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Release 3.1
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Insight from Interactions TM
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385A0645-02 Rev. A2
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A1 February 2009 • Added the Quick Guide, see Quick Start on page 15
• Added the Application User, see Defining an AXL -
Application User on page 50.
• Updated the NICE Testing and Debug tools, see Using
NICE Testing and Debug Tools on page 151.
• Updated the troubleshooting information and added
CUCM Troubleshooting, see Troubleshooting
on page 227.
• Added CUCM 5.X configuration as an appendix, see
Configuring CUCM 5.X on page 285.
• Added additional troubleshooting for TAPI, see Events
Are Not Received on page 244 and Extension
Mobility Log In/Log Out Problems on page 244.
2
Overview 25
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Terms and Concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Recording Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
System Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30
Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Cisco . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
NICE Perform . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
CUCM Configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33
Multiple Cisco TSPs Communications Manager . . . . . . . . . . . . . . . . . . . . . 33
Clustered Cisco Unified Communications Managers . . . . . . . . . . . . . . . . . . 34
Database Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Supported Database Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Additional CTI Fields (Business Data) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Scenario Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Rollover Limitation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
Contents 7
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
3
Configuring the CISCO Unified Communications Manager 39
Preparing the CUCM Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40
Defining a Cisco Application User (nicecti user). . . . . . . . . . . . . . . . . . . . . . 41
Configuring the Device Association - Telephones and CTI Ports . . . . . . . . . 44
Defining the Secured Configuration - CapF Profile . . . . . . . . . . . . . . . . . . . 47
Viewing the Application User Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Defining an AXL - Application User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
Enabling Display of Business Data in NICE Perform . . . . . . . . . . . . . . . . . . 56
Configuring the Alerting Name and Display Internal Call ID in the CUCM . . 56
4
Installing the TSP Client on the NICE Interactions Center 59
Installing and Configuring the Telephone Services Provider (TSP) Client . 60
How Many TSP Clients Do I Need? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Downloading the TSP Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Installing the TSP Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Configuring the TSP Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66
5
Configuring CTI Integrations for TAPI 73
Before you Begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
CTI Connection Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
TSAPI Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
SNMP Service Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75
General CTI Connection Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Monitoring Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76
Monitoring ACDs (Hunt Pilot/Groups) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Monitoring IVRs (CTI Ports) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77
Monitoring Pickup Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Extension Mobility Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Channel Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
Key Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81
Contents 8
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Configuring a New CTI Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Defining a CTI Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Verifying the CTI Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
Additional Integration Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Configuring Rejected Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Defining Rejected Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Activating the Rejected Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101
Managing Device Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103
Importing Available Devices from the Switch . . . . . . . . . . . . . . . . . . . . 103
Importing Devices from Text Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104
Exporting Devices to a Text File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Configuring Individual Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109
TSAPI Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111
6
Configuring Business Data 113
Configuring Additional CTI Fields (Business Data). . . . . . . . . . . . . . . . . . . 114
7
Configuring Channel Mapping 119
Does your Site Support AXL?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
Channel Mapping Workflow for Passive VoIP Devices . . . . . . . . . . . . . . . . 121
Defining the Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121
Defining the Sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Configuring Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Channel Mapping Workflow for Passive VoIP Gateways . . . . . . . . . . . . . . 128
Defining the Sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Defining the Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
8
Installing the NICE Integration Software 131
Installing the NICE CTI Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Verifying the TSP Client Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Enabling Display of NICE System Information . . . . . . . . . . . . . . . . . . . . . . 140
Contents 9
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Maintaining the NICE CTI software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Modifying the NICE CTI software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Repairing NICE CTI Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Removing NICE CTI Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Upgrading the NICE CTI Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Verifying the Version Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
9
Using NICE Testing and Debug Tools 151
Gather Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152
Preparing the Open Service Request Procedure Workflow . . . . . . . . . . . . 153
Submit an Open Service Request Procedure - Checklist . . . . . . . . . . . . . . 154
Open Service Request Procedure - Form to Submit . . . . . . . . . . . . . . . . . . 157
Procedure 1: If a Problematic Scenario Occurs, What Should I Do? . . . . . 161
Log File Paths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161
Procedure 2: Setting Reporting Levels and Activating Debug Tools . . . . . 162
Setting Up the Log Collector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163
Collecting Information from NICE Perform Servers . . . . . . . . . . . . . . . 163
Setting the Call Server, RCM, and Database Server Reporting Level . . . . 170
Setting Up the Events Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Setting Up the Events Spy to Receive Events . . . . . . . . . . . . . . . . . . . 173
(Optional) Setting up the SimCTILink Tool . . . . . . . . . . . . . . . . . . . . . . 174
Sending Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174
Setting Up the CAPI Spy Plug-in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175
Changing CAPI Spy Connection Details . . . . . . . . . . . . . . . . . . . . . . . 178
Setting the Integration Log Reporting Levels . . . . . . . . . . . . . . . . . . . . . . . 179
Setting Up the Debug Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181
Setting Up TAPIMonitor as a Debug Tool . . . . . . . . . . . . . . . . . . . . . . . . . 192
Procedure 3: Restarting the System and Running Problematic Scenario . 195
Procedure 4: Collecting Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195
Prepare a List of Devices and Resources . . . . . . . . . . . . . . . . . . . . . . . . . 196
Collecting Information from NICE Perform Servers . . . . . . . . . . . . . . . . . . 197
Collecting and Saving TSP Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199
Contents 10
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Collecting and Saving Event Spy Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Saving Events in a Log File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Saving Current Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Saving Selected Current Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201
Collecting and Viewing CAPI Spy Files Using the CAPI Spy Utility . . . . . . 202
Collecting the Debug Service Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204
Collecting the TAPIMonitor Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205
Procedure 5: Reset the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Resetting the Call Server, RCM, and Database Server Reporting Levels . 206
Resetting the TSP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Resetting the Integration Log Reporting Levels . . . . . . . . . . . . . . . . . . . . . 209
Resetting the Event Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Resetting the Debug Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211
Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
Setting Up the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . 214
Managing the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . 219
Log Manager System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
CTI Console Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Opening the CTI Console Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220
Filtering Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
Resetting the Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
Managing the CTI Console Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . 222
Log Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
Log Manager Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
Using the Log Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223
10
Troubleshooting 227
TAPI Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228
A Complete List of Lines does not Appear . . . . . . . . . . . . . . . . . . . . . . . . 228
Resetting the CTI service on the CUCM cluster . . . . . . . . . . . . . . . . . . 228
No Lines Appear in TAPIMonitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230
TSP’s STATUS certificate is not Available (Secured Connections Only) . . 232
Calls via the ACD (Hunt Pilot/Groups) are not Reported Correctly . . . . . . 233
Calls via the IVR are not Reported Correctly . . . . . . . . . . . . . . . . . . . . . . . 235
Contents 11
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Group PickUp Scenarios are not Reported Correctly . . . . . . . . . . . . . . . . 238
Call Park Scenarios are not Reported Correctly . . . . . . . . . . . . . . . . . . . . 240
Receiving No Events for a Specific Device . . . . . . . . . . . . . . . . . . . . . . . . 242
Events Are Not Received . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
Extension Mobility Log In/Log Out Problems . . . . . . . . . . . . . . . . . . . . . . . 244
SIP Log Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244
A
Additional Parameters 245
CTI Interface Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246
TAPI CTI Interface - Interface Connection Details Parameters . . . . . . . . . 246
TAPI CTI Interface - Additional Switch Parameters . . . . . . . . . . . . . . . . . . 249
Connection Manager Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252
Connection Manager - Additional Parameters . . . . . . . . . . . . . . . . . . . . . . 252
Configure Connection Manager - Interface Parameters . . . . . . . . . . . . . . . 255
Driver Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
Additional Driver Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259
CTI Analysis Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264
Additional Driver Switch Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266
Media Provider Controller Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271
B
Configuring the CISCO Unified Communications Manager 275
Preparing the CUCM Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276
Defining an End User (nicecti User) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277
Associating User Groups with the End User . . . . . . . . . . . . . . . . . . . . . . . 280
Defining the Secured Configuration - CapF Profile . . . . . . . . . . . . . . . . . . 282
Viewing the End User Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284
C
Configuring CUCM 5.X 285
Switch Configuration: Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286
Switch Configuration: End User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287
Switch Configuration: User Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288
Contents 12
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Defining the Secured Configuration - CapF Profile . . . . . . . . . . . . . . . . . . 290
Switch Configuration CCM 5.X Secured. . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
Switch Configuration: CapF Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291
Switch Configuration: End User Summary . . . . . . . . . . . . . . . . . . . . . . . . 292
TSP Client Installation and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 293
Downloading the TSP Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293
Installing the TSP Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294
Configuring the TSP Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297
Index 301
Contents 13
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Blank page for double-sided printing.
1
Quick Start
This chapter provides experienced NICE installers with a Quick Start guide to the NICE
integration of Cisco Unified Communications Manager (CUCM) using TAPI.
Contents
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
You are Here - NICE Perform Site Installation Workflow
Install NMS
and define in System Administrator
NOTE:
See the Site Installation Workflow Guide for a detailed overview of the NICE Perform site
installation workflow.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Cisco UCM with TAPI Passive Integration Workflow
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
CUCM with TAPI Integration - At A Glance
Pre-integration Requisites
Procedure For more information...
Procedure 1: Pre-integration Requisites
Ensure that the system is fully prepared for the
integration:
• Do you know the nicecti user name and password? See Step 2.2 on page 42.
• Do you know the AXL user name and password? See Step 2.2 on page 51.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
CUCM with TAPI Integration - At A Glance
Cisco Installation
This part of the installation should be performed by the Cisco Site Engineer.
Print this out and mark off each step as you perform it.
When necessary, note down the relevant Cisco information that the NICE installer requires to
complete the integration.
NOTE: Each step that is specific to the TAPI integration is prefaced with ¾.
1. In the CUCM, define an Application User with the user See Step 2.2 on page 42
name nicecti.
2. Add the nicecti Application User to the following user See Step 3.3 on page 43
groups:
• Standard CTI Allow Call Monitoring
• Standard CTI Allow Call Park Monitoring - only
select when you need to monitor Call Parks.
• Standard CTI Allow Call Recording
• Standard CTI Enabled (for both secured and
non-secured connection configurations)
• Standard CTI Secure Connection (only for
secured connection configurations)
3. Verify that all groups and roles appear in the See Step 4 on page 44
Permissions Information area.
4. Add the devices that you want to monitor. See Step 1 on page 44
Procedure 3 - Optional: Configure an AXL Application User (for all configuration types if
supported)
2. In the CUCM, define an Application User for AXL with See Step 2.2 on page 51
the user name niceaxl.
3. Add a new user group with the user group name AXL See Step 3.2 on page 52
User Group.
4. Assign roles to groups - Standard AXL API Access. See Step 5.3 on page 53
5. Add the niceaxl Application User to the AXL user See Step 6 on page 54
group.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
CUCM with TAPI Integration - At A Glance
3. Click the relevant phone link and in the Association See Step 5 on page 57
Information area, select the required line.
5. In the Display (Internal Call ID) field, enter the See Step 8 on page 58
relevant name.
NICE Installation
This part of the installation should be performed by the NICE Site Engineer Installer.
Print this out and mark off each step as you perform it.
When necessary, refer to the relevant Cisco information that the NICE installer requires to
complete the integration.
NOTE: Each step that is specific to the TAPI integration is prefaced with ¾.
¾ Do you need to install multiple versions of the TSP? See Step 4.2 on page 64
3. Configure the TSP: Navigate to Start > Settings > See Step 1 on page 66
Control Panel > Phone and Modem Options.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
CUCM with TAPI Integration - At A Glance
¾ Click the Users tab. Then, enter the User Name and See Step 5 on page 68
Password.
¾ Click the CTI Manager tab. Then, enter the IP See Step 7 on page 69
address of the first CTI Manager Server and of the
backup CTI Manager Server.
2. In the CTI Interface type section, select the CTI See Step 6 on page 85
Interface type.
¾ Do NOT select the Active VoIP checkbox. See Step 6.2 on page 86
3. If your version of CUCM supports AXL, import your See Step 9 on page 86
devices from the telephony switch. Expand Additional
Interface Parameters.
4. Adding Devices:
¾ Import a list of devices from the switch to the See Step 10 on page 88
Available Devices section. For detailed information
regarding importing devices
from the switch, see
page 103.
¾ Add all devices to the Available Devices section: See Step 11 on page 89
Extensions, ACD, IVR and PickUp Group. For detailed information
regarding importing devices
with a text file, see
page 104.
If there are devices that you DO NOT want to monitor, See Step 12.1 on page 93
move them from the Monitored Devices list to the
Available Devices section.
6. If you require Call Flow Analysis, a Key Manager, or See Step 13 on page 94
Rejected Devices, select it. For detailed information
regarding Rejected
Devices, see page 98.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
CUCM with TAPI Integration - At A Glance
1. Navigate to Master Site > Database Servers, select See Step 1 on page 114
the relevant database server.
2. In the Reserved tab, add the relevant Additional CTI See Step 3 on page 115
fields.
For more information about
Note: Be sure to make the size of the fields bigger than the database fields and
the required size.
additional CTI fields, see
3. Repeat for each business data field that you require. page 35.
4. Navigate to Master Site > CLS Servers and select See Step 5 on page 116
your CLS Server.
5. On the Business Data tab, map each of the business See Step 8 on page 117
data fields that you configured to the relevant sized
Optional ID.
Note: Change the user permissions in the User’s See the User’s
Administrator application to enable access to these Administrator Guide.
fields in the Business Analyzer.
Note: Change the Preferences in the Business See the Business Analyzer
Analyzer to view these fields. Guide.
Procedure 9: Mapping the Channels See page 119
1. For Passive VoIP devices: Navigate to Master Site > See Step 2 on page 122
CLS Definitions > Channel Mapping > Channels h
Definition.
¾ Devices should be imported directly from the switch See Step 1.1 on page 123
or configured manually.
2. Map all channels to Passive VoIP devices. See Step 1.1 on page 123
1. For Passive VoIP Gateways: Navigate to Master Site > See Step 1 on page 128
CLS Definitions > Channel Mapping > Sources h
Definition.
¾ Expand Sources that are not attached to a See Step 2 on page 128
physical switch.
2. In the VoIP Gateway area, in the IP field, enter the IP See Step 7 on page 129
address of the gateway. Leave all other fields blank.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
CUCM with TAPI Integration - At A Glance
2. Install the NICE CTI Update Pack See Step 14 on page 137
• If the CTI server is not installed on the same machine as See page 140
the NICE Interactions Center server, enable display of
NICE System Information.
Procedure 13: Run the Update Pack
• Install the Update Pack locally AFTER all other See the NICE Update
installations have been performed in the NICE Perform Guide.
System.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Blank page for double-sided printing.
2
Overview
This guide describes the integration between the NICE Interactions Center, the Cisco Unified
Communications Manager (formerly known as the Cisco Unified CallManager), using the Cisco
TAPI driver.
NOTE: Always check the Integration Description Document (IDD) regarding the latest
supported versions.
IMPORTANT
Before installing the NICE Interactions Center and the TAPI driver, the switch must be configured
properly. The destination port of the mirroring session configured on the network switch must be
configured to the NIC on the Logger. See Installing the NICE VoIP Logger chapter in the VoIP
Installation Guide.
Contents
Overview.......................................................................................................................... 26
Terms and Concepts ...................................................................................................... 27
Recording Solutions ...................................................................................................... 30
System Architecture....................................................................................................... 30
CUCM Configurations .................................................................................................... 33
Database Fields .............................................................................................................. 35
Limitations....................................................................................................................... 37
Chapter 2: Overview 25
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Overview
Overview
The Cisco Unified Communications Manager is the software-based call-processing component of
the Cisco IP telephony solution.
Cisco TAPI (Telephony Application Programming Interface) is the CTI interface used in the NICE
integration with the Communications Manager.
Chapter 2: Overview 26
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Terms and Concepts
Alerting Name This is the name that displays on the phone’s Caller display
when a person calls the DN. When the phone is answered,
the Display Internal Call displays.
CTI port CTI ports as virtual devices can have one or more virtual
lines, and software-based CUCM applications. You
configure CTI ports by using the same CUCM Administration
windows as you use to configure phones. For first-party call
control, you must add a CTI port for each active voice line.
For more information regarding configuring CTI ports,
consult your Cisco Site Engineer.
Chapter 2: Overview 27
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Terms and Concepts
CTI Route Point A CTI route point virtual device can receive multiple,
simultaneous calls for application-controlled redirection. You
can configure one or more lines on a CTI route point that
users can call to access the application. Applications can
answer calls at a route point and can also redirect calls to a
CTI port or IP phone. Route points can receive multiple,
simultaneous calls. Applications that want to terminate
media for calls at route points must specify the media and
port for the call on a per-call basis. For more information
regarding configuring CTI Route Points, consult your Cisco
Site Engineer.
Display Internal This is the name that appears in the Caller display on the
Call phone when the DN that you are calling is answered.
Hunt Group A group of phones programmed in the PABX where calls are
diverted to any phone within the group.
Hunt Pilot Dialing this virtual number diverts the call to a Hunt Group
member.
Chapter 2: Overview 28
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Terms and Concepts
SEP Prefix that appears before the MAC Address of the device
(Cisco phone).
Shared lines You can set up one or more lines with a shared-line
appearance.
A CUCM system considers a directory number to be a
shared line if it appears on more than one device in the
same partition.
In a shared-line appearance, for example, you can set up a
shared line, so a directory number appears on line 1 of a
manager phone and also on line 2 of an assistant phone.
Another example of a shared line involves a single incoming
800 number that is set up to appear as line 2 on every sales
representative phone in an office.
Chapter 2: Overview 29
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Recording Solutions
Recording Solutions
NICE supports Total and Interaction-based Recording in both Static and Dynamic IP environments
(with CUCM).
System Architecture
The NICE Interactions Center is connected to the Cisco Unified Communications Manager via the
Cisco CTIManager using the TAPI protocol.
In the NICE Perform system, the Cisco TSP component, and the TAPI driver must be installed on
the NICE Interactions Center.
NOTE: In Figure 2-1, one CUCM and one CTIManager are installed in the site. This may differ
from site to site (see CUCM Configurations on page 33).
Gateway
IP Phone
CUCM
TAPI Driver
NOTE:
Logger Cisco TSP
connection
is dependent
on recording
methods
LAN
NICE Environment
NOTE: The CTI Manager may be an independent server or it may be a service running on the
Communications Manager.
Chapter 2: Overview 30
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
System Architecture
Components
In an integrated site, Cisco TSPs interact with the CUCM.
NOTE: In Figure 2-2, one CTIManager is responsible for three Communications Managers
which are part of a cluster. This may differ in each site. See CUCM Configurations on page 33.
CUCM
NICE
Interactions
Center
TAPI Server Telephony
Service
TAPI Driver
TAPI DLL
Cisco TSP
TAPI
Driver
The TAPI switch connection can be either secured or non-secured. If you require a secured
connection, you must first configure your secured connection in the switch. Then, when you
configure NICE Perform, you add an additional configuration for the secured connection. This is
done when you define the Key Manager, see Step 13 on page 94.
Chapter 2: Overview 31
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
System Architecture
Cisco
• Unified Communications Manager: Cisco Unified Communications Manager (formerly
Cisco Unified CallManager) software provides the call-processing component of the Cisco
Unified Communications system, in addition to being the foundation for advanced capabilities
including video, mobility, and presence-based services.
• CTI: Computer Telephone Integration
• LAN Switch/es (Local Area Network Switch): are a fundamental part of most networks. LAN
switches enable several users to send information over a network. In a LAN Switch
environment, users can send information at the same time and do not slow each other down.
The LAN Switch environment allows different nodes of a network to communicate directly
with each other.
• Cisco Network Switch Port
• Cisco CTI Manager: The CTIManager includes the CTI components that interface with the
applications separated out of CUCM. The CTIManager service communicates with CUCM
using the CUCM communication framework and System Distribution Layer (SDL).
NICE Perform
• Cisco TSP (using TAPI): The Cisco TAPI Service Provider is shipped together with the
CUCM. A TSP is a Dynamic-Link Library (DLL) that supports communications device
control through a set of exported service functions. Using standardized commands, the TAPI
passes information to the TSP. The TSP handles the specific commands that must be
exchanged with the device.
• TAPI Server (Tapiserv.exe): The TAPI Server (a Microsoft product) is the central repository
of telephony information on the NICE Interactions Center. This service tracks local and
remote telephony resources, applications registered to handle Assisted Telephony requests and
pending asynchronous functions.
• TAPI.DLL: The TAPI DLLs (Microsoft products) along with the TAPI Server are crucial
abstractions separating end-user or server applications from service providers. A TAPI DLL
works together with the TAPI Server to provide a consistent interface between these two
layers.
• NICE Interactions Center: The NICE Interactions Center, using the CTI Driver's
Information, sends commands to start/stop call recordings. It stores them in its databases and
controls the various recording programs. The NICE Interactions Center communicates with
the CTI server using the TAPI interface. In this way, the NICE Interactions Center learns the
call status, monitors call events and stores them in its database. Users can then run queries to
find and play back a call.
• Logger: Powerful digital 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 immediate playback capability.
Chapter 2: Overview 32
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
CUCM Configurations
CUCM Configurations
A CUCM environment can be configured as follows:
• One CUCM with one CTI Manager
• A cluster of CUCMs with one CTI Manager, or with a primary and secondary CTI Manager
• The default is one TAPI driver per cluster, i.e. if you have two clusters, you require two TAPI
drivers.
NOTE:
• In the Cisco TAPI solution, the TAPI driver and the Cisco TSP are installed on the same
machine (NICE Interactions Center).
• Each Cisco TSP must be configured with a different username and password via the Cisco
Communications Manager directory.
• Each user in the directory must be configured with the corresponding devices.
• Each Cisco TSP in the multiple Cisco TSP system does not communicate with the other
TSPs.
• Each Cisco TSP creates a separate CTI connection to the CTI Manager.
Chapter 2: Overview 33
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
CUCM Configurations
NOTE: The CTI Manager, along with the Cisco TSP, provide an abstraction of the CUCM
resources and functionality without being aware of any specific CUCM.
Chapter 2: Overview 34
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Database Fields
Database Fields
Supported Database Fields
NOTE: All the fields depend on whether the switch supports and was configured to
report this information!
The following database fields are supported and can be queried - no additional configuration is
necessary for them:
• Station
• Phone Number (ANI)
NOTE: If the Cisco CallerID number is not restricted, then NICE Perform displays it in
the Phone Number field.
If Cisco’s CallerID number is restricted, then Phone Number field will be blank.
• Direction
• Call ID - This is the Call ID that is generated by the CUCM.
• DNIS (Dialed In)
NOTE: NICE always shows TAPI’s CalledID field as DNIS.
In a situation, where Cisco provides the correct CalledID - for example 1-800-xxx-xxx,
this number is displayed in the DNIS field.
However, if Cisco does not provide the correct CalledID number, then NICE Perform
displays in the DNIS field the original called party number - i.e. the DN that was called.
Chapter 2: Overview 35
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Database Fields
• Called Name
NOTE: To view the Called Name, complete the Alerting Name in the CUCM. See
Enabling Display of Business Data in NICE Perform on page 56.
• Routing Point - The Routing Point is populated in the Start Event only.
• Redirecting Name
• Called ID Partition
• Caller ID Partition
• Redirecting ID Partition
• Redirection ID Partition
Chapter 2: Overview 36
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Limitations
Limitations
The following limitations exist for the NICE Interactions Center and the CUCM integration:
• TAPI Integration with CCM 5.0 does not support the CTI Super Provider (version 4x only).
• There is no Dialed In in PickUp scenarios. This limitation is a result of Cisco reporting.
Scenario Limitations
Drop from conference with unknown customer
Scenario:
Problem:
• When A2 hangs up, he/she is not dropped from the conference. After all the parties hang
up, the compound is closed. This limitation is a result of Cisco reporting.
Scenario:
Problem:
Chapter 2: Overview 37
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Limitations
Scenario:
A1 = SIP phone
A2 = SCCP phone
a. Customer (unknown) calls to A1 (SIP phone).
b. A1 blind transfers the call to A2 (SCCP phone).
Problem:
A1 calls Hunt Pilot number, call is reported between A1 and the Hunt Pilot number.
Scenario:
Problem:
• The call is reported between A1 and the Hunt Pilot number and not between A1 and the
Supervisor.
Rollover Limitation
In general, IP Phone 7931G can be configured for Rollover as follows:
• Yes: The device can perform transfers and conferences.
IMPORTANT
For IP Phone 7931G, when Rollover is set to Yes, CiscoTSP does not report events over the
TAPI.
Chapter 2: Overview 38
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
3
Configuring the CISCO Unified
Communications Manager
Before you integrate Cisco’s Passive Recording solution with TAPI and NICE Perform Release
3.1, you need to prepare the CUCM environment.
If you are configuring CUCM 6.X and you are performing either a new installation or already are
using an Application User, continue with the current chapter.
IMPORTANT
If you are using CUCM version 6.X and your site uses an End User, continue with Configuring
the CISCO Unified Communications Manager on page 275.If you are using CUCM version
5.x, see Configuring CUCM 5.X on page 285.
If you are using previous versions of CUCM, consult your Cisco Site Engineer.
IMPORTANT
A Cisco Site Engineer must perform the CUCM configuration!
Contents
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Preparing the CUCM Environment
IMPORTANT
If your switch supports AXL, configure AXL on the CUCM to simplify channel mapping. See
Defining an AXL - Application User on page 50.
Your configuration of the switch depends on whether your site requires a standard (non-secure)
configuration or a secured configuration.
1. 1.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Defining a Cisco Application User (nicecti user)
IMPORTANT
NICE recommends that you define your nicecti user as an Application User. If this is not
possible because of site considerations, see Defining an End User (nicecti User)
on page 277.
Cisco recommends using NO MORE than 2000 devices for each single CTI Manager. Each CTI
Manager requires its own TAPI user (nicecti user).
You now define a new Application User for the CUCM. This user will communicate between the
CUCM and TSP Client on the NICE Interactions Center.
IMPORTANT
A Cisco Site Engineer must perform the CUCM configuration!
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Defining a Cisco Application User (nicecti user)
2.1. Click Add New. The Application User Configuration window appears.
Figure 3-3 Application User Configuration Window
IMPORTANT
Note down the User ID that you create and its password. You will need this information later for
configuring the nicecti user in the TSP Client.
3.1. Click Add to User Group . The Find and List User Groups window appears.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Defining a Cisco Application User (nicecti user)
3.2. Set the search for a User group: From Find User Group where Name drop-down list,
select contains. In the empty field, enter cti. Click Find. A list of user groups with CTI in
their name appears.
3.3. Select the following user groups:
• Standard CTI Allow Call Monitoring
• Standard CTI Allow Call Park Monitoring
NOTE: Only select Standard CTI Allow Call Park Monitoring when you need to
monitor Call Parks.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Defining a Cisco Application User (nicecti user)
4. In the Permissions Information area, verify that all the groups and roles appear.
NOTE: Check the roles listed in the Permissions Information area to ensure that all
relevant roles are associated with each user group.
5.
6. Continue with Configuring the Device Association - Telephones and CTI Ports.
1. Scroll down to the Device Associations area and in the Device Information area, click
Find more Phones.
Figure 3-6 Device Associations Area
Click Find
more Phones
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Defining a Cisco Application User (nicecti user)
Legend
CTI Port
Route Point
Device model +
number of model
Select the
devices
and CTI
ports you
want
associated
with the
user
Devices
appear here
4. Click Save.
5. If configuring a secured configuration, continue with Defining the Secured Configuration -
CapF Profile on page 47.
6. If you are not configuring a secured configuration, continue with Viewing the Application
User Profile on page 49.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Defining a Cisco Application User (nicecti user)
IMPORTANT
After you have configured and installed the NICE CTI Integration, you must verify the TSP Client
configuration to see that it is running and properly connected to the CUCM. See Verifying the
TSP Client Configuration on page 138.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Defining a Cisco Application User (nicecti user)
NOTE: You do NOT add the CapF profile for a non-secure connection!
2. Click Add new. The Application User CAPF Profile Configuration window appears.
Figure 3-10 Application User CAPF Profile Configuration Window
3. In the Application User CAPF Profile area, click the Application User drop-down list and
select the same user you added in Defining a Cisco Application User (nicecti user)
on page 41. This is the user name of the nicecti user.
4. Enter the Instance Id. This can be numbers, alphanumeric and/or a mixture.
NOTE: The Application User, Instance Id and Authentication String are very
important. They should be saved by the Cisco Site Engineer as they are required for the
NICE integration.
5. In the Certification Authority Proxy Function (CAPF) Information area, click the
Certificate Operation drop-down list and select Install/Upgrade. See Figure 3-11.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Defining a Cisco Application User (nicecti user)
6. To generate the authentication string that enables a secure channel between the CUCM and
TSP, in the Certification Authority Proxy Function (CAPF) Information area, click
Generate String. The Authentication String is generated. See Figure 3-11.
NOTE: The Authentication String is very important. It should be saved by the Cisco
Site Engineer as it is required for the NICE integration.
7. Click Save.
A new CapF profile is created and attached to the Application User.
Figure 3-12 Certification Authority Proxy Function (CAPF) Information Area
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Defining a Cisco Application User (nicecti user)
6. If your switch supports AXL (enabling the import of all UDIs from the switch to the NICE
CTI Integration) continue with Defining an AXL - Application User on page 50.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Defining an AXL - Application User
IMPORTANT
A Cisco Site Engineer must perform the CUCM configuration!
The AXL client does not look at which devices are attached to which TSP client. If you have
several TSP clients and different devices are attached to each one, AXL ignores this and only
looks at the devices that are attached to the CUCM.
The AXL client needs to be connected to the CUCM. To connect it, you define it as a user in the
CUCM. The procedures you follow to make this definition depends on the version of the CUCM
you are using.
NOTE: You use the user and password that you create here when configuring the CTI
interface, see Defining a CTI Connection on page 82.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Defining an AXL - Application User
2.1. Click Add New. The Application User Configuration window appears.
Figure 3-17 Application User Configuration Window
NOTE: Save this User ID and Password in a safe place. You will need it later when
configuring AXL for NICE Perform, see Defining a CTI Connection on page 82.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Defining an AXL - Application User
3.1. Click Add New group. The User Group Configuration window appears.
Figure 3-19 User Group Configuration Window
3.2. In the User Group Information area, in the Name field, enter the user group name AXL
User Group.
3.3. Click Save.
Figure 3-20 User Group Configuration Window
4. Click the Related Links drop-down list and select Assign Role to User Group.
5. Click Go. The Role Assignment area appears.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Defining an AXL - Application User
Click
Assign
Role to
Group
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Defining an AXL - Application User
5.6. From the Related Links drop-down list, select User Group and click Go. The User
Group Configuration window appears.
Figure 3-25 User Group Configuration Window
6. Click Add App Users to Group . The Find and List Application Users window appears.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Defining an AXL - Application User
6.1. In the Search Results list, select the new AXL user (niceaxl) that you created.
6.2. Click Add Selected. In the User Group Information area, the AXL user appears in the
User In Group list.
7. Click Save.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Enabling Display of Business Data in NICE Perform
Configuring the Alerting Name and Display Internal Call ID in the CUCM
The Alerting Name has to be entered in the CUCM for the following field to display in NICE
Perform: Called Name.
The Display Internal Call ID information has to be entered in the CUCM for the following fields
to display in NICE Perform: Caller Name, Redirection Name and Redirecting Name.
Follow the procedure below.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Enabling Display of Business Data in NICE Perform
6. In the Directory Number Information area, in the Alerting Name field enter the relevant
Alerting Name. (This is the name that displays on the phone’s Caller display when a person
calls the DN.)
7. Scroll down to the relevant line.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Enabling Display of Business Data in NICE Perform
8. In the Display (Internal Call ID) field, enter the relevant name. In the example, this is John
Smith.
Click Save.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
4
Installing the TSP Client on the NICE
Interactions Center
This chapter provides guidelines for the installation and configuration of the Cisco TSP Client on
the NICE Interactions Center.
Contents
Installing and Configuring the Telephone Services Provider (TSP) Client ............... 60
How Many TSP Clients Do I Need? ........................................................................... 60
Downloading the TSP Client ...................................................................................... 61
Installing the TSP Client ............................................................................................. 62
Configuring the TSP Client......................................................................................... 66
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Installing and Configuring the Telephone Services Provider (TSP) Client
IMPORTANT
Cisco recommends using NO MORE than 2000 devices for each single CTI Manager. Each CTI
Manager requires its own TAPI user (nicecti user).
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Installing and Configuring the Telephone Services Provider (TSP) Client
IMPORTANT
The Cisco TSP Client version must match the CUCM version.
Always download and install the Cisco TSP software directly from the CUCM Administration to
ensure that you use the correct version for that CUCM and that the versions match.
IMPORTANT
A Cisco Site Engineer must download the TSP Client!
1. On the NICE Interactions Center machine, log in to the CUCM Administration application.
2. From the Application menu, select Plugins. The CUCM Administration appears with a list
of Plugins.
Figure 4-1 Choosing Plugins
3. In the Search Options area, search for Cisco Telephony Service Provider. Click Find.
Figure 4-2 Find and List Plugins Window
4. From the Search Results list, click Cisco Telephony Service Provider and click
Download.
The TSP Client is downloaded and the File Download - Security Warning window appears.
5. Continue with Installing the TSP Client on page 62.
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Installing and Configuring the Telephone Services Provider (TSP) Client
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Installing and Configuring the Telephone Services Provider (TSP) Client
3. Select the appropriate installation language and click OK. The Cisco Unified Communications
Manager TSP Setup Welcome window appears.
Figure 4-6 Cisco Unified Communications Manager TSP Setup Welcome Window
4.1. Install in the default location. To select an alternate location, click Browse and navigate
to the preferred location.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Installing and Configuring the Telephone Services Provider (TSP) Client
4.2. Click Next. A message appears asking if you want to install multiple instance of Cisco
Unified Communications Manager TSP.
Figure 4-8 Do you want to Install Multiple Instances Message Box
IMPORTANT
For more information regarding multiple TSP instances, see How Many TSP Clients Do I
Need? on page 60.
4.4. Click Next. The Installing Cisco Unified Communications Manager TSP appears.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Installing and Configuring the Telephone Services Provider (TSP) Client
When the installation is complete, the InstallShield Wizard Completed window appears.
Figure 4-11 InstallShield Wizard Completed Wizard
4.5. Click Finish. A message appears warning that you must restart your system for the
configuration of Cisco Unified Communications Manager TSP to take effect.
Figure 4-12 Cisco Unified Communications Manager TSP Install Message
4.6. Click Yes. The computer is restarted. The installation process is now complete. The TSP
Client is now installed.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Installing and Configuring the Telephone Services Provider (TSP) Client
NOTE: For multiple instances of the TSP Client, more than one option will appear. Make
sure to choose the correct option.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Installing and Configuring the Telephone Services Provider (TSP) Client
IMPORTANT
Verify that this is the identical version to the one installed on the CUCM.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Installing and Configuring the Telephone Services Provider (TSP) Client
IMPORTANT
In the User tab, use the same user name and password that were created and noted down by
the Cisco Site Engineer when defining the Application/End User.
For an Application User, see Step 2.2 on page 42.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Installing and Configuring the Telephone Services Provider (TSP) Client
7. In the Primary CTI Manager Location area, enter the IP address of the first CTI Manager
Server.
In the Backup CTI Manager Location area, if there is a redundant CTI Manager Server,
enter its IP address or Host Name. Otherwise in the Backup CTI Manager Location area,
enter the same IP address or Host Name as in the Primary CTI Manager Location area.
NOTE: The best practice of NICE is to use a backup CTI Manager. It can be either a
dedicated server or part of the CUCM services.
8. Continue as follows:
• If your connection is a non-secure configuration, continue with Step 10.
• If your connection is a secure configuration supporting SRTP, continue with Step 9.
9. To configure the client to support SRTP:
IMPORTANT
Up to this step, integration has been the same as for a standard TAPI integration. Now additional
security details must be configured for a secure configuration.
NOTE: The security details configured in this step are necessary to receive authentication
details and to establish the permissions of the nicecti user configured in the Cisco Unified
Communications Manager.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Installing and Configuring the Telephone Services Provider (TSP) Client
Figure 4-17 Cisco Unified Communications Manager TSP Window - Security Tab
Information
from the CapF
configuration
Enter IP
address
Enter number of
retries for
Certification
Fetch
Enter IP address
NOTE: Ask the Cisco Site Engineer for the Authentication String and the Instance
Id.
9.4.1. In the Authorization String field, enter the authorization string generated when
you defined the CAPF Profile, see Step 5 on page 47.
9.4.2. In the Instance Identifier field, enter the Instance Id used when defining the CAPF
Profile, see Step 4 on page 47.
9.5. Enter the IP address of the switch.
9.6. Leave the default Port value.
9.7. In the Number of Retries for Certification Fetch field, enter 3.
9.8. In the TFTP Settings area, enter the TFTP Server IP address.
NOTE: The TFTP is usually located on the same server as the CUCM. Verify this with
the Cisco Site Engineer.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Installing and Configuring the Telephone Services Provider (TSP) Client
IMPORTANT
It is critical that you reboot the computer! The configuration will not work if you do not do this!
IMPORTANT
After you have configured and installed the NICE CTI Integration, you must verify the TSP Client
configuration to see that it is running and properly connected to the CUCM. See Verifying the
TSP Client Configuration on page 138.
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5
Configuring CTI Integrations for TAPI
This chapter describes the procedures for integrating Cisco’s CUCM with TAPI and NICE
Perform Release 3.1.
Contents
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Before you Begin
WARNING
Verify that you have all necessary information listed in each of the following sections or that you
have performed any necessary procedures BEFORE you start your configuration.
NOTE: It is important that the Cisco Site Engineer is present during the configuration.
Before proceeding with Defining a CTI Connection on page 82, have ready the following
information:
• The NICE Interactions Center IP address or Host name
• The telephony switch IP address
• Integration parameters that need to be defined, their names and values. (This varies according
to your selected integration.)
• Cisco Unified Communications Manager server IP address
• If there is a secondary CTI server, the secondary Cisco Unified Communications Manager
connection IP address
• Interface type and its port
• AXL Communications Manager User name and password (see Terms and Concepts
on page 27 for an explanation of AXL)
• AXL Communications Manager port, see TSAPI Ports on page 75
• AXL IP address
• A list of all the extensions that need to be monitored
• CTI ports that need to be configured in the nicecti TSP user
Ensure:
The following is monitored:
• Extension - includes extensions used for extensions mobility
• ACD (Hunt Pilot/Group)
• IVR (CTI port)
Chapter 5: Configuring CTI Integrations for TAPI 74
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Before you Begin
• PickUp Group
TSAPI Ports
The CUCM Server and the NICE Interactions Center can be on any subnet, but there has to be IP
routing between them. Verify which ports (TCP/UDP) need to have permissions on any existing
firewall.
• For AXL port information, see the section Web Requests from CCMAdmin or CCMUser to
Cisco Unified CallManager in the document below. The recommended secure port numbers
are 443 or 8443. The recommended non-secure port number is 80. See TAPI CTI Interface -
Additional Switch Parameters on page 249.
• For non-secure TSP port information, see the section Communication between
Applications and Cisco Unified Communications Manager in the document below and see CTI
application server. The recommended port number is 2748.
• For secure (SRTP) TSP port information, refer to the section Communication between
Applications and Cisco Unified Communications Manager in the document below and see
TLS connection between CTI applications (JTAPI/TSP) and CTIManager. The
recommended port is 2749.
For more information, see the Cisco Unified Communications Manager 6.1 TCP and UDP Port
Usage white paper:
http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/port/6_1/61plrev1.pdf
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
General CTI Connection Information
Monitoring Extensions
You can add monitoring for extension by configuring Extensions, see Step 11 on page 89.
Ask the Cisco Site Engineer for a list of all extensions that need to be monitored.
Figure 5-1 Available Device Window - Extension
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
General CTI Connection Information
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
General CTI Connection Information
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
General CTI Connection Information
Channel Mapping
If your switch supports AXL, import a list of UniqueDeviceIDs (host names) from the switch. This
simplifies your Channel Mapping configuration.
You can only import a list of UniqueDeviceIDs (host names) from the switch if you have:
• Configured the AXL interface, see Defining an AXL - Application User on page 50
• Defined the AXL in the CTI Connection, see Step 9.2 on page 87.
After you have imported the devices from the switch, the UniqueDeviceIDs display in the
Available Device area, see Figure 5-6.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
General CTI Connection Information
However, these devices with their UniqueDeviceIDs do NOT display in the Monitor Devices
area, see Figure 5-7.
Figure 5-7 Monitored Devices Area
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
General CTI Connection Information
Key Manager
The Key Manager holds all of the keys it receives for each session and supplies the keys for the
Logger to decrypt the packets.
NOTE: The Key Manager is a special component that must be created to support
SRTP recording. This is done ONLY in a secured, encrypted RTP environment. There
is NO need to create it for normal RTP recording.
IMPORTANT
Before you create a Key Manager, verify that you have configured the SRTP parameters in the
IP Capture’s IP tool. Navigate to D:\NTLogger\VoIPCapture\Bin\IPTool.exe.
For more information, see the VoIP Logger Installation Guide.
The Key Manager is configured automatically when you define the New CTI Connection wizard.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Configuring a New CTI Connection
IMPORTANT
For more information regarding defining Hunt Pilot/Groups, CTI ports and Pickup groups, see
Monitoring ACDs (Hunt Pilot/Groups) on page 77, Monitoring IVRs (CTI Ports) on page 77,
Monitoring Pickup Groups on page 78.
IMPORTANT
Before you begin, ensure that you have configured the CLS Server in the NICE System
Administrator. For more information, see the Interactions Center Server Configuration, System
Administrator Guide.
2. In the System Administrator, in the Organization tree, navigate to Master Site > CTI
Integrations.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Configuring a New CTI Connection
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Configuring a New CTI Connection
4. Click Next. The Set New CTI Connection Wizard displays the CLS and Telephony Switch
definitions section.
Figure 5-12 CLS and Telephony Switch definitions Section
Use existing
Telephony Switch
5.4. If you have several different types of Cisco Switches: in the Switch Name field,
change the name to indicate that this connection is with TAPI Passive.
IMPORTANT
There is a limitation on the number of characters that can be used when defining the Switch
Name. You should use no more than 100 characters.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Configuring a New CTI Connection
5.6. (Optional) To edit advanced NICE Interactions Center Reporting options, click
Advanced.
NOTE: It is recommended that you leave all three Agent Logon modes selected.
For Advanced
CLS Reporting
type options,
click here
The following non-standard NICE Interactions Center log-in options are enabled in the
Agent Logon Mode area:
• To the same station again - allows agents to log in to the same workstation
more than once.
• To more than one station - allows agents to log in to more than one
workstation.
• To a station another agent is logged into - allows more than one agent to
log in to one workstation.
5.6.1. Clear the options that you do not require.
6. Click Next. The Set New CTI Connection Wizard window displays the CTI Interface type
section.
Figure 5-14 CTI Interface type Section
Select
CTIManager
(TAPI)
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Configuring a New CTI Connection
6.1. In the Telephony Switch and CTI Interface Type area, click the drop-down list and
select CTIManager (TAPI).
6.2. Do NOT select the Active VoIP checkbox.
7. Click Next. The Set New CTI Connection Wizard window displays the CTI Interface
information section.
Figure 5-15 CTI Interface Information Section
8. Double-click the CUCM Version parameter. The Switch Connection Parameter window
appears.
Figure 5-16 Switch Connection Parameter Window - CUCM Version
8.1. From the Value drop-down list, select the relevant CUCM version.
8.2. Click OK.
9. If you need to import devices from the telephony switch, expand Additional Interface
Parameters. If you do not need to import devices, continue with Step 10 on page 88.
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Configuring a New CTI Connection
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Configuring a New CTI Connection
10. Click Next. The Set New CTI Wizard window displays the Available Devices section.
Figure 5-18 Set New CTI Connection Wizard Window
10.1. If your site supports AXL, click the Import from drop-down list and select Switch.
For more information, see Defining an AXL - Application User on page 50 and Does
your Site Support AXL? on page 120.
10.2. Click . The list of devices is imported from the Switch together with their
UniqueDeviceIDs.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Configuring a New CTI Connection
IMPORTANT
You still need to set devices after you have done the import from the switch!
11. Set devices by following the relevant procedure/s below. If you do not need to add devices,
continue with Step 12 on page 93.
You can add the following devices that are supported by the CUCM switch:
• Extension
• ACD (a Hunt Pilot/Group)
• IVR (a CTI Port used for call routing).
• Pickup Group
NOTE: ACD and Pickup Group are not recorded. They are added here so that accurate
analysis can be made regarding events. There is also no need to configure channel
mapping for them.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Configuring a New CTI Connection
To Do Procedure
5. Click OK.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Configuring a New CTI Connection
To Do Procedure
Import devices from a file 1. From the Import from drop-down list, select File,
Edit devices 1. Select the device that you want to edit and click
. The Edit Available Devices window appears.
2. Edit the device information.
3. Click OK.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Configuring a New CTI Connection
To Do Procedure
Export a list of devices to a file 1. Click . The Export Available Devices List
window appears.
2. Complete the information.
3. Click OK.
For more information, see Exporting Devices to a Text
File on page 107.
The Set New CTI Wizard window reappears displaying all the devices that you have added.
Figure 5-20 Available Devices Area
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Configuring a New CTI Connection
12. Click Next. The Set New CTI Connection Wizard window displays all monitored devices.
Figure 5-21 Monitored Devices Area
NOTE: The UniqueDeviceID devices do not display in the Monitored Devices area.
12.1. If there are devices that you do not want to monitor, from the Monitored Devices list,
select the device.
12.2. Click . The selected device is moved to the Available Devices list.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Configuring a New CTI Connection
13. Click Next. The Set New CTI Connection Wizard window displays the Optional Features
area.
Figure 5-22 Optional Features Area
Select Key
Manager
The Optional Features area includes features that you may want to include in your
integration. Select the relevant features for your current integration.
Select the relevant features:
• Key Manager. When selected, the Key Manager is automatically defined. Continue
with Step 14.
• Rejected Devices and click Next. The Rejected Devices area appears. Continue the
configuration with Configuring Rejected Devices - Step 3 on page 99.
• Call Flow Analysis. When selected, the Call Flow Analysis is automatically defined.
14. Click Next. The Set New CTI Connection Wizard window displays the Select a Connection
Manager area.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Configuring a New CTI Connection
Select a
port
15. Click Next. The Set New CTI Connection Wizard window displays the Summary section.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Configuring a New CTI Connection
TIP: If you configured for Rejected devices, you need to activate Rejected Devices.
See Activating the Rejected Devices on page 101.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Verifying the CTI Integration
NOTE: This diagram only displays the connection layout. It DOES NOT notify you if the
connection between the different components is established or not!
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Additional Integration Configuration
IMPORTANT
Activation of this Rejected devices only takes place after you select it in the Driver
configuration, see Activating the Rejected Devices on page 101.
-or-
In the CTI Connection wizard, expand Rejected Devices.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Additional Integration Configuration
To Do Procedure
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Additional Integration Configuration
To Do Procedure
Delete rejected devices • Select the device that you want to delete and click
.
Search for a rejected device 1. Select the device that you want to search for and
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Additional Integration Configuration
4. If you are in the middle of configuring the New CTI Connection wizard, continue with Step 14
on page 94.
5. Continue with Activating the Rejected Devices on page 101.
Select the
relevant CTI
Interface
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Additional Integration Configuration
Select
Rejected
Devices
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Additional Integration Configuration
IMPORTANT
Before importing available devices, verify that you have configured the CTI Interface -
Additional Interface Parameters, see Step 9 on page 86.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Additional Integration Configuration
2. In the Available Devices area, click the Import from drop-down list and select Switch.
To use the import feature, the .txt file must be formatted as follows:
• Each line in the .txt file must represent one device.
• Each line must include both the device number and its corresponding device type.
• The device number and its corresponding device type must be separated by either a single
space or by one tab increment.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Additional Integration Configuration
-or-
In the New CTI Connection Wizard, in the Switch Devices Configuration window, expand
Available Devices.
3. Click the Import from drop-down list, select File and click .
Figure 5-36 Switch Devices Configuration Window - CTI Connection Wizard
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Additional Integration Configuration
4. If you want to overwrite all the devices that currently appear in the Available Devices area,
select the Overwrite list of available devices checkbox.
5. In the Delimiter drop-down list, select if the delimiter that separates the device number from
its corresponding type is a Space, a Tab, or a Comma increment.
6. In the Records separator drop-down list, accept the default New Line.
7. In the Fields order drop-down list, select the relevant order in which the device number and
its corresponding type that appears in the txt file:
• Device Delimiter Device Type (that is, first the device number followed by the device
type),
• Device Type Delimiter Device (that is, first the device type followed by the device
number).
8. Click the Import File browse button and browse to the file you want to import.
9. Click OK. The devices listed in the .txt file are configured into the CTI Interface.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Additional Integration Configuration
-or-
In the New CTI Connection Wizard, in the Switch Devices Configuration window, expand
Available Devices.
3. Click Export to file.
Figure 5-39 Switch Devices Configuration Window - CTI Connection Wizard
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Additional Integration Configuration
4. In the Delimiter drop-down list, select if the delimiter that separates the device number from
its corresponding type is a Space or a Tab increment.
5. In the Fields order drop-down list, select the relevant order in which the device number and
its corresponding type will appear in the txt file:
• Device Delimiter Device Type Delimiter UniqueID (that is, first the device number
followed by the device type followed by the Unique Device ID),
• Device Type Delimiter Device Delimiter UniqueID (that is, first the device type
followed by the device number followed by the Unique Device ID).
6. Click the Export file to browse button and browse to the relevant location where you want to
save the exported file. The Save as window appears.
7. In the File name field, enter the file’s name.
8. Click OK. The devices listed in the CTI Interface are save in a .txt file.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Configuring Individual Components
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Configuring Individual Components
Connection Manager • The name, port, and ID number of Select CTI Integrations
the Connection Manager > Connection
Managers. Then, from
• The IP address or Host Name
the Actions menu, select
where the Connection Manager is
New Connection
installed
Manager.
• Reporting levels for all messages,
if different from the defaults
• If any Connection Manager
parameters need to be defined,
their names and values
• The Interfaces that will be
connected to the Connection
Manager and any parameters and
their values that might need to be
customized.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Configuring Individual Components
TSAPI Ports
CUCM Server and the NICE Interactions Center Server can be on any subnet, but there has to be
IP routing between them. Verify which ports (TCP/UDP) need to have permissions on any existing
firewall.
• For AXL port information, see the section Web Requests from CCMAdmin or CCMUser to
Cisco Unified CallManager in the document below. The recommended secure port numbers
are 443 or 8443. The recommended non-secure port number is 80.
• For non-secure TSP port information, see the section Communication between
Applications and Cisco Unified Communications Manager in the document below and see CTI
application server. The recommended port number is 2748.
• For secure (SRTP) TSP port information, refer to the section Communication between
Applications and Cisco Unified Communications Manager in the document below and see
TLS connection between CTI applications (JTAPI/TSP) and CTIManager. The
recommended port is 2749.
For more information, see the Cisco Unified Communications Manager 6.1 TCP and UDP Port
Usage white paper:
http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/port/6_1/61plrev1.pdf
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Blank page for double-sided printing.
6
Configuring Business Data
This section explains how to enable access to Cisco switch information that is not automatically
entered into NICE Interactions Center.
Contents
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Configuring Additional CTI Fields (Business Data)
IMPORTANT
Each Additional CTI field from the switch requires a specific amount of storage space (bytes) to
store it in the Database. Before you begin this procedure, you need to know the maximum size
that is required for each CTI field.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Configuring Additional CTI Fields (Business Data)
2. Click the Reserved tab. The Reserved Column Details section appears.
Figure 6-3 Reserved Column Details Section
3.1. In the Column Name field, enter the Name EXACTLY, including all spaces, as it
appears in Additional CTI Fields (Business Data) on page 35.
3.2. In the Alias Name field, enter the same name as in the Name field.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Configuring Additional CTI Fields (Business Data)
3.3. From the Column Type drop-down list, select Text or Number.
TIP: If you do not know whether to select Text or Number, select Text as it will also
display numbers.
3.5. Click Create. The new Business Data field column appears in the Reserved Column
Details area.
Figure 6-5 Reserved Column Details Area After Adding Columns
4. Repeat Step 3 for each additional Business Data field you need to add.
5. In the System Administrator, in the Organization tree, navigate to Master Site > CLS
Servers and select your CLS Server.
Figure 6-6 Organization Tree
6. Click the Business Data tab. The CLS Business Data section appears.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Configuring Additional CTI Fields (Business Data)
7. Select and double-click the relevant Business Data variable. The Map optional window
appears.
Figure 6-8 Map optional window
8. From the New Optional ID drop-down list, select an Optional ID whose maximum size is 40
and more, see Table 6-1 on page 117. (The list of available Optional IDs is determined by the
size you selected in Step 3.4 on page 116.)
IMPORTANT
If you select an Optional ID that is too small, your data will be truncated.
7, 8 Text 30
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Configuring Additional CTI Fields (Business Data)
9. Click Save.
IMPORTANT
If you added Business Data while the NICE Interactions Center was running, you should restart
the NICE Interactions Center machine.
10. To provide access to these fields in Business Analyzer, change user permissions in the User’s
Administrator application. See the User’s Administrator Guide for more information.
11. To view these fields in Business Analyzer, change the Preferences as necessary. See the
Business Analyzer Guide for more information.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
7
Configuring Channel Mapping
For detailed information regarding Device Mapping and Channel Mapping, see the Channel
Mapping Guide.
Contents
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Does your Site Support AXL?
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Channel Mapping Workflow for Passive VoIP Devices
• Selective (Interaction-based)
NOTE: When both Total Recording and Interaction-based Recording are required, you
can configure them at the same time.
The following workflows provide outlines of the channel-mapping procedures required for
recording of Passive VoIP Devices.
Total Recording Selective (Interaction-based) Recording
OR
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Channel Mapping Workflow for Passive VoIP Devices
2.2. In the Total Passive VoIP 2.2. In the Total Passive VoIP
Channels field, enter the Channels field, enter 0.
number of Total Passive VoIP
2.3. In the Selective
channels that you require.
(Interaction-based) Passive
2.3. In the Selective VoIP Channels field, enter the
(Interaction-based) Passive number of Passive VoIP
VoIP Channels field, enter 0. channels that you require.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Channel Mapping Workflow for Passive VoIP Devices
2.5. (Optional) If your site requires 2.5. Leave the default setting for
Inserter Support, select Yes. Inserter Support as No.
NOTE: Inserter Support is only
applicable for Total Recording
channels.
1.1. Import source definitions directly from the Integrations (Switches): Click and run
the Import from Integrations wizard.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Channel Mapping Workflow for Passive VoIP Devices
NOTE: This is the preferred method of defining Sources for TAPI as all the
UniqueDeviceIDs are imported automatically if you have configured AXL.
If AXL has not been configured, only the DNs are imported.
-or-
TIP: If you are required to add UDIs manually, use the TAPIMonitor.txt file to copy and
paste the UDIs from the file to the
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Channel Mapping Workflow for Passive VoIP Devices
Configuring Mapping
This is relevant for both Total Static Mapping and for Selective (Interaction-based) Static
Mapping.
Selective (Dynamic
Total (Static Mapping) Selective (Static Mapping)
Mapping)
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Channel Mapping Workflow for Passive VoIP Devices
6. After defining the channels and attaching the sources, click Save.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Channel Mapping Workflow for Passive VoIP Devices
Save button
7. Click to update configuration. This updates the CLS Server with the new mapping
definitions.
IMPORTANT
Saving the configuration is not enough! Newly saved configuration will only be loaded into the
system, after you click to update the configuration.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Channel Mapping Workflow for Passive VoIP Gateways
IMPORTANT
For monitored shared lines that need to be recorded, map all the devices that share this line by
mapping the host name (SEP + MAC address) of each device that you are sharing.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Channel Mapping Workflow for Passive VoIP Gateways
Select
Passive
VoIP
Gateway
Select
Passive
VoIP
Gateway
Enter the IP
address of
the gateway
7. In the VoIP Gateway area, in the IP field enter the IP address of the gateway.
7.1. Leave the Ports, CTI Trunk group and the CTI Time slot fields blank.
7.2. From the Source Side drop-down list, select the relevant option for your logger.
7.3. Click OK.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Channel Mapping Workflow for Passive VoIP Gateways
Save
button
3. Click to update configuration. This updates the CLS Server with the new mapping
definitions.
IMPORTANT
Saving the configuration is not enough! Newly saved configuration will only be loaded into the
system, after you click to update the configuration.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
8
Installing the NICE Integration Software
After performing all the above configurations, you now install the CTI software on the NICE
Interactions Center. See Installing the NICE CTI Software on page 132.
NOTE: It is preferable to install the CTI software after performing the configuration.
IMPORTANT
After you have installed the NICE Integration software, you should verify the TSP Client
configuration. See Verifying the TSP Client Configuration on page 138.
If you already have a version of the NICE CTI software installed, select the relevant procedure:
• Adding, modifying, or removing the NICE CTI software, see Maintaining the NICE CTI
software on page 141
• Upgrading the NICE CTI software, see Upgrading the NICE CTI Software on page 146
• Viewing the version number, see Verifying the Version Number on page 150
Contents
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Installing the NICE CTI Software
IMPORTANT
The latest Update Pack must be installed after ALL the NICE Perform components are installed
and configured. The Update Pack must be installed locally. See the NICE Update Guide for
installation details.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Installing the NICE CTI Software
4. (Optional) To change the default installation path, click Browse and select the required path.
In the Choose Folder window, click OK.
5. Click Next. The Select Integrations window appears.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Installing the NICE CTI Software
Expand Cisco CM
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Installing the NICE CTI Software
11. For a Local System Account, select Local System Account. Continue with Step 12.
Figure 8-7 Log On Window
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Installing the NICE CTI Software
13. Click Install. The Setup Status window appears and the installation begins.
Figure 8-9 Setup Status Window
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Installing the NICE CTI Software
IMPORTANT
Do NOT run the NICE Update utility at this time.
The Update Pack must be installed locally AFTER all other installations have been performed in
the NICE Perform System. See the NICE Update Guide.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Verifying the TSP Client Configuration
NOTE: You can also use the TAPIMonitor to view the recording modes of each device.
Providers
List
Version
number
Line = Type
of line e.g.
IP phone,
2. Verify the connection details that appear in the window and verify in the Line Address that
all the extensions appear.
3. In the TAPIMonitor.exe window, enter one of the lines of the phone devices (in Figure 8-11,
Line 16 or 17). Press <Enter>.
4. Make a phone call from one device to another.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Verifying the TSP Client Configuration
5. If you configured your system for security (SRTP), verify that a padlock icon appears on
the phone’s screen.
6. Verify that the TAPIMonitor.exe window displays all of the information for the call coming
from the switch, including the keys for this session.
7. Verify that all the monitored devices appear and that their Recording modes also appear.
NOTE: You can also see the UDI (SEP + MAC address) for each device which can be
useful for future troubleshooting and for channel mapping purposes.
The connection is verified. The TSP Client is able to monitor the CUCM and receive the
relevant information required to decrypt the call packets and to allow proper recordings.
NOTE: You can view all information regarding the TAPIMonitor results in the
TAPIMonitor.txt file which is recreated each time that TAPIMonitor runs.
8. If the CTI server is not installed on the same machine as the NICE Interactions Center server,
see Enabling Display of NICE System Information on page 140.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Enabling Display of NICE System Information
This summary page is generated by accessing the product information from the machines that are
part of the NICE system. In order to access this product information, the System Administrator
user needs to be included in the DCOM and WMI security settings on each machine in the NICE
system.
If the CTI server is not installed on the same machine as the NICE Interactions Center server, you
need to change the DCOM and WMI security settings on the CTI server machine. For complete
documentation, see the Enabling Display of NICE System Information appendix in the NICE
Interactions Center Installation Guide.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Maintaining the NICE CTI software
IMPORTANT
The latest Update Pack must be installed after ALL the NICE Perform components are installed
and configured. The Update Pack must be installed locally. See the NICE Update Guide for
installation details.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Maintaining the NICE CTI software
3. Select Modify.
4. Click Next. Follow the instructions to modify the software.
IMPORTANT
Do NOT run the NICE Update utility at this time.
The Update Pack must be installed locally AFTER all other installations have been performed in
the NICE Perform System. See the NICE Update Guide.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Maintaining the NICE CTI software
IMPORTANT
The latest Update Pack must be installed after ALL the NICE Perform components are installed
and configured. The Update Pack must be installed locally. See the NICE Update Guide for
installation details.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Maintaining the NICE CTI software
3. Select Repair.
4. Click Next. Follow the instructions to repair the software.
IMPORTANT
Do NOT run the NICE Update utility at this time.
The Update Pack must be installed locally AFTER all other installations have been performed in
the NICE Perform System. See the NICE Update Guide.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Maintaining the NICE CTI software
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Maintaining the NICE CTI software
3. Select Remove.
4. Click Next. Follow the instructions to remove the software.
IMPORTANT
The latest Update Pack must be installed after ALL the NICE Perform components are installed
and configured. The Update Pack must be installed locally. See the NICE Update Guide for
installation details.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Maintaining the NICE CTI software
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Maintaining the NICE CTI software
5.3. Click Next. The Network User Account Setup window appears.
Figure 8-21 Log On Window
6. For a Local System Account, select Local System Account. Continue with Step 7.
Figure 8-22 Log On Window
7. Click Next. The Setup Status window appears and the upgraded installation begins.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Maintaining the NICE CTI software
The InstallShield Wizard Complete window appears asking whether you would like to restart
your computer now.
Figure 8-24 Setup Status Window
IMPORTANT
Do NOT run the NICE Update utility at this time.
The Update Pack must be installed locally AFTER all other installations have been performed in
the NICE Perform System. See the NICE Update Guide.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Maintaining the NICE CTI software
3. Click Click here for Support Information. The Support Info window appears.
Figure 8-26 Add or Remove Programs
Version number
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
9
Using NICE Testing and Debug Tools
Use this chapter when you need to use NICE Testing and Debug Tools. Or, when you need to
prepare an Open Service Request.
IMPORTANT
Before approaching NICE Customer Support, go to the Summary Page and review the
components that have been installed on the site. For more information regarding the Summary
Page, see the System Administrator’s Guide.
NOTE: The graphics in this chapter are used for example only. This chapter is relevant
for all integrations.
Contents
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Gather Information
Gather Information
IMPORTANT
In the case of an Open Service Request (SR) Procedure, set all File Reporting Levels of
Integration components - CTI Interface, Connection Manager, Driver, etc. - to the HIGHEST level
by selecting ALL Reporting Level checkboxes.
When there are problems with the system, consider the following important issues first:
• Is this a new installation? If yes, when was the installation performed?
• Were there any changes to the environment that might have influenced the system? If yes,
check these changes first.
• How often does the problem occur?
• Is the problem reproducible? If yes, what were the steps? Make notes of these steps for NICE
Customer Support.
• Were the Servers restarted? If yes, did this resolve the problem?
• Are Professional Services in contact with you? It is important to mention this as your system
may have been customized.
• Review the Summary Page and the Updates that have been installed at the site.
• If the problems are not solved after you have reviewed all these issues, present NICE
Customer Support with this information and prepare an Open Service Request Procedure, see
Submit an Open Service Request Procedure - Checklist on page 154.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Preparing the Open Service Request Procedure Workflow
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Submit an Open Service Request Procedure - Checklist
1. Call Server, RCM and Database Server Reporting See page 170
Levels
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Submit an Open Service Request Procedure - Checklist
1. Prepare a list of devices - export a list of all your devices See page 196
to a text file.
3. Use the Log Collector to collect all the log files. Include: See page 197
• Call Server
• RCM
• Database Server
• Logger/VoIP Logger
• Summary Page
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Submit an Open Service Request Procedure - Checklist
Call Server, RCM and Database Server Reporting Levels See page 206
Complete the Open Service Request - Form to Submit. See page 157
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Open Service Request Procedure - Form to Submit
NOTE: Print out and complete this checklist before faxing it to NICE Customer Support.
Verify that you have all the required information before you approach NICE Customer
Support, see Submit an Open Service Request Procedure - Checklist on page 154.
Site name
Telephony switch type
PABX type
Version of CUCM
Version of NICE Interactions Center
plus the current service pack
Site configuration
e.g. is there more than 1 driver? How
many CLSs are there on-site?
Recording environment used - Total
or Interaction-based Recording
NICE Customer Support contact
person’s name
Site’s contact person’s name
Remote connection - details and
availablity
Production hours (e.g. 24/7)
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Open Service Request Procedure - Form to Submit
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Open Service Request Procedure - Form to Submit
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Open Service Request Procedure - Form to Submit
Time of call
Devices involved in the problematic
scenario
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 1: If a Problematic Scenario Occurs, What Should I Do?
If NICE Customer Support advises you to prepare an Open Service Request Procedure, you should
do the following:
1. Shut down the system.
2. Back up existing log files.
3. Clear all log folders.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
TIP: It is important to make a note of your current Reporting Levels and Debug Tools
settings BEFORE activating the debug tools so that you can return your system to its
original configuration. Either:
• Take screen-captures (<Alt> + <PrtSrn>) of your current settings
-or-
• Note down your settings.
After you have shut down the system and cleaned out all the log files, you need to set up the Log
Collector. Then, you set the reporting levels of the Call Server, RCM and Database Server. Finally,
you also need to activate the relevant debug tools:
1. Setting Up the Log Collector
2. Setting the Call Server, RCM, and Database Server Reporting Level
3. Setting Up the Events Spy
4. Setting Up the CAPI Spy Plug-in
5. Setting the Integration Log Reporting Levels
6. Setting Up the Debug Service
7. Setting Up TAPIMonitor as a Debug Tool
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
Getting Started
Verify that there is at least 1 GB of free space on the local temp folder to store reports. Reports will
not be saved if enough free space is not available. The temporary location for reports cannot be
changed.
The Log Collector does not require an installation process.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
Selection
Area
Reports
Collection
Log
Progress
Bar
4.1. Click Read From Database . The SQL Server Credentials window appears.
Figure 9-2 SQL Server Credentials Window
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
4.2. Enter the Hostname or IP address for the SQL Server where the NICE Perform
databases reside.
4.3. Select SQL Server connection credentials.
4.4. Click OK.
The Log Collector runs a discovery task and fills the Server Reports list with all the
information components that can be collected from your NICE Perform servers and
connected Data Hubs.
Figure 9-3 Server Reports
4.5. Expand a branch to see all potential reports. Clear the checkbox of any report not
currently needed.
If you leave an item selected that is not installed (i.e., you leave ScreenSense selected and
ScreenSense is not installed), it will appear as an error after the collection is run.
Figure 9-4 Server Reports - Selection
Component
Reports
Component
Reports
5. If your site is very large, you should use the manual option. Do the following:
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
5.2. Enter the Host Name or IP Address of the Server where the components reside.
5.3. If the SQL server is installed on a different server, select Use dedicated SQL Server.
Then enter its host name or IP address.
5.4. Select components from the list. Then click OK.
The selected components appear under the new branch, Data Hub:Undefined.
Figure 9-6 Server Reports - Undefined
Data Hub:Undefined
6. Click Start to start collection now or click Schedule Collection to start collection at
a later time.
The Server Credentials window appears.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
7. In the Machine Credentials area, select one of the following types of Authentication:
• Current Windows User
• Different Windows User (enter a Password and Domain (optional) for the user)
TIP: You can enter the information (Authentication or Password and Domain) in one
row, then click Copy Credentials to fill the entire table with the same values.
8. In the SQL Server Credentials area, select one of the following types of Authentication:
• Current Windows User
• Different Windows User (enter a Password and Domain (optional) for the user)
• SQL User (enter a Password and Domain (optional) for the user)
TIP: You can enter the information (Authentication or Password and Domain) in one
row, then click Copy Credentials to fill the entire table with the same values.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
10. When the collection is complete, you will see the following results:
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
Setting the Call Server, RCM, and Database Server Reporting Level
Set the File reporting level to Debug for the various modules and services.
TIP:
For troubleshooting purposes, set the logs to the maximum size and maximum number
of log files.
2. In the Organization tree, select CLS Definitions > CLS Servers. Select the relevant CLS
Server.
3. Click the Report Level tab.
Figure 9-11 CLS Report Level
4. Expand the Call Server and set the File reporting level to Debug.
5. Expand the DBServer and set the File reporting level to Debug.
6. Expand RCM and set the File reporting level to Debug.
NOTE:
Currently the Screen reporting level category is not available, although it appears on the
screen. Changing this field has no effect on the system.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
WARNING
Using the NICE Events Spy can greatly increase the load on your system. The UseSpy
parameter default is therefore No. Using the NICE Events Spy and changing the parameters
should be performed only by authorized personnel and in conjunction with NICE Customer
Support.
The NICE Events Spy tool is part of the NICE Perform CTI Integrations. After you define the
Events Spy in your system, you should set it up to receive events.
Double-click UseSpy
4. Double-click the UseSpy parameter. The Set Parameter Value window appears.
Chapter 9: Using NICE Testing and Debug Tools 171
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
5. From the Value drop-down list, select Yes and click OK.
6. Double-click the SpyMailSlot Name parameter. The Set Parameter Value window appears.
Figure 9-14 Set Parameter Value Window
7. In the Value field, enter the name of the mailslot that you want to use in conjunction with
NICE Events Spy:
• This can be any name.
• This name is later used in the Events Spy tool to connect to this specific Connection
Manager.
NOTE: The Value field is case sensitive. You are recommended to use a short name.
8. Click OK.
NOTE: If the Integration is running, you should restart the Integration Service after
setting these definitions.
1. Click Start > Run.
2. In the Run window, in the Open field, enter services.msc and click OK.
3. In the Services Window, select the Nice Integration Dispatch Service and
double-click.
4. In the Service status area, click Start. The Service status changes to Started.
5. Click OK.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
Event Type
Column
2. From the Connections menu, select Mailslot Connections for Receiving Events > Open
Mailslot. The Events Spy - Mailslot Name window appears.
Figure 9-16 Events Spy - Mailslot Name Window
3. Enter the name of the mailslot you defined in setting up the NICE Events Spy tool. Click OK.
The Events Spy begins to receive events from the switch. The events are listed in the Event
Type column of the Events Spy window, see Figure 9-15.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
WARNING
Use of the SimCTILink tool must be coordinated in advance with NICE Systems and must be
performed only by authorized personnel. DO NOT attempt to use this tool on your own.
You must therefore leave the parameter default value as No unless specifically instructed to do
so by NICE Customer Support.
Sending Events
WARNING
You can send events to NICE Systems using the Events Spy window. Sending events is only
done when using the SimCTILink tool, and must be coordinated in advance with NICE Customer
Support.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
4. In the Attach CTI Interfaces section, click the relevant interface driver and click Configure.
The Driver - Interface Configuration window appears.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
IMPORTANT
You can select CAPISpy once and then leave it selected, as it has no negative impact on the
system.
Click the
arrows to
change the
order
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
NOTE: Make CAPISpy the last entry in the Driver Real-Time Plugins list. This enables you to
see any changes that could occur because of other plugins.
You can change the order of the drivers by clicking the arrows.
After you select or clear the CAPISpy checkbox, you must restart the driver in order for the
change to take effect.
7. Click the General tab and expand Additional Driver Parameters. The Additional Driver
Parameters area displays.
Figure 9-20 Additional Driver Parameters Area
Default
Parameter Name Description
Value
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
9. Click Save .
NOTE: If the Integration is running, you should restart the Integration Service after
setting these definitions.
1. Click Start > Run.
2. In the Run window, in the Open field, enter services.msc and click OK.
3. In the Services Window, double-click the Nice Integration Dispatch Service.
4. In the Service status area, click Start.
The Service status changes to Started.
5. Click OK.
The CAPI Spy connects by default to the localhost CTI driver on the 7002 port. When port 7002 is
used by another third party application, you can change the port. See CAPI Spy Plug-in.
NOTE: You can also monitor CAPI messages from a different host. In this case, enter the IP
address of the remote machine. This can seriously overload the network and should be avoided
if possible.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
WARNING
Reporting Levels may be helpful for troubleshooting. However, making changes to the Reporting
Levels can greatly add to the load on your system. Changing Reporting Levels should therefore
be done only by authorized personnel and in conjunction with NICE Customer Support.
You can set the Reporting Levels in any of the integration branches e.g. in the Connection
Managers, in the Drivers, in the Key Managers, in the Media Provider Controllers (Observers), or
in the New Driver wizards when you initially set up the driver.
By default, Reporting Levels are defined for the following:
• File - reports to the Log file located in the Integrations installation folder
• Event Log - reports to the Log files located in the Event Viewer
NOTE: The Event Viewer is a Microsoft feature which can be viewed under the
Control Panel > Administrative Tools.
If necessary, you can also manage the size of the log files, the amount of disk space dedicated to
them, and the number of days you wish to keep log files.
Follow the procedure below to edit the Reporting Levels for any Integration component, for
example, the CTI Interface, Connection Manager, or the Media Provider Controller.
IMPORTANT
In the case of an Open Case Procedure, set all File Reporting Levels of Integration components
- CTI Interface, Connection Manager, Driver, etc. - to the HIGHEST level by selecting ALL
Reporting Level checkboxes.
If you have two Connection Managers, remember to set the Reporting Levels for both of them.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
Click Edit
2. Select File and click Edit . The Set Reporting Level window appears.
Figure 9-23 Set Reporting Level Window
3. Select the checkboxes for the Reporting Levels you want to include and click OK.
NOTE: It is highly recommended that you do not change the settings of the default
Reporting Levels. Changing Reporting Levels should be done only by authorized
personnel and in conjunction with NICE Customer Support.
4. In the relevant log field, type the new setting and click Save .
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
IMPORTANT
When setting up the Debug Service for TAPI, you should set the RecordingMode to Simple.
You should NOT use the Asychronous and Semi_Sychronous modes.
The Debug Service enables NICE Customer Support to reproduce problematic scenarios.
WARNING
Using the Debug Service can greatly increase the load on your system. The DebugServiceMode
parameter default is therefore Idle. Using the Debug Service and changing the parameters
should be performed only by authorized personnel and in conjunction with NICE Customer
Support.
NOTE: To avoid confusion with any Debug Service files from previous sessions, it is
highly recommended to delete all existing Debug Service file(s) before activating the
Debug Service.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
Double-click DebugServiceMode
5. From the Value drop-down list, select Record and click OK.
The RecordingMode and DebugFilesFldr parameters appear.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
DebugFilesFldr Defines the folder in which the files created by the Debug
Debug Service are saved.
NOTE:
• It is highly recommended to delete the contents
of the Debug folder before activating the Debug
Service.
• This parameter is activated only when you
activate the DebugServiceMode.
• The files are saved in binary format.
AvailableDiskQuota Defines the maximum size allowed on the hard disk 300
for the Debug file you defined in the
DebugFilesFldr above.
• The value is defined in MB.
• This parameter is activated only when you
activate the DebugServiceMode.
7. Before you can activate the Debug Service, you must first stop the Services.
7.1. Click Start > Run. The Run window appears.
7.2. In the Open field, enter services.msc and click OK. The Services window appears.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
7.3. Select the Nice Integration Dispatch Service and double-click. The Nice Integration
Dispatch Service Properties window appears.
7.4. In the Service status area, click Stop. The Service status changes to Stopped.
7.5. Click OK.
8. To activate the Debug Service after you have defined the above parameters, close the
Connection Manager process in the NICE Interactions Center.
The Debug Service is activated when the Dispatch Service automatically restarts the
Connection Manager process.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
9. The Debug Service transfers the event data to the file you defined in the DebugFilesFldr
above.
For each debug session, the Debug Service automatically creates four debug files:
e_xxxxxxxxxx.dbg
e_xxxxxxxxxx.ndx
r_xxxxxxxxxx.dbg
r_xxxxxxxxxx.ndx
Where “xxxxxxxxxx” is the unique debug session identifier. The folder to which the above
files are transferred is located in D:\Program Files\Nice Systems\CTI\Debug (default), or
in the location you defined in the DebugFilesFldr parameter above.
IMPORTANT
You must send all four Debug files to NICE Customer Support. If any one of the Debug files is
missing, the scenario cannot be reconstructed.
IMPORTANT
After you have sent off the Open Service Review, you need to return the Debug Service to its
original status. See Resetting the Debug Service.
The Debug Service enables NICE Customer Support to reproduce problematic scenarios.
WARNING
Using the Debug Service can greatly increase the load on your system. The DebugServiceMode
parameter default is therefore Idle. Using the Debug Service and changing the parameters
should be performed only by authorized personnel and in conjunction with NICE Customer
Support.
NOTE: To avoid confusion with any Debug Service files from previous sessions, it is
highly recommended to delete all existing Debug Service file(s) before activating the
Debug Service.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
Double-click DebugServiceMode
5. From the Value drop-down list, select Record and click OK.
The RecordingMode and DebugFilesFldr parameters appear.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
DebugFilesFldr Defines the folder in which the files created by the Debug
Debug Service are saved.
NOTE:
• It is highly recommended to delete the contents
of the Debug folder before activating the Debug
Service.
• This parameter is activated only when you
activate the DebugServiceMode.
• The files are saved in binary format.
AvailableDiskQuota Defines the maximum size allowed on the hard disk 300
for the Debug file you defined in the
DebugFilesFldr above.
• The value is defined in MB.
• This parameter is activated only when you
activate the DebugServiceMode.
7. Before you can activate the Debug Service, you must first stop the Services.
7.1. Click Start > Run. The Run window appears.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
7.2. In the Open field, enter services.msc and click OK. The Services window appears.
Figure 9-31 Services Window
7.3. Select the Nice Integration Dispatch Service and double-click. The Nice Integration
Dispatch Service Properties window appears.
7.4. In the Service status area, click Stop. The Service status changes to Stopped.
7.5. Click OK.
8. To activate the Debug Service after you have defined the above parameters, close the
Connection Manager process in the NICE Interactions Center.
The Debug Service is activated when the Dispatch Service automatically restarts the
Connection Manager process.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
9. The Debug Service transfers the event data to the file you defined in the DebugFilesFldr
above.
For each debug session, the Debug Service automatically creates four debug files:
e_xxxxxxxxxx.dbg
e_xxxxxxxxxx.ndx
r_xxxxxxxxxx.dbg
r_xxxxxxxxxx.ndx
Where “xxxxxxxxxx” is the unique debug session identifier. The folder to which the above
files are transferred is located in D:\Program Files\NICE Systems\CTI\Debug (default), or
in the location you defined in the DebugFilesFldr parameter above.
IMPORTANT
You must send all four Debug files to NICE Customer Support. If any one of the Debug files is
missing, the scenario cannot be reconstructed.
IMPORTANT
After you have sent off the Open Service Review, you need to return the Debug Service to its
original status. See Resetting the Debug Service.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
Before opening an Open Service Request Procedure, set up the TAPIMonitor to run as a debug
tool. You should perform open line for a specific Directory Number (DN) and recreate the
problematic call scenario.
You can also use the TAPIMonitor to verify that the Directory Numbers (DNs) are being
monitored. In this case too, you should perform open line.
Remember to send the TapiMonitor.exe log file when you open the Service Request.
IMPORTANT
When running TAPIMonitor as a debug tool, it is highly recommended that you stop the NICE
Integration Dispatch Service. If you cannot stop it for operational reasons, contact NICE
Customer Support.
Providers
List
Version
number
Line = Type
of line e.g.
IP phone,
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
3. Verify the connection details that appear in the window and verify in the Line Address that
all the extensions appear.
4. In the TAPIMonitor.exe window, enter one of the lines of the phone devices (in Figure 9-32,
Line 16 or 17). Press <Enter>.
Figure 9-33 TAPIMonitor.exe Connection Details Window - Successful Connection Example
Line = UniquelineID Providers List Version number Line Name = Host name
MAC Address
6. If you configured your system for security (SRTP), verify that a padlock icon appears on
the phone’s screen.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 2: Setting Reporting Levels and Activating Debug Tools
7. Verify that the TAPIMonitor.exe window displays all of the information for the call coming
from the switch, including the keys for this session.
8. Verify that all the monitored devices appear and that their Recording modes also appear.
NOTE: You can also see the host name (SEP + MAC address) for each device which
can be useful for future troubleshooting.
The connection is verified. The TSP Client is able to monitor the CUCM and receive the
relevant information required to decrypt the call packets and to allow proper recordings.
NOTE: You can view all information regarding the TAPIMonitor results in the
TAPIMonitor.txt file - Nice Systems\CTI\TAPICTILink.
Type -OAL
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 3: Restarting the System and Running Problematic Scenario
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 4: Collecting Information
4. In the Delimiter drop-down list, select if the delimiter that separates the device number from
its corresponding type is a Space or a Tab increment.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 4: Collecting Information
5. In the Fields order drop-down list, select the relevant order in which the device number and
its corresponding type will appear in the txt file:
• Device Delimiter Device Type Delimiter UniqueID (that is, first the device number
followed by the device type followed by the Unique Device ID),
• Device Type Delimiter Device Delimiter UniqueID (that is, first the device type
followed by the device number followed by the Unique Device ID).
6. Click the Export file to browse button and browse to the relevant location where you want to
save the exported file. The Save as window appears.
7. In the File name field, enter the file’s name.
8. Click OK. The devices listed in the CTI Interface are save in a .txt file.
The Log Collector gathers information from all the NICE Perform servers and local workstations.
It presents this information in the form of reports. When Log Collector reports are created, they are
stored in a temporary location on your workstation.
The Log Collector provides the ability to save all reports in one zipped file. This zipped file can be
opened using the Log Collector on another machine, or unzipped and then the reports are opened
one-by-one.
NOTE: Some types of reports, such as log files and configuration files, can also be
opened using other applications and then saved. For information regarding viewing the
Log Collector reports, see the Log Collector Guide.
All Successful reports will be exported. Failed reports will be copied to maintain the Reports tree
structure. Reports not marked to run will not be copied to the export file.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 4: Collecting Information
NOTE: Reports that were unsuccessful cannot be rerun from the Import Reports list.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 4: Collecting Information
4. In the Providers list, select CiscoTSP001.tsp and click Configure. The Cisco Unified
Communications Manager TSP window appears.
4.1. Click the Trace tab.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 4: Collecting Information
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 4: Collecting Information
NOTE: To view the contents of any of the log files you created, from the File menu click
Open Log File.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 4: Collecting Information
3. To create a file using the .bin format, click Save Only Selected Events to Binary File. To
create a file using the .xml format, click Save Only Selected Events to XML File. The Save
as window appears.
4. Save the file in any convenient location.
Collecting and Viewing CAPI Spy Files Using the CAPI Spy Utility
NICE Systems provides a utility for viewing the CAPI Spy messages in XML format.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 4: Collecting Information
NOTE: If the connection is not successful, an error message appears. Contact NICE Customer
Support.
If the connection is dropped, an error message appears. To reconnect the connection, from the
Connect menu, select Connect to CTI Driver.
3. From the File menu, point to Save to file and select Save all to save events to a log file.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 4: Collecting Information
3. Drag and drop the Debug files into the File Details area.
The Debug files and the debug session identifier numbers appear in the File Details area.
4. When necessary, you can open and view the contents of the .dbg files.
IMPORTANT
Make sure that you send to NICE Customer Support the four debug files that correspond to the
debug session ID number.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 4: Collecting Information
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 5: Reset the System
Resetting the Call Server, RCM, and Database Server Reporting Levels
Reset the File reporting level to its original setting. Refer to the notes that you made before you
changed these settings.
TIP:
For troubleshooting purposes, set the logs to the maximum size and maximum number
of log files.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 5: Reset the System
4. Expand the Call Server and set the File reporting level to its original setting.
5. Expand the DBServer and set the File reporting level to its original setting.
6. Expand RCM and set the File reporting level to its original setting.
NOTE:
Currently the Screen reporting level category is not available, although it appears on the
screen. Changing this field has no effect on the system.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 5: Reset the System
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 5: Reset the System
Click Edit
2. Select File and click Edit . The Set Reporting Level window appears.
Figure 9-46 Set Reporting Level Window
3. Clear the checkboxes of the Reporting Levels that you included and click OK.
4. In the relevant log field, type the new setting and click Save .
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 5: Reset the System
Double-click UseSpy
4. Double-click the UseSpy parameter. The Set Parameter Value window appears.
Figure 9-48 Set Parameter Value Window
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 5: Reset the System
NOTE: If the Integration is running, you should restart the Integration Service after
setting these definitions.
1. Click Start > Run.
2. In the Run window, in the Open field, enter services.msc and click OK.
3. In the Services Window, select the Nice Integration Dispatch Service and
double-click.
4. In the Service status area, click Start. The Service status changes to Started.
5. Click OK.
Double-click DebugServiceMode
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 5: Reset the System
4. From the Value drop-down list, select Idle and click OK.
5. Restart the Services.
5.1. Click Start > Run. The Run window appears.
5.2. In the Open field, enter services.msc and click OK. The Services window appears.
Figure 9-51 Services Window
5.3. Select and double-click Nice Integration Dispatch Service. The Nice Integration
Dispatch Service Properties window appears.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Procedure 5: Reset the System
5.4. In the Service status area, click Start. The Service status changes to Started.
5.5. Click OK.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Connection Manager Monitor
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Connection Manager Monitor
2. From the Monitor menu, select Connect. The Select Connection Manager window appears.
Figure 9-54 Select Connection Manager Window
3. Enter the Connection Manager ID of the NICE Interactions Center to which you want to
connect. Click OK. The Connection Manager Monitor displays the contents of the Connection
Manager tables.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Connection Manager Monitor
4. From the Client menu of the Connection Manager Monitor window, select Connect. The
Select Connection Manager window appears.
Figure 9-56 Connection Manager Window - Client Menu
5. Enter the Connection Manager ID of the NICE Interactions Center to which you want to
connect. Click OK.
After the Connection Manager Monitor establishes connection to the desired Connection
Manager, the Monitor, Stop Monitor, and Disconnect options in the Client menu become
enabled. The Client connection appears in the Clients area.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Connection Manager Monitor
Client
connection
6. From the Client menu, select Monitor. The Monitor Device window appears.
Figure 9-58 Monitor Device Window
6.1. In the Device ID field, enter the Device ID number of the Connection Manager to which
you want to connect.
6.2. In the Switch ID field, enter the Switch ID number.
6.3. From the Device Type drop-down list, select the appropriate device type.
6.4. Click Monitor. The response appears in the Output area.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Connection Manager Monitor
IMPORTANT
The Connection Manager Monitor window does not continuously refresh the data displayed in
the window; it only displays the data current at the time you establish the connection. To update
the data displayed in the window, click Update.
7. Click Update. The new Client appears in the Client Device Requests area.
Figure 9-60 Connection Manager Monitor - Client Device Requests Area
New
Client
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Connection Manager Monitor
This procedure describes how to stop the Connection Manager Monitor when it is functioning as a
client.
2. Enter the Device ID number and the Switch ID of the device you want to stop monitoring.
3. Click Stop Monitor. The response appears in the Output area.
This procedure describes how to disconnect the Connection Manager Monitor when it is
functioning as a client.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Log Manager System
-or-
• Right-click the icon, and select Open NICE CTI Console Viewer.
Chapter 9: Using NICE Testing and Debug Tools 220
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Log Manager System
A log window opens and the integration modules installed on the local machine are listed.
(This list is updated when you add/remove any integration modules in the NICE System
Administrator.)
Figure 9-65 CTI Log Window
NOTE: These Reporting Levels are only relevant for the CTI Console.
WARNING
Reporting Levels may be helpful for troubleshooting. However, making changes to the Reporting
Levels can greatly add to the load on your system. Changing Reporting Levels should therefore
be done only by authorized personnel and in conjunction with NICE Customer Support.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Log Manager System
Filtering Messages
You can filter messages in any of the following manners:
• Reporting Level: Clear the checkboxes of the Reporting Levels that are irrelevant
(message importance).
• Module name: Clear the checkboxes of any modules that are irrelevant.
• Thread ID: Clear the checkboxes of any Thread IDs that are irrelevant.
NOTE: The filter is applied to new messages. It does not affect old messages.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Log Manager System
When the log window is filled with the maximum number of messages, the top rows are
automatically deleted.
2. From the Options menu, select Change color.
2.1. Select a background color.
2.2. Select a color for each reporting level.
Log Manager
The Log Manager consists of the:
• Log Manager Services
• Log Viewer
The Log Manager’s second module can be found in Services. It consists of two Log Manager
related services:
• Nice Integration Log Retention
• Nice Integration Reporting Level Dumper
WARNING
You should not change any values in the Registry. All changes should be done through the
System Administrator application and only by authorized personnel and in conjunction with
NICE Customer Support.
Filtering Logs
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Log Manager System
Click Filter
5. Click Filter.
The filtered logs appear in the Log Viewer window.
6. To save the filtered log file for future reference, from the File menu, select Save as. The Save
as window appears.
7. Name the filtered log file appropriately.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Log Manager System
Searching Logs
The Log Viewer enables you to search for specific text within a specific column or within all
columns. The Log Viewer remembers past searches.
2. Click the In column drop-down list and select the relevant search basis.
3. Click Find next.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Blank page for double-sided printing.
10
Troubleshooting
This chapter includes CUCM and/or TAPI troubleshooting problem scenarios and solution
procedures for the NICE Interactions Center and the CUCM integration.
It also includes general troubleshooting for NICE Perform.
TIP:
If you need to send a problem to NICE Customer Support, prepare all the necessary information.
See Using NICE Testing and Debug Tools on page 151.
Contents
TAPI Troubleshooting...................................................................................................228
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
TAPI Troubleshooting
TAPI Troubleshooting
If you are experiencing problems with your NICE Interactions Center and the CUCM integration,
consult the following troubleshooting problem scenarios and solution procedures:
• A Complete List of Lines does not Appear
• No Lines Appear in TAPIMonitor
• TSP’s STATUS certificate is not Available (Secured Connections Only) on page 232
• Calls via the ACD (Hunt Pilot/Groups) are not Reported Correctly on page 233
• Calls via the IVR are not Reported Correctly on page 235
• Group PickUp Scenarios are not Reported Correctly on page 238
• Call Park Scenarios are not Reported Correctly on page 240
• Receiving No Events for a Specific Device on page 242
• Events Are Not Received on page 244
• Extension Mobility Log In/Log Out Problems on page 244
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
TAPI Troubleshooting
4. In the Select Server area, from the Server drop-down list, select the server where the CTI
service is installed.
Figure 10-3 Select Server Area
Click Restart
5. Click Go.
6. In the CM Services area, select Cisco CTIManager and click Restart.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
TAPI Troubleshooting
If no lines appear in the TAPIMonitor, troubleshoot this problem using the scenarios below:
Scenario 1: While you are configuring the TSP client (see Figure 10-5 on page 230), you try to
run the TAPIMonitor. No lines appear in the TAPIMonitor.
Solution: Finish configuring the TSP client and then run TAPIMonitor.
Figure 10-5 Scenario 1
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
TAPI Troubleshooting
Scenario 2: If one of the parameters in the TSP client are not configured properly, then no lines
appear in the TAPIMonitor.
Solution: Verify the following parameters:
• user name
• password
• IP address
Scenario 3: If there is a problem of connectivity from the NICE Interactions Center to the CUCM,
then no lines appear in the TAPIMonitor.
Solution: Perform all normal connectivity tests e.g. ping the CUCM, firewall, etc.
Scenario 4: If no devices were configured on the CUCM, then no lines appear in the
TAPIMonitor.
Solution: Verify that all relevant devices are configured on the CUCM in the nicecti user:
• For an Application user, see Step 1 on page 44.
• For an End user, see Step 5 on page 278.
Scenario 5: If the TSP client does not appear under the Phones and Modems Options window,
then no lines appear in the TAPIMonitor.
Solution: You need to add the TSP client.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
TAPI Troubleshooting
3. Click Add.
Figure 10-7 Phone and Modem Options Window - Advanced Tab
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
TAPI Troubleshooting
Calls via the ACD (Hunt Pilot/Groups) are not Reported Correctly
Scenario: Calls via the ACD (Hunt Pilot/Groups) are not reported correctly
Solution: Ensure that all Hunt Pilot/Groups are configured in the devices as ACDs.
5. If the ACD number is missing: Click Add. The Available Device window appears.
Figure 10-9 Available Device Window
5.1. Enter the Device number and select ACD as the Device Type.
5.2. Complete the window and click OK.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
TAPI Troubleshooting
5.3. Click .
6. In System Administrator, in the Organization tree, navigate to Master Site > CTI
Integrations > Drivers. Select the relevant TAPI Driver.
7. Click the Interfaces tab.
Figure 10-10 Driver - Interfaces Tab
8. In the Attach CTI Interfaces area, select the relevant Interface checkbox and click
Configure. The Driver - Interface Configuration window appears.
9. Expand Monitor Devices.
Figure 10-11 Driver - Interface Configuration Window
9.1. Verify that the ACD numbers are in the Monitored Devices list.
9.2. If the ACD number is missing: Select the ACD number from the Available Devices list
and move it to the Monitored Devices area.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
TAPI Troubleshooting
11. Click .
All devices
and CTI ports
that you want
associated
with the user
should display
here
-or-
If using an End User, ensure that all CTI ports are attached to your nicecti user in the
Controlled Devices list in the Devices Information area.
If devices do not appear in the Controlled Devices list, see Step 5 on page 278.
Figure 10-13 Device Information Area
All devices
and CTI ports
that you want
associated
with the user
should display
here
2. Ensure that the CTI ports are configured as IVRs in the Monitor Devices area.
2.1. Verify that you are working in Technician mode: From the Accessories menu, select
System Administrator. From the Settings menu, select Technician Mode.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
TAPI Troubleshooting
2.2. In the System Administrator, in the Organization tree, select Master Site > CTI
Integrations > CTI Interfaces. Select the relevant TAPI CTI Interface and click the
Devices tab.
2.3. Expand Available Devices.
2.4. Verify that the relevant IVR numbers (CTI ports) are in the list.
Figure 10-14 Available Devices Area
3. If the IVR number (CTI port) is missing: Click Add. The Available Device window appears.
Figure 10-15 Available Device Window
3.1. Enter the Device number and select IVR as the Device Type.
3.2. Complete the window and click OK.
3.3. Click .
3.4. In System Administrator, in the Organization tree, navigate to Master Site > CTI
Integrations > Drivers. Select the relevant TAPI Driver.
3.5. Click the Interfaces tab.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
TAPI Troubleshooting
3.6. In the Attach CTI Interfaces area, select the relevant Interface checkbox and click
Configure. The Driver - Interface Configuration window appears.
3.7. Expand Monitor Devices.
Figure 10-17 Driver - Interface Configuration Window
3.7.1. Verify that the IVR numbers are in the Monitored Devices list.
3.7.2. If the IVR number is missing: Select the IVR number from the Available Devices
list and move it to the Monitored Devices area.
3.7.3. Click OK.
3.8. Click .
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
TAPI Troubleshooting
To ensure that all PickUp Group numbers are configured as PickUp Groups:
1. Ensure that the PickUp Group numbers are configured as PickUp Groups in the Monitor
Devices area.
1.1. Verify that you are working in Technician mode: From the Accessories menu, select
System Administrator. From the Settings menu, select Technician Mode.
1.2. In the System Administrator, in the Organization tree, select Master Site > CTI
Integrations > CTI Interfaces. Select the relevant TAPI CTI Interface and click the
Devices tab.
1.3. Expand Available Devices.
1.4. Verify that the relevant PickUp Group numbers are in the list.
Figure 10-18 Available Devices Area
2. If the PickUp Group is missing: Click Add. The Available Device window appears.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
TAPI Troubleshooting
2.1. Enter the Device number and select PickUp Group as the Device Type.
2.2. Complete the window and click OK.
2.3. Click .
2.4. In System Administrator, in the Organization tree, navigate to Master Site > CTI
Integrations > Drivers. Select the relevant TAPI Driver.
2.5. Click the Interfaces tab.
Figure 10-20 Driver - Interfaces Tab
2.6. In the Attach CTI Interfaces area, select the relevant Interface checkbox and click
Configure. The Driver - Interface Configuration window appears.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
TAPI Troubleshooting
2.7.1. Verify that the PickUp Group numbers are in the Monitored Devices list.
2.7.2. If the PickUp Group number is missing: Select the PickUp Group number from the
Available Devices list and move it to the Monitored Devices area.
2.7.3. Click OK.
2.8. Click .
To ensure that all Call Park numbers are attached to the nicecti user:
• If using an Application User, ensure that all Call Park numbers are attached to your nicecti
user appear in the Permissions Information area.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
TAPI Troubleshooting
If the Call Park numbers do not appear in the Permissions Information area, see Step 3
on page 42.
-or-
• If using an End User, ensure that all Call Park numbers are attached to your nicecti user
appear in the Permissions Information area.
Figure 10-23 Permissions Information Area
If the Call Park numbers do not appear in the Permissions Information area, see
Associating User Groups with the End User on page 280.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
TAPI Troubleshooting
2. In the Find Phone where area, enter the information for the phone/s that you want to record.
3. Click Find. The Find and List Phones window appears.
The Phone Configuration window appears.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
TAPI Troubleshooting
4. In the Device Information area, click the Built In Bridge drop-down arrow and select On.
Figure 10-27 Allow Control of Device from CTI
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
TAPI Troubleshooting
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
A
Additional Parameters
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
CTI Interface Parameters
Parameters for configuring the CTI Interface are located in the Interface Connection Details of
the Set New CTI Connection wizard, see Defining a CTI Connection on page 82.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
CTI Interface Parameters
In the Interface Connection Details area, set the parameters listed in the table below.
Parameter Name Description Default Value
CUCM Version The version of Cisco Unified
Communications Manager that the link is
working with.
6. Double-click the CUCM Version parameter. The Switch Connection Parameter window
appears.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
CTI Interface Parameters
7. From the Value drop-down list, select CUCM 6.0 and above.
8. Click OK.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
CTI Interface Parameters
IMPORTANT
This configuration is needed if your site supports AXL. It enables you to import devices from the
switch.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
CTI Interface Parameters
5. Click the Connection tab and expand the Additional Switch Parameters area.
Figure A-7 Additional Switch Parameters Area
6. In the Additional Switch Parameters area, set the parameters listed in the table below.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
CTI Interface Parameters
* If this is a secure connection, the port number is usually either 443 or 8443. If it is a
non-secure connection, the port number is 80.
** Contact the Cisco Site Engineer for this information, see Defining an AXL - Application
User on page 50.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Connection Manager Parameters
Additional Parameters for configuring the Connection Manager are located in the Connection
Manager definition on the General tab.
NOTE: Do NOT select the Cisco IP-Phone Active VoIP Connection Manager.
Hold the mouse over the Connection Manager’s name to see the tooltip with the full
name. The Active VoIP Connection Manager is called ConnMngrActVoIP1.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Connection Manager Parameters
Default
Parameter Name Description
Value
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Connection Manager Parameters
Default
Parameter Name Description (Continued)
Value
6.2. In the Value field, enter the desired value and click OK.
6.3. Repeat Steps 6.1-6.2 for any additional parameters that need to be configured.
NOTE: You can also create and add additional parameters by clicking Add.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Connection Manager Parameters
WARNING
Changing parameters may have severe effects on your system. Therefore changing the
Connection Manager - Interface Parameters, or creating new ones, should be done only by
authorized personnel and with authorization by NICE Customer Support.
NOTE: Do NOT select the Cisco IP-Phone Active VoIP Connection Manager.
Hold the mouse over the Connection Manager’s name to see the tooltip with the full
name. The Active VoIP Connection Manager is called ConnMngrActVoIP1.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Connection Manager Parameters
Default
Parameter Name Description
Value
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Connection Manager Parameters
Default
Parameter Name Description (Continued)
Value
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Connection Manager Parameters
7.2. In the Value field, enter the desired value and click OK.
7.3. Repeat Steps 7.1-7.2 for any additional parameters that need to be configured.
NOTE: You can also create and add additional parameters by clicking Add.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Driver Parameters
Driver Parameters
You can add or edit the following parameters for the Driver. Select the relevant Driver parameters:
• Additional Driver Parameters
• CTI Analysis Parameters on page 264
• Additional Driver Switch Parameters on page 266
WARNING
Changing parameters may have severe effects on your system. Therefore, changing the Driver
Additional Parameters, or creating new ones, should be done only by authorized personnel and
with authorization by NICE Customer Support.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Driver Parameters
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Driver Parameters
Default
Parameter Name Description
Value
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Driver Parameters
Default
Parameter Name Description (Continued)
Value
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Driver Parameters
6.2. In the Value field, enter the desired value and click OK.
6.3. Repeat Steps 6.1-6.2 for any additional parameters that need to be configured.
NOTE: You can also create and add additional parameters by clicking Add.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Driver Parameters
WARNING
Changing parameters may have severe effects on your system. Therefore changing the Driver
CTI Analysis Parameters, or creating new ones, should be done only by authorized personnel
and with authorization by NICE Customer Support.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Driver Parameters
Default
Parameter Name Description
Value
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Driver Parameters
7.2. In the Value field, enter the desired value and click OK.
7.3. Repeat Steps 7.1-7.2 for any additional parameters that need to be configured.
NOTE: You can also create and add additional parameters by clicking Add.
WARNING
Changing parameters may have severe effects on your system. Therefore changing the
Additional Driver Switch Parameters, or creating new ones, should be done only by
authorized personnel and with authorization by NICE Customer Support.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Driver Parameters
6. In the Attach CTI Interfaces area, select the relevant Interface checkbox and click
Configure. The Driver - Interface Configuration window appears.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Driver Parameters
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Driver Parameters
Default
Parameter Name Description
Value
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Driver Parameters
Default
Parameter Name Description (Continued)
Value
8.2. In the Value field, enter the desired value and click OK.
9. Repeat Steps 8.1-8.2 for any additional parameters that need to be configured.
NOTE: You can also create and add additional parameters by clicking Add.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Media Provider Controller Parameters
WARNING
Changing parameters may have severe effects on your system. Therefore changing the
Additional Driver Switch Parameters, or creating new ones, should be done only by
authorized personnel and with authorization by NICE Customer Support.
Default
Parameter Name Description
Value
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Media Provider Controller Parameters
Default
Parameter Name Description (Continued)
Value
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Media Provider Controller Parameters
Default
Parameter Name Description (Continued)
Value
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Media Provider Controller Parameters
6.2. In the Value field, enter the desired value and click OK.
7. Repeat Steps 6.1-6.2 for any additional parameters that need to be configured.
NOTE: You can also create and add additional parameters by clicking Add.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
B
Configuring the CISCO Unified
Communications Manager
Before you integrate Cisco’s Passive Recording solution with TAPI and NICE Perform
Release 3.1, you need to prepare the CUCM environment.
If you are configuring:
• CUCM 6.0 for a new installation, see Configuring the CISCO Unified Communications
Manager on page 39.
• CUCM 6.X for an End User, continue with the current chapter.
• CUCM 5.X, continue with Configuring CUCM 5.X on page 285.
IMPORTANT
A Cisco Site Engineer must perform the CUCM configuration!
Contents
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Preparing the CUCM Environment
IMPORTANT
If your switch supports AXL, configure AXL on the CUCM to simplify channel mapping, see
Defining an AXL - Application User on page 50.
Your configuration of the switch depends on whether your site requires a standard (non-secure)
configuration or a secured configuration.
1. Defining an End User (nicecti User) 1. Defining an End User (nicecti User)
on page 277 on page 277
2. Associating User Groups with the 2. Associating User Groups with the End
End User on page 280 User on page 280
3. Viewing the End User Profile 3. Defining the Secured Configuration -
on page 284 CapF Profile on page 282
4. Viewing the End User Profile
on page 284
IMPORTANT
If you are using CUCM version 5.x, see Configuring CUCM 5.X on page 285.
If you are using previous versions of CUCM, consult your Cisco Site Engineer.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Defining an End User (nicecti User)
IMPORTANT
The recommended method of creating a nicecti user is via the Application User, see Preparing
the CUCM Environment on page 276. If for site configuration reasons this is not possible,
follow the procedure below.
Cisco recommends using NO MORE than 2000 devices for each single CTI Manager. Each CTI
Manager requires its own TAPI user (nicecti user).
You now define a new End User for the CUCM. This user will be used to communicate between
the CUCM and TSP Client on the NICE Interactions Center.
NOTE: In NICE Perform, the End User that you configure here is referred to as the
nicecti user.
The new End User can be used for either secure or non-secure connections.
IMPORTANT
A Cisco Site Engineer must perform the CUCM configuration!
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Defining an End User (nicecti User)
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Defining an End User (nicecti User)
Click Device
Association
Legend
CTI Port
Route Point
Device model +
number of model
Select the
CTI ports
you want
associated
with the
user
Select the
devices
you want
associated
with the
user
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Defining an End User (nicecti User)
9. Click Save.
A new End User is created. The new user’s information appears in the End User Configuration
window.
10. Continue with Associating User Groups with the End User.
2. Click Add to User Group. The Find and List User Groups window appears.
Figure B-8 Permissions Area
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Defining an End User (nicecti User)
3. Click Find.
Figure B-9 Find and List User Groups
4. Select the groups that you need to associate with the End User. The following groups need to
be associated:
• Standard CTI Allow Call Monitoring
• Standard CTI Allow Call Park Monitoring
NOTE: Only select Standard CTI Allow Call Park Monitoring when you need to
monitor Call Parks.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Defining an End User (nicecti User)
NOTE: You do NOT add the CapF profile for a non-secure connection!
2. Click Add new. The End User CAPF Profile Configuration window appears.
Figure B-11 End User CAPF Profile Configuration Window
3. In the End User CAPF Profile Information area, click the End User Id drop-down list and
select the same user you added in Associating User Groups with the End User
on page 280. This is the user name of the CTI user.
4. Type the Instance Id. This can be numbers, alphanumeric and/or a mixture.
NOTE: The End User Id, Instance Id and Authentication String are very important.
They should be saved by the NICE technician on-site for future reference.
5. In the Certification Authority Proxy Function (CAPF) Information area, click the
Certificate Operation drop-down list and select Install/Upgrade. See Figure B-12.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Defining an End User (nicecti User)
6. To generate the authentication string that enables a secure channel between the CUCM and
TSP, in the Certification Authority Proxy Function (CAPF) Information area, click
Generate String. The Authentication String is generated. See Figure B-12.
NOTE: The Authentication String is very important. It should be saved by the NICE
technician on-site for future reference.
7. Click Save.
A new CapF profile is created and attached to the end user.
8. Continue with Viewing the End User Profile on page 284.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Defining an End User (nicecti User)
If you need
it, ensure
that
Standard
CTI Allow
Call Park
Monitoring
is one of
the groups.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
C
Configuring CUCM 5.X
Before you integrate Cisco’s Passive Recording solution with TAPI and NICE Perform
Release 3.1, you need to prepare the CUCM environment.
You should only use this chapter if you are configuring for CUCM 5.X.
Contents
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Switch Configuration: Devices
To configure a device:
1. From the menu, select Devices.
The Devices window appears.
2. In the Search Options area, mark the relevant search criteria and click Find.
The search results appear in the Search Results area.
3. From the search results, select the device to configure.
Figure C-1 Search Results
NOTE:
The Protocol Specific Information must be configured to enable phone authentication
when registering in the CCM.
The Certification Authority Proxy must be configured for the device to support SRTP
communication.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Switch Configuration: Devices
This user will be associated with User Groups and, when a secure connection is required, with
a CapF profile which allow secure TSP – CCM connection and information authentication,
see Switch Configuration: User Groups and Switch Configuration: CapF Profile.
2. To enable monitoring, the devices must be associated to the user. In the Device Associations
area, click Device Association.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Switch Configuration: Devices
To assign Roles to a User Group and to associate the User Group with the End User:
1. Assign Roles to a User Group by selecting the User Group and then selecting the Roles from
the List of Roles (a list of predefined Roles exists when the CCM is installed).
Figure C-6 Assigning Roles
2. Associate the following groups (default in the CCM) with the nicecti End User you created,
see Switch Configuration: End User on page 287:
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Switch Configuration: Devices
Roles were assigned to the required User Groups and the required User Groups are associated
with the End User.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Switch Configuration: Devices
NOTE: You do NOT add the CapF profile for a non-secure connection!
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Switch Configuration CCM 5.X Secured
NOTE: In previous CCM versions, there was no need to enter the MAC address of each
device. As part of the security enhancements by Cisco, this is now an essential step for ALL
devices.
When the switch configuration is done, a Padlock icon appears on the IP phone device,
notifying that a secure session is taking place.
A new CapF profile was created and is attached to the End User.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Switch Configuration CCM 5.X Secured
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
TSP Client Installation and Configuration
TIP: Download and install the Cisco TSP software either directly from the Cisco CallManager
CD-ROM or from Cisco CallManager Administration.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
TSP Client Installation and Configuration
2. Click Next.
The Choose Setup Language window appears.
Figure C-14 Choose Setup Language Window
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
TSP Client Installation and Configuration
4. Click Next.
The Choose Destination Location window appears.
Figure C-16 Choose Destination Location Window
5. To change the default installation path, click Browse and select the new path.
Click Next to continue.
The Question window appears.
Figure C-17 Question Window
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
TSP Client Installation and Configuration
6. Click:
• No for only one TSP.
• Yes for multiple instances of TSPs.
The Start Copying Files window appears.
Figure C-18 Start Copying Files Window
7. Click Next.
The InstallShield Wizard Complete window appears.
Figure C-19 InstallShield Wizard Complete Window
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
TSP Client Installation and Configuration
TIP:
It is recommended to configure the TSP client to support normal recording and to make sure that
there is a connection established with the Call Manager. This will help rule out switch connection
issues later on in the integration process.
NOTE: For multiple instances of the TSP client, more than one option will appear. Make
sure to choose the correct option.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
TSP Client Installation and Configuration
4. Select the User tab and enter the User Name and Password provided by the Cisco Site
Engineer.
Figure C-21 Cisco Unified CallManager TSP Window - User Tab
5. Select the CTI Manager tab and enter the IP address or Host Name of the Cisco Call
Manager. If a redundant Call Manager appears, enter its location as well, otherwise enter the
same location in the redundant area.
Figure C-22 Cisco Unified CallManager TSP Window - CTI Manager Tab
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
TSP Client Installation and Configuration
6. Up to this step, integration has been the same as normal TAPI integration. Now additional
security details must be configured.
NOTE: The security details configured in this step are necessary in order to receive
authentication details and to establish the permissions of the CTI user configured in the
Cisco Call Manager.
7. Click Apply.
8. Close the Cisco Unified CallManager TSP window.
The TSP client is configured.
9. Reboot the computer.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
TSP Client Installation and Configuration
IMPORTANT
After you have configured and installed the NICE CTI Integration, you must verify the TSP Client
configuration to see that it is running and properly connected to the CUCM. See Verifying the
TSP Client Configuration on page 138.
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
Index
A D
ACD discovery task 165
explanation 27 driver interface
additional parameters additional parameters 266, 268
Connection Manager 252
CTI interface 246, 249 E
driver interface 266, 268 End User
automatic discovery 164 associating User Groups 280
AXL 27 defining 277
defining Application User 41, 50 End User Profile, viewing 49, 284
ports 249 Events Spy
defining SpyMailSlot Name parameter 172
C defining the UseSpy parameter 171, 210
channel mapping sending events 174
defining an AXL user 50 Extension mobility 138
Cisco Unified Communications Manager switch side 279
configuration information 74
configurations 33 H
configuring the CTI interface 82 hunt group
introduction 25 explanation 28
overview 26
Clustered configurations I
clustered CTI Managers 34 Integration
non-cluster environment 33 installation 132
Communications Managers Interactions Center 32
clustered configuration 34 IVR
single configuration 33 explanation 28
Connection Manager monitoring devices 77
additional parameters 252
configuration prerequisites 75 L
CTI 26 Logger 32
CTI Interface
additional parameters 246, 249 M
configuration prerequisites 74 machine credentials 167
configuration wizard 82 Microsoft TAPI
importing text files 104 overview 26
CTI Manager Mirroring 29
system architecture 30
CTI port N
explanation 27 ne 28
monitoring devices 77 NICE Events Spy
CTI Route Point setting up the SimCTILink tool 174
explanation 28 NICE Interactions Center 25
Index 301
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)
system architecture 30 system architecture 30
nicecti User
defining in CUCM 277 T
TAPI
P architecture 31
passive VoIP device limitations 37
workflow 121 overview 26
passive VoIP gateway TAPI driver
workflow 128 before configuring 25
Pickup group TAPIMonitor 138, 192
explanation 29 text files
Pickup groups importing 104
monitoring devices 78 TSAPI Ports 75, 111
S U
server credentials 165 UseSpy parameter 171, 210
Server Reports
automatic discovery 164 V
manually adding 164 version
Shared Line, channel mapping 121 Cisco TSP Client 61
Shared lines 29
SimCTILink tool 174 W
SPAN 29 workflow
SpyMailSlot Name parameter 172 passive VoIP device 121
SQL server credentials 165 passive VoIP gateway 128
SRTP 69
Index 302
NICE Perform ® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)