Nice Screen Installation Guide - Rev. A1

NICE Perform®
Release 3.1
NiceScreen Installation Guide
September 2008
385A0460-04 Rev. A1
®
Insight from Interactions TM
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385A0460-04 Rev. A1
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Tel: +972-9-775-3800
Fax: +972-9-775-3000
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Visit the NUG Website at www.niceusergroup.org, and follow the instructions.
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Revision History
NiceScreen Installation Guide
Revision Modification Date Description
A1 September 2008 • Updated installation paths

Blank page for double-sided printing.
Contents
1
NiceScreen Overview 13
Introducing NiceScreen . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
NiceScreen Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
NiceScreen Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15
NICE Perform Site Installation Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
NiceScreen Installation Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
2
Installing the NiceScreen Logger 19
NiceScreen Logger Installation Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Preparing the Server for NiceScreen Logger . . . . . . . . . . . . . . . . . . . . . . . . 21
Installing and Configuring SNMP Service . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Installing the SNMP Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Configuring the SNMP Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24
Installing the NiceScreen Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Installing SNMP Agent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
NiceScreen Logger Log Severities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Installing and Using ScreenAgent Management System (SAMS) . . . . . . . . . 44
Installing SAMS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44
Using SAMS Report . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 47
3
NICE ScreenAgent Installation 49
NICE ScreenAgent Installation Workflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . 50
System Requirements for NICE ScreenAgent . . . . . . . . . . . . . . . . . . . . . . . . 51
Contents 7
NICE Perform ® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Features and Pre-installation Considerations . . . . . . . . . . . . . . . . . . . . . . . . 51
ScreenAgent in the Windows Vista Environment . . . . . . . . . . . . . . . . . . . . . 52
Selective Application Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Color Reduction to Grayscale . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
Data Encryption . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Registration Methods . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55
Configurations with Multiple NICE Interactions Centers . . . . . . . . . . . . . . . 56
Multiple NICE Interactions Centers and a Single NICE ScreenAgent . . . 56
Multiple NICE Interactions Centers in the Terminal Server/Citrix
Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57
Configuration for Dynamic Registration to a Single Interactions Center . . . . 58
Branch Site Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Branch Site Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Branch Site Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60
Branch Site Integration Solution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61
Integrating Branch Site Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62
Creating a Master Setup Kit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
NICE ScreenAgent Basic (Interactive) Installation . . . . . . . . . . . . . . . . . . . . 77
Installing NICE ScreenAgent on an Agent Workstation . . . . . . . . . . . . . . . . 77
Installing NICE ScreenAgent on a Terminal Server . . . . . . . . . . . . . . . . . . . 87
NICE ScreenAgent Silent Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Silent Installation Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Installing NICE ScreenAgent Silently . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Restarting Agent Workstations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95
Silent Installation for the Unique Agent Username Registration Method 96
Silent Installation for the Extension or Agent ID Registration Methods . . 96
Customizing NICE ScreenAgent Parameters in the Registry . . . . . . . . . . . . 98
NICE ScreenAgent Configuration Parameters . . . . . . . . . . . . . . . . . . . . . . . 98
Configuration Data Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98
Switch Data Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105
NICE Interactions Center - CLS Server List Parameters . . . . . . . . . . . 106
Uninstalling NICE ScreenAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Contents 8

4
Defining NiceScreen Components in NICE Perform 109
Defining NiceScreen in NICE Perform . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Defining NiceScreen in System Administrator . . . . . . . . . . . . . . . . . . . . . . 112
Accessing System Administrator . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112
Defining the NiceScreen Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113
Confirming the Channels Definition List . . . . . . . . . . . . . . . . . . . . . . . . . . 116
Defining NICE ScreenAgents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Defining One NICE ScreenAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 117
Defining a Group of NICE ScreenAgents . . . . . . . . . . . . . . . . . . . . . . . 118
Creating a Channels Pool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Creating a Sources Pool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
Attaching the Channels to the Sources Pools . . . . . . . . . . . . . . . . . . . . . . 127
5
Scheduler Rules 129
Scheduler Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130
Choosing a Recording Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131
Quality by Interaction Recording Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
Filters for Quality by Interaction Recording Plans . . . . . . . . . . . . . . . . . . . 133
Creating a Quality by Interaction Recording Plan . . . . . . . . . . . . . . . . . . . 134
Quality by Time Interval Recording Plans . . . . . . . . . . . . . . . . . . . . . . . . . . 138
Creating a Quality by Time Interval Recording Plan . . . . . . . . . . . . . . . . . 139
Selective Recording Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142
Filters for Selective/Negative Recording Plans . . . . . . . . . . . . . . . . . . . . . 143
Creating a Selective Recording Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Negative Recording Plans . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Creating a Negative Recording Plan . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150
Defining a Recording Period: Recurrence . . . . . . . . . . . . . . . . . . . . . . . . . . 156
Locating Interactions According to Recording Schedules . . . . . . . . . . . . . 159
Scheduling How To’s . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Contents 9

A
Configuring Additional NICE ScreenAgent Components 161
Windows Vista: Configuring the Create Global Objects Privilege . . . . . . . 162
Configuring the Citrix Server using Published Application Mode . . . . . . . 165
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165
Adding the NICE ScreenAgent Process to the Group Policy Login Script . 166
Verifying the Citrix Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168
B
Verifying NiceScreen System 169
Test Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Setting up a Test Site . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170
Verifying the NiceScreen Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Verifying the NiceScreen Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171
Running a Self-Test on the NiceScreen Logger . . . . . . . . . . . . . . . . . . . . 171
Verifying the NICE ScreenAgent Installations . . . . . . . . . . . . . . . . . . . . . . 172
Verifying the NICE Interactions Center Connection . . . . . . . . . . . . . . . . . . 172
Verifying NiceScreen Recording and Playback . . . . . . . . . . . . . . . . . . . . . . 173
Verifying Basic Screen Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173
Screen Recording and Playback in NICE Monitor . . . . . . . . . . . . . . . . . . . 173
Recording and Playing Back the Current Call’s Screens . . . . . . . . . . . 173
Recording and Playing Back the Next Call’s Screens . . . . . . . . . . . . . 175
Recording and Playing Back All Calls’ Screens . . . . . . . . . . . . . . . . . . 176
Screen Monitoring in Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Verifying Monitoring Screens . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
Verifying Monitoring Screens and Voice . . . . . . . . . . . . . . . . . . . . . . . 178
Verifying Monitoring While Recording . . . . . . . . . . . . . . . . . . . . . . . . . 179
24 Hour Test for Sites with Multiple NiceScreen Loggers . . . . . . . . . . . . . 180
Testing Screen and Voice Recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . 180
C
NiceScreen Troubleshooting Flow 181
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183
Isolating the Problem . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Contents 10

Gathering Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184
Checking the NiceScreen Logger Service Status . . . . . . . . . . . . . . . . . . . 184
Checking the ScreenAgent Interactions Center Registration . . . . . . . . . . . 185
Checking the Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 186
Checking SAMS for Errors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 187
Isolating the Problem Further . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
Checking the NiceScreen Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 188
Checking the ScreenAgent Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Checking the RCM Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Checking the Call Server Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Checking the Call Status in the Database . . . . . . . . . . . . . . . . . . . . . . . . . 189
Checking the Rule . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 189
Checking the Naming Resolution . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 190
Checking Connectivity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191
Verifying the ScreenAgent Configuration . . . . . . . . . . . . . . . . . . . . . . . . . 192
Testing the ScreenAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 192
Other Troubleshooting Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 193
Other Useful Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 194
NICE ScreenAgent Installation/Operational Problems . . . . . . . . . . . . . . . . 195
NICE ScreenAgent Optimization and Performance Issues . . . . . . . . . . . . . 197
NiceScreen Logger Configuration Parameters . . . . . . . . . . . . . . . . . . . . . . 199
D
Enabling Display of NICE System Information in System
Administrator 205
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206
Common Terms . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 207
Verifying the System Administrator User . . . . . . . . . . . . . . . . . . . . . . . . . . 208
Adding the System Administrator User to Computers not in an Active
Directory Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210
Editing DCOM Permissions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214
Setting Security Permissions through the WMI Control . . . . . . . . . . . . . . . 220
Index 225
Contents 11

1
NiceScreen Overview
Contents
Introducing NiceScreen ................................................................................................. 14

NiceScreen Components ........................................................................................... 14
NiceScreen Architecture ............................................................................................ 15
NiceScreen Installation Workflow ................................................................................. 17
Related Publications ...................................................................................................... 18
Chapter 1: NiceScreen Overview 13

Introducing NiceScreen
NiceScreen enables you to record and play back screen activity synchronized with its
corresponding voice recording. While NiceLog Voice Recording System records your call,
NiceScreen can record your screen simultaneously. NiceScreen recording is initiated in the RCM
(Resource Manager Console) in the NICE Interactions Center. Monitoring of real-time screen
activity and playback of stored screen data is performed using the NICE Perform Applications
Suite. Screen data can be played back, saved as an .asf file, or sent in an email with its
corresponding voice data.
This guide provides system requirements, and installation and configuration procedures for
NiceScreen.
NiceScreen Components
NiceScreen is comprised of the following components:
• NiceScreen Logger
NiceScreen Logger operates as a service which runs continuously on a dedicated server,
managing screen captures received from NICE ScreenAgents. It can be installed on any
user-supplied machine that meets system requirements. Each NiceScreen Logger can record
up to 250 input channels and play back up to 50 recordings simultaneously. You can install at
your site as many NiceScreen Loggers as necessary; each NiceScreen Logger maintains its
own storage system. Using System Administrator, you can configure different Loggers to
record screens from different workstations. The recording is controlled by NICE Interactions
Center.
The NiceScreen Logger installation involves installing the NiceScreen Logger software and
setting up the NiceScreen Logger’s storage system. The NiceScreen Storage System is an
integral part of the NiceScreen Logger, which can hold up to 500 GB.
NOTE: Specific recording and playback capabilities are determined by your site
configuration.
See Installing the NiceScreen Logger on page 19.

• NICE ScreenAgent
NICE ScreenAgent is a client application, installed on the client workstation, which captures
screen activity while remaining undetected by the user. NICE ScreenAgent must be installed
on each workstation for which screen activity is to be recorded.
See NICE ScreenAgent Installation on page 49.
NICE ScreenAgent features include:
• Multi-monitor screen-capture
• Terminal server environment screen capture
• A lower recording data rate
• Reduction to grayscale - facilitating smaller storage and reduced bandwidth

• Media encryption
• Selective application recording - enabling you to select applications to exclude/include in
the screen recording
• Screen Agent Management System (SAMS)
SAMS is a reporting tool for NICE ScreenAgents installed at the site. It enables logs and
debug information to be sent from all NICE ScreenAgents at the site to one central server.
NiceScreen Architecture
Figure 1-1 shows an example of a NiceScreen site configuration.
Figure 1-1 NiceScreen Site Configuration
NiceScreen
NICE Loggers + single
Interactions NiceLog installation of SAMS
Agent workstations NMS Center Loggers
with NICE ScreenAgent Server
LAN

NICE Perform Site Installation Overview
Legend Prepare Machines

Mandatory
component
Install MS SQL Server 2005 and NICE Perform Databases
Mandatory
configuration
Install NICE Perform Applications
Optional
component
Define Applications in System Administrator
Installation-
dependent
configuration Connect
NiceLog High Density Logger / Interaction Capture Unit (ICU) / NICE VoIP Logger
Define Loggers or ICU in System Administrator
Install VoIP Recording Gateway (VRG)
Define VRG in System Administrator
Install and Configure NICE Interactions Center
Install and Configure Switch Integrations
Define Channel Mapping in the System Administrator
Install NMS
Define NMS in System Administrator
You are Here Install NiceScreen
Define NiceScreen in the System Administrator
Install relevant optional components:

Audio Analysis Playback Server NiceScreen
NICE Storage Center Stream Server ScreenSense
Media Library Customer Feedback Reporter Server
Define Components in System Administrator
Perform Required Installation and Acceptance Test Procedures
NOTE:
Refer to the Site Installation Workflow Guide for a detailed overview of the NICE Perform
site installation workflow.

NiceScreen Installation Workflow

The workflow below illustrates the steps involved in installing NiceScreen. Click a step and the
corresponding instructions appear.
Install NiceScreen Logger
Install NICE ScreenAgent
Define NiceScreen
Components in NICE Perform
Enable Display in the System Administrator
Define Screen
Recording Schedule
Your NiceScreen
installation is complete!
NOTE: Define Screen Recording Schedule only in a Screen QA environment. In Total

(record all calls) Screen environment, there is no need for Screen Recording Rules.

Related Publications
Related Publications
Technical Documentation
• NiceLog High Density Logger Installation Guide

• VoIP Logger Installation Guide
• Interaction Capture Unit Installation Guide
• NICE Interactions Center Installation Guide
• Audio Analysis Server Installation Guide
• NMS 3.1 Installation Guide
• NMS 3.1 User's Guide
• Applications Suite Installation Guide
• Reporter and Data Mart Installation Guide
• Playback Server Installation Guide
• Storage Center Installation and Configuration Guide
Web Application Documentation
• System Administrator’s Guide

• Users Administrator’s Guide
• My Universe Guide
• Business Analyzer Guide
• Rules Manager Guide
• Lexicon Manager Guide
• List Editor Guide
• Monitor Guide
• Recording On Demand (ROD) Guide
• Reporter Guide

2
Installing the NiceScreen Logger
This chapter describes how to install and set up the NiceScreen Logger.
Contents
NiceScreen Logger Installation Workflow .................................................................... 20

Preparing the Server for NiceScreen Logger............................................................... 21
Installing and Configuring SNMP Service .................................................................... 22
Installing the SNMP Service....................................................................................... 22
Configuring the SNMP Service .................................................................................. 24
Installing the NiceScreen Logger.................................................................................. 29
Installing SNMP Agent ................................................................................................... 39
NiceScreen Logger Log Severities ............................................................................... 42
Installing and Using ScreenAgent Management System (SAMS).............................. 44
Installing SAMS .......................................................................................................... 44
Using SAMS Report ................................................................................................... 47
Chapter 2: Installing the NiceScreen Logger 19

NiceScreen Logger Installation Workflow
NiceScreen Logger Installation Workflow

The workflow below illustrates the steps involved in installing NiceScreen Logger. Click a step
and the corresponding instructions appear.
Prepare the Server

for NiceScreen Logger
Install and Configure

SNMP Service on NiceScreen Logger
Install NiceScreen Logger
Install SNMP Agent
Install SAMS
Define NiceScreen
Logger in NICE Perform
Your NiceScreen Logger

installation is complete!

Preparing the Server for NiceScreen Logger
Preparing the Server for NiceScreen Logger

Prepare the server for the NiceScreen Logger according to guidelines described in the Certified
Servers Guide.
After you complete preparing the server for the NiceScreen Logger, proceed to Installing and
Configuring SNMP Service on page 22.

Installing and Configuring SNMP Service

This section describes the following:
• Installing the SNMP Service
• Configuring the SNMP Service
Installing the SNMP Service

Use this procedure to add the SNMP service and SNMP Traps service to your Windows
components. Then you must configure the SNMP service.
To add SNMP services, you must have access to the I386 directory from the OS installation
CD-ROM.
To install the SNMP services:

1. From the Control Panel, select Add/Remove Programs.
2. Click the Add/Remove Windows Components icon.
The Windows Components wizard starts.
Figure 2-1 Windows Components Wizard
3. Select Management and Monitoring Tools. This component adds the SNMP service and
SNMP Traps service.
4. Click the Details button. The Management and Monitoring Tools window appears.

Figure 2-2 Management and Monitoring Tools Window
5. Select Simple Network Manager Protocol. Then click OK.

6. Click Next.
7. At the prompt, insert the OS installation CD in your CD-ROM drive or point to the location of
the I386 system directory files.
The SNMP service and the SNMP Traps service are installed.
8. Click Finish.
You must now configure the SNMP service.

Configuring the SNMP Service

Some Data Hubs use the default community names for the SNMP service:
• public (for read-only)
• admin (for read-write)
If your Data Hub uses customized community names, you must configure the monitored servers
and the NMS servers with the identical community names.
To configure the SNMP service:

1. From the Control Panel, select Administrative Tools > Services. The Services window
appears.
2. Right-click on the SNMP service and select Properties.
The SNMP Service Properties window (General tab) appears.
Figure 2-3 SNMP Service Properties Window - General Tab
3. In the Startup type drop-down list, select Automatic.

4. Click the Log On tab.
Skip this step for a Storage Center server.
NOTE: For a Storage Center server, the parameters in the Log On tab should not be
configured since they will be configured automatically during the Storage Center
installation. The username defined during the Storage Center installation is defined as
the Log On account user. You can verify the parameters after the installation.

Figure 2-4 SNMP Service Properties Window - Log On Tab
Configure as follows (for all servers except the Storage Center server):
a. Select Local System Account.
b. Then select Allow service to interact with desktop .
5. Click the Recovery tab.

Figure 2-5 SNMP Service Properties Window - Recovery Tab
6. Select Restart the Service for all three response fields.

7. Click the Traps tab.

Figure 2-6 SNMP Service Properties Window - Traps Tab
8. In the Community Name field, enter public (in lower case letters).
9. Define the IP address of the NMS server where trap messages will be sent, as follows:
a. In the Trap Destinations area, click Add.
b. In the displayed window, enter the IP address of the NMS server and click Add. The IP
address appears in the Trap Destinations area.

10. Click the Security tab.

Figure 2-7 SNMP Service Properties Window - Security Tab
Confirm that:
• The Send authentication trap checkbox is clear.
• In the Accepted community names area, public appears with Read Only privileges.
11. Add admin as a Community Name with Read-Write privileges, as follows:
a. In the Accepted community names area, click Add. The SNMP Service Configuration
window appears.
Figure 2-8 SNMP Service Configuration Window
b. In the Community rights field, select Read Write.

c. In the Community Name field, enter admin (in lower case letters).
d. Click Add. The community name admin appears in the Accepted community names
area.

12. Select Accept SNMP packets from any host . (Localhost appears in the list.)
13. In the SNMP Service Properties window, click Apply. Then click OK.
14. Restart the SNMP service.


This section describes how to install the NiceScreen Logger software.
IMPORTANT
Before installing NiceScreen Logger:
• Ensure that you have administrative privileges for the computer being used.
• You must stop SNMP service.
During the installation procedure, you will need to provide the following information:
• Logger ID - We recommend using the SO number that comes with your NiceLog Logger
package, unique to the Logger you are installing. This ID number will appear in the NICE
Administrator application and in all references to this NiceScreen Logger.
NOTE: If, for whatever reason, you do not use the SO number, the Logger ID must be
numeric, with no spaces or special characters, and is limited to nine (9) digits.
• Location and size of the NiceScreen storage system - During the installation procedure, you
select storage location and define up to 500 GB of storage. Each location can be either a file or
unformatted partition.
To install NiceScreen Logger:

1. In the NiceScreen Logger, insert the NICE Perform Enhanced SW components DVD in
the drive and navigate to the following location:
...\809A0150-61 - Capture Platform NICE Perform Release 3 Logger
9.06.04.28 SP4\Screen_Logger\MMLogger_Setup
2. Double-click MMLInstall.exe.

The Welcome window appears.

Figure 2-9 Welcome Window
3. Click Next.
The Information window appears.
Figure 2-10 Information Window
4. Click Yes.

The Choose Destination Location window appears.

Figure 2-11 Choose Destination Location Window
5. To accept the default path, click Next. If you want to change the folder in which you install the
NiceScreen Logger, click Browse, navigate to the desired folder, and click Next.
The General NiceScreen Logger Parameters window appears.
Figure 2-12 General NiceScreen Logger Parameters Window

6. Enter NiceScreen Logger parameters as follows:

a. Enter the Logger ID.
b. Keep the default Port number. This is the port to which your NiceScreen Logger is
connected.
c. Click Next.
The Specify Required Recording and Playback Channels window appears.
Figure 2-13 Specify Required Recording and Playback Channels Window
Sample
values
7. Enter the Recording and Playback channels. Click Next.

The Specify NiceScreen Data System Destination Folder window appears.

Figure 2-14 Specify NiceScreen Data System Destination Folder Window
NOTE: The Datasystem folder will contain the metadata - information about the
screen storage. The amount of space required for the metadata is dependent on the
amount of storage space you define. Roughly 1% of the allocated storage space is
necessary for its metadata.
8. To accept the default path, click Next. if you want to change the folder in which you install
NiceScreen Data System, click Browse, navigate to the desired folder, and click Next.

The Specify Storage Type window appears.

Figure 2-15 Specify Storage Type Window
You can select to store your screen data in a file or as data in an unformatted partition on your
hard drive. When you store your screen data to an unformatted partition, storage is faster.
When you store your screen data in files, you can back up the data.
NOTE: The unformatted option appears when you have an unformatted drive under the
MML.
9. Select File Storage or Unformatted Partition Storage.

Click Next.
If you selected Unformatted Partition

If you selected File Storage...
Storage...
The Specify Absolute Path for the Storage File The Specify Unformatted Partition for Storage
window appears. window appears.
NiceScreen enables you to define one or When you select to store your screen data in
multiple storage files, according to your unformatted partitions, the NiceScreen
needs. Installation procedure knows which drive is
Before you continue, you need to know: unformatted and displays this drive
information in the Drive and Size fields.
• How much remaining storage space you
Note: If your computer has more than one
have on the disk.
unformatted drive, you will need to perform
• How many files you will want to create. this procedure for each drive.
To specify the path for the storage file, enter To specify an unformatted partition for
the absolute Path and Size of the storage file storage, keep the default Drive and Size, and
and click Next. click Next.
A confirm message appears asking if you would like to add more storage to the Logger.
Figure 2-16 Confirm Message
• If you completed defining the Logger’s storage space, click No and proceed to Step 10.
• If you want to define additional space for storage, click Yes. The Specify Storage Type
window (Figure 2-15 on page 34) appears once again. Repeat Step 9 until you complete
defining all storage space.

The NiceScreen Logger Installation Summary window now appears.

Figure 2-17 NiceScreen Logger Installation Summary Window
10. Review your configuration settings. To change settings, click Back and redefine settings. To
confirm settings, click Next.
The NiceScreen Logger Setup - InstallShield Wizard Complete window appears.
Figure 2-18 NiceScreen Logger Setup - InstallShield Wizard Complete Window
11. Select Start the Logger Service now, and click Finish.
Your NiceScreen Logger is now installed and running.

An icon is displayed in the computer’s tray, indicating that the NiceScreen Logger service
is active. When you point your cursor on the icon in the tray, a tooltip displays information
about NiceScreen Logger. When you click on the icon, status details are displayed.
See Figure 2-19 below.
NOTE: If for any reason the computer on which NiceScreen Logger is installed, stops
operating, the NiceScreen Logger service will automatically start again when the
computer restarts.
Figure 2-19 NiceScreen Logger Status Details (Example)
Table 2-1describes the NiceScreen Logger status details.
Table 2-1: NiceScreen Logger Status
NiceScreen Logger Setting Description
Logger ID Logger ID defined during installation.
Configured Input Channels Number of recording channels defined during

installation.
Configured Output Channels Number of playback channels defined during

installation.
Currently Active Input Channels Number of channels actively recording screen

information.
Currently Active Output Channels Number of channels actively playing back recorded
screens.
Storage Capacity Total storage space in MB.
Free Storage Percentage of total storage space that is free.
Locked Storage Not used.
Locked Storage Limit Not used.

Table 2-1: NiceScreen Logger Status
NiceScreen Logger Setting Description
Auto Deletion Yes - Screen data will be automatically deleted when

the amount of screen data reaches the Auto Deletion
High Threshold value.
No - Screen data will not be automatically deleted.
Auto Deletion High Threshold Auto Deletion begins when the percentage of recorded
files is higher than this percentage value.
Auto Deletion Low Threshold Auto Deletion stops when the percentage of recorded
files is lower than this percentage value.
Current Recording Bandwidth Bandwidth currently used by recorded screen data

traffic.
Peak Recording Bandwidth Bandwidth peak of recorded screen data since the
NiceScreen Logger was started last.
Current Output Bandwidth Bandwidth currently used by screen data traffic which
is currently played back.
Peak Output Bandwidth Bandwidth peak of screen data which is played back
since the NiceScreen Logger was started last.

Installing SNMP Agent

To enable the Logger to send traps reporting system health to the NMS Server, you must install
SNMP Agent on NiceScreen Logger.
To install SNMP Agent:

1. In the NiceScreen Logger, insert the NICE Perform Enhanced SW components DVD in
the drive and navigate to the following location:
9.06.04.28 SP4\Screen_Logger\SNMP4MMLogger_Setup\Disk1
2. Double-click setup.exe.
The NICE Multimedia Logger SNMP Agent wizard starts.
Figure 2-20 NICE Multimedia Logger SNMP Agent Wizard
3. Click Next.
The License Agreement window appears.

Figure 2-21 License Agreement Window
4. Click Yes.
The Destination Folder window appears.
Figure 2-22 Destination Folder Window
5. Click Next.
The Setup Approve window appears.

Figure 2-23 Setup Approve Window
6. Click Next.
The Setup Complete window appears.
Figure 2-24 Setup Complete Window
7. Select Yes, I want to restart my computer now. Click Finish.

Your NiceScreen SNMP Agent is now installed. When the NiceScreen Logger restarts, it will
begin sending traps to the NMS Server.

NiceScreen Logger Log Severities

NiceScreen Logger sends messages to the three following log output devices: File, System Log,
and Screen. Each device is defined in a separate section, for example, Logs To Screen (see table
above), and includes a parameter called Severity_To_X, where, X is the name of log output device.
This parameter value is a bitmap of severities.
One log line contains one specific severity. The log mechanism checks if one or more log devices
has that severity bit set (in the severity bitmap). Then the log line is output to the log devices that
correspond to the severity bit set (in the severity bitmap).
Log severities are determined by calculating the sum of the severities listed below.
Decimal
Severity Bit Description
Value
• SHUTDOWN 0 1 Shutdown related to log lines.
• TRACE 1 2 Used by R&D only.
• DEBUG 2 4 Used by R&D only.
• INFO 3 8 Information - routine execution log.
• NOTICE 4 16 Notice - needs attention but does not

cause an error.
• WARNING 5 32 Warning - needs attention, can cause an

error.
• STARTUP 6 64 Startup-related log lines (not errors!).
• ERROR 7 128 Error executing regular flow. Logger has

no malfunction.
• CRITICAL 8 256 Critical Error- malfunction in the Logger.
• ALERT 9 512 Alert - malfunction in the Logger.
• EMERGENCY 10 1024 Logger is in a non-functional state!
• ..................... 11 Reserved.
• API_INFO 12 4096 All log lines related to API calls.
• API_STREAM 15 32768 In and out data streaming commands.
• CONN_INFO 13 8192 All open/close connection related logs.
• SYSTEM_EVENT 14 16384 All events issued from the system, for

example, SNMP.

To modify the bitmap value you must decide which severities to include, and then sum their
decimal values.
For example: DEBUG + INFO: 4 + 8 = 12
Standard Combinations
Following is a list of standard severity combinations:

• 2047 - all
• 2041 and higher - info
• 2033 and higher - notice
• 2017 and higher - warning
• 1985 and higher - error
• 1857 and higher - critical
• 1601 and higher - alert
• 1089 and higher - emergency
• 65 - startup & shutdown only

Installing and Using ScreenAgent Management System (SAMS)
Installing and Using ScreenAgent Management System

(SAMS)
SAMS is a monitoring utility that runs non-stop in the background as a Windows service. SAMS
monitors ScreenAgents, and sends logs and debug information from ScreenAgents to SAMS
server. This section provides an overview of SAMS, its installation procedure, and how to use it.
Every time a ScreenAgent activates, stops, or fails to function properly, status information is
displayed in a console window called SAMS Report. The status is displayed according to severity.
From least to most severe, severity is as follows: Debug, Info, Warn, Fatal, Bug, and Event. By
default, the SAMS threshold is set to Fatal. This means that status with a severity of Fatal, Bug, or
Event will be displayed in the SAMS Report console.
The status information that displays in SAMS Report is saved in the SAMSReport.log log file, in
the SAMS installation folder - C:\Program Files\Nice Systems\SAMS Server\SAMSServerLog.
The SAMSReport.log file enables you to review the status information that is no longer displayed
in the SAMS Report console.
Installing SAMS
This section describes the procedure for installing SAMS. Once installed, SAMS automatically
starts running and will report system health of all NICE ScreenAgents and VRAs installed at the
site.
NOTE:
• It is best to install SAMS:
• On one of the NiceScreen Loggers at the site. If no NiceScreen Logger is
installed at the site, install SAMS on the same machine running NICE
Interactions Center.
• Prior to installing NICE ScreenAgents and VRAs.
• Do not install SAMS on the same machine as the VoIP Logger since both
applications are configured, by default, to use the same TCP Port number.
If you must install SAMS on the machine running the VoIP Logger, the SAMS TCP
port must be changed to a port that is not in use by other applications. Ask your
System Administrator for a list of free ports.
After updating the SAMS TCP port, the NICE ScreenAgents must be updated
accordingly.
To install SAMS:
1. In the machine running the NiceScreen Logger, insert the NICE Perform Enhanced SW
components DVD in the drive and navigate to the following location:
9.06.04.28 SP4\Screen Agent Management System (SAMS)
9.10.02.08\Release
2. Double-click setup.exe.

The Welcome window appears.

Figure 2-25 Welcome Window
3. Click Next.
The Select Installation Folder window appears.
Figure 2-26 Select Installation Folder Window
4. To accept the default path, click Next. If you want to change the folder, click Browse,
navigate to the desired folder, and click Next.

The Confirm Installation window appears.

Figure 2-27 Confirm Installation Window
5. Click Next.
A progress bar is displayed. Then the Installation Complete window appears.
Figure 2-28 Installation Complete Window
6. Click Close.

SAMS is now installed and running.
The SAMS Server icon is displayed in the computer’s system tray - .

• To stop SAMS Report, right-click the SAMS Server icon and select Stop.
• To start SAMS Report, right-click the SAMS Server icon and select Start.
NOTE:
• The SAMS icon only appears in the tray when SAMS is actively running.
• SAMS can also be started and stopped via Windows Services - Start > Settings
> Control Panel > Administrative Tools > Services.
Using SAMS Report

All messages sent to the SAMS Report console window display the following parameters:
• Date and time message was sent
• Severity level. From least to most severe - Debug, Info, Warn, Fatal, Bug, Event
• Name of the component that sent the message (for example, SA - for ScreenAgent, or VRA -
for Voice Recording Agent)
• IP address and port number or host name of the machine from which the message was sent
• Report type:
• Install - message report success/failure
• Uninstall - message report success/failure
• Startup - information report
• Shutdown - information report
• Online - message sent while ScreenAgent is running
• Message content
See the following figure.

Figure 2-29 SAMS Report (Example)

3
NICE ScreenAgent Installation
NICE ScreenAgent must be installed on all workstations whose screens are to be recorded, and
runs silently without user interaction. It can be installed on individual workstations or, in a thin
client environment, on a terminal server.
WARNING
Before installing NICE ScreenAgent for NICE Perform Release 3.1, you must uninstall any
NICE ScreenAgent installations from NICE Perform Release II and below.
Contents
NICE ScreenAgent Installation Workflow. . . . . . . . . . . . . . . . . . . . . . . . . . . . 50

System Requirements for NICE ScreenAgent . . . . . . . . . . . . . . . . . . . . . . . . 51
Features and Pre-installation Considerations . . . . . . . . . . . . . . . . . . . . . . . . 51
Creating a Master Setup Kit . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64
NICE ScreenAgent Basic (Interactive) Installation . . . . . . . . . . . . . . . . . . . . 77
NICE ScreenAgent Silent Installation. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Customizing NICE ScreenAgent Parameters in the Registry . . . . . . . . . . . . 98
Uninstalling NICE ScreenAgent . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107
Chapter 3: NICE ScreenAgent Installation 49

NICE ScreenAgent Installation Workflow
NICE ScreenAgent Installation Workflow

The workflow below describes the steps involved in installing NICE ScreenAgents at your site.
Prepare machines
for NICE ScreenAgents
Create a Master Setup Kit
Install NICE ScreenAgent in one of the following ways:
Basic Workstation Basic Terminal Server Silent

Installation Installation Installation
Define NICE ScreenAgents

in NICE Perform
Your NICE ScreenAgents

are completely installed and configured!

System Requirements for NICE ScreenAgent
System Requirements for NICE ScreenAgent

For complete information regarding NICE ScreenAgent system requirements, see the
Certified Servers Guide.
Features and Pre-installation Considerations

This section describes the following topics:
• ScreenAgent in the Windows Vista Environment. See page 52.
• Selective Application Recording. See page 53.
• Color Reduction to Grayscale. See page 54.
• Data Encryption. See page 55.
• Registration Methods. See page 55.
• Configurations with Multiple NICE Interactions Centers. See page 56.
• Branch Site Support. See page 60.

ScreenAgent in the Windows Vista Environment

This section describes the behavior of the ScreenAgent capture methods in the Windows Vista
environment. The capture component of the ScreenAgent supports the new graphic subsystem in
Windows Vista. However, the following limitations exist in this environment:
• Hooking capture method: Although Windows Vista supports the Hooking capture method,
when Hooking is used, Windows Vista disables the Desktop Composition feature (Aero
Glass).
To support the Hooking capture method in the Windows Vista environment, all users running
ScreenAgent must be allocated privileges to Create Global Objects in the Windows Group
Policy. In a domain environment, these privileges must be defined on the domain controller. If
no domain exists, you must configure these privileges for each workstation. For users with
administrator privileges, this privilege is set by default. For users with user privileges, this
privilege must be set manually.
NOTE:
• In the Windows Vista environment, the Hooking capture method is the default
capture method.
• When the Hooking capture method is defined, but Create Global Objects is not
enabled, ScreenAgent will use the DirectDraw Scraper capture method instead.
See Windows Vista: Configuring the Create Global Objects Privilege on page 162.
• DirectDraw Scraper capture method : Although Windows Vista supports the DirectDraw
Scraper capture method, when DirectDraw Scraper is used, Windows Vista disables the
Desktop Composition feature (Aero Glass).
• GDI Scraper capture method: Windows Vista fully supports the GDI Scraper capture
method. When GDI Scraper is used, the Desktop Composition feature (Aero Glass) remains
enabled.

Selective Application Recording

Selective Application Recording enables you to filter recorded screen content. You can define up
to five applications or URLs which NICE ScreenAgent will capture and record. Applications or
URLs that are not on this list will not be recorded. Or, you can define up to five applications that
NICE ScreenAgent will exclude from capturing and recording. In this case, screen recordings will
include all applications that are not defined. When playing back screen recordings, applications or
URLs that are not recorded appear blacked out.
Use the ScreenAgent configuration wizard to define the applications and URLs that need to be
captured or excluded from capture.
See the configuration for Selective Application Recording in Creating a Master Setup Kit
on page 64.
NOTE:
• Specific URLs cannot be defined to be excluded from recording.
• URL capture: Microsoft Internet Explorer Versions 6 and 7 only are supported.
• The Selective Application Recording feature is supported by the Scraper capture
method only.

Color Reduction to Grayscale

Color Reduction to Grayscale enables you to save your screens in grayscale - in shades of gray,
varying from black at the weakest intensity to white at the strongest.
This feature offers you the following advantages:
• Reduces the size of captured data (up to 45%) while retaining luminance
• Supports lower bandwidths, appropriate for agents working from home or offsite
• Requires less storage space
Below is an example of a screen saved in color and in grayscale.
Figure 3-1 Color vs. Reduction to Grayscale
Screen saved
in color
Screen saved
in grayscale

Data Encryption
Screen data can be encrypted after it is captured and recorded via ScreenAgent. To support screen
data encryption, both NICE Perform and the ScreenAgent must be configured for encryption.
To support encryption in the ScreenAgent environment, you must install the following
components on each workstation:
• .NET 2.0
• A certificate authorizing the workstation to connect to the KSM Server
NOTE: Prior to installing NICE ScreenAgent, ensure that these components are
installed.
Registration Methods
IMPORTANT
• We recommend using the Unique Agent UserName as your registration method.
• Use Extension ID or Agent ID only if your site does not support unique Windows login.
• Ext/AgentId registration is not supported in a Citrix/Terminal Server environment.
Each time you add a new agent to NICE Perform, you must define the way in which this agent will
be identified. The way in which an agent is identified is called the registration method. During the
NICE ScreenAgent installation procedure, you must define the registration method used at your
site. NICE Perform offers the three following registration methods for identifying agents:
• Unique Agent UserName - the agent is identified by his or her Windows login ID (Windows
username). To use this method, the agent must have a unique Windows username.
This method must be used in the following environments:
• Branch site environment. See Branch Site Support on page 60.
• Terminal server environment. See Installing NICE ScreenAgent on a Terminal Server
on page 87.
• Extension ID - the agent is identified by his or her telephone extension. You can assign up to
eight (8) telephone extensions, each with a different switch ID, for each NICE ScreenAgent
installation.
• Agent ID - the agent is identified by an agent ID permanently assigned to his or her current
workstation.
For instructions on defining agents, see the Users Administrator Guide:Which Agent Identification
Should I Use.

Configurations with Multiple NICE Interactions Centers

NICE ScreenAgent is capable of simultaneously connecting with, and registering to, up to five (5)
NICE Interactions Centers. The need for NICE ScreenAgent to register to multiple Interactions
Centers arises when one site has multiple NICE Interactions Centers which are capable of
initiating screen recording requests.
Multiple NICE Interactions Centers and a Single NICE ScreenAgent

Figure 3-2 illustrates an example of a configuration comprised of two PBXs of two different
vendors and two NICE Interactions Centers - one connected to each PBX.
In this example, each agent has one workstation and two phones which connect to the two PBXs.
To effectively record all screen activity when a call exists on either phone, NICE ScreenAgent
must be registered to both NICE Interactions Centers.
Figure 3-2 Multiple NICE Interactions Centers - Multiple PBXs
NICE Interactions Center #1
PBX #1
PBX #2
NICE Interactions Center #2
NICE
ScreenAgent
Agent

Multiple NICE Interactions Centers in the Terminal Server/Citrix Environment

Figure 3-3 illustrates a configuration comprised of one centralized Terminal Server or Citrix farm,
that serves one site situated at two separate geographical locations. Each geographical location has
its own local PBX and local NICE Interactions Center.
In this configuration, the location from which the session is initiated is unknown; and therefore,
the NICE Interactions Center to which the ScreenAgent registers is also unknown. The NICE
ScreenAgent installed and running on the Terminal Server/Citrix Server must be configured to
register to all NICE Interactions Centers at the site.
Figure 3-3 Multiple NICE Interactions Centers - One Centralized Terminal Server/Citrix Farm
Location #1 Location #2
PBX PBX
NICE Interactions NICE Interactions

Center Center
1 1
2 2
Data Center
3
NICE
ScreenAgent
Terminal Server/Citrix Server
Workflow for Multiple NICE Interactions Centers (Terminal Server/Citrix Environment)
The information flow in this configuration is described below:
1 The agent logs in to his or her phone. The agent is now registered at the local PBX.
2 The agent logs in to the thin client. The thin client opens a session with the Terminal
Server/Citrix server.
3 The ScreenAgent process launches and registers to associated NICE Interactions

Center(s).
Since the location from which the session was initiated is unknown, and therefore, the NICE
Interactions Center to which the ScreenAgent registers is also unknown, each ScreenAgent
must be configured to register to all NICE Interactions Centers at the site.

Configuration for Dynamic Registration to a Single Interactions Center

The NICE ScreenAgent can be configured to dynamically register to a single NICE Interactions
Center. This minimizes the bandwidth on the network, and reduces resources. To do this, you
register the IP Address/Host name of the NICE Interactions Center to ScreenAgent.
To register the IP Address/Host name of a single NICE Interactions Center to

ScreenAgent:
1. Do one of the following:
• During installation, enter 0.0.0.0 as the Interactions Center IP Address in the following
places:
• Master Setup List. See Creating a Master Setup Kit on page 64.
• Basic Installation. See NICE ScreenAgent Basic (Interactive) Installation
on page 77.
• Installation on a Terminal Server. See Figure 3-30 on page 88.
-or-
• Manually delete the registry key:
HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows\CurrentVersion\Run\A
GNTREC.
2. Write a script which derives the NICE Interactions Center IP Address/Host name at agent
login, and which passes the IP Address/Host name value to the ScreenAgent process.
To pass the NICE Interactions Center IP Address/Host name to the ScreenAgent process use
the following syntax:
screenagent.exe -wait -IC:IP address/hostname
3. The agent logs in. The script invokes the NICE ScreenAgent process, and passes the correct
NICE Interactions Center IP Address/host name as one of its parameters to ScreenAgent.
Figure 3-4 illustrates a configuration comprised of a farm of Terminal Servers, that serves two
sites situated at two separate geographical locations. Each geographical location has its own local
PBX, local NICE Interactions Center, and unique domain.

Figure 3-4 Multiple NICE Interactions Centers with Dynamic Assignment
Boston Los Angeles

PBX boston.com losangeles.com PBX
NICE Interactions NICE Interactions

Center Center
1
1
2 Sally Tom 2
3 3
Data Center
NICE NICE NICE

ScreenAgent ScreenAgent ScreenAgent
Terminal Server A Terminal Server B Terminal Server C

Terminal Servers/Citrix Server Farm
The agent is dynamically assigned a Terminal Server. A script, running on the Terminal Server,
derives the NICE Interactions Center IP Address/Host name at agent login. Since the location from
which the session is initiated is known, the NICE ScreenAgent is configured to register to only one
NICE Interactions Center.
Workflow for Dynamic Registration to a Single Interactions Center
The information workflow in this configuration is described below:
1 Sally logs in to her phone. Sally is now registered at the local PBX.
2 • Sally logs in to the thin client. The thin client opens a session dynamically assigning
Terminal Server/Citrix server A.
• At login, the client script runs, deriving the IP Address/Host name of the NICE
Interactions Center of Sally’s geographical location and passes it on to the
ScreenAgent process.
• Sally from boston.com is identified with the Boston NICE Interactions Center.

• Tom logs in to the thin client. The thin client opens a session dynamically assigning
Terminal Server/Citrix server C.
• At login, the client script runs, deriving the IP Address/Host name of the NICE
Interactions Center of Tom’s geographical location and passes it on to the
ScreenAgent process.
• Tom from losangeles.com is identified with the Los Angeles NICE Interactions
Center.
3 The ScreenAgent process initializes, using the correct IP Address/Host name of the NICE
Interactions Center.
Branch Site Support

Branch Site Definition
A Branch Site is comprised of one primary branch at which the NICE Interactions Center and
NiceScreen Logger are installed, and at least two secondary branches for agents. Each secondary
branch may have its own NAT/PAT (Network Address Translation/Port Address Translation) network
device. The NAT/PAT network device environment allows a site to use one set of IP addresses for
internal traffic and a second set of IP addresses for external traffic. The internal LAN traffic can
use nonregistered IP addresses for its computers, and when IP packets are sent to the outside
network, the NAT translates the nonregistered IP addresses into globally unique IP addresses. The
NAT configuration enables a site to connect all computers to globally unique IP addresses without
actually owning a unique IP address for each one.
Branch Site Issues

When your Branch Site is configured with a NAT network device at each branch, computers from
all branches are assigned nonregistered IP addresses for internal traffic. When packets are sent
outside the LAN, the internal nonregistered IP addresses are translated into globally unique IP
addresses. In this environment, there exists a possibility that multiple computers from different
branches may have the same internal IP address. In addition, in this configuration, multiple users
from different branches may have the same Windows usernames.
In Figure 3-5 on page 61, Sally’s workstation in the Boston branch has the same internal IP
address as Sally’s workstation in the Miami branch. John in the Boston branch has the same
Windows username as John in the Miami branch. For normal IP traffic, these multiple users are
not confused. The NAT ensures that each workstation and user are uniquely identified. However,
in the NiceScreen environment, workstations are identified by IP address and users identified by
Windows usernames. This could cause confusion when recording screens of multiple workstations
with the same IP address, or screens of users with the same Windows username.

Figure 3-5 Branch Site Example
NAT/PAT
Secondary Branch: Boston
Sally John
172.20.0.1 172.20.0.2
Primary Branch
NICE
Interaction NiceScreen Applications
Center Logger server
Secondary Branch: Miami

NAT/PAT
Sally John
172.20.0.1 172.20.0.2
Branch Site Integration Solution

Each secondary branch is defined with, and represented by, one unique Identification String value.
NICE ScreenAgent then associates every agent and agent’s IP address with this Identification
String value, creating a unique IP address and Windows username for each agent throughout the
site. For example, you may define the Boston branch with an Identification String value of boston.
You may define the Miami branch with an IdentificationString value of miami. Sally from Boston
would then be associated with the Windows username Sally at boston. Sally from Miami would be
associated with the Windows username Sally at miami. In parallel, all agent IP addresses will also
be associated with the Identification String value. Thus, John’s workstation in Boston will be
associated with the Identification String boston. John’s workstation in Miami will be associated
with the IdentificationString miami.
The Identification String value ensures that even when the same Windows username or computer
IP address is used by more than one agent, each agent is uniquely identified.

Integrating Branch Site Support

To integrate Branch Site support, you need to define the Identification String value in the three
following places:
• NICE ScreenAgent - the agent.cfg file
In the agent.cfg file, you need to define the Identification String value for the NICE
ScreenAgent configuration. The Identification String value associates each NICE
ScreenAgent with a unique branch. Since each Identification String value represents one
secondary branch only, when installing NICE ScreenAgent at multiple branches, you must
define a unique Identification String value for each branch in a separate agent.cfg file.
EXAMPLE:
Your site includes two secondary branches: Boston and Miami.
Before you install the NICE ScreenAgents at your Boston branch, you open the agent.cfg file and
define boston as your IdentificationString value. You install NICE ScreenAgents using this
agent.cfg file.
Before you install the NICE ScreenAgents at your Miami branch, you open the agent.cfg file and
define miami as your IdentificationString value. You install NICE ScreenAgents using this
agent.cfg file.
See the last step in Creating a Master Setup Kit on page 64.
• Users Administrator
In Users Administrator, you must define the Agent identification for screen recording
value for each agent whose screens you will need to record. The Agent identification for
screen recording value associates each agent with a unique branch.
See Defining NiceScreen in NICE Perform on page 110.

• System Administrator: CLS Definitions > Channel Mapping > Sources Definition
In the CLS Channel Mapping Sources Definition list, you must define each agent’s IP address
with an associated Identification String value. Defining an Identification String value for each
agent’s IP address ensures that each IP address is uniquely identified with one branch only.
IMPORTANT
The branch identification for a given branch must be identical in all three locations -
agent.cfg file, Users Administrator, System Administrator.
Example: To represent your Boston secondary branch, you define boston in the three following
locations:
• agent.cfg file - the Identification String value
• Users Administrator - the Agent identification for screen recording value, defined for all
agents that log into this branch
• System Administrator - the Identification String value, for all IP addresses for NICE
ScreenAgents
See Defining NiceScreen in System Administrator on page 112.

Creating a Master Setup Kit

Before installing NICE ScreenAgent, you must create a Master Setup Kit in the NICE Master
Setup Kit Configuration Wizard. The Master Setup Kit Configuration Wizard enables you to
customize your NICE ScreenAgent installation, ensuring a smooth and accurate NICE
ScreenAgent installation. The Master Setup Kit is saved as an agent.cfg file and can be used for
identical multiple installations.
When you install NICE ScreenAgent using the basic or interactive installation method, installation
windows display predefined parameter values read from the Master Setup Kit - the predefined
agent.cfg file. When installing NICE ScreenAgent using the silent installation method, installation
windows do not appear on the agent workstations at all. During the silent installation, predefined
parameter values are automatically used for the installation.
Before performing this procedure, ensure that you have at least 10 MB of free disk space.
NOTE:
• If a Master Setup Kit is missing parameter values, a silent Installation will fail.
• When you need to install NICE ScreenAgent in different Windows environments, a
unique Master Setup Kit may be needed for each environment.
• In the branch site environment, you must create a Master Setup Kit for each branch
at the site.
• When your site requires multiple Master Setup Kits, each agent.cfg file must be
saved in a separate installation folder.
• Certain site configurations may require additional customization to attain maximum
performance.
• By default, the NICE ScreenAgent installation will overwrite your workstation
wallpaper settings. To enable your workstations to retain their custom wallpaper
definitions, you must configure the EnableWallPaper configuration data parameter
in the agent.cfg file to 1 (Enable).

To create a Master Setup Kit in the NICE ScreenAgent Configuration Wizard:
IMPORTANT
Before performing this procedure, ensure that you have at least 10 MB of free disk space.
1. Insert the NICE Perform Standard SW components DVD in a drive on your site network
and navigate to ...\809A1981-05 - Client Side Applications NICE Perform Release 3.1.
2. Copy the Screen Agent 9.10.03.18 folder to a convenient location on the network.
3. Navigate to ...\Screen Agent 9.10.03.18\SAConfigurationWizard and double-click
SAConfigurationWizard.exe.
The NICE ScreenAgent Configuration Wizard starts. The Interaction Center and SAMS
Network Addresses window appears.
Figure 3-6 NICE ScreenAgent Configuration Wizard Welcome Screen

4. Enter the Interactions Center and SAMS network addresses.
NOTE: If ScreenAgent needs to be configured to work with multiple NICE Interaction

Centers, manually define the multiple Interaction Center network addresses in the
agent.cfg file after you complete the NICE ScreenAgent Configuration Wizard.
5. Click Next.
The System Type window appears.
Figure 3-7 System Type Window
6. Select the type of system on which you will install NICE ScreenAgent.
NOTE: For a Citrix terminal server, specify the Citrix connection type that will be used
in the server.
7. Click Next. The Reduction to Grayscale window appears.

Figure 3-8 Reduction to Grayscale Window
8. (Optional) Select Use Reduction to Grayscale. Click Next.
NOTE: When using Reduction To Grayscale, only the Scraper capture method is
available.
The Selective Application Recording window appears.

Figure 3-9 Selective Application Recording Window
Listed processes
area
9. To enable Selective Application recording, continue with Step 10, otherwise continue with
Step 11 on page 70.
10. (Optional) Select Enable Selective Application Recording and define filter options as
described below.
NOTE:
• You can define application processes to be either captured or excluded from
capture. However, URL addresses can only be defined to be captured; they cannot
be defined to be excluded from capture.
• Prior to defining URL addresses to be captured, a browser process must be defined.
• URL capture: Microsoft Internet Explorer Versions 6 and 7 only are supported.
To specify applications to capture or to exclude from capture:

a. Select one of the following options:
• To define applications to capture and record, select Record the following.
-or-
• To define applications to exclude from capturing and recording, select Record all but
the following.

b. Select one of the following options:

• In the Processes text field, enter the application process you need to record and click
.
-or-
• Click and browse to the application process you need to capture. Select the
process and click .
The application process appears in the listed processes area.
c. To define another application, repeat Step b of this procedure. You can specify up to five
(5) applications to capture or exclude from capture.
To specify URLs to capture:
a. Select Record the following.
b. To select the application process, enter the name of the application process of your
browser in the Processes text field.
c. Click .
The browser process appears in the listed processes area. The URL Addresses text fields
become active.
d. In a URL Addresses text field, enter a URL address.
The URL appears in the listed processes area.
e. To define another URL address to record, repeat Step b to Step d of this procedure. You
can specify up to five (5) URL addresses to capture.

EXAMPLE:
1. In the Processes text field, you type iexplore.exe. The URL Addresses text fields become
active.
2. In one of the URL Addresses text fields, you type http://www.nice.com. When screen recording
is active and http://www.nice.com is displayed on the screen, NICE ScreenAgent will record this
window.
To remove an application or URL process from the list:
• Select the process and click .

11. Click Next.
The Capture Method window appears.

Figure 3-10 Capture Method Window
12. Select a Capture Method.
NOTE:
• The default capture method is Hooking.
• Terminal Server/Citrix environment: The DirectDraw Scraper or GDI Scraper
capture method must be selected.
• Windows Vista environment: For guidelines on which capture method to select, see
the NiceScreen Installation Guide > ScreenAgent Capture Method Behavior in the
Windows Vista Environment.
• Reduction to Grayscale: The DirectDraw Scraper or GDI Scraper capture method
must be selected.
• Selective Application Recording: The DirectDraw Scraper or GDI Scraper capture
method must be selected.
13. Click Next.

The Encryption Details window appears.

Figure 3-11 Enable Encryption Window
14. To configure your site for media encryption, continue with Step 15, otherwise, continue with
Step 16.
15. (Optional) Do the following:
a. Select Encrypt the captured data.
b. Enter the System Administrator’s network address.
16. Click Next.
The Perform Silent Installation window appears.

Figure 3-12 Enable Silent Installation Window
17. To install NICE ScreenAgent via the Silent Installation method using the Unique Agent
Username for your registration method, select Perform silent installation with unique
agent username.
18. Click Next.
The Configuration File Description window appears.

Figure 3-13 Configuration File Description Window
19. In the Configuration file description field, enter a short description for your Master Setup
Kit.
20. Click Browse and navigate to the installation folder. Click Next.
The Configuration summary window appears.

Figure 3-14 Configuration Summary Window
21. Verify the settings.

• To modify the settings, click Back.
• To end the wizard, click Finish.
Your Master Setup Kit is saved as agent.cfg in the installation folder.
If you selected the Selective Application Recording feature in Step 10 on page 68, the
CaptureRuleConfig.xml file is created and saved in the installation folder.
22. If your site is comprised of multiple branches, do the following:
NOTE: This following procedure applies to multiple branches. If your site is comprised
of one branch only, your Master Setup Kit is complete; skip this step.
a. Open the agent.cfg file in a text editor.

b. Search for IdentificationString.

Figure 3-15 Example of agent.cfg File
IdentificationString value
c. Define an IdentificationString value for the secondary branch for which you will be
installing NICE ScreenAgent.
d. Save and close the file.
e. Repeat Step a to Step b of this procedure for each secondary branch at your site, saving
each agent.cfg file in a separate installation folder.
NOTE: In the branch site environment, make sure that:

• The Unique Agent UserName is defined as the registration method.
• A unique agent.cfg file for each branch is created and saved in a separate
installation folder.
23. Proceed to installing NICE ScreenAgent. Select one of the following methods:
• NICE ScreenAgent Basic (Interactive) Installation on page 77
-or-
• NICE ScreenAgent Silent Installation on page 94

NICE ScreenAgent Basic (Interactive) Installation

The basic or interactive installation enables you to install NICE ScreenAgent directly onto each
workstation. You perform the basic installation by running the NICE ScreenAgent installation.
This section describes the following topics:
• Installing NICE ScreenAgent on an Agent Workstation on page 77
• Installing NICE ScreenAgent on a Terminal Server on page 87
NOTE:
• Before installing NICE ScreenAgent, ensure that you have Administrator privileges
to the workstation(s) on which NICE ScreenAgent will be installed.
• Before you perform this procedure, make sure to create and save the Master Setup
Kit in the folder containing the NICE ScreenAgent installation.
During Master Setup Kit creation, you customize and save the following files:
• agent.cfg
• CaptureRuleConfig.xml (Selective Application Recording only)
Installing NICE ScreenAgent on an Agent Workstation
To install NICE ScreenAgent on an agent workstation:

1. Close all running applications.
2. Navigate to the NICE ScreenAgent Setup program saved in your system during Master Setup
Creation and double-click setup.exe.

The InstallShield Wizard for NICE ScreenAgent starts.

Figure 3-16 Welcome Screen for NICE ScreenAgent Installation
3. Click Next.
The Choose Destination Location window appears.
Figure 3-17 Choose Destination Location Window
4. Accept the default path or click Browse to change the default location. Click Next.

The NICE ScreenAgent Setup program reads the Master Setup Kit (agent.cfg file) and
displays the NICE Interaction Center IP addresses or host names in the Interaction Center List
window.
NOTE: Every agent does not necessarily need to point to every NICE Interaction
Center associated with the site. The IP addresses of the NICE Interaction Centers
need to be defined according to the needs of your site configuration.
Figure 3-18 Interactions Center Information Window
5. Verify that the network addresses or host names are correct and click Next.

The SAMS (Screen Agent Management System) Server Information window appears
displaying the SAMS Server IP address or host name that was predefined in the Master Setup
Kit (agent.cfg file).
Figure 3-19 SAMS Server Information Screen
6. Verify that the IP address or host name of SAMS is correct and click Next.
The Registration Method window appears.
Figure 3-20 Registration Method Window

NOTE:
• In the branch site environment, you must choose Unique Agent UserName as your
registration method.
7. Select a Registration Method and click Next.

• If you select By Unique Agent UserName, the Color Reduction to Grayscale window
appears. Proceed to Step 9.
• If you select By Extension/s or Agent ID/s, the Extension, Agent ID Info window
appears. Continue with Step 8.
Figure 3-21 Extension, Agent ID Info Window

• Define one Extension-Switch ID pair:
a. Enter the extension number in the Extension 1 field.
b. Click Next. The Color Reduction to Grayscale window appears. Proceed to Step 9.

• Define multiple Extension-Switch ID pairs:

a. Click Advanced. Multiple fields are displayed for defining up to eight (8)
extension-switch ID pairs.
Figure 3-22 Extension, Switch ID Info Window - Multiple Fields
b. Enter the extension-switch ID pairs in the Extension and Switch ID fields.
NOTE: If you marked Use Agent ID instead of Extension in the Extension, AgentId
Info window, similar windows to the above are displayed, with Agent ID fields replacing
the Extension ID fields.

Figure 3-23 Agent ID, Switch ID Info Window - Multiple Fields
c. Click Next.
The Color Reduction to Grayscale window appears. Proceed to Step 9.
Figure 3-24 Color Reduction to Grayscale Window
9. (Optional) To install Color Reduction to Grayscale, select Enable reduction to grayscale

color.

Color Reduction to Grayscale captures screens using a grayscale. Using a grayscale, instead of
a color scale, significantly reduces the size of the captured data, improves data rate and lowers
CPU usage.
NOTE: Color Reduction to Grayscale requires using the Scraper capture method.
When you select Color Reduction to Grayscale, the capture method automatically
changes to Scraper.
10. Click Next.
The Data Encryption window appears. When previously predefined during Master Setup Kit
(agent.cfg file) creation, the System Administrator’s network address is displayed.
Figure 3-25 Data Encryption Window
11. (Optional) To enable your site to work with encrypted data, select Encrypt the captured
data. Type the System Administrator network address. Click Next.
The Review Settings window appears.

Figure 3-26 Review Settings Window
12. Review the configuration settings.

• To change the settings, click Back.
• To begin copying the program files, click Next.
A work in progress bar appears and the setup program copies the installation files.
The InstallShield Wizard Complete window appears.
Figure 3-27 InstallShield Wizard Complete Window
13. Select Yes, I want to restart my computer now and click Finish.

NOTE: If you select No, I will restart my computer later, NICE ScreenAgent will
not start until the next time you restart the workstation.
The NICE ScreenAgent installation is complete. NICE ScreenAgent is automatically added to

the Windows autorun list and automatically starts whenever the workstation is started.
To start recording agent screens, refer to the System Administrator Guide and the Users
Administrator Guide.

Installing NICE ScreenAgent on a Terminal Server

This section explains how to install NICE ScreenAgent directly on a terminal server.
IMPORTANT
• Before you perform this procedure, make sure to create and save the Master Setup Kit (the
customized agent.cfg file) in the folder containing the NICE ScreenAgent installation. See
Creating a Master Setup Kit on page 64.
• To install NICE ScreenAgent on an agent workstation, follow instructions described in
Installing NICE ScreenAgent on an Agent Workstation on page 77.
• In the terminal server environment, you must use the Unique Agent UserName as the Agent
Registration method. See Registration Methods on page 55.
To install NICE ScreenAgent on a terminal server:

1. Close all running applications.
2. Navigate to the NICE ScreenAgent Setup program saved in your system during Master Setup
Creation and double-click setup.exe.
The InstallShield Wizard for NICE ScreenAgent Terminal Server Edition starts.
Figure 3-28 Terminal Server Welcome Window
3. Click Next.
The Choose Destination Location window appears. The Destination Folder area displays the
default location where the application files will be copied.

Figure 3-29 Terminal Server - Choose Destination Location Window

• To accept the default path, click Next.
• To change the default location, click Browse, select a new location, then click Next.
The Interactions Center Information window appears displaying the IP addresses or host
names of the NICE Interactions Centers that were predefined in the Master Setup Kit
(agent.cfg file).
Figure 3-30 Terminal Server - Interactions Center Information Window

5. Verify that the IP addresses or host names of the NICE Interactions Centers are correct, and
click Next.
The SAMS (Screen Agent Management System) Server Information window appears
displaying the SAMS Server IP address or host name that was predefined in the Master Setup
Kit (agent.cfg file).
Figure 3-31 Terminal Server - SAMS Server Information Window
6. Verify that the IP address or host name of the SAMS Server is correct, and click Next.
The Terminal Server Installation Wizard detects your terminal server type.
• If you are installing NICE ScreenAgent on a Citrix server, Figure 3-32 appears. Proceed
to Step 7 on page 90.
• If you are installing NICE ScreenAgent on all other terminal servers, Figure 3-33 appears.
Proceed to Step 9 on page 91.

Figure 3-32 Terminal Server Client Operation Mode Window
7. Select your terminal server mode of operation:

• Full Desktop Sessions- users have standard desktop applications according to assigned
privileges.
• Published Application Sessions- the user’s desktop shows only those applications
specified in the user’s login permissions.
NOTE: If you select Published Application, the following message appears.
See Configuring the Citrix Server using Published Application Mode

on page 165.
8. Click Next.
The Color Reduction to Grayscale window appears.

Figure 3-33 Terminal Server - Color Reduction to Grayscale Window
9. (Optional) To install Color Reduction to Grayscale, select Enable reduction to grayscale

color.
Color Reduction to Grayscale captures screens using a grayscale. Using a grayscale instead of
a color scale, significantly reduces the size of the captured data, improves data rate, and lowers
CPU usage. For further details, see Color Reduction to Grayscale on page 54.
NOTE: Color Reduction to Grayscale requires using the Scraper capture method.
When you select Color Reduction to Grayscale, the capture method automatically
changes to Scraper.
10. Click Next.

The Data Encryption window appears.

Figure 3-34 Terminal Server - Data Encryption Window
11. (Optional) To enable your site to work with encrypted data, do the following:
a. Select Encrypt the captured data.
b. Enter the System Administrator network address.
c. Click Next.
The Review Settings window appears.
Figure 3-35 Terminal Server - Review Settings Window

12. Click Next.

A work in progress bar appears and the setup program copies the installation files. The
InstallShield Wizard Complete window appears.
Figure 3-36 Terminal Server - InstallShield Wizard Complete Window
13. Click Finish.

The NICE ScreenAgent Terminal Server installation is complete. You do not need to restart
the terminal server or agent workstations.

NICE ScreenAgent Silent Installation

The NICE ScreenAgent silent installation method is recommended for large sites where many
NICE ScreenAgent installations are necessary. The installation process is performed using
deployment tools including WinInstall, SMS, etc. During silent installation, installation setup
windows do not appear on the agent’s workstation and the agent is unaware of the installation
process. Using the silent installation, you can install NICE ScreenAgent on more than one
workstation at the same time.
To perform the silent installation, ensure that:
• The installer performing the silent installation has administrator access privileges.
• A Master Setup Kit has been created and contains values for the following parameters:
• ClsAddr1 - the IP address or host name of the NICE Interactions Center (CLS Server)
• SRAddress - the IP address or host name of SAMS
• IdentificationString (branch sites only) - the Identification String of the branch
• TerminalServerMode (terminal servers only) - terminal server mode of operation
• The Registration Method - the method that ScreenAgent uses to register each agent in
the NICE Interaction Center. You need to choose between Unique Agent User Name,
Extension, or Agent ID, depending on the way in which the agent is defined at the site.
NOTE: The NICE ScreenAgent installation requires separate Master Setup Kits for
installing NICE ScreenAgent on agent workstations and terminal servers.

Silent Installation Tips

• A first-time installation will use the default directory path: C:\Program Files\Nice Agent.
• An upgrade will find and use the path of the original installation.
• Windows 2000, Windows XP, and Windows Vista require restarting the workstation after
installation. This can be done using a deployment application script provided in this section.
However, the restart will be apparent to the agent sitting at the workstation.
NOTE: Restart is not required after installing NICE ScreenAgent on a terminal server.
Installing NICE ScreenAgent Silently

The way in which the silent installation is implemented is determined by the registration method
type (Unique Agent Username, Extension ID, or Agent ID) used at your site. This is because each
registration method requires its own command line.
This section describes:
• Restarting Agent Workstations
• Silent Installation for the Unique Agent Username Registration Method
• Silent Installation for the Extension or Agent ID Registration Methods
TIP: The way in which an agent is identified is called the Registration Method.
Restarting Agent Workstations

A workstation running Microsoft Windows 2000, XP, or Vista must be restarted after installing
NICE ScreenAgent.
To restart agent workstations:

• Type the following command line:
-NICE_SHUT
TIP: -NICE_SHUT can be added to the command line running the Silent Installation.
EXAMPLE:
H:\ScreenAgent\Master\Disk1\Setup.exe -NICE_SHUT

Silent Installation for the Unique Agent Username Registration Method

When you install NICE ScreenAgent by Silent Installation using the Unique Agent Username
Registration Method, all necessary parameter values are read from the Master Setup Kit (agent.cfg
file).
NOTE: Terminal Servers must use the Unique Agent Username Registration Method.
To perform the Silent Installation for the Unique Agent Username Registration Method:
1. Type the following command line:
Setup.exe
EXAMPLE:
H:\ScreenAgent\Master\Disk1\Setup.exe
2. For Windows 2000, XP, or Vista, restart all agent workstations using this script:
-NICE_SHUT
Silent Installation for the Extension or Agent ID Registration Methods

The silent installation for the Extension ID or Agent ID Registration Method, can be performed by
pointing to values saved in a file. Installing NICE ScreenAgent silently using this method requires
creating a file which contains all the Extension IDs or Agent IDs and their corresponding switches.
NOTE: The installation program searches for the required information in the
sequence given below. If it is not found, the Extension/Agent ID window appears on
all Agent workstations and the installation fails.
To perform silent installation by pointing to values saved in a file:

1. Open a text file and type Extension IDs or Agent IDs and their corresponding switches as
shown below:
[Association]
Computer1=Extension,SwitchId
...
ComputerN=Extension,SwitchId
-or-
[Association]
Computer1=AgentId,SwitchId
...
ComputerN=AgentId,SwitchId
Where ComputerN is the name of each workstation.

2. Save the file as Ext.cfg in the same folder as the NICE ScreenAgent Setup.exe file.
NOTE: Extension IDs and Agent IDs must be saved in separate files.
3. Type the command line as follows:

Setup.exe
NOTE: Make sure to include the complete path to your Master Setup Kit, for example,
H:\ScreenAgent\Master\Disk1\Setup.exe
4. For Windows 2000, XP, or Vista, restart all agent workstations as follows:
-NICE_SHUT
EXAMPLE:
Assume that a contact center has three workstations, named WS_1, WS_2, and WS_3. Their
extensions are 1201, 1207, and 1209 respectively. All use SwitchId 1.
The Ext.cfg file will look like this:
[Association]
WS_1=E1201,S1
WS_2=E1207,S1
WS_3=E1209,S1

Customizing NICE ScreenAgent Parameters in the Registry
WARNING
Editing values directly in the registry can cause your system to malfunction and should
only be done by qualified personnel.
NOTE: Changing values directly in the registry will not change the values in your
Master Setup Kit.
To customize NICE ScreenAgent parameters in the registry:

1. Locate the appropriate registry path specified in Configuration Data Parameters
on page 98, Switch Data Parameters on page 105, and NICE Interactions Center - CLS
Server List Parameters on page 106, and edit the registry using regedit.
2. Save and close the registry.
3. To enable changes made to the registry, log off and then re-log in to the workstation.
NICE ScreenAgent Configuration Parameters

The NICE ScreenAgent configuration parameters are listed in the following tables:
• Table 3-1: NICE ScreenAgent Parameters - CONFIGURATION Section on page 98
• Table 3-2: NICE ScreenAgent Parameters SWITCH DATA Section on page 105
• Table 3-3: NICE ScreenAgent Parameters - CLS List Section on page 106
NOTE: The tables in this section list all possible parameters. Your actual files may
vary depending upon site configuration.
Configuration Data Parameters

The following parameters are located under the registry key:
HKEY_LOCAL_MACHINE\SOFTWARE\Nice Systems\Nice Screen
Table 3-1: NICE ScreenAgent Parameters - CONFIGURATION Section
Parameter Description Value
AuthenticationKeySize Key size used for authentication. Possible values = 128, 192, 256
Default value = 128
AuthenticationMACSize MAC (Machine Authentication Code) Minimum value = 0

size used for authentication. Maximum value = 20
Default value = 8

Table 3-1: NICE ScreenAgent Parameters - CONFIGURATION Section (Continued)
CacheSize Size of the internal cache in MBytes, that 6 - Default

the capture layer uses to store graphical 1 - Minimum
objects.
32 - Maximum
Defining a larger cache size causes:
• Less activity of the capture layer
• Larger memory consumption
CaptureMethod The Hooking method captures GDI 1 - Hooking (default)

commands used by Windows. The 2 - Scraper Direct Draw
scraper method scans each screen for
3 - GDI Scraper
changes and saves bitmaps.
Note: For reduction to
The installation program identifies the
grayscale, the capture method is
operating system and sets this
automatically set to 2 (Scraper
parameter automatically.
Direct Draw).
• Windows 2000, Windows XP, Note: When the Selective
Windows Vista - Hooking Application Recording feature is
• Terminal Server - used, Scraper Direct Draw or
Windows 2003-Scraper GDI Scraper must be selected.
CompressionLevel The level of compression space that is 0 - No compression

performed on the captured data. 1 - Fast compression
Using a larger value causes: 2 - High compression (default)
• Decreased data rate Note: for Terminal Servers, the
• Increased CPU impact default is 1.
ConnectionPortBase Communication port used by In the non-Terminal Server

ScreenAgent for TCP/IP communication environment, the port number is
with the NiceScreen Logger. 2102.
NOTE: Do not change this value! In the Terminal Server
environment, the communication
port is calculated as follows:
3020 + Session ID,
where 3020 is the Terminal
Server’s base port, and Session
ID is the Session ID of the
Terminal Server session.
CurrentVersion Version number of the ScreenAgent Do not change this value!

installed on the system.

CacheSize Size of the internal cache in MBytes, that 6 - Default

the capture layer uses to store graphical 1 - Minimum
objects.
32 - Maximum
Defining a larger cache size causes:
• Less activity of the capture layer
• Larger memory consumption
CaptureMethod The Hooking method captures GDI 1 - Hooking (default)

commands used by Windows. The 2 - Scraper Direct Draw
scraper method scans each screen for
3 - GDI Scraper
changes and saves bitmaps.
Note: For reduction to
The installation program identifies the
grayscale, the capture method is
operating system and sets this
automatically set to 2 (Scraper
parameter automatically.
Direct Draw).
• Windows 2000, Windows XP, Note: When the Selective
Windows Vista - Hooking Application Recording feature is
• Terminal Server - used, Scraper Direct Draw or
Windows 2003-Scraper GDI Scraper must be selected.
CompressionLevel The level of compression space that is 0 - No compression

performed on the captured data. 1 - Fast compression
Using a larger value causes: 2 - High compression (default)
• Decreased data rate Note: for Terminal Servers, the
• Increased CPU impact default is 1.
ConnectionPortBase Communication port used by In the non-Terminal Server

ScreenAgent for TCP/IP communication environment, the port number is
with the NiceScreen Logger. 2102.
NOTE: Do not change this value! In the Terminal Server
environment, the communication
port is calculated as follows:
3020 + Session ID,
where 3020 is the Terminal
Server’s base port, and Session
ID is the Session ID of the
Terminal Server session.
CurrentVersion Version number of the ScreenAgent Do not change this value!

installed on the system.

DebugLevel This parameter determines the severity 0 - Debug

of messages that will appear in the log 1 - Info (default)
file. Setting the parameter to a lower
2 - Warning
value results in more messages written
to the log file and can reduce 3 - Fatal
ScreenAgent performance. 4 - Bug
This parameter is effective only
when EnableLogFile=1.
DebugPath The path that the ScreenAgent Windows 2000, Windows XP,
Windows 2003 Server - C:\Documents
application uses to store the log file.
and Settings\All Users\Application
This parameter is effective only Data\Nice\Screen
when EnableLogFile=1. Agent\COMMON_APPDATA
Windows Vista -
C:\ProgramData\Nice\Screen
Agent\COMMON_APPDATA
DisableReporting Determines whether the ScreenAgent 0-Send report to SAMS (default)

will send report information to the 1-Do not send report to SAMS
SAMS.
EnableAuthentication Controls whether authentication is 0 - Default value

performed on the captured media. Note: Do not change this value!
EnableEncryption Controls whether encryption is 1- Enable encryption

performed on the captured media. 0- Disable encryption
EnableGrayScaleRedu Determines whether Reduction to 1- Enabled

ction Grayscale is enabled. 0 - Disabled
EnableLogFile Enables or disables event writing to the 0 - Disabled

log file. 1 - Enabled (default)
EnableOverloadControl The OverloadControl mechanism is 0 - OverloadContol disabled

used to prevent disconnection of a (default)
recording when the recording buffer is 1 - OverloadControl enabled
full. When the buffer is full, instead of
stopping the recording, OverloadControl
prevents insertion of captured data to
the buffer. The insertion continues when
the buffer is emptied. The range used for
OverloadControl is determined by the
OCStopThreshold and
OCStartThreshold parameters.
EncryptionKeySize Controls the key size used for Possible values = 128, 192, 256
encryption. Default = 256

IdentificationString Unique identifier in a branch site String to describe site.

environment. Example: Site 1
Use when an agent’s IP address or For more information see:
Windows login name is not unique in the
Branch Site Support
system.
on page 60
KeepAliveInterval Interval between the KeepAlive 5 minutes - Default

messages that ScreenAgent sends to 1 minute - Minimum
the NICE Interaction Center notifying
720 minutes - Maximum
that it is active.
NOTE: The value of this parameter
must not exceed the timeout
interval in which the NICE
Interaction Center removes an agent
from its registration table (3 hours
by default).
LogFileSize Size of each file (in MB) that is created 1 MB - Minimum (default)
by the ScreenAgent application to store See NumOfLogFiles below.
debug messages.
Note: Ensure that C: drive has
NOTE: This parameter is only enough available space to store
effective when EnableLogFile=1. the defined log files.
MaxTimeBetweenKF The maximum time allowed between Default = 600 seconds

KeyFrame full screen captures.
MinTimeBetweenKF The minimum time allowed between Default = 60 seconds

KeyFrame full screen captures.
NumOfLogFiles Maximum number of log files used to 5 - Default

store debug messages. When a log file 1 - Minimum
reaches its maximum size, a new file is
99 - Maximum
created. When X (where X is
NumOfLogfiles) files are created, the
ScreenAgent application rotates the files
and overwrites the oldest file.
Default configuration includes 5 files
where each file is 1 MB.
NOTE: This parameter is only
effective when EnableLogFile=1.

OCStartThreshold The higher limit of the OverloadControl 99 - Default

mechanism. When this percentage of 99 - Maximum
the buffer is full, insertion of data packets
51 - Minimum
to the buffer is blocked.
effective if
EnableOverloadControl=1.
OCStopThreshold The lower limit of the OverloadControl 20 - Default

mechanism. When this percentage of 50 - Maximum
the buffer is full, insertion of data packets
1 - Minimum
to the buffer is resumed.
effective if
EnableOverloadControl=1.
ProcessPriority Sets the priority for the entire 0 - Below Normal

ScreenAgent process. 1 - Normal (Default)
2 - Above Normal
RecBuffSize Size of the record buffer in MBytes. This 4 - Default

buffer is used for storing the screen data 1 - Minimum
until it is sent to the Screen Logger.
15 - Maximum
• When a buffer is full, recording stops NOTE: For Terminal Servers, the
(unless OverloadControl is used). default is 2.
• We recommend increasing the
buffer for data rate intensive
applications (high resolution, true
color, massive graphics).
• Defining a large buffer consumes
more memory.
ReportingSeverity Control the severity of the messages 0 - debug

that will be reported to the SAMS. 1 - info
ScreenAgent will send reports from the 2 - warning
selected priority and above.
3 - fatal (default)
4 - bug
ScreenProtocol The internal protocol that the capture 15 - Default

layer is using to capture graphic objects
and send them to the NiceScreen
Logger.
NOTE: Do not change this value!

ShareTechnique When configured to multi-monitor, all the 1 - Single monitor

virtual area is captured. 2 - Multi-monitor (default)
When configured to single monitor, only 4 - Selective App Recording
the Master monitor is captured.
SRAddress Network address of the associated IP Address or host name

SAMS Server. This parameter must be
defined in Master Setups.
ThreadPriority Sets the thread priority for the Scraper 0 - Below normal
capture method. 1 - Normal (default)
2 - High
TimeBetweenRF Interval between repeatedly trying to 1 minute - Default (minimum)

send Keep Alive messages when the 30 minutes - Maximum
Keep Alive message failed to be sent.
This parameter is only used when there
was a failure in sending Keep Alive
messages.
UseNicId Selects the Network Interface Card to 0 - Default (First Network

use in case there are multiple network Interface Card)
cards installed.
WaitForActivate Amount of time (in seconds) between 30 (seconds) - Default

when the ScreenAgent application is 0 (seconds) - Minimum
activated and the time the capture layer
120 (seconds) - Maximum
connects to the display driver.
For Terminal Servers, the default
is 15.
The following five parameters exist only for NICE ScreenAgent installed on agent
workstations (NOT for Terminal Servers):
EnableAnimation Overrides OS animation. 0 - disabled (default)

1 - enabled
Should be disabled if system
performance is degraded.
EnableFullDrag Enables or disables full window content 0 - disabled

display while the window is dragged. 1 - enabled (default)
Should be disabled if system
performance is degraded.
EnableScreenSaver When disabled, overrides workstation 0 - disabled (default)

ScreenSaver settings. 1 - enabled

EnableWallPaper When disabled, overrides workstation 0 - disabled (default)

Desktop wallpaper settings. 1 - enabled
GetLocalIPOnce Selects how the ScreenAgent searches 0 - disable (default)

for the workstation IP address. 1 - enable
Disabled - ScreenAgent searches for the
IP address periodically.
Enabled - ScreenAgent searches for the
IP address once during startup.
The following parameter is only for NICE ScreenAgent installed on a Terminal Server. It is
present in the agent.cfg file but not in the Registry.
TerminalServerMode Applies to silent installations. 1 - Full Desktop

2 - Published Application
The following parameter appears only in the Registry and only after installation. It is not
present in the agent.cfg file.
InstallPath The installation path of the ScreenAgent C:\Program Files\Nice Agent

application. (default)
NOTE: This path is set during
installation and should not be
changed manually.
Switch Data Parameters

The following parameters are located under the registry key
HKEY_LOCAL_MACHINE\SOFTWARE\Nice Systems\Nice Screen\Extensions
Table 3-2: NICE ScreenAgent Parameters SWITCH DATA Section
AgentID1 The Agent ID that identifies the agent sitting in a specific None
. location. You can define up to 8 AgentIDs. A corresponding
Switch must be defined for each AgentID.
.
NOTE When you define AgentID, you cannot define
.
telephone extension numbers.
AgentID8
Ext1 The extension number of the telephone associated with this None
. computer. You can define up to 8 extensions. A
corresponding Switch must be defined for each Extension.
.
NOTE When you define telephone extension numbers,
.
you cannot define AgentID.
Ext8

Table 3-2: NICE ScreenAgent Parameters SWITCH DATA Section (Continued)
Switch1 The SwitchID of the PABX switch to which the AgentID or None
. telephone extension is connected.
. NOTE A corresponding SwitchID must be defined for
each Agent ID or telephone extension.
.
Switch 8
NICE Interactions Center - CLS Server List Parameters

The following parameters are located under the registry key:
HKEY_LOCAL_MACHINE\SOFTWARE\Nice Systems\Nice Screen\ClsList
Table 3-3: NICE ScreenAgent Parameters - CLS List Section
ClsAddr1 Network address of the associated IP Address or host name

. NICE Interactions Center. This
parameter should have a value for all
.
Master Setup Kits.
.
NOTE The parameter must have a
ClsAddr5 value for Silent Installations.
ClsId1 Internal value.

.
.
.
ClsId5
ClsPort1 Port numbers of the NICE Interactions 2010 - Default when

. Centers (CLS servers). ScreenAgent initiates
connection.
.
NumOfCls Number of NICE Interactions Centers

(CLS servers) that the ScreenAgents at
the site interface.

Uninstalling NICE ScreenAgent
Uninstalling NICE ScreenAgent

NICE ScreenAgent cannot be removed by the agent. Only authorized personnel with administrator
access privileges can uninstall NICE ScreenAgent from a workstation.
IMPORTANT
You can uninstall NICE ScreenAgent silently by using the NICE ScreenAgent Uninstall program
and your deployment application.
NICE ScreenAgent can be removed in one of two ways:

• Running the NICE ScreenAgent Unistall batch program. This is a silent process.
• Using the Windows Add/Remove Programs window.
NOTE: When using the NICE ScreenAgent Uninstall program, the C:\Program
Files\Nice Agent folder is not removed. If necessary, you can manually delete this
folder.
When using the Windows Add/Remove Programs window, the C:\Program
Files\Nice Agent folder is deleted the next time you restart your computer.
To uninstall NICE ScreenAgent using the NiceSceen Agent Uninstall program:

• Run the following file:
C:\Program Files\Nice Agent\UnInst.bat
The NICE ScreenAgent program and files are removed.
To uninstall NICE ScreenAgent using Windows Add\Remove Programs window:

1. Open the Windows Add\Remove Programs window.
2. Locate NICE ScreenAgent in the list of Currently Installed Programs and click Remove.
The NICE ScreenAgent program and files are removed.

4
Defining NiceScreen Components in NICE
Perform
To enable NiceScreen to be fully integrated with NICE Perform, all NiceScreen components must
be defined. This chapter describes how to define NiceScreen components in NICE Perform.
NOTE: Before you perform the procedures in this section, ensure that:
• NICE Perform is installed at the site.
See Applications Suite Installation Guide.
• NICE Interactions Center (CLS) and a CTI interface (switch) are defined in the
System Administrator.
See System Administrator’s Guide.
Contents
Defining NiceScreen in NICE Perform ........................................................................ 110

Defining NiceScreen in System Administrator .......................................................... 112
Accessing System Administrator.............................................................................. 112
Defining the NiceScreen Logger .............................................................................. 113
Defining NICE ScreenAgents................................................................................... 117
Creating a Channels Pool ........................................................................................123
Creating a Sources Pool ..........................................................................................125
Attaching the Channels to the Sources Pools ..........................................................127
Chapter 4: Defining NiceScreen Components in NICE Perform 109

Defining NiceScreen in NICE Perform

This section provides an overview of defining the NiceScreen components in NICE Perform.
To define NiceScreen in NICE Perform:

1. Make sure agents have been defined in Users Administrator.
For complete instructions on defining agents in Users Administrator, see the Users
Administrator Guide.
If your site includes multiple secondary branches, ensure that the Agent identification for
screen recording value is defined for each agent. See Branch Site Support on page 60.
IMPORTANT
• The Agent identification for screen recording value represents the branch at which the
agent logs in. This ensures that each agent is uniquely identified, even when several agents
have the same name.
Ensure that:
• You define the correct branch for each agent’s Agent identification for screen
recording value.
• Each Agent identification for screen recording value defined in Users Administrator
is identical to the Identification String value defined in the Master Setup Kit (agent.cfg
file).
• If your site does not have branches, the Agent identification for screen recording value
must be left blank.
EXAMPLE:
Two agents defined at this site are called Sally Brown. One agent called Sally Brown is located
in Boston. The other agent called Sally Brown is located in Miami. The Agent identification for
screen recording value for Sally Brown in Boston is defined as boston.The Agent identification
for screen recording value for Sally Brown in Miami is defined as miami.
Each Sally Brown will be uniquely identified in this NiceScreen branch site environment.
Sally Brown in Boston
Sally Brown in Miami

2. Define NiceScreen components in System Administrator.

Defining NiceScreen components in System Administrator involves the following steps:
a. Accessing System Administrator. See page 112.
b. Defining the NiceScreen Logger. See page 113.
c. Defining NICE ScreenAgents. See page 117.
d. Creating a Channels Pool. See page 123.
e. Creating a Sources Pool. See page 125.
f. Attaching the Channels to the Sources Pools. See page 127.

Defining NiceScreen in System Administrator

Accessing System Administrator
To access System Administrator:

1. Log in to the NICE Perform Application Suite. From the Accessories menu, select System
Administrator.
Figure 4-1 System Administrator
To add or edit components in the System Administrator, you must work in Technician Mode.
2. From the Settings menu, select Technician Mode.
Figure 4-2 Technician Mode

Defining the NiceScreen Logger

This section describes how to define a NiceScreen Logger in System Administrator.
NOTE: After you complete defining NiceScreen Logger in System Administrator, if your
site is configured for selective recording, you must define a recording schedule in Rules
Manager.
See Scheduler Rules on page 129. Or, for more comprehensive information about
Rules Manager, see Rules Manager Guide.
To define a NiceScreen Logger:

1. Verify that you are working in Technician mode. See Accessing System Administrator
on page 112.
2. In the Organization tree, select the Logger Servers branch.
3. From the Actions menu, choose New Screen Logger.
Figure 4-3 Organization Tree
The Screen Logger Server License window appears.

Figure 4-4 Screen Logger Server License Window

• If your license key is on a file, click From File. The Licenses window appears.
In the License Key list, locate and double-click your license key. The NiceScreen Logger
Server License window reappears with the relevant serial number and license key. Click
OK.
-or-
• If your license key is not on file, type the Serial Number and License Key for the
NiceScreen Server and click OK.
The Define Screen Logger Server window appears.
Figure 4-5 Define Screen Logger Server Window
4. Type the following information:
Server Name Use a descriptive name. This name appears as the Logger name in the
Organization tree and is used for identifying the Screen Logger elsewhere in
the System Administrator.
Host Name/IP Type the computer name or IP address of the Screen Logger.
Address
Port The port on the switch to which the Screen Logger is connected. The default
port is automatically displayed. If you know that this port is already in use,
you can change the port.
5. Click . The Screen Logger details appear.

Figure 4-6 Screen Logger Details
6. You can change the log report level to receive more detailed reports:
a. Click the Global tab. The Log Configuration appears.
Figure 4-7 Log Configuration
b. From the Report Mode menu, select Normal Mode or Verbose Mode.
Report Mode controls logging severity. Verbose Mode will generate logs in greater detail.
7. Click Save .
8. Add the new Screen Logger to the NICE Interactions Center (CLS) definition:
a. In the Organization tree, expand CLS Definitions > CLS Servers and select a CLS
server.
b. Click the Loggers tab. The newly defined NiceScreen Logger is listed under Available
Loggers.
c. Select the Logger and click . Your NiceScreen Logger is now listed as an Attached
Logger.
d. Click Save .
9. Add the new Screen Logger to the NMS monitored list:
a. In the Organization tree, expand Network Management System and select an NMS.
Click the Monitored Server tab.

Figure 4-8 Monitored Servers Tab
b. Select the Associated Resource running NiceScreen Logger, select Monitor Server and
click Save .
10. Proceed to Confirming the Channels Definition List on page 116.
Confirming the Channels Definition List

Channel definitions for NiceScreen Loggers have default settings and cannot be edited. All
NiceScreen Logger input channels are defined as follows:
Recording Type = Screen
Summation Support = No
To ensure that your NiceScreen Logger is configured correctly, you must confirm that the
NiceScreen Logger appears in the Channels Definition list.
To confirm that the NiceScreen Logger appears in the Channels Definition list:
1. Verify that you completed Defining the NiceScreen Logger on page 113.
2. In the Organization tree, expand your Master Site and navigate to CLS Definitions >
Channel Mapping > 1. Channels Definitions .
The Loggers that are attached to one CLS only are listed. Channels that are configured as input
channels in the Channels tab of the Logger definition are displayed and can be mapped.
3. Verify that the newly defined NiceScreen Logger appears in the list of Loggers.
4. Select and expand the Logger’s definition and click Save .

5. Proceed to Defining NICE ScreenAgents on page 117.

Defining NICE ScreenAgents

NICE ScreenAgents can be defined individually or a group of NICE ScreenAgents.
This section describes:
• Defining One NICE ScreenAgent
• Defining a Group of NICE ScreenAgents
Defining One NICE ScreenAgent
To define one NICE ScreenAgent:

on page 112.
2. In the Organization tree, select CLS Definitions > Channel Mapping > 2. Sources
Definition.
3. Select a switch and click Add New Source .

The Source Type window appears.
Figure 4-9 Source Type Window
4. From the Source Type menu, select IP - ScreenAgent.

5. Click OK.
The Source Details window appears.
Figure 4-10 Source Details Window

6. Define the following:

Name: Enter a name for the NICE ScreenAgent.
IP: Enter the IP address of the workstation running NICE ScreenAgent.
Port: Enter 2102
Agent Identification (branch site configuration only): Type a value that represents the
branch at which this NICE ScreenAgent is installed.
NOTE: The Agent Identification value must be identical to the Agent identification for
screen recording value defined in Users Administrator, and the Identification String
value defined in the Master Setup Kit in NICE ScreenAgent (the agent.cfg file).
7. Click OK.
8. The NICE ScreenAgent you defined appears in Sources Definition list.
Figure 4-11 Sources Definition List
9. Click Save.
Defining a Group of NICE ScreenAgents
To define NICE ScreenAgents:

on page 112.
Definition.
3. Select a switch and click Add Sources by Wizard .

The Create Sources Wizard starts.

Figure 4-12 Create Sources Wizard - Introduction Window
4. Click Next.
Figure 4-13 Create Sources Wizard - Source Type Selection Window
5. Select IP address and click Next.

The IP Addresses window appears.

Figure 4-14 Create Sources Wizard - IP Addresses (Example)
6. Type the following:

• First IP - Type the first IP address of the series of NICE ScreenAgents at your site.
EXAMPLE:
Your agent workstation IP addresses are defined in a sequential series between 172.21.17.105
and 172.21.17.154. You define the First IP field as shown above.
• First Port - Type 2102.
• Agent Identification (branch site configuration only) - Type a value that represents the
branch at which these NICE ScreenAgents are installed.
NOTE:
• In the terminal server environment, define the First Port value as 3020.
• The Agent Identification value must be identical to the Agent identification for
screen recording value defined in Users Administrator, and the Identification String
value defined in the Master Setup Kit in NICE ScreenAgent (the agent.cfg file).
7. Click Next.
The Amount of IP Addresses Ports window appears.

Figure 4-15 Amount of IP Addresses Ports Window (Example)
8. Type the following:

• Number of sources - Type the number of NICE ScreenAgents you need to define.
• Ports Amount - Type the number of ports used by the NICE ScreenAgents.
NOTE:
• If you are defining NICE ScreenAgents for the terminal server environment, define
these values as shown here:
• Number of sources - Type 1.
• Ports Amount - Type the number of NICE ScreenAgents installed at the site.
• If you are defining one source only (one NICE ScreenAgent), use the Add new
source option. .
9. Click Next. The Summary window appears.

Figure 4-16 Summary Window (Example)
10. Click Finish.
11. Click Save .
EXAMPLE:
First IP: 172.20.0.2
First Port: 2102
Agent Identification: miami
IP address 172.20.0.2 is associated with the secondary branch site miami.
Number of Sources: 10
Ports Amount: 1
IP address associated
with an Identification String
Sources definition area
12. Proceed to Creating a Channels Pool on page 123.

Creating a Channels Pool
To create a channels pool:

on page 112.
2. In the Organization tree, select CLS Definitions > Channel Mapping > 4. Dynamic
Mapping. Select the Channels Pool tab.
3. Select the CLS Server to which the NiceScreen Logger is attached and click Add new pool
of channels .
NOTE: The NiceScreen Logger must be previously attached to the CLS Server. You
attach a Logger to a CLS server on the Loggers tab of the CLS definition.
The Pool Name window appears.

Figure 4-17 Pool Name Window
4. Enter a name for the Channels Pool and click .

5. Expand the CLS Server branch and select the new Channels Pool.
Figure 4-18 CLS Server - Channels Pool Tab
6. In the Channels area, click Add channels to pool .

The Add Channels to Pool window appears.

Figure 4-19 Add to Channels Pool Window
7. Select a Logger ID and click . All of the NiceScreen Logger’s channels appear in the
Channels area.
Figure 4-20 Channels Pool - NiceScreen Logger Channels
8. Click Save .
9. Proceed to Creating a Sources Pool on page 125.

Creating a Sources Pool
To create a Sources Pool:

on page 112.
Mapping. Click the Sources Pools tab.
Figure 4-21 Dynamic Mapping - Sources Pools Tab
3. Select the CLS Server to which the NiceScreen Logger is associated.
4. Click Add new pool of sources .

The Pool Name window appears.
Figure 4-22 Pool Name Window
5. Enter a name for the Sources Pool and click .

6. Expand the CLS Server branch and select the new Sources Pool.
Figure 4-23 CLS Server - Sources Pool

7. In the Sources area, click Add sources to the pool . The Add Sources to Pool window
appears.
Figure 4-24 Add Sources to Pool Window
8. From the Physical Switch ID drop-down menu, select a switch ID. Then select all the IP
addresses that correspond to the NICE ScreenAgents you need to include in the pool.
IMPORTANT
The pool must include all IP addresses of all the agents whose screens need to be recorded.
9. Click . Then click Save .
10. Proceed to Attaching the Channels to the Sources Pools on page 127.

Attaching the Channels to the Sources Pools

In this procedure, you attach the channels pool you created in Creating a Channels Pool
on page 123 with the sources pool you created in Creating a Sources Pool on page 125.
Attaching the two pools ensures that your NiceScreen Logger will capture and record all your
agent’s screens.
To attach a Channels Pool and a Sources Pool:

on page 112.
Mapping. Click the Attach/Detach tab.
3. Select the CLS ID on which the pools are defined. The pools appear in the lists of Unmapped
Pools.
Figure 4-25 Attach/Detach Tab
4. Select an Unmapped Pool of Channels and a corresponding Unmapped Pool of Sources.

5. Click Attach. The Channels/Sources Pool combination appears in the list of Attached Pools.
Figure 4-26 Attached Pools of Channels and Pools of Sources

To view the details of both pools, select the Channels/Sources Pool combination and click
Details. The Pools Details window appears. Click the Channels or Sources tab to view details.
6. Click Save .
The Mapping Details window appears.
Figure 4-27 Mapping Details Window
7. Close the Mapping Details window.
8. Select CLS Definitions > Channel Mapping and click .

Figure 4-28 Update Configuration

5
Scheduler Rules
Scheduler rules are used to initiate the recording of interactions. You can set up one or many
recording schedules for your site. Different recording schedules can operate simultaneously.
Negative recording schedules are schedules that exclude interactions from being recorded. They
take precedence over recording schedules that might otherwise record the same interactions. For
example, if all outbound calls are recorded and you want to exclude those of a specific agent,
create a negative recording schedule for that agent.
Recording schedules can also be made to randomly record an equal number of interactions per
agent. This helps to ensure that all agents are objectively appraised.
EXAMPLE:
Create a Scheduler rule to record the voice portion only of all interactions on line 4444 that
occurred on Sunday for the New Accounts group.
IMPORTANT
• Rules that are deleted cannot be reactivated, edited, or viewed.
Contents
Scheduler Overview .....................................................................................................130

Quality by Interaction Recording Plans......................................................................132
Quality by Time Interval Recording Plans..................................................................138
Selective Recording Plans...........................................................................................142
Negative Recording Plans ...........................................................................................150
Defining a Recording Period: Recurrence .................................................................156
Locating Interactions According to Recording Schedules ......................................159
Scheduling How To’s....................................................................................................160
Chapter 5: Scheduler Rules 129

Scheduler Overview
Scheduler Overview
IMPORTANT
All recording schedules run according to the local time where they were defined.
EXAMPLE:
The clock at location A, where you are creating a schedule, is defined as GMT 0. You define a
schedule to run from 9:00 - 10:00 a.m. The schedule is running at location B, whose time is
GMT +1. At location B, recording will be between 10:00 - 11:00 a.m. (this is actually
9:00 - 10:00 a.m. at the location where it was defined).
Scheduler rules are used to initiate the recording of interactions. You can set up recording
schedules according to any information that is available before the interaction begins, such as,
direction (incoming, outgoing, or internal), the number dialed to reach the contact center, the time
of the interaction, and more.
Interactions recorded as a result of a Quality recording plan are tagged as QM for evaluation.
Each recording schedule can be set up to select interactions for recording according to the
following criteria:
• Interactions handled by all or by specific agents or groups. (Filter criteria)
• The direction of the interaction or how it entered the contact center. (Filter criteria)
• Time scope and weekly schedule during which the interactions occur. (Recurrence and
Sampling criteria)
• The number or percentage of interactions to be recorded during the scheduled times.
(Sampling criteria)
EXAMPLE:
Create a recording schedule to record all incoming interactions handled by the New Accounts
group from a specific contact center number on Saturdays and Sundays.
As an interaction is recorded, a tag is added to the interaction record identifying which recording
schedule(s) initiated the recording. Using NICE Perform applications, you can search for
interactions according to the schedule(s) that initiated their recording.
The types of recording plans you can create depends on you site configuration. Sites are
configured either for Quality or for Selective recording.
Quality recording plans record interactions according to the schedules and criteria you define.
These recordings are marked as QM for evaluation.
Selective recording plans record interactions that match the filter criteria that you define.
Additionally, Negative recording plans allow you to exclude interactions that would otherwise be
recorded by a different recording plan. Negative recording plans take precedence over other
recording plans.
A Total Recording environment is a different type of environment where all interactions are
recorded. In this environment, use Scheduler rules to:

Scheduler Overview
• Select interactions for evaluation in the Business Analyzer; Interactions recorded using a
Quality recording plan are marked as QM for evaluation.
• Exclude selected interactions; Create a Negative schedule. For example, exclude all inbound
interactions before 7 a.m.
Choosing a Recording Plan

The recording plans that can be created using the Scheduler rules are as follows (Available options
vary according to your site specifications):
Recording
When to use it Continue with...
Plan
Quality by Starts and stops recording according to Quality by Interaction

Interaction start/stop CTI call activity. Entire interactions Recording Plans
are recorded. Interactions are marked as QM. on page 132
EXAMPLE: Record all interactions to and from
the New Accounts group.
Quality by Records according to a segment of time. This Quality by Time Interval
Time may include an entire interaction or only a Recording Plans
Interval part of one. Interactions are marked as QM. on page 138
EXAMPLE: Record all screen activity between
12:00 p.m. and 1:00 p.m.
Selective Records according to filter criteria. Selective Recording Plans
Interactions are not marked as QM. on page 142
EXAMPLE: Record all interactions between
5:00 p.m. and midnight.
Negative Excludes interactions that would otherwise be Negative Recording Plans
recorded by another schedule, or due to a on page 150
Total Recording environment.
EXAMPLE: Do not record the CEO’s telephone
between 12:00 p.m. and 1:00 p.m.

Quality by Interaction Recording Plans

Use a Quality by Interaction recording plan to record selected interactions. Contact centers use
Quality by Interaction recording plans to select interactions for evaluation.
EXAMPLE:
Record all interactions to and from the New Accounts group.
Features of this recording plan are:

• Recording starts and stops according to start/stop CTI call activity.
• Entire interactions are recorded.
• Interactions are marked as QM.
To create a Quality by Interaction recording plan, you will need to complete the following
sections:
(For the complete procedure, see Creating a Quality by Interaction Recording Plan
on page 134.)
• General - Rule name, description, and starting and ending dates for when the rule records
(the rule’s lifetime).
• Recurrence - How often the number of interactions specified in Sampling are recorded
(daily, weekly, or monthly). This is a required parameter.
• Recording Parameters - Media types to record (voice, screen, or both). Also, for complete
interactions, whether to record all the segments, or only those that match the filter criteria.
• Filter - Which interactions to select for recording according to the following parameters:
Interaction direction and duration; Agents and/or groups; Specific phone numbers. At least
one agent or group is required. Filters for direction are described in Filters for Quality by
Interaction Recording Plans on page 133. You can only select agents/groups/fields for
which you have query privileges.
• Sampling - How many interactions are recorded during each Recurrence period. Also,
whether to consider the recurrence period as one cycle or many timeframes. This field
contains a default value - 10 interactions per agent for each timeframe.
NOTE: In Recurrence, you define the total time period during which recording takes
place. In Sampling, you define how to break up this time period; as one cycle or
many timeframes.
For details and examples, see Defining a Recording Period: Recurrence
on page 156.

Filters for Quality by Interaction Recording Plans

There are several predefined data fields you can use as filter criteria when defining a Quality by
Interaction recording plan (QM). In addition to the predefined fields, you can also select from user
defined business data fields that are mapped via the CLS branch in the System Administrator.
The predefined data fields are:
Dialed In
The contact center’s number that was dialed by the caller (DNIS). A contact center can have more
than one Dialed In number. Use this to filter incoming interactions. Example: 18001234444 and
18001234555.
Phone Number
The caller’s phone number (ANI). This field is available only from specific switches.
VDN
The internal path (direction) by which the interaction is routed after it enters the contact center.
This field is available only from specific switches. Use this to filter incoming interactions.
Segment Switch ID
The switch ID associated with the segments.
Participant Department
The agent’s department as defined on the (CTI) switch.
Trunk Label
Switch information that identifies the trunk through which the call was routed.
Participant CTI Agent Name
The agent name as defined on the (CTI) switch.
Segment Type ID
Internal type ID of the segment. Possible values:
0 = Unknown 8 = Chat
1 = Clip Recording 16 = Web
2 = CTI 32 = Block
3 = TRS 64 = Vox
4 = Email 128 = Screen

Device Type ID
Internal ID of a participant device type. Possible values:
0 = Unknown 3 = Microphone
1 = Handset 4 = Reinjection
2 = Speaker
Creating a Quality by Interaction Recording Plan

For an overview of Quality by Interaction recording plans, see Quality by Interaction Recording
Plans on page 132.
The Rules Manager application can be accessed via the NICE Perform applications suite.
To create a Quality by Interaction recording plan:

1. Open the NICE Perform applications suite.
2. From the Accessories menu, select Rules Manager. The Rules Manager application opens.
3. From the sidebar, click Scheduler. The Scheduler tab appears with a list of Scheduler rules
(if any were already defined). You can now edit an existing rule or define a new Scheduler
rule.
The Scheduler Rules appear.

Figure 5-1 Scheduler Rules
New
4. In the Scheduler rules, click New. The Template window appears.

Figure 5-2 Template Window
5. Select Quality Recording Plan and Interaction, then click OK. The rule details for a QM
Recording Plan by Interaction appears.
Figure 5-3 Rule Details for a QM Recording Plan by Interaction
6. In the General area, complete the information as described below:

a. Enter the Rule Name and a brief Description.
b. Select Rule Lifetime starting and ending dates for the rule.
c. Select the Active Rule checkbox only when you are ready for the rule to run. At this time,
the rule will be validated (permissible filters, etc.).
IMPORTANT
A rule must both be within its Lifetime and Active to run.
7. In the Recurrence area, define a recording period (this is a required field). Click Edit.
For instructions, see Defining a Recording Period: Recurrence on page 156.

8. In the Recording Parameters area, define the type of media to record. Click Edit.
The Recording Parameters window appears.

Figure 5-4 Recording Parameters Window
a. Select the type of media to be recorded: Voice, Screen, or both.
TIP: For Screen recordings, you can specify Screen wrap-up. This causes the screen
recording to continue past the end of the interaction.
This extra time period often shows the agent processing the information received from
the caller during the interaction, after the interaction with the caller was terminated. If the
agent receives another interaction during this time, the screen activity in the wrap-up
time is stopped.
b. Select Complete interactions recording options as follows:

Record all segments following a matched segment - Starts recording as soon as the
filter criteria are met and continues recording all parts of the interaction.
Record segments that match filter - Records only the segment of the interaction that
meets the filter criteria.
EXAMPLE:
The filter criteria are set to record only Agent Tom’s calls. You select Record all segments
following a matched segment. Agent Tom receives a call and transfers the call to Agent Sue.
Both segments of the call are recorded. (Agent Tom’s segment and Agent Sue’s segment.)
The same call is received by Agent Tom and transferred to Agent Sue. This time, you select
Record Segments that match filter. Only Agent Tom’s segment is recorded.
c. Click OK to close the Recording Parameter window.

9. In the Filter area, define a filter to select interactions for recording. Click Edit.
Only those fields for which you have query privileges appear.
For a description of filter options, see Filters for Quality by Interaction Recording Plans
on page 133.

For instructions on how to use the filter, see Filtering Interactions: Selecting Interactions
for Rules on page 112.
NOTE: The filter must include at least one agent or group.
10. In the Sampling area, define how many interactions, for each agent defined in the filter, are
recorded during each recording period. Click Edit.
The Sampling window appears.

Figure 5-5 Sampling Window
a. Select a Sampling Method. For descriptions, see Cycle vs. Timeframe on page 156.
Percentage is a random selection of interactions for the period defined in Recurrence.
b. Define Sampling Details. Indicate the number of interactions to be recorded per
timeframe, cycle, or according to percentage.
c. To record consecutive interactions, select Record consecutively. (This option is not
available for percentage sampling.)
EXAMPLE:
You want to record 5 interactions during each timeframe. It is not important when the first
interaction occurs, however you want to record the 4 interactions that occur immediately
following it. This allows you to determine the agent’s immediate actions after an interaction.
Select Randomly per timeframe, enter Record 5 Interactions, and select Record consecutively.
d. In the Target area, select Agent.

e. Click OK to close the Sampling window.
11. Click Save and then click Close.

Quality by Time Interval Recording Plans

Use a Quality by Time Intervals recording plan to record according to a segment of time instead
of by start/stop CTI call activity.
EXAMPLE:
Record all screen activity between 6:00 a.m. and 8:00 a.m.

• Recording according to a segment of time.
• Entire recorded segment is treated as an interaction.
• Interactions are marked as QM.
To create a Quality by Time Interval recording plan, you will need to complete the following
sections:
(The complete procedure appears in the next section, Creating a Quality by Time Interval
Recording Plan on page 139.)
• Recurrence - How often the number of intervals specified in Sampling are recorded (daily,
weekly, or monthly). This is a required parameter.
• Recording Parameters - Media types to record (voice, screen, or both).
• Filter - Which interactions to select for recording according to agents and/or groups. At least
one agent or group is required. You can only select agents/groups/fields for which you have
query privileges.
• Sampling - The length of each interval and how many intervals are recorded during each
Recurrence period. Also, whether to consider the recurrence period as one cycle or many
timeframes. This field contains a default value - 10 interactions per agent for each timeframe.
NOTE: In Recurrence, you define the total time period during which recording takes
place. In Sampling, you define how to break up this time period; as one cycle or
many timeframes.
For details and examples, see Defining a Recording Period: Recurrence
on page 156.

Creating a Quality by Time Interval Recording Plan

For an overview of Quality by Time Interval recording plans, see Quality by Time Interval
Recording Plans on page 138.
To create a Quality by Time Interval recording plan:

1. Open the Scheduler rules: From the Rules Manager sidebar, click Scheduler.

New

3. Select Quality Recording Plan and Time Interval. Then click OK.
The rule details for a QM Recording Plan by Time Interval appear.

Figure 5-8 Rule Details for a QM Recording Plan by Time Interval
4. In the General area,

NOTE: A rule must both be within its Lifetime and Active to run.

6. In the Recording Parameters area, define the type of media to record. Click Edit.
The Recording Parameters window appears.

Figure 5-9 Recording Parameters Window
a. Select the type of media to be recorded: Voice, Screen, or both.

b. Click OK to close the Recording Parameters window.

Only those fields for which you have query privileges appear.
For instructions on how to use the filter, see Filtering Interactions: Selecting Interactions
for Rules on page 112.
NOTE: Quality by Time Interval recording plans can only be filtered according to agents
or groups. The filter must include at least one agent or group.
8. In the Sampling area, define how many intervals are recorded during each recording period.
Click Edit.

a. Select a Sampling Method. For descriptions, see Cycle vs. Timeframe on page 156.
(Activity Time is the complete Lifetime of the rule as defined in the General area. See
Step 4.)
b. Define Sampling Details. Indicate the length and number of intervals to be recorded per
period.
EXAMPLE:
Recording 10 intervals of 5 minutes each will result in a total of 50 minutes recorded per agent.
The time periods selected to start recording are dispersed throughout the predefined recording
period (timeframe, cycle, or activity time).
c. Click OK to close the Sampling window.


Selective Recording Plans

Use a Selective recording plan to record selective recordings in a non-QM environment.
EXAMPLE:
Record all interactions between 5:00 p.m. and midnight.

• Recording starts and stops according to start/stop CTI call activity.
• Entire interactions are recorded.
• Only voice activity is recorded.
• Interactions are not marked as QM.
To create a Selective recording plan, you will need to complete the following sections: (The
complete procedure appears in the next section, Creating a Selective Recording Plan
on page 144.)
• Recurrence - How often the number of interactions specified in Sampling are recorded
(daily, weekly or monthly). This is a required parameter.
• Filter - Which interactions to select for recording according to the following parameters:
Interaction direction, or selected phone numbers (contact center or customer); Agents and/or
groups. At least one agent or group is required. For a description of filter options, Filters for
Selective/Negative Recording Plans on page 143. You can only select agents/groups/fields
for which you have query privileges.
• Sampling - Whether to record all interactions or just a percentage of the interactions during
each Recurrence period. This field contains a default value - 10 interactions per agent for each
timeframe.
NOTE: Recording Parameters are not defined. Selective Recording records only
voice recordings.
Continue with Creating a Selective Recording Plan on page 144.

Filters for Selective/Negative Recording Plans

There are several predefined data fields you can use as filter criteria when defining a Selective or a
Negative recording plan. In addition to the predefined fields, you can also select from user defined
business data fields that are mapped via the CLS branch in the System Administrator. The
predefined data fields are:
Dialed In
The contact center’s number that was dialed by the caller (DNIS). A contact center can have more
than one Dialed In number. Use this to filter incoming interactions. Example: 18001234444 and
18001234555.
Phone Number
The caller’s phone number (ANI). This field is available only from specific switches.
Participant Department
The agent’s department as defined on the (CTI) switch.
Trunk Label
(CTI) switch information that identifies the trunk through which the call data was channeled.
Participant CTI Agent Name
The agent name as defined on the (CTI) switch.
VDN
The internal path (direction) by which the interaction is routed after it enters the contact center.
This field is available only from specific switches. Use this to filter incoming interactions.
Segment Switch ID
The switch ID associated with the segments.
Segment Type ID
Internal type ID of the segment. Possible values:

0 = Unknown 8 = Chat
1 = Clip Recording 16 = Web
2 = CTI 32 = Block
3 = TRS 64 = Vox
4 = Email 128 = Screen

Device Type ID
Internal ID of a participant device type. Possible values:

0 = Unknown 3 = Microphone
1 = Handset 4 = Reinjection
2 = Speaker
Creating a Selective Recording Plan

For an overview of Selective recording plans, see Selective Recording Plans on page 142.
To create a Selective recording plan:


New


3. Select Selective Recording Plan and click OK. The rule details for a Selective Recording
Plan appear.
Figure 5-13 Rule Details for a Selective Recording Plan
Selective recording plans are Voice only. Recording Parameters cannot be edited.

The recording Filter window appears.

Figure 5-14 Filter Window
Only those field for which you have query privileges appear.
a. Click General, and in the Call Direction area, select the direction of the interactions as
follows:
Inbound - Customer to Agent.
Outbound - Agent to Customer.
Internal - Agent to Agent.
b. Click Agents.
The criteria for selecting agents’ interactions becomes available.

Figure 5-15 Criteria for Selecting Agents’ Interactions
c. To select all agents and groups, click All.

d. To select specific groups or agents, click Specific Groups\Agents.
The agent resource information becomes available.
• Expand the Resource Tree and select a branch. The groups/agents directly under
that branch appear in the Available Items list box.
• Select groups or agents. You can enter the first letters of a user name in the text box
above the list box to quickly jump to the appropriate user name.
• Move the agents/groups to the Selected Items list box and click OK.
e. To build expression filters, click the Expressions tab. The expressions filter criteria
appear in the Filter window.

Figure 5-16 Expressions Filter Criteria
Editing fields
Expressions
field
• Select a Field from the drop-down list. For a description of filter options, see the
table Operators - Values Description on page 148.
• Select an Operator from the drop-down list. The available Operators change
depending on the selected Field.
• Select a Value. See Operators - Values Description on page 148 for a description
of the Operators and Values.
• Click . The new expression appears in the Expressions field.

• Click OK.
TIP:
• To clear the fields currently being defined (not the expressions already defined),
click Clear Expressions.
• To delete an expression, select the expression and click Delete.
• To update an expression, select the expression, modify its fields and click Update.
NOTE: Filters that were defined in the General and Agents tabs will also appear in the
Expressions tab after the filter is saved.
Operators - Values Description

Select an
Then, do the following: Example
Operator:
= In the Value field, enter a value. Complete interactions whose

total hold count are 0
<> In the Value field, enter a value. Interactions whose total hold
count are not 0
> In the Value field, enter a value. Interactions whose total hold
count are greater than 10


Select an
Operator:
< In the Value field, enter a value. Interactions whose total hold
count are less than 10
Values List In the Value field, enter several Interactions whose total hold
values - use commas to separate count are 1 or 2 or 3
each value.
Predefined From the List Items area, select a Note: Items that appear in this
List Items predefined list. list are defined in the Lists
Editor
f. Click OK to close the Filter window.

7. In the Sampling area, define how many interactions are recorded during each recording
period. Click Edit.

• Select a Sampling Method and click OK.
8. Click Save and then click Close .

Negative Recording Plans

Use a Negative recording plan to exclude recordings.
EXAMPLE:
You have a selective recording plan that records all incoming calls. You do not want to include
the extension in the employee lounge. Create a negative recording plan to exclude all calls to
that extension.

• Interactions are identified according to start/stop CTI call activity.
• Entire interactions are excluded.
To create a Negative recording plan, you will need to complete the following sections: (The
complete procedure appears in the next section, Creating a Negative Recording Plan
on page 150.)
• General - Rule name, description, and starting and ending dates for when the rule runs (the
rule’s lifetime).
• Recurrence - Which days and times the rule should run, within the rule’s lifetime. Select a
daily or weekly schedule. This is a required parameter.
• Filter - Which interactions to exclude from recording according to the following parameters:
Interaction direction, or selected phone numbers (contact center or customer); Agents and/or
groups. At least one agent or group is required. For a description of filter options, see Filters
for Selective/Negative Recording Plans on page 143.
NOTE: Sampling and Recording Parameters are not relevant for Negative
recording plans.
Continue with Creating a Negative Recording Plan on page 150.
Creating a Negative Recording Plan

For an overview of Negative recording plans, see Negative Recording Plans on page 150.
To create a negative recording plan:


New

3. Select Negative Recording Plan and click OK. The rule details for a Negative Recording
Plan appear.
Figure 5-20 Rule Details for a Negative Recording Plan


For instructions, see Defining a Recording Period: Recurrence on page 156. Negative
recording plans can only be scheduled for daily or weekly recurrence. They cannot be
scheduled for monthly recurrence.
6. In the Filter area, define a filter for selecting interactions not to be recorded. Click Edit.
The recording Filter window appears.

Figure 5-21 Recording Filter Window
Only those field for which you have query privileges appear.
a. Click General, and in the Call Direction area, select the direction of the interactions as
follows:
Inbound - Customer to Agent.

Outbound - Agent to Customer.

Internal - Agent to Agent.
b. Click Agents.
The criteria for selecting agents’ interactions becomes available.
Figure 5-22 Criteria for Selecting Agents’ Interactions
c. To select all agents and groups, click All.

d. To select specific groups or agents, click Specific Groups\Agents.
The agent resource information becomes available.
• Expand the Resource Tree and select a branch. The groups/agents directly under
that branch appear in the Available Items list box.
• Select groups or agents. You can enter the first letters of a user name in the text box
above the list box to quickly jump to the appropriate user name.
• Move the agents/groups to the Selected Items list box and click OK.
e. To build expression filters, click the Expressions tab. The expressions filter criteria
appear in the Filter window.

Figure 5-23 Expressions Filter Criteria
Editing fields
Expressions
field
• Select a Field from the drop-down list. For a description of filter options, see
Filters for Selective/Negative Recording Plans on page 143.
• Select an Operator from the drop-down list. The available Operators change
depending on the selected Field.
• Select a Value. See Operators - Values Description on page 154 for a description
of the Operators and Values.
• Click . The new expression appears in the Expressions field.

• Click OK.
TIP:
• To clear the fields currently being defined (not the expressions already defined) click
Clear Expressions.
• To delete an expression, select the expression and click Delete.
• To update an expression, select the expression, modify its fields and click Update.
NOTE: Filters that were defined in the General and Agents tabs will also appear in the
Expressions tab after the filter is saved.

Select an
Operator:
= In the Value field, enter a value. Complete interactions

whose total hold count are
0
<> In the Value field, enter a value. Interactions whose total

hold count are not 0


Select an
Operator:
> In the Value field, enter a value. Interactions whose total

hold count are greater than
10
< In the Value field, enter a value. Interactions whose total

hold count are less than 10
Values List In the Value field, enter several values Interactions whose total
- use commas to separate each value. hold count are 1 or 2 or 3
Predefined From the List Items area, select a Note: Items that appear in
List Items predefined list. this list are defined in the
Lists Editor
f. Click OK to close the Filter window.


Defining a Recording Period: Recurrence

Each schedule can be defined to record all, a percentage of, or a fixed number of, interactions. This
is called Sampling. The time period during which Sampling is done is called Recurrence.
Recurrence can be set on a daily, weekly, or monthly cycle. Within each cycle you can define
smaller segments of time called timeframes. The amount of interactions recorded as defined by
Sampling can occur per cycle or per timeframe.
Cycle vs. Timeframe
When you define the time period during which a schedule runs, the entire time defined for the
schedule is known as a cycle. Each time recording begins is a new timeframe. The sample
Schedule shown has one cycle, and 10 timeframes (From 6:00 a.m. to 9:00 a.m. 5 times a week
and from 5:00 p.m. to 10:00 p.m. 5 times a week - Recording is started 10 times per week.) In the
Sampling area of your Schedule definition you specify whether the number of interactions are
selected per timeframe or per cycle.
EXAMPLE:
The Schedule Recurrence shown shows a weekly recurrence schedule. It has ten timeframes: From
6:00 a.m. until 9:00 a.m. and from 5:00 p.m. until 10 p.m., from Monday through Friday. The
entire schedule is one cycle.
If Sampling is for 10 interactions per cycle, then 10 interactions will be recorded per week.
If Sampling is for 10 interactions per timeframe, then 100 interactions will be recorded per week.
(10 interactions for each timeframe.)
Figure 5-24 Scheduler Recurrence Example
Cycle
Timeframes

EXAMPLE:
You want to record ten interactions. You want five Interactions recorded between 8:00 a.m. and
12:00 p.m. and then five more between 12:00 p.m. and 5:00 p.m.
Solution: Create two identical schedules with Sampling by Time intervals. Make one Schedule for
8:00 a.m. to 12:00 p.m. and the second for 12:00 p.m. to 5:00 p.m.
(Creating one schedule for 8:00 a.m. to 5:00 p.m. will not guarantee the required distribution.)
To define Schedule Recurrence:

1. In the Recurrence area, click Edit.
The Scheduler Recurrence window appears.

Figure 5-25 Scheduler Recurrence Window
2. Select Daily, Weekly, or Monthly. The Schedule Timeframes area changes accordingly.
3. In the Schedule Timeframes area select timeframes using the following guidelines.
• Adjacent time segments connect to become one timeframe. To have adjacent timeframes
behave separately (i.e., repeat Sampling within each separate timeframe), you must
create separate Schedule Rules for each timeframe.
EXAMPLE:
You select 8:00 a.m. to 10:00 a.m., and then select 10:00 a.m. to 5:00 p.m. These two blocks of
time are automatically connected and become 8:00 a.m. to 5:00 p.m.
If you are selecting recordings per cycles, this is fine.
If you are selecting recordings per timeframe, and want these as two separate timeframes, you
must create two separate schedules.
• To select a block of time, click and drag the mouse.


Figure 5-26 Block of Time Selected
• To create more than one timeframe, click and drag the mouse over one area, then release
the mouse and click and drag the mouse over another area. Each block of time must
encompass the same range for all selected days.
Figure 5-27 Multiple Timeframes Selected
This is ten timeframes; one time cycle.

• To select the entire grid, click the topmost left box (this box changes to red).
Figure 5-28 Entire Grid Selected
• To clear the entire grid, click the topmost left box.

• To select/deselect one column or row, click the column or row heading.
Figure 5-29 One Column/Row Selected/Deselected
4. Click .

Locating Interactions According to Recording Schedules
Locating Interactions According to Recording Schedules

Using the NICE Perform applications you can search for interactions according the recording
schedule(s) that initiated their recording.
To locate interactions:
1. Open the relevant NICE Perform application and create an Advanced Query.
2. In the Advanced Query window, click Free Expressions.
3. In the Field list, scroll down and expand tblRecordingxx. Then scroll down and select
Recording Program ID.
4. In the Value field, enter the name of the recording schedule.
Figure 5-30 Advanced Query
TIP: To display the recording programs, click and select the

appropriate columns.

Scheduling How To’s
Scheduling How To’s
To record extra screen time after an interaction ends

• In the Recording Parameters area, select Screen and enter a value for Screen wrap-up.
To record an equal number of interactions for each agent

• In the Sampling area, select Agent as the target.
To record the same number of interactions each hour

1. Create separate recording schedules for each hour.
-or-
Create two recording schedules with alternating hours. i.e, one schedule recording from
8:00 a.m. to 9:00 a.m., and then from 11:00 a.m. to 12 noon, etc. The second recording
schedule recording from 10:00 a.m. to 11:00 a.m., and then from 12 noon to 1:00 p.m., etc.
This creates a new timeframe at the beginning of each hour.
2. In the Sampling criteria, select Randomly per timeframe.

A
Configuring Additional NICE ScreenAgent
Components
Contents
Windows Vista: Configuring the Create Global Objects Privilege ...........................162

Configuring the Citrix Server using Published Application Mode...........................165
Appendix A: Configuring Additional NICE ScreenAgent Components 161

Windows Vista: Configuring the Create Global Objects Privilege
Windows Vista: Configuring the Create Global Objects

Privilege
In the Windows Vista environment, when NICE ScreenAgent is configured to use the Hooking
capture method, all users running NICE ScreenAgent must be allocated the privilege to Create
Global Objects in the Windows Group Policy.
In a domain environment, this privilege must be defined on the domain controller. If no domain
exists, this privilege is defined on each workstation. For users with administrator privileges, this
privilege is set by default. For users with user privileges, this privilege must be set manually.
To add the Create Global Objects privilege to the Windows Group Policy:
1. From the Start menu, select Run.
2. In the Run window, enter gpedit.msc. Click OK.
The Group Policy window appears.
3. Select Computer Configuration > Windows Settings > Security Settings > Local
Policies > User Rights Assignment.
Figure A-1 User Rights Assignment Group Policy
4. Double-click Create global object.

The Create Global Objects Properties window appears.

Figure A-2 Create Global Objects Properties Window (1)
5. Click Add User or Group.

The Select Users or Groups window appears.
Figure A-3 Select Users or Groups Window
6. Define values as described below:

• Object Type: Click Object Types and select Users or Built-In Security Principals.
• Location: Click Locations and select your domain.
• Object name: Click Check Names and select the users or group of users who will be
running NICE ScreenAgent.
7. Click OK.
The selected group of users is now included in the Local Security Setting list in the Create
Global Objects Properties window.

Figure A-4 Create Global Objects Properties Window (2)
8. Click OK.
The selected group of users is now allocated the privilege to Create Global Objects in the
Windows Group Policy.
Figure A-5 Group Policy Window
9. Close the Group Policy application.

Configuring the Citrix Server using Published Application Mode
Configuring the Citrix Server using Published Application

Mode
IMPORTANT
Before performing the procedures described here, you must install NICE ScreenAgent. See
NICE ScreenAgent Basic (Interactive) Installation on page 77 or NICE ScreenAgent Silent
Installation on page 94.
When running NICE ScreenAgent on a Citrix Server using Published Application mode, you must
configure your server as described in this section.
Supported Citrix Servers:
• Citrix Presentation Server 4.0, 4.5
Overview
Published Application mode is a Citrix Server feature that enables the site administrator to publish
a specific application to a group of users. In this environment, when a remote user connects to the
Citrix Server, a session is created and the published application runs inside the session.
Preparing your Citrix Published Application environment to run NICE ScreenAgent involves:
1. Adding the NICE ScreenAgent Process to the Group Policy Login Script. See page 166.
To enable screen recording in the Published Application environment, the NICE ScreenAgent
process must be running in the session it is required to record. To run NICE ScreenAgent in all
sessions, the NICE ScreenAgent process must be launched every time a new session is
generated. You do this by adding the NICE ScreenAgent process to the group policy user’s
login script.
2. Verifying the Citrix Configuration. See page 168.
This procedure verifies that NICE ScreenAgent will run properly on your Citrix Server using
Published Application mode.

Adding the NICE ScreenAgent Process to the Group Policy Login Script
This section describes how to add the NICE ScreenAgent process to the Citrix Server’s group
policy login script. Adding the NICE ScreenAgent process to the group policy login script
configures the Citrix Server to launch the NICE ScreenAgent process every time a Published
Application session is created. This will enable you to perform screen recording during all
generated sessions.
This procedure needs to be performed on the Citrix Server or on the Site Domain Controller.
NOTE: Before you perform this procedure, ensure that NICE ScreenAgent has
already been installed.
See NICE ScreenAgent Basic (Interactive) Installation on page 77 or NICE
ScreenAgent Silent Installation on page 94.
To add the NICE ScreenAgent process to the group policy login script:
2. In the Run window, enter gpedit.msc. Click OK.
The Group Policy window appears.
3. Select User Configuration > Windows Settings > Scripts (Logon/Logoff).
Figure A-6 Scripts (Logon/Logoff)

4. Double-click Logon.
The Logon Properties window appears.
Figure A-7 Logon Properties Window
5. Click Add.
The Add a Script window appears.
Figure A-8 Add a Script Window
6. In the Script Name field, enter the path to the NICE ScreenAgent process.
7. In the Script Parameters field, enter -wait.
8. Click OK. To close the Logon Properties window, click OK.
9. Close the Group Policy application.

Verifying the Citrix Configuration

This section describes how to verify that all configuration changes have been accepted and that
NICE ScreenAgent will now run properly.
To verify the Citrix configuration:

1. Open a session to the Citrix Server by running a Published Application.
2. Verify that the ScreenAgent.exe process is running inside the session.
3. Close the Published Application. The session will shut down properly.

B
Verifying NiceScreen System
After you complete installing the NiceScreen Loggers and NICE ScreenAgents at your site, you
must test each NiceScreen Logger using the procedures in this chapter. If you have more than one
NiceScreen Logger installed at your site, you must perform an additional 24 hour test.
Contents
Test Requirements........................................................................................................170
Setting up a Test Site ...............................................................................................170
Verifying the NiceScreen Installation..........................................................................171
Verifying the NiceScreen Logger..............................................................................171
Verifying the NICE ScreenAgent Installations ..........................................................172
Verifying the NICE Interactions Center Connection .................................................172
Running a Self-Test on the NiceScreen Logger .......................................................171
Verifying NiceScreen Recording and Playback .........................................................173
Screen Recording and Playback in NICE Monitor ...................................................173
Screen Monitoring in Monitor ...................................................................................177
24 Hour Test for Sites with Multiple NiceScreen Loggers ........................................180
Testing Screen and Voice Recordings .....................................................................180
Appendix B: Verifying NiceScreen System 169

Test Requirements
Test Requirements
To perform the tests in this chapter, you must be configured as a user in the system with full access
to NICE Interactions Center and administrative privileges for the following NICE Web
applications:
• System Administrator
• Users Administrator
• Rules Manager
• Business Analyzer
• Monitor
Setting up a Test Site

Before you begin, the following components must be configured in System Administrator:
• Interactions Center
• The NiceScreen Logger that you want to test
• A NiceLog Voice Logger
• Two Users defined as Agents with NICE ScreenAgent installed on their workstations
• Rules Manager
• The Output Manager

Verifying the NiceScreen Installation

In this section you will verify that each NiceScreen Logger is properly installed on its server.
Verifying the NiceScreen Logger

Follow the procedure below to verify that the NiceScreen Logger is running at the site.
Table B-1: NiceScreen Logger Installation Verification
Do this... To verify that...
• On the computer on which NiceScreen

• The NiceScreen Logger icon
Logger is installed, check the icon tray.
appears.
• On the computer on which NiceScreen • The mmloggersvc.exe is an active
Logger is installed, open the Windows process running on the computer.
Task Manager.
Note: The first time you run
NiceScreen Logger, you need to wait
a few moments until the process
starts.
• On the computer on which NiceScreen • The NiceScreen Logger service is
Logger is installed, open the Services listed, its Status is Started and its
window. Startup Type is Automatic.
From the Start menu, select Settings,
Control Panel, Administrative
Tools, Services.
Running a Self-Test on the NiceScreen Logger

In NICE System Administrator, run a self-test on the NiceScreen Logger.
Table B-2: NiceScreen Logger Self-Test in System Administrator
• In NICE Perform applications suite, • The General tab displays read-only

open System Administrator and select Logger details in the Capacity area.
the NiceScreen Logger you want to
test.

Verifying the NICE ScreenAgent Installations

This section enables you to verify that the NICE ScreenAgents at your site have been installed
correctly.
Table B-3: NICE ScreenAgent Installation Verification
• Start up all workstations running NICE • ScreenAgent is running properly.

ScreenAgent. For each ScreenAgent
that is running, SAMS will display a
log message that ScreenAgent is
starting, including the ScreenAgent IP
address, machine name and username.
Verifying the NICE Interactions Center Connection
Table B-4: NICE Interactions Center Connection
• In the NICE Interactions Center, open • The NiceScreen Logger ID is

the RCM process (Resource Manager displayed with the text Update time
console), or the RCM.log file. difference.

Verifying NiceScreen Recording and Playback

In this section, you will test the NiceScreen components within the NiceLog System.
Verifying Basic Screen Recording
Table B-5: NiceScreen Logger Recording Verification
1. In the NICE Perform applications • NiceScreen Logger is recording

suite, open Rules Manager. properly.
2. Create a recording schedule with
screen as the Recording Media.
Screen Recording and Playback in NICE Monitor

Recording and Playing Back the Current Call’s Screens
Table B-6: Recording the Current Call’s Screens
1. Start a call on an agent workstation. • The Record Request column

2. In the NICE Perform applications indicates that you have chosen to
suite, open Monitor. record the current interaction.
3. Click the Settings button . In the • The Record column displays the
Screen icon , indicating the screen
Settings window, select Screen as
your Recording Media. Click Save is being recorded.
.
4. In the Folders pane, select the group
that includes the agent whose activity
you want to record.
5. In the Details pane, select the agent
whose media you want to record.
Ensure that he or she is on the phone
(indicated by this icon ).
6. From the Recording button

drop-down arrow, click Record
Current Interaction .

Table B-6: Recording the Current Call’s Screens (Continued)
7. On the computer on which • Information details indicate that

NiceScreen Logger is installed, click recording is being performed.
the NiceScreen Logger icon in
the tray.
8. To stop recording, click Stop . • The Record Current Interaction icon

disappears indicating that the screen is
no longer being recorded.
9. In the NICE Perform applications • The Results pane displays the Screen
suite, open Business Analyzer.
icon in the Type column, and other
10. Define an Advanced Query in which recording details are displayed.
the Date/Time, Timeframe includes
the time you recorded the screen
(above procedure). Then select Call
Profile > Media > Screen Only.
11. Click Run Query.
12. In the Results pane, double-click the • NICE Player opens and plays the
recorded screen’s details. recorded screen.

Recording and Playing Back the Next Call’s Screens
Table B-7: Recording the Next Call’s Screens
1. Start a call on an agent workstation. • The Recording Next Interaction icon

2. In the NICE Perform applications
appears indicating that the screen for
suite, open Monitor. the next call will be recorded.
3. Click the Settings button . In the

your Recording Media. Click Save
.
you want to record.
whose media you want to record.
drop-down arrow, click Record Next
Interaction.
The Record Request column
indicates that you have chosen Record
Next Interaction.
7. On the Agent workstation, stop the
call and start a new call.
8. After two minutes stop this call.
10. Define an Advanced Query in which recording details are displayed for the
the Date/Time, Timeframe includes recorded screen.
the time you recorded the screen
(steps 1-8 above). Then select Call
12. In the Results pane, double-click the • NICE Player opens and plays the

Recording and Playing Back All Calls’ Screens
Table B-8: Recording and Playing Back All Calls’ Screens
1. Start a call on an agent workstation. • The Screen icon is displayed in

2. In the NICE Perform applications the Record column each time a call is
suite, open Monitor. initiated, indicating that the screens are
being recorded with their
3. Click the Settings button . In the corresponding calls.
• The Recording All Interactions icon is
displayed.
.
you want to record.
whose screens you want to record.
drop-down arrow, click Record All
Interactions.
7. Stop the call on the agent workstation.
Then, start a new call on the agent
workstation.
8. Repeat step 7 twice.
10. Define an Advanced Query in which recording details are displayed for all
the Date/Time, Timeframe includes the recorded screens.
the time you recorded screen activity
(steps 1-8 above). Then select Call
12. In the Results pane, double-click a • NICE Player opens and plays the

Screen Monitoring in Monitor

Verifying Monitoring Screens
Table B-9: Verifying Monitoring Screens
1. Start a call on an agent workstation.

• The Screen icon appears in the
2. In the NICE Perform applications Monitor column.
suite, open Monitor.
• NICE Player opens and plays the
3. Click the Settings button . In the agent’s screen.
.
you want to monitor. The agent names
in the selected group are displayed in
the Details pane.
5. Select an agent who is logged in and
on the phone. (indicated by this icon
).
6. Click Monitor .

Verifying Monitoring Screens and Voice
Table B-10: Monitoring Screens and Voice

• The Voice + Screen icon appears
2. In the NICE Perform applications in the Monitor column.
suite, open Monitor.
3. Click the Settings button . In the agent’s screen.
Settings window, select • The call is heard through your
Voice+Screen as your Recording workstation speakers.
Media. Click Save .
that includes the agent whose screen
and voice you want to monitor.
5. In the Details pane, select the agent.
Ensure that the agent is on the phone
6. Click Monitor .

Verifying Monitoring While Recording
Table B-11: Verifying Monitoring While Recording
1. Start a call on an agent workstation. • The Screen icon is displayed in

2. In the NICE Perform applications the Record column, indicating that
suite, open Monitor. screen is currently being recorded at
the site.
3. Click the Settings button . In the
• The Record Request column
indicates that you have chosen to
Record Current Interaction.
.
you want to record.
5. In the Details pane, select the agent.
Ensure that the agent is on the phone

drop-down arrow, click Record
Current Interaction .
7. Click Monitor . • The Screen icon appears in the

Monitor column.
monitored screen.

24 Hour Test for Sites with Multiple NiceScreen Loggers
24 Hour Test for Sites with Multiple NiceScreen Loggers

This section provides a 24-hour test to verify that all the NiceScreen Loggers installed at the site
are operating properly.
Testing Screen and Voice Recordings
Table B-12: 24 hour test for screen and voice recordings
1. In the NICE Perform applications • Interactions are being recorded.

suite, open Rules Manager,
Scheduler.
2. Create a recording program to
periodically record an agent’s voice
and screens for 24 hours.
3. After the 24-hour time period is • Voice and Screens were recorded for
complete, open Business Analyzer all calls.
and create a query to locate and
playback the recorded interactions.

C
NiceScreen Troubleshooting Flow
Installation of NiceScreen components is performed using an installation wizard designed with

easy-to-follow steps. This section lists some of the most common problems you may encounter
and simple solutions. If you continue to need help, contact your local supplier or the nearest NICE
System Customer Service Center. Contact information is located in the inside cover of this
manual.
NOTE: Any references made in this chapter to values which must be changed, refers
directly to the Agent workstation registry unless stated otherwise. Page numbers are
the location of the description of each parameter. For full instructions on how to update
the Agent registry file, see Customizing NICE ScreenAgent Parameters in the
Registry on page 98.
Contents
Overview........................................................................................................................183
Isolating the Problem ...................................................................................................184
Gathering Information ..............................................................................................184
Checking the NiceScreen Logger Service Status ....................................................184
Checking the ScreenAgent Interactions Center Registration...................................185
Checking the Configuration......................................................................................186
Checking SAMS for Errors .......................................................................................187
Isolating the Problem Further...................................................................................188
Checking the NiceScreen Logs................................................................................188
Checking the ScreenAgent Logs..............................................................................189
Checking the RCM Logs ..........................................................................................189
Checking the Call Server Logs.................................................................................189
Checking the Call Status in the Database ................................................................189
Checking the Rule....................................................................................................189
Checking the Naming Resolution.............................................................................190
Checking Connectivity..............................................................................................191
Verifying the ScreenAgent Configuration .................................................................192
Testing the ScreenAgent ..........................................................................................192
Appendix C: NiceScreen Troubleshooting Flow 181

Other Troubleshooting Issues ..................................................................................193
Other Useful Tools....................................................................................................194
NICE ScreenAgent Installation/Operational Problems..............................................195
NICE ScreenAgent Optimization and Performance Issues.......................................197
NiceScreen Logger Configuration Parameters..........................................................199

Overview
Overview
If you experience a problem with Screen recording follow the steps below to isolate the problem:
Figure C-1 Workflow Diagram

Isolating the Problem

Gathering Information
Important issues to consider are:
• 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?
• Were the Servers restarted? If yes, did this resolve the problem?
Checking the NiceScreen Logger Service Status

When to check the NiceScreen Logger service status:
• If all screens are not being recorded, check whether the NiceScreen Logger service is active.
• If some agents screens are being recorded, you can skip this check.
To check the NiceScreen Logger service status:
1. On the computer where the NiceScreen Logger is installed, check that the NiceScreen Logger
service is running. If the service is not running select Start > Settings > Control Panel >
Administrative Tools > Services, and start the service.
2. Point your cursor to the icon in the tray, a tooltip displays information about NiceScreen
Logger. When you click on the icon, status details are displayed. For further details on the
information, see Table 2-1 on page 37.
Figure C-2 Logger Status Details

3. On the computer where the NiceScreen Logger is installed check that mmloggersvc.exe is
an active process running on the computer. If not, the installation may have failed.
Checking the ScreenAgent Interactions Center Registration

When to check the ScreenAgent Interactions Center registration:
• If all or some screens are not being recorded.
To check the ScreenAgent Interactions Center registration:

1. On the Interactions Center, run Tester.exe from the D:\program files\Nice systems\Nice
CLS\BIN folder.
Figure C-3 Tester Application
2. Click Connect . The Connect to CLS window appears.

3. Click OK. A SUCCESS message appears.
4. Select Maintenance > Universal Agent Table.
Figure C-4 Universal Agent Table
5. Click Refresh. The ScreenAgents that were registered to the Interactions Center appear in the
list. If a ScreenAgent is not registered, it will not appear in this list and will not be recorded.

6. Perform the following checks based on the outcome:

• If there are no agents logged in, there may be a network problem. Check the network
connectivity and the ports. See Checking Connectivity on page 191.
• If the agents that are not being recorded do not appear in the list:
• Check the agent workstation where ScreenAgent is installed and screenagent.exe is
running.
• Check that the particular workstation is configured correctly. See Checking the
Configuration on page 186.
• Check the particular workstation for a port blockage See Checking Connectivity
on page 191.
7. Check the SAMS logs. See Checking SAMS for Errors on page 187.
8. Search the ScreenAgent logs in order to identify problems with regards to registration to the
Interactions Center. See Checking the ScreenAgent Logs on page 189.
Checking the Configuration

Verify that:
• The NiceScreen Logger, ScreenAgents, Channel Pools and Sources Pool are correctly defined
in the System Administrator.
• The Agent is configured correctly in User Administrator.
To check the configuration:

1. In System Administrator, verify that you are working in Technician mode: In the
Organization tree, click Organization. Then select Technician Mode and click Save.
2. Expand the Master Site > Logger Servers > NiceScreen Logger and check the details for
the required NiceScreen Logger. Verify that these details correspond with any criteria in the
Rules Manager > Scheduler > Filter.
Definition. Verify that the ScreenAgents are correctly defined.
Mapping. Check the following tabs:
a. Channels Pool
b. Sources Pool
c. Attach/Detach
5. Check that the Agent is correctly configured in User Administrator, including the Operating
System login name.

Checking SAMS for Errors

SAMS monitors ScreenAgents; debug information and logs that are sent from ScreenAgents are
received by the SAMS. Every time a ScreenAgent activates, stops, or fails to function properly,
status information is displayed in a console window called SAMS Report. The status is displayed
according to severity. From least to most severe, severity is as follows: Debug, Info, Warn, Fatal,
Bug, and Event. By default, the SAMS threshold is set to Fatal. This means that status with a
severity of Fatal, Bug, or Event will be displayed in the SAMS Report console.
To check SAMS:
1. Check that the SAMS service is running. If the service is not running select Start > Settings
> Control Panel > Administrative Tools > Services, and start the service.
2. Ensure that SAMS has been installed properly (see Installing SAMS on page 44).
3. Once the SAMS service is running, the SAMS Server icon is displayed in the computer's
system tray .
4. To start the SAMS Report, right-click the SAMS Server icon and select Start.
5. Messages are sent to the SAMS Report console window.
Figure C-5 SAMS Report
All messages sent to the SAMS Report console window display the following parameters:
• Date and time message was sent
• Severity level - From least to most severe: Debug, Info, Warn, Fatal, Bug, Event
• Name of the component that sent the message (for example, SA - for ScreenAgent)
• IP address and port number or host name of the machine from which the message was sent
• Report type:
• Install - message report success/failure
• Uninstall - message report success/failure

• Startup - information report

• Shutdown - information report
• Online - message sent while ScreenAgent is running
• Message content
6. Check the SAMSReport.log file to review the status information that is no longer displayed
in the SAMS Report console. The file is in the SAMS installation folder:
C:\Program Files\Nice Systems\SAMS Server\SAMSServerLog.
Isolating the Problem Further

Try to isolate the problem and identify the faulty component.
To isolate the problem further:

• Try and isolate the problem by checking the logs to see:
• If the StartRecord command was called by the RCM. See Checking the RCM Logs
on page 189.
• If the ScreenAgent received the StartRecord command. See Checking the ScreenAgent
Logs on page 189.
The following is a sample StartRecord in the ScreenAgent log:
INFO : 02/01/08 10:56:31:015 IncCommandsHandler:
StartRecording received from IC IpAddr(screen-env3:2010).
capture handle(10000001),
DestinationAddr(screen-env3:30100),
DestinationResourceId(93); Context = (676)
• If NiceScreen received the StartRecord command. See Checking the ScreenAgent Logs
on page 189.
Checking the NiceScreen Logs

Settings for your NiceScreen Logger are stored in the MMLogger.cfg configuration file located in
the NiceScreen Logger installation directory. LogFile_Path indicates the location of the
NiceScreen log files.
The logs are located in the installation folder, by default in:
C:\Programs\Nice Systems\Multimedia Logger.
To check the NiceScreen Logs:

• Review the NiceScreen Logger logs (logfileXX.log).

Checking the ScreenAgent Logs

In NICE Perform Release 3 Service Pack 3 the logs are located in C:\Program Files\Nice Agent.
In NICE Perform Release 3 Service Pack 4 and above, the logs are located in different folders
depending on the Operating System. For Windows 2000, Windows XP, Windows 2003 Server the
logs are in C:\Documents and Settings\All Users\Application Data\Nice\Screen Agent. For
Windows Vista the logs are in C:\ProgramData\Nice\Screen Agent.
To check the ScreenAgent Logs:

• Review the ScreenAgent logs (LogfileXX.dat).
Checking the RCM Logs

The log files are located in the D:\Program files\NICE Systems\NICE CLS\Bin\Log.
To check the RCM Logs:

• On the NICE Interactions Center, open the RCM process (Resource Manager console), or
review the RCM.log.xxx.txt files.
Checking the Call Server Logs

The log files are located in the D:\Program files\NICE Systems\NICE CLS\Bin\Log.
To check the Call Server Logs:

• Review the Call Server log files (Call Server.log.xxx.txt files).
Checking the Call Status in the Database

Check the status of the calls that failed to record the screen in the database.
To check the call status in the database:

• Check tblExceptionXX in the nice_interaction table (query on iInteractionID). For more
details, see the Interaction Data Reference Guide.
Checking the Rule

In the Rules Manager verify that there is a valid rule for recording screens. See the Rules Manager
Guide for more information and the Interaction Data Reference Guide for details on the fields in
the Filter Expressions.

To check the rule:

1. In the Audit Trail, check if the rule has been changed recently. See the Audit Trail Guide for
more information.
2. In the NICE Perform applications suite, open Rules Manager > Scheduler.
3. Select the relevant rule, and click Edit Rule.
4. Click next to Filter.

Figure C-6 Rule Filter
5. Verify that Screen is selected, check all the Rule Filter tabs and verify that the filter does not
exclude the required screen interactions.
Checking the Naming Resolution

Naming resolution is the ability to resolve between the computer name and IP. NICE Perform uses
the computer name.
To check the naming resolution:

• Ensure that the DNS is configured on the workstation and the Interaction Server.

Checking Connectivity
Perform connectivity checks.
To check connectivity:
1. Check that port 30100 is open for incoming communication on the NiceScreen Logger server.
2. Check that port 2010 is open for incoming communication on the NICE Interactions Center
server.
3. Check that port 2001 is open for incoming communication on the NICE SAMS server.
4. Verify the NAT/PAT connectivity and configuration:
a. The services must be accessed by fully qualified machine names; a DNS service should be
available to allow names resolution.
b. For a NAT/PAT environment, verify that useMachineName is set to True in the
configuration file for each service.
IMPORTANT Any change of configuration files should be performed ONLY in consultation with
NICE Support!
5. The ScreenAgent process uses arbitrary ports to communicate with the ScreenLogger,
Interactions Center and SAMS Server. Verify that outgoing communication is not blocked
from the ScreenAgent workstations.
6. Check that the following ports are open.
Port List

Port List (cont.)
Verifying the ScreenAgent Configuration

The ScreenAgent must be configured for the correct Interaction Server. This is set during the
installation and can be verified in the ScreenAgent registry.
To verify the ScreenAgent configuration:

1. In the workstation registry, open the registry key:
HKEY_LOCAL_MACHINE\SOFTWARE\Nice Systems\Nice Screen\ClsList
2. Check the ClsAddr1 … ClsAddr5 parameters. These are the network addresses of the
associated NICE Interactions Centers.
Testing the ScreenAgent

Start a call and verify monitoring the screens.
To test the ScreenAgent:


2. In the NICE Perform applications suite, open Monitor.
3. Click the Settings button. In the Settings window, select Screen as your Recording
Media. Click Save .

4. In the Folders pane, select the group that includes the agent whose activity you want to
monitor. The agent names in the selected group are displayed in the Details pane.
5. Select an agent who is logged in and on the phone. (Indicated by this icon ).
6. Click Monitor . The Screen icon should appear in the Monitor column.
7. NICE Player opens and plays the agent's screen. If there is a recording problem, the relevant
error will appear. Use this reason to resolve the recording failure.
Other Troubleshooting Issues

• If you edit the configuration files, ensure that you use a plain text editor such as Notepad
without any options.
IMPORTANT
• DO NOT use text wrap as this will corrupt your configuration file.
• Any change of configuration files should be done ONLY in consultation with NICE Support!!!!
• In the event of a change in configuration, restart the relevant service.

• Restart the Interaction Server during non-production hours.
• Open Interaction Server service manager and click Stop NICE CLS.
• Shut down Windows normally.
• Reinstall the ScreenAgent software. This should only be done in consultation with NICE
Support.
• All the files on the F: partition are managed by the NiceScreen Logger and are required. Do
not delete these files.
• If you are using Terminal Server on Citrix check the connectivity.
• If you are doing your mapping in System Administrator (and not manually using a file):
• In CLS Definitions > CLS Servers, select a CLS Server.
• Click the Configuration tab and click RCM.
• Validate that the Read Mapping from File parameter value is set to No.
• Solutions for various additional troubleshooting and performance issues are detailed in:
• NICE ScreenAgent Installation/Operational Problems on page 195

• NICE ScreenAgent Optimization and Performance Issues on page 197

• NiceScreen Logger Configuration Parameters on page 199
Other Useful Tools

• Run MML_ManagementTester.exe to view a list of the NiceScreen Loggers on the network.
Figure C-7 MMI Management Tester
• The Expansion Tool is an internal utility which enables you to expand the number of input
channels and/or the amount of storage capacity of the NiceScreen Logger. The Expansion
Tool performs the necessary modification and adjustment to the NiceScreen Logger data
system and configuration file while preserving the existing metadata. For further details, see
the NiceScreen Expansion Tool Guide.
IMPORTANT
This tool should only be used in consultation with NICE Support!!!!
• Run LogCollector.exe on the workstation to gather the Player log, Playlist, Screen Log and
any other selected files. The files will be collected in the C:\Program Files\NICE
Systems\NICE Player\temp folder. After a full day of collecting the logs, zip the directory
and send the zip file to NICE Technical Support.

NICE ScreenAgent Installation/Operational Problems
If... Do the following...
You want to verify if a remote You need to check that no secondary capture driver was
control application is installed on installed by the remote-control application. To do so follow
the workstation the following steps:
1. Enter the Registry (use RegEdit)
2. Examine the value of the “\Device\Video0” key
located in the following hive path:
HKEY_LOCAL_MACHINE\\HARDWARE\\DEVICE
MAP\\VIDEO.
The video driver name is identified by the string that is

located before the \Device0 string. For example: If
the string is:
“\Registry\Machine\…\Services\atirage3\Device0”,
the video driver name is: atirage3.
3. Locate the video driver name (found in the above

step) in the following hive path:
HKEY_LOCAL_MACHINE\SYSTEM\CurrentCont
rolSet\Services.
4. Enter the Device0 folder located under this folder.
5. Open the InstalledDisplayDrivers key.
The InstalledDisplayDrivers key contains a list of

the device drivers that are loaded for the Display
adapter. In a normal case the list should contain one
driver which is the driver used by the Display adapter
itself. If more than one driver is listed then there is a
good chance that a remote-control application added
the second driver.

ScreenAgent installation fails and Manually remove all ScreenAgent related files as follows:
regular uninstallation procedures 1. Make sure ScreenAgent is down (use
fail ScreenAgentTester)
2. Delete the ScreenAgent folder from the workstation’s
hard disk.
3. Open the Workstation registry and delete the
following keys:
• Before deleting this key, write down the string value of
AppGUID.
HKEY_LOCAL_MACHINE\Software\NICE
Systems\NICE Screen.
• Under the following key

HKEY_LOCAL_MACHINE\Software\Microsoft\Wi
ndows\CurrentVersion\Run - Delete the following
String keys: AGNTREC and AGENTREC (if exist).
• Open the following hive:
HKEY_LOCAL_MACHINE\Software\Microsoft\Wi
ndows\CurrentVersion\Uninstall. There are
several keys with a long string name (for example:
{23e76x3…-…-…-…-…}).
Search for the key that matches the string from the
AppGUID key. When located, delete the key.
4. Reboot the workstation and install the ScreenAgent.
ScreenAgent fails to load Change the order in which the ScreenAgent loads.
To do this:
• Increase the WaitForActivate parameter in the Agent
registry file. See page 104.

NICE ScreenAgent Optimization and Performance Issues

This table provides adjustments for optimized performance.
There is a slow-down in general Make the following changes in ScreenAgent registry. See
performance of the workstation on page 97.
• Set the CaptureMethod to Scraper in the Agent
registry file. See page 99.
• Set the CompressionLevel to 1 in the Agent registry
file. See page 99.
• Lower the workstation’s screen resolution/color depth.
• Set EnableAnimation=0, EnableFullDrag=0,
EnableScreenSaver=0, and EnableWallPaper=0 in
the Agent registry file. See page 104.
• Obtain and install the latest display drivers.
• Scraper CaptureMethod only: Lower Thread Priority
to 0 (Below Normal). See page 104.
The Data Rate is too high • Lower the workstation’s screen resolution/color depth.
• Set EnableAnimation=0, EnableScreenSaver=0,
and EnableWallPaper=0 in the Agent registry file.
See page 104.
• Set EnableFullDrag=1 in the Agent registry file. See
page 104.
• Set CompressionLevel=2 in the Agent registry file.
See page 99.
• Increase the value of CacheSize in the Agent registry
file. See page 99.
• Set CaptureMethod=1 (Hooking) in the Agent
registry file. See page 99. In most cases, the Scraper
method produces more data than the Hooking
method, but there are exceptions to this rule, therefore
it is advisable to check this per workstation.
The ScreenAgent disconnects • Make adjustments for a high data rate (see the
due to a high data rate previous item in this list)
• Increase RecBuffSize in the Agent registry file. See
page 103.
• Increase the interval between two consecutive
KeyFrames: increases MinTimeBetweenKF in the
Agent registry file. See page 102.

The following message appears This message indicates that the Capture component did
when you start the workstation: not successfully load.
Capture layer initialization failed. • Increase the timeout of WaifForActivate in the Agent
Application is aborting. If you are registry file. See page 104.
after installation restart the
• Check for conflicts with the Display Driver or other
computer.
application that is preventing ScreenAgent to load the
Capture component.
You need to change the scraping • Change CaptureMethod in the Agent registry file.
method used by the Scraper See page 99.
capture method.

NiceScreen Logger Configuration Parameters

Your system settings for your NiceScreen Logger are stored in the MMLogger.cfg configuration
file located in the NiceScreen Logger installation directory. This section provides information
about the parameters contained in the MMLogger.cfg file.
WARNING
Do not edit values in the MMLogger.cfg file. Editing values directly in the MMLogger.cfg
file can cause your system to malfunction!
The following table lists the parameters contained in the MMLogger.cfg file:
General
Logger_Id Logical ID for the NiceScreen Logger Default = 1
Max_Input_Bandwidth_KbSec Not used. Default = 6000
Periodical_Check_Resource_Hours Determines an idle time interval between Default = 1

which the Logger saves all unsaved
buffers and synchronizes time with the
client for a specific channel.
Concurrency
Num_Of_Dispatch_Threads Number of threads in the Logger engine Default = 25

thread pool.
Num_Of_JobProcessor_Threads Job processor thread pool size. Default = 5

Note: Do not define more than 20.
File
Logic_File_Size_In_Kb Same as sector in a conventional file Default = 384

system. Used once for Data System
construction. A large file size will reduce
the Data System size but could cause
ineffective disk usage.
File_Page_Size_In_Kb Part of the file which the Logger retains in Default = 128
memory, called cache quantum or page.
Usually the Logger reads/writes a whole
page from/to disk. This value should not
exceed the file size. A large page size
improves I/O operation performance but
utilizes a lot of computer memory.
Storage

NiceScreen Logger Configuration Parameters (Continued)
Storage This section lists all the storage portions used by NiceScreen
Logger.
The number on the right side of the equal sign (=) indicates
the order in which this portion is used for Logger storage.
Each portion (file and partition), must be listed here with its
ordinal number.
Example:
STORAGE_PORTION_1 = 1
STORAGE_PORTION_2 = 2
Note: You can define your own storage portion name, but
you must then use this same name to configure the Storage
Portion parameters (path+size). See below.
Storage Portion Each storage portion must be defined as a separate section

in the file using the same portion name that appears in the
Storage section (described above).
Two parameters are listed for each portion:
• File_Address - specifies portion location
If the storage portion is a file, the complete path to the file
must be defined. If the portion is a partition, the partition
letter must be defined as follows: \\.\X, where X is an
example of a partition letter.
• Size_In_Mb - size of the portion in MB
Following is an example of a file storage portion:
[STORAGE_PORTION_1]
File_Address = D:\Data\Storage_File_Name1.dat
Size_In_Mb = 5000 ; MB
Following is an example of a partition storage portion:
[STORAGE_PORTION_2]
File_Address = \\.\Z:
Size_In_Mb = 17000 ; MB
File_Address Address of file or partition. The Logger Default =

will create a file if it does not exist yet. D:\MMLData\M
ML_Data_File_1
.dat
or
\\.\Z:

Size_In_Mb Size of storage. Default = 5000

Note: Even if a file or partition is larger
than this value, the Logger will use the
amount of storage space defined here.
Data System
DB_Path Path of the Logger’s Data System files. Default =

D:\MML_Root\D
ataSystem
Num_Of_Cached_Pages_For_Table Number of Data System Table pages that Default = 200

the Logger retains in memory.
Note: We recommend retaining the
Number of Input Channels + Number of
Output Channels * 2 pages. However, if
your computer does not have enough
memory, you can define a lower value.
Average_Packet_Size_Kb Average packet that the client Default = 10

workstation sends to the Logger.
Dependent on client behavior.
Note: A smaller value may increase the
number of descriptors resulting in a larger
Data System size. A larger value may
cause ineffective storage usage.
Auto Deletion
Auto_Deletion_Enabled Enables/Disables the auto deletion Default = 1

mechanism. 1 = Yes, 0 = No
Files_High_Watermark_Percent Auto deletion starts when the percentage Default = 80

of stored files is greater than this value.
Files_Low_Watermark_Percent Auto Deletion stops when the percentage Default = 50

of stored files is less than this value.
Descriptors_High_Watermark_Percent Auto deletion starts when the percentage Default = 80

of descriptors exceeds this value.
Descriptors_Low_Watermark_Percent Auto Deletion stops when the percentage Default = 50

of used descriptors is less than this value.
Channels
Num_Of_Input_Channels Number of recording input channels. Default = 100

Used once for Data System construction.

Num_Of_Output_Channels Number of output channels used for Default = 3

playback.
Memory Cache
Cache_Confidence_Coefficient Increases memory cache size to provide Default = 3

ample memory above the memory
allocated per recording channel.
If the Logger does not have enough
memory, this value can be decreased.
Memory Allocation
Protocol_Message_Size Maximum message size buffer for Default = 1024

request and response (not data!!).
Protocol_Message_Allocator_Coeffici Allocation coefficient for static memory Default = 3

ent pool of protocol messages.
Log_Message_Size Log message buffer (response) in bytes. Default = 512

Maximum log message size that would
be sent to the remote client/log server.
Log_Messages_In_Pool Number of log messages in the static Default = 500

pool. Remaining log messages are then
rejected until space in the pool is freed.
Communication
Connection_Alive_Check_Interval_In_ Time interval (seconds) for checking Default = 60

Sec whether an idle connection is alive.
Connection_Alive_Check_Duration_In Time duration (seconds) of the check Default = 3

_Sec connection time.
Logger_Port Accept incoming connections port. Default = 30100
Max_Async_Writes_Per_Connection Maximum number of asynchronous write Default = 10

operations per connection.
-1 = no restriction
Remaining requests are queued. A
higher value improves performance for a
system with a slow disk.
Allocation_Retries_On_Full_Cache Number of retries to allocate cached Default = 10

buffer, when Memory Manager is full,
before aborting. A higher value reduces
performance in a busy system but will
give greater safety, since the number of
aborts will be reduced.

Items_Limit_In_Connection_Output_Q Watermark threshold of items in output Default = 50

ueue queue per connection, before error is
created. A higher value increases
memory usage and possibly reduces
performance, but ensures greater safety
since there are no aborts on output.
Logs to Screen
Severity_To_Screen Log severity to screen. Default = 2033
Logs to File
LogFile_Path Location of the NiceScreen log files. Default =

C:\Program
Files\NICE
Systems\Multim
edia Logger
Number_Of_LogsFiles Default = 5
Size_Of_Each_LogFile Size of each log file in Kb. Default =

1000000
Severity_To_File Log severity of log files. Default = 18417
Logs To System Log
Host_Name Name of host that appears in the Default = MML

message source in the System Log.
Severity_To_SysLog Log severity of system log. Default = 1985
Publisher General
Verbose_Mode Do not change this parameter. Default = 32

D
Enabling Display of NICE System
Information in System Administrator
Contents
Overview........................................................................................................................206
Common Terms.............................................................................................................207
Verifying the System Administrator User...................................................................208
Adding the System Administrator User to Computers not in an Active Directory
Environment..................................................................................................................210
Editing DCOM Permissions .........................................................................................214
Setting Security Permissions through the WMI Control...........................................220
Appendix D: Enabling Display of NICE System Information in System Administrator 205

Overview
Overview
The System Administrator includes a summary page that displays the NICE product version and
the installed Updates. See the System Administrator Guide for more information.
Figure D-1 Summary Page in the System Administrator
Version
Update
This summary page is generated by accessing the product information from the computers in 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 computer in the NICE system. The
System Administrator user is the user associated with the Nice SystemAdministrator service.
This association is defined when NICE Perform applications are installed on the Applications
Server. To verify the identity of this user, see Verifying the System Administrator User
on page 208.
In this appendix, we describe how to change the security settings to enable the System
Administrator user to access information on these computers.
Workflow
The workflow differs slightly depending on whether or not you are working in an Active Directory
environment.
1. Verifying the System Administrator User. To verify the identity of the System
Administrator user, you check which user is associated with the Nice SystemAdministrator
service.
2. (Not Active Directory Environment Only) Adding the System Administrator User to
Computers not in an Active Directory Environment. The System Administrator user needs
to be included on all computers in the NICE system. If you are not working in an Active
Directory environment, you need to add this user through the Control Panel, if necessary.
3. Editing DCOM Permissions. You edit the DCOM permissions to enable the remote launch
and remote activation of WMI queries.
4. Setting Security Permissions through the WMI Control. By means of the WMI Control,
you set security permissions that enable the System Administrator user to remotely access
NICE system information.

Common Terms
Common Terms
Some common Microsoft terms used in this appendix are listed in the table below.
Table D-1: Common Microsoft Terms
Term Meaning
COM Component Object Model. COM is a platform-independent, distributed,

object-oriented system for creating binary software components that can
interact.
DCOM Distributed Component Object Model. DCOM is a protocol that enables

software components to communicate directly over a network.
WMI Windows Management Instrumentation. WMI is the Microsoft

implementation of Web-based Enterprise Management (WBEM), which is
an industry initiative to develop a standard technology for accessing
management information in an enterprise environment. Remote WMI
connections are made through DCOM.
WMI Namespace Each WMI namespace has a security descriptor, which allows each
namespace to have unique security settings that determine who has
access to the namespace data and methods.

Verifying the System Administrator User

The System Administrator user is the user associated with the Nice SystemAdministrator
service. This association is defined when NICE Perform applications are installed on the
Applications Server. If you need to verify the identity of the System Administrator user, you check
which user is associated with the Nice SystemAdministrator service.
NOTE: In an Active Directory environment, verify that the domain name of the System
Administrator user is the same domain as that of the computer, or is a trusted domain.
To verify the System Administrator user:

1. On the Applications Server, click Start, and then select Run.
The Run window appears.
Figure D-2 Run Window
2. In the Open field, enter services.msc, and click OK.

The Services window appears.
Figure D-3 Services Window
3. In the Name column, find Nice SystemAdministrator.

4. Verify the name in the Log On As column.

Figure D-4 Nice SystemAdministrator in Services Window
User Name
This name is the user name of the System Administrator.

Adding the System Administrator User to Computers not in an Active Directory Environment
Adding the System Administrator User to Computers not in

an Active Directory Environment
The System Administrator user needs to be included on all computers in the NICE system. If you
are not working in an Active Directory environment, you need to add this user through the Control
Panel, if necessary.
IMPORTANT
Before starting this procedure, obtain the user name and password of the System Administrator
user. See Verifying the System Administrator User on page 208 to obtain the user name.
To add the System Administrator user to a computer:

1. From the Start menu, select Control Panel.
The Control Panel appears.
Figure D-5 Control Panel
2. In the Name column, double-click Administrative Tools.

The Administrative Tools window appears.
3. Double-click Computer Management.
The Computer Management window appears.

Figure D-6 Computer Management Window
4. Expand System Tools > Local Users and Groups > Users.
A list of existing local users appears in the right pane.
Figure D-7 Local Users List
5. Verify that the System Administrator user appears in the list. If the user does not appear,
proceed to Step 6.
6. Right-click the Users directory, and then select New User.

Figure D-8 New User
The New User window appears.

Figure D-9 New User
7. Complete the fields as follows:

• User name: Enter the user name exactly as it appears in the Services window on the
Applications Server. See Verifying the System Administrator User on page 208.
• Full name: Enter the first name and last name of the user.
• Description: (Optional) Enter text describing the System Administrator user.
• Password and Confirm Password: Enter the password for the System Administrator
user.
8. Clear the User must change password at next logon check box.

9. Click Create.
The System Administrator user appears in the list in the left pane.
10. Proceed to Editing DCOM Permissions on page 214.

Editing DCOM Permissions

You edit the DCOM permissions to enable the remote launch and remote activation of WMI
queries.
IMPORTANT
Before you begin this procedure, you need the System Administrator user name.
To edit DCOM permissions:

2. In the Open field, enter DCOMCNFG, and then click OK.

The Component Services window appears.
Figure D-11 Component Services Window
3. In the Console Root tree, expand Component Services > Computers.

Figure D-12 Component Services Window
Right-click
My Computer
4. Right-click My Computer and select Properties.

The My Computer Properties window appears.
Figure D-13 My Computer Properties Window
5. Click the COM Security tab.

Figure D-14 COM Security Tab
6. In the Launch and Activation Permissions area, click Edit Limits.

The Launch Permission window appears.
Figure D-15 Launch Permission Window
7. In the Group or user names area, verify that the name of the System Administrator user
appears, and proceed to Step 9.
8. If the name of the System Administrator user does not appear in the Groups or user names
area, complete the following steps:
a. Click Add.
The Select Users, Computer, or Groups window appears.

Figure D-16 Select Users, Computer, or Groups Window
b. In the Enter the object names to select area, enter the name of the System
Administrator user.
c. Click Check Names.
The user name and domain name appear.
d. Click OK.
The Launch Permission window (Figure D-15 on page 216) reappears.
9. In the Group or user names area, select the System Administrator user.
10. In the Permissions for <User> area, in the Allow column, select Remote Launch and
Remote Activation, and then click OK.
Figure D-17 Launch Permission Window
The COM Security tab (Figure D-14 on page 216) reappears.

11. In the Access Permissions area, click Edit Limits.

The Access Permission window appears.

Figure D-18 Access Permission Window
12. In the Group or user names area, verify that the name of the System Administrator user
a. Click Add.
Administrator user.
d. Click OK.
The Access Permission window (Figure D-18 on page 218) reappears.

15. In the Permissions for <User> area, do the following:
• Verify that Local Access is selected.
• Select Remote Access.
Figure D-20 Security Limits Window
Verify Local Access Selected

Select Remote Access
16. Click OK.

The COM Security tab (Figure D-14 on page 216) reappears.
17. Click OK to close the My Computer Properties (Figure D-13 on page 215) window.
18. Proceed to Setting Security Permissions through the WMI Control on page 220.

Setting Security Permissions through the WMI Control

By means of the WMI Control, you set security permissions that enable the System Administrator
user to remotely access NICE system information.
To set security permissions through the WMI Control:

2. In the Open field, enter wmimgmt.msc, and then click OK.

The Windows Management Infrastructure (WMI) window appears.
Figure D-22 Windows Management Infrastructure (WMI) Window
Right-click WMI Control
3. Right-click the WMI Control (Local) icon, and then click Properties.
The WMI Control (Local) Properties window appears.

Figure D-23 WMI Control (Local) Properties Window
4. Expand Root, and select the DEFAULT namespace.

Figure D-24 WMI Control (Local) Properties Window
5. Click Security.
The Security for ROOT\DEFAULT window appears.

Figure D-25 Security for ROOT\DEFAULT Window
6. In the Group or user name area, verify that the name of the System Administrator user
a. Click Add.
Administrator user.
d. Click OK.
The Security for ROOT\DEFAULT window (Figure D-25 on page 222) reappears.

9. In the Permissions for <User> area, in the Allow column, select Execute Methods and
Remote Enable.
Figure D-27 Security for ROOT\DEFAULT Window
10. Click OK, and then close the Windows Management Infrastructure (WMI) window
(Figure D-22 on page 220).

Index
A E
agent ID expressions, Rules Manager
description 55 choosing an operator 148, 154
for ScreenAgent, silent installation 96 defining a storage rule filter 147, 153
agent username, unique extension ID
description 55 description 55
for ScreenAgent, silent installation 96 for ScreenAgent, silent installation 96
agent.cfg file
defining branch site 62 G
ANI 133, 143 grayscale, color reduction 54
architecture, NiceScreen 15
I
B Identification String value 62
branch site installation, interactive
defining in agent.cfg file 62 ScreenAgent, terminal server 87
defining in System Administrator 63 ScreenAgent, workstation 77
defining in Users Administrator 62 installing
definition 60 NICE ScreenAgent 49
integration solution 61 NiceScreen Logger 29
issues 60 SAMS server 44
Business Analyzer SNMP agent 39
locating recording schedules 159 Interaction Center
verifying connection 172
C
channels pool L
creating in System Administrator 123 Logger, see NiceScreen Logger
CLS Server
defining IP address for ScreenAgent 81 M
ScreenAgent parameters 106 Master Setup Kit
color reduction to grayscale 54 creating 64
configuration parameters, ScreenAgent 98 Monitor
customizing verifying screen monitoring 177
ScreenAgent in Master Setup Kit 64 verifying screen recording and playback 173
ScreenAgent parameters in registry 98 multiple NiceScreen Logger site
testing 180
D
database, NiceScreen Logger N
location 29 Negative recording schedules
Device type ID, Rules Manager Scheduler 144 creating 150
Dialed In described 131
Rules Manager Scheduler 133, 143 NICE Perform
DNIS 133, 143 defining NiceScreen 110
NICE ScreenAgent, see ScreenAgent
Index 225

NiceScreen overview 15
defining in NICE Perform 110 Report 47
installation workflow 17 Scheduler rules, Rules Manager
NiceScreen Logger cycles and timeframes 156
configuration parameters 199 filter values defined 133, 143
defining in System Administrator 112 Negative 150
installation workflow 20 phone number 133
installing 29 Quality by Interaction 132
log severities 42 Quality by Time Interval 138
overview 14 recording period (recurrence) 156
self-test 171 results in Business Analyzer 159
status details 37 sampling 156
testing multiple Logger site 180 Selective 142
verifying the installation 171 total recording 130
types of schedules 130
O ScreenAgent
operators, Rules Manager 148, 154 configuration parameters 98
customizing Master Setup Kit 64
P data rates 197
Participant CTI Agent Name, Rules Manager defining in System Administrator 117
Scheduler 143 overview 14
Participant Department, Rules Manager registry parameters 98
Scheduler 143 silent installation 94
Phone Number switch data parameters 105
Rules Manager Scheduler 133, 143 system requirements 51
terminal server installation 87
Q troubleshooting 195, 197
Quality recording schedules uninstalling 107
by Interaction 132 verifying the installation 172
by Time Interval 138 workstation installation 77
types of, described 131 Segment type ID, Rules Manager Scheduler 143
Selective recording schedules
R creating 142
recording described 131
verifying 173 silent installation
recording schedules, see Scheduler rules ScreenAgent 94
registration methods SNMP agent
agent ID 55 installing 39
extension ID 55 SNMP service
unique agent username 55 configuring 24
registry parameters installing 22
ScreenAgent 98 sources pool
requirements, system attaching channels in System
NICE ScreenAgent 51 Administrator 127
Rule types creating in System Administrator 125
Scheduler 129 storage rules, Rules Manager
Rules Manager defining a storage filter 147, 153
opening 134 switch data parameters
ScreenAgent 105
S System Administrator
SAMS accessing 112
installing 44 attaching channels to sources pools 127
Index 226

creating a channels pool 123
creating a sources pool 125
U
uninstalling
defining NICE ScreenAgents 117 ScreenAgent 107
defining NiceScreen Logger 112 unique agent username
enabling display of NICE System description 55
information 205 for ScreenAgent, silent installation 96
T V
terminal server VDN filters for Rules Manager
interactive ScreenAgent installation 87 Schedules 133, 143
Total Recording plan schedules 130
troubleshooting
ScreenAgent 195
W
workflow
Trunk Label, Rules Manager Scheduler 143 NICE ScreenAgent 50
NiceScreen installation 17
NiceScreen Logger installation 20
Index 227

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NICE Perform®

NiceScreen Installation Guide

APAC Region: (Asia/Pacific)

The Americas Region: (North, Central, South America)

NICE invites you to join the NICE User Group (NUG).

International Headquarters-Israel North America

Revision Modification Date Description

A1 September 2008 • Updated installation paths

NICE Perform ® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE Perform ® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE Perform ® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE Perform ® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE Perform ® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Introducing NiceScreen ................................................................................................. 14

Chapter 1: NiceScreen Overview 13

NICE Perform ® Release 3.1: NiceScreen Installation Guide (Rev. A1)

See Installing the NiceScreen Logger on page 19.

Chapter 1: NiceScreen Overview 14

NICE Perform ® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Chapter 1: NiceScreen Overview 15

NICE Perform ® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NICE Perform Site Installation Overview

Legend Prepare Machines

Define Loggers or ICU in System Administrator

Install VoIP Recording Gateway (VRG)

Define VRG in System Administrator

Install and Configure NICE Interactions Center

Install and Configure Switch Integrations

Define Channel Mapping in the System Administrator

Define NMS in System Administrator

You are Here Install NiceScreen

Define NiceScreen in the System Administrator

Install relevant optional components:

Define Components in System Administrator

Perform Required Installation and Acceptance Test Procedures

Chapter 1: NiceScreen Overview 16

NICE Perform ® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NiceScreen Installation Workflow

Install NiceScreen Logger

Install NICE ScreenAgent

Enable Display in the System Administrator

NOTE: Define Screen Recording Schedule only in a Screen QA environment. In Total

Chapter 1: NiceScreen Overview 17

NICE Perform ® Release 3.1: NiceScreen Installation Guide (Rev. A1)

• NiceLog High Density Logger Installation Guide

Web Application Documentation

• System Administrator’s Guide

Chapter 1: NiceScreen Overview 18

NICE Perform ® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NiceScreen Logger Installation Workflow .................................................................... 20

Chapter 2: Installing the NiceScreen Logger 19

NICE Perform ® Release 3.1: NiceScreen Installation Guide (Rev. A1)

NiceScreen Logger Installation Workflow

Prepare the Server

Install and Configure

Install NiceScreen Logger

Install SNMP Agent

Your NiceScreen Logger

Chapter 2: Installing the NiceScreen Logger 20

NICE Perform ® Release 3.1: NiceScreen Installation Guide (Rev. A1)

Preparing the Server for NiceScreen Logger

Chapter 2: Installing the NiceScreen Logger 21

NICE Perform ® Release 3.1: NiceScreen Installation Guide (Rev. A1)