NICE Trading Recording

IPC UNIGY
Active IP Recording

INTEGRATION MANUAL
NICE / IPC Unigy Active IP Recording Integration version:
Integration IPC Unigy 2.2.x

NICE Trading Recording versions: R6.3.6 (or higher)

IPC Unigy 1.x, 2.0.1 (or higher)

Version: 2.2
Date: 16 January, 2015
 Copyright © 2015 by NICE Systems Ltd.
All rights reserved. No part of this publication may be reproduced or transmitted
in any form or by any means, electronic or mechanical, including photocopy,
recording, or any information storage and retrieval system, without prior written
consent of NICE Systems Ltd.

Disclaimer
To the best of our knowledge, the information contained in this document is the
most accurate available at the time of publication. Whilst every care is taken to
ensure that the information in this document is correct, no liability can be
accepted by NICE Systems Ltd. for loss, damage or injury caused by any errors in,
or omissions from, the information given.

Trademark Acknowledgements
IPC, Unigy and the IPC logo, are trademarks or registered trademarks of IPC
and/or its affiliates.

Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation
in the United States and other countries.

Microsoft, Windows, Windows Server, and Internet Explorer are trademarks or

registered trademarks of Microsoft Corporation in the United States and/or other
countries.

JavaScript is a trademark of Oracle® Corporation.

Meinberg is a trademark of Meinberg Funkuhren GmbH & Co. KG

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 Contents
Contents ................................................................................................. 3

1.......... ....................................................................................................... 9
Introduction ............................................................................................ 9
Scope..........................................................................................................................................10
Recording Method ..............................................................................................................10
Software Versions ..............................................................................................................10
Intended Audience .............................................................................................................11
Assumptions .......................................................................................................................11
Conditions for Installation .................................................................................................12
Reference Manuals ...................................................................................................................12
IPC Manuals ........................................................................................................................12
NICE Trading Recording Manuals.....................................................................................13
Conventions and Symbols .......................................................................................................14

2.......... ..................................................................................................... 15

Safety .................................................................................................... 15
General Safety Rules ..........................................................................................................15
Safety Precautions .............................................................................................................15
ESD Precautions .................................................................................................................16

3.......... ..................................................................................................... 17

System Description and Supported Items ......................................... 17

System Description...................................................................................................................18
IPC System Elements .........................................................................................................18
NICE Trading Recording Configurations .........................................................................19
IPC Unigy Active CTI IP Recording .........................................................................................23
Audio ....................................................................................................................................24
CDR ......................................................................................................................................24
Call Split ..............................................................................................................................25
Resilience/Redundancy ............................................................................................................25
Supported Resilience Types .............................................................................................25
Special Features ........................................................................................................................29
Weighted Round-Robin ......................................................................................................29
Preferred Satellite ...............................................................................................................29
Multiple CTI Server Support ..............................................................................................30

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 RTP Control Protocol (RTCP) ............................................................................................30
Supported Items ........................................................................................................................31
Features ...............................................................................................................................31
Target Types .......................................................................................................................32
Metadata (IPC Unigy Call Data) .........................................................................................32
Call Scenarios .....................................................................................................................32
Codec Types .......................................................................................................................33

4.......... ..................................................................................................... 35

Requirements ....................................................................................... 35
Requirements for Hardware Components ..............................................................................36
IPC Hardware Requirements .............................................................................................36
NICE Trading Recording Hardware Requirements .........................................................36
Network Latency .................................................................................................................39
Software Requirements ............................................................................................................39
NICE Trading Recording Components .............................................................................39
Operating Systems .............................................................................................................40
Workstation .........................................................................................................................40
Licensing ...................................................................................................................................41
IPC Licensing ......................................................................................................................41
NICE Licensing ...................................................................................................................41

5.......... ..................................................................................................... 45

Prerequisites ........................................................................................ 45
Customer Site Prerequisites ....................................................................................................46
Customer Prerequisites .....................................................................................................46
IPC Prerequisites ................................................................................................................47
NICE Prerequisites ....................................................................................................................48
Required Firmware and Software .....................................................................................48
Preparatory Steps ...............................................................................................................49
Procedure P01 Creating the Satellite(s) ............................................................................50
Procedure P02 Setting IPv4 as Preferred Protocol ..........................................................53
Checking Network Time Protocol Synchronization ..............................................................53
Updating the Database Separately ..........................................................................................54

6.......... ..................................................................................................... 59

Installation ............................................................................................ 59
Introduction ...............................................................................................................................60
Installer Kit ..........................................................................................................................60
Locating Files......................................................................................................................60
Upgrading ............................................................................................................................61
Role Dependent Installation ..............................................................................................62

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 Installing the Integration ..........................................................................................................64

7.......... ..................................................................................................... 75

Configuration ....................................................................................... 75
Introduction ...............................................................................................................................76
Using the NTR Web GUI .....................................................................................................76
Defining a Channel Group ........................................................................................................77
Configuring the Link Controllers .............................................................................................80
General Link Settings .........................................................................................................81
Connection Settings ...........................................................................................................84
Defining a Link Group...............................................................................................................86
Configuring a Link Group ..................................................................................................86
Monitoring Link States .......................................................................................................90
Defining Targets ........................................................................................................................91
Adding Targets ...................................................................................................................91
Monitoring Target States ...................................................................................................92
Defining a Target Group ...........................................................................................................93
Configuring Preferred Satellites ..............................................................................................96
Before You Start Configuring Preferred Satellites ..........................................................97
Preferred Satellite - Screen Layout ...................................................................................97
Defining Routing Rules ......................................................................................................97
Editing/Disabling Routing Rules .....................................................................................103
Configuring Views of IPC Unigy Call Data Columns ...........................................................105
Setting Available Call Type ....................................................................................................107
Setting Administrator Access Rights ...................................................................................108
Renaming CTI Servers ............................................................................................................110
CTI Server Resilience: Install Standby CTI Server(s) ..........................................................111
Configuration by Setup ..........................................................................................................112

8.......... ................................................................................................... 113

Pre-production Testing ..................................................................... 113
Verifying the CTI Connectivity ...............................................................................................114
NICE Trading Recording and IPC Unigy Environment .................................................114
NICE Trading Recording Servers ....................................................................................115
Testing the Basic Functionality .............................................................................................116
Inbound Calls ....................................................................................................................116
Outbound Calls .................................................................................................................117
Transfer Inbound Calls ....................................................................................................119
Inbound Conference Calls ...............................................................................................120
Testing Preferred Satellite......................................................................................................121
Testing 2N Recording Resilience ..........................................................................................122

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 Taking Test Samples ..............................................................................................................123

9.......... ................................................................................................... 125

Appendices ........................................................................................ 125

Appendix A Terminology ................................................................ 127

Appendix B Install Overview .......................................................... 129

Appendix C Site Survey .................................................................. 133

Customer Site Settings...........................................................................................................133
Open Port Configuration ........................................................................................................134
NICE Trading Recording.........................................................................................................134
NICE / IPC Unigy Active IP Recording Integration ...............................................................135

Appendix D Additional Procedures ................................................ 137

Stop/Start All Services............................................................................................................137
Stop All Services ..............................................................................................................137
Start All Services ..............................................................................................................138
Stop/Start a Single Service ....................................................................................................139
Stop the Service................................................................................................................139
Start the Service ...............................................................................................................140
Logging On to the NTR Web GUI ...........................................................................................141
Backing Up the Database .......................................................................................................142
Manually Adding a New Target ..............................................................................................143

Appendix E Network Time Protocol ............................................... 145

Installing Network Time Protocol ..........................................................................................145
Preparation ........................................................................................................................145
Installing and Configuring NTP .......................................................................................145
Check NTP Status .............................................................................................................148
Configure NTP after Installation ............................................................................................149

Appendix F Change, Repair or Remove ........................................ 151

Selecting Change, Repair or Remove ...................................................................................151
Options .....................................................................................................................................153

Appendix G Changing Default Settings ......................................... 155

Changing Settings Configured by Setup ..............................................................................155
Changing Default Settings on CTI Server ......................................................................155
Changing Default Settings on Satellite(s) ......................................................................156
Ignoring CTI Start/Stop ....................................................................................................156
Changing RTCP Settings........................................................................................................157

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 Modifying VOX Settings in the CTI Receiver ........................................................................161
Modifying VOX Parameters .............................................................................................161
Configuring Call Split (VOX) ............................................................................................162
Adjusting the Audio Detection Limit .....................................................................................165

Appendix H Upgrade Scenarios ..................................................... 167

Introduction .......................................................................................................................167
Upgrade a Core Server with Recording Channels ........................................................168
Upgrading Multiple Components ....................................................................................169

Appendix I Automatic Call Remarks in Web GUI ......................... 171

Record on Demand .................................................................................................................171
Satellite Failover ......................................................................................................................172

Appendix J Resilience and Failover .............................................. 173

CTI Server Resilience – Failover Behavior ...........................................................................173
CTI Server – Power Failure ..............................................................................................174
CTI Server – Network Failure...........................................................................................176
CTI Server – Forced or Error-Caused Failover ..............................................................178
Satellite Pooling – Failover Behavior ....................................................................................180
Satellite Failover – Power Failure ...................................................................................180
Satellite Failover – Network Failure ................................................................................181
IPC Unigy Zone Resilience – Failover Behavior ..................................................................183
Stateless Failover .............................................................................................................183
Stateful Failover ................................................................................................................184
2N Recording System Resilience ..........................................................................................185
Archiving ...........................................................................................................................187

Appendix K Update Hosts Files...................................................... 189

Appendix L Changing IP Addresses and/or Host Names ............ 191
Changing Host Name/IP Address ..........................................................................................191
Additional Steps after Changing Host Name/IP Address ...................................................192

Appendix M Manually Adding Database Fields ............................. 195

Introduction .............................................................................................................................195
Steps ..................................................................................................................................196
Verifying Custom Database Fields ........................................................................................197
Adding and Modifying Custom Database Fields .................................................................199
Adding and Modifying Using the NTR Web GUI ............................................................199
Adding and Modifying Using a MySQL Tool or DOS Command Line .........................200
Updating the Extrafields.ini ...................................................................................................207
Replace the Extrafields.ini ...............................................................................................207
Verify and Update Extrafields.ini ....................................................................................208

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 Finalization ..............................................................................................................................210

Appendix N Preferred Satellites ..................................................... 211

Introduction .............................................................................................................................211
Working Principle of Preferred Satellites .............................................................................211
Flowchart ...........................................................................................................................212
Failed Preferred Satellite .................................................................................................213
Updating Route Profiles after Modifying Channel Groups/Link Groups ....................214

Appendix O Parrot-DSC Based Licensing ..................................... 215

Installing Cards and Firmware ...............................................................................................216
Adding VoIP Support ..............................................................................................................218
Loading Licenses – Parrot-DSC Based ................................................................................220
Configuring the First VoIP Instance ......................................................................................222
Configuring Further VoIP Instances .....................................................................................224
Making the Licensed Channels Available.............................................................................225

Appendix P Statistics...................................................................... 227

Load and Capacity ..................................................................................................................227
Performance Parameters .......................................................................................................227

Appendix Q Troubleshooting ......................................................... 229

Error Messages .................................................................................................................229
FAQs ..................................................................................................................................229
Contact Information .........................................................................................................229

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 1
Introduction
This document describes the prerequisites and procedures for the installation,
configuration, and testing of NICE Trading Recording on the IPC Unigy platform.

This CTI-based connectivity facilitates Active CTI IP Recording of the turrets, in

combination with the IPC Unigy Converged Communication Manager (CCM), the
Media Manager(s), and the optional Media Gateways interfaces, and the NICE
Trading Recording system.

In this NICE / IPC Unigy Active IP Recording Integration, the IPC components
connect to NICE Trading Recording using Ethernet. The turrets send their audio
to the recorders directly, the soft turrets through the Media Manager(s). SIP
sessions are initiated for the CCM to send SIP events to the recording system, and
to receive information from the recording system on audio destinations. The
CCM also supplies call details via Web Service sessions.

In this version of the NICE / IPC Unigy Active IP Recording Integration, the
feature Preferred Satellite is introduced.

The setup now performs install tasks that had to be done manually before.

Manual Contents
Besides a description of the tasks and activities, this manual also contains
information on the structure and functioning of the NICE / IPC Unigy Active IP
Recording Integration, and its components.

Topics covered in this chapter:

• Scope
• Recording Method
• Software Versions
• Intended Audience
• Assumptions
• Reference Manuals
• Conventions and Symbols

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Scope
The NICE / IPC Unigy Active IP Recording Integration as described in this manual
is restricted to specific recording methods, software versions and conditions. They
are described below.

Recording Method
This integration supports the Active CTI IP Recording method.

Software Versions
The NICE / IPC Unigy Active IP Recording Integration is restricted to specific
software versions.

IPC Unigy Software Versions

This recording integration is compatible with following IPC Unigy software

versions:

Software Version Remark

IPC Unigy 1.x, 2.0.1 (or higher) Refer to IPC Unigy documentation for details
IPC Unigy Management 2.0 Refer to IPC Unigy documentation for details
System (UMS)

Table 1: IPC Unigy Software Versions

NICE Software Versions

This recording integration is compatible with following NICE software versions:

Software Version Remark

NICE Trading Recording R6.3.6 (or higher)
Installer kit Integration IPC Unigy IntegrationSetup.IPC.Unigy.exe for 64-
NICE IPC Unigy Setup 2.2.x bits OS

Table 2: NICE Software Versions

NOTE: This version of the NICE / IPC Unigy Active IP Recording Integration is fully
compatible with the deployment option ‘Core Server’ of NICE Trading Recording
R6.4 and higher.
IMPORTANT
NICE Trading Recording R6.3 and higher supports UTC time stamping.

IMPORTANT
Please contact your NICE representative to verify the correct version of NICE
Trading Recording.
Consult Appendix Q ‘Troubleshooting’ for contact details.

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 When applying Resilience/Redundancy within this integration, use following
versions:

Software Version Remark

2N Recording System Resilience Configured
Core Server Redundancy 2.6.0 and higher Separate kit
Requires Resilience GUI and Schema
Add-on v1.5.x
CTI Server Resilience 2.10.0 and higher Separate kit
Requires Resilience GUI and Schema
Add-on v1.5.x
Table 3: NICE Resilience Versions

When applying NICE Sentinel with this integration, use following version:

Software Version Remark

NICE Sentinel 4.1 For details, see documentation on:
http://www.extranice.com/EIS/ProductDocumentation/NICE
Sentinel/Pages/default.aspx > NICE Sentinel > Sentinel 4.1

Table 4: NICE Sentinel Versions

Intended Audience
This manual is intended for personnel – usually installation engineers –
responsible for connecting NICE Trading Recording to the IPC Unigy platform
and for configuring and operational testing of this Recording Integration.

Assumptions
It is assumed that the user of this manual has knowledge about the following:

• NICE Trading Recording version 6.x

• NICE CTI Integrations
• Active CTI IP Recording
• Windows 2008 R2

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Conditions for Installation
The following conditions are essential for a successful installation of the NICE /
IPC Unigy Active IP Recording Integration:

• The procedures as described in this manual must be performed by engineers

who have successfully completed following NICE training courses:
• NICE Recording eXpress Fundamentals
• NICE Trading Recording Advanced
or have equivalent education/experience.

• All preparations and adjustments on the IPC Unigy components must be done
by IPC qualified engineers. For this, during preparation, installation and
configuration of the NICE / IPC Unigy Active IP Recording Integration, the
presence of an IPC qualified engineer is required.

Reference Manuals
This section contains an overview of the manuals that serve as reference.

IPC Manuals
Consult the following manuals for details about the installation and use of the IPC
Unigy platform.

Manual Contents
Unigy. User Configuration Guide, How to create and configure users,
P/N: B02200190, Release: 00, July15, 2011 end users and user groups
Unigy / CyberTech Voice Recording Configuration Guide
P/N: B02200197, Release: 00, July 15, 2011
Unigy / CyberTech Voice Recording Hardware Installation
Manual
P/N: B02200181, Release: 00

Table 5: IPC Unigy Manuals

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NICE Trading Recording Manuals
Consult the following manuals for details about the installation and use of NICE
Trading Recording version 6.3.6 (or higher).

Manual Contents
NICE Recording - Installation Manual Installation and configuration procedures of NICE
Trading Recording software

NICE Recording – User Manual System configuration information for the system
administrator

NICE Recording – Maintenance System maintenance information, VoIP installation

Manual

NICE Recording – OS Hardening Operating system hardening options and policies:

Manual details of antivirus software, firewalls, and security

NICE Recording - Alarms Guide Overview of error messages: impact of the error,
possible causes, recommended actions

Parrot-DSC - Installation Manual Installation procedures of Parrot-DSC cards

Parrot-DSC - VoIP Installation Manual Installation procedures of Parrot-DSC cards for VoIP

Parrot-DSC – License Tool Manual Details on the use of the License Tool

Certified Servers Guide – NICE Details on hardware and software requirements,

Recording (NTR) – November 2014 workstation requirements, configuration types, etc.

Table 6: NICE Trading Recording R6 Manuals

NOTE: The manuals mentioned in this table are updated to the latest release of the
NICE Trading Recording software. The release version is indicated on the manual’s
front page.

When applying Resilience/Redundancy within this integration, consult following

manuals:

Manual Contents
Core Server Redundancy 2.6 - Installation and configuration of an active and a standby Core
Installation Manual Server on an integration

NICE CTI Server Resilience Installation and configuration of active and standby CTI
Manual Servers on an integration

Table 7: NICE Resilience Manuals

NOTE: Consult the NICE Trading Recording Software CD or go to the website

Extranice/Enterprise/Product Documentation/NICETradingRecording (CyberTech)
(login required) for the latest NICE manual versions (section NICE (CyberTech)).

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Conventions and Symbols
The following guidelines apply to this manual:

• The name ‘Monitor Tool’ is a shorter name for ‘CT Recording Solutions
Monitor’.
• The name ‘Programmer’ is a shorter name for ‘Parrot-DSC API Flash
Programmer’.

• The Caution symbol emphasizes system-critical information.

• The Information symbol indicates a general remark or a reference

to another document.

• The Tip symbol indicates a reference to other useful information.

• The ESD symbol indicates when ESD precautions must be taken.

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 2
Safety
This chapter describes the general safety rules and specific safety and ESD
precautions to be taken into account.

General Safety Rules

Primarily, it is important to adhere to the regulations as dictated by the local
authorities or company standards.

Because the hardware components are supplied by IPC, NICE, and one or more
third parties, refer to the respective installation manual(s) for specific safety and
security guidelines when installing the individual components.

Safety Precautions
Installation of the NICE Trading Recording system and the IPC Unigy system is a
specialist job. Only properly trained personnel are allowed to perform the tasks
related to it.

When installing hardware, be sure that you are aware of the hazards involved.
Never work on “live” equipment of which the housing or panels have been
removed.

Cabinet keys must be kept in a safe place, and be handed over for use to
authorized installation or service personnel only.

Use only the suitable tools to perform a task.

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ESD Precautions
All ICs and many other electronic components are susceptible to electrostatic
discharges (ESD). ESD can cause instant failures, but can also drastically limit the
life span of the affected part and cause unexplainable behavior of the equipment.

When handling printed circuit boards always take the following preventive
measures:

• Keep printed circuit boards as long as possible in their protective bags.

• Use an anti-ESD bracelet where required. The ESD symbol in this
manual indicates when ESD-protective measures are required.

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 3
System Description and Supported Items
This chapter describes the system components and characteristics of the NICE /
IPC Unigy Active IP Recording Integration.

It covers the following topics:

• System Description
• IPC System Elements
• NICE Trading Recording Configurations
• IPC Unigy
• Audio
• CDR
• Call Split
• Resilience/Redundancy
• Supported Resilience Types
• IPC Unigy Zone Resilience
• 2N Recording System Resilience
• Core Server Redundancy
• CTI Server Resilience
• Satellite Pooling
• Special Features
• Weighted Round-Robin
• Preferred Satellite
• Multiple CTI Server Support
• RTP Control Protocol (RTCP)
• Supported Items
• Features
• Target Types
• Metadata (IPC Unigy Call Data)
• Call Scenarios
• Codec Types

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System Description
This integrated recording system is built around the IPC Unigy platform and the
CTI Server-based NICE Trading Recording system.

Figure 1: IPC Unigy - Basic System Overview

IPC System Elements

This section describes the hardware components of the IPC Unigy platform and
the zones it is divided into.

IPC Unigy Platform

The IPC Unigy platform consists of the following basic IPC elements:

• IPC Converged Communication Manager

• IPC Unigy Media Manager(s)

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 • IPC Unigy Turrets: IQMAX, IQ/MAX Edge (100/200), Pulse;
soft turrets: IQ/MAX Sync, IQ/MAX Omni, Pulse Enterprise, Pulse Mobile
• IPC Media Gateway(s) (optional)
• IPC Session Border Controller(s) (SBC – optional)
The IPC Unigy Management System (UMS) is the application used to configure
the IPC Unigy environment.

NOTE: Installation of IPC components must be done by a qualified IPC engineer.

See section IPC Manuals on page 12 for a reference to IPC Unigy documentation.

IPC Unigy Zones

An IPC Unigy system is divided into zones, each serving maximum 500 users
(traders). A zone consists of a Converged Communication Manager, Media
Manager(s) and (optional) Media Servers. Each individual IPC Unigy zone has its
own link group consisting of one Web Service link controller and one SIP Server
link controller. The NICE / IPC Unigy Active IP Recording Integration supports
maximum 8 zones.

Within one zone each of its components can be paired with a redundant one, to
enable failover.

Refer to section ‘IPC Unigy Zone Resilience’ on page 26 for more details.

NICE Trading Recording Configurations

For the NICE / IPC Unigy Active IP Recording Integration following “roles” are
available:

• Core Server
• Recording channels
• CTI functionality
Roles can be installed in any combination. Depend on the combination of installed
roles we can distinguish various configuration types of NICE Trading Recording,
as explained below.

Multiple CTI
You can install CTI functionality on the Core Server, satellite, or a dedicated
system, up to 4 active CTI roles per active Core Server.

IMPORTANT
In an N+1 CTI Resilience configuration, you must use a dedicated CTI Server as
the standby CTI. You cannot combine a standby CTI role with another role like
Core Server or satellite.

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Configuration Types

Each configuration type requires specific hardware and software, as described in

chapter 4 ‘Requirements’ on page 39 and on page 36.

The NICE software to be installed can be found in the descriptions below.

Systems with recording channels are designated as ‘satellite’ (SAT).

NOTE: For details on the configurations (‘deployments’) and the maximum number of
channels in one recording system, consult the ‘Certified Servers Guide – NICE
Recording (NTR) – November 2014’ on ExtraNICE > Product Documentation >
Installation-Technical Guides > Installation/Technical Guides, tab HW Platforms (login
required.

Configuration 1
Configuration 1, Core Server with Recording Channels and an integrated CTI
Server, is also referred to as ‘All-in-one’ box, or ‘Small/Medium Business’
deployment (SMB). Maximum 200 active channels are supported.

Core Server/Recording Channels with integrated CTI Server

• NICE Trading Recording software version 6.3.6 (or higher)
• NICE / IPC Unigy Active IP Recording Integration software
• Parrot-DSC Cards*: see sections on pages 37 and 41
* Only if Parrot-DSC based licensing is required

Configuration 2
Configuration 2 is a Core Server with integrated CTI Server and separate
recording satellite(s). It is also referred to as ‘Semi-distributed’ deployment.

The maximum number of active recording channels per satellite depends on the
type of codec used:

• Codec G.711: 1000 channels.

• Codec G.729 (or mixed codec types) 500.
The maximum number of active channels in one recording system is 1500.

Core Server with integrated CTI Server

• NICE Trading Recording software version 6.3.6 (or higher)
• NICE / IPC Unigy Active IP Recording Integration software
Satellite(s)
• NICE / IPC Unigy Active IP Recording Integration software
• Parrot-DSC Cards*: see sections on pages 37 and 41
* Only if Parrot-DSC based licensing is required

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 NOTE: For resilience purposes an additional satellite can be included in the recording
system.

Configuration 3
Configuration 3 consists of a Core Server with separate CTI Server and separate
satellite(s), and is also known as “Fully Distributed” deployment.

The maximum number of active recording channels per satellite depends on the
type of codec used:

• Codec G.711: 1000 channels.

• Codec G.729 (or mixed codec types) 500.
The maximum number of active channels in one recording system is 4000.
However, the integration can have max. 8000 channels when satellite pooling is
applied. In such a case, 4000 channels are standby to take over when a satellite fails.

Core Server (without channels)

• NICE Trading Recording software version 6.3.6 (or higher)
• NICE / IPC Unigy Active IP Recording Integration software
CTI Server
• NICE / IPC Unigy Active IP Recording Integration software
Satellite(s)
• NICE / IPC Unigy Active IP Recording Integration software
• Parrot-DSC Cards*: see sections on pages 37 and 41
* Only if Parrot-DSC based licensing is required

Configuration 4
Configuration 4 is a Core Server with Recording Channels and a separate CTI
Server. Maximum 200 active channels are supported.

Core Server/Recording Channels

• NICE Trading Recording software version 6.3.6 (or higher)
• NICE / IPC Unigy Active IP Recording Integration software
• Parrot-DSC Cards*: see sections on pages 37 and 41
CTI Server
• NICE / IPC Unigy Active IP Recording Integration software
* Only if Parrot-DSC based licensing is required

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 Configuration 5
Configuration 5 has a Core Server with separate satellites and CTI on a satellite.

The maximum number of active recording channels per satellite depends on the
type of codec used:

• Codec G.711: 1000 channels.

• Codec G.729b (or mixed codec types) 500.
The maximum number of active channels in one recording system is 1500.

Core Server (without channels)

• NICE Trading Recording software version 6.3.6 (or higher)
• NICE / IPC Unigy Active IP Recording Integration software

Satellite with integrated CTI

• NICE / IPC Unigy Active IP Recording Integration software
• Parrot-DSC Cards*: see sections on pages 37 and 41

Satellite(s)
• NICE / IPC Unigy Active IP Recording Integration software
• Parrot-DSC Cards*: see sections on pages 37 and 41
* Only if Parrot-DSC based licensing is required

IMPORTANT
NICE Trading Recording software is not installed on the satellites!

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IPC Unigy Active CTI IP Recording
This recording integration supports Active CTI IP Recording. The following figure
visualizes the corresponding call and audio flows (configuration 3 in this example).

Figure 2: NICE / IPC Unigy Active IP Recording Integration

The NICE Trading Recording system receives audio directly from the turrets, or
through the Media Manager(s) which are present in case of ‘soft’ turrets. CTI
events are received from the IPC Converged Communication Manager.

A SIP Server is part of the CTI server and functions as the link controller for SIP
sessions. For RTCP see section ‘RTP Control Protocol (RTCP)’ on page 30.

NICE - IPC Unigy Active IP Integration Manual 2.2.docx 23

Audio
A trader can log on to one turret at a time. When the trader logs on, the IPC
Converged Communication Manager (CCM) sends a ‘logon’ event to the recording
system via the Web Services link. This WS link uses the HTML/XML protocol to
forward information about the turret’s recording profile: turret channels to be
recorded, channel mix, duplicate streams to allow for lossless recording (see 2N
Recording System Resilience on page 26).

The recording system sets up a SIP session, one session for each of the turret’s
audio end points.

Audio end points

The number of audio end points of a turret is determined by its mixing
configuration: the turret mixes audio from several speaker lines into one audio
stream (‘audio end point’). As a standard, 2, 4, or 8 lines can be mixed.

At the start of a SIP session, the SIP server informs the CCM about the destination
(IP address and port) for the audio end point. This destination is fixed during the
whole logon period of the trader. In case of failure, the recording system can
notify the turret to move its recording stream to another satellite.

Channels are assigned by the Call Controller. They are configured to be VOX
(“voice operated exchange”) triggered.

CDR
The CTI Server subscribes to the events from the IPC Converged Communication
Manager (CCM). These events, for all handset, microphone and speaker line
activities are sent from the CCM to the CTI Server, via the SIP Server link
controller. When a call is started, the IPC CCM sends the start data of the call to the
CTI server; it sends the end data when the call is finished.

The CTI Server generates Call Data Records (CDR), separate from the audio.
These records are linked to individual recordings based on channel ID and
start/stop time. Additionally, the CTI server adds extra call information to each
recording (target ID and channel type), which is triggered by the satellite’s channel
start events.

By default the CDR data of merged lines are separated. If the function ‘Merge
speaker calls’ is enabled, CDR entries of all merged speaker lines are no longer
separated, but they are merged in accordance with the IPC mixing scheme.

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Call Split
Since speaker and handset lines can be open for a long time, with long periods of
silence, the turret uses silence suppression on the audio streams. Audio is streamed
(and recorded) only when there actually is audio on a line. Nevertheless, an audio
stream can be very long. For this reason, the system cuts it into 15 minutes’ audio
segments. Each segment is handled as a call. You can change the segment size, if
required. For instructions, see Appendix G ‘Changing Default Settings’, section
Configuring Call Split (VOX).

Also the Call Data Records of long speaker calls can be split into smaller segments.
This is set in the parameters of the Link Controller. See chapter 7, section
‘Configuring the Link Controllers’ > ‘General Link Settings’ on page 81.

CDR entries of handset devices are not split.

Resilience/Redundancy
Resilience can be defined as the ability to provide and maintain an acceptable level
of service in the case of problems and failures during normal operation.

Several resilience options exist, to ensure recording is continued even when part
of the hardware or software is failing. Resilience uses “redundancy” of hardware
and software, which means that critical components are duplicated. The
redundant components serve as a standby or backup to take over whenever the
active ones fail.

In NICE Trading Recording integrations two levels of resilience are distinguished:

• Active<>Standby (N+1), which comprises Satellite Pooling, CTI Server

Resilience and Core Server Redundancy
• Active<>Active (Duplicate system), which provides 2N type of recording:
2N Satellite Resilience or a secondary recording system.

Supported Resilience Types

This section describes following resilience types, all are supported by the NICE /
IPC Unigy Active IP Recording Integration:

• IPC Unigy Zone Resilience

• 2N Recording System Resilience
• Core Server Redundancy (version 2.6.0 and higher)
• CTI Server Resilience (version 2.10.0 and higher)
• Satellite Pooling
Strictly speaking this is no form of resilience, but can be used as such.

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IPC Unigy Zone Resilience

In order to provide facilities for high availability and resilience, IPC Unigy zones
can fail over to each other (stateless failover), or can be equipped with pairs of
components: Converged Communication Manager, Media Manager and Media
Gateway (if applicable). If the active component fails, the standby takes over
(stateful failover).

Below you find a summary. For details, refer to Appendix J, section ‘IPC Unigy
Zone Resilience – Failover Behavior’ on page 183

Stateless Failover (Zone Failover)

Resilience can achieved without redundancy of components in a zone. In such a
case, zones fail over to each other.

When a component in a zone fails, the trader is logged out. Web Service sessions
with the NICE Trading Recording system are timing out, causing all SIP (audio)
connections to close down. The trader has to manually log in again, being re-
directed to the standby component. When the NICE Trading Recording system
receives the logon from the IPC Converged Communication Manager, it sets up
new SIP sessions to continue recording from the standby component.

During a (configurable) period of 30 seconds, the NICE Recording system waits

for the IPC environment to realize the failover scenario. The information on the
status of the traders during this period is lost (hence ‘stateless’ failover).

Stateful Failover
In the Stateful failover mode, a zone consists of active and standby components,
which have the same virtual IP address.

In this mode, the standby component takes over without trader sessions and
recording being affected (“stateful”). Web Service and SIP sessions are not
interrupted. The traders do not experience
downtime, and do not need to manually logon
again.

2N Recording System Resilience

2N Recording System Resilience, or 2N Recording

for short, involves two complete recording
systems, recording two identical audio streams.
This ensures lossless recording whenever a system
component (and consequently, the system) fails.
Both recording systems are connected to the same
IPC zone(s). They are distinguished as “primary”
and “secondary”, but there is no functional
difference. They are both active and record
independently from each other. It is also possible
to connect two recording systems to two zones. In

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 such a case, each recording system must have sufficient capacity to handle both
zones when the other system fails.

In the recording profile of a turret, each mix of devices is available in duplicate: as

a “first” and a “second” audio stream. The “primary” recording system filters out
all “first” audio streams for recording, the “secondary” all “second” streams. As a
result, all audio and call data will be available in duplicate.

No failover mechanism is required. In case one recording system fails, the other
continues recording. All audio and call data are still available. For details, refer
to Appendix J ‘Resilience and Failover’, section 2N Recording System Resilience.

2N Recording is achieved by installing two completely configured recording

systems in one NICE / IPC Unigy Active IP Recording Integration. A specific ‘Link
parameter’ in the ‘General Link Settings’ (see page 83) defines if the recording
system is “primary” or “secondary”.

From IPC Unigy side, 2N Recording is supported:

• For IQ/MAX and IQ/MAX Edge turrets: IPC Unigy 2.0 and higher
• For all other turret and soft client types IPC Unigy 2.0.1 and higher

Core Server Redundancy

Core Server Redundancy (CSR) is installed as an add-on package. It replicates the

database of an active Core Server to a standby one. It monitors the Core Server’s
status and switches to the standby Core Server when the active one fails. In such a
case, satellites and CTI Servers automatically fail over to the standby Core Server.

Working principle, installation and configuration are described in the Core Server
Redundancy 2.6 - Installation Manual.

CTI Server Resilience

N+1 CTI Server Resilience offers installation of a second (standby) CTI Server. It is
installed as an add-on package on both CTI Servers in the recording integration.
When the first (active) CTI Server fails, the resilience application will stop its call
controller, and activate the call controller of the standby CTI Server.

The standby CTI Server completely takes over the role of the failing one. This
minimizes downtime.

Failover is triggered by the alarming system in accordance with the defined alarm
profile.

Multiple CTI Servers can be defined in the NTR Web GUI. Standby CTI servers
are not configured manually. When an active CTI Server fails over, the standby
takes over its configuration.

For details on installation, configuration and operation of CTI Server Resilience,

consult the NICE CTI Server Resilience Manual.

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 For impact of CTI Server failover on calls in progress, see Appendix J ‘Resilience
and Failover’

Sticky Channels
The ‘Sticky Channels’ feature prevents the audio from being interrupted in case of
CTI Server failover.

During normal operation, the standby CTI Server is synchronized to the channel
reservations (both active and historic) of the active CTI Server. As a result, the
standby CTI Server provides the same audio destinations as the active CTI Server.
Upon failover, the recorder can continue sending the audio stream to its last
known audio destination.

Satellite Pooling

The NICE / IPC Unigy Active IP Recording Integration has a specific form of
resilience, known as “Satellite Pooling”.

This integration uses dynamic channel assignment, starting at the channel with the
lowest ranking number. The channels of a failing satellite are skipped, and those of
the next satellite in line are used. Failover is triggered by loss of connection
between CTI Server and satellite, not by alarms or a failing recording service.

Calls in progress on the failing satellite are re-directed to the channels of the next
available satellite. In such a case, the audio recording consists of two parts, on
different channels. For details, see Appendix J ‘Resilience and Failover’.

The audio player of the Web GUI shows a remark about the channel numbers
when such a call part is being replayed. For details, refer to Appendix I ‘Automatic
Call Remarks in Web GUI’

After re-commissioning and re-connecting, the failed-over satellite is available for

dynamic channel assignment again. Re-directed calls are kept on the satellite that
took over.

No additional software is required, only an additional satellite with the appropriate

VoIP licenses. You can define multiple channel groups; failover will occur within
one channel group.

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Special Features
Weighted Round-Robin
The feature ‘Round Robin’ ensures calls (of one channel group) are assigned
consecutively to each satellite of the group, from satellite 1 to n, and then starting
over again. Channels are assigned dynamically to the satellites with the highest
amount of free channels.

In Weighted Round Robin, the calls are assigned to the satellites in accordance
with a ratio, which is calculated at the start of every cycle. The amount of free
channels of each satellite in the channel group is divided by the amount of the
satellite that has the least free channels.

Weighted Round Robin can be set when configuring a link group. It is opposed to
the (default) setting ‘Ascending’, meaning that all channels of a previous satellite
must be assigned before the next satellite is used. For this, refer to section
‘Configuring a Link Group’ on page 86.

If the feature ‘Preferred Satellite’ is configured, Weighted Round Robin evens out
the load within the group of preferred satellites.

Preferred Satellite
The feature ‘preferred satellite’ allows you to define
on which satellite the calls of a trader are recorded,
using a set of preconfigured ‘routing rules’.

A routing rule checks a specific type of metadata of

the trader, which is received at logon, such as
‘Device Location’, ‘Trader ID’, etc. Based on the
value of this metadata, the rules decide which satellite is the preferred one for that
trader, and a channel of that satellite is assigned to the call.

This can be required, for instance, when there are satellites of one NICE Trading
Recording system in different locations (offices). In such a case calls often have to
be recorded at the same location as they were made, to save bandwidth on the
network.

Rules are grouped in a route profile, which is assigned to one or more link groups
that share the same channel group. A link group can have only one route profile.

One rule can include multiple preferred satellites. All satellites not included in a
rule, become part of the default rule, which is executed if no other rule is hit.

Preferred satellites must be located in the same time zone as the CTI server they
are connected to, to ensure UTC time stamping is working properly.

For more information on the working principle of ‘Preferred Satellites’,

see Appendix N. Instructions for configuration are included in chapter 7.

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Multiple CTI Server Support
The NICE / IPC Unigy Active IP Recording Integration supports multiple CTI
Servers. Maximum 4 CTI Servers can be integrated with one Core Server.

All CTI Servers function independently from each other. Each CTI Server has its
own call controller, link controllers and link group(s). They can be defined and
configured in the NTR Web GUI.

Link groups that share channel groups and satellites must be hosted on the same
CTI Server.

There are several ways the Multiple CTI Server feature can be used. Multiple CTI
support can also be used for resilience purposes: 1 Active and 1 Standby CTI
Server, or 2 Active and 2 Standby CTI Servers (so-called “N+1 CTI Server
Resilience see page 27).

RTP Control Protocol (RTCP)

The RTP Control Protocol (RTCP) provides out-of-band control information and
statistics for an RTP stream. Out-of-band means the RTCP stream is transmitted
separately from the RTP.

In this integration, RTCP is used to monitor the quality of the audio recordings, by
comparing the numbers of sent and received RTP packets. A packet is a formatted
unit of data.

At regular intervals, the integration’s RTCP component receives information from

the audio sources (turrets and Media Managers) about the number of packets that
they have sent for each RTP stream. The RTCP component compares this with the
number of packets received by the recorder(s). This information is provided by
the recorders’ VoIP firmware. Packet loss is an indication of reduced audio quality.

The difference between the numbers of sent and received packets is called (audio)
stream loss and is shown in %. If the stream loss exceeds a defined limit
(configurable, default 10%) until the end of the alarm interval, an alarm will occur.
For details, see NICE Recording - Alarms Guide, section ‘95xx – Satellite
Controller’.

RTCP is installed by the setup, copying files to the DLL folder and setting a (new)
value in the VoIP INI file(s). For details and instructions o manually configure the
settings, refer to Appendix G, section Changing RTCP Settings.

From IPC Unigy side, RTCP is supported:

• For IQ/MAX and IQ/MAX Edge turrets: IPC Unigy 2.0 and higher
• For all other turret and soft client types: IPC Unigy 2.0.1 and higher.
Soft client IQ/MAX Sync does not support RTCP.

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Supported Items
This section describes the items that are supported by the NICE / IPC Unigy
Active IP Recording Integration. They are:

• Features
• Target types
• Metadata (IPC Unigy Call Data)
• Call scenarios
• Codec Types
In the tables below, supported items are marked with a ‘’. Non-supported items
have a hyphen (-).

Features
The table below lists the specific features that are supported.

Feature Supported Remarks

Speaker Mix  Mixes by 2, 4 and 8

Multiple Time Zones - Core Server  Core Server is allowed to be in a different

time zone from CTI and satellites
Multiple Time Zones – - The CTI Server and the satellites must be
CTI <> satellites located in the same time zone

Playback via Turret -

Targets (traders) 
Targets (traders) - NDR enabled 
Record on Demand  Call recordings stopped or started on demand
are marked and annotated in the Web GUI.
For details, refer to Appendix I ‘Automatic
Call Remarks in Web GUI’.
Single Sign On  Enables Administrators to have direct access
to the Web GUI after logging in on the IPC
Unigy System, without additional logon (NICE
Trading Recording R6.2.10 and higher).
Universal Time Coordinated (UTC)  UTC timestamp is added to the CDR entry by
the Core Server, after the CDR and VOX
records have been inserted in the database.

Table 8: Supported Features

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Target Types
The following target types are supported:

Target type Supported Remarks

Trader ID 
Table 9: Supported Target Types

Metadata (IPC Unigy Call Data)

The following Extrafields or ‘IPC call data’ are supported:

Name Supported DB Field Type Size Remarks

All Parties  CVSC00 Text 255

Channel Type  CVSC01 Text 255 Recorded device: Left Handset, Right
Handset, Speaker
Trader ID  CVSC02 Text 255
Last Cause  CVSC03 Text 50 Last call status
Device Location  CVSC04 Text 50 Physical location (e.g. office) of the turret
User Name  CVSC05 Text 50 User name of the trader
Audio Quality  CVSC98 Text 50 % of packets received by the firmware

Table 10: Supported Call Data

NOTE: The metadata ‘Device Location’ (CVSC04) and ‘User Name’ (CVSC05) can be
used as criteria to configure preferred satellites. Both are sent to the recording system
as part of the log-on data of a trader.

Call Scenarios
The following scenarios for call recording are supported:

Scenario Supported Remarks

Inbound call 
Outbound call 
Internal call 
Barge-In call 
Retrieved calls  Retrieved from a transfer attempt

Hold during open calls 

Transfer Calls – Outbound transferred call 
Transfer Calls – Inbound transferred call 
Transfer Calls – Internal transferred call 

NICE - IPC Unigy Active IP Integration Manual 2.2.docx 32

 Scenario Supported Remarks

Transfer Calls – Transfer transferred call 

Conference Calls - Inbound 
Conference Calls - Outbound 
Conference Calls - Internal 
Switching between handsets 
Speaker calls – Inbound calls 
Speaker calls – Outbound calls 
Table 11: Supported Call Scenarios

Codec Types
The following codec types are supported:

Codec Supported Remarks

G.711 A-law 
All turrets.
G.711 μ-law  Soft clients: IPC Unigy 2.0.1 and higher.
G.711 VAD 
G.711.0 -
G.711.1 -
G.729 
Only for Soft clients IPC Unigy 2.0 and lower.
G.729A 
Other codec types -
Table 12: Supported Codec Types

NOTE: Codec G.711 requires the following settings: 8 kHz sample frequency, 8 bit
sample resolution, and 64 kbit/s line bandwidth.

IMPORTANT
If codec G.711 is used, the maximum number of active channels per satellite is
1000.
In case of codec G.279, the maximum number of channels per satellite is 500.

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 <BLANK PAGE>

NICE - IPC Unigy Active IP Integration Manual 2.2.docx 34

 4
Requirements
This chapter describes the requirements that are applicable to the NICE /
IPC Unigy Active IP Recording Integration.

It covers the following topics:

• Requirements for Hardware Components

• IPC Hardware Requirements
• NICE Trading Recording Hardware Requirements
• Parrot-DSC Cards
• Network Latency
• Software Requirements
• NICE Trading Recording Components
• Operating Systems
• Workstation
• Licensing
• IPC Licensing
• NICE Licensing

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Requirements for Hardware Components
IPC Hardware Requirements
For requirements of IPC Unigy hardware and software, refer to the information
supplied by IPC.

NICE Trading Recording Hardware Requirements

This section describes the minimum server hardware requirements per
configuration type on CTI Server, Core Server, and satellites. For details of ‘NICE
Trading Recording Configurations’, refer to the section on page 19.

NOTE: The specifications below are generic and indicative. They are also determined
by the number of channels and the call load. Depending on the number of targets, a
faster processor type or a second processor for the separate CTI server can be
required.
For detailed information on hardware requirements, consult the ‘Certified Servers
Guide – NICE Recording (NTR) – November 2014’ on www.extranice.com >
Enterprise > Product Documentation > NICE Trading Recording (CyberTech), section
Installation/Technical Guides (login required), or contact the NICE Presales
department.

Server Hardware
Configuration 1
Following minimum hardware requirements apply specifically to configuration 1,
Core Server with Recording Channels and an integrated CTI Server (“All-in-One”
box, or SMB), up to 200 channels.

• Processor: 1 x Intel Xeon Quad Core 2.53 GHz, or

1 x Intel Xeon Hexa Core 2.0 GHz
• Internal Memory: 32 GB RAM (< 75M calls)
64 GB RAM (75M - 150M calls)
128 GB RAM (> 300M calls)
plus 0.5 GB per additional Link Controller

Other Configurations
• Core Server (configuration 3, ‘Fully Distributed’):
• Processor: 1 x Intel Xeon Quad Core 2.53 GHz, or
1 x Intel Xeon Hexa Core 2.0 GHz
• Internal Memory: 32 GB RAM (< 75M calls)
64 GB RAM (75M - 150M calls)
128 GB RAM (> 300M calls)
• Core Server with recording channels
• Processor: 2 x Intel Xeon Quad Core 2.53 GHz
• Internal Memory: see Core Server

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 • Core Server with integrated CTI Server (configuration 2, ‘Semi-distributed’):
• Processor: 1 x Intel Xeon Quad Core 2.53 GHz, or
1 x Intel Xeon Hexa Core 2.0 GHz
• Internal Memory: see Core Server
• Dedicated CTI Server:
• Processor: 1 x Intel Xeon Quad Core 2.4* GHz, or
1 x Intel Xeon Hexa Core 2.4 GHz
• Internal Memory: 4 GB RAM plus 0.5 GB per additional Link Controller
*The CPU speed of the CTI server depends on the amount of load generated.
When running the system at maximum performance, 3 Ghz is required.

• Satellite
A distinction is made between configurations in which up to 250, 500 and
1000 channels can be monitored.
Up to 250 channels:

• Processor: 1 x Intel Xeon Dual Core 2.4 GHz (G.711/GSM)

1 x Intel Xeon Quad Core 2.4 GHz (G.711/True Speech)
1 x Intel Xeon Quad Core 2.9 GHz (other/GSM, True
Speech)
• Internal Memory: 4 GB RAM
Up to 500 channels:

• Processor: 1 x Intel Xeon Quad Core 2.4 GHz (G.711/GSM)

1 x Intel Xeon Octo Core 2.4 GHz (G.711/True Speech)
1 x Intel Xeon Quad Core 2.9 GHz (other/GSM)
1 x Intel Xeon Octo Core 2.9 GHz (other/True Speech)
• Internal Memory: 6 GB RAM
Up to 1000 channels:

• Processor: 1 x Intel Xeon Quad Core 2.4 GHz (G.711/GSM)

1 x Intel Xeon Octo Core 2.4 GHz (G.711/True Speech)
1 x Intel Xeon Quad Core 2.9 GHz (other/GSM)
1 x Intel Xeon Octo Core 2.9 GHz (other/True Speech)
• Internal Memory: 6 GB RAM
IMPORTANT
Configurations with > 500 channels per satellite require the consent of Product
Management.

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Required Disk Space

This section lists the minimum disk space requirements for storage of the recorded
audio. The calculations are based on the default GSM compression (13 Kb/s).

The formulas use following factors:

• Channels: total number of channels in the NICE / IPC Unigy Active IP Recording
Integration (content location) or on a satellite (recording buffer location)
• Login hours per day: duration of a working day, presuming a Trader is logged in
continuously
• Days till archiving: number of days the audio is stored on the Core Server,
before it is transferred to the archive
• Max. days without Core Server connection: the maximum number of days the
satellite is allowed to operate without moving audio to the content location
• Usage ratio: part of the total login time a channel is actually in use, in decimals
between 0 and 1
• 7 MB: space required on one channel for 1 hour of recording

Core Server
• Content location (for storage of recorded audio files until they are archived):

Total content location size (MB) = channels * login hours per day * days till
archiving * usage ratio * 7

A typical example:
500 * 8 * 60 * 0.25 * 7 = 420,000 MB (= 410.15 GB). Have 500GB available.

Satellites
• Recording buffer location (for temporary storage of recorded audio files until
they are moved to the content location):

Total Recording buffer location size (MB) = channels * login hours per day *
max. days without Core Server connection * usage ratio * 7

A typical example:
500 * 8 * 2 * 0.25 * 7 = 14,000 MB (= 13.67 GB). Have 20GB available.
• Log file location: the amount of (extra) space that needs to be reserved for the
log files is 5 MB per channel. The formula is:

Total log file size (MB) = 5 x [number of channels]

For example, for 500 channels you calculate 2.5 GB space.

Log files of the CTI Processor are zipped per hour.

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Parrot-DSC Cards

In Active CTI IP Recording, Parrot-DSC cards are only used to accommodate the
license(s).

Next to this, virtual or ‘soft’ licensing is available. When ‘soft’ licensing is used, no
Parrot-DSC cards are required.

NOTE: Parrot-DSC cards are installed on the server(s) with recording channels. It is
not possible to insert Parrot-DSC cards on a Dedicated CTI Server.

TIP: Consult the ‘NICE Recording – Maintenance Manual’, and the ‘Parrot-DSC - VoIP
Installation Manual’ for details of Parrot-DSC Cards.

Network Latency
The maximum allowed network latency between any components of the NICE /
IPC Unigy Active IP Recording Integration is 150 milliseconds.

Latency exceeding the maximum value has impact on the synchronization of

stop/start times of CDR records with the stop/start times of the VOX records.

Software Requirements
This section lists the minimum software requirements that apply to the server
components of the NICE Trading Recording Configurations as described on page 19.

NICE Trading Recording Components

All software required to install the complete NICE / IPC Unigy Active IP
Recording Integration on the NICE Trading Recording components, is mentioned
in chapter 5, section ‘Required Firmware and Software’ on page 48.

NOTE: If you want to use the Core Server and/or satellites as workstations, they must
also comply with the Workstation software requirements (see section below).

IMPORTANT
Use dedicated servers for NICE Trading Recording and its integrations. Install
only programs and applications that are explicitly mentioned in NICE manuals.
Installing other software leads to lower performance or even malfunctioning of
NICE Trading Recording and its integrations.
For details of antivirus software, firewalls, and security, see the NICE Recording – OS
Hardening Manual

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Operating Systems
The following operating systems are supported:

Version Edition Bits

Windows Server 2008 Foundation (R2) 64
Windows Server 2008 Standard (R2) 64
Windows Server 2008 Enterprise (R2) 64
Windows Server 2008 Data Center (R2) 64

Table 13: Windows Server Support

IMPORTANT
For configurations with 500 channels or more, Windows Server 2008 R2
Foundation is not sufficient. Use one of the other editions.

IMPORTANT
Non-supported operating systems may cause system instability and/or poor
system performance. If so, NICE Systems cannot be held responsible for
malfunctioning.

Workstation
The client workstations require the following to run the NTR Web GUI:

• Microsoft Internet Explorer IE 7.0, 8.0 or 9.0

• JavaScript enabled (for real-time play of calls in progress)
• MS Silverlight (for replay of recorded calls)
• Minimum screen resolution of 1024x768 for correct display
For details of the NTR Web GUI, refer to ‘Appendix D Additional Procedures.

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Licensing
The NICE / IPC Unigy Active IP Recording Integration requires specific licenses.
They are described in the sections below.

IPC Licensing
For recording purposes, no specific IPC licenses are required.

NICE Licensing
The following NICE licenses are required:

• CyberTech 6 license for NICE Trading Recording 6.3.6 (or higher) (field Data2).
• VoIP licenses for the required number of VoIP recording channels (field
Data4/Data5). One instance of a VoIP license is up to 250 channels. For a
satellite with 251 -500 channels 2 instances of a VoIP license are required.
The VoIP licenses include the use of codec G.711. Each recording channel using
a different codec requires an additional separate license (‘concurrent
licensing’).

• Licenses for the use of codec G.729. See field Data8/Data9.

• Link Controller license
• IPC Web Services Link Controller license. When installed, this license is
represented as string ‘801D’ in the field Data12. Decimal 32797.
• IPC SIP Server Link Controller license. When installed, this license is
represented as string ‘801F’ in the field Data12. Decimal 32799.
• Field Data13: the ‘CTI Channels’ license must always be 5000.
• If a type of Resilience is applied, the corresponding resilience license is
required. See field Data20 in the License window.
• Field Data22: 0001 MRS enablement license: 1 per Core Server (for NICE
Fusion). Required for 2N Recording System Resilience.
• Field Data24 indicates the licensed number of IPC Web Services and SIP
Server Link Controllers. It shows a 4-digit string. The second digit of the string
in this field show the number of link controllers of the type indicated in
Data12. The third and fourth digits are not used, and show 0.
Example: ‘0200’ means: 2 link controllers of the specific type.

On the basis of field Data24, the system verifies if the number of link
controllers corresponds with the licensed quantity. Only enabled link
controllers are claimed, no matter if they are functional or not. For details, see
chapter 7, section ‘Configuring the Link Controllers’ > ‘General Link Settings’.

You can verify the license information in the Maintenance Tool (see below), or
License Tool (Parrot-DSC based licenses only).

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 Verifying License Information
When installed, you can verify the license information in the Maintenance Tool
as follows:
1. Open the Maintenance Tool (Windows Start > (All) Programs > CyberTech >
Parrot API > Maintenance Tool).

NOTE: In the Maintenance Tool, the VoIP instance is referred to as ‘board’.

2. In the initial window select Settings > Board (not shown here). In the Board
number window, select the ‘Board’ of this VoIP instance (PrtVOIP0.ini = Board 1).

3. In the Input section, type show_license or showl. The license information

appears in the Output section.

Figure 3: License Information in Maintenance Tool

Location of Licenses

In NICE Trading Recording, licenses are accommodated by Parrot-DSC cards,

which are installed on the systems that have recording channels.

From version R6.1 onwards, virtual or ‘soft’ licensing is available.

• Virtual license dongle (the license bound to a specific system)

• USB license dongle (the license is bound to the USB dongle)
Virtual or USB dongle licenses are held by the PrtVOIPx.ini file, one for each VoIP
instance (max. 250 channels). Each PrtVOIPx.ini file requires a corresponding
DLL file. These files are installed on all systems with recording channels. No
Parrot-DSC cards are required.

Satellites with 4 VoIP instances (1000 channels) can have virtual licensing only.

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 One Parrot-DSC card or one PrtVOIPx.ini can accommodate a VoIP channel
license in combination with a license for the IPC Web Services Link Controller or
a license for the SIP Server Link Controller.

The subsections below describe on which cards or in which INI files the licenses
are located.

Configurations 1 and 4
Configurations 1 (All-in-One) and 4 Core Server with Recording Channels and a
separate CTI Server require 2 Parrot-DSC cards or 2 PrtVOIPx.ini files.

Parrot based license Virtual or USB dongle license

Card 1 Card 2 PrtVOIP0.ini PrtVOIP1.ini
IPC SIP Server Link IPC Web Services IPC SIP Server Link IPC Web Services Link
Controller license Link Controller license Controller license Controller license
VoIP license VoIP license
(1 instance) (1 instance)

Configuration 2, 3 and 5
In configuration 2 (Core Server with integrated CTI Server and separate recording
satellite(s)), 3 (Core Server with separate CTI Server and separate satellite(s)), and 5
(Core Server with separate satellites and CTI on a satellite), the Parrot-DSC cards
are installed on the satellites. The number of cards/INI files and licenses depend
on the number of satellites, and the number of instances per satellite.

Single satellite (up to 500 channels)

Parrot based license Virtual or USB dongle license
Card 1 Card 2 PrtVOIP0.ini PrtVOIP1.ini
IPC SIP Server Link IPC Web Services IPC SIP Server Link IPC Web Services Link
Controller license Link Controller license Controller license Controller license
VoIP license VoIP license VoIP license
st nd
(2 instances) (1 instance) (2 instance)

Single satellite (up to 1000 channels)

Virtual or USB dongle license
PrtVOIP0.ini PrtVOIP1.ini PrtVOIP2.ini PrtVOIP3.ini
IPC SIP Server Link IPC Web Services
Controller license Link Controller license
VoIP license VoIP license VoIP license VoIP license
st nd rd th
(1 instance) (2 instance) (3 instance) (4 instance)

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 Multiple satellites (up to 500 channels per satellite)
Parrot based license
Satellite 1 (1 card) Satellite 2 (1 card) Remaining satellites (1 card each)
IPC SIP Server Link IPC Web Services Link
Controller license Controller license
VoIP license (2 instances) VoIP license (2 instances) VoIP license (2 instances)

Virtual or USB dongle licence

Satellite 1 Remaining satellites (per satellite)
PrtVOIP0.ini PrtVOIP1.ini PrtVOIP0.ini PrtVOIP1.ini
IPC SIP Server Link IPC Web Services Link
Controller license Controller license
VoIP license VoIP license VoIP license VoIP license
st nd st nd
(1 instance) (2 instance) (1 instance) (2 instance)

Multiple satellites (501 to1000 channels per satellite)

Virtual or USB dongle license
Satellite 1
PrtVOIP0.ini PrtVOIP1.ini PrtVOIP2.ini PrtVOIP3.ini
IPC SIP Server Link IPC Web Services Link
Controller license Controller license
VoIP license VoIP license VoIP license VoIP license
st nd rd th
(1 instance) (2 instance) (3 instance) (4 instance)
(table continued)
Virtual or USB dongle license
Remaining satellites
PrtVOIP0.ini PrtVOIP1.ini PrtVOIP2.ini PrtVOIP3.ini

VoIP license VoIP license VoIP license VoIP license

st nd rd th
(1 instance) (2 instance) (3 instance) (4 instance)

Licenses are loaded during setup (virtual licensing) or using the License Tool (Parrot-DSC
Based Licensing, see Appendix O).

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 5
Prerequisites
This chapter describes the preconditions that must be met before you start
installing and configuring the components of the NICE / IPC Unigy Active IP
Recording Integration.

The following topics are covered:

• Customer Site Prerequisites

• Customer Prerequisites
• IPC Prerequisites
• NICE Prerequisites
• Required Firmware and Software
• Preparatory Steps
• Procedures
• Procedure P01
• Procedure P02
• Checking Network Time Protocol Synchronization

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Customer Site Prerequisites
Customer Prerequisites
Before you can start the installation process, the customer must have made a
number of arrangements, and have provided you with necessary information.

Hardware for recording:

 The hardware to be used for installing the NICE / IPC Unigy Active IP
Recording Integration meets the requirements, as stated in the Certified
Servers Guide – NICE Recording (NTR) – November 2014.
 All required servers allocated
 Accounts for logging on to the servers allocated.
The installation account must be local administrator.
 All satellites must be in the same time zone as the CTI Server they are
connected to. This is required for UTC time stamping to function properly.

Required information available:

 IP addresses of IPC Converged Communication Manager.
 If applicable, all details required to properly configure ‘Preferred satellite’, such
as satellite locations, Trader IDs, device locations, user names, etc. See also the
Number types mentioned in Configuring Preferred Satellites on page 96.
 Windows account and password for Network Time Protocol services, and the
IP address(es) of the NTP server(s) used at the customer’s site. This must be
accessible for all NICE Trading Recording and vendor systems.
 Listing of Fully Qualified Domain Names (FQDN) for soft licenses.
 A number of Trader IDs (targets) for pre-production testing. If preferred
satellite is applied, also Trader IDs from different device locations.
 The number of channels per instance. This can be found in the license e-mail
the customer received (field Data7).

Network configuration:
 The Domain Name System (DNS) is properly configured and functional.
Verify this with the System Administrator.
If it is not, you have to update the hosts files of all servers in the recording
system (see Appendix K Update Hosts Files). Chapter 8‘Pre-production
Testing’, section ‘Verifying the CTI Connectivity’ describes the steps to check
the DNS, after installation of the recording integration.

 Network latency does not exceed the maximum. Refer to chapter 4, section
‘Network Latency’.
 The firewall must be open for ports mentioned in the Open Port Configuration
(see Appendix C ‘Site Survey’ on page 134).
 Antivirus exclusion configured as described in the NICE Recording – OS
Hardening Manual.

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 IMPORTANT
Make sure these preconditions are in place. An improperly configured network
leads to poor performance or malfunctioning of the recording integration.

If you are upgrading, or have two or more concurrent integrations:

 Check if the number of calls in the database exceeds 1,000,000.
You must manually update the database if
• you install the integration next to an existing one, or
• perform an upgrade of the NICE / IPC Unigy Active IP Recording Integration,
and it has custom database fields that were configured by the customer.
If the database contains less than 1 million calls, you can use NICE Trading
Recording to update it. If it has more calls, you must use MySQL scripts for this.

Manually updating the database is a time-consuming task, depending on the

number of fields to be added or modified. Next to this, saving changes to the
database and/or the execution of scripts takes 15 - 20 minutes per one million calls
in the database (16 hrs for 50M calls).

Take this additional time into account when planning your installation activities.
For details and instructions, refer to Appendix M ‘Manually Adding Database Fields’.

IPC Prerequisites
Before you install the components of the NICE / IPC Unigy Active IP Recording
Integration, be sure to have verified the following preconditions on the ‘IPC side’
of the configuration.

• Version 1.x, 2.0.1 (or higher) of the IPC software is installed.

• The license information on the IPC system is verified.
• ‘UMS Secret Key’ to enable Single Sign On is available.
• All information to configure the link controllers is available (see Appendix C
‘Site Survey’ IPC Unigy Settings on page 133).
• If 2N Recording System Resilience and/or RTCP are applied:
• For turrets IPC Unigy version 2.0. or higher is available
• For soft clients IPC Unigy version 2.0.1 or higher is available

TIP: For more details about IPC system configuration, consult the available IPC
documentation.

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NICE Prerequisites
This section describes the preconditions to be verified and preparatory steps to be
taken on the ‘NICE side’ of the configuration.

Required Firmware and Software

Before you start to install the NICE / IPC Unigy Active IP Recording Integration
software, be sure to have following firmware and software available:

 Integration IPC Unigy 2.2.x installer kit, containing:

• IntegrationSetup.IPC.Unigy.exe
• ReleaseNotes.rtf
• Registry edit files:
• DisableIPv6.reg
• The following files are included in IntegrationSetup.IPC.Unigy.exe, which
installs them automatically where required
• Prerequisite files:
Microsoft.NET Framework 3.5, Microsoft.NET Framework 4.0, Visual
C++Redistributable 2008 (x86), Visual C++Redistributable 2010 (x86)
• Firmware cti_vox_voip_1.36.x
This includes dbghelp.dll,PrtDCMP.dll, PrtSRTP.dll,PrtVoIP0.dll,
PrtVoIP0.ini
NOTE: Although referred to as ‘firmware’, this kit is also installed when
virtual or USB license dongles are used.

 Only in case of an upgrade, to update the database separately (see chapter 6,

section ‘Upgrading’):
• MySQL scripts ExtraColumnsIpcV1.sql, ExtraColumnsIpcV2.sql,
ExtraColumnsIpcV3.sql, ExtraColumnsIpcV4.sql
• Application to execute MySQL script (e.g. SQLyog (64-bit)
 Additionally, following files are required, depending on the licensing method:
• Virtual license dongle: CXXXX_XXXX_softlock.txt.
• USB license dongle: Sentinel Protection Installer 7.6.3 (driver for USB)
• License on Parrot-DSC card: voip_lic_mod_pci_07 (or higher)
TIP: Consult www.extranice.com > NICE Software Download Center for the latest
software and firmware versions (login required).

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Preparatory Steps
Perform the preparatory steps depending on the licensing method:

• For soft licensing, carry out the following steps before you start installing the
NICE / IPC Unigy Active IP Recording Integration.
• For Parrot-DSC Based Licensing, first install the cards, according to Appendix
O, page 215. Then perform the Preparatory steps described below, and the
remaining procedures of Appendix O.
Chk # Step Reference
1. Install the required NICE Trading Consult the NICE Recording - Installation
Recording software on the Core Server. Manual for instructions.
Compatible NICE Software Versions:
R6.3.6 (or higher)
IMPORTANT NOTES:

NICE Trading Recording R6.4 or higher

When installing R6.4 or higher on a Core Server, select the
button ‘Core Server’ in the window Deployment Type.
See NICE Recording - Installation Manual, section
‘Installing a core server (for compatible integrations)’.
This recording integration is compatible with this option.
Selecting the option ‘Server’ leads to malfunctioning of the
integration!

Satellites
Do not install the NICE Trading Recording software on the satellites!
The Integration IPC Unigy 2.2.x setup includes the required recording
software for the satellites.
2. Create the satellite(s) Procedure P01
3. Set IPv4 as preferred protocol Procedure P02
4. Verify/install Network Time Protocol Checking Network Time Protocol
Synchronization on page 53.
5. Update the Database columns before Updating the Database Separately
starting the installation (if required) on page 54

Table 14: Preparatory Steps

TIP: For details about VoIP installations, see the NICE Recording – Maintenance
Manual’, and the ‘Parrot-DSC - VoIP Installation Manual’

Details of the steps mentioned above are described in the procedures and sections
included below.

Next step
After completing the steps above, all conditions for installing and configuring the
NICE / IPC Unigy Active IP Recording Integration are in place. Then you can start
with chapter 6 Installation.

NICE - IPC Unigy Active IP Integration Manual 2.2.docx 49

Procedure P01 Creating the Satellite(s)
This procedure describes how to create a satellite, using the NTR Web GUI.

NOTE: In the windows of the Web GUI, a satellite is referred to as ‘recorder’.

Procedure
1. On the Core Server, log on to the Web GUI. Refer to Appendix D, section
‘Logging On to the NTR Web GUI’.

2. Select the tabs system installation > settings per recorder. The window Overview of
all recorders appears:

Figure 4: Overview of All Recorders – Core Server

This overview shows the Core Server, with ID 1 (see first column Recorder). In
configurations with satellites, the Core Server does not have any recording
channels, so its column ‘Channels’ is empty.

3. Click the Add recorder button in the top right-hand corner of the window.
The recorder settings panes appear.
Do not change the settings now. They can be changed afterwards.

TIP: Refer to NICE Recording – Maintenance Manual for an explanation of these

settings.

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 Figure 5: Overview of All Recorders – Add Recorder

IMPORTANT
Do not change the value of a start channel manually. Keep the start channel
number that is entered during the setup.
Manually changing the start channel number causes malfunctioning of the
system.

4. Click Add record. Following message appears:

Figure 6:– Activate Recorder - Reminder

This message reminds you to memorize the ID of the satellite you created and
the IP address of the Core Server. You have to use these settings when
installing the satellite (Active Integration) software.

IMPORTANT
If the Core Server has multiple network interface cards, the IP address
mentioned in the message above might not be correct. In that case ignore it,
and use the correct IP address.

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 5. The overview now shows the satellite you added, with ID 2 (column Recorder).
The columns ‘IP address’, ‘Computer name’ and ‘Channels’ are still empty.

Figure 7:– Overview of All Recorders – Satellite Added

If required, you can do the following, using the icons at the right-hand side:

• Remove the satellite from the overview using the Delete icon. This icon
is shown as long as the satellite is not connected to the Core Server. When
connected, it can’t be deleted anymore.
• Change or verify recorder settings, using the Edit icon.
• Check the satellite’s installation information. Click the Activate recorder
button to see the message shown in Figure 6.
Repeat steps 3-5 to create all required satellites.

Next step
After creating all satellites, perform Setting IPv4 as Preferred Protocol below on all
servers of the recording system.

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Procedure P02 Setting IPv4 as Preferred Protocol
For a proper installation of the NICE / IPC Unigy Active IP Recording Integration
software on Windows Server 2008 R2, you must set IPv4 as preferred protocol.

In the installation kit a special patch file is available: DisableIPv6.reg. (It actually
does not disable IPv6, but sets IPv4 as preferred.)

To install it, perform following steps on the All-in-One system, Core Server, and
on all satellites (if present):

1. Double-click the file DisableIPv6.reg from a local drive or CD.

2. Two message prompts appear. On both, click OK.

3. Reboot the system to apply the registry changes.

Repeat these steps on all servers that are part of the NICE Trading Recording
system.

Checking Network Time Protocol Synchronization

All systems in the NICE / IPC Unigy Active IP Recording Integration, both NICE
Trading Recording (Core Server, CTI Server and satellites) and the IPC
environment must refer to a single time standard. To ensure synchronized clock
time, Network Time Protocol (NTP) must be installed on all servers and
workstations used in this recording integration.

Verify if each system is equipped with NTP time service and synchronized, as
follows:

1. Double-click the Windows time indication in the system tray.

2. Click ‘Change date and time settings…’

3. Go to tab Internet Time. Check if the correct time server is installed.

If not, install NTP service. Verify with the customer if the NTP service is available,
and which server must be used.

Refer to Appendix E ‘Network Time Protocol’ for a description of the

recommended NTP Installation and Configuration steps.

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Updating the Database Separately
This section describes how you can update the database by running the MySQL
scripts, before you install the integration.

Introduction
The update of the database by the setup can take a long time. If the customer has
narrow maintenance windows, it is advisable to break up the required install time
into smaller segments. A solution for this is separating the database update from
the actual setup process.

Conditions
You can do this only if you are performing an installation

• on a “clean system” (i.e. no integration was installed before on this system), or

• in case of an upgrade of a previous IPC Active IP version, without customized
database fields configured.
If these conditions are met, perform the procedure below. Otherwise, skip this
procedure and start installing (go to chapter 6 ‘Installation’.)

IMPORTANT
If the existing IPC Unigy integration has customized database fields, or
if the existing integration is not an IPC Unigy integration,
you must not perform the procedure below.

Procedure
Before you start updating, create a backup of the existing database. For
instructions see section ‘Backing Up the Database’ of Appendix D ‘Additional
Procedures’.

IMPORTANT
Before making changes to the database, be sure to have a backup created!

Have following files available:

ExtraColumnsIpcV1.sql, ExtraColumnsIpcV2.sql, ExtraColumnsIpcV3.sql,
ExtraColumnsIpcV4.sql.

They are delivered together with the installation kit.

1. On the Core Server, stop all “CyberTech” services. See Appendix D, section
‘Stop/Start All Services’ for instructions.

2. Open an SQL tool (in this example SQLyog is used).

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 Figure 8: MySQL – Connect to Database (MySQL Tool)

3. In the MySQL tab, connect to the recorder database, using the service account:

• In Saved Connections, assign a name to this connection (to use it again)

• MySQL Host Address: localhost
• Username: service
• Password: as defined during installation of NICE Trading Recording.
• Leave the other settings as they are.
4. Click Connect. The Query window appears:

Figure 9: MySQL – Query Window (MySQL Tool)

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 5. Select the recorder database in the drop-down menu at the top, or in the left-
hand pane.

6. Copy the supplied scripts ExtraColumnsIpcV1.sql, ExtraColumnsIpcV2.sql,

ExtraColumnsIpcV3.sql, ExtraColumnsIpcV4.sql into the Query tab. You can
use drag & drop (or open the sql file in a text editor, copy the text and paste it
into the Query tab).

A script can contain multiple queries.

Options:
• Drag & drop each script separately into the Query tab, and run its
query/queries separately.
In this way you can execute the queries at different moments in time.
• Drag & drop all scripts simultaneously into the Query tab, and run each query
separately.
In this way you can execute the queries at different moments in time.
• Drag & drop all scripts simultaneously into the Query tab, and run all queries
simultaneously.

Figure 10: MySQL – Query Copied into Query Tab

In Figure 10 above the first IPC script has been loaded.

NICE - IPC Unigy Active IP Integration Manual 2.2.docx 56

 7. Click the Execute and Edit Resultset button to run the query/queries.

IMPORTANT
A script can contain more queries.
Always click this button, to avoid only one part of a script is executed.

You can also type [Ctrl] + [A], to select all queries, and click the Play button.

To run a selection of queries, select the required queries using your mouse,
and click the Play button.

If you need to run only one query, or part of a script: put the cursor anywhere
in the required query, and click the Play button.

8. The query is/queries are now executed.

You can verify this in the Messages pane at the bottom.service

Figure 11: MySQL – Query Executed

9. When done, close the tool.

10. If you chose to execute the scripts separately, perform the steps mentioned
above in a later phase for the other queries.

Next step
Upon completion of this chapter, all conditions for installing and configuring the
NICE / IPC Unigy Active IP Recording Integration are in place. You can now start
with chapter 6 ‘Installation’.

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 <BLANK PAGE>

NICE - IPC Unigy Active IP Integration Manual 2.2.docx 58

 6
Installation
This chapter describes the actions necessary to install the NICE / IPC Unigy Active
IP Recording Integration.

The following topics are covered:

• Introduction
• Installer Kit
• Actions by Setup
• Locating Files
• Upgrading
• Role Dependent Installation
• Installing the Integration

IMPORTANT
Please be aware that the procedures described in this chapter must be carried
out by trained staff to prevent system damage.

IMPORTANT
Before starting the installation, verify that the Prerequisites are met as
described in chapter 5.

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Introduction
Installer Kit
You use the ‘Integration IPC Unigy 2.2.x’ installer kit for all configuration types. It
contains the IntegrationSetup.IPC.Unigy.exe file for Windows 2008R2 (64-bits),
and release notes.

Refer to ‘Required Firmware and Software’ on page 48 for the contents and
versions of the installer kit.

Actions by Setup

The installation setup installs the Core Server, channels and CTI “roles” on the
systems of the recording integration, separately or in any combination. It
performs all the necessary actions in a manner transparent to the user:

• Installing the prerequisite files Microsoft.NET Framework 3.5, Microsoft.NET

Framework 4.0, Visual C++Redistributable 2008 (x86), Visual
C++Redistributable 2010 (x86) (or detecting if they are already installed).
• Copying the IPC Unigy custom database fields to the database, and setting the
files Extrafields.ini and CTI_receiver.ini accordingly.
• Configuring the VoIP instances:
• setting the PrtVoIPx.ini file(s), including Audio Local Ports and VOX
threshold)
• installing and activating channels and installing audio detection.
• Installing RTCP. By default, RTCP is enabled.

Automatically Creating Users

The function ‘AutoCreateUsers’ (performed by the Call Controller) is now enabled
by the setup. You do not have to set this manually. For details, refer to chapter 7
‘Configuration’, section ‘Configuration by Setup’ on page 112.

Locating Files
The locations of the installed NICE / IPC Unigy Active IP Recording Integration
software are the following:

Integration Software C:\ Program Files (x86)\CyberTech

INI Files C:\ProgramData\Cybertech\INI_files
DLL Files C:\Program Files (x86)\CyberTech\Recorder\ParrotDSC

NOTE: In this list, drive C:\ is assumed to be the standard location for the program files.
If applicable, replace it by the actually used drive letter.

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 NOTE: The folder ‘ProgramData’ can be hidden. To unhide it:
a. Open Windows Control Panel > Folder Options (or drop-down menu
Organize in Explorer), tab View, Files and Folders, Hidden files and folders.
b. Select: Show hidden files, folders, and drives.
If required, hide them again after you are done.

Upgrading
Existing NICE / IPC Unigy Active IP Recording Integration
Before upgrading to Integration IPC Unigy 2.2.x, from any earlier version of the
CyberTech or NICE IPC Unigy Setup, you need to remove the existing version
first:

• Remove the NICE / IPC Unigy Active IP Recording Integration software from
the Core Server, CTI Server and satellites
• Remove the NICE Trading Recording software from the satellites.

Existing channels on the Core Server

• To upgrade a Core Server with recording channels (All-in-One System or Core
Server with Channels and a separate CTI Server) is not directly possible. For
this, you have to perform the steps as indicated in Appendix H ‘Upgrade
Scenarios’, section Upgrade a Core Server with Recording Channels.
When you uninstall the integration software, the Backup Settings window appears,
allowing you to create backups of the INI files.

Backup files
When upgrading, the setup installs new INI files, containing the required settings
for the new version of the integration. If settings in the existing INI files were
manually changed, you have to set them again in the newly installed files. For this,
you can use the backup files created during setup.

Do not replace the new INI files with the backup files!

Existing customized database fields

If the existing integration has custom database fields that were customized, you
will have to manually add the integration specific database fields. Take into
account that this can take a considerable amount of time.

See chapter 5, section ‘Customer Site Prerequisites’.

Multiple components
If you have to upgrade the NICE Trading Recording software, and/or the NICE IPC
Unigy Setup, and/or change the recording system configuration, consult Appendix
H ‘Upgrade Scenarios’, section Upgrading Multiple Components.

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Role Dependent Installation
Each component of the NICE / IPC Unigy Active IP Recording Integration is
installed as a functional “role”: Core Server, Channels, or CTI.

Core Server
At this point, the Core Server has been installed using the NICE Trading
Recording software (see chapter 5, section ‘NICE Prerequisites’ > ‘Preparatory
Steps’).

Recording Channels
Recording channels are installed using the NICE IPC Unigy Setup, on dedicated
systems (‘satellites’) or on the Core Server (‘Core with channels’).

CTI
The CTI functionality is installed only once. It can be installed on any system in
the recording integration: the Core Server, any of the satellites, or on a dedicated
system (‘CTI Server’). Pay attention to the additional requirements to the
hardware, when CTI is installed on a satellite or the Core Server.

In case of CTI Resilience, there will be two (or more) systems with the CTI
functionality. For resilience purposes these must be dedicated servers. Perform
the installation procedure on each CTI server.

Install procedures

The order in which the roles are installed depends on the specific configuration
type of the recording integration.

Configuration 1
For configuration 1 (“All-in-One” system): perform the setup
procedure once. In the window Connectivity Roles, select both CTI
and Channels (Core has been pre-selected).

Configuration 2
For configuration 2 (Core Server with integrated
CTI Server and separate recording satellite(s)):
1. Install the CDR on the Core Server. In the
window Connectivity Roles, select CTI (Core has
been pre-selected).

2. Perform the setup procedure on the satellite(s).

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 Configuration 3
For configuration 3 (Core Server with
separate CTI Server and separate
satellite(s)):

1. Perform the setup procedure on the

Core server. (In the window
Connectivity Roles, Core has been pre-selected. Do not select the other roles.)

2. Perform the setup procedure on the satellite(s). In the window Connectivity

Roles, select Channels.

3. Perform the setup procedure on the CTI server. In the window Connectivity
Roles, select CTI.

Configuration 4
For configuration 4 (Core Server with Recording
Channels and a separate CTI Server)

1. Install the channels on the Core Server. In the

window Connectivity Roles, select Channels (Core
has been pre-selected).

2. Perform the setup procedure on the CTI server. In the window Connectivity
Roles, select CTI.

Configuration 5
For configuration 5 (Core Server with
separate satellites and CTI on a satellite)

1. Perform the setup procedure on the

Core server. (In the window
Connectivity Roles, Core has been pre-
selected. Do not select the other roles.)

2. Install CTI and Channels on one system. In the window Connectivity Roles,
select both CTI and Channels.
3. Perform the setup procedure on all other satellite(s). In the window Connectivity
Roles, select Channels.

Refer to the instructions in the section ‘Installing the Integration’ on page 64.

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Installing the Integration
When installing, you need to have your license information available:

• License keys ((license e-mail sent to customer)

• Number of channels per instance (license e-mail sent to customer, field Data7)
• For virtual licensing: softlock code (CXXXX_XXXX_softlock.txt).
When using USB dongle licensing, make sure the USB dongle has been inserted
into the system you are installing on.

IMPORTANT
Be sure to reboot the system after installation.

IMPORTANT
Be sure to use the (local) Administrator account when running the installation
files. If not, configuration changes will not be saved.

Procedure
To start the installation, double-click the installation file
IntegrationSetup.IPC.Unigy.exe from a local drive or CD.

Now follow the setup windows. They are listed below in order of appearance.

1. Welcome window.

Click Next.

2. End-User License Agreement

Read the information, select the checkbox to accept the
License Agreement, and click Next.

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 3. Connectivity Roles

If you are installing on a Core Server, the option Core is

pre-selected.
Select the appropriate checkbox(es).
If you are installing on a Core Server with recording
channels (NICE Trading Recording 6.3.5 or older), the
option Channels is disabled. This will also be the case if
you selected the wrong button (‘Server’) while installing
NICE Trading Recording 6.4 and higher (see chapter 5).

Following roles and role combinations are possible:

Core Core/Chn Core/ Core/Chn/ Chn/ Chn CTI

CTI CTI CTI

Core: Core Server

CTI: CTI functionality
Chn: Channels (also referred to as ‘satellite’)

Follow the screens as described below, in accordance with the role or role
combination you are installing.

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 Screens/Steps Core Core Core Core Chn Chn CTI
/Chn /CTI /Chn /CTI
/CTI
4. Database Settings.       

a. Enter:
♦ Host Name: IP address (or name) of the
Core Server.
♦ Database Name, User Name and user
Password as defined during installation of
NICE Trading Recording on the Core
Server.
b. Click Next. The system tries to set up
a connection with the database on the
Core Server. If this step fails, following
warning appears:

Click No to return to the Database

settings window, and correct the
settings. Then click Next.

NOTE: In rare cases, you might need the option

to perform a ‘disconnected installation’. The
system will not make a connection to the
database on the Core Server.
For this, click Yes, and continue with the next
step.

The connection can be made later, using the

Change option of the setup (see Appendix F
‘Change, Repair or Remove’.).

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 Screens/Steps Core Core Core Core Chn Chn CTI
/Chn /CTI /Chn /CTI
/CTI

5. Service Credentials.       
Enter:
♦ the Account Name. By default, this is
‘service’.
♦ the appropriate Password.
Click Next.
If the credentials are not correct, a
window appears telling you so. Click OK
to correct the service credentials

6. Backup Settings.       
Use the Browse button to select your
backup location for the files mentioned in
the window.
The selected location is additional.
By default, the backup files are stored in
‘C:\ProgramData\CyberTech\CTIBackups’,
which is usually a hidden file.
Click Next.

NOTE: The window Backup Settings only

appears if there are any files to be backed up.

7. Recorder Configuration       
Location of the temporary buffer for the
audio files on the recorder (satellite or
Core Server with channels).
There are two options:
• If you are installing on a satellite, the
window contains three fields
• If you are installing on a Core Server
(“All-in-One”), the window contains
only the ‘Temporary Recording
location’ field

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 Screens/Steps Core Core Core Core Chn Chn CTI
/Chn /CTI /Chn /CTI
/CTI

Specify the file locations. Verify the exact

partitions and locations with the
customer.
Where required, change the destination
folders by clicking the corresponding
Browse button. The Change destination
folder window appears (not shown here).

IMPORTANT
Locations are defined in this screen
during setup. You can’t change
locations afterwards!

♦ Recording Solution location: Location of

NICE / IPC Unigy Active IP Recording
Integration program files. Minimum required
disk space: 150 MB.
The setup puts the folder ‘Program Files
(x86)’ on the same partition as the ‘Program
Files’ folder.
♦ Temporary Recording location: Temporary
buffer of the recorded audio. Minimum
Required Disk Space: see page 38.

IMPORTANT
It is strongly recommended to use
different partitions for program files and
temporary buffer.

♦ Log file location: Folder in which the log

files are stored. Minimum required disk
space on a Core Server without recording
channels: 1 GB.

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 Screens/Steps Core Core Core Core Chn Chn CTI
/Chn /CTI /Chn /CTI
/CTI

8. Satellite settings       
Depending on the system you are
installing on, you will see one of following
options:
• When installing on the Core Server:
♦ Satellite identification is ‘Recorder ID 1’.
The Recorder ID of the Core Server is
always ‘1’, and cannot be changed.
• When installing on a satellite:
♦ Select the Recorder ID from the dropdown
menu. This menu shows the ID numbers of
the satellites created in the Web GUI.

The list shows the IDs of all satellites

‘in use’ (configured and installed) and
the free satellite positions. By default
the (first) recorder that is not in use is
shown.
If required, you can overwrite a
satellite ‘in use’ with a new one.
Click Next.

9. Destination Folder       
Folder (path) where the integration’s DLL
and other files will be located.
If so desired, you can change the
destination folder from its default
location by clicking the Change button.
When done, click Next.

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 Screens/Steps Core Core Core Core Chn Chn CTI
/Chn /CTI /Chn /CTI
/CTI

10. Custom Setup       

From the drop-down menu, select the

number of IPC Web Services Link
Controllers you have to install, with a
minimum of 1 and a maximum of 8.
From the drop-down menu, select the
number of IPC SIP Server Link
Controllers you have to install. This must
be the same as the number of IPC Web
Services Link Controllers.
To verify if there is sufficient disk
space, you can click the button Disk
Usage to verify the Disk Space
Requirements. Click OK to return to the
Custom Setup window.
Click Next.

11. CTI VoIP Settings       

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 Screens/Steps Core Core Core Core Chn Chn CTI
/Chn /CTI /Chn /CTI
/CTI
Enter:
♦ The Number of VoIP instances to be
installed on this system. Select at least two
instances! The two licenses for the link
controllers (IPC Web Services Link
Controller and IPC SIP Server Link
Controller) each need one instance.
♦ The number of non-VoIP channels (e.g.
analog or digital channels) is only relevant if
this integration is installed in parallel to
another integration.
If not, leave this field as it is (0).
Click Next.

12. CTI VoIP License Settings       

Click the radio button to select the type of

license. Below is described how to install a
soft license.
Installing a USB dongle license is similar,
but you do not have to enter a softlock
code. Be sure the USB dongle is inserted.
Click Next.

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 Screens/Steps Core Core Core Core Chn Chn CTI
/Chn /CTI /Chn /CTI
/CTI

13. Soft License Settings       

Enter:
♦ the Soft Lockcode. You can find this in the
file CXXXX_XXXX_softlock.txt (not
required for USB dongle based licenses).
Copy and paste it.
♦ the License key(s) and Checksum.
For this, copy the whole license string
including the checksum and quotation
marks. Then click the Paste button.
♦ Channels: Type the required number of
channels for each instance.
Click Next.

14. Single Sign On credentials       

In the field SSO Initial Key, enter the

‘UMS Secret Key’, provided by IPC.

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 Screens/Steps Core Core Core Core Chn Chn CTI
/Chn /CTI /Chn /CTI
/CTI
If this is not available at the moment of
installation, you can leave the field empty
and enter it later, using the Change option.
In case of Core Server Redundancy, enter
the ‘UMS Secret Key’ in both active and
standby Core Server.

IMPORTANT Without this ‘UMS Secret

Key’, Single Sign On from UMS to the
NTR Web GUI is not enabled.

The screens mentioned below apply to all roles

and combinations of roles.
      
15. Ready to install
Click Install to continue. The system starts the installation.

16. Windows Security Message

At the start of the installation, the message ‘Would you like to install this device
software?’ appears.
Select the checkbox and click Install.

17. Installing
The Installing window shows the progress and the status of the installation.
Wait until the installation completes.
During the installation process, the setup checks if custom database fields already
exist on the system. This is the case when installing this integration next to
another, or performing an upgrade. If there are no existing custom database
fields, the setup adds the fields to the database. See also next step.

18. Completed
The setup ends with a screen that notifies the completion of the installation
There are two options:

a. The installer has automatically

added the custom database fields.
The setup completes the
installation.

Click Finish to exit the

installation.

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 b. The setup has found custom
database fields that were already
configured. In that case, it did not
add any database fields.
The Completed window shows a
warning about this.

Select the box I understand, then

click Finish.

NOTE: If the installation did not complete, solve the problem causing the premature
ending and run the set-up procedure again.

Reboot the system to make all changes come into effect.

Next step
If required, you must first manually add and configure the database fields, now or
after finishing all installation and configuration tasks. For this, refer to Appendix
M ‘Manually Adding Database Fields’.

Otherwise, you can now proceed with chapter 7 ‘Configuration’.

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 7
Configuration
This chapter describes the steps necessary to configure the NICE / IPC Unigy
Active IP Recording Integration.

The following topics are covered:

• Introduction 5. Defining a Target Group

1. Defining a Channel Group 6. Configuring Preferred Satellites

2. Configuring the Link Controllers • Defining Routing Rules

• General Link Settings • Editing/Disabling Routing Rules

• Connection Settings 7. Configuring Views of IPC Unigy Call

Data Columns
3. Defining a Link Group
8. Setting Available Call Type
• Configuring a Link Group
9. Setting Administrator Access Rights
• Monitoring Link States
4. Defining Targets 10. Renaming CTI Servers

• Adding Targets • CTI Server Resilience: Install

Standby CTI Server(s)
• Monitoring Target States
• Configuration by Setup

IMPORTANT
For a successful configuration, the tasks must be performed in the sequence
indicated above.

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Introduction
Using the NTR Web GUI
To configure the NICE / IPC Unigy Active IP Recording Integration, you use the
NTR Web GUI. This is a web-based interface in the standard browser window,
which contains various options grouped into tabbed menus, or ‘tabs’ for short.

The setup of this integration adds a tab cti integration to the main window. This tab
has a newly introduced sub-tab preferred satellite.

Refer to Appendix D ‘Additional Procedures’ for instructions how to log in to the web
GUI.

Disallowed entries

Characters
When entering values in the fields of the web GUI, certain characters are not
accepted, depending on the type of field. When trying to enter such a disallowed
character, a notification about this appears.

Words
You cannot enter the following words in the fields of the NTR Web GUI. These
words are related to MySQL database query commands. Their use is not allowed
to prevent query commands being run inadvertently.

• alter • insert • LOAD_FILE

• create • fetch • select
• delete • join • union
• drop • kill • update
• end
You can use these as part of other words.

If you try to enter any of the above words, you see this warning:

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Defining a Channel Group
The procedure below describes the steps necessary to create a channel group for
the NICE / IPC Unigy Active IP Recording Integration.

IMPORTANT
In case of CTI Server Resilience, multiple active CTI Servers cannot share the
same satellites and channel groups. Each active CTI server must have its own
dedicated satellites and channel groups.

Procedure
1. In the Web GUI, click the tabs system configuration > channel groups. The
window Overview of all channel groups appears:

Figure 12: Channel Group Overview

2. Click the Add button in the top right-hand corner to define a new IPC
Unigy channel group.

Figure 13: Add New Channel Group

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 NOTE: The pane Channel group retention appears only if the system has a license
for EMC Archiving.

3. In the Name and description pane, enter the required data. The name and
description in Figure 14 are examples.

Figure 14: Channel Group - Name and Description

• Name: The name of the channel group. This is free text. You can use text,
digits and spaces, maximum 25 characters.
• Description: Text to describe the channel group. Free text.
4. Type the following data in the Channel group properties pane:

Figure 15: Channel Group Properties

• Alias used by external applications: (Optional) convenient short name to

refer to the channel group, preferably derived from its name. Do not use
spaces!
• Channel IDs: Specify the channel IDs that are part of the group.
Select a range by typing first number, hyphen (-), last number.
You can also use the channel picker (> button) to select your channel IDs.
To reserve all channels you can also type a hyphen (-) only.
IMPORTANT
If the satellite has analog, digital or E1 channels installed next to the IPC
Unigy VoIP channels, do not include these in an IPC Unigy channel group!

IMPORTANT
Satellite Pooling only functions within the
channels of one channel group.

• Default mark: Select 'Normal calls'. This is selected by default.

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 5. In the pane Channel group retention, click the > button to define the retention
period. This is the retention time of the calls recorded through the channels
that belong to this group.

NOTE: The channel group retention time is overruled by the value defined in the
user group profile, the user profile, and the target group (in that order, ascending).

Figure 16: Channel Group Retention

NOTE: In NICE Trading Recording R6.1.1 and lower the Channel group retention
pane shows a remark ‘(days)’.

6. Click the Add record button to save the channel group and close the entry
window.

7. Note that the newly created channel group is added to the list:

Figure 17: Channel Group Added

TIP: Consult the ‘NICE Recording - Installation Manual’ for more information on
channel groups.

IMPORTANT
Also after you have completed the configuration, you can add or remove
channels in a channel group
In such a case, you must also update the route profile of the link group (if
‘Preferred satellite’ is applied).
Refer to section ‘Configuring Preferred Satellites’.

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Configuring the Link Controllers
The procedure below describes the steps necessary to configure the IPC Unigy
Web Services and SIP Server Link Controllers, by defining their properties.

NOTE: In the configuration screens, the Web Services Link Controller is referred to as
‘IPC Link Controller’.

Prerequisite:
• At least one channel group defined per available link controller.

Procedure
IMPORTANT
If CTI Server Resilience is applied, you must only configure the link controllers
of the Active CTI Server!
Do not configure the link controllers of the Standby CTI Server. This server takes over
the configuration of the Active CTI Server at failover.

1. Click the cti integration > links tabs to show a list of all currently installed link
controllers:

Figure 18: Overview of All Link Controllers

2. Verify that all link controllers are shown in the Overview of all links. The
example in Figure 18 shows IPCLNK0x (Web Services Link Controllers) and
IPCSIP0x (SIP Server Link Controllers).

3. In the link overview, click the desired link controller to show and/or modify its
link and connection settings. The General link settings and Connection settings
panes appear:

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 Figure 19: General Link and Connection Settings Panes
(IPC Web Services Link Controller)

Each of these panes is described in detail below.

• Perform following subsections for both the IPC Web Services Link
Controller(s) and the IPC SIP Server Link Controller(s).

General Link Settings

4. Add the following settings in the General link settings pane:

Figure 20: General Link Settings (IPC Web Services Link Controller)

• Link alias: A convenient name to refer to this Web Services or SIP Server
Link Controller, for example, to distinguish it from the link controllers of
the other CTI servers (if applicable). Free text; letters, digits and spaces are
allowed.

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 NOTE: When you have done an upgrade installation, the link controllers that
existed on the system already received the alias ‘<link name> on CTI Server 1’.

NOTE: You can create similar Link aliases that include the name of the CTI
Server of this link controller. However, the link alias will not change
automatically when the alias of the CTI Server is changed.
• Link name: Name of the link controller. It is defined by the setup and cannot
be changed.
• CTI server name: Alias of the CTI server the link controller is installed on.
Defined when installing the integration and cannot be changed here.
• Link enabled: Indication that the link controller is activated. Make sure that
the value of this field is set to ‘Yes’.
• Auto-discovery enabled: Make sure to select this for all IPC Web Services
Link Controllers. The recording system is now able to automatically add
and select targets for this link controller.
NOTE: Auto-discovery enabled is only relevant for IPC Web Services Link
Controllers. For IPC SIP Server Link Controllers, leave it unchecked.

• Link parameters: You can leave out the link controller’s parameters for
which you accept the default values.
IMPORTANT
Parameters and parameter settings entered in this field are not case
sensitive. However, names and values must exactly match the settings
below.

Settings for IPC Web Services Link Controllers

• Expires=x (x = positive integer, no maximum). Time interval (in
seconds) between the keep-alive messages from the NICE / IPC Web
Service link controller to the IPC Converged Communication Manager
web service.
Default value: 300 (5 minutes)
• CtTimestamp=True. Enables time stamping by the NICE / IPC
WebService link controller, instead of using time stamping from IPC
events. Default value: False (time stamping not enabled).
• SpeakerCallDuration=x (x = positive integer). Duration (in seconds) of a
CDR call segment of a continously open speaker line. Minimum value
180 (3 minutes), no maximum.
Default value: 900 (15 minutes).
• CommunicationRetries=x (x = positive integer). Maximum number of
keep-alive attempts that are allowed to fail before the connection is
considered as lost. If a keep-alive message fails, the Web Services Link
Controller will do more attempts to reach the IPC environment, up to
the indicated number. If they all fail, the link controller will shut down
all sessions, and try to re-establish a session.

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 The keep-alive interval is 10 seconds (fixed).
This setting must be as low as possible (the default 3 is recommended).

Minimum: 3, maximum: 20 (higher values entered will be set to 20).

Default value: 3.

• For 2N Recording System Resilience only, include following parameter:

2NRecording=. Possible values: first, second or none. Indicates the
primary (=first) or secondary (=second) recording system within 2N
Recording Resilience. The default value none disables 2N Recording.

All Web Services link controllers within one recording lane must have
the same value for this link parameter.

Example:
Primary recording lane:
IPCLNK01 → parameter ‘2NRecording=first’
IPCLNK02 → parameter ‘2NRecording=first’

Secondary recording lane:

IPCLNK01 → parameter ‘2NRecording=second’
IPCLNK02 → parameter ‘2NRecording=second’

IMPORTANT
Do not assign different 2NRecording parameter values (‘first’ and
‘second’) to link controllers within the same recording lane.

2NRecording=first 2NRecording=second

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 Settings for IPC SIP Server Link Controllers
• SessionTimer=x (x = positive integer, 0 - 65535). Maximum duration (in
seconds) of a CTI Server timeout. Default value: 1800 (30 minutes)
Upon expiry of this time period, the IPC Converged Communication
Manager will shut down the SIP Session that controls the audio. In such
a case, the streaming of audio to the satellites stops.

NOTE: It is possible to configure the link controller parameters after you have installed
the integration. In this integration, setting these link parameters on an operational
system does not cause an automatic re-start of the link controller.
The settings come into effect for users who log on after the changes were made.

IMPORTANT
To avoid any risk, it is strongly recommended to configure link parameters
outside office hours.

Connection Settings
5. Enter the following settings in the Connection settings pane:

Figure 21: Connection Settings (IPC Web Services Link Controller)

• Connection host: IP address of the IPC Converged Communication

Manager.
• IP port: Reserved port number.
• For the IPC Web Services Link Controller: use 80.
• For the IPC SIP Server Link Controller: use 5060.
• Connection user: Leave empty.
• Connection Password: Leave empty.
• Password (retype): Leave empty.
• SSL enabled: Leave unchecked.
IMPORTANT
Ensure that the ‘SSL enabled’ option is not selected. Selecting it might
cause malfunctioning of the system.
• Link group: The name of the group this link controller belongs to. At this
moment, the field will show ’None’. This parameter is set during the
configuration of Link groups (see next section).

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 6. Click the Save changes button (not shown here) to return to the Overview of all
links. Note that the link controller is enabled, and that Auto-discovery (of
targets) is also active.

Figure 22: Overview of All Links - Enabled Link Controllers

NOTE: It takes a few seconds for the CTI Server to establish a connection. To
view the latest status refresh the screen by selecting the tabs cti integration > links.

Next step
After you have configured all Web Services and SIP Server Link Controllers, you
must add them to one or more Link group(s).

IMPORTANT
A link controller must be included in a link group to be
available for use.

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Defining a Link Group
This section describes the steps to do the following:

• Configuring a Link Group

• Monitoring Link States
IMPORTANT
• A link group comprises one Web Services link controller and one SIP Server
link controller
• A link controller can be part of one link group only
• A link group can have only one channel group
• Each individual IPC Unigy zone has its own link group

Preconditions
For each link group you have to define, following preconditions apply:

• The link controllers have been installed and configured

• A channel group has been defined

Configuring a Link Group

The procedure below describes the steps necessary to create and configure a
group of link controllers (“link group”).

1. Click the cti integration > link groups tabs to show a list of all currently installed
links. The Link groups overview appears:

Figure 23: Link Groups Overview

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 2. Click the Add link group button at the right-hand side of the Link group
field. The window Create link group appears.

Figure 24: Create Link Group

3. Add the following settings:

• Link group name: Type the name of this group (free text)
• CTI Server: the alias of the CTI Server on which the link controllers of this
group are installed.
• Channel group: From the drop-down menu, select the channel group that
belongs to this link group.
The same channel group can be assigned to multiple (or all) link groups on
the same CTI Server.

IMPORTANT
Do not assign the same channel group to link groups installed on different
CTI Servers! This causes malfunctioning of the recording system.

• Channel assignment: from the drop-down menu, select one of both types:
• Ascending (default): the free channel with the lowest number within a
channel group is assigned
• Weighted Round Robin: within a channel group, the first free channel
of the recorder with the highest quantity of free channels is assigned.
If the feature ‘Preferred Satellite’ is configured, Weighted Round Robin
evens out the load within the group of preferred satellites.

• The remaining fields (Failback type, Load balance type, Failback start time,
Failback end time) are not active in this integration. Leave them as they are.

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 NOTE: It can be required to make changes to link groups after completion of the
installation, for instance to assign a different channel group to a link group. In such a
case, traders that are already logged in will not change over to the new channel group.
To make this change come into effect, stop and re-start the Call Controller (refer
to Appendix D ‘Additional Procedures’ on page 137), or reboot the CTI Server.
4. Click OK to return to the Link groups overview.

5. Click one of the Web Services Link Controllers in the field Available links to
select it.
6. Add the selected link controller to the link group using the Arrow right
button.

7. Click the corresponding SIP Server Link Controller in the field and add it to
the same group. See Figure 25 for an example.

Figure 25: Link Controllers Added to Group

8. Click the Save changes button. The link controllers appear in the Role overview
for group pane on the right. Both are primary.

IMPORTANT
Both link controllers have the primary role when added to a link group.
Since there are no secondary link controllers in this recording integration,
you must not change the roles

9. To verify its properties, you can click the link controller’s Edit icon in the
Role overview for group window. The pane Link role properties appears.

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 Figure 26: Link Role Properties

10. In this pane, you can check the information that was entered when configuring
the link controller’s settings. These settings cannot be changed here.

IMPORTANT
The remaining settings (Link role, Link order, Parent) are not active in this
integration. Do not change them.
Click Cancel (since you did not make any changes).

11. The Link Controller is now enabled, and logged in to the Connection host. You
can verify this in the window Overview of all links, as described in section
‘Monitoring Link States’ below.

IMPORTANT
Also after you have completed the configuration, you can assign a different
channel group to a link group, replacing the channel group assigned during
configuration.
In such a case, you must also update the route profile of the link group (if
‘Preferred satellite’ is applied).
Refer to section ‘Configuring Preferred Satellites’.

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Monitoring Link States
To do an operational check of the links you configured for use, proceed as follows:
1. From the main window, click the cti integration > links tabs. The following
window appears:

Figure 82: Overview of All Links – Link States

2. Verify the status of the link controller you configured for use, this appears in
the Link state column.

The applicable link state values have the following meanings:

• Unknown: the link is not enabled or not included in a link group.

• Not Connected: the link is enabled and included in a link group, but not
(yet) connected to the IPC Converged Communication Manager (CCM.
• Trying to connect: the link is trying to connect to the IPC CCM.
• Connected: the link is connected to the IPC CCM.
• Logged In: the link is logged in and ready to provide call recording
information. This state also initiates target assignment to the link.
• Logged Out: the link is logged out and closed its connection to the IPC
CCM.
• Failed Poll: the link failed to find the IPC CCM.
• Failed IP: the link failed to use the specified IPC Converged
Communication Manager‘s IP address.
IMPORTANT
If the link state stays at ‘Unknown’, the link is not enabled for use.

NOTE: If the link state changes to ‘Logged Out’ or ‘Failed Poll’, it raises error
message 8805. This alarm is cleared when the link state changes to ‘Connected’
or ‘Logged In’. If the link state changes to ‘Failed IP’ it raises error message
8807. This alarm is cleared when the link state changes to ‘Logged In’.

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Defining Targets
This section describes the following topics:

• Adding Targets
• Monitoring Target States

Adding Targets
The supported target type is ‘Trader ID’. If the feature Auto-discovery enabled is
selected for the IPC Web Services Link Controller, you do not have to add the
targets manually. Consult ‘General Link Settings’ on page 81 for instructions.

Whenever a Trader logs on using an ID that is unknown to the CTI Server, the
recording system automatically adds the ID to the NICE Trading Recording
database as a target.

The target value is identical to the Trader ID (in column Target name). When
added, targets are automatically selected (see green √ in the overview below). They
are also enabled and set for recording.

The targets can be checked in the Overview of all link targets.

Figure 27: IPC Unigy Targets (Example)

It is also possible to add targets manually, if required. For this, refer to Appendix D
‘Additional Procedures’, section ‘Manually Adding a New Target’ on page 143.

Linking Targets to Users

Targets are linked to automatically created users. This way, for targets full user
management is available. Automatic linking of targets to users is enabled by the
setup. Consult ‘Configuration by Setup’ on page 112 for instructions and further
explanation.

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Monitoring Target States
To do an operational check of the targets you created, proceed as follows:
1. From the main window, click the cti integration > selection overview tabs. The
following window appears:

Figure 28: Target Selection Overview

2. In all three fields Links groups, Links and Target types, select the value ‘[All]’.

3. Verify which monitoring state for the targets you created appears in the Target
state column.

The applicable target state values have the following meanings:

• None: The target has not (yet) been passed to the link controller.
• Selecting: The link controller is registering the target at the IPC Unigy
platform.
• Selected: The target is able to make a recording. It has been registered by
the IPC Web Services Link Controller and is monitored by the recording
system. The overview also shows ‘Selected’ when the target is actually
being recorded.
• Removing: The target is being removed from the link controller and will
be deleted from the selection overview.
• Error: The state of the target is unclear. The target is not recorded.
IMPORTANT
If the target state stays at ‘None’ or ‘Selecting’, the target is not functional.

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Defining a Target Group
This section describes how to create target groups. Target groups are required in
following cases:

• To be used when defining criteria for preferred satellites. See next section
‘Configuring Preferred Satellites’ on page 96.
• To set overall call recording retention time. The retention time set on target
group level overrules all other retention time settings (only available if an EMC
license is installed).

Procedure
To define a target group and set its preferred satellite, perform following steps:
1. Navigate to the Overview of all target groups, tabs cti integration > target groups.

Figure 29: Overview of All Target Groups

2. Click the Add button in the upper right-hand corner to display the target
group settings windows.

Figure 30: Add Target Group

NOTE: The window Target group retention appears only if the system has a
license for EMC Archiving.

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 Figure 31: Target Group Name and Description

3. Enter a Name and Description for this target group. Both are free text.

Figure 32: Target Group Properties

4. In the Target Group Properties window, add the Targets that are included in this
group. Use the Target picker to select the targets. Click the Target picker
button to open it.

If you select separate successive target numbers with the picker, they are
grouped after saving the changes.

Example:
Selecting separate targets as shown in the
example of Figure 33, result in the target
range 3001-3009 in the Overview of all
targets.

Figure 33: Target Picker

You can select ranges of targets by holding the [Shift] key while selecting.
5. When done, click Set targets.

You can verify the information in the Overview of all target groups.

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 Figure 34: Overview, Target Group Added

Setting target group retention

1. In the Target group retention field, fill in the call retention period for the
targets of this group. This field is only available if an EMC license is installed.

Figure 35: Target Group Retention

NOTE: The call retention period set in this field, has priority over all other call
retention settings (user group, user, channel group, default).

Removing a target group

To remove a target group, you
must first empty it.

2. Click the target group’s Edit icon.

3. In the window Target Group Properties, click the Target picker button

4. Click Clear all.

5. Click Set targets. Make sure the targets have been removed from the group.
6. In the overview, click the target group’s Remove button.

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Configuring Preferred Satellites
This section describes how to create and use Route profiles (a bundle of routing
rules) to configure ‘preferred satellites’. This feature enables you to direct calls of
specific users to selected satellites.

When configuring, you have to define route profiles, routing rules, and criteria.

Route Profile
A route profile contains one or
more routing rules. A profile is
assigned to one or more link
(controller) groups that all share
the same channel group. All
satellites used in the rules of a
profile belong to this channel
group.

Routing Rule
A routing rule consists of one or more criteria, and one or more recorder IDs
(satellite IDs). Satellite numbering starts at ‘2’ since the Core Server has ID 1 (also if
it has no channels).

The Default Routing Rule includes all satellites of the channel group that are not
used in the rules. This default rule is automatically defined; you cannot configure
it manually. It is empty if all satellites are included in the defined rules.

Rules are evaluated top – down, and if a rule is hit, the rules below it are ignored. If
necessary, you can change the sequence of the rules after you have defined them.
The default rule is always at the bottom.

Criteria
A criterion of a rule is based on one of the following metadata fields:
Channel Type, Device Location, Extension, Target Group Name, Target Name,
Trader ID, User Name. A rule can have multiple criteria.

When the trader logs on, the recording system receives information from the IPC
Unigy environment about this trader, containing the values of the metadata fields.
These are compared to the values in the criteria of the rules. A rule is hit if the
metadata matches with all criteria of the rule.

For working principle and other details of Preferred Satellites, see Appendix N.

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Before You Start Configuring Preferred Satellites
Make a plan before you start defining rules. Take into account:
• Have all required information available: locations and ID of the recorders
(satellites), names of link groups and associated channel groups, Trader IDs.
• Rules are evaluated from top to bottom (they can be sorted afterwards). Apply
the correct sequence.
• Multiple link groups associated with one profile must share the same channel
group.
• When defining multiple criteria in a rule, keep in mind that the metadata have
to match all the criteria of the rule. If not, the rule is not used, and the
evaluation process goes further down.
If you are not familiar with routing rules, it is recommended to have a look at the
flowchart and explanation of Appendix N, before starting to configure.

Preferred Satellite - Screen Layout

NTR Web GUI, tabs cti integration > preferred satellites.

Link group(s) to
Select route
which profile
profile
applies
Move this rule Add rule
up or down
Edit this rule
(Name, Satellites,
Add/Edit/Delete Enabled)
route profile
Delete this rule

Edit this Add criteria to

criterion this rule
Number Type Rule Operator Value to
compare Delete this Save all settings
criterion done so far

Figure 36: Routing Rules – Screen Layout

Defining Routing Rules

You cannot copy or move rules from one profile to the other.

It is not necessary to define the rules of a profile directly in the correct sequence.
You can move defined rules to their required positions afterwards.

If you do not select the Enable checkbox in the input windows, the route profile
or rule is disabled and will be ignored during the evaluation process.

NOTE: Routing rules are updated every minute. It can take up to that time before
changes come into effect.

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Steps

Perform the steps in the sequence indicated. They are explained in the sections
below.
1. Define route profile (name, link group, enable)
2. Add a rule to the profile (name, recorder ID(s), enable)

3. Add one or more criteria to the rule (number type, operator, value to compare)

4. If applicable, add another rule to the route profile; add criteria to it.
Repeat this for all rules required within a profile.

5. Add the next profile. Repeat the steps above.

Clicking OK in the definition windows confirms the settings. To save settings

definitively, click Save changes at the bottom of the Route rules overview.

Figure 37: Route Rules Overview – No Profiles Defined

Add Profile
1. Click the Add button to the right of the Route profile field. The window
Add route profile appears.

Figure 38: Routing Rules – Add Route Profile

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 2. Enter:

• Profile name: free text.

• Linkgroups: select the link group(s) to which the profile applies, using the
picker. Click the button to open
the Link group picker.
The picker shows only the link
groups that are not yet included in
a profile. When done, click Set
linkgroups.

You can only add link groups

that share the same channel
group. If you select a ‘wrong’
link group, a message appears
and you cannot save the
selection.

• Enabled: select the checkbox to activate this profile.

If a profile is not enabled, it can be assigned to a link group, but its rules will
not be executed.
3. Click OK. The overview now shows the default rule with all satellites of the
channel group included.

Figure 39: Routing Rules – Route Profile Added

Add Rule
4. Use the Route profile drop-down menu to select the profile to be edited. The
associated link group(s) appear underneath.

5. Click the Add rule button at the top right-hand side of the overview. The
Add rule window appears:

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 Figure 40: Routing Rules – Add Routing Rule

6. Enter:

• Rule name: free text.

• Recorder(s): select the recorder(s) on which channels will be reserved for
this trader. Click the button to use the Recorder picker.

Recorder IDs start at 2

(ID 1 is reserved for the
Core Server). The list
shows only satellites
that have not been
selected yet.

To select multiple
recorders, just click the
ones needed. Hold
[Shift] to select a range.

When done, click Set recorders.

A recorder that is added to the rule is removed from the Default Rule.

• Enabled: select the checkbox to activate this rule.

If a rule is not enabled, it is ignored when the metadata are evaluated.
7. Click OK. The overview now shows the added rule above the default rule, with
the message Rule does not have any criteria.

Figure 41: Routing Rules – Routing Rule Added

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 Add Criteria
8. Click the rule’s Add criteria button. The Add criteria window appears:

Figure 42: Routing Rules – Add Criteria

9. Enter:

• Number type: the type of metadata that will be evaluated. For details, see
chapter 3, section Metadata (IPC Unigy Call Data). Possible values:
• Channel Type
• Device Location
• Extension
• Target Group Name
• Target Name
• Trader ID
• User Name
• Operator:
For the metadata under evaluation the rule is hit, if the value of the selected number
type…

• Equal …exactly matches the value to compare.

• Not equal …is anything, except the value to compare.
• Empty …is no value.
When selecting ‘Empty’, the field ‘value to compare’ is disabled.
• Not empty …is any value.
When selecting ‘Not empty’, the field ‘value to compare’ is disabled.
• In list …exactly matches one of the values in the listing. The field
‘value to compare’ has multiple values, separated by semicolons (x; y;...)
or commas (x, y,...)
• Contains …contains the value to compare.
For example: a rule with ‘value to compare’ 19 is hit for 5194, 1954, 5419, etc.

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 • Starts with …begins with the value to compare.
For example: a rule with ‘value to compare’ 19 is hit for 1954. The rule is
not hit for 5194, 5419, etc.
• Ends with …has the value to compare at its end.
For example: a rule with ‘value to compare’ 19 is hit for 5419. The rule is
not hit for 1954, 5194, etc.
• Field length …has a number of characters that matches the number
entered in the field ‘value to compare’.
For example: a rule with ‘value to compare’ 4 is hit for 1954, test, ID_1, etc.

• Value to compare:
The Value to compare depends on the selected Number type, Operator,
and the configuration of the integration.

When the operator In list is selected, a comma (,) or a semicolon (;) can be
used to separate elements of a list.
10. Click OK. This confirms the settings.

11. Click Save changes. If you navigate to

a different window or tab, without
saving the changes, a warning appears.

You can add multiple criteria to a rule.

The rule is “hit”, if the call data
matches all criteria of a rule.

For each criterion, click the rule’s Add criteria button. Then perform the
abovementioned steps again.

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 Example:
See Figure 43 below for an example of a profile with two rules defined.

Figure 43: Routing Rules – Route Profile Defined

You can change the sequence of rules using the blue up and down arrows.

Editing/Disabling Routing Rules

You can modify route profiles, rules and criteria after you’ve created them.

You can also use the steps below to disable and re-enable profiles and rules.
Disabled profiles or rules are ignored during the metadata evaluation process.

Procedure
To edit profiles, rules or criteria, click the corresponding Edit button.

• Edit a Route profile: you can change the Profile name, associated Link Group
(using the picker), and disable/enable the profile.

Figure 44: Routing Rules – Edit Route Profile

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 The picker shows all unassigned link groups, plus the ones that are assigned to
this profile. By clicking a link group in the picker that has already been
assigned, you remove it from the profile.

• Edit a Routing rule: you can change the Rule name, associated satellites
(recorders), using the picker, and disable/enable the rule.

Figure 45: Routing Rules – Edit Routing Rule

The picker shows all unassigned satellites, plus the ones that are assigned to
this rule. By clicking a satellite in the picker that has already been assigned, you
remove it from the rule.

• Edit a criterion: you can change the Number type, Operator and Value to
compare.

Figure 46: Routing Rules – Edit Criterion

When done, click Save changes.

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Configuring Views of IPC Unigy Call Data Columns
You can specify which call data are displayed in the Web GUI.
1. Log on to the NTR Web GUI (see Appendix C for instructions).

2. From the main window, click the recorded calls > column selection tabs. The Edit
Current View window opens:

Figure 47: Column Selection – Edit Current View

The column Available columns displays the complete list of available call data.
The column Currently selected columns represents the call data that are
currently in use.
3. Add a field to be used in recordings by double-clicking it in the left column (or
single-clicking it and using the Right arrow button).

4. Delete a field by double-clicking it in the right column (or single-clicking it and

using the Left arrow button).

5. If necessary, move the fields in the Currently selected columns list using the
up and down arrows. You can select more fields at the same time by holding
the shift key, or use the Select all button to select all fields.

6. Click the button Save a snapshot to save your view. In the field Store view as a
default name appears.

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 7. Define a name for your view (or use the default).

8. Select the checkbox Share this view if the created view must also be accessible
to other users.
9. Click OK. The view is added to the list Load a view at the right.

10. Click Apply view to switch to the tab calls listing. The list shows the columns
you selected in your view.
11. To show the calls listing in a different view,

a. Go back to the tab column selection

b. Select a view by clicking on it in the list Load a view.
c. Click the button Apply view.

Default View
You can select one of the views as a default for the calls listing:

In the tab my account > my settings, select the desired view in the pane Calls
preferences for user account (…).

The preferred default column view for the NICE / IPC Unigy Active IP Recording
Integration is the following:

Figure 48: Column Selection – Preferred Default View

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Setting Available Call Type
In the NICE / IPC Unigy Active IP Recording Integration, only CDR call types
must be available for search and replay. This will exclude the VOX-type calls.
1. In the Web GUI, navigate to tab system installation > global settings.

2. In the Calls settings / preferences pane, select CDR from the drop-down menu
Available call types.

Figure 49: Calls Settings / Preferences – Available Call Types

3. In tab recorded calls > calls search, collapsed menu Call, verify that the call type
checkboxes VOX and CDR are not shown.

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Setting Administrator Access Rights
With the Single Sign On feature enabled, Administrators have direct access to the
NTR Web GUI after logging on to the IPC Unigy System. This does not require
additional logon.

IMPORTANT
To enable Single Sign On, the ‘UMS Secret Key’, provided by IPC, must be
entered in the Single Sign on credentials screen.
This can be done during setup, or afterwards using the Change option (by re-running
the setup, or using the Windows Control Panel > Programs and Features

Default access
The default access rights of the Administrator User Group do not include access to
the Web GUI tabs system installation and cti integration (including the sub-tab
redundancy). As a standard, these tabs are only accessible if you use the ‘service’
account.

If required, the access rights of the Administrator User Group can be updated as
described below.

NOTE: In case of Core Server Redundancy, perform these steps only on the active
Core Server. The settings will automatically be replicated to the standby Core Server.

Procedure
1. Log on to the NTR Web GUI, using the ‘service’ account. For instructions, refer
to Appendix D, ‘Logging On to the NTR Web GUI’ on page 141.

2. Navigate to the Overview of all user groups (tabs user administration > user groups).

Figure 50: Administrator Rights – Overview of user Groups

3. Click user group Administrators. The definition panes appear. Here you can
change name and description of this user group, if required.

4. Click the key button of the Administrators user group. The window Access
permissions appears.

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 Figure 51: Administrator Rights – Access Permissions

5. Grant access rights by clicking

[set all to] grant of the following
items in the Access permissions window:

• SYSTEM INSTALLATION
• CTI INTEGRATION
• SYSTEM CONFIGURATION
• SYSTEM STATUS

6. Click Save changes.

Now users with the ‘Administrators’ account have the same access rights as the
‘service’ account.

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Renaming CTI Servers
If so desired, you can change the name (alias) of a CTI Server. This is optional.

For this, perform following steps:

1. In the Web GUI, click the tabs cti integration > cti servers. The window
Overview of all CTI servers appears:

Figure 52: CTI Servers Overview

2. In the overview, click the desired CTI Server to show its CTI server setup pane:

Figure 53: CTI Server Setup Pane

3. Assign an unambiguous name to this CTI Server.

4. Click Save changes. From now on, this name is used in all menus and fields
that refer to this CTI Server.
IMPORTANT
If the link controller alias includes the CTI Server name/alias (for example,
‘IPCLNK01 on CTI Server 1’), it does not change when you change the CTI
Server name/alias.
You have to adapt it manually in the General Link Settings window. See
‘Configuring the Link Controllers’ on page 80.

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CTI Server Resilience: Install Standby CTI Server(s)
This section is only applicable if CTI Server Resilience must be installed. If not,
skip this section.

After you have complete installed and configured the NICE / Cisco Active IP
Recording Integration, including the Active CTI Server(s), you must now

1. Test if the integration, with its Active CTI Server(s), is functioning.

See chapter 8, section ‘Testing the Basic Functionality’ on page 116.

2. Install the Standby CTI Server(s).

For instructions, see section ‘Installing the Integration’ on page 64.

Make sure to select the same Link Controllers as on the Active CTI Server.

IMPORTANT
Do not configure the Standby CTI Server.
Standby CTI servers are not configured manually. A Standby takes over the
configuration of the Active CTI Server when this fails over.

Now you have installed a recording system that comprises 2 or 4 dedicated CTI
Servers. See the example below (tabs cti integration> cti servers).

Figure 54: Overview of All CTI Servers: 2 Servers Added

3. Install and configure CTI Server Resilience

For instructions, consult the NICE CTI Server Resilience Manual..

After configuring CTI Server Resilience, you must delete the link controllers of
the standby CTI Server(s) from the overview in the web GUI. Follow the
instructions in the NICE CTI Server Resilience Manual.

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Configuration by Setup
IMPORTANT
Change the settings mentioned in this section only if explicitly required!
Consult with NICE Support first.

Automatic Creation of Users

In this integration, the ‘AutoCreateUsers’ function is configured by the setup
during installation of the integration software on the CTI Server or “All-in-One”
system. It is not necessary to set it manually. It involves:

• Automatic creation of users and tagging of CDR entries to a user on the CTI
Server
• Linking the ID of a free-seating user to the VOX entries of a call (set on the
satellites)

Ignoring CTI Start/Stop

Another function that is enabled automatically by the setup:

• Enabling the function ‘Ignoring CTI Start/Stop’, particularly relevant when

CTI Server Resilience is applied.
For details, and instructions to change these settings (only if explicitly required!)
refer to Appendix G ‘Changing Default Settings’.

Next step
After performing the applicable sections of this chapter, you have completed the
configuration of the NICE / IPC Unigy Active IP Recording Integration.

You can now start testing the functionality of the system (chapter 8 Pre-
production Testing).

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 8
Pre-production Testing
This chapter describes the necessary actions to verify that the installed and
configured NICE / IPC Unigy Active IP Recording Integration works correctly.

Following topics are covered:

• Verifying the CTI Connectivity

• Testing the Basic Functionality
• Testing 2N Recording Resilience
• Taking Test Samples

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Verifying the CTI Connectivity
NICE Trading Recording and IPC Unigy Environment
Carry out the following steps to test basic network connectivity between NICE
Trading Recording and the IPC Unigy Platform.

Step Action Expected Result Actual Result

NICE Trading Recording and IPC Converged Communication Manager
1. Ping the IPC Converged ICMP replies from the IPC
Communication Manager from Converged Communication
the NICE Trading Recording Manager.
system. No packet loss.
2. Ping the NICE Trading ICMP replies from the NICE
Recording system from the IPC Trading Recording system.
Converged Communication No packet loss.
Manager.
CTI Server and turrets / Media Manager(s)
3. Start the CTI Server and verify if Connection established.
it can connect to the IPC
Platform.
4. Ping the CTI Server from the ICMP replies from the CTI
IPC turrets. Server. No packet loss.
5. Ping the IPC turrets from the ICMP replies from the IPC
CTI Server. turrets. No packet loss.
6. Ping the CTI Server from the ICMP replies from the CTI
IPC Media Manager(s). Server. No packet loss.
7. Ping the IPC Media Manager(s) ICMP replies from the IPC
from the CTI Server. Media Manager(s).
No packet loss.

Table 15: CTI Connectivity

IMPORTANT
If the test fails, verify and modify the IP configuration (for example, disable the
firewall).

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NICE Trading Recording Servers
Step Action Expected Result Actual Result
1. Ping the Core Server from the Core Server replies from the
CTI Server(s), using the CTI Server(s).
computer name. No packet loss.
2. Ping the CTI Server(s) from CTI Server(s) replies/reply from
the Core Server, using the the Core Server.
computer name. No packet loss.
3. Ping the Core Server from the Core Server replies from the
satellite(s), using the satellite(s).
computer name. No packet loss.
4. Ping the satellite(s) from the Satellite(s) replies/reply from
Core Server, using the the Core Server.
computer name. No packet loss.
5. Ping the CTI Server(s) from CTI Server(s) replies/reply from
the satellite(s), using the the satellite(s).
computer name. No packet loss.
6. Ping the satellite(s) from the Satellite(s) replies/reply from
CTI Server(s), using the the CTI Server(s).
computer name. No packet loss.
7. Ping the NICE Distributed NICE Distributed Recording
Recording Server(s) from the Server(s) replies/reply from the
Core Server, using the Core Server.
computer name. No packet loss.
8. Ping the Core Server from the Core Server replies from the
NICE Distributed Recording NICE Distributed Recording
Server(s), using the computer Server(s).
name. No packet loss.

Table 16: NICE Trading Recording Servers - Connectivity

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Testing the Basic Functionality
This section contains basic test cases for verifying the correct functioning of the
NICE / IPC Unigy Active IP Recording Integration. They are:

• Inbound Calls
• Outbound Calls
• Transfer Inbound Calls
• Inbound Conference Calls

Inbound Calls
This test verifies that the recording integration successfully performs the
following tasks:

• Correctly record inbound calls

• Log call details into the call database
• Playback call audio
IMPORTANT
Please be aware that it can take up to 30 seconds after ending the call, before it
is available in the Web GUI.

Step Action Expected Result Result

1. Make an inbound call: The inbound call is
a. Create an inbound call to Trader A recorded.
b. Answer the call, and write down the
exact start time.
c. Speak for at least 10 seconds.
d. Let the CALLER hang up.
e. Write down the exact end time and
duration.
2. Look up the call details the Web GUI. The call details (start
time, end time, duration,
call direction) are visible
and correct.
3. Playback the call audio. The call audio is clearly
audible.
The audio is not
interrupted or truncated
4. Make another inbound call: The inbound call is
a. Create an inbound call to Trader A. recorded.
b. Answer the call, and write down the
exact start time.
c. Speak for at least 10 seconds.
d. Let the CALLED hang up.
e. Write down the exact end time and
duration.

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 5. Look up the call details the Web GUI. The call details (start
time, end time, duration,
call direction) are visible
and correct.
6. Playback the call audio. The call audio is clearly
audible.
The audio is not
interrupted or truncated

Table 17: Inbound Call

Outbound Calls
This test verifies that the recording integration successfully performs the following
tasks:

• Correctly record outbound calls

• Log call details into the call database
• Playback call audio
IMPORTANT
Please be aware that it can take up to 30 seconds after ending the call, before it
is available in the Web GUI.

Step Action Expected Result Result

1. Make an outbound call: The outbound call is
a. Create an outbound call by having recorded.
Trader A dial to an external
destination.
b. Answer the call, and write down the
exact start time.
c. Speak for at least 10 seconds.
d. Let the CALLER hang up.
e. Write down the exact end time and
duration.
2. Look up the call details the Web GUI. The call details (start
time, end time, duration,
call direction) are visible
and correct.
3. Playback the call audio. The call audio is clearly
audible.
The audio is not
interrupted or truncated

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 4. Make another outbound call: The outbound call is
a. Create an outbound call by having recorded.
Trader A dial to an external
destination.
b. Answer the call, and write down the
exact start time.
c. Speak for at least 10 seconds.
d. Let the CALLED hang up.
e. Write down the exact end time and
duration.
5. Look up the call details the Web GUI. The call details (start
time, end time, duration,
call direction) are visible
and correct.
6. Playback the call audio. The call audio is clearly
audible.
The audio is not
interrupted or truncated

Table 18: Outbound Call

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Transfer Inbound Calls
This test verifies that the recording integration successfully performs the
following tasks:

• Correctly record inbound calls for transfer

• The inbound call is put on hold and transferred to another
• Log call details into the call database
• Playback call audio
IMPORTANT
Please be aware that it can take up to 30 seconds after ending the call, before it
is available in the Web GUI.

Step Action Expected Result Result

1. Make an inbound call for transfer: The inbound call is
a. Create an inbound call to Trader A. recorded.
b. Answer the call, and write down
the exact start time.
c. Speak for at least 10 seconds.
d. Answer the call at Trader A and
speak for at least 10 seconds.
Do not hang up.
2. Put the inbound call on HOLD and The inbound call is
transfer it to Trader B: transferred.
a. At Trader A, put the inbound call
on HOLD and make an internal
call to Trader B.
b. Answer the internal call at Trader
B, and speak for at least 10
seconds.
c. Transfer the held inbound call to
Trader B.
d. At Trader B, speak to the external
party (inbound call) for at least 10
seconds.
e. Hang up the call.

3. Look up the call details the Web GUI. The call details (start
time, end time,
duration, call direction)
are visible and correct.
4. Playback the call audio. The call audio is clearly
audible.
The audio is not
interrupted or truncated

Table 19: Transferred Inbound Call

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Inbound Conference Calls
This test verifies that the recording integration successfully performs the following
tasks:

• Correctly record inbound calls for conferencing

• Log call details into the call database
• Playback call audio
IMPORTANT
Please be aware that it can take up to 30 seconds after ending the call, before it
is available in the Web GUI.

Step Action Expected Result Result

1. Make an inbound call: The inbound call is
a. Create an inbound call to Trader A recorded.
b. Answer the call, and write down
the exact start time.
c. Speak for at least 10 seconds.
d. Answer the call at Trader A and
speak for at least 10 seconds. Do
not hang up.
2. Take another line and make a The inbound call is made a
conference call to Trader B: conference call.
a. At Trader A, make an internal call
to Trader B.
b. Answer the internal call at Trader
B, and speak for at least 10
seconds.
c. At Trader A, conference the
inbound call to Trader B.
d. At Trader B, speak for at least 10
seconds.
e. Hang up the call.

3. Look up the call details the Web GUI. The call details (start time,
end time, duration, call
direction) are visible and
correct.
4. Playback the call audio. The call audio is clearly
audible.
The audio is not
interrupted or truncated

Table 20: Inbound Conference Call

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Testing Preferred Satellite
This test verifies that the recording integration successfully performs the
following tasks:

• Recording calls in accordance with the configured route profiles

Step Action Expected Result Result
1. Of the first route profile, check the criteria of
the first rule
a. Log on to a turret with a target that
complies with the first rule, and wait for
1 minute
b. Create a call from the turret of the target
and answer it
c. Speak for at least 10 seconds.
d. Let the caller (target) hang up.

2. In the web GUI, verify if the target has been Recording available on
recorded on the correct satellite. satellite ID as indicated
in the first rule
3. Of the first route profile, check the criteria of
the second rule (if present, otherwise go to
the step describing the default rule))
a. Log on to a turret with a target that
complies with the first rule, and wait for
1 minute
b. Create a call from the turret of the target
and answer it
c. Speak for at least 10 seconds.
d. Let the caller (target) hang up.

4. In the web GUI, verify if the target has been Recording available on
recorded on the correct satellite. satellite ID as indicated
in the first rule
5. Verify all further rules (if any) of this route
profile in the same way
6. Of the first route profile, test the default rule:
a. Log on to a turret with a target that does
not comply with any of the rules
b. Create a call from the turret of the target
and answer it
c. Speak for at least 10 seconds.
d. Let the caller (target) hang up.

7. In the web GUI, verify if the target has been Recording available on
recorded on a satellite defined by the default satellite ID as indicated
rule. in the default rule
If the default rule is empty, verify if the target Recording available on
is recorded on one of the satellites of the channel of the channel
channel group. group

• Repeat these steps for all route profiles

Table 21: Testing Preferred Satellite

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Testing 2N Recording Resilience
This test verifies that the recording integration successfully performs the
following tasks:

• Recording both duplicate streams: the first stream on the primary recording
system, the second stream on the secondary recording system.

Prerequisite
• Turret configured with a main and a duplicate stream for left handset, right
handset and speakers
Step Action Expected Result Result
1. Log on to the pre-configured turret, using Target xxx created on
Trader ID xxx primary and secondary
recording systems
2. Verify if the target is available on both Target xxx is visible in
recording systems: the selection overview
a. In the web GUI of the primary recording of both recording
system, go to tabs cti integration > systems.
selection overview.
Verify if Target xxx is visible. The
Target state is 'Selected'.
a. In the web GUI of the secondary
recording system, go to tabs cti
integration > selection overview.
Verify if Target xxx is visible. The
Target state is 'Selected'.
3. Make a call: The call is recorded on
a. Create a call from the configured turret both recording systems.
b. Answer the call, and write down the
exact start time.
c. Speak for at least 10 seconds.
d. Let the CALLER hang up.
e. Write down the exact end time and
duration.
4. Verify if each stream has been recorded by The first stream has
the proper recording system: been recorded on the
• Look up the Call details in the Web GUI primary recording, the
of both recorders. second stream on the
secondary recording
• On the primary recording system, the
system.
CTI Call ID is:
[turret ID]_1_Handset Left
• On the secondary recording system,
the CTI Call ID is:
[turret ID]_2_Handset Left
NOTE: If the number between the underscores ‘_Y_’ is the same on
both recording systems, only one stream has been recorded.

Table 22: Testing 2N Recording Resilience

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Taking Test Samples
In this step, you agree with the customer to make a certain number of calls during
a set time frame. For example, 15 inbound, outbound, and/or transferred calls
during one hour.

Verify that these calls are recorded, call data is correct, and the audio of the
recorded calls is audible. Use the tables in the previous section for details.

Step Action Expected Result Result

1. Make the calls. The calls are recorded.
2. Look up the call details in The call details (start time, end time,
the Web GUI. duration, call direction) are visible
and correct.
3. Playback the call audio. The call audio is clearly audible. The
audio is not interrupted or truncated.

Table 23: Test Samples

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 9
Appendices
This chapter contains following appendices:

• Appendix A Terminology 127

• Appendix B Install 129
• Appendix C Site Survey 133
• Appendix D Additional Procedures 137
• Appendix E Network Time Protocol 145
• Appendix F Change, Repair or Remove 151
• Appendix G Changing Default Settings 155
• Appendix H Upgrade 167
• Appendix I Automatic Call Remarks in Web GUI 171
• Appendix J Resilience and Failover 173
• Appendix K Update Hosts Files 189
• Appendix L Changing IP Addresses and/or Host Names 191
• Appendix M Manually Adding Database Fields 195
• Appendix N Preferred Satellites 211
• Appendix O Parrot-DSC Based Licensing 215
• Appendix P Statistics 227
• Appendix Q Troubleshooting 229

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Appendix A Terminology
This appendix contains an overview of relevant abbreviations and terms used in
this manual.

Item Description
API Application Programming Interface
Audio End Point Audio stream. A turret can mix audio from several speaker lines into one
stream
BCP Business Continuity Plan (IPC)
BHCA Busy Hour Call Attempts. The number of telephone calls attempted at the
busiest hour of the day.
Call Controller A service linking to the recorder database which reads configuration
details for installed CTI Devices. The Call Controller processes all CTI
Device messages to determine when to start and stop recording for a
specific recording target
Caller ID Identification of the party that initiates a call
Call ID Call identification used in a PBX system
CCLC Call Controller/Link Controller protocol
CCM Converged Communication Manager (IPC)
CDR Call Detail Record. Metadata describing all call information like start time,
end time, duration, phone numbers and names of the parties in the call, ID
of the line on which the call was made, etc.
Converged Main component of IPC platform
Communication
Manager
CTI Computer Telephony Integration
Dealer Board see ‘Turret’.
Device (Type) Audio source: left or right handset, speaker, or mixed speaker lines
DNS Domain Name System. ‘Translates’ the computer host names to IP
addresses and vice versa
DSC Digital Speech Converter
ESD Electrostatic Discharges
FQDN Fully Qualified Domain Name
Fusion NICE application, enabling to find and replay calls from linked multiple
trading recording systems. Previously known as NICE Distributed
Recording (NDR) and (CyberTech) MAX.
GUI Graphical User Interface
Hardening Eliminating security risks from Operating Systems (OS) and networks.
Typically done by removing non-essential software, utilities and services,
limiting access to system partitions and registry, encryption, etc.
IIS Internet Information Services, a set of Internet-based services for servers
using Windows
IP Internet Protocol
Link Controller Interface between NICE Call Controller and IPC Unigy platform
Media Manager Component of IPC platform
Monitor Tool (NICE) “CyberTech” Recording Solution Monitor.
MRS Multiple Recorder Support (license required for NDR)

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 Item Description
NDR See Fusion
NTP Network Time Protocol
NTR NICE Trading Recording. Also referred to as ‘NICE Recording’. Previously
known as “CyberTech Recording System”
P(A)BX Private (Automatic) Branch eXchange
Packet Formatted unit of data.
Preferred Satellite Feature allowing to direct specific calls to selected satellites.
PSTN Public Switched Telephone Network
Recorder Server with recording channels: All-in-One, Core Server with channels, or
satellite.
Redundancy Duplication of critical hardware or software components for resilience
purposes.
Resilience Ability to provide and maintain an acceptable level of service in the case
of problems and failures during normal operation.
Routing Rule Bundle of criteria that defines on which satellite(s) specific calls are
recorded (‘preferred satellite)’.
Routing Profile Bundle of routing rules (‘preferred satellite)’.
RTCP RTP Control Protocol. Provides out-of-band control information and
statistics for an RTP stream.
RTP Real-time Transport Protocol
SIP Session Initiation protocol
SSL Secure Socket Layer
Target Recordable unit (Trader ID)
TCP Transmission Control Protocol
TLS Transport Layer Security
Trader ID Unique identification number assigned to each user for logging on to a
turret. Consists of 2 – 5 digits
Trunk ID Identification of a trunk
Turret Communication device, used specifically by Traders (a.k.a. ‘dealer
board’). It offers multiple concurrent communication channels. Typically it
has 2 handsets and multiple speakers (up to 24).
UDA Unified Desktop Application (an IPC soft client application)
UDP User Datagram Protocol
UMS (IPC) Unigy Management System
UTC Universal Time Coordinated. Primary time standard used for Internet and
World Wide Web. The Network Time Protocol encodes times using UTC.
Time zones are indicated by their offset to UTC (+ or – [xx:xx] hours).
London, UK, has UTC ± 00:00 hrs.
VoIP Voice over Internet Protocol
VOX Voice Operated eXchange (voice operated switch)
WS(LC) Web Services (Link Controller)
Zone IPC unit consisting of a Converged Communication Manager, and Media
Manager and (optionally) Media Gateway. To enable failover, components
can be paired within a zone.

Table 24: Terminology

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Appendix B Install Overview
This appendix contains an overview for the installation engineer. It contains the
main steps for installing, configuring, and testing the NICE / IPC Unigy Active IP
Recording Integration, in combination with NICE Trading Recording, Core Server
Redundancy and (N+1) CTI Server Resilience. You can leave out the sections you
don’t need to install.

Each step refers to the associated section in this manual where you can find the
details. Refer to ‘NICE Trading Recording Manuals ’on page 12 for a complete
overview of reference manuals.

The NICE installation engineer must have a copy of the required installation or
upgrade data on a CD or USB-stick.

Installation Overview
Step System Action Reference
Hardening (Preparation at customer site)
Prep. All systems, network Configuring all required ports • NICE Recording – OS
Hardening Manual –
chapter ‘Firewall’
• See also Appendix C
of this manual, section Open
Port Configuration
NICE Trading Recording
If Core+Chn, Satellites Installing Cards and Firmware, if In case of Parrot- DSC
req. Parrot-DSC cards are applied for cards, follow the steps of
licensing. the separate section of this
If not, skip this step. table below, then proceed
with step 1.
1. Core Server 1 - Master Installing NICE Trading Recording • NICE Recording -
Installation Manual
• See also section
Preparatory Steps on
page 49 of this manual
NICE / IPC Unigy Active IP Recording Integration – Preparation
2. Core Server 1 - Master Creating the Satellite(s) Procedure P01
3. All NICE Trading Setting IPv4 as Preferred Protocol Procedure P02
Recording systems
4. All NICE Trading Checking Network Time Protocol Chapter 5, page 53
Recording and IPC Synchronization
Unigy systems
5. Core Server 1 - Master Updating the Database Separately Chapter 5, page 54
(if necessary)

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 Step System Action Reference
NICE / IPC Unigy Active IP Recording Integration – Installation
IMPORTANT: if roles (Core, Satellite, CTI) are combined on one system, you have to install all
applicable roles on the system in one setup (select the applicable checkboxes in window
Connectivity Roles)
6. Core Server 1 - Master Installing the Integration Chapter 6, page 62
7. Satellites (if present) Installing the Integration (skip for Chapter 6, page 62
All-in-One configuration)
8. CTI Server 1 – Active Installing the Integration (skip if CTI Chapter 6, page 62
is installed on Core Server or
satellite)
9. NTR Web GUI Manually Adding Database Fields Appendix M, page 195
(if applicable)
NICE / IPC Unigy Active IP Recording Integration - Configuration
10. NTR Web GUI Defining a Channel Group Chapter 7, page 77
11. NTR Web GUI Configuring the Link Controllers Chapter 7, page 80
12. NTR Web GUI Defining a Link Group Chapter 7, page 86
13. NTR Web GUI Defining Targets Chapter 7, page 91
14. NTR Web GUI Defining a Target Group Chapter 7, page 93
15. NTR Web GUI Configuring Preferred Satellites Chapter 7, page 96
(if required)
16. NTR Web GUI Configuring Views of IPC Unigy Chapter 7, page 105
Call Data Columns (optional)
17. NTR Web GUI Setting Available Call Type Chapter 7, page 107
18. NTR Web GUI Setting Administrator Access Chapter 7, page 108
Rights (optional)
19. NTR Web GUI Renaming CTI Servers Chapter 7, page 110
20. All systems Testing if integration is functioning Chapter 8, page 113
Core Server Redundancy (if applicable)
21. Core Server 2 - Slave Installing NICE Trading Recording NICE Recording -
Installation Manual
22. Core Server 1 - Master Installing Core Server Core Server Redundancy
Redundancy (includes Res.GUI & 2.6 - Installation Manual
Scheme Updates)
23. Core Server 2 - Slave Installing Core Server Core Server Redundancy
Redundancy (includes Res.GUI & 2.6 - Installation Manual
Scheme Updates)
24. Core Server 2 - Slave Installing the Integration Chapter 6, page 62
25. Satellites Installing Core Server Core Server Redundancy
Redundancy 2.6 - Installation Manual
26. CTI Server 1 - Active Installing Core Server Core Server Redundancy
Redundancy 2.6 - Installation Manual
27. Core Servers 1 and 2 Testing Core Server failover Core Server Redundancy
2.6 - Installation Manual,
chapter 'Configuring CSR'

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 Step System Action Reference
(N+1) CTI Server Resilience (if applicable)
28. CTI Server 2 - Standby CTI Server Resilience: Install Chapter 7, page 111
Standby CTI Server(s)
29. CTI Server 2 - Standby Installing Core Server Core Server Redundancy
Redundancy 2.6 - Installation Manual
30. Core Server 1 & 2 Installing Res. GUI & Scheme NICE CTI Server
Updates - only if no Core Server Resilience Manual
Redundancy is installed
31. CTI Server 1 - Active Installing CTI Server Resilience NICE CTI Server
Resilience Manual
32. CTI Server 2 - Standby Installing CTI Server Resilience NICE CTI Server
Resilience Manual
33. NTR Web GUI Configuring CTI Server NICE CTI Server
Resilience Group(s) Resilience Manual
34. CTI Servers 1 and 2 Testing CTI Server failover NICE CTI Server
Resilience Manual
If required
35. All systems Setting antivirus exclusions NICE Recording – OS
Hardening Manual
36. All systems Adjusting other security settings NICE Recording – OS
Hardening Manual
Table 25: IPC Unigy: Installation Overview

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 Parrot-DSC Based Licensing
1. Core Servers + Install the Parrot-DSC cards, see Page 216
Chn, or Satellites Installing Cards and Firmware
2. Core Server Install NICE Trading Recording NICE Recording - Installation
1 and 2 software on the Core Server Manual
3. Core Servers + Install/update the firmware, see Page 216
Chn, or Satellites Installing Cards and Firmware
4. Core Servers + Adding VoIP Support Page 218
Chn, or Satellites
5. Core Servers + Loading Licenses – Parrot-DSC Page 220
Chn, or Satellites Based Appendix O,
Parrot-DSC
6. Core Servers + Configuring the First VoIP Instance Based Licensing Page 222
Chn, or Satellites
7. Core Servers + Configuring Further VoIP Instances Page 224
Chn, or Satellites (if applicable)
8. Core Servers + Making the Licensed Channels Page 225
Chn, or Satellites Available
9. Core Server 1 - Creating the Satellite(s) Procedure P01 Page 50
Master
10. All NICE Trading Setting IPv4 as Preferred Protocol Procedure P02 Page 53
Recording systems
11. All NICE Trading Checking Network Time Protocol Chapter 5 Page 53
Recording and IPC Synchronization
Unigy systems
12. Core Server 1 - Updating the Database Separately Chapter 5 Page 54
Master (if necessary)
Then continue with NICE / IPC Unigy Active IP Recording Integration
– Installation and further (see above)
Table 26: IPC Unigy: Installation of Parrot-DSC Cards (if applicable)

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Appendix C Site Survey
This Site Survey contains checklists that the installation engineer can use to verify
that all client-specific precondition s are met for successful connectivity.

It contains the following checklists:

• Site Survey – Customer Site Settings

• Site Survey – Open Port Configuration
• NICE Trading Recording
• NICE / IPC Unigy Active IP Recording Integration

Customer Site Settings

Step Description Result Remarks
Customer Settings
1. Have all servers the hardware requirements as
described in Certified Servers Guide – NICE
Recording (NTR) – November 2014? (See also ‘NICE
Trading Recording Hardware Requirements’)
2. Do all servers have the correct OS version? (See
section ‘Software Requirements’ Operating Systems)
3. The network has been properly configured?

4. The firewall is open for ports mentioned in the Open

Port Configuration? (see below)
5. For Network Time Protocol services:
• Windows account and password
• IP address(es) of the NTP server(s)
6. Domain Name System (DNS) is properly configured
and functional?
7. Listing of Fully Qualified Domain Names (FQDN) for
soft licenses available?
8. (Only when upgrading) – What is the approximate size
of the existing database?
9. Are all satellites in the same time zone as the CTI
Server they are connected to?
IPC Unigy Settings
10. Did the IPC engineer properly configure the IPC
Platform?
11. Did the IPC engineer test the IPC Platform?

12. Is recording enabled on the IPC Platform?

13. What is the version of the IPC Converged
Communication Manager?
14. What is the IP address of the IPC Converged
Communication Manager?

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 Step Description Result Remarks
15. What are the IP addresses of the IPC turrets?
16. What are the IP addresses of the IPC Media
Managers?
17. Which port is used to talk to the SIP Server?
(Necessary for the SIP Server Link Controller)
18. Which codec type(s) is/are used in this installation?
19. Is the ‘UMS Secret Key’ (to install Single Sign On
feature) available?
Table 27: Site Survey – Customer Site Settings

Open Port Configuration

This checklist describes the open port configuration for the IPC Web Services
Link Controller and the SIP Server Link Controller on the CTI Server.

The arrow symbols in the table have the following meanings:

 Incoming / Outgoing

No. Description Ports to open Protocol Y/N Remarks

Web Services Link Controller
1. Communication with the 80 TCP
IPC Unigy switch  
SIP Server Link Controller
2. Communication with the 5060 UDP
IPC Unigy switch  
Table 28: Site Survey – Open Port Configuration

IMPORTANT
Consult the ‘NICE Recording – OS Hardening Manual’ for configuration of all
ports.

NICE Trading Recording

Step Description Y/N Remarks
1. Is version 6.3.6 (or higher) of NICE Trading Recording
software available? If YES, on which location?
2. If NICE Trading Recording has already been installed:
is it correctly installed and configured?
3. Is NICE Trading Recording enabled for VoIP/CTI?
4. Are the NICE Trading Recording and IPC components
in the same V-LAN/network environment?
5. Is recording enabled on the IPC Unigy Platform?
Table 29: Site Survey – NICE Trading Recording

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NICE / IPC Unigy Active IP Recording Integration
Step Description Y/N Remarks
1. Is IntegrationSetup.IPC.Unigy.exe software available?
If YES, on which location?
2. Are Virtual/USB dongle licenses available or licenses
and serial numbers for the Parrot-DSC cards?
If YES, on which location?
3. Is softlock code CXXXX_XXXX_softlock.txt for soft
licensing available?
If YES, on which location?
4. Are details of the number of channels per instance
available? (Field Data7 - license e-mail to the customer)
5. Is WireShark software available?
If YES, on which location?
Core Server / All-in-one box
6. Are details of the local Windows administrator account
available? If YES:
• Username
• Password
7. Are network details available? If YES:
• IP address
• Subnet mask
• Default gateway
• Domain name
Satellite
8. Are details of the local Windows administrator account
available? If YES:
• Username
• Password
9. Are network details available? If YES:
• IP address
• Subnet mask
• Default gateway
• Domain name
Table 30: Site Survey – IPC Unigy Active CTI Integration

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Appendix D Additional Procedures

Stop/Start All Services

When preparing an installation, it is necessary to replace or add DLL or INI files.
Before you can perform these actions, you must stop one or more services.
Services can be dependent: you can only stop them if other services are stopped
first.

In such cases, it is advisable to stop all “CyberTech” services, which is easier and
quicker than stopping and starting selected services one by one.

Follow the instructions below.

Stop All Services

1. Open the Monitor Tool, using the icon on your desktop. The Monitor window
appears, showing the list with the states of all “CyberTech” services.

2. Click the button Stop services in the lower right-hand corner of the Monitor
window. All “CyberTech” services are stopped one by one.

Figure 55: Monitor Tool – System Status List (NTR R6)

3. Only the DSC Service keeps on running. To stop it, wait until all services have
stopped, then click the button Stop services again.

Now you can proceed with the main procedure.

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Start All Services
1. Make sure all Parrot API tools (Demo Tool, License Tool, Maintenance Tool
and Programmer) are not active.

2. Open the Monitor Tool, using the icon on your desktop. The Monitor window
appears, showing the list with the states of all “CyberTech” services.

Figure 56: Monitor Tool – System Status List

3. Click the button Start services at the bottom of the Monitor window. All
“CyberTech” services are started one by one, including the DSC Service.

NOTE: If you start the services with a Parrot API Tool open, an error message
appears, and some services will stop unexpectedly. In such a case:
1. Click Stop services again.
2. Wait until they have stopped.
3. Close the Parrot API tool.
4. Click Start services.
Now you can proceed with the main procedure.

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Stop/Start a Single Service
This procedure describes how to stop and start a single service, using the System
Status List of the Monitor tool.

When you stop an individual service, the Controller Service tries to re-start it.

IMPORTANT
Before stopping a service, first stop the Controller Service

Stop the Service

1. Open the Monitor Tool, using the icon on your desktop. The Monitor window
appears, showing the list with the states of all services.

Figure 57: Monitor Tool – System Status List

2. Press [Ctrl] + [Space] to activate the individual Start/Stop buttons.

3. Press the button that shows the required service (in the example below: Stop
Recording Service).

The indicator will turn to yellow first, then to red. The (Recording) Service
stops.

Now you can proceed with the main procedure.

NOTE: The DSC Service cannot be stopped individually. Refer to ‘Stop/Start All
Services’.

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Start the Service
1. Open the Monitor Tool, using the icon on your desktop. The Monitor window
appears, showing the list with the states of all services.

Figure 58: Monitor Tool – System Status List

2. Press [Ctrl] + [Space] to activate the individual Start/Stop buttons.

3. Press the button that shows the required service (in the example below: Start
Recording Service.

The indicator will turn to yellow first, then to green. The (Recording) Service
starts.

4. If applicable, you must also restart the Controller Service.

Now you can proceed with the main procedure.

NOTE: The DSC Service cannot be stopped individually. Refer to ‘Stop/Start All
Services’.

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Logging On to the NTR Web GUI
To configure, monitor and operate the NICE / IPC Unigy Active IP Recording
Integration, you use the NTR Web GUI. This is a web-based interface in the
standard browser window. It contains various options grouped into tabbed menus,
(or ‘tabs’ for short).

Instructions
1. In the browser window’s address bar, type:

• the IP address of the Core Server, when accessing from a different

workstation,
• http://localhost, when accessing from the Core Server itself.
In this case you can also use the icon CyberTech Recording
Solution Application (Monitor Tool).
Now, the login page of the web interface is shown:

Figure 59: Web GUI – Logon

2. Check if the tab Main Administration is active.

3. Type the user name and password, with Administrator rights.

4. Click the button to the right of the Password field, or press [Enter].
The main window of the Web GUI appears:

Figure 60: Web GUI – Main window

From here onward, you can select the required tabs.

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Backing Up the Database
When making changes to the Database on the Core Server, you must always first
create a backup of it.

Instructions
1. On the Core Server, open the program Export Database Settings:

CyberTech > Recorder > Database Maintenance > Export Database Settings.

A command window appears.

Figure 61: Back Up Database – Export Settings

2. Type the following (press [Enter] after entering each item):

• Name of the database to (…) export (backup). Default: recorder.

• Database username. Default: service.
• Database password: the password that was defined when installing NICE
Trading Recording.
• Location of the database dump…: Name of the backup file. File extension
must be .sql.
• Export all existing calls as well?: y.

The program starts to back up the database. This takes some time, and you will
not see a message or sign of activity. Wait until the message ‘The script has
been executed successfully’ appears.

Figure 62: Back Up Database – Script Executed

3. Press a key to close the window.

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 4. Verify that the backup is on the required location.

Figure 63: Back Up Database – Verify Location

Manually Adding a New Target

This procedure describes how to manually add the target of type ‘Trader ID’.

1. Click the cti integration > targets tabs to show a list of all currently defined
targets. In the example below there are no targets.

Figure 64: Overview of All Link Targets - Empty

2. Click the button in the top right-hand corner to open the Add target
window.

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 Figure 65: Add Target

3. Add one or more targets of type ‘Trader ID’ by specifying the following
information:

• Target name(s): Name of the target. This is a free text field.

• Link group: Select from the drop-down list the name of the link group this
target is assigned to.
• Target type(s): ‘Trader ID’. This field also shows the IPC Web Services Link
Controller (between brackets) which registers the target type. The IPC SIP
Server Link Controller does not register the target.
• Target value range start: Number of the target. Enter the first range
number.
Make sure the target value matches the Trader ID number (Target name).
• Target value range end: Type the last number of the desired range. If you
leave this field empty, only the target number entered at ‘Target value
range start’ is selected.
• Target selection: Check this box to activate usage of this target.
4. Click the OK button to save the new target(s). The target input window closes
and you return to the Overview of all link targets window.

• Repeat the above steps for each target or target range you have to define for
the Link Controller.
The targets are added to the Overview of all link targets.

Figure 66: IPC Unigy Targets (Example)

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Appendix E Network Time Protocol
For proper functioning of the recording integration, is extremely important that
all systems in the NICE / IPC Unigy Active IP Recording Integration refer to one
single clock time standard. For this, all systems of both NICE Trading Recording
and the IPC environment must be equipped with the NTP (Network Time
Protocol) time service, and synchronized.

IMPORTANT
Installing the Network Time Protocol will disable the Windows Time Service.

Installing Network Time Protocol

This section describes how to install NTP. It describes following topics:

• Preparation
• Installing and Configuring NTP
• Check NTP Status
• Configure NTP after Installation

Preparation
• For installation and configuration of the Network Time Protocol, it is strongly
recommended to use the Meinberg Windows Installer for NTP. You can
download it at http://www.meinberg.de/english/sw/ntp.htm. Check this site
regularly for updates.
• Verify with the customer the IP-address(es) of the NTP server(s) used at the
customer’s site.

Installing and Configuring NTP

1. Double-click the downloaded …win32-setup.exe file to start installing the NTP
service. It is installed as
automatically started
service.

The License Agreement

window appears:

2. Read the license

agreement and click
I Agree.

Figure 67: NTP – License

Agreement

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 3. Now follow the installation windows.
While installing, adjust the settings as described below.

4. The window Choose Install Location appears (not shown here):

• Destination folder: ‘C:\Program Files\NTP’ or ‘C:\Program Files

(x86)\NTP’. Keep default.
5. The window Choose Components appears:

Figure 68: NTP – Choose Components

Components to install: keep default (all checkboxes selected)

6. Click Next. The setup now starts installing the components.

The window
Configuration Options
appears:

Figure 69: NTP -

Configuration
Options

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 Set the options as follows:
• Location of configuration file: ‘C:\Program Files\NTP\etc\ntp.conf’ or
‘C:\Program Files (x86)\NTP\etc\ntp.conf’. Keep default.
• Create an initial configuration file…: select. This will activate the other
fields shown.
• Want to use predefined public NTP servers…: None
• You can specify up to 9 NTP servers (…) you want to use: enter the IP-
address of the primary time server (which will be stratum 1). The address in
Figure 69 is an example.
• Add a second IP-address, which will be stratum 2. Use a comma to
separate it from the first.
• Use fast initial sync mode (iburst): select (default)
• Add local clock as a last resort reference: select.
• Stratum: fill in (stratum) 6 when you are installing NTP on the Core Server.
For Satellites, CTI Servers and all workstations, fill in (stratum) 12.
NOTE: This configuration ensures that all servers and workstations of the Recording
Integration synchronize to the primary time server (stratum 1), which is usually
directly connected to an atomic clock.
The stratum 2 time server is used as a backup in case the primary server fails.
If both time servers fail, the Core Server (stratum 6) will be leading.
7. When asked, open the generated configuration file ntp.conf to verify the
settings. Close it after checking.

8. Click Next. The window NTP Service Options appears:

Figure 70: NTP - NTP Service Options

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 • Select radio button Create and use a special NTP account (recommended)
• Select all checkboxes in this window (default)
9. Click Next. The window NTP Service Account appears (not shown here).

• Enter a (free text) name for the NTPD account and the password.
Adhere to the customer’s naming and password policy (the account is
supplied by the customer).
10. Click Next. Wait until the installation completes. The Window Completing the
Network Time Protocol Setup Wizard appears:

Figure 71: NTP - Completing the Network Time Protocol Setup Wizard

11. Click Finish. You have now installed the Network Time Protocol.

Check NTP Status

You can check the status of the Network Time Protocol in the Quick NTP Status
file. Location: see Figure 72 below.

Figure 72: NTP – Quick NTP Status

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Configure NTP after Installation
After installation, you can easily re-configure the Network Time Protocol, using
the file ntp.conf. This is located in ‘C:\Program Files\NTP\etc’. Adjust the data
lines, which have no hatch (#). See Figure 73 below.

Figure 73: NTP – Configuration file

After modifying the ntp.conf file, restart the NTP Service to make all changes
come into effect.

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 <BLANK PAGE>

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Appendix F Change, Repair or Remove
Using the setup screen Change, Repair or Remove installation you have following
options:
• Make changes to the settings of the installed integration after completion of
the setup
• Repair errors in the current installation.
• Remove the NICE / IPC Unigy Active IP Recording Integration from your
system.
When uninstalling, the setup
enables you to create backups of
the existing INI files.

Selecting Change, Repair or Remove

You can select one of the options in the Change, Repair or Remove installation
window. To access this window, you must run the setup file that was originally
used to install the integration.

Run Setup
1. Run the setup. You have two options:
• Manually locate the folder containing the original
IntegrationSetup.IPC.Unigy.exe, and double-click the file.
IMPORTANT
Use the original installer kit, stored on the system.

• In Windows Control Panel, Programs > Programs and Features. Right-

click the NICE or CyberTech / IPC Active program line.
The Uninstall/Change button appears. Click this button.
2. The Setup Welcome window appears:

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 Figure 74: Change, Repair or Remove - Setup Welcome

Click Next. The Change, repair, or remove installation window appears.

Figure 75: Change, Repair, or Remove Installation

3. Select the required option. See the explanation below.

4. Click Next.

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Options
Change
With the Change option you can change the:

• role (CTI, Channels) of a system, add a role to it or remove a role from it.
• location of the backup files
• location of the (future) log files
• number of VoIP channels on a recorder
• type of license (Parrot-DSC based, soft or USB dongle license)
• licenses (by entering different license keys/softlock code)
• recorder ID of a satellite
• number of IPC Unigy Web Services or SIP Server link controllers
• ‘UMS Secret Key’, provided by IPC for Single Sign On service.

After clicking the buttons Change and Next, following windows appear:

• Service Credentials
Enter:
♦ Account Name. By default, this is ‘service’.
♦ Appropriate Password.
Click Next.

• Backup Settings
Verify if all relevant files are
backed up. You can add an extra
backup location, if required (click
Browse).
Click Next.
• Connectivity Roles
Change, add, or remove a role.
Depending on the selected role,
one or more windows appear. For details, see chapter 6 ‘Installation’, items:
♦ 3 Connectivity Roles
♦ 7 Recorder Configuration
♦ 8 Satellite settings
♦ 10 Custom Setup
♦ 11 CTI VoIP Settings
♦ 12 CTI VoIP License Settings
♦ 13 Soft License Settings
♦ 14 Single Sign On credentials
• Ready to change
Click Change.
• Changing

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 • Completed
Click Finish.
Reboot the system to make all changes come into effect.

Repair
Repair: the NICE / IPC Unigy Active IP Recording Integration software repairs any
errors that might exist regarding missing or corrupt files, shortcuts, and registry
entries.
After clicking the buttons Repair and Next, following windows appear:
• Service Credentials
Enter:
♦ Account Name (‘service’ by default
♦ Appropriate Password. Click Next.
• Backup settings
Verify if all relevant files are backed up. You can add an extra backup location,
if required (click Browse).
Click Next.
• Ready to repair
Click Repair.
• Repairing
• Completed
Click Finish

Reboot the system to make all changes come into effect.

Remove
Remove: the NICE / IPC Unigy Active IP Recording Integration software is
uninstalled from your system.
After clicking the buttons Remove and Next, following windows appear:
• Service Credentials
Enter:
♦ Account Name (‘service’ by default
♦ Appropriate Password. Click Next.
• Backup settings
Verify if all relevant files are backed up. You can add an extra backup location,
if required (click Browse).
Click Next.
• Ready to remove
Click Remove
• Repairing
• Completed
Click Finish
Reboot the system to make all changes come into effect.

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Appendix G Changing Default Settings
This appendix describes how to change settings configured by the setup, and the
settings of the RTCP parameters.

Changing Settings Configured by Setup

This section describes how to change settings that are automatically configured by
the setup during installation of the integration software.

IMPORTANT
Changing the settings mentioned in this appendix is only allowed if explicitly required.

Before changing these settings, contact the NICE Support Center

(see Appendix Q ‘Troubleshooting’ on page 229 for contact details)

Changing Default Settings on CTI Server

The call controller on the CTI Server performs the automatic creation of users
and the tagging of users to CDR entries.

Disabling Automatic Creation of Users

To manually disable automatic creation of users:

1. Navigate to ‘C:\Program Files (x86)\CyberTech\CTI\CallController\’ and open

CallController.exe.config for editing.

2. In the file, set the value of

<setting name="EnableAutomaticUserCreation"
serializeAs="String">
<value>True</value>
to ‘False’.

3. Save the file and close it, or keep it open for the next steps below.

Tagging a User to CDR entries

Next to this, the call controller’s configuration file has a setting
‘EnableUserTaggingOfCdr’. This enables the call controller to link the ID of a free-
seating user to the CDR entries of a call, based on the Trader ID.

To manually disable linking of a free-seating user’s ID to the CDR entries of a call:

1. Navigate to ‘C:\Program Files (x86)\CyberTech\CTI\CallController\’ and open

CallController.exe.config for editing.
2. In the file, set the value of

<setting name="EnableUserTaggingOfCdr" serializeAs="String">

<value>True</value>
to ‘False’.
3. Save and close the CallController.exe.config.

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Changing Default Settings on Satellite(s)
Match Free Seating Field
During installation of the integration software on the satellite(s), the setup sets the
registry key ‘MatchFreeSeatingField’ to CVSC02, which includes the Trader ID
information. This allows the system to link the ID of a free-seating user to the
VOX entries of a call.

TIP: For more information, see the NICE Recording - Installation Manual, section
‘Match Users with Extension’.

To manually disable linking of a free-seating user’s ID to the VOX entries of a call:

1. Navigate to the registry location ‘HKEY_LOCAL_MACHINE\SOFTWARE\
Wow6432Node\CyberTech\DatabaseInterfaceClient’

2. In the (string type) registry key ‘MatchFreeSeatingField’, remove the setting

CVSC02.

3. Close the registry key to stop, or keep it open for the next steps below.

AutoCreateUsers (in Registry of Satellite)

It is not required to enable the function ‘AutoCreateUsers’ in the registry on the
satellite(s). If, in specific cases, it has to be enabled perform following steps:

1. Navigate to the registry location ‘HKEY_LOCAL_MACHINE\SOFTWARE\

Wow6432Node\CyberTech\DatabaseInterfaceClient’

2. Set the (DWORD type) registry key AutoCreateUsers to ‘1’ (Enabled)

a. Double-click the registry key

a. In the pane that appears, enter ‘1’ (hexadecimal or decimal)
b. Click OK.
3. Close the registry key.

Ignoring CTI Start/Stop

The function ‘Ignoring CTI Start/Stop’ is particularly relevant when CTI Server
Resilience is applied.

In this integration recording is VOX triggered, and not based on CTI start/stop
events.

Whenever the active CTI Server fails over to the standby, the call controller of the
standby CTI Server sends a stop event to all recording satellites. With the function
‘Ignoring CTI Start/Stop’ enabled, the satellites ignore this stop event. In this way
audio recording of the calls in progress on the satellites continues during and after
CTI failover.

This setting is configured by the setup in the CTI_receiver.ini on the satellite(s).

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 You can manually disable the function by changing the setting ‘Ignore CTI Starts
and Stops’:
4. On a satellite, navigate to the folder ‘C:\ProgramData\CyberTech\INI_Files’.

5. Open the file CTI_receiver.ini for editing.

6. Change following line

• IgnoreCtiStartsAndStops=Yes
into

• IgnoreCtiStartsAndStops=No
7. Save and close the CTI_receiver.ini.

NOTE: Drive C:\ is assumed to be the standard location for the program files. If
applicable, replace it by the actually used drive letter.

Changing RTCP Settings

By default, RTCP is enabled.

The RTCP settings are related to the following alarms:

• Alarm 9500 (RTP quality drop)

• Message 9501 (RTP quality drop – follow-up message)
• Alarm 9502 (NO RTCP reports received)
For details, consult the NICE Recording - Alarms Guide.

Parameters
Parameters set in the DSC_server.exe.config:
• PacketLossThreshold. Default 10%. The maximum allowed packet loss (ratio
between send and received packets), before an alarm occurs.
• AlarmingInterval. Default 5 minutes. Time interval used when monitoring the
alarming situation.
When loss of packets exceeding the threshold occurs, it is monitored during
the remainder of the interval time period. If the situation persists at the end of
the interval, alarm 9500 occurs. This alarm is followed at the end of the next
interval by status message 9501. This message is refreshed with each new
interval, as long as the alarming condition is present.

message 9501
packet loss > 10% detected alarm 9500 occurs message 9501 occurs refreshed

alarming interval
packet loss > treshold

Figure 76: RTCP - Timeline

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 • RtcpTimeOut. Default: 1 minute. Maximum period of time the RTCP
component will wait for an RTCP report. When this period expires, alarm
9502 occurs.
• StartRtcpPort: Default 10003. The number of the first Audio Local Port used
for RTCP (always an odd number). For details of Appendix O ‘Parrot-DSC
Based Licensing’, section ‘Configuring the First VoIP Instance’.
• SupervisionStartDelayMs: Default 50 msec. Corresponds with the ‘start delay’
parameter of the VOX settings.

Procedure
To change the default RTCP settings, navigate to the folder with the DLL files
(‘C:\Program Files (x86)\CyberTech\Recorder\ParrotDSC’).

1. Select the file DSC_server.exe.config and make a backup of it.

2. Open the original file for editing. Go to the section <applicationSettings>. See
Figure 77 below.
...
logs according to the CyberTech rules. -->
<File value="@Managed.Firmware" />
<MaximumFileSize value="1000MB" />
</appender>
</log4net>

<applicationSettings>
<Firmware.RtcpStatistics.Properties.Settings>
<setting name="AlarmingInterval" serializeAs="String">
<value>00:05:00</value>
</setting>
<setting name="PacketLossThreshold" serializeAs="String">
<value>10</value>
</setting>
<setting name="StartRtcpPort" serializeAs="String">
<value>10003</value>
</setting>
<setting name="AlarmingServerEndpoint" serializeAs="String">
<value>http://localhost:4149/AlarmingService</value>
</setting>
<setting name="RtcpTimeOut" serializeAs="String">
<value>00:01:00</value>
</setting>
<setting name="SupervisionStartDelayMs" serializeAs="String">
<value>50</value>
</setting>
</Firmware.RtcpStatistics.Properties.Settings>
</applicationSettings>
</configuration>
...

Figure 77: DSC_server.exe.config – RTCP Settings

3. Enter the required value for each setting between <value> . . . </value>.

Following values are possible:

• AlarmingInterval: minimum 12 sec, maximum maximum 1 hour (value

00:00:12 to 01:00:00). When entering 0, no interval is set.
• PacketLossThreshold: minimum 0%, maximum 100%. When setting the
value to 100% will not cause an alarm, except in case of missing audio.

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 • RtcpTimeOut: minimum 10 sec, maximum 1 hour (value 00:00:10 to
01:00:00). When entering 0, no time out is set.
• StartRtcpPort: Must correspond with the first Audio Local Port number
used for RTCP (always an odd number). Change this setting only if the first
Audio Local Port number is not the default value (10002). Otherwise leave
the default 10003.
For details of Audio Local Port numbers, see Appendix O ‘Parrot-DSC
Based Licensing’, section ‘Configuring the First VoIP Instance’.
IMPORTANT
If you manually set the Audio Local Port numbers, be sure there is no gap
between two instances in channel count and port numbers.
Otherwise RTCP will not work properly.

• SupervisionStartDelayMs: minimum 1 msec, maximum 3600000 msec.

When entering 0, the feature is disabled.
The value of this setting must always be equal to the value of the VOX
parameters ‘start delay’. Refer to this Appendix, page 162, for instructions
on Verifying VOX Settings Using the Maintenance Tool.

Setting the Occurrence of Message 9501

After alarm 9500 has occurred, it is followed up by an RTP quality summary,
which appears as message 9501 (RTP quality drop) at each alarm interval time
period, as long as the alarming condition is present.

You can define if you want to see this RTP quality summary:

a. as a message (via SNMP) and a database entry (shown in NTR Web GUI)
b. only as a message (via SNMP)
c. not at all
For this:
1. On a recorder (Core server with channels or satellite), stop the Satellite
Controller Service. Refer to Appendix D, section ‘Stop/Start a Single Service’.

2. Navigate to the folder ‘C;\Program Files (x86)\CyberTech\SatelliteController’,

select the file SatelliteController.WindowsService.exe.config and make a
backup.

3. Open the original file for editing, and go to the section <applicationSettings>,
<SatelliteController.Properties.Settings>. See Figure 78 below.

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 ...
<applicationSettings>
<SatelliteController.Properties.Settings>
<setting name="SatelliteId" serializeAs="String">
<value>00000000-0000-0000-0000-000000000000</value>
</setting>
<setting name="CtiReceiverHost" serializeAs="String">
<value>localhost</value>
</setting>
<setting name="CtiReceiverPort" serializeAs="String">
<value>4245</value>
</setting>
<setting name="RtcpSummarySendMode" serializeAs="String">
<value>EnabledSendOnly</value>
</setting>
</SatelliteController.Properties.Settings>
<SatelliteController.Server.Properties.Settings>
<setting name="Port" serializeAs="String">
<value>4345</value>
</setting>
<setting name="ReservationsTimeoutAtDisconnect"
serializeAs="String">
<value>00:00:00</value>
</setting>
</SatelliteController.Server.Properties.Settings>
</applicationSettings>
...

Figure 78: SatelliteController.WindowsService.exe.config

4. For the setting RtcpSummarySendMode, enter the required value between
<value> . . . </value>. Following values exist:

a. EnabledSendAndStore: Creates a 9501 message via SNMP and a database

entry
b. EnabledSendOnly: Default. Creates a 9501 message via SNMP, no database
entry.
c. Disabled: No message via SNMP, no database entry.
If no value or an incorrect value is entered, the default EnabledSendOnly is set.

5. Save and close the file.

6. Re-start the Satellite Controller Service.

Repeat these steps on all satellites.

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Modifying VOX Settings in the CTI Receiver
You can manually configure Call Split (VOX) and/or modify the VOX Parameters
by updating the corresponding settings in the CTI Receiver INI files.

Procedure
1. On a recorder, navigate to the folder ‘C:\ProgramData\Cybertech\INI_files’
(this folder might be hidden). Make a backup of the CTI_Receiver.ini file.

2. Open the original CTI_Receiver.ini for editing. Now perform the required
steps below.

Modifying VOX Parameters

• In the CTI_Receiver.ini, go to the lines cti_mode_command= and
vox_mode_command=.
In both lines, you can change the VOX setup. The default is 1 50 5000.

Explanation:

• 1: VOX triggered from one active side

• 50 (milliseconds): start delay
• 5000 (milliseconds): stop delay
The CTI_Receiver ini now looks like the following:

[Main]
ParrotDllToLoad=.\Prtdsc.dll
ParrotIniFile=.\parrot.ini
cti_mode_command=supervision 0;prog all directaudio set;vox_setup
1 50 5000;call_split all 15
vox_mode_command=supervision 0;prog all directaudio set;vox_setup
1 50 5000;call_split all 15
WriteMetaDataToFile=No
FilterUnexpectedTags=0
VolumeLevel=0
VolumeLevelMute=-9
IgnoreCtiStartsAndStops=Yes

[CTI_Network]
PlainCtiPort=4245
SSLCtiPort=0
CtiAddress=0.0.0.0
SSLCertName=CyberTech Test Cti Server
SSLClientAuth=Yes

Figure 79: CTI_Receiver.ini: VOX Setup

When changing the VOX parameter setting start delay, you must also change the
value of the setting StartRtcpPort in the DSC_server.exe.config! Refer to this
Appendix, section ‘Changing RTCP Settings’ on page 157.

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Configuring Call Split (VOX)
Speaker and handset channels can be open for long undisrupted periods of time.
To avoid huge audio files, and make the continuous audio stream more accessible,
recording must be split into smaller segments. The default setting is 15 minutes.
Other values are possible, but not recommended.

Procedure
• In the CTI_Receiver.ini, go to the lines cti_mode_command= and
vox_mode_command=.
In both lines, you can change the Call Split, from the default to a different
value, e.g. 30 (minutes)

The CTI_Receiver ini now looks like the following:

cti_mode_command=supervision 0;prog all directaudio set;vox_setup

1 50 5000;call_split all 30
vox_mode_command=supervision 0;prog all directaudio set;vox_setup
1 50 5000;call_split all 30

Figure 80: CTI_Receiver.ini: Call Split

Verifying VOX Settings Using the Maintenance Tool

To verify if the VOX settings have been properly implemented, you can use the
Maintenance Tool. Perform following steps on each recorder (Core Server with
channels or satellite).

To verify if the Call Split has been properly set

1. Open the Maintenance Tool (Windows Start > (All) Programs > CyberTech >
Parrot API > Maintenance Tool).

NOTE: In the Maintenance Tool, the VoIP instance is referred to as ‘board’, also
in case of virtual licensing.

2. In the initial window select Settings > Board (not shown here).

3. In the Board number window, select the required Board.

4. In the input window, type call_split all.

5. Press [Enter]. The output window now shows the call split settings for all
channels. The time period set must correspond with the one set in the
CTI_Receiver.ini file.

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 Figure 81: Maintenance Tool – Verify Call Split (VOX)

6. Repeat step 2. to 5. for all boards (VoIP instances) on this recorder.

To verify the VOX start delay:

1. Open the Maintenance Tool (Windows Start > (All) Programs > CyberTech >
Parrot API > Maintenance Tool).

NOTE: In the Maintenance Tool, the VoIP instance is referred to as ‘board’, also
in case of virtual licensing.
2. In the initial window select Settings > Board (not shown here).

3. In the Board number window, select the required Board.

4. In the input window, type vox_setup. The Output pane shows the current
settings.

Figure 82: Maintenance Tool – Verify VOX Setup

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 The VOX settings must correspond with the settings you made in the
CTI_Receiver.ini file. By default, these are
mode : 1
start delay : 50 ms
stop delay : 5000 ms
5. Close the Maintenance Tool

6. Reboot the system to make all changes come into effect.

Repeat these steps on each recorder.

Remark:
You can also use the Maintenance Tool to manually modify the Call Split and
VOX start delay settings. However, if they do not correspond with the settings in
the CTI Receiver INI file, they will return to the values in the INI file every time
the CTI Receiver is (re)started.

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Adjusting the Audio Detection Limit
All channels are configured to be VOX (“voice operated exchange”) triggered. The
channels of the recording system record all audio on open turret lines, also if there
is noise on the line instead of a call in progress.

To prevent undesired noise recording, you can set the audio detection limit, also
known as VOX threshold. You can set this threshold (in millivolts) in the VoIP INI
files of all VoIP instances.

Procedure
1. Stop the DSC Service. See Appendix D, section ‘Stop/Start All Services’ for
instructions.

2. Open the PrtVOIP0.ini, and go to the top part of the file. In the line
VoxThreshold_mV=0, change ‘0’ to the required value. See Figure 83 below.

...
[ApiSettings]
...
LoadWinPCap=0
LicComMode=0
...
VoxMinDetectionTime_ms=1
VoxThreshold_mV=50

[Found Adapters]
...

Figure 83 PrtVoIP0.ini after Setting the Audio Detection Limit

The recommended setting is between 15 and 50 mV.

The default value is 0, which disables the audio detection limit. This means all
open turret lines are continuously recorded.
3. Save the PrtVOIP0.ini.

4. Repeat this procedure for all VoIP instances of the recorder (Core Server with
channels or satellite) by modifying the PrtVoIP1.ini, PrtVoIP2.ini and
PrtVoIP3.ini, if applicable.

5. Re-start the DSC Service. See Appendix D, section ‘Stop/Start All Services’ for
instructions.
Repeat these steps on all recorders.

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 <BLANK PAGE>

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Appendix H Upgrade Scenarios
Introduction
This section describes scenarios for upgrading multiple components, or NICE IPC
Unigy Setup on older versions of NICE Trading Recording.

Below you find the scenarios to be performed.

Upgrade a Core Server with Recording Channels

• Upgrade a Core Server with recording channels (all versions of NICE Trading
Recording to Integration IPC Unigy 2.2.x).

Upgrade Multiple Components

• Upgrade the NICE Trading Recording software (e.g. from version 6.3.x to
version 6.4 and higher).
• Change the recording system configuration from configuration 2 (Core Server
with integrated CTI Server and separate recording satellite(s)) to configuration
3 (Core Server with separate CTI Server and separate satellite(s)).
This will change the CTI from an integrated one (on the Core Server) to a
dedicated CTI Server (on a separate system).

NOTE: If you have to perform an upgrade from configuration 1 to configuration 2

or 3, i.e. from a Core Server with channels to a Core Server without channels,
contact NICE Support (see Appendix Q ‘Troubleshooting’ on page 229 for contact
details).

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Upgrade a Core Server with Recording Channels
It is not possible to directly upgrade to Integration IPC Unigy 2.2.x, if the
recording system has a Core Server with channels (All-in-One system or a
Core Server with Recording Channels and a separate CTI Server).

For this, you have to perform following steps on the Core Server:
1. If NICE Trading Recording 6.3 or lower is installed, first upgrade this to 6.4 or
higher. For this, follow the steps in NICE Recording - Installation Manual,
chapter 5 ‘Upgrading from 6.0.3 (or higher) to NICE Trading Recording 6.5’.
2. Create a backup of the database. For instructions, see Appendix D, section
‘Backing Up the Database’.

IMPORTANT
Be sure to have a backup of the database created!
If you don’t, the database will be lost!

3. Uninstall NICE Trading Recording 6.5.

Remark: when you uninstall the recording software, the database is removed.
For this reason the backup is required.

4. Re-install NICE Trading Recording 6.5. Select the Core Server deployment.

Figure 84: Deployment Type (Re-installing NICE Trading Recording)

This installs the Core Server without recording channels. The channels are
installed during the next steps by the integration software.
5. Install Integration IPC Unigy 2.2.x. Assign the ‘Channels’ role to the Core
Server (see Figure 85).

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 Figure 85: Re-installing Channels on Core Server

For further instructions, see chapter 6 ‘Installation’.

Upgrading Multiple Components

To upgrade the Active Integration, NICE Trading Recording, and the
configuration together, perform following steps in the sequence indicated here.

1. Remove the CTI from the Core/CTI server:

a. Uninstall the CyberTech IPC Active R1.0.x Integration from the Core/CTI
server.
For this you can use the (original) Active R1.0.x setup file, or the Windows
Control Panel > Programs and Features. See Appendix F above: ‘Change,
Repair or Remove’

NOTE: Uninstalling the integration software does not affect the installed NICE
Trading Recording system software. The Core Server will remain on the
system.

b. Re-install the CyberTech IPC Active R1.0.x integration software (same

version!) on the same (Core) server.
During setup, select “Dedicated server” in the window Deployment Type.

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 Figure 86: Deployment Type (Re-installing Previous Version)

Now, the integration software is re-installed on the Core Server, without the
CTI.

2. If desired, upgrade the NICE Trading Recording software to version 6.4 or

higher

For this, follow the steps in NICE Recording - Installation Manual, chapter 5
‘Upgrading from 6.0.3 (or higher) to NICE Trading Recording 6.5’.

3. Upgrade the CyberTech IPC Active R1.0.x to Integration IPC Unigy 2.2.x on:

a. Core Server (without CTI)

b. Satellites
c. CTI Server
For this, follow the steps in chapter 6 ‘Installation’.

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Appendix I Automatic Call Remarks in Web GUI
In this integration, information about satellite failover and recording on demand
is automatically added to the call data, where applicable. This information is
shown in the Web GUI when the call is replayed, as a remark in the Auto player.

Remarks also refer to small red boxes ‘A’ and ‘B’ (and more, if applicable) on the
Audio player’s time bar to indicate the point of time.

In the column ‘Remarks’ of the pane Search Results, the calls with automatic
remarks have an indicator ‘ ’.

Record on Demand
Call recordings that were stopped or started on demand, show a remark in the
audio player window.

• ‘Record On Demand: Recording Stopped <line type>’

• ‘Record On Demand: Recording Started <line type>’
The remark shows which line stopped or started the recording, e.g. ‘Left Handset’.
See Figure 87.

Figure 87: Record on Demand – Remarks in Web GUI

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Satellite Failover
The recording of calls in progress during satellite failover consists of two parts:
one on the failing satellite and one on the satellite that took over. In such a case,
the Web GUI shows two calls, both having a remark in the audio player window:

• ‘Failover Remark: Call ended due to failover on channel <x>’ (see Figure 88)
• ‘Failover Remark: Call restart due to failover. Failing over from channel <x> to
channel <y>’ (see Figure 89).
EXAMPLES:

Figure 88: Failover –‘Call Ended’ Remark in Web GUI

Figure 89: Failover – ‘Call Restart’ Remark in Web GUI

For details, see Appendix J ‘Resilience and Failover’.

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Appendix J Resilience and Failover
The first part of this appendix is relevant when Satellite Pooling or CTI Server
Resilience is applied within the NICE / IPC Unigy Active IP Recording Integration.

It describes what happens to calls in progress when a satellite or CTI Server fails over
to another. Failover can result in incomplete audio or CDR files of calls that were in
progress when failover occurred. The exact impact on audio and CDR is described
below.

The second part of this appendix describes the failover behavior of IPC zones,

Topics:
• CTI Server Resilience – Failover Behavior
• CTI Server – Power Failure
• CTI Server – Network Failure
• CTI Server – Forced or Error-Caused Failover
• Satellite Pooling – Failover Behavior
• Satellite Failover – Power Failure
• Satellite Failover – Network Failure
• IPC Unigy Zone Resilience – Failover Behavior
• 2N Recording System Resilience

CTI Server Resilience – Failover Behavior

CTI Server failover is triggered in case of

• failure caused by loss of network connection,

• power failure
• specific alarms defined in the CTI Server Resilience error profile
You can also manually invoke failover of a CTI Server by clicking the Force
Failover button.

Impact on Audio and CDR

The impact of CTI Server failover within the NICE / IPC Unigy Active IP
Recording Integration on audio and CDR files depends on:

• The version of the integration (v1.x or v2.0),

• The cause of the failover: network connection loss, power failure, error profile
or forced failover.
• The Timestamp setting (NICE / IPC Unigy Active IP Recording Integration
v2.0 only).See explanation below.

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 Time Stamping
NICE / IPC Unigy Active IP Recording Integration v2.0:

The failover behavior of version 2.0 depends, amongst others, on the time stamping
of start events.

By default, start time stamping by the IPC Unigy environment is used. To enable
time stamping by the NICE / IPC Unigy WebService link controller, include the
link parameter CtTimestamp=True in the link controller’s General Settings (by
default this value is ‘False’).

See chapter 7 Configuration, ‘Configuring the Link Controllers’, section ‘General

Link Settings’ on page 81.

NICE / IPC Unigy Active IP Recording Integration v1.x:

Although in NICE / IPC Unigy Active IP Recording Integration v1.x the start event
timestamp can also be set to these options, this setting has no influence on failover
behavior.

CTI Server – Power Failure

NICE / IPC Unigy Active IP Recording Integration v1.x or v2.0 with CT
Timestamp

Figure 90: CTI Server Failover – Power failure (v1.x, or v2.0 with CT Timestamp)

CDR
• 1 Call Data record for second part of the call on standby CTI Server.
No Call Data record for first part of the call.

Audio
• 1 complete audio file on satellite x.

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 NICE / IPC Unigy Active IP Recording Integration v2.0 (without CT
Timestamp)

Figure 91: CTI Server Failover – Power failure (v2.0)

CDR
• 1 complete Call Data record on standby CTI (using IPC Unigy time stamp of start
event).

Audio
• 1 complete audio file on satellite x.

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CTI Server – Network Failure
NICE / IPC Unigy Active IP Recording Integration v1.x, or v2.0 with CT
Timestamp

Figure 92: CTI Server Failover – Network failure (v1.x, or v2.0 with CT Timestamp)

CDR
• 1 Call Data record for first part of the call on failed-over (active) CTI Server.
Call Data record is recovered after reconnecting the active CTI Server to the
network.
• 1 Call Data record for second part of the call on standby CTI Server.

Audio
• 1 complete audio file on satellite x.

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 NICE / IPC Unigy Active IP Recording Integration v2.0 (without CT
Timestamp)

Figure 93: CTI Server Failover – Network Failure (v2.0)

CDR
• 1 Call Data record for first part of the call on failed-over (active) CTI Server.
Call Data record is recovered after reconnecting the active CTI Server to the
network.
• 1 complete Call Data record on standby CTI (using IPC Unigy timestamp of start
event).

Audio
• 1 complete audio file on satellite x.

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CTI Server – Forced or Error-Caused Failover
NICE / IPC Unigy Active IP Recording Integration v1.x, or v2.0 with CT
Timestamp

Figure 94: CTI Server Forced or Error-Caused Failover (v1.x, or v2.0 with CT Timestamp)

CDR
• 1 Call Data record for first part of the call on failed-over (active) CTI Server.
• 1 Call Data record for second part of the call on standby CTI Server, starting
approx. 30 seconds after failover. Approx. 30 seconds of Call Data missing.

Audio
• 1 audio file on satellite x, from call start to failover.
• 1 audio file on satellite x, from approx. 30 seconds after failover to call end.
Approx. 30 seconds of audio lost after failover.
NOTE: The duration of lost call data may vary. In such a case, the lost audio has the
same duration as the lost data.

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 NICE / IPC Unigy Active IP Recording Integration v2.0 (without CT
Timestamp)

Figure 95: CTI Server Forced or Error-Caused Failover (v2.0)

CDR
• 1 recovered Call Data record for first part of the call on failed-over (active) CTI
Server.
• 1 complete Call Data record on standby CTI (using IPC Unigy timestamp of start
event).

Audio
• 1 audio file on satellite x, from call start to failover.
• 1 audio file on satellite x, from approx. 30 seconds after failover to call end.
Approx. 30 seconds of audio lost after failover.

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Satellite Pooling – Failover Behavior
Strictly speaking, satellite failover support (or “satellite pooling”) is not a type of
resilience. It does not use a redundancy kit, but only an additional satellite with the
appropriate VoIP licenses. For dynamic channel assignment all satellites are used,
there is no specific standby satellite.

The channels of a failing satellite are skipped, and those of the next satellite in line
are used. Calls in progress on the failing satellite are re-directed to the channels of
the next available satellite.

Failover is triggered by loss of network connection, or power failure, not by

alarms or a failing recording service.

The impact of satellite failover within the NICE / IPC Unigy Active IP Recording
Integration on audio and CDR files depends only on the cause of the failover
(network connection loss or power failure).

The failover behavior is the same for all versions of the integration.

NOTE: With satellite failover the channel changes. Whether the start event timestamp
is CT or IPC Unigy is not relevant.

Satellite Failover – Power Failure

NICE / IPC Unigy Active IP Recording Integration v1.x or v2.0

Figure 96: Satellite Failover– Power Failure (v1.x, v2.0)

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 CDR
• 1 Call Data record for first part of the call on the active CTI Server, from start
to approx. 40 seconds after failover. This CD record includes the lost audio.
• 1 Call Data record for second part of the call on Active CTI Server, starting
approx. 40 seconds after failover.

Audio
• 1 audio file on satellite x, from call start to failover.
Audio (incl. metadata) is recovered after re-commissioning of satellite x.
• 1 audio file on satellite y, from approx. 40 seconds after failover to call end.
Approx. 40 seconds of audio lost after failover.
st
Blank audio: replay of the call using the Call Data record of the 1 part (including
the lost audio) results in a partial call with a “blank” part of approx. 40 sec at the
end.
st
The duration of lost audio may vary. In such a case, the end of the 1 Call Data
nd
record corresponds with the end of the lost audio part. The 2 Call Data record
starts where the first ends.

NOTE: When replaying the call, remarks in the Web GUI show information about the
failover (see Appendix I ‘Automatic Call Remarks in Web GUI’).

Satellite Failover – Network Failure

NICE / IPC Unigy Active IP Recording Integration v1.x or v2.0

Figure 97: Satellite Failover– Network Failure (v1.x, v2.0)

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 CDR
• 1 Call Data record for first part of the call on active CTI Server, from start to
approx. 30 seconds after failover. This CD record includes the lost audio.
• 1 Call Data record for second part of the call on Active CTI Server, starting
approx. 30 seconds after failover

Audio
• 1 audio file on satellite x, from call start to failover.
Audio (incl. metadata) is recovered after reconnecting satellite x to the
network.
• 1 audio file on satellite y, from approx. 30 seconds after failover to call end.
Approx. 30 seconds of audio lost after failover.
st
Blank audio: replay of the call using the Call Data record of the 1 part (including
the lost audio) results in a partial call with a “blank” part of approx. 30 sec at the
end.
st
The duration of lost audio may vary. In such a case, the end of the 1 Call Data
nd
record corresponds with the end of the lost audio part. The 2 Call Data record
starts where the first ends.

NOTE: When replaying the call, remarks in the Web GUI show information about the
failover (see Appendix I ‘Automatic Call Remarks in Web GUI’).

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IPC Unigy Zone Resilience – Failover Behavior

Stateless Failover
Stateless failover is failover from one zone to another.

Figure 98: Zone Resilience – Stateless Failover

IPC Unigy side

Zone 1 and 2 are both operational, each serving a group of traders. Usually each
zone has capacity for two such groups, to ensure resilience.

When Zone 1 fails due to network or power failure, the failover process logs all
traders out. The turrets are re-directed to the next zone listed in their turret
profile (Zone 2 in the example). Failover takes approx. 10 seconds.

Traders have to manually log in again. Then business continues as usual.

NICE Trading Recording side

When traders are logged out at the end of the failover, the turrets send a
notification to the recording system. The SIP Server Link Controller closes its
sessions down, and the RTP (audio) streams are stopped.

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 The Web Service Link Controller of Zone 1 (WSLC 1) continues its operation up to
30 seconds (configurable) after the start of failover. During this 30 seconds’ period
the trader’s status is denoted as ‘unknown’.

After the trader has logged in on Zone 2, the CCM notifies the Web Service Link
Controller of Zone 2 (WSLC 2). WSLC 2 allocates new SIP sessions to establish
recording, and the turrets start streaming the audio to the assigned channels.

WSLC 1, still operational, locks the channels reserved for Zone 1. In such a case,
too few channels might be available for WSLC 2. This link controller will wait with
channel assignment until WSLC 1 has closed down, 30 seconds (configurable) after
failover has started. Zone 2 will repeatedly send logon notifications until WSLC 2
starts the sessions.

Stateful Failover
Stateful Failover is failover within a zone, using redundant components. Both
active and standby CCM communicate with NICE Trading Recording via one
(virtual) IP address.

Figure 99: Zone Resilience– Stateful Failover

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 IPC Unigy side
When its active CCM fails, the zone switches over to the standby CCM. Traders are
moved to the standby, but stay logged in. There is no impact on calls in progress.

NICE Trading Recording side

When failover takes place, RTP streaming from the turrets is not affected, and SIP
Sessions continue. In some cases, communication between the IPC zone and the
Web Services Link Controller can be interrupted for a brief period (<10 sec).

There is no impact on recordings or Call Data records.

If, in exceptional cases, the Web Services Link Controller does not receive keep-
alive messages from the IPC zone for longer than 30 seconds (configurable), it will
start to close down all SIP Server and Web Services sessions. RTP streaming stops.
When the communication is up again (keep-alive messages coming from the
standby CCM), all sessions and RTP streaming are restarted.

2N Recording System Resilience

With 2N Recording System Resilience, two complete recording systems are
recording two identical audio streams. Both recording systems are connected to
the same IPC zone(s). They are distinguished as “primary” and “secondary”, but
there is no functional difference. They are both active and record independently
from each other. Figure 100 below shows two recording systems connected to two
zones. In such a case, each recording system must have sufficient capacity to
handle both zones when the other system fails.

Figure 100: 2N Recording System Resilience –

Two Recording Systems Connected to Two Zones

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 First and second audio streams
Each zone sends logon/logoff information, containing the turrets’ recording
profiles, to both recording systems, using HTTP/XML.

In the recording profile of a turret, each mix of devices is available in duplicate: as

a “first” and a “second” audio stream. Both recording systems assign a destination
to each audio stream to be recorded. Now, the turrets of both zones send out all
“first” audio streams to the “primary” recording system, and all “second” streams
to the “secondary” system. As a result, all audio and call data will be available in
duplicate.

No failover mechanism is required. In case one recording system fails, the other
continues recording. All audio and call data are still available. See Figure 101 below.

Figure 101: 2N Recording System Resilience –

Secondary Recording System Failing

Zone failover with 2N Recording System Resilience

If one of the zones fails, stateless zone failover takes place. Turrets connected to
the failing zone, will switch over to the zone that is still active. Both recording
systems continue recording ‘first’ and ‘second’ streams from this zone.

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 Figure 102: 2N Recording System Resilience – Zone Failover

For details, refer to IPC Unigy Zone Resilience – Failover Behavior in this
appendix on page 183.

Archiving
Call recordings can be archived using synchronization of both Core Servers,
See also Figure 100 above.

Core Server synchronization

When Core Server synchronization is used, the primary Core Server archives the
calls and sends information about this to the secondary Core Server. The secondary
Core Server archives the calls that have not been archived by the primary.

Both Core Servers send their archived calls to the corresponding archive locations.
The archiving system synchronizes the contents of both archive locations. This
makes all calls available on each archive location.

No Core Server synchronization

If no Core Server synchronization is used for archiving, both Core Servers archive
their own calls only. There is no information exchange about archived recordings.

Note that the occurrences of a call on both recording systems might slightly differ
from each other. This can be caused, for example, by different channel numbers
and audio file names, and small differences in length of the audio file. When
synchronizing, the archiving system does not recognize duplicate calls, and stores
both occurrences in both archiving locations. This leads to undesired quadruple
storage of call recordings.

Therefore it is recommended to disable the automated archiving synchronization

when Core Server synchronization is not used.

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Appendix K Update Hosts Files
The Domain Name System (DNS) ‘translates’ the computer host names to IP
addresses and vice versa. It looks up names and corresponding IP addresses in
tables.

Chapter 8‘Pre-production Testing’, section ‘Verifying the CTI Connectivity’

describes how to check proper functioning of the DNS, after installation of the
recording integration.

Without a properly working DNS, the servers of the NICE Trading Recording
system are not able to connect to each other, when using computer names.

In such a case, the hosts files of the servers in the NICE Trading Recording system
are used. You have to update these with all host names and IP addresses of all NTR
and NDR servers.

IMPORTANT
Before you modify a hosts file, make sure you have a backup created!

Procedure:
1. Prepare a list of NTR/NDR computer names and corresponding IP addresses.
If it is not complete, you can find a computer name as follows:

a. Right-click (My) Computer. In the menu, select Properties (or Start >
Control Panel > System). The window shows the data of the computer. Use
the ‘Full computer name’ (that includes the domain name).

Figure 103: Computer Properties

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 TIP: You can easily copy the name from the
pane that appears when you click Change settings.
2. On each server in the NICE Trading Recording system (including the NICE
Distributed Recording (NDR) server(s)):

a. Navigate to ‘…\Windows\System32\drivers\etc’ and open the file hosts for

editing.
b. At the bottom of the file, fill in the names and IP addresses of all servers:
one line for each hostname/IP address combination (separated by at least
one space).
The file itself contains instructions how to do this. See Figure 104.

Figure 104: Hosts File

c. Save and close the file.

• Repeat this on all servers of the NICE Trading Recording system (including
NICE Distributed Recording (NDR)).
You can copy the files from one server to another, via the network.

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Appendix L Changing IP Addresses and/or Host Names
This procedure describes how to change the IP address or host name of one of the
components of an operational recording system, and the steps to be taken
afterwards.

IMPORTANT
In case of virtual licensing, the license is based on the Fully Qualified Domain
Name of the satellite. If you modify the host name of a satellite, you must obtain
a new license.

Changing Host Name/IP Address

To change the hostname of Core Server, CTI Server or satellite:
1. Right-click (My) Computer. In the menu, select Properties (or Start > Control
Panel > System). The window shows the data of the computer.

2. Click Change settings. The window System Properties appears.

Figure 105: System Properties

3. Click Change. Modify the Computer name as required.

4. Reboot the system.

To change the IP address of Core Server, CTI Server or satellite:

1. Open Windows Control Panel > Network and Internet > Network and Sharing
Center > Change adapter settings.

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 2. Right-click the required Local Area Connection. From the menu, select
Properties.

3. In the Local Area Connection Properties window, select Internet Protocol

Version 4 (TCP/IPv4). Click Properties.

4. In the Properties window, change the IP address settings as required.

5. Click OK (2x).
6. Reboot the system.

NOTE: In case of Core Server Redundancy, in addition you must re-start Core
Replication. Refer to Core Server Redundancy 2.6 - Installation Manual.

Additional Steps after Changing Host Name/IP Address

After changing the hostname or the IP address of a Core Server, CTI Server or
satellite, perform following additional steps on the other systems.

Hostname/IP address of Core Server changed:

1. On each satellite:

a. Start the Monitor Tool.

b. Click File > Settings and enter the new hostname or IP address of the Core
Server.

Figure 106: Monitor Tool – File Settings

c. Click OK.
d. Stop and re-start all services. Refer to Appendix D section ‘Stop/Start All
Services’.
2. Repeat sub-steps a-d of step 1 on all satellites.

3. On each CTI Server (active and standby):

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 a. Start regedit and go to the registry key:
‘HKEY_LOCAL_MACHINE\SOFTWARE\Wow3264Node\CyberTech\
DatabaseInterface\DatabaseSettings’
b. In the column Name, double-click DatabaseHostName.
c. Enter the new hostname or IP address of the Core Server.

Figure 107: Add Core Server Hostname to Registry of CTI Server

d. Click OK.
e. Reboot the system.

Hostname/IP address of CTI Server changed:

No additional steps (except when Core Server Redundancy is applied).

After the restart, the CTI Server updates the hostname settings and reconnects to
the Core Server.

Remarks:

• In case of CTI Redundancy, the CTI Servers’ definition is automatically

updated.
• In case of Core Server Redundancy, you must manually change the list of
clients for Core Server failover. In this list, manually replace the previous
hostnames/IP addresses of the CTI Servers by the new ones

Hostname/IP address of satellite changed:

1. Wait for the satellite to connect to Core Server. Verify in the NTR Web GUI if
the new hostname or IP address is shown.

2. Restart CTI server(s).

Remark: In case of Core Server Redundancy, the list of clients for Core Server
failover is automatically updated.

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 <BLANK PAGE>

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Appendix M Manually Adding Database Fields
Topics covered:

• Introduction
• Verifying Custom Database Fields
• Adding and Modifying Custom Database Fields
• Adding and Modifying Using the NTR Web GUI
• Adding and Modifying Using a MySQL Tool or DOS Command Line
• Updating the Extrafields.ini
• Finalization

Introduction
Two types of custom database fields (a.k.a. ‘extrafields’) exist:

• Integration specific
• Customer defined

These extrafields have a database column number consisting of ’CVSC’ plus two
digits (e.g. ‘CVSC00’). The NTR Web GUI, tab system installation > database fields
shows all database fields, standard and custom. The mapping of the fields is
provided in the file Extrafields.ini that is installed by the setup.

Existing custom database fields found

The setup can encounter existing custom database fields:

• when you upgrade an installed IPC Unigy integration that has customized
fields
• if another integration has been installed on the same Core Server.

In such cases the setup does not install the integration specific database fields, to
prevent overwriting
custom fields with the
same column number. At
the end of the setup
procedure, a message
about this appears in the
Completed the Setup Wizard
window:

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 In such a case, you must update the database manually.

In general, this is a time-consuming task. You will need a couple of hours to

perform the tasks described below. Next to this, saving changes to the database
and/or the execution of scripts takes approx. 1 hour per 3 million calls in the
database.

Take this additional time into account when planning your installation activities.

Steps
Below are the main steps to manually add or modify the custom database fields.

Before you start updating, create a backup of the database. For instructions
see Appendix D, section ‘Backing Up the Database’ on page 142.

# Main Step
1. Verify the custom database fields, using the NTR Web GUI, tab Overview of all
database fields.
Create an overview of all fields that have to be modified or added, with their settings and
properties (Column code, Name, Type, Size).
2. Add the fields to the database, or modify them, using
• the NTR Web GUI: the easiest and safest way, but only possible if the number of
calls in the database is 1,000,000 or less.
• a MySQL tool. Must be used if the number of calls in the database is more than
1,000,000.
If no such tool is available, you have to use the DOS Command Line window. This is a
less preferred alternative.
When using a MySQL tool or DOS Command Line, you need a MySQL script, based on
the overview created under 1. For both, you have to prepare your own script.
3. Update the Extrafields.ini
a. Replace the installed INI file by the one that existed before the setup was run.
b. Verify and, if applicable, update the INI file.

These steps are explained in detail in the procedures below.

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Required Custom Database Fields

For this integration, following custom database fields apply:

Name Supported DB Field Type Size Remarks

All Parties  CVSC00 Text 255

Channel Type  CVSC01 Text 255 Recorded device: Left Handset, Right
Handset, Speaker
Trader ID  CVSC02 Text 255

Last Cause  CVSC03 Text 50 Last call status

Device  CVSC04 Text 50 Physical location (e.g. office) of the

Location turret
User Name  CVSC05 Text 50 User name of the trader
Audio Quality  CVSC98 Text 50 % of packets received by the firmware

Table 31: List of IPC Unigy Custom Database Fields

NOTE: In the Extrafields.ini file, the name of DBField CVSC98 ‘Audio Quality’ is ‘29’:
1, 29, CVSC98. Also note that the preceding number is ‘1’ (not ‘3’).

Verifying Custom Database Fields

First you need to check if all required custom database fields are available in the
Web GUI, and have the correct settings.

Procedure
1. In the NTR Web GUI, click the tabs system installation > database fields.

2. In the Overview of all database fields, sort the fields by Column.

3. Verify each custom field against:

• The table with the List of IPC Unigy Custom Database Fields above.
• The customer-defined database fields (if any)
• The database fields of the concurrent integration (if applicable)

Figure 108: Custom Database Fields Sorted by Column

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 4. For each database field, verify Column, Name, Description, Type and Size.

5. If the database contains less than 1,000,000 calls, you can now use the Web
GUI to modify custom database fields that are not complying.

Field settings and values

Click a line item to display the panes with details of the database field.

Figure 109: Custom Database Field – Details

Name and description:

• Name: Name of the database field as it appears in the Web GUI.
• Description: Free text, explaining the contents of this field.

Database field settings:

• Column: the database field number (‘CVSCxx’).
• Type: options Textual, Numeric, DateTime, or Yes / no. In this
integration, all extra database fields are Textual.
• Size: the maximum number of characters the field can contain.
• Default: empty (not used).

Database field special formatting:

• Lookup list: leave empty.

When done, verify if the fields are shown in the Overview of all database fields.

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Adding and Modifying Custom Database Fields
Use the NTR Web GUI to modify or add custom database fields if the number of
calls in the database is 1,000,000 or less.

If the number of calls exceeds this amount, go to the section ‘Adding and
Modifying Using a MySQL Tool or DOS Command ’ on page 200.

IMPORTANT
Before making any changes to the database make sure you have a backup
created.

See Appendix D, section Backing Up the Database on page 142

Adding and Modifying Using the NTR Web GUI

1. In the NTR Web GUI, click the tabs system installation > database fields.
2. In the Overview of all database fields, you can

• Modify a field: click the line item to display the panes. Change the settings
and properties as required.
• Add a field: click the Add database field button to display the panes.

Figure 110: Custom Database Field – Add New

A number of fields in the panes have default settings. The setting Column
shows the next available Column code.
Refer to the explanation of the settings in ‘Verifying Custom Database
Fields’ above. The database field properties are set by default.

Database field properties

• Searchable: the field is available in the calls search page.
• Editable: a user is allowed to change the contents of the field in the Web
GUI. As a rule, this is not selected.
• Scalable: the field width in the Recorded calls list is adjustable.
• Sortable: the Recorded calls list can be sorted based on this field.
• Visible: the field is visible for users in the Recorded calls list.

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 • Coverage based on content: user access is based on this field. If user rights
are set accordingly, a user is only able to see calls with a certain value. By
selecting this property, the database field can be used as a criterion to
define coverage.
Keep in mind:

• Column: if a column number is already in use, do not change it. Use a

different (free) number ‘CVSCxx’ for the field you need to add.

IMPORTANT
If the Column number already exists and has a name attached to it, do
not change it.

In case of two concurrent integrations, both can have custom database fields
with the same name. Be sure to assign different numbers to them.

• Default: leave empty.

• Lookup list: leave empty.
3. Click Save changes/Add record.

4. When done, verify if the added fields or modifications are shown in the
Overview of all database fields.

Now, go to the section ‘Updating the Extrafields.ini’ on page 207.

Adding and Modifying Using a MySQL Tool or DOS Command Line

When installing two concurrent integrations, or in case of customer-defined fields,
you cannot use the NTR Web GUI if the database contains > 1,000,000 calls,

In that case, you have to prepare your own script to add or modify custom
database fields. You have to use this script in a MySQL tool or DOS Command
Line.

Using a MySQL tool, such as SQLyog, is preferred. It allows you to see what you
are doing.

Scripts consist of two parts:

• Adding/modifying the CSV-table of the database

• Updating the CVD-table of the database

Prepare the Script

To prepare your scripts use:

• List of IPC Unigy Custom Database Fields (see Table 31 on page 197).
• NTR Web GUI: Overview of all database fields (tabs system installation > database
fields)
• The script files delivered with the installer kit: ExtraColumnsIpcV1.sql,
ExtraColumnsIpcV2.sql, ExtraColumnsIpcV3.sql, ExtraColumnsIpcV4.sql.
• Details of the customized custom database fields

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 Script commands
You can either prepare the script (e.g. using a text editor or word processor), or
type it line by line in the tool or command line.

• To add or modify the CSV-table, use following commands:

• Use the ALTER TABLE statement at the start of each script you use.
It has no punctuation mark (comma, semicolon) at the end.
• Commands and variables:
• ADD COLUMN to add a new database field, MODIFY for changes in
existing custom database fields
• VARCHAR(xx): field type and maximum size. The size is not fixed, but
is just as long as the contents of the record, to save space.
• ‘NOT NULL’ indicates that a record must have contents in this field.
• End each line with a comma (,).
End the last line of the script with a semicolon (;).
Separate the commands and variables by one space.

You can add a remark to each line. A remark is preceded by a number of

spaces and two hyphens (--). This remark does not have impact on the script.

Examples
• To add fields to the database
ALTER TABLE cvs
ADD COLUMN CVSC00 VARCHAR(255) NOT NULL, -- All Parties
ADD COLUMN CVSC01 VARCHAR(255) NOT NULL, -- Channel Type
ADD COLUMN CVSC02 VARCHAR(255) NOT NULL, -- Trader ID
ADD COLUMN … NOT NULL; -- xxx

• To modify fields in the database

ALTER TABLE cvs
MODIFY CVSC02 VARCHAR(255) NOT NULL,
MODIFY CVSC03 VARCHAR(50) NOT NULL,
MODIFY CVSC05 VARCHAR(50) NOT NULL,
MODIFY … NOT NULL;

• To add or modify the CVD-table, use following commands:

• REPLACE INTO cvd
(CVDKEY, CVDNA0, CVDDE0, CVDNA1, CVDDE1, CVDLUL, CVDPRP, CVDCOL,
CVDARC, CVDTYP, CVDSIZ, CVDDEF, CVDICN, CVDHAL, CVDDFO)

Include the brackets. Separate by commas, followed by one space.

• VALUES
• The line of values starts and ends with a bracket (…).
• The first value is NULL, then fill in the values of the fields mentioned
above. Enter them in the exact order, separated by commas.

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 • Put each value between single quotation marks ‘…’.
Empty values consist of the two quotation marks, without anything in
between: ‘’
An example of a line of values:
(NULL,'L_COLUMNNAMES_ALLPARTIES','L_COLUMNNAMES_ALLPARTIES_
DESC','L_COLUMNNAMES_ALLPARTIES','L_COLUMNNAMES_ALLPARTIES_
DESC','','54', 'CVSC00','CVSC00','0','255','','','0',''),

A line ends with a comma if more lines follow.

The last value line ends with a semicolon ;.

Example of a query:

REPLACE INTO cvd

(CVDKEY, CVDNA0, CVDDE0, CVDNA1, CVDDE1, CVDLUL, CVDPRP, CVDCOL, CVDARC,
CVDTYP, CVDSIZ, CVDDEF, CVDICN, CVDHAL, CVDDFO)
VALUES
(NULL,'L_COLUMNNAMES_ALLPARTIES','L_COLUMNNAMES_ALLPARTIES_DESC','L_COLUM
NNAMES_ALLPARTIES','L_COLUMNNAMES_ALLPARTIES_DESC','','54',
'CVSC00','CVSC00','0','255','','','0',''),
(NULL,'L_COLUMNNAMES_CHANNELTYPE','L_COLUMNNAMES_CHANNELTYPE_DESC','L_C
OLUMNNAMES_CHANNELTYPE','L_COLUMNNAMES_CHANNELTYPE_DESC','','54',
'CVSC01','CVSC01','0','255','','','0',''),
(NULL,'L_COLUMNNAMES_TRADERID','L_COLUMNNAMES_TRADERID_DESC','L_COLUMNN
AMES_TRADERID','L_COLUMNNAMES_TRADERID_DESC','','54',
'CVSC02','CVSC02','0','255','','','0','');

A script can contain multiple queries.

Executing the Script Using a MySQL tool

1. On the Core Server, stop all “CyberTech” services. See Appendix D, section
‘Stop/Start All Services’. On the Core Server, open an SQL tool (in this
example SQLyog is used).

Figure 111: MySQL – Connect to Database (MySQL Tool)

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 2. In the MySQL tab, connect to the recorder database, using the service account:

• In Saved Connections, assign a name to this connection (to use it again)

• MySQL Host Address: localhost
• Username: service
• Password: as defined during installation of NICE Trading Recording.
• Leave the other settings as they are.
3. Click Connect. The Query window appears:

Figure 112: MySQL – Query Window (MySQL Tool)

4. Select the recorder database in the drop-down menu at the top, or in the left-
hand pane.

5. Copy the prepared script into the Query tab. The script in Figure 113 is an
example.

You can also type the script line by line into the Query editor. The font color of
commands and variables is automatically assigned.

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 Figure 113: MySQL – Script (MySQL Tool)

6. Click the Play all button. The script is now executed.

The time required for this depends on the number of calls in the database:

15 – 20 minutes per 1,000,000 calls

Updating a database of 50M calls, for example, will take approx. 16 hrs.

7. Verify in the Message pane if the query has been successfully executed.

Figure 114: MySQL – Script (MySQL Tool)

8. When done, close the tool.

Now, go to the section ‘Updating the Extrafields.ini’ on page 207.

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 Executing the Script Using a DOS Command Line
1. On the Core Server, stop all “CyberTech” services. See Appendix D, section,
section ‘Stop/Start All Services’.

2. On the Core Server, check where the MySQL bin folder is located. In this
example the location is ‘cd c:\C:\Program Files\CyberTech\MySQL\bin’.
3. Open a DOS Command window (click Windows Start, type cmd, press [Enter]).

4. In the DOS Command window, change directory (cd) to the one with the
MySQL bin (cd c:\Program Files\CyberTech\MySQL\bin).

5. Connect to the database by typing following commands:

mysql –u service –p (see Figure 115 below)

Figure 115: MySQL – Connecting to Database (CMD)

Press [Enter].

6. Enter the password belonging to the ‘service’ account, as defined during

installation of NICE Trading Recording. The window now shows following
information:

Figure 116: MySQL –Database Connected 1 (CMD)

At the cursor, type use recorder. Press [Enter].

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 Figure 117: MySQL –Database Connected 2 (CMD)

7. Copy the prepared script into the window, at the cursor (use right-click menu
to paste). If the last line ends in a semicolon (;), the script is immediately
executed when you paste.

You can also type the script line by line in the DOS Command window.
After typing a line, press [Enter].

• If this line ends in a comma (or no mark), a new line can be added.
• If this line ends in a semicolon (;), the script is executed

Figure 118: MySQL –Script Entered and Executed (CMD)

The script in Figure 118 is an example.

8. Wait for the script to be executed. The time required for this depends on the
number of calls in the database:

15 – 20 minutes per 1,000,000 calls.

Updating a database of 50M calls, for example, will take approx. 16 hrs.
9. Verify in the lines below the script if the query has been successfully executed.

10. When done, close the window.

Now, go to the section ‘Updating the Extrafields.ini’ on page 207.

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Updating the Extrafields.ini
Next, you have to update the mapping of the custom database fields.

This mapping is done in the Extrafields.ini, which you can find on the satellites.
Perform the procedure below on all satellites.

Replace the Extrafields.ini

Summary

The setup always installs a new Extrafields.ini. The Extrafields file that already
existed before you ran the setup is preserved with the name Extrafields.backup, in
the same folder as the new INI file.

To retrieve the correct mapping of the custom database fields that were configured
before, you have to replace the new INI file by the backup INI file, as described
below.

Prerequisite

Before performing these steps, you must have added all custom fields to the
database, as described in the first part of this appendix.

Procedure

On each satellite, perform following steps.

1. Stop the Recording Service. Consult Appendix D, section ‘Stop/Start a Single

Service’ for instructions.
2. Navigate to the folder with the INI files
(‘C:\ProgramData\Cybertech\INI_files’), and verify that it contains following
files:

Extrafields.ini (the newly installed one)

Extrafields.backup (the one that existed before you ran the setup).
3. Rename the file Extrafields.ini to Extrafields.old (or any other convenient
extension).

4. Rename the file Extrafields.backup to Extrafields.ini.

The folder now contains:

• Extrafields.ini, with the existing mapping of the custom database fields

• Extrafields.old (installed by the setup and renamed afterwards)

Now verify and update the Extrafields.ini as described below.

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Verify and Update Extrafields.ini
The Extrafields.ini that you have restored, might not contain the complete and
correct mapping of the custom database fields.

• When you are upgrading:

• the INI file contains the customer-defined database fields
• the INI file does not contain the new integration specific custom database
fields, if present
• When two concurrent integrations are installed on one Core Server:
• the INI file contains the custom database fields of the integration that was
installed first (including customer-defined fields)
• the INI file does not contain the custom database fields of the newly
installed integration.

For both cases, the steps are defined below.

Procedure
To verify and update the INI file:
1. Open the Extrafields.ini for editing

It looks like one of the following:

Figure 119: Database Fields – Settings

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 NOTE: Custom number types can also be listed as ‘#Reserved base number types’, or
the list does not have a title at all. You can ignore this.

2. Make a copy of the file with the name Extrafields.tmp, as a backup. Delete it
after you have completed all steps.
3. In the Web GUI, click the tabs system installation -> database fields. The Overview
of all database fields shows the listing of the database fields.
4. Sort the list by Column.

Now, follow the relevant procedure below.

When Upgrading
1. Go through the listing of the custom database fields in the web GUI (all fields
with ‘CVSC’ plus two digits), and compare them one by one with the listing in
the Extrafields.ini.

For a quick comparison, you can check the Extrafields.backup, which contains
the new integration specific custom database fields.

You have following options:

• The Overview of all database fields contains an item that is not in the
Extrafields.ini → Add it to the INI file. See the example below.
3, Target, CVSC00 # Recorded Target

Name Column Description

Include ‘3,’ at the beginning, and the comma following the name. The
description following ‘#’ is optional.

• The Extrafields.ini contains an item that is not in the Overview of all

database fields → Remove it from the INI file.
• The Column number of an item in the Overview of all database fields does
not match the number in the Extrafields.ini. The names match. →
Use the number mentioned in the Overview of all database fields, and replace
the number in the INI file (keep the name).
• The Name of an item in the Overview of all database fields does not match
the name in the Extrafields.ini. The numbers match →
In the Extrafields.ini file use the name mentioned in the in the
Extrafields.ini file that was installed by the Integration IPC Unigy 2.2.x.
Now go to the section ‘Finalization’ on page 210.

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 Two concurrently installed integrations on one Core Server
The Extrafields.ini contains the custom database fields of the integration that was
installed first. The custom database fields of the integration that was installed later,
are mapped in the Extrafields.old.

You must merge both extrafields files into one Extrafields.ini that contains all
relevant custom database fields.
Keep following in mind:

• You must include all extrafields that are available in the Web GUI. The name is
leading.
• Some customers want satellites to be dedicated to one of the integrations. In
such a case, each satellite must have a specific Extrafields.ini. that includes
only the mapping of the custom database fields of the specific integration.
When done, go to the section Finalization below.

Finalization
1. When you are done, the custom database fields in the Extrafields.ini must
completely match the numbers and names in the Overview of all database fields.

Check it on typos and other errors.

2. Save the Extrafields.ini and close it.
3. Restart the Recording Service. See Appendix D, section ‘Stop/Start a Single
Service’ for instructions.
4. Reboot the system.

Repeat these steps on all satellites.

If all satellites all have the same configuration of custom database fields, you can
also copy the first updated Extrafields.ini to all other satellites.

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Appendix N Preferred Satellites
This appendix describes the working principle and further details of the feature
‘preferred satellites’.

Introduction
It often occurs that specific calls have to be directed to a
selected satellite. This might be the case if a customer has a
recording system with satellites installed in different
offices, and wants the calls made at a specific location to
be recorded at the same location. For this, the
feature ‘preferred satellites’ is offered.

Working Principle of Preferred Satellites

Preferred satellites are configured using Route profiles, consisting of Routing rules
with criteria.

Route Profile
A Route profile is a bundle of routing
rules, assigned to one or more link
(controller) groups. A link group
can have only one profile.

Multiple link groups that use the

same profile must be associated
with the same channel group. All
satellites used in the rules of the
profile belong to this channel group.

Routing Rules
A Routing rule defines on which satellite(s) the calls of a trader are recorded,
depending on the values of the metadata. For this, the rule contains one or more
criteria, and the ID(s) of the satellite(s) (recorder ID).The Default Rule of a route
profile comprises all satellites of the channel group that are not included in the
rules. This default rule is automatically defined, when creating a route profile. It is
not possible to configure it manually. If all satellites are used in the rules, the
default routing rule is empty.

Criteria
A rule’s criteria evaluate specified
Trader’s metadata fields against a
‘Value to compare’ using an
‘Operator’ (such as ‘Equal’, ‘Starts
with’, etc.). In the NICE / IPC Unigy
Active IP Recording Integration,

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 following metadata fields (‘Number type’) can be used in the criteria: Channel
Type, Device Location, Extension, Target Group Name, Target Name, Trader ID,
User Name.

Flowchart
When a trader logs on, the IPC Unigy environment sends the trader’s metadata to
the recording system.

The values of the trader’s

metadata are evaluated against
the criteria of the rules in the
route profile of the link group,
starting at the top rule and going
down.

A rule is hit if a value matches with all

criteria of a rule. The satellite(s) included in the rule is/are the preferred one(s) for
this trader. The rules below the matching rule are ignored.

If no rule is hit, channels are assigned according to the Default Rule.

The assigned satellite remains the preferred satellite until the trader logs off, or
until it fails.

Below you find a flowchart of the satellite assignment process and a brief
explanation.

Rule hit
When a rule is hit, it refers to the satellite(s) that were defined in that
rule, and also the satellites of the default rule (if any).

No rule hit
If no rule is hit, the Default Rule is executed. This
rule refers to the satellites of the channel group that
are not included in the defined rules.

If no rule is hit and the default rule is empty, the

outcome does not include a preferred satellite. In
that case the system checks if there are channels
available on any other satellite of the channel group.
If so, they are assigned.

Preferred satellite available

If the outcome from the
rules includes a preferred
satellite, the system checks if
it has available channels. If
so, channels of that satellite
are assigned to the Trader.

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 No channels on preferred satellite

If all channels of the preferred

satellite are already in use, or
the satellite itself failed, error
message 8864 informs you no
channels could be reserved on
the preferred satellite. Now, the
channels of a “failback”
satellite, included in the default
rule, are assigned.

No channels from default rule

If the default rule is empty, or
its channels are not available,
error message 8865 informs
you no channels on the default
satellite(s) could be reserved. In
that case the system checks if
there are channels available on
any other satellite of the
channel group. If so,
they are assigned.

Channels available in channel group

Available channels of the channel group are assigned according to the link group’s
configuration (‘Ascending’ or ‘Weighted Round Robin’).

No channels available in channel group

If the channel group has no channels available, calls cannot be recorded. An alarm
occurs, and the targets of the link group switch to the ‘Error’ state.

Failed Preferred Satellite

When a satellite fails after it was assigned to a trader, the routing evaluation starts
again, to find an alternative satellite.

Traders are not automatically re-directed to the failed satellite after it has been re-
commissioned. For this, they have to log off and on again.

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Updating Route Profiles after Modifying Channel Groups/Link Groups
This section is only relevant if you make changes in channel group and link group
assignment on an operational system, when you have already defined the route
profiles. It can also be useful for troubleshooting the preferred satellite feature.

Basically, after making “on-the-fly” changes in channel groups or link groups you
must always immediately update the link group’s route profile.

Action Condition Action required on route profile of

performed corresponding link group:
Channel Channels from satellite already None
Group: included in the channel group
Channels
added
Channels from a different Edit the route profile of the corresponding link
satellite group:
• add the satellite to a rule, or add a specific
rule for this satellite
• if the satellite is not added to a rule, update
the profile to add it to the default rule. For
this: click the Edit profile button, click OK,
and click Save changes
Channel Channels, but not a complete None
Group: satellite
Channels
removed
All channels of a satellite (→ • Satellite included in a rule: remove it from
complete satellite removed) the rule.
• Satellite included in default rule: update the
profile to remove it from the default rule. For
this: click the Edit profile button, click OK,
and click Save changes
Link Route profile assigned to one Update route profile:
Group: link group a. remove satellites of previous channel
Channel group from rules
Group b. add satellites of new channel group to rules
replaced
The default rule is updated automatically
Route profile assigned to two Create a new route profile for the link group with
link groups, channel group of the new channel group.
one link group replaced
Route profile assigned to two Update route profile:
link groups, channel group of a. remove satellites of previous channel
both link groups replaced by group from rules
the same channel group b. add satellites of new channel group to rules
The default rule is updated automatically
Route profile assigned to two Remove the satellites of the previous channel
link groups, channel group of group from the route profile.
both link groups replaced by Create new route profiles for the link groups,
two different channel groups based on the new channel groups.
Table 32: Updating Route Profile

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Appendix O Parrot-DSC Based Licensing
In case of Parrot-DSC based licensing, perform following steps.

Overview
Chk # Step Remark
I. Before installing the NICE Trading Recording software
1. Install Parrot-DSC cards (if applicable) Installing Cards and Firmware on page 216
(see page 41 for details on Parrot-DSC and
Licensing)
II. Before installing the NICE / IPC Unigy Active IP Recording Integration software
2. Perform the Preparatory Steps described in chapter 5 ‘Prerequisites’, on page 49.
3. Install or update the latest Parrot-DSC Section ‘Installing Cards and Firmware’ on
firmware (if applicable) page 216’
III. After installing the NICE / IPC Unigy Active IP Recording Integration software
4. Add DLL files; copy INI file ‘Adding VoIP Support’ on page 218
5. Check and modify parrot.ini (VoIP ‘Adding VoIP Support’ on page 218
driver)
6. Load the applicable licenses (all VoIP ‘Loading Licenses – Parrot-DSC Based’ on
instances) page 220
7. Modify the PrtVOIP0.ini ‘Configuring the First VoIP Instance’ on
page 222
• Configure AudioLocalPorts
• Set audio detection limit
nd
8. Modify the PrtVOIP1.ini In case of 2 VoIP instance
‘Configuring Further VoIP Instances’ on
page 224
• Configure AudioLocalPorts
Modify further PrtVOIPx.ini files • Set audio detection limit
In case of > 2 VoIP instances
9. Activate licensed channels ‘Making the Licensed Channels Available’
on page 225 Using Maintenance Tool
Table 33: Preparatory Steps for Parrot-DSC Based Licensing

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Installing Cards and Firmware
This section refers to the procedure to install the applicable Parrot-DSC Cards for
the Active CTI IP Recording method used.

Next, it describes the steps necessary for installing the Parrot-DSC firmware.

Installing Parrot-DSC Cards

For the Active CTI IP Recording method Parrot-DSC cards without modules are
required. These cards hold the licenses.+

If ‘soft licensing’ is applied, no cards are required, and you can skip this procedure.

The global steps for installing the Parrot-DSC cards are described in the ‘Parrot-
DSC - Installation Manual’.

IMPORTANT
Be sure to use an anti-ESD bracelet when handling cards!

NOTE: The installation of WinPcap, as described in the Parrot-DSC manual, is not

required with the Active CTI IP recording method.

Installing/Updating Firmware
Preparation
You must have following firmware version available. Put the file on a specified
location on your system.

• voip_lic_mod_pci_07 (or higher)

If necessary, you can download the file from www.extranice.com > NICE Software
Download Center (‘VoIP DSC License support firmware’ – login required).

IMPORTANT
Be sure to REBOOT the system after a firmware
update to make all changes come into effect.

Procedure
On all recorders (Core Server with channels or satellites):

1. Start the Parrot API Programmer (Windows Start > (All) Programs > CyberTech
> Parrot API > Programmer).

A window appears, showing all Parrot-DSC cards installed on the system, with
their properties.

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 Figure 120: Programmer – Parrot-DSC Cards Firmware

2. Click the box Do update of the Board that has the firmware. It is now marked
with a green ‘√’ symbol:

Figure 121: Programmer – Update Firmware

3. Use the Browse button to select the new firmware file

voip_lic_mod_pci_07 (or higher).

Figure 122: Programmer – Select Firmware File

4. Click the Start updating board configurations button, and wait until the
firmware has been loaded.

Repeat these steps for the other Parrot-DSC cards (‘boards’) in the list. After
updating all boards, reboot the system to make all changes come into effect.

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 By rebooting the correct order of the boards is updated in the Parrot.ini.

• Repeat this procedure on all satellites.

Adding VoIP Support

This procedure describes how to add DLL files, all RTCP related files, and VoIP
INI files to the correct folders, and check/edit the parrot.ini.

To perform this procedure, you must have following folders available:

• cti_vox_voip_1.36.x.
Put the folders on a specified location on your system.

The locations mentioned below are:

Integration Software C:\ProgramData\CyberTech

INI Files C:\ProgramData\Cybertech\INI_files

DLL Files C:\Program Files (x86)\CyberTech\Recorder\ParrotDSC

In this list, drive C:\ is assumed to be the standard location for the program files. If applicable,
replace it by the actually used drive letter.

Adding DLL Files

On a recorder (Core Server with channels, or satellite), perform following steps:

1. Stop the DSC Service. Consult Appendix D, section ‘Stop/Start All Services’ for
instructions.

2. Navigate to the folder where the DLL files are located, and create a backup of
it, including content and subfolders.

3. Put the files dbghelp.dll and PrtSRTP.dll into this folder.`

4. Remove the existing PrtSRTP0.dll from the folder. (When upgrading, this file
is not present, but a PrtSRTP.dll already exists. This is overwritten by the new
one)

IMPORTANT
Be sure to remove the existing PrtSRTP0.dll file. If not, it will cause improper
functioning of the system.
5. Replace the following files in the folder. First check if the existing versions in
the folder are older than the ones that you have.

• PrtDCMP.dll
• PrtVoip0.dll

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 Copying INI Files
6. Navigate to the folder where the INI files are located. Back up the folder,
including content and subfolders.

7. Copy the file PrtVoip0.ini from the folder cti_vox_voip_1.36.x to the ‘…\VoIP’
folder in the original folder with the INI files. This overwrites the PrtVoip0.ini
that was just installed.

8. In case of multiple instances, copy the PrtVOIP0.ini, in the installation folder,

rd
and rename the copy to PrtVOIP1.ini for the second instance. For the 3
th
instance copy it to PrtVOIP2.ini, for the 4 instance to PrtVOIP3.ini.

Put all copied VoIP INI files into the ‘…\VoIP’ folder in the folder with the INI files.

Check and Modify the Parrot.ini

9. Next step is to verify that the Parrot INI has the correct drivers. For this,
navigate to the folder where the INI files are located.

10. Open the file parrot.ini for editing. It looks like the following:
[GLOBAL]
...
[DRIVERS]
driver1_name=PrtPCI
driver1_type=0x0100
driver2_name=PrtVoIP
driver2_type=0x1000
[SYSTEM]
...

Figure 123: Parrot.ini (With Parrot and VoIP Driver)

11. Check the DRIVERS section of the file. Now, you have two possibilities:

• The system has one or more Parrot-DSC card(s) and VoIP instance(s). The
DRIVERS section must be identical to Figure 123 above.
NOTE: The VoIP driver ‘PrtVoIP’ is added during the installation of NICE
Trading Recording when you select the checkbox ‘Include VoIP support’ in
Setup window ‘Recorder configuration’.
If not, you must manually add the driver to the file.

• The system has no Parrot-DSC card, but only one or more VoIP instances.
This means a virtual or USB dongle license has been installed. In such a
case:
a. manually remove the lines ‘driver1_name=PrtPCI’ and
‘driver1_type=0x0100’.
b. manually change the driver numbers of ‘driver2_name=PrtVoIP’ and
‘driver2_type=0x1000’ into ‘1’. The DRIVERS section of the parrot ini
must now look like Figure 124 below.

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 [DRIVERS]
driver1_name=PrtVoIP
driver1_type=0x1000
[SYSTEM]
...

Figure 124: Parrot.ini (VoIP Instance Only)

12. When finished, save the file parrot.ini.
13. Restart the DSC Service. Consult Appendix D, section ‘Stop/Start All Services’
for instructions.

Loading Licenses – Parrot-DSC Based

This procedure describes how to load the license information using Parrot-DSC
cards (“boards”).
Prerequisite: ‘Adding VoIP Support’.

1. Start the Parrot-DSC License Tool: Windows Start > All Programs > CyberTech
> Parrot API > License Tool.

The following window appears, showing the licenses per installed board (four
in the example):

Figure 125: Parrot-DSC License Tool

2. Select the board for which you want to load license information, and click
License. The License window for the selected board appears:

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 Figure 126: License Window for Board 2

3. Click Get license. The current license information for the selected board is
shown.
4. Copy the license information as delivered by NICE Systems. Include the
quotation marks, and both checksum characters outside the quotation marks.

5. Click Paste license to load it. The license string and checksum are pasted into
the fields License key/Checksum.

6. Click Set license to write the license information to the specified location. The
License window now shows the information of the loaded license:

Figure 127: Loaded License for Board 2 (SIP Server Link Controller)

• Perform the above steps for all installed boards that have a license.
NOTE: For an explanation of licenses and Data fields, refer to ‘NICE Licensing’ on
page 41.

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Configuring the First VoIP Instance
NOTE: If there is only 1 VoIP instance, it is not necessary to perform this procedure.
However, an upgrade from 1 to 2 (or more) instances might be planned in the future. For
this, it is recommended to perform this procedure also if there is only 1 instance
Prerequisite:
• ‘Loading Licenses – Parrot-DSC Based’

Procedure
1. Stop the DSC Service (refer to Appendix D, section ‘Stop/Start All Services’).

2. Open the PrtVOIP0.ini, and go to the section ‘[DynamicAudioPorts]’. The

contents look like the following:

[DynamicAudioPorts
LoadPresetHelp=LoadPreset: 0 – do not load presets,
1 – Load local and remote port, 2 – Load dual local port,
3 – Use odd port for RTCP

LoadPreset=2
AutoSetFromFirstEntry=1
AudioIP________000=255.255.255.255
AudioLocalPort_000=10002
AudioLocal2Port000=10003
AudioIP________001=255.255.255.255
AudioLocalPort_001=10004
AudioLocal2Port001=10005
AudioIP________002=255.255.255.255
AudioLocalPort_002=10006
AudioLocal2Port002=10007
AudioIP________003=255.255.255.255
AudioLocalPort_003=10008
AudioLocal2Port003=10009
...
...
...
AudioIP________249=255.255.255.255
AudioLocalPort_249=10500
AudioLocal2Port249=10501

[MacToChannel]
MacForCh000=00-00-00-00-00-00
MacForCh001=00-00-00-00-00-00
MacForCh002=00-00-00-00-00-00
…

Figure 128: VoIP INI File, Before Modification

3. Set the value of LoadPreset to 3 (‘Use odd port for RTCP’).

4. Remove the lines ‘AudioIP…’, AudioLocalPort...’ and ‘AudioLocal2Port...’, with

the exception of the first three lines, which have the sequential number 000.

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 The file now looks like the following:

[DynamicAudioPorts]
LoadPresetHelp=LoadPreset: 0 – do not load presets,
1 – Load local and remote port, 2 – Load dual local port
3 – Use odd port for RTCP

LoadPreset=3
AutoSetFromFirstEntry=1
AudioIP________000=255.255.255.255
AudioLocalPort_000=10002
AudioLocal2Port000=10003

[MacToChannel]
MacForCh000=00-00-00-00-00-00
MacForCh001=00-00-00-00-00-00
MacForCh002=00-00-00-00-00-00
...

Figure 129 VoIP INI File, After Modification

5. You have two options:

• Active CTI IP Recording is the only recording method installed: continue

with step 6.
• The IP channels are not the first channels on this recorder: the Parrot-DSC
card has channels assigned to analog or digital phone sets as well. In such a
case you have to change the first AudioLocalPort numbers:
a. In the Monitor Tool, check how many channels are already taken for
analog/digital recording.
b. Multiply this number of channels by 2. Add this number to the port
numbers of the first entry (e.g. 8 digital channels > 16).
So, with 8 analog/digital channels the first AudioLocalPort numbers will
be 10018 and 10019.

AutoSetFromFirstEntry=1
AudioIP________000=255.255.255.255
AudioLocalPort_000=10018
AudioLocal2Port000=10019
Now proceed with step 6.
6. Save the file PrtVOIP0.ini

NOTE: If 10002 is not the first AudioLocalPort number, you must change the setting
StartRtcpPort in the DSC_Server.exe.config as well. Refer to Appendix G, section
‘Changing RTCP Settings’.
7. Re-start the DSC Service. Consult Appendix D, section ‘Stop/Start All Services’
for instructions.

The system now configures all licensed Audio Local Ports for the first VoIP instance.

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 Next step:
• If further VoIP instances must be installed: section ‘Configuring Further VoIP
Instances’ below.
• If no further VoIP instances must be installed: section ‘Making the Licensed
Channels Available’ on page 225.

Configuring Further VoIP Instances

Prerequisite: ‘Configuring the First VoIP Instance’.
nd rd
The 2 , (3 , etc.) instance of a VoIP license must have different Dynamic Audio
Port Numbers.
1. For the 2nd or further instance of a VoIP license, first stop the DSC Service.
For instructions, consult Appendix D, section ‘Stop/Start All Services’.

2. In the folder with the INI files, open the PrtVOIP0.ini, which you modified
before, and go to the section ‘[DynamicAudioPorts]’.

3. Check the number of the last ‘AudioLocal2Port’ included in that INI file
(10xxx). Make a (mental) note of that number.
4. Open the PrtVOIP1.ini, and go to the section ‘[DynamicAudioPorts]’. Refer to
Configuring the First VoIP Instance to see how it looks like.

5. Set the value of LoadPreset to 3 (‘Use odd port for RTCP’).

6. Remove the lines ‘AudioIP…’, AudioLocalPort...’ and ‘AudioLocal2Port...’, with
the exception of the first three lines, which have the sequential number 000.

7. Replace the number of AudioLocalPort_000=10… by 10xxx, in which xxx is the

value found in step 3, increased by 1.

8. Replace the number of AudioLocal2Port_000=10… by 10xxx, in which xxx is

the value found in step 3, increased by 2.

Example: if the number of the last AudioLocal2Port_173 in the PrtVOIP0.ini is

10348, then in PrtVOIP1.ini AudioLocalPort_000=10349 and
AudioLocal2Port_000=10350.

9. When finished, save the file PrtVOIP1.ini

10. Re-start the DSC Service. Consult Appendix D, section ‘Stop/Start All Services’
for instructions.

IMPORTANT
The VoIP instances must have a different ‘AudioLocal2Port’ configuration. If
not, the instances keep trying to use the same ports. This leads to
malfunctioning of the recording system.

IMPORTANT
When you are configuring further VoIP instances, take the last
‘AudioLocal2Port’ of the previous PrtVOIP….ini as a starting point.

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Making the Licensed Channels Available
This procedure describes how to make the licensed channels available, using the
Maintenance Tool.

Prerequisite
• ‘Configuring the First VoIP Instance’ and
• ‘Configuring Further VoIP Instances’ (if applicable).

Procedure
1. Log on to a recorder (Core Server with recording channels or Satellite). Use an
account with Administrator rights.

2. Start the Parrot Maintenance Tool:

Windows Start > All Programs > CyberTech > Parrot API > Maintenance Tool.

NOTE: In the Maintenance Tool, the VoIP instance is referred to as ‘board’, also in
case of virtual licensing.

3. In the initial window select Settings > Board (not shown here).

4. In the Board number window, select the “Board” of

this VoIP instance (PrtVOIP0.ini = Board 1).

A window appears, displaying the first board by

default:

5. Select the required VoIP board and click OK.

6. In the input window, type ‘reload all’ and press Figure 130: Board
[Enter]. The Output window shows the actions number
taken by the system.

Figure 131: Maintenance Tool – Reload

This makes all licensed channels available (after rebooting the system).

7. Reboot the system.

8. Log on to the system again, using the recorder account.

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 9. Open the Monitor Tool, using the icon on your desktop.

Figure 132: Monitor Tool – Verify Availability of Channels

Verify in the left-hand pane (Line status) that the VoIP channels are added.

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Appendix P Statistics
Load and Capacity
The NICE / IPC Unigy Active IP Recording Integration network load estimates are
(worst case):

Description Estimate Remarks

G.729 (compressed) ~ 8 kbps/channel Recording traffic between turret and satellite
G.711 (uncompressed) ~ 64 kbps/channel Recording traffic between turret and satellite
IPC CCM traffic ~ 1 kbps/monitored Traffic between IPC CCM and CTI Server
channel (rough estimate, depends on call volume)
CTI Server -> Satellite < 1 kbps / recorded Recording traffic between CTI Server and
(control traffic) channel satellite(s). This is an Active Recording
estimate, depending on call volume.
Satellite -> Core Server < 1 kbps Traffic between Satellite and Core Server
(control traffic)
Satellite -> Core Server Call transfers Transfer for every minute of recording traffic
(audio transfer) ~ 792 kb per minute between satellite and Core Server
(at GSM
compression)
Table 34: Network Load Estimates

Example
The average bandwidth required per channel is ~16kbps (GSM compression).

When recording 250 lines at 50% call volume load, the average bandwidth
required is ~ 16kbps * 250 * 0.5 = 2000 kbps.

Performance Parameters
The performance values of the NICE / IPC Unigy Active IP Recording Integration
are:

• Call load BHCA: 100,000 per CTI server

• Max. number of logged-in Traders: 2000
• Max. number of active channels 4000
The integration can have max. 8000 channels when satellite pooling is applied.
In such a case, 4000 channels (8 satellites) are standby to take over when a
satellite fails.

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 <BLANK PAGE>

NICE - IPC Unigy Active IP Integration Manual 2.2.docx 228

Appendix Q Troubleshooting
Error Messages
Consult the NICE Recording - Alarms Guide for an overview of error messages.

FAQs
Consult www.extranice.com for an overview of frequently asked questions.

Contact Information
When encountering any problems during system installation/configuration
and/or testing, please refer to:

• Your local installation partner

• NICE Support Center
• E-mail: [email protected]
• Phone: Global International HQ: +972 9 775 3800
EMEA, Europe & Middle East: + 44 0 1489 77 1633
Americas, North America: + 1 800 6423 611
APAC, Asia Pacific + 91 80 307 81700

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 Version history
Date Version Remark

16-01-2015 2.2 Ch 1:
Introduction: Updated, added ‘Topics covered’.
Software versions:
- Updated version number of Installer kit.
- Added NTR version required for UTC Support
- Added compatible version of NICE Sentinel.
- Updated version of Core Server Redundancy.
Conditions for Installation: added training courses.
Ch 3:
Overall: Minor text edits.
NICE Trading Recording Configurations:
- Added Configurations 4 and 5.
- Added remarks on max. of channels (depending on codec)
- Updated descriptions to ASF: no NTR on satellites
- Added IMPORTANT note, to not install NTR on satellites.
Special Features: Updated description of Preferred Satellite.
Added IPC Unigy version numbers for 2N Recording and RTCP
Call Split: Updated
Multiple CTI Server Support: Extended.
Metadata (IPC Unigy Call Data). Added CVSC04 and CVSC05
Codec Types:
- Added Soft Clients (2.0.1) to type G.711.
- Added G.711 VAD
- Added note on max. number of channels depending on codec type.
Ch 4:
NTR Hardware Requirements:
- Adapted section ‘Server Hardware’ to Configuration 1 / Other Config.
- Updated information on server hardware.
- Added information on satellites with max. 1000 channels.
- Added section ‘Required Disk Space’
NICE Licensing:
- Re-written ‘Location of Licenses’.
- Removed note on general availability of virtual licensing.
- Added section ‘Verifying License Information’
- Added remark about satellites with 4 instances having virtual licensing only,
and reference to loading of licenses
-Added remark on enabled link controllers (field Data24)
Ch 5:
Customer Prerequisites:
- Updated description of all items
- Added prerequisites on hardware requirements, network latency, listing of
FQDN, NTP credentials, preferred satellite, license info
- Added IPC prereqs: verify IPC versions for RTCP and 2N Recording
- Added prerequisite about number of calls in the database (in case of
upgrade or two concurrent integrations).
Required Firmware and Software:
- Adapted to ASF installation (prereq files, cti_vox_voip and USB installer
included in install file)
- Removed procedure ‘Loading Virtual Licenses’ (now done by the setup)
- Moved all Parrot-DSC related prepar. steps and procedures to Appendix
- Added step & Procedure 'Creating the Satellite(s)'
- Added section ‘Updating the Database Separately’
- Adjusted the table with the listing of preparatory steps
Ch 6:
Introduction:
- Adapted section ‘Installer kit’ (add 'Actions by Setup')
- Extended section 'Locating Files' (table, How to find hidden folder)
- Added section 'Role Dependent Installation' (replaces section on config.)
- Updated and extended section ‘Upgrading’

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 Date Version Remark
Installing the Integration:
- Restructured complete section
- Added table with description of ASF setup
- Added integration-specific ‘steps’ (e.g. Number of Link Controllers)
- Updated screenshots to 2.2.x
Ch 7:
Overall: Updated all screenshots to the latest version of the Web GUI (including
new tab preferred satellites)
Introduction: Added information about disallowed characters/words
Defining a Channel Group:
- Added notes on analog etc. channels, and Satellite Pooling
- Added pictures showing do’s and don’t’s
Configuring the Link Controllers:
- Added (step 3) deleting the LCs of the standby CTI Server
- Added pictures
Defining a Link Group:
- Updated description of channel group assignment.
- Added pictures to IMPORTANT note
Defining Target Groups: Updated to latest information.
- Added example target picker
Added ‘Configuring Preferred Satellites’
Added ‘Renaming CTI Servers’
Configuration by Setup: Moved descriptions of functions to appx F
Ch 8:
Added ‘Testing Preferred Satellite’
Appendices
Appx B: Extended the install reference list
Appx C: Updated ‘Open Port Configuration’
Appx D: Added section ‘Backing up the Database’.
Appx E: Added latest version of NTP file
Appx F: ‘Change, Repair or Remove’ – updated to new Setup
Appx G: Added ‘Modifying VOX Settings in the CTI Receiver’
Added ‘Adjusting the Audio Detection Limit’
Appx H: Restructured and updated. Added ‘Upgrade a Core Server with
Recording Channels’
Appx M ‘Manually Adding Database Fields (previously Appx H): Modified and
considerably extended. Added fields CVSC04 and CVSC05
Appx L ‘Changing IP Addresses and/or Host Names’ updated
Appx N ‘Preferred Satellites’ added
14-05-2013 2.1 Ch 1:
Reference Manuals: added Alarms Guide, Certified Servers Guide
Software versions: IPC Unigy changed to 1.x, 2.0.1 (or higher)
NICE changed to 6.3.6, added 6.3.4. plus note. Updated version of Installer kit.
Added note on compatibility with 6.4, removed note ‘Ask for details…6.0.x or
6.1.x’.
Ch 3:
NICE Trading Recording Configurations: updated max. # of channels per
satellite to 1000
IPC System Elements: updated to support for 8 zones.
Figure 2: added RTCP streams
Audio: minor text edits
Satellite Pooling: removed description how to disable
RTP Control Protocol: section added
Metadata (IPC Unigy Call Data) – changed title (was: ‘Extrafields’). Added
CVSC98 Audio Quality
Ch 4:
NICE Licensing: added Field Data22
Ch 5:

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 Date Version Remark
Customer Prerequisites: DNS - added reference to ch. 8 and appx. L
Req Firmware and Software: Updated version of cti_vox_voip
Removed note on availability of Virtual Licensing (not relevant)
Added Folder ‘RtcpStatistics 1.1.0’ plus contents
Preparatory Steps:
Removed note on Prereq files on CTI Server. Added note on selecting
‘Deployment Type’
Proc P02: Minor text edits
Added folder ‘RtcpStatistics 1.1.0’ and instructions
Proc P05: Added RTCP and setting Load Preset=3; added note with reference
to DSC_server.exe. config
Proc P08: Changed title. Updated description.
Ch 6:
Installation procedures: updated screenshots to 2.1.x
Updated max # of link controller to 8 (updated screen Custom Setup)
Ch 7:
Configuring the Link Controllers: Removed step about removing link controllers
of CTI Servers (now described in last section of Configuration).
Configuring a Link Group: Updated description of channel group assignment.
Monitoring Target States: Added state ‘Error’.
Defining Target Groups:
- Updated to Preferred satellites (new screenshots, deleted configuring of
PrefSat).
- Replaced procedure of selecting targets
CTI Server Resilience: Install Standby CTI Server(s) added to replace CTI
Server Resilience: Special Configuration. This config is included in the new CTI
Resilience Manual (see reference)
Configuration by Setup: Moved descriptions of functions to appx F
Appendices
Appx A: Updated.
Appx D: Removed section ‘Viewing the Contents of INI Files’ (not relevant)
Appx F: Re-structured and renamed to ‘Changing Default Settings’.
Added descriptions of functions from ch. 7 ‘Configuration by Setup’
Added section ‘Changing RTCP Settings’.
Added section ‘Verifying/Modifying VOX Parameters’.
Removed section ‘Disabling Satellite Pooling’.
Appx H: Added CVSC98 Audio Quality., incl. note. Restructured the appendix.
Extended the section. Added ‘Updating the Extrafields.ini’ and ‘Finalization’.
Appx L: Added appendix ‘Update Hosts Files’
Appx M: Added appendix ‘Changing IP Addresses and/or Host Names’.
Appx N: Performance Parameters: Call load BHCA updated to 100,000 per CTI
server
01-03-2013 2.0 Updated to IPC Unigy 2.0.x
Implemented latest manual structure
Re-styled lay-out; updated to latest naming convention
Front page: Added version number of integration (install kit)
Ch 1
Updated version numbers. Added IPC Unigy 1.x
Software Versions: added IPC Unigy Management System (UMS) 2.0
Added Windows 2008 to Assumptions
Added information on Resilience/Redundancy (tables with versions and ref.
manuals)
Reference Manuals: Updated NICE Manuals listing + note
Ch 3
Changed structure of chapter
System description: adapted Basic System Overview to 2 zones, added IPC
Zone Resilience
Specified number of supported zones

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 Date Version Remark
System Elements, IPC Unigy Platform: added the IPC Unigy Management
System (UMS)
NICE Trading Recording Configurations: restructured
Added description of 2N Recording, Core Server and CTI Server Resilience
Section CTI Server Resilience: added description of ‘Sticky Channels’
Added description and reference on disabling Satellite Pooling
Re-written IPC Zone Resilience plus references to Appx K
Added description of ‘Preferred Satellite’
Supported Items, Features: added Single Sign On
Added Note about SSO supported by R6.2.10 (and higher)
Updated supported ExtraFields; added Extrafield CVSC03 Last Cause
Added references to Appendix J
Ch 4
Restructured chapter
Added NTR Configuration 3: Core Server with separate CTI Server and
separate recording satellite(s)
Requirements: restructured NICE Trading Recording. Hardware Requirements.
Updated NICE Configurations to Latest Certif. Server Guide.
Added ‘Network Latency’
NICE Licensing: added Datafield 24
Re-written section Licenses; added information on virtual licensing
Pictures with license info updated
Ch 5
Completely restructured: added preparatory tasks in Procedure format.
Added checklist of preparatory steps
Added information and procedures on virtual licensing.
Added Microsoft 3.5 and 4.0, and Visual C++ Redistributable 2008 (x86) to the
prerequisite firmware and software
Added Visual C++ Redistributable 2010
Customer Prereq.: Added ‘local’ admin and firewall
IPC Prerequisites: Added (DNS) to Customer Prerequisites
Added ‘UMS Secret Key’ to enable Single Sign On is available
Added reference to Link Controller settings
Proc 5 Configuring VoIP INI file: added information on additional analog/digital
channels
Checking NTP Synchronization – description includes IPC systems
Ch 6
Adapted to IPC Unigy 2.0.x
Added description of installation on Core Server without CTI (configuration 3) -
Corrected the description
Added description of installation on separate dedicated CTI Server
(configuration 3) - Corrected the description
Updated description of installation step 1 (prerequisite files)
Added Microsoft.NET Framework 4.0 as additional file to be installed
Added Visual C++ Redistributable 2010 as additional file to be installed
All install procedures: Added Important note on using local admin account
Added Single Sign On credentials window and description to Core Server
installation
Added description of option ‘Entire feature will be installed…’ to Custom Setup
Adjusted descriptions of install sequence and ‘next steps’ accordingly
Ch 7
Configuring Link Controllers: added parameter SessionTimer for SIP Service
Link Controller
Added notes about setting link parameters on an operational system
Added ‘Defining Target Groups’(incl. setting Preferred satellite and target
retention time)
Improved description of 2N Recording link parameter setting
Removed link parameter ResponseTimeout.

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 Date Version Remark
Added link parameter CommunicationRetries
Added configuration of 2N Recording System Resilience
Added section ‘Setting Administrator Access Rights’
Updated Value to compare in ‘Preferred Satellite’
Added section 'CTI Server Resilience: Specific Configuration'
Added section ‘Configuration by Setup’
Ch 8:
Added section ‘NICE Trading Recording Servers’ (Connectivity)
Added “IMPORTANT” notes to wait 30 seconds before replay
Appx:
A – Combined tables Abbreviations and Terms into one.
D – Added extra information on DSC Service and closing Parrot API tools
E – Updated NTP file (Meinberg) and download address.
NTP installation – introduction includes IPC systems
F – Added appendix ‘Changing Settings Configured by Setup’ (on Automatic
User Creation)
Added section ‘Disable Satellite Pooling’
G - Updated and extended appendix G ‘Change, Repair, Remove’
H – Added appendix H ‘Additional Database Fields’
Added Extrafield CVSC03 Last Cause
I – Added appendix I ‘Upgrading Multiple Components’
J – Added appendix J ‘Automatic Call Remarks in Web GUI’
-- - Added Appendix K Resilience and Failover
K - Added appendix L ‘(Load & Capacity) Statistics’ & Performance Parameters
22-07-2011 1.0 Initial release

Table 35: Version History

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