NiceLog Workstation Applications

Installation Guide

8.9

March 2004

385A0261-02 Rev. A0

NICE Systems Ltd. shall bear no responsibility or liability to a client or to any other person or
entity with respect to liability, loss or damage caused or alleged to be caused directly or indirectly
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Information in this document is subject to change without notice and does not represent a
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All contents of this document are: Copyright 2004 NICE Systems Ltd. All rights reserved.
This product is covered by one or more of the following US patents:
5.353.168 5.861.959 5.937.029 6.122.665 6.046.824 6.330.025

6.542.602

360o View, Agent@home, Executive Connect, Executive Insight*, Experience Your Customer,
Investigator, Lasting Loyalty, Listen Learn Lead, MEGACORDER, Mirra, My Universe, NICE,
NiceAdvantage, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NiceCMS, NICE
Feedback, NiceFix, NiceGuard, NICE Learning, NICE Link, NiceLog, NICE Playback
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Vision, Tienna, Wordnet and other product names and services mentioned herein are
trademarks and registered trademarks of NICE Systems Ltd. All other registered and
unregistered trademarks are the property of their respective owners.
*in Australia only
385A0261-02 Rev. A0

For assistance please contact your local supplier or the nearest NICE Systems Customer Service
Center:
EMEA Region: (Europe, Middle East, Africa)
Tel: +972-9-775-3800
Fax: +972-9-775-3000
email: [email protected]
APAC Region: (Asia/Pacific)
Tel: +852-8338-9818
Fax: +852-2802-1800
email: [email protected]
The Americas Region: (North, Central, South America)
Tel: 1-800-NICE-611
Fax: +720-264-4012
email: [email protected]
Israel:
Tel: 09-775-3333
Fax: 09-775-3000
email: [email protected]

For general information on NICE Systems products please contact your local distributor or the
nearest NICE Systems office:
International Headquarters-Israel

North America

Tel: +972-9-775-3100
Fax: +972-9-775-3070
email: [email protected]

Tel: 1-800-663-5601
Fax: +201-356-2197
email: [email protected]

United Kingdom

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Fax: +44-8707-22-4500

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Fax: +49-(0)-69-97177-200

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Tel: +852-2598-3838
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Please send all queries, comments, and suggestions pertaining to this document to
[email protected]

NiceLog Workstation Applications

Installation Guide
The NICE Workstation applications enable you to interact with the NICE voice logging system
installed at your site. You can choose to install all the NICE applications or specific NICE
applications on a workstation, as needed.
EXAMPLE:

On one dedicated workstation, you install NICE Supervision, NICE Administrator, NICE Query
and NICE Monitor. At this dedicated workstation, you can interact with the voice logging system
at all levels. You can define all the site parameters, search for calls, monitor calls in real-time
and view the status of system components. In some sites, the NiceCLS Server is also the
dedicated workstation.
On another workstation, you install only the NICE Administrator to enable an administrator to
define site parameters.
On two additional workstations, you install NICE Query and NICE Monitor to enable
supervisors to locate archived calls, monitor calls in real-time and play back calls.

Contents

Overview............................................................................................................................ 6
Hardware Requirements .............................................................................................. 7
Software Requirements................................................................................................8
Installing the NICE Applications ..................................................................................... 9
Modifying or Removing Applications ........................................................................... 18

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Overview

Overview
The following is a list of all available NICE applications components:
NOTE: The availability of certain components is dependent on your license
agreement.
NICE Supervision

Enables supervisors to view the status of each component in the system,

poll each component to view the results of built-in self-tests and trigger
alarms if errors occur.

NICE Administrator

Enables administrators to define and modify system parameters for a

site. These parameters include defining the loggers, defining the
NiceCLS servers, setting up input channels, defining security guidelines
and restrictions, define users and groups, viewing the contents or
archiving media, and defining archiving schedules.

NICE Query

Enables users to search the calls database to locate calls or call segments
by creating queries.

NICE Monitor

Enables supervisors to view agent/channel activity in real-time.

Supervisors can then monitor and record calls.

NICE Media Player

Enables the playback of .AUD files.

NICE Media Library

Server

Maintains a central log of the contents of each media cassette that was
used to archive audio.

NICE Media Library

Printer Server

Enables centralized Media Library control of more than one site.

NICE Login

Enables free seating support.

NICE Recording
Planner

Enables users to define recording plans based on several criteria, such as

hourly or weekly schedules, the dialed number, and the caller ID.

NICE RTS

(Remote Tape Server) Enables remote archiving and retrieval of audio

over the LAN.

NICE Media
Duplicator

Enables users to duplicate an entire DAT cassette containing recorded

audio.

NICE Toolbar

Launches the toolbar for easy access to NICE applications.

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Overview

Hardware Requirements
The following hardware configuration is required for each PC that will run NICE applications:

IBM, or compatible PC, with a Pentium 233 MHz CPU or higher

RAM:

Windows NT 4.0: 64 MB

Windows 2000:

128 MB

Free disk space:

If the Media Library Server will run on the workstation: 200 MB for NICE applications

All other workstations: 50 MB for NICE applications

One CD ROM disk drive (for software installation)

14 or larger SVGA monitor

Graphic card supporting 256 colors with a resolution of 800 x 600 or better

Desktop mouse, or compatible pointing device

LAN card (Ethernet or Token-ring)

One available COM port is required for the Media Label Printer option

If installing NICE Supervision, on the Supervision workstation:

Prepare one standard telephone line. Prepare a cable and attach both ends to RJ-11
connectors.

An ISA slot is needed for inserting the LAF card for time synchronization.

The SNMP service must be installed before installing the NiceLog applications.

NICE Supervision Workstation

Configuration Guide

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Overview

Software Requirements
Verify that the following software is installed and configured in each workstation before the NICE
applications are installed:
On the NiceCLS Server:

Microsoft NT 4.0 and Service Packs 5 or 6

-or-

Microsoft Windows 2000 Professional

On a client workstation:

Microsoft Windows 98 or Millennium

-or-

Microsoft Windows NT 4.0 (Workstation or Server) and Service Packs 5 or 6

-or-

Microsoft Windows 2000 Professional

-or-

Microsoft Windows XP

Windows Internet Explorer 4.01 with Service Pack 2 or higher

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Installing the NICE Applications

Installing the NICE Applications

This section describes the procedures for installing the NICE applications on your computer.
NOTE: The availability of certain components is dependent on your license
agreement.

To install the NICE applications:

1. Insert the NICE applications installation CD in the workstations CD-ROM drive.
NOTE: In the Thin Client environment, an error message may appear prompting you
to install the program through Add/Remove Programs.

The NICE Applications Setup - Welcome window appears.

Figure 1

Welcome Window

NOTE: If a previously installed version of the NICE applications already exists on the
workstation, the NICE Applications Setup - Modify window appears. See Modifying or
Removing Applications on page 18.
2. Click Next.

The NICE Applications Setup - License Agreement window appears.

3. Click Yes.

The NICE Applications Setup - Customer Information window appears.

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Installing the NICE Applications

Figure 2

User Information Window

4. Type your name, your company name, and the application serial number in the Name,
Company and Serial fields. Click Next.

The NICE Applications Setup - Choose Destination Location window appears.

Figure 3

Choose Destination Location Window

5. To accept the default path, click Next. If you want to change the folder in which you install the
NICE applications, click Browse, navigate to the desired folder, and click Next.
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Installing the NICE Applications

The NICE Applications Setup - Select Components window appears.

Figure 4

Select Components Window

TIP: For a detailed description of each NICE application component, see the
Overview on page 6.
6. Mark the components you want to install and click Next.

The NICE Applications Setup - Choose Destination Location window appears.

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Installing the NICE Applications

Figure 5

Choose Destination Location Window

7. Click Next.

The NICE Applications Setup - Data Source Name window appears.

Figure 6

Data Source Name Window

8. Type the Data Source Name and the IP Address.

If you marked the Media Library Server in the Select Components window (see Figure 4
on page 11), continue with Step 9.
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Installing the NICE Applications

If you marked NICE RTS in the Select Components window, continue with Step 12.
For all other components, go to Step 14.
9. Click Next in the Data Source Name window.

The NICE Applications Setup - Choose Media Library Backup Path window appears.
Figure 7

Choose Media Library Backup Path Window

10. To accept the default path, click Next. If you want to change the folder in which you install the
NICE applications, click Browse, navigate to the desired folder, and click Next.

The NICE Applications Setup - Printer Port window appears.

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Installing the NICE Applications

Figure 8

Printer Port Window

11. Select the communication port.

If you also marked NICE RTS in the Select Components window, continue with Step 12.
For all other components, go to Step 14.
12. Click Next.

The NICE Applications Setup - Choose Destination Location RTS Log Files window appears.
Figure 9

Choose Destination Location RTS Log Files Window

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Installing the NICE Applications

13. To accept the default path, click Next. If you want to change the folder in which you store the
NICE RTS log files, click Browse and navigate to the desired folder.
NOTE: You must have a minimum of 100 MB free space.
14. Click Next.
15. The NICE Applications Setup - Select Program Folder window appears.
Figure 10

Select Program Folder Window

16. Click Next.

The Installation program installs the NICE applications on your computer.

If you marked NICE RTS in the Select Components window (see Figure 4 on page 11),
continue with Step 17.
For all other components, go to Step 21.
17. Upon completion, the Question window appears.
Figure 11

Question Window

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Installing the NICE Applications

18. Click Yes.

The NICE Applications Setup program installs backup devices.

19. Upon completion, the Tape Devices window appears.
Figure 12

Tape Devices Window

20. Choose the desired tape devices and click OK.

21. Upon completion, the NICE Applications Setup - Readme window appears.
Figure 13

Readme Window

22. To read the Readme file, mark the check box. Click Next.

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The NICE Applications Setup - InstallShield Wizard Complete window appears.

Figure 14

InstallShield Wizard Complete Window

23. Remove the NICE Applications Installation CD from the CD-ROM drive, and select Yes, I
want to restart my computer now. Click Finish to reboot your computer.

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Modifying or Removing Applications

Modifying or Removing Applications

You can also use the NICE applications installation program to add or remove individual
application components on your computer, repeat the previous installation, or uninstall the NICE
applications.
NOTE: The procedures described in this section apply only to systems on which the
NICE applications are already installed.

To modify or remove applications:

1. Insert the NICE applications installation CD in the CD-ROM.

The NICE applications installation program detects the existing NICE applications and the
NICE Applications Setup - Modify window appears.
Figure 15

Modify Window

2. Select one of the following options:

Modify

Runs the entire installation wizard, enabling you to add or remove application
components or change definitions that apply to the current installation.

Repair

Runs through the entire installation wizard while retaining all your previous
settings; can be used to correct corrupted files.

Remove

Uninstalls all NICE applications software from your computer.

3. Click Next to continue.

For detailed explanations of the relevant screens that appear, see the preceding section
Installing the NICE Applications on page 9.
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