integration with cisco unified communications manager using tapi

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Revision HistoryIntegration with Cisco Unified Communications Manager using TAPI

Revision Modification Date Description

A1 February 2009 • Added the Quick Guide, see Quick Start on page 15

• Added the Application User, see Defining an AXL - Application User on page 50.

• Updated the NICE Testing and Debug tools, see Using NICE Testing and Debug Tools on page 151.

• Updated the troubleshooting information and added CUCM Troubleshooting, see Troubleshooting on page 227.

• Added CUCM 5.X configuration as an appendix, see Configuring CUCM 5.X on page 285.

• Added additional troubleshooting for TAPI, see Events Are Not Received on page 244 and Extension Mobility Log In/Log Out Problems on page 244.

A2 April 2009 • Limitations updated, see Limitations on page 37.

• Updated Key Manager information, see Key Manager on page 81 and Configuring Individual Components on page 109.

Blank page for double-sided printing.

Contents

1Quick Start 15

You are Here - NICE Perform Site Installation Workflow. . . . . . . . . . . . . . . . 16Cisco UCM with TAPI Passive Integration Workflow. . . . . . . . . . . . . . . . . . . 17CUCM with TAPI Integration - At A Glance . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Pre-integration Requisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18Cisco Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19NICE Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

2Overview 25

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26Terms and Concepts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27Recording Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30System Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31Cisco . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32NICE Perform . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

CUCM Configurations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33Multiple Cisco TSPs Communications Manager . . . . . . . . . . . . . . . . . . . . . 33Clustered Cisco Unified Communications Managers . . . . . . . . . . . . . . . . . . 34

Database Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Supported Database Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35Additional CTI Fields (Business Data) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35

Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Scenario Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37Rollover Limitation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38

Contents

NICE Perform® Release 3.1: Integration with Cisco Unified Communications Manager using TAPI (Rev. A2)

7

3Configuring the CISCO Unified Communications Manager 39

Preparing the CUCM Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40Defining a Cisco Application User (nicecti user). . . . . . . . . . . . . . . . . . . . . . 41

Configuring the Device Association - Telephones and CTI Ports . . . . . . . . . 44Defining the Secured Configuration - CapF Profile . . . . . . . . . . . . . . . . . . . 47Viewing the Application User Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

Defining an AXL - Application User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50Enabling Display of Business Data in NICE Perform . . . . . . . . . . . . . . . . . . 56

Configuring the Alerting Name and Display Internal Call ID in the CUCM . . 56

4Installing the TSP Client on the NICE Interactions Center 59

Installing and Configuring the Telephone Services Provider (TSP) Client . 60How Many TSP Clients Do I Need? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60Downloading the TSP Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 61Installing the TSP Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 62Configuring the TSP Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 66

5Configuring CTI Integrations for TAPI 73

Before you Begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74CTI Connection Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74TSAPI Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75SNMP Service Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 75

General CTI Connection Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76Monitoring Extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76Monitoring ACDs (Hunt Pilot/Groups) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77Monitoring IVRs (CTI Ports) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77Monitoring Pickup Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78Extension Mobility Guidelines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Channel Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79Key Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81

8 Contents


Configuring a New CTI Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82Defining a CTI Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82

Verifying the CTI Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97Additional Integration Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98

Configuring Rejected Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98Defining Rejected Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 98Activating the Rejected Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101

Managing Device Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103Importing Available Devices from the Switch . . . . . . . . . . . . . . . . . . . . 103Importing Devices from Text Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104Exporting Devices to a Text File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Configuring Individual Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109TSAPI Ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

6Configuring Business Data 113

Configuring Additional CTI Fields (Business Data). . . . . . . . . . . . . . . . . . . 114

7Configuring Channel Mapping 119

Does your Site Support AXL?. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120Channel Mapping Workflow for Passive VoIP Devices . . . . . . . . . . . . . . . . 121

Defining the Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 121Defining the Sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123Configuring Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125

Channel Mapping Workflow for Passive VoIP Gateways . . . . . . . . . . . . . . 128Defining the Sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128Defining the Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

8Installing the NICE Integration Software 131

Installing the NICE CTI Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132Verifying the TSP Client Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138Enabling Display of NICE System Information . . . . . . . . . . . . . . . . . . . . . . 140

9 Contents


Maintaining the NICE CTI software. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141Modifying the NICE CTI software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141Repairing NICE CTI Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143Removing NICE CTI Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145Upgrading the NICE CTI Software . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146Verifying the Version Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 150

9Using NICE Testing and Debug Tools 151

Gather Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152Preparing the Open Service Request Procedure Workflow . . . . . . . . . . . . 153Submit an Open Service Request Procedure - Checklist . . . . . . . . . . . . . . 154Open Service Request Procedure - Form to Submit . . . . . . . . . . . . . . . . . . 157Procedure 1: If a Problematic Scenario Occurs, What Should I Do? . . . . . 161

Log File Paths . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 161

Procedure 2: Setting Reporting Levels and Activating Debug Tools . . . . . 162Setting Up the Log Collector . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163Collecting Information from NICE Perform Servers . . . . . . . . . . . . . . . 163

Setting the Call Server, RCM, and Database Server Reporting Level . . . . 170Setting Up the Events Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 171

Setting Up the Events Spy to Receive Events . . . . . . . . . . . . . . . . . . . 173(Optional) Setting up the SimCTILink Tool . . . . . . . . . . . . . . . . . . . . . . 174Sending Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 174

Setting Up the CAPI Spy Plug-in . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175Changing CAPI Spy Connection Details . . . . . . . . . . . . . . . . . . . . . . . 178

Setting the Integration Log Reporting Levels . . . . . . . . . . . . . . . . . . . . . . . 179Setting Up the Debug Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181Setting Up TAPIMonitor as a Debug Tool . . . . . . . . . . . . . . . . . . . . . . . . . 192

Procedure 3: Restarting the System and Running Problematic Scenario . 195Procedure 4: Collecting Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 195

Prepare a List of Devices and Resources . . . . . . . . . . . . . . . . . . . . . . . . . 196Collecting Information from NICE Perform Servers . . . . . . . . . . . . . . . . . . 197Collecting and Saving TSP Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . 199

10 Contents


Collecting and Saving Event Spy Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . 201Saving Events in a Log File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201Saving Current Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201Saving Selected Current Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 201

Collecting and Viewing CAPI Spy Files Using the CAPI Spy Utility . . . . . . 202Collecting the Debug Service Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 204Collecting the TAPIMonitor Log Files . . . . . . . . . . . . . . . . . . . . . . . . . . . . 205

Procedure 5: Reset the System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 206Resetting the Call Server, RCM, and Database Server Reporting Levels . 206Resetting the TSP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 208Resetting the Integration Log Reporting Levels . . . . . . . . . . . . . . . . . . . . . 209Resetting the Event Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 210Resetting the Debug Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 211

Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 214Setting Up the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . 214Managing the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . 219

Log Manager System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220CTI Console Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220

Opening the CTI Console Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . 220Filtering Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222Resetting the Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 222Managing the CTI Console Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . 222

Log Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223Log Manager Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223Using the Log Viewer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 223

10Troubleshooting 227

TAPI Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 228A Complete List of Lines does not Appear . . . . . . . . . . . . . . . . . . . . . . . . 228

Resetting the CTI service on the CUCM cluster . . . . . . . . . . . . . . . . . . 228No Lines Appear in TAPIMonitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 230TSP’s STATUS certificate is not Available (Secured Connections Only) . . 232Calls via the ACD (Hunt Pilot/Groups) are not Reported Correctly . . . . . . 233Calls via the IVR are not Reported Correctly . . . . . . . . . . . . . . . . . . . . . . . 235

11 Contents


Group PickUp Scenarios are not Reported Correctly . . . . . . . . . . . . . . . . 238Call Park Scenarios are not Reported Correctly . . . . . . . . . . . . . . . . . . . . 240Receiving No Events for a Specific Device . . . . . . . . . . . . . . . . . . . . . . . . 242Events Are Not Received . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244Extension Mobility Log In/Log Out Problems . . . . . . . . . . . . . . . . . . . . . . . 244SIP Log Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 244

AAdditional Parameters 245

CTI Interface Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 246TAPI CTI Interface - Interface Connection Details Parameters . . . . . . . . . 246TAPI CTI Interface - Additional Switch Parameters . . . . . . . . . . . . . . . . . . 249

Connection Manager Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 252Connection Manager - Additional Parameters . . . . . . . . . . . . . . . . . . . . . . 252Configure Connection Manager - Interface Parameters . . . . . . . . . . . . . . . 255

Driver Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259Additional Driver Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 259CTI Analysis Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 264Additional Driver Switch Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 266

Media Provider Controller Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 271

BConfiguring the CISCO Unified Communications Manager 275

Preparing the CUCM Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 276Defining an End User (nicecti User) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 277

Associating User Groups with the End User . . . . . . . . . . . . . . . . . . . . . . . 280Defining the Secured Configuration - CapF Profile . . . . . . . . . . . . . . . . . . 282Viewing the End User Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 284

CConfiguring CUCM 5.X 285

Switch Configuration: Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 286Switch Configuration: End User . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 287Switch Configuration: User Groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 288

12 Contents


Defining the Secured Configuration - CapF Profile . . . . . . . . . . . . . . . . . . 290

Switch Configuration CCM 5.X Secured. . . . . . . . . . . . . . . . . . . . . . . . . . . . 291Switch Configuration: CapF Profile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 291Switch Configuration: End User Summary . . . . . . . . . . . . . . . . . . . . . . . . 292

TSP Client Installation and Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 293Downloading the TSP Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 293Installing the TSP Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 294Configuring the TSP Client . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 297

Index 301

13 Contents


Chapter 1: Quick Start


15

1

Quick Start

This chapter provides experienced NICE installers with a Quick Start guide to the NICE integration of Cisco Unified Communications Manager (CUCM) using TAPI.

Contents

You are Here - NICE Perform Site Installation Workflow.............................................16

Cisco UCM with TAPI Passive Integration Workflow ..................................................17

CUCM with TAPI Integration - At A Glance...................................................................18

16 Chapter 1: Quick Start


You are Here - NICE Perform Site Installation Workflow

You are Here - NICE Perform Site Installation Workflow

NOTE: See the Site Installation Workflow Guide for a detailed overview of the NICE Perform site installation workflow.

NiceLog High Density Logger

Install MS SQL Server 2005 and NICE Perform Databases

Interaction Capture Unit (ICU)

Legend: Prepare Machines

NICE VoIP Logger

Perform Required Installation and Acceptance Test Procedures

Install NICE Perform Applications and define in System Administrator

Install NMS and define in System Administrator

Configure and then Install CTI Integrations

Configure the NICE Interactions Center in the System Administratorthen install the NICE Interactions Center software

Install VoIP Recording Gateway (VRG) and define in System Administrator

You are Here

NiceScreenScreenSenseReporter Server

NICE Storage CenterMedia Library

Telephony ServicesAudio Analysis

Define Channel Mapping in the System Administrator

Stream Server

and define in System Administrator

- or -

- or -

Integration dependant

Install relevant optional components and define in System Administrator:

Mandatorycomponent

Optional component

Install the latest approved NICE Update

Install NICE IA Link Analysis Serveron the Data Mart Server

Install and Connect one of the following:

- or - Branch Extensions Logger (BXL)



Cisco UCM with TAPI Passive Integration Workflow

Cisco UCM with TAPI Passive Integration WorkflowThe following flow details the components required in the TAPI integration.

For relevant links that refer to the numbered procedures, see the CUCM with TAPI Integration - At A Glance on page 18.



CUCM with TAPI Integration - At A Glance

CUCM with TAPI Integration - At A GlanceThe CUCM with TAPI Integration - At a Glance is a quick start guide for experienced installers only.

It gives you a quick overview of the complete integration together with specific steps that are unique to the TAPI integration.

The CUCM with TAPI Integration - At A Glance consists of the following:

• Pre-integration Requisites

• Cisco Installation

• NICE Installation

Pre-integration Requisites

Procedure For more information...

Procedure 1: Pre-integration Requisites

Ensure that the system is fully prepared for the integration:

• Do you know the CUCM IP address and port?

• If there is a secondary CUCM, do you know its IP address and port?

• Do you know the nicecti user name and password? See Step 2.2 on page 42.

• Do you know the AXL user name and password? See Step 2.2 on page 51.

• Do you know the AXL port?

• Do you have a list of extensions that need to be monitored?




Cisco Installation

This part of the installation should be performed by the Cisco Site Engineer.

Print this out and mark off each step as you perform it.

When necessary, note down the relevant Cisco information that the NICE installer requires to complete the integration.

NOTE: Each step that is specific to the TAPI integration is prefaced with .


Procedure 2: Configure a nicecti Application User (for standard configurations)

1. In the CUCM, define an Application User with the user name nicecti.

See Step 2.2 on page 42

2. Add the nicecti Application User to the following user groups:

• Standard CTI Allow Call Monitoring

• Standard CTI Allow Call Park Monitoring - only select when you need to monitor Call Parks.

• Standard CTI Allow Call Recording

• Standard CTI Enabled (for both secured and non-secured connection configurations)

• Standard CTI Secure Connection (only for secured connection configurations)


3. Verify that all groups and roles appear in the Permissions Information area.

See Step 4 on page 44

4. Add the devices that you want to monitor. See Step 1 on page 44

Procedure 3 - Optional: Configure an AXL Application User (for all configuration types if supported)

1. Does your site support AXL? If so, you should perform this procedure.

2. In the CUCM, define an Application User for AXL with the user name niceaxl.


3. Add a new user group with the user group name AXL User Group.


4. Assign roles to groups - Standard AXL API Access. See Step 5.3 on page 53

5. Add the niceaxl Application User to the AXL user group.





NICE Installation

This part of the installation should be performed by the NICE Site Engineer Installer.

Print this out and mark off each step as you perform it.

When necessary, refer to the relevant Cisco information that the NICE installer requires to complete the integration.


Procedure 4: Enabling display of Business Data

1. From the Device menu, select Phone. See Step 1 on page 56

2. Search for the relevant phones. See Step 2 on page 56

3. Click the relevant phone link and in the Association Information area, select the required line.


4. In the Directory Number Information area, in the Alerting Name field enter the relevant Alerting Name.


5. In the Display (Internal Call ID) field, enter the relevant name.


NOTE: Each step that is specific to the TAPI integration is prefaced with .


Procedure 5: Installing & Configuring the TSP Client

Important: Always download and install the Cisco TSP software directly from the CUCM Administration to ensure that you use the correct version for that CUCM and that the versions match.Note: The Cisco Site Engineer should be PRESENT when this is done.

1. Download the relevant Cisco TSP See Step 2 on page 61

2. Install the TSP Client. See Step 1 on page 62

Do you need to install multiple versions of the TSP? See Step 4.2 on page 64

Restart the computer. See Step 4.5 on page 65

3. Configure the TSP: Navigate to Start > Settings > Control Panel > Phone and Modem Options.


Click the Advanced tab, then select CiscoTSP001.tsp and click Configure.





Click the Users tab. Then, enter the User Name and Password.


Click the CTI Manager tab. Then, enter the IP address of the first CTI Manager Server and of the backup CTI Manager Server.


Restart the computer. See Step 12 on page 71

Procedure 6: Configuring the CTI Connection

1. In the CLS and Telephony Switch definitions section, select the CUCM telephony switch.


2. In the CTI Interface type section, select the CTI Interface type.


Do NOT select the Active VoIP checkbox. See Step 6.2 on page 86

Set the CUCM Version parameter. See Step 8 on page 86

3. If your version of CUCM supports AXL, import your devices from the telephony switch. Expand Additional Interface Parameters.


Define the AXL parameters. See Step 9 on page 86

4. Adding Devices:

Import a list of devices from the switch to the Available Devices section.

See Step 10 on page 88For detailed information regarding importing devices from the switch, see page 103.

Add all devices to the Available Devices section: Extensions, ACD, IVR and PickUp Group.

See Step 11 on page 89For detailed information regarding importing devices with a text file, see page 104.

5. Monitor all devices. See Step 12 on page 93

If there are devices that you DO NOT want to monitor, move them from the Monitored Devices list to the Available Devices section.


6. If you require Call Flow Analysis, a Key Manager, or Rejected Devices, select it.

See Step 13 on page 94For detailed information regarding Rejected Devices, see page 98.

7. Select a Connection Manager and port. See Step 15 on page 95





8. Click Finish. See Step 16 on page 96

Procedure 7: Verify the CTI Integration See page 97

• On the Diagram tab, verify the CTI Integration.

Procedure 8: Configuring the Business Data See page 113

1. Navigate to Master Site > Database Servers, select the relevant database server.


2. In the Reserved tab, add the relevant Additional CTI fields.Note: Be sure to make the size of the fields bigger than the required size.

3. Repeat for each business data field that you require.


For more information about the database fields and additional CTI fields, see page 35.

4. Navigate to Master Site > CLS Servers and select your CLS Server.


5. On the Business Data tab, map each of the business data fields that you configured to the relevant sized Optional ID.


Note: Change the user permissions in the User’s Administrator application to enable access to these fields in the Business Analyzer.

See the User’s Administrator Guide.

Note: Change the Preferences in the Business Analyzer to view these fields.

See the Business Analyzer Guide.

Procedure 9: Mapping the Channels See page 119

1. For Passive VoIP devices: Navigate to Master Site > CLS Definitions > Channel Mapping > Channels Definition.

See Step 2 on page 122h

Devices should be imported directly from the switch or configured manually.


2. Map all channels to Passive VoIP devices. See Step 1.1 on page 123

1. For Passive VoIP Gateways: Navigate to Master Site > CLS Definitions > Channel Mapping > Sources Definition.

See Step 1 on page 128h

Expand Sources that are not attached to a physical switch.


Define either manually or with a wizard.

2. In the VoIP Gateway area, in the IP field, enter the IP address of the gateway. Leave all other fields blank.






Procedure 10: Installing the NICE CTI Integration software See page 131

1. Expand Cisco CM and select TAPI. See Step 6 on page 134

2. Install the NICE CTI Update Pack See Step 14 on page 137

Procedure 11: Verifying the TSP Client configuration

• Run the TAPIMonitor. See page 138

Procedure 12: Enabling Display of NICE System Information

• If the CTI server is not installed on the same machine as the NICE Interactions Center server, enable display of NICE System Information.

See page 140

Procedure 13: Run the Update Pack

• Install the Update Pack locally AFTER all other installations have been performed in the NICE Perform System.

See the NICE Update Guide.


2

Overview

This guide describes the integration between the NICE Interactions Center, the Cisco Unified Communications Manager (formerly known as the Cisco Unified CallManager), using the Cisco TAPI driver.

Contents

Overview..........................................................................................................................26

Terms and Concepts ......................................................................................................27

Recording Solutions ......................................................................................................30

System Architecture.......................................................................................................30

CUCM Configurations ....................................................................................................33

Database Fields ..............................................................................................................35

Limitations.......................................................................................................................37

NOTE: Always check the Integration Description Document (IDD) regarding the latest supported versions.

IMPORTANTBefore installing the NICE Interactions Center and the TAPI driver, the switch must be configured properly. The destination port of the mirroring session configured on the network switch must be configured to the NIC on the Logger. See Installing the NICE VoIP Logger chapter in the VoIP Installation Guide.

Chapter 2: Overview


25

Overview

Overview The Cisco Unified Communications Manager is the software-based call-processing component of the Cisco IP telephony solution.

Cisco TAPI (Telephony Application Programming Interface) is the CTI interface used in the NICE integration with the Communications Manager.

26 Chapter 2: Overview


Terms and Concepts

Terms and Concepts

Cisco Term NICE Term Description

ACD Automatic Call Distributor. A device that distributes incoming calls to a specific group of terminals that agents use. The ACD is assigned a number which is used for referral purposes.

ANI The calling phone number

Alerting Name This is the name that displays on the phone’s Caller display when a person calls the DN. When the phone is answered, the Display Internal Call displays.

AXL An API which Cisco uses to provide a mechanism for inserting, retrieving, updating, and removing data from a CUCM database.The AXL client does not look at which devices are attached to which TSP client. If you have several TSP clients and different devices are attached to each one, AXL ignores this and only looks at the devices that are attached to the switch. NICE uses it to retrieve the complete devices list to the Available Devices list during the initial configuration of the system (UDI only). This simplifies channel mapping by enabling the importing of all Unique Device IDs from the CTI Integrations instead of typing them in manually.

CallID A unique number that the CUCM gives to a call.

CTIManager A CTIManager is Cisco's service that can be enabled/disabled on one or more nodes in CUCM cluster in order to provide CTI events.

CTI port CTI ports as virtual devices can have one or more virtual lines, and software-based CUCM applications. You configure CTI ports by using the same CUCM Administration windows as you use to configure phones. For first-party call control, you must add a CTI port for each active voice line. For more information regarding configuring CTI ports, consult your Cisco Site Engineer.



Terms and Concepts

CTI Route Point A CTI route point virtual device can receive multiple, simultaneous calls for application-controlled redirection. You can configure one or more lines on a CTI route point that users can call to access the application. Applications can answer calls at a route point and can also redirect calls to a CTI port or IP phone. Route points can receive multiple, simultaneous calls. Applications that want to terminate media for calls at route points must specify the media and port for the call on a per-call basis. For more information regarding configuring CTI Route Points, consult your Cisco Site Engineer.

CUCM Cisco Unified Communications Manager: Software-based call-processing component of the Cisco IP telephony solution.

Device Physical phone set

Device MAC Address

Unique Device Identifier (‘SEP’ + MAC address)

Device MAC AddressA string which uniquely identifies a device and is used for Channel Mapping as a UDI.

Device Name/Host Name

Unique Device Identifier

Device Name (Host Name) This consists of the ‘SEP’ + MAC address

Display Internal Call

This is the name that appears in the Caller display on the phone when the DN that you are calling is answered.

DN: Directory Number (line, extension number)

DN: Device Number

A monitored DN is a DN which is listed in the:

• Monitored Devices list in the NICE Perform System Administration.

• nicecti Application User or End User in Cisco’s administration

Call events of monitored DNs will be inserted in the NICE database.

DNIS Dialed Number Identification Service - This is the destination telephone number dialed by the incoming caller, for example the last digits of a 1-800 telephone number.

Hunt Group A group of phones programmed in the PABX where calls are diverted to any phone within the group.

Hunt Pilot Dialing this virtual number diverts the call to a Hunt Group member.

IVR Interactive Voice Response




Terms and Concepts

MAC Address Medium Access Control Address. A MAC Address is a 48-bit number which is unique to the LAN NIC card.

Mirroring The process whereby all received and transmitted packets are copied from one or more source ports to a predefined destination in a network switch for analysis.

Multiple Line Appearance

A line appearance is the linkage of a line to a device. Each device can have more than one line appearance.

Partition Method of dividing a pool of devices into groups (Partitions). Also used to create policies for interactions between them.

Pickup Group Allows you to answer a call that comes in on a directory number other than your own. When you hear an incoming call ringing on another phone, you can redirect the call to your phone by using this feature.

SEP Prefix that appears before the MAC Address of the device (Cisco phone).

Shared lines You can set up one or more lines with a shared-line appearance. A CUCM system considers a directory number to be a shared line if it appears on more than one device in the same partition. In a shared-line appearance, for example, you can set up a shared line, so a directory number appears on line 1 of a manager phone and also on line 2 of an assistant phone. Another example of a shared line involves a single incoming 800 number that is set up to appear as line 2 on every sales representative phone in an office.

SIP Session Initiation Protocol. The SIP Protocol is a textual signalling protocol used to establish, maintain, and terminate sessions. The SIP invitation can be used to establish sessions and carry session description. The default port is 5060.

SPAN Switched Port Analyzer: SPAN mirrors traffic on one or more source ports to a destination port in a network switch for analysis.

TAPI (Microsoft) Telephony Application Programming Interface (Microsoft application): CTI interface used in the NICE integration with the CUCM.

Unique Device Identifier (UDI)

Unique Device Identifier: A string which uniquely identifies a physical device identity, consisting of the SEP and MAC Address.




Recording Solutions

Recording SolutionsNICE supports Total and Interaction-based Recording in both Static and Dynamic IP environments (with CUCM).

System ArchitectureThe NICE Interactions Center is connected to the Cisco Unified Communications Manager via the Cisco CTIManager using the TAPI protocol.

In the NICE Perform system, the Cisco TSP component, and the TAPI driver must be installed on the NICE Interactions Center.

Figure 2-1 System Architecture

NOTE: In Figure 2-1, one CUCM and one CTIManager are installed in the site. This may differ from site to site (see CUCM Configurations on page 33).

Gateway

Cisco Network Switch Port

Customer

IP Phone

CUCM

LAN

LoggerNICE Interactions Center

NICE Environment

CISCO Environment

NOTE: Logger connection is dependent on recording methods

TAPI Driver

Cisco TSP

CTI Manager

NOTE: The CTI Manager may be an independent server or it may be a service running on the Communications Manager.



System Architecture

Components

In an integrated site, Cisco TSPs interact with the CUCM.

Figure 2-2 TAPI Architecture

The TAPI switch connection can be either secured or non-secured. If you require a secured connection, you must first configure your secured connection in the switch. Then, when you configure NICE Perform, you add an additional configuration for the secured connection. This is done when you define the Key Manager, see Step 13 on page 94.

NOTE: In Figure 2-2, one CTIManager is responsible for three Communications Managers which are part of a cluster. This may differ in each site. See CUCM Configurations on page 33.

CUCM 001 CUCM 002 CUCM 003

CTI Manager

TAPI User 001 TAPI User 002 TAPI User 003

Cisco TSP 001 Cisco TSP 002 Cisco TSP 003

CUCM

NICE Interactions Center

TAPI DLL

Telephony Service

NICE TAPI Driver

TAPI Driver

TAPI Server

TAPI Driver

Cisco TSP

CTI Manager



System Architecture

Cisco

• Unified Communications Manager: Cisco Unified Communications Manager (formerly Cisco Unified CallManager) software provides the call-processing component of the Cisco Unified Communications system, in addition to being the foundation for advanced capabilities including video, mobility, and presence-based services.

• CTI: Computer Telephone Integration

• LAN Switch/es (Local Area Network Switch): are a fundamental part of most networks. LAN switches enable several users to send information over a network. In a LAN Switch environment, users can send information at the same time and do not slow each other down. The LAN Switch environment allows different nodes of a network to communicate directly with each other.

• Cisco Network Switch Port

• Cisco CTI Manager: The CTIManager includes the CTI components that interface with the applications separated out of CUCM. The CTIManager service communicates with CUCM using the CUCM communication framework and System Distribution Layer (SDL).

NICE Perform

• Cisco TSP (using TAPI): The Cisco TAPI Service Provider is shipped together with the CUCM. A TSP is a Dynamic-Link Library (DLL) that supports communications device control through a set of exported service functions. Using standardized commands, the TAPI passes information to the TSP. The TSP handles the specific commands that must be exchanged with the device.

• TAPI Server (Tapiserv.exe): The TAPI Server (a Microsoft product) is the central repository of telephony information on the NICE Interactions Center. This service tracks local and remote telephony resources, applications registered to handle Assisted Telephony requests and pending asynchronous functions.

• TAPI.DLL: The TAPI DLLs (Microsoft products) along with the TAPI Server are crucial abstractions separating end-user or server applications from service providers. A TAPI DLL works together with the TAPI Server to provide a consistent interface between these two layers.

• NICE Interactions Center: The NICE Interactions Center, using the CTI Driver's Information, sends commands to start/stop call recordings. It stores them in its databases and controls the various recording programs. The NICE Interactions Center communicates with the CTI server using the TAPI interface. In this way, the NICE Interactions Center learns the call status, monitors call events and stores them in its database. Users can then run queries to find and play back a call.

• Logger: Powerful digital voice logging system. Loggers continuously and simultaneously record and archive audio from multiple sources. Audio is recorded to the hard drive of the Logger for immediate playback capability.



CUCM Configurations

CUCM ConfigurationsA CUCM environment can be configured as follows:

• One CUCM with one CTI Manager

• A cluster of CUCMs with one CTI Manager, or with a primary and secondary CTI Manager

• The default is one TAPI driver per cluster, i.e. if you have two clusters, you require two TAPI drivers.

Multiple Cisco TSPs Communications Manager

You can use multiple TSPs. The multiple TSPs are used for load balancing on the CTI Manager. In addition, there is a limitation regarding the number of devices that each TSP can support.

Consult with your local Cisco Site Engineer regarding all requirements and limitations. Figure 2-3 Multiple Cisco TSPs Site Architecture

NOTE: • In the Cisco TAPI solution, the TAPI driver and the Cisco TSP are installed on the same

machine (NICE Interactions Center).

• Each Cisco TSP must be configured with a different username and password via the Cisco Communications Manager directory.

• Each user in the directory must be configured with the corresponding devices.

• Each Cisco TSP in the multiple Cisco TSP system does not communicate with the other TSPs.

• Each Cisco TSP creates a separate CTI connection to the CTI Manager.



CUCM Configurations

Clustered Cisco Unified Communications Managers

In a CUCM cluster environment, the site has one or more CTI Manager/s.

Define at least one TAPI user (nicecti user) on the CTI Manager and a corresponding TSP on the NICE Interactions Center.

Cisco TSP can also support redundant CTI Managers and can use a primary CTI Manager and a redundant (secondary) CTI Manager. Figure 2-4 Cluster Support Architecture

NOTE: The CTI Manager, along with the Cisco TSP, provide an abstraction of the CUCM resources and functionality without being aware of any specific CUCM.



Database Fields

Database FieldsSupported Database Fields

The following database fields are supported and can be queried - no additional configuration is necessary for them:

• Station

• Phone Number (ANI)

• Direction

• Call ID - This is the Call ID that is generated by the CUCM.

• DNIS (Dialed In)

Additional CTI Fields (Business Data)

NICE Perform Release 3.1 processes the following CTI information fields as Business Data. They require no configuration in the Database and CLS Server:

• Called ID URI User• Called ID URI Host• Called ID URI Port• Caller ID URI User• Caller ID URI Host• Caller ID URI Port

• Redirecting ID URI User

• Redirecting ID URI Host• Redirecting ID URI Port• Redirection ID URI User

NOTE: All the fields depend on whether the switch supports and was configured to report this information!

NOTE: If the Cisco CallerID number is not restricted, then NICE Perform displays it in the Phone Number field. If Cisco’s CallerID number is restricted, then Phone Number field will be blank.

NOTE: NICE always shows TAPI’s CalledID field as DNIS.In a situation, where Cisco provides the correct CalledID - for example 1-800-xxx-xxx, this number is displayed in the DNIS field. However, if Cisco does not provide the correct CalledID number, then NICE Perform displays in the DNIS field the original called party number - i.e. the DN that was called.



Database Fields

• Redirection ID URI Host• Redirection ID URI Port• Pick Up Group Number• Redirection Name• Redirecting Name• Caller Name

• Called Name

• Routing Point - The Routing Point is populated in the Start Event only. • Redirecting Name• Called ID Partition• Caller ID Partition• Redirecting ID Partition• Redirection ID Partition

NOTE: To view the Caller Name, Redirection Name and Redirecting Name, the Display Internal Call field has to be completed in the CUCM. See Enabling Display of Business Data in NICE Perform on page 56.

NOTE: To view the Called Name, complete the Alerting Name in the CUCM. See Enabling Display of Business Data in NICE Perform on page 56.



Limitations

LimitationsThe following limitations exist for the NICE Interactions Center and the CUCM integration:

• TAPI Integration with CCM 5.0 does not support the CTI Super Provider (version 4x only).

• There is no Dialed In in PickUp scenarios. This limitation is a result of Cisco reporting.

Scenario Limitations

Drop from conference with unknown customer

Scenario:

a. Customer (unknown) calls to A1 (monitored device).

b. A1 answers

c. A1 blind conferences the call with A2 (monitored device).

d. A2 answers.

e. A2 hangs up.

f. A1 hangs up.

Problem:

• When A2 hangs up, he/she is not dropped from the conference. After all the parties hang up, the compound is closed. This limitation is a result of Cisco reporting.

Transfer after conference when the customer is unknown

Scenario:

a. Customer (unknown) calls to A1 (monitored device).

b. A1 answers

c. A1 blind conferences the call with A2 (monitored device).

d. A2 answers.

e. A2 blind transfers the call to a supervisor.

Problem:

• The conference is not transferred and the segment remains open.



Limitations

Blind transfer from SCCP to SIP, the compound closes.

Scenario:

A1 = SIP phone

A2 = SCCP phone

a. Customer (unknown) calls to A1 (SIP phone).

b. A1 blind transfers the call to A2 (SCCP phone).

Problem:

• When A1 transfers the call, the compound closes.

• When A2 answers the call, the new compound opens.

A1 calls Hunt Pilot number, call is reported between A1 and the Hunt Pilot number.

Scenario:

• Monitored agent (A1) calls a Hunt Pilot number.

• Supervisor takes the call.

Problem:

• The call is reported between A1 and the Hunt Pilot number and not between A1 and the Supervisor.

Rollover Limitation

In general, IP Phone 7931G can be configured for Rollover as follows:

• Yes: The device can perform transfers and conferences.

• No: The device can not perform transfers and conferences.

For more information, see: http://support.iqnsi.com/documents/pbx_cisco/7931_phone_configuration/

IMPORTANT For IP Phone 7931G, when Rollover is set to Yes, CiscoTSP does not report events over the TAPI.



http://support.iqnsi.com/documents/pbx_cisco/7931_phone_configuration/



3

Configuring the CISCO Unified Communications Manager

Before you integrate Cisco’s Passive Recording solution with TAPI and NICE Perform Release 3.1, you need to prepare the CUCM environment.

If you are configuring CUCM 6.X and you are performing either a new installation or already are using an Application User, continue with the current chapter.

Contents

Preparing the CUCM Environment................................................................................40

Defining a Cisco Application User (nicecti user).........................................................41

Defining an AXL - Application User ..............................................................................50

Enabling Display of Business Data in NICE Perform ..................................................56

IMPORTANT If you are using CUCM version 6.X and your site uses an End User, continue with Configuring the CISCO Unified Communications Manager on page 275.If you are using CUCM version 5.x, see Configuring CUCM 5.X on page 285.If you are using previous versions of CUCM, consult your Cisco Site Engineer.

IMPORTANT A Cisco Site Engineer must perform the CUCM configuration!

NOTE: This section describes procedures and screen-captures relevant to CUCM version 6.1 only. The procedures for previous versions are slightly different, consult your on-site Cisco Site Engineer.

Chapter 3: Configuring the CISCO Unified Communications Manager


39

Preparing the CUCM Environment

Preparing the CUCM EnvironmentBefore you integrate Cisco TAPI and NICE Perform Release 3.1, you need to prepare the CUCM environment as follows:

• Configure a standard (non-secure) or secure environment, see below.

• Configure AXL, see Defining an AXL - Application User on page 50.

Your configuration of the switch depends on whether your site requires a standard (non-secure) configuration or a secured configuration.

IMPORTANT If your switch supports AXL, configure AXL on the CUCM to simplify channel mapping. See Defining an AXL - Application User on page 50.

Standard Configuration Secured Configuration

1. 1.

2. Configuring the Device Association - Telephones and CTI Ports on page 44

3. Viewing the Application User Profile on page 49

2. Configuring the Device Association - Telephones and CTI Ports on page 44

3. Defining the Secured Configuration - CapF Profile on page 47

4. Viewing the Application User Profile on page 49

40 Chapter 3: Configuring the CISCO Unified Communications Manager


Defining a Cisco Application User (nicecti user)


You now define a new Application User for the CUCM. This user will communicate between the CUCM and TSP Client on the NICE Interactions Center.

To define an Application User:

1. Log in to the CUCM Administration application.

2. From the User Management menu, select Application User.Figure 3-1 Choosing Application User

The Find and List Application Users window appears.Figure 3-2 Find and List Application Users Window

IMPORTANT NICE recommends that you define your nicecti user as an Application User. If this is not possible because of site considerations, see Defining an End User (nicecti User) on page 277.Cisco recommends using NO MORE than 2000 devices for each single CTI Manager. Each CTI Manager requires its own TAPI user (nicecti user).

IMPORTANTA Cisco Site Engineer must perform the CUCM configuration!




2.1. Click Add New. The Application User Configuration window appears.Figure 3-3 Application User Configuration Window

2.2. In the Application User Information area:

2.2.1. In the User ID field, enter nicecti.

2.2.2. In the Password field, enter the password.

2.3. Click Save.

3. Scroll down to the Permissions Information area.Figure 3-4 Permissions Information Area

3.1. Click Add to User Group. The Find and List User Groups window appears.

IMPORTANT Note down the User ID that you create and its password. You will need this information later for configuring the nicecti user in the TSP Client.




Figure 3-5 Find and List User Groups Window

3.2. Set the search for a User group: From Find User Group where Name drop-down list, select contains. In the empty field, enter cti. Click Find. A list of user groups with CTI in their name appears.

3.3. Select the following user groups:

• Standard CTI Allow Call Monitoring

• Standard CTI Allow Call Park Monitoring

• Standard CTI Allow Call Recording

• Standard CTI Enabled (for both secured and non-secured connection configurations)


3.4. Click Add Selected. The window closes.

3.5. In the User Configuration window, click Save.

NOTE: Only select Standard CTI Allow Call Park Monitoring when you need to monitor Call Parks.

NOTE: Verify that you include each of the relevant groups.




4. In the Permissions Information area, verify that all the groups and roles appear.

5.

6. Continue with Configuring the Device Association - Telephones and CTI Ports.

Configuring the Device Association - Telephones and CTI Ports

All devices (the hard plastic phones), that you want to record, have to be defined as monitored devices. The monitored devices must be associated with this new user.

To configure the device association:

1. Scroll down to the Device Associations area and in the Device Information area, click Find more Phones.Figure 3-6 Device Associations Area

A Find and List Phones window appears.

1.1. In the Search Options area, search for the relevant devices - telephones and CTI ports - that need to be monitored. Click Find. The Find and List Devices window appears.

NOTE: Check the roles listed in the Permissions Information area to ensure that all relevant roles are associated with each user group.

Click Find more Phones




Figure 3-7 User Device Association window - Search Options Area

2. Select the relevant devices.3. Click Add Selected. The window closes and the devices appear in the Device Information

area in the Controlled Devices list. Figure 3-8 Device Associations Area

4. Click Save.5. If configuring a secured configuration, continue with Defining the Secured Configuration -

CapF Profile on page 47.6. If you are not configuring a secured configuration, continue with Viewing the Application

User Profile on page 49.

Select the devices and CTI ports you want associated with the user

LegendCTI Port Route PointDevice model + number of model

Devices appear here




IMPORTANT After you have configured and installed the NICE CTI Integration, you must verify the TSP Client configuration to see that it is running and properly connected to the CUCM. See Verifying the TSP Client Configuration on page 138.




Defining the Secured Configuration - CapF Profile

You add the CapF Profile when you require a secure connection. This procedure describes how to create and attach a new CapF profile.

To create and attach a new CapF profile:

1. From the User Management menu, select Application User CAPF Profile.Figure 3-9 Choosing Application User CAPF Profile

2. Click Add new. The Application User CAPF Profile Configuration window appears.Figure 3-10 Application User CAPF Profile Configuration Window

3. In the Application User CAPF Profile area, click the Application User drop-down list and select the same user you added in Defining a Cisco Application User (nicecti user) on page 41. This is the user name of the nicecti user.

4. Enter the Instance Id. This can be numbers, alphanumeric and/or a mixture.

5. In the Certification Authority Proxy Function (CAPF) Information area, click the Certificate Operation drop-down list and select Install/Upgrade. See Figure 3-11.

NOTE: You do NOT add the CapF profile for a non-secure connection!

NOTE: The Application User, Instance Id and Authentication String are very important. They should be saved by the Cisco Site Engineer as they are required for the NICE integration.




Figure 3-11 Certification Authority Proxy Function (CAPF) Information Area

6. To generate the authentication string that enables a secure channel between the CUCM and TSP, in the Certification Authority Proxy Function (CAPF) Information area, click Generate String. The Authentication String is generated. See Figure 3-11.

7. Click Save.

A new CapF profile is created and attached to the Application User.Figure 3-12 Certification Authority Proxy Function (CAPF) Information Area

8. Continue with Viewing the Application User Profile on page 49.

NOTE: The Authentication String is very important. It should be saved by the Cisco Site Engineer as it is required for the NICE integration.




Viewing the Application User Profile

Once you have completed the procedure above, you can view the Application User profile.

To view the Application User profile:

1. From the User Management menu, select Application User. The Find and List Users window appears.

2. Select the relevant Application User from the Find and List Users list. The selected Application User’s profile appears.

3. Check the roles listed in the Permissions Information area to ensure that all relevant roles are associated with each user group.

4. Scroll down to the Permissions Information area.

5. Check the roles listed in the Permissions Information area to ensure that all relevant roles are associated with each user group.Figure 3-13 Permissions Information Area - Secured

Figure 3-14 Permissions Information Area

6. If your switch supports AXL (enabling the import of all UDIs from the switch to the NICE CTI Integration) continue with Defining an AXL - Application User on page 50.



Defining an AXL - Application User

Defining an AXL - Application UserIf your site supports AXL, simplify your channel mapping by configuring an AXL Application User in the CUCM. The configuration of the AXL Application User enables the importing of all Unique Device IDs from the Communications Manager (i.e. you import the Unique Device IDs straight from the switch) to the NICE CTI Integrations.

The AXL client does not look at which devices are attached to which TSP client. If you have several TSP clients and different devices are attached to each one, AXL ignores this and only looks at the devices that are attached to the CUCM.

The AXL client needs to be connected to the CUCM. To connect it, you define it as a user in the CUCM. The procedures you follow to make this definition depends on the version of the CUCM you are using.

For version 5x and 6x:

The user must be an Application User. Permissions can be limited to AXL Service access.

To define an Application User:


2. From the User Management menu, select Application User.Figure 3-15 Choosing Application User

The Find and List Application Users window appears.


NOTE: You use the user and password that you create here when configuring the CTI interface, see Defining a CTI Connection on page 82.




Figure 3-16 Find and List Application Users Window

2.1. Click Add New. The Application User Configuration window appears.Figure 3-17 Application User Configuration Window

2.2. In the Application User Information area:

2.2.1. In the User ID field, enter niceaxl.

2.2.2. In the Password field, enter the password.

2.3. Click Save.

3. From the User Management menu, select User Group. The Find and List User Groups window appears.Figure 3-18 Find and List User Groups

NOTE: Save this User ID and Password in a safe place. You will need it later when configuring AXL for NICE Perform, see Defining a CTI Connection on page 82.




3.1. Click Add New group. The User Group Configuration window appears.Figure 3-19 User Group Configuration Window

3.2. In the User Group Information area, in the Name field, enter the user group name AXL User Group.

3.3. Click Save. Figure 3-20 User Group Configuration Window

4. Click the Related Links drop-down list and select Assign Role to User Group.

5. Click Go. The Role Assignment area appears.




Figure 3-21 User Group Configuration Window - Role Assignment Area

5.1. In the Role Assignment area, click Assign Role to Group.

5.2. Click Find. The Find and List Application Users Groups window appears with a list of roles.

Figure 3-22 Find and List Roles Window

5.3. Select Standard AXL API Access.

5.4. Click Add Selected. In the Role Assignment list, the new role and the Status: Update is successful appears.

Click Assign Role to Group




Figure 3-23 User Group Configuration Window

5.5. Click Save.Figure 3-24 Related Links Drop-down List

5.6. From the Related Links drop-down list, select User Group and click Go. The User Group Configuration window appears.

Figure 3-25 User Group Configuration Window

6. Click Add App Users to Group. The Find and List Application Users window appears.

Click Add App Users to Group




Figure 3-26 Find and List Application Users Window

6.1. In the Search Results list, select the new AXL user (niceaxl) that you created.

6.2. Click Add Selected. In the User Group Information area, the AXL user appears in the User In Group list.

7. Click Save.

Click Add Selected



Enabling Display of Business Data in NICE Perform

Enabling Display of Business Data in NICE PerformIn order for certain business data fields to display in NICE Perform, you should enter the relevant information in the following CUCM fields: Display Internal Call ID and Alerting Name, see Configuring the Alerting Name and Display Internal Call ID in the CUCM.

Configuring the Alerting Name and Display Internal Call ID in the CUCM

The Alerting Name has to be entered in the CUCM for the following field to display in NICE Perform: Called Name.

The Display Internal Call ID information has to be entered in the CUCM for the following fields to display in NICE Perform: Caller Name, Redirection Name and Redirecting Name.

Follow the procedure below.

To configure the Alerting Name and Display Internal Call field:

1. From the Device menu, select Phone. Figure 3-27 Device Menu

The Find and List Phones window appears.Figure 3-28 Find and List Phones Window

2. Search for the relevant phones.

3. Click Find. The Find and List Phones page reappears.




4. Click the relevant phone link. Figure 3-29 Phone Configuration Window

The Phone Configuration window appears.

5. In the Phone Configuration window, in the Association Information area, select the required line. The Directory Number Configuration window appears.Figure 3-30 Directory Number Configuration Window - Directory Number Information Area

6. In the Directory Number Information area, in the Alerting Name field enter the relevant Alerting Name. (This is the name that displays on the phone’s Caller display when a person calls the DN.)

7. Scroll down to the relevant line.




Figure 3-31 Directory Number Configuration Window

8. In the Display (Internal Call ID) field, enter the relevant name. In the example, this is John Smith.

Click Save.



4

Installing the TSP Client on the NICE Interactions Center

This chapter provides guidelines for the installation and configuration of the Cisco TSP Client on the NICE Interactions Center.

Contents

Installing and Configuring the Telephone Services Provider (TSP) Client ...............60How Many TSP Clients Do I Need? ...........................................................................60Downloading the TSP Client ......................................................................................61Installing the TSP Client .............................................................................................62Configuring the TSP Client.........................................................................................66

Chapter 4: Installing the TSP Client on the NICE Interactions Center


59

Installing and Configuring the Telephone Services Provider (TSP) Client


The Cisco TSP client must always be installed on the NICE Interactions Center so that it can work with TAPI.

Installation and configuration of the Cisco TSP is comprised of the following procedures:

• Downloading the TSP Client• Installing the TSP Client: During the installation procedure, you are prompted to define how

many TSPs to install. Install the same number of TSPs as the number of unique TAPI users (nicecti users) previously defined, see Defining a Cisco Application User (nicecti user) on page 41.

• Configuring the TSP Client: For each TSP instance, define one TAPI User (nicecti user) and the IP address of the CUCM. This configuration is done via the Phone and Modem Options.

• After you install and configure the Cisco TSP, verify that the Cisco TSP is working properly by running the TAPIMonitor.exe. You should verify the Cisco TSP after installing the NICE Perform CTI software, see Verifying the TSP Client Configuration on page 138.

How Many TSP Clients Do I Need?

The required number of TSP Client instances or installations varies according to the type of installation that you are performing.

Follow the recommendations for the relevant site installation:

• Standard Installation (Total or Interaction-based recording)

In this installation where either Total or Interaction-based recording is used (but NOT both), one TSP Client instance is installed on the NICE Interactions Center.

• Combined Recording Method Installation (Total and Interaction-based recording)

In this installation where BOTH Total or Interaction-based recording are used, two TSP Client instances are installed on the NICE Interactions Center.

IMPORTANT Cisco recommends using NO MORE than 2000 devices for each single CTI Manager. Each CTI Manager requires its own TAPI user (nicecti user).

60 Chapter 4: Installing the TSP Client on the NICE Interactions Center



Downloading the TSP Client

This procedure describes how to download the TSP Client for CUCM 6.X.

If you are configuring for CUCM 5.X, see Downloading the TSP Client on page 293.

To download the TSP Client:

1. On the NICE Interactions Center machine, log in to the CUCM Administration application.

2. From the Application menu, select Plugins. The CUCM Administration appears with a list of Plugins. Figure 4-1 Choosing Plugins

3. In the Search Options area, search for Cisco Telephony Service Provider. Click Find. Figure 4-2 Find and List Plugins Window

4. From the Search Results list, click Cisco Telephony Service Provider and click Download.

The TSP Client is downloaded and the File Download - Security Warning window appears.

5. Continue with Installing the TSP Client on page 62.

IMPORTANT The Cisco TSP Client version must match the CUCM version. Always download and install the Cisco TSP software directly from the CUCM Administration to ensure that you use the correct version for that CUCM and that the versions match.

IMPORTANT A Cisco Site Engineer must download the TSP Client!




Installing the TSP Client

This procedure describes how to install the TSP Client.

To install the TSP Client:

1. In the File Download - Security Warning window, click Run.

-or-

Locate the installation folder and run the CiscoTSP.exe file. Figure 4-3 File Download - Security Warning Window

The Cisco Unified Communications Manager TSP Install Wizard starts. Figure 4-4 Cisco Unified Communications Manager TSP InstallShield Wizard Window

2. Click Next. The Choose Setup Language window appears.




Figure 4-5 Choose Setup Language Window

3. Select the appropriate installation language and click OK. The Cisco Unified Communications Manager TSP Setup Welcome window appears.Figure 4-6 Cisco Unified Communications Manager TSP Setup Welcome Window

4. Click Next. The Choose Destination Location window appears.Figure 4-7 Choose Destination Location Window

4.1. Install in the default location. To select an alternate location, click Browse and navigate to the preferred location.




4.2. Click Next. A message appears asking if you want to install multiple instance of Cisco Unified Communications Manager TSP.

Figure 4-8 Do you want to Install Multiple Instances Message Box

4.3. In the Message window, click:

• No for only one TSP

• Yes for multiple TSP instances

The Start Copying Files window appears.Figure 4-9 Ready to Install the Program Window

4.4. Click Next. The Installing Cisco Unified Communications Manager TSP appears.

For multiple TSPs For a single TSP

IMPORTANT For more information regarding multiple TSP instances, see How Many TSP Clients Do I Need? on page 60.




Figure 4-10 Installing Cisco Unified Communications Manager TSP Windows

When the installation is complete, the InstallShield Wizard Completed window appears.Figure 4-11 InstallShield Wizard Completed Wizard

4.5. Click Finish. A message appears warning that you must restart your system for the configuration of Cisco Unified Communications Manager TSP to take effect.

Figure 4-12 Cisco Unified Communications Manager TSP Install Message

4.6. Click Yes. The computer is restarted. The installation process is now complete. The TSP Client is now installed.




Configuring the TSP Client

To configure the TSP Client, follow the procedures below. If you need to configure a secure connection, there are a few additional procedures that you need to perform.

To configure the TSP Client:

1. Navigate to Start > Settings > Control Panel > Phone and Modem Options. The Phone and Modem Options window appears.

2. Click the Advanced tab.Figure 4-13 Phone and Modem Options - Advanced Tab

3. In the Providers list, select CiscoTSP001.tsp and click Configure..

The Cisco Unified Communications Manager TSP window appears.

NOTE: For multiple instances of the TSP Client, more than one option will appear. Make sure to choose the correct option.




Figure 4-14 Cisco Unified Communications Manager TSP - General Tab

4. Click the User tab.

Verify that this is the identical version to the one installed on the CUCM

IMPORTANT Verify that this is the identical version to the one installed on the CUCM.




Figure 4-15 User Tab

5. In the User tab, complete the following:

5.1. In the User Name field, enter the user name.

5.2. In the Password field, enter the password.

5.3. In the Verify Password field, enter the password again.

6. Click the CTI Manager tab.

Enter the User Name and Password here

IMPORTANT In the User tab, use the same user name and password that were created and noted down by the Cisco Site Engineer when defining the Application/End User. For an Application User, see Step 2.2 on page 42.




Figure 4-16 CTI Manager Tab

7. In the Primary CTI Manager Location area, enter the IP address of the first CTI Manager Server.

In the Backup CTI Manager Location area, if there is a redundant CTI Manager Server, enter its IP address or Host Name. Otherwise in the Backup CTI Manager Location area, enter the same IP address or Host Name as in the Primary CTI Manager Location area.

8. Continue as follows:

• If your connection is a non-secure configuration, continue with Step 10.

• If your connection is a secure configuration supporting SRTP, continue with Step 9.

9. To configure the client to support SRTP:

9.1. Click the Security tab.

NOTE: The best practice of NICE is to use a backup CTI Manager. It can be either a dedicated server or part of the CUCM services.

IMPORTANT Up to this step, integration has been the same as for a standard TAPI integration. Now additional security details must be configured for a secure configuration.

NOTE: The security details configured in this step are necessary to receive authentication details and to establish the permissions of the nicecti user configured in the Cisco Unified Communications Manager.




Figure 4-17 Cisco Unified Communications Manager TSP Window - Security Tab

Configure the following:

9.2. Select Secure Connection to CTIManager.

9.3. Select Fetch Certificate.

9.4. In the CAPF Settings area, perform the following:

9.4.1. In the Authorization String field, enter the authorization string generated when you defined the CAPF Profile, see Step 5 on page 47.

9.4.2. In the Instance Identifier field, enter the Instance Id used when defining the CAPF Profile, see Step 4 on page 47.

9.5. Enter the IP address of the switch.

9.6. Leave the default Port value.

9.7. In the Number of Retries for Certification Fetch field, enter 3.

9.8. In the TFTP Settings area, enter the TFTP Server IP address.

10. Click Apply and then click OK.

11. Close the Cisco Unified Communications Manager TSP window.

The TSP Client is configured.

NOTE: Ask the Cisco Site Engineer for the Authentication String and the Instance Id.

NOTE: The TFTP is usually located on the same server as the CUCM. Verify this with the Cisco Site Engineer.

Information from the CapF configuration

Enter IP addressEnter number of retries for Certification Fetch

Enter IP address




12. Reboot the computer.

The TSP Client’s configuration is completed.

IMPORTANT It is critical that you reboot the computer! The configuration will not work if you do not do this!




5

Configuring CTI Integrations for TAPIThis chapter describes the procedures for integrating Cisco’s CUCM with TAPI and NICE Perform Release 3.1.

Contents

Before you Begin............................................................................................................74

General CTI Connection Information............................................................................76

Configuring a New CTI Connection ..............................................................................82

Additional Integration Configuration............................................................................98

Configuring Individual Components...........................................................................109

Chapter 5: Configuring CTI Integrations for TAPI


73

Before you Begin

Before you BeginTo configure the NICE Perform CTI Integrations, you run the CTI Connection wizard. The wizard requires you to enter specific information - some of which may have been entered on the switch.

Prepare for your integration using the following:

• CTI Connection Configuration

• TSAPI Ports

• SNMP Service Installation

CTI Connection Configuration

Before proceeding with Defining a CTI Connection on page 82, have ready the following information:• The NICE Interactions Center IP address or Host name• The telephony switch IP address• Integration parameters that need to be defined, their names and values. (This varies according

to your selected integration.)• Cisco Unified Communications Manager server IP address• If there is a secondary CTI server, the secondary Cisco Unified Communications Manager

connection IP address• Interface type and its port• AXL Communications Manager User name and password (see Terms and Concepts

on page 27 for an explanation of AXL)• AXL Communications Manager port, see TSAPI Ports on page 75• AXL IP address• A list of all the extensions that need to be monitored• CTI ports that need to be configured in the nicecti TSP userEnsure:The following is monitored:• Extension - includes extensions used for extensions mobility• ACD (Hunt Pilot/Group)• IVR (CTI port)

WARNING Verify that you have all necessary information listed in each of the following sections or that you have performed any necessary procedures BEFORE you start your configuration.

NOTE: It is important that the Cisco Site Engineer is present during the configuration.

74 Chapter 5: Configuring CTI Integrations for TAPI


Before you Begin

• PickUp Group

TSAPI Ports

The CUCM Server and the NICE Interactions Center can be on any subnet, but there has to be IP routing between them. Verify which ports (TCP/UDP) need to have permissions on any existing firewall.

• For AXL port information, see the section Web Requests from CCMAdmin or CCMUser to Cisco Unified CallManager in the document below. The recommended secure port numbers are 443 or 8443. The recommended non-secure port number is 80. See TAPI CTI Interface - Additional Switch Parameters on page 249.

• For non-secure TSP port information, see the section Communication between Applications and Cisco Unified Communications Manager in the document below and see CTI application server. The recommended port number is 2748.

• For secure (SRTP) TSP port information, refer to the section Communication between Applications and Cisco Unified Communications Manager in the document below and see TLS connection between CTI applications (JTAPI/TSP) and CTIManager. The recommended port is 2749.

For more information, see the Cisco Unified Communications Manager 6.1 TCP and UDP Port Usage white paper: http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/port/6_1/61plrev1.pdf

SNMP Service InstallationBefore installing the integration software make sure that the SNMP Service is installed on your computer.



http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/port/6_1/61plrev1.pdf

General CTI Connection Information

General CTI Connection InformationBefore you configure your CTI Connection, review the following information:

• Monitoring Extensions

• Monitoring ACDs (Hunt Pilot/Groups) on page 77

• Monitoring IVRs (CTI Ports) on page 77

• Monitoring Pickup Groups on page 78

• Extension Mobility Guidelines on page 79

• Channel Mapping on page 79

• Key Manager on page 81

Monitoring Extensions

You can add monitoring for extension by configuring Extensions, see Step 11 on page 89.Ask the Cisco Site Engineer for a list of all extensions that need to be monitored.Figure 5-1 Available Device Window - Extension




Monitoring ACDs (Hunt Pilot/Groups)

You can add monitoring for Hunt Pilot/Groups by adding ACD devices, see Step 11 on page 89.Ask the Cisco Site Engineer for a list of all Hunt Pilots or Hunt Groups that need to be monitored.Figure 5-2 Available Device Window - ACD (Hunt PIlot/Group)

Monitoring IVRs (CTI Ports)

You can add monitoring for CTI ports by adding IVR devices, see Step 11 on page 89. Ask the Cisco Site Engineer for a list of all CTI ports that need to be monitored.Figure 5-3 Available Device Window - IVR (CTI Port)




Monitoring Pickup Groups

You can add monitoring for Pickup groups by adding PickUp Group devices, see Step 11 on page 89.

Ask the Cisco Site Engineer for a list of all Pickup Groups that need to be monitored.Figure 5-4 Available Device Window - Pickup Group




Extension Mobility Guidelines

For extension mobility, you must define all DN that are associated with each extension mobility profile in the Monitored Devices area.Figure 5-5 Monitored Devices Area

For more information, see step 12 on page 93. In TAPIMonitor, you can view all devices associated with extension mobility provided that the users are logged into their extension mobility profiles. Devices associated with users who are not logged into their extension mobility profile will not display. See Verifying the TSP Client Configuration on page 138.

Channel Mapping If your switch supports AXL, import a list of UniqueDeviceIDs (host names) from the switch. This simplifies your Channel Mapping configuration.

You can only import a list of UniqueDeviceIDs (host names) from the switch if you have:

• Configured the AXL interface, see Defining an AXL - Application User on page 50

• Defined the AXL in the CTI Connection, see Step 9.2 on page 87.

After you have imported the devices from the switch, the UniqueDeviceIDs display in the Available Device area, see Figure 5-6.




Figure 5-6 Available Devices Area

However, these devices with their UniqueDeviceIDs do NOT display in the Monitor Devices area, see Figure 5-7. Figure 5-7 Monitored Devices Area

It does not take the place of defining the extensions, etc.

NOTE: The same device can be listed with both a UniqueDeviceID (host name) and with a Device ID (extension number).




Key Manager

The Key Manager holds all of the keys it receives for each session and supplies the keys for the Logger to decrypt the packets.

The Key Manager is configured automatically when you define the New CTI Connection wizard.

NOTE: The Key Manager is a special component that must be created to support SRTP recording. This is done ONLY in a secured, encrypted RTP environment. There is NO need to create it for normal RTP recording.

IMPORTANT Before you create a Key Manager, verify that you have configured the SRTP parameters in the IP Capture’s IP tool. Navigate to D:\NTLogger\VoIPCapture\Bin\IPTool.exe. For more information, see the VoIP Logger Installation Guide.



Configuring a New CTI Connection

Configuring a New CTI ConnectionThe CTI Connection defines the actual CTI Manager with which the system integrates. For every interface, a telephony switch is configured. This is the physical server on which the interface is installed. More than one interface may be installed on the same telephony switch, it is therefore important when configuring the interface that the correct telephony switch is defined.

The recommended CTI Integration workflow is with the CTI Connection wizard. If this wizard is not suitable because of site considerations or other factors, you should use the individual Integration wizards, see Configuring Individual Components on page 109.

You can configure the whole CTI Integration via the CTI Connection wizard, see Defining a CTI Connection.

Defining a CTI Connection

The CTI Connection wizard enables you to define the CTI Interface, the Connection Manager, and the Driver, as well as a Key Manager. Follow the procedure below.

To configure the CTI Connection:

1. Verify that you are working in Technician mode: From the Settings menu, select Technician Mode.Figure 5-8 Technician Mode

2. In the System Administrator, in the Organization tree, navigate to Master Site > CTI Integrations.

IMPORTANT For more information regarding defining Hunt Pilot/Groups, CTI ports and Pickup groups, see Monitoring ACDs (Hunt Pilot/Groups) on page 77, Monitoring IVRs (CTI Ports) on page 77, Monitoring Pickup Groups on page 78.

IMPORTANT Before you begin, ensure that you have configured the CLS Server in the NICE System Administrator. For more information, see the Interactions Center Server Configuration, System Administrator Guide.




Figure 5-9 Details Pane

3. In the Details Pane, click .

-or-

From the Actions menu, select New CTI Connection.Figure 5-10 Actions Menu

The Set New CTI Connection Wizard starts.Figure 5-11 Set New CTI Connection Wizard - Introduction Window

Progress bar through the Wizard




4. Click Next. The Set New CTI Connection Wizard displays the CLS and Telephony Switch definitions section. Figure 5-12 CLS and Telephony Switch definitions Section

5. Define your telephony switch:

5.1. From the Attach CTI to CLS Server drop-down list, select the relevant CLS Server.

5.2. From the Telephony Switch Type drop-down list, select Cisco CM. The telephony switch name appears in the Switch Name field.

5.3. Select Define new Telephony Switch.

5.4. If you have several different types of Cisco Switches: in the Switch Name field, change the name to indicate that this connection is with TAPI Passive.

5.5. Leave the default CLS Reporting Type setting as CTI.

NOTE: To use an existing telephony switch, select Use existing Telephony Switch and from the drop-down list, select the relevant telephony switch.

Use existing Telephony Switch

IMPORTANT There is a limitation on the number of characters that can be used when defining the Switch Name. You should use no more than 100 characters.




5.6. (Optional) To edit advanced NICE Interactions Center Reporting options, click Advanced.

Figure 5-13 CLS Reporting Type Area

The following non-standard NICE Interactions Center log-in options are enabled in the Agent Logon Mode area: • To the same station again - allows agents to log in to the same workstation

more than once.• To more than one station - allows agents to log in to more than one

workstation.• To a station another agent is logged into - allows more than one agent to

log in to one workstation.

5.6.1. Clear the options that you do not require.

6. Click Next. The Set New CTI Connection Wizard window displays the CTI Interface type section.Figure 5-14 CTI Interface type Section

NOTE: It is recommended that you leave all three Agent Logon modes selected.

For Advanced CLS Reporting type options, click here

Select CTIManager (TAPI)




6.1. In the Telephony Switch and CTI Interface Type area, click the drop-down list and select CTIManager (TAPI).

6.2. Do NOT select the Active VoIP checkbox.

7. Click Next. The Set New CTI Connection Wizard window displays the CTI Interface information section.Figure 5-15 CTI Interface Information Section

8. Double-click the CUCM Version parameter. The Switch Connection Parameter window appears. Figure 5-16 Switch Connection Parameter Window - CUCM Version

8.1. From the Value drop-down list, select the relevant CUCM version.

8.2. Click OK.

9. If you need to import devices from the telephony switch, expand Additional Interface Parameters. If you do not need to import devices, continue with Step 10 on page 88.




Figure 5-17 Additional Interface Parameters Area

9.1. Clear the Show only required parameters checkbox.

9.2. Configure the following parameters:

Parameter Name Parameter Value

AxlIpAddress Enter the IP address of the Axl Server.

AxlPortId Enter the port ID of the Axl Server.Important: If this is a secure connection, the port number is usually either 443 or 8443. If it is a non-secure connection, the port number is 80.

AxlUserId Enter the User ID of the AXL Server that you configured in Defining an AXL - Application User on page 50.

AxlPassword Enter the password of the AXL Server that you configured in Defining an AXL - Application User on page 50.

Clear Show only required parameters




10. Click Next. The Set New CTI Wizard window displays the Available Devices section. Figure 5-18 Set New CTI Connection Wizard Window

10.1. If your site supports AXL, click the Import from drop-down list and select Switch.

For more information, see Defining an AXL - Application User on page 50 and Does your Site Support AXL? on page 120.

10.2. Click . The list of devices is imported from the Switch together with their UniqueDeviceIDs.

AxlSecured This indicates whether the connection to the Axl server is secure.

• For the Communications Manager version 5 and above, set this to True.

• For the Call Manager prior to version 5, set this to False.

Parameter Name Parameter Value





11. Set devices by following the relevant procedure/s below. If you do not need to add devices, continue with Step 12 on page 93.

You can add the following devices that are supported by the CUCM switch:

• Extension

• ACD (a Hunt Pilot/Group)

• IVR (a CTI Port used for call routing).

• Pickup Group

IMPORTANT You still need to set devices after you have done the import from the switch!

NOTE: ACD and Pickup Group are not recorded. They are added here so that accurate analysis can be made regarding events. There is also no need to configure channel mapping for them.




To Do Procedure

Add a single device1. Click . The Available Devices window

appears.2. In the Device Number field, enter the number you

want to assign to the device. For:• Extension - enter the device number. See

Monitoring Extensions on page 76. • ACD (a Hunt Pilot/Group) - enter the device

number of the hunt group. See Monitoring ACDs (Hunt Pilot/Groups) on page 77.

• IVR (a CTI Port used for call routing) - enter the device number of the CTI port.See Monitoring IVRs (CTI Ports) on page 77.

• Pickup Group - enter the number of the Pickup group. See Monitoring Pickup Groups on page 78.

3. From the Device Type drop-down list, select a device.

4. If the device is a Unique Device, in the Unique Device ID field, enter the host name (SEP + MAC Address).

5. Click OK.




Add a range of devices 1. Click . The Available Devices Add Range window appears.

2. In the Start at Device Number field, enter the number of the first device.For:• Extension - enter the device number

• ACD (a Hunt Pilot/Group) - enter the device number of the hunt group.

• IVR (a CTI Port used for call routing) - enter the device number of the CTI port.

• Pickup Group - enter the number of the Pickup group.

3. In the Number of devices to add field, enter the number of devices you want to add.

4. From the Device Type drop-down list, select a device.

5. Click OK.

Import devices from a file 1. From the Import from drop-down list, select File,

and then click . The Import Available Devices window appears.

2. Complete the information.3. Click OK. For more information, see Importing Devices from Text Files on page 104.

Edit devices 1. Select the device that you want to edit and click

. The Edit Available Devices window appears. 2. Edit the device information.3. Click OK.

To Do Procedure




The Set New CTI Wizard window reappears displaying all the devices that you have added.Figure 5-20 Available Devices Area

Delete devices 1. Select the device and click . The Remove Available Devices message window appears.

2. Verify that the relevant devices are listed.3. If the list is correct, click Yes. If the list is not

correct, click No.

Export a list of devices to a file 1. Click . The Export Available Devices List window appears.

2. Complete the information. 3. Click OK. For more information, see Exporting Devices to a Text File on page 107.

Search for a device1. Select the device and click . The Search For

Device window appears. 2. In the Device field, enter the device ID information.3. Click OK.

To Do Procedure




12. Click Next. The Set New CTI Connection Wizard window displays all monitored devices.Figure 5-21 Monitored Devices Area

All devices are automatically monitored.

12.1. If there are devices that you do not want to monitor, from the Monitored Devices list, select the device.

12.2. Click . The selected device is moved to the Available Devices list.

NOTE: The UniqueDeviceID devices do not display in the Monitored Devices area.

NOTE: It is highly recommended to monitor all available devices.




13. Click Next. The Set New CTI Connection Wizard window displays the Optional Features area.Figure 5-22 Optional Features Area

The Optional Features area includes features that you may want to include in your integration. Select the relevant features for your current integration.

Select the relevant features:

• Key Manager. When selected, the Key Manager is automatically defined. Continue with Step 14.

• Rejected Devices and click Next. The Rejected Devices area appears. Continue the configuration with Configuring Rejected Devices - Step 3 on page 99.

• Call Flow Analysis. When selected, the Call Flow Analysis is automatically defined. 14. Click Next. The Set New CTI Connection Wizard window displays the Select a Connection

Manager area.

Select Key Manager




Figure 5-23 Select a Connection Manager

14.1. Leave the default setting - Create a new Connection Manager.

14.2. Click the Port arrows and select a new Connection Manager port.

15. Click Next. The Set New CTI Connection Wizard window displays the Summary section.

NOTE: When relevant for your site-configuration, you can select an existing Connection Manager. To select an existing Connection Manager, click Select available Connection Manager and select an existing port.

Select a port

If selecting an existing Connection Manager, select the relevant existing port.




Figure 5-24 Summary Window

16. Click Finish.

The new CTI Connection appears on the CTI Integrations - Summary tab.Figure 5-25 Summary Tab

TIP: If you configured for Rejected devices, you need to activate Rejected Devices. See Activating the Rejected Devices on page 101.



Verifying the CTI Integration

Verifying the CTI IntegrationThis procedure describes how to verify that all the relevant system components have been attached.

To verify that all system components have been attached:

1. In the System Administrator, in the Organization tree, navigate to Master Site > CTI Integrations and select CTI Integrations.

2. Click the Diagram tab. For an example of a secured connection, see Figure 5-26. For an example of a non-secured connection, see Figure 5-27.Figure 5-26 CTI Integrations Diagram - Secured Connection

Figure 5-27 CTI Integrations Diagram - Non-secured Connection

NOTE: This diagram only displays the connection layout. It DOES NOT notify you if the connection between the different components is established or not!



Additional Integration Configuration

Additional Integration ConfigurationPerform the following additional integration configuration when relevant:

• Configuring Rejected Devices

• Managing Device Information

Configuring Rejected Devices

Rejected Devices is used with CTI Integrations where you need to reject (or filter) specific devices. This is used in situations where you have two parallel integrations - for example, a simple integration and a Dialer integration - and you have duplicate monitoring of devices in both integrations. You can reject (filter out) the devices that are monitored in the Dialer integration from the simple integration.

You can configure rejected devices, by entering the rejected device ID.

Defining Rejected Devices


To define Rejected Devices:

1. In the System Administrator, in the Organization tree, select Master Site > CTI Integrations > Drivers. Select the relevant Cisco TAPI Driver. Click the Interfaces tab.

2. In the Attach CTI Interfaces area, select the relevant CTI Interface checkbox for the Driver you want to define/edit and click Configure.Figure 5-28 Driver - Interfaces Tab

-or-

In the CTI Connection wizard, expand Rejected Devices.

IMPORTANT Activation of this Rejected devices only takes place after you select it in the Driver configuration, see Activating the Rejected Devices on page 101.




The Rejected Devices area appears.Figure 5-29 Rejected Devices Area

3. Continue with the relevant procedure:

To Do Procedure

Add a single rejected device1. Click . The Add Rejected Devices window

appears.2. In the Device field, enter the device number.3. Click OK.

Add a range of rejected devices 1. Click . The Add Range Rejected

Devices window appears. 2. In the Start at Device Number field, enter the

number of the first rejected device.3. In the Number of devices to add field, enter the

number of rejected devices.4. Click OK.




All rejected devices appear in the Devices list.

Import rejected devices from a file 1. Click . The Import Rejected Devices List

window appears. 2. Complete the information.3. Click OK. For more information, see Importing Available Devices from the Switch on page 103.

Delete rejected devices • Select the device that you want to delete and click

.

Search for a rejected device 1. Select the device that you want to search for and

click . The Search For Device window appears. 2. In the Device field, enter the device ID information.3. Click OK.

To Do Procedure




Figure 5-30 Rejected Devices Area

4. If you are in the middle of configuring the New CTI Connection wizard, continue with Step 14 on page 94.

5. Continue with Activating the Rejected Devices on page 101.

Activating the Rejected Devices

Activation of this Rejected Devices only takes place after you select it in the Driver configuration. Follow the procedure below.

To activate Rejected devices:

1. In the Organization tree, select Master Site > CTI Integrations > Drivers > relevant Cisco TAPI Driver. The selected driver definitions appears.

2. Click the Interfaces tab.Figure 5-31 Driver - Interfaces Tab

3. Select the relevant CTI Interface and click .

Select the relevant CTI Interface




4. Expand Driver Real-time Plugins.Figure 5-32 Driver _ Interface Configuration Window

5. Select Rejected Devices.

6. Click OK.

Select Rejected Devices




Managing Device Information

You can import and/or export your device information when needed. Continue with the relevant procedure:

• Importing Available Devices from the Switch on page 103

• Importing Devices from Text Files on page 104

• Exporting Devices to a Text File on page 107

Importing Available Devices from the Switch

The following procedures are carried out to import UniqueDeviceID information for the TAPI and Cisco Unified Communications Manager switch. The imported information is used for Channel Mapping. See the Channel Mapping Guide.

To import Available Devices from the switch:

1. In the System Administrator, in the Organization tree, select Master Site > CTI Integrations > CTI Interfaces > Cisco TAPI CTI Interface. The selected CTI Interface definition appears.

1.1. Click the Devices tab.

1.2. Expand Available Devices. Figure 5-33 CTI Interface Definition - Devices Tab

IMPORTANT Before importing available devices, verify that you have configured the CTI Interface - Additional Interface Parameters, see Step 9 on page 86.





2. In the Available Devices area, click the Import from drop-down list and select Switch.

3. Click . The list of devices is imported from the Switch.

Importing Devices from Text Files

You can save time when you configure your CTI Interface(s) by importing the device number and the corresponding device type from existing .txt files. For information about configuring your CTI interface, see Configuring a New CTI Connection on page 82.

To use the import feature, the .txt file must be formatted as follows:

• Each line in the .txt file must represent one device.

• Each line must include both the device number and its corresponding device type.

• The device number and its corresponding device type must be separated by either a single space or by one tab increment.

Click the Switch drop-down list to import all devices from the switch

NOTE: The file(s) must be in .txt format. If you have existing files in any other format, you must first convert them to .txt format and then perform the procedures described below.




To import text files:


2. Click the Devices tab and expand Available Devices. Figure 5-35 CTI Interface Definition - Devices Tab

-or-

In the New CTI Connection Wizard, in the Switch Devices Configuration window, expand Available Devices.

3. Click the Import from drop-down list, select File and click .Figure 5-36 Switch Devices Configuration Window - CTI Connection Wizard

The Import window appears.




Figure 5-37 Import Available Devices List Window

4. If you want to overwrite all the devices that currently appear in the Available Devices area, select the Overwrite list of available devices checkbox.

5. In the Delimiter drop-down list, select if the delimiter that separates the device number from its corresponding type is a Space, a Tab, or a Comma increment.

6. In the Records separator drop-down list, accept the default New Line.

7. In the Fields order drop-down list, select the relevant order in which the device number and its corresponding type that appears in the txt file:

• Device Delimiter Device Type (that is, first the device number followed by the device type),

• Device Type Delimiter Device (that is, first the device type followed by the device number).

8. Click the Import File browse button and browse to the file you want to import.

9. Click OK. The devices listed in the .txt file are configured into the CTI Interface.




Exporting Devices to a Text File

You can export a list of all your devices to a text file. Follow the procedure below.

To export the devices to a text file:



-or-

In the New CTI Connection Wizard, in the Switch Devices Configuration window, expand Available Devices.

3. Click Export to file.Figure 5-39 Switch Devices Configuration Window - CTI Connection Wizard

The Export Available Devices List window appears.




Figure 5-40 Export Available Devices List Window

4. In the Delimiter drop-down list, select if the delimiter that separates the device number from its corresponding type is a Space or a Tab increment.

5. In the Fields order drop-down list, select the relevant order in which the device number and its corresponding type will appear in the txt file:

• Device Delimiter Device Type Delimiter UniqueID (that is, first the device number followed by the device type followed by the Unique Device ID),

• Device Type Delimiter Device Delimiter UniqueID (that is, first the device type followed by the device number followed by the Unique Device ID).

6. Click the Export file to browse button and browse to the relevant location where you want to save the exported file. The Save as window appears.

7. In the File name field, enter the file’s name.

8. Click OK. The devices listed in the CTI Interface are save in a .txt file.



Configuring Individual Components

Configuring Individual ComponentsYour integration can vary according to site-specific requirements and specific integration needs. When you require a customized integration instead of the CTI Connection wizard, use the individual wizards detailed below.

For detailed configuration information, see the System Administrator’s Guide.

The table below provides you with the relevant path for each wizard and the required information that you need before you configure each wizard.

Wizard Before You Begin Path

CTI Interface • Cisco Unified Communications Manager server IP address

• If there is a secondary CTI server, the Cisco Unified Communications Manager connection IP address

• Interface type and its port

• AXL Communications Manager User name and password (see Terms and Concepts on page 15 for an explanation of AXL)

• AXL Communications Manager port, see TSAPI Ports on page 75

• AXL IP address

• A list of all extensions that need to be monitored

Ensure:

The following is monitored:• Extension - includes extensions

used for extensions mobility

• ACD (Hunt Pilot/Group)

• IVR (CTI port)

• PickUp Group

Select CTI Integrations > CTI Interfaces. Then, from the Actions menu, select New CTI Interface.




Connection Manager • The name, port, and ID number of the Connection Manager

• The IP address or Host Name where the Connection Manager is installed

• Reporting levels for all messages, if different from the defaults

• If any Connection Manager parameters need to be defined, their names and values

• The Interfaces that will be connected to the Connection Manager and any parameters and their values that might need to be customized.

Select CTI Integrations > Connection Managers. Then, from the Actions menu, select New Connection Manager.

Driver • The name and ID number of the driver

• The IP address or Host Name where the driver is installed

• The NICE Interactions Center server connected to the driver

• Reporting levels for all messages, if different from the defaults

• If any driver parameters need to be defined, their names and values

• The Interface that will be connected to the driver.

Select CTI Integrations > Drivers. Then, from the Actions menu, select New Driver.

Key Manager • Installed on the NICE Interactions machine.

Select CTI Integrations > Drivers. Then, from the Actions menu, select New Key Manager.

Wizard Before You Begin Path




TSAPI Ports

CUCM Server and the NICE Interactions Center Server can be on any subnet, but there has to be IP routing between them. Verify which ports (TCP/UDP) need to have permissions on any existing firewall.

• For AXL port information, see the section Web Requests from CCMAdmin or CCMUser to Cisco Unified CallManager in the document below. The recommended secure port numbers are 443 or 8443. The recommended non-secure port number is 80.

• For non-secure TSP port information, see the section Communication between Applications and Cisco Unified Communications Manager in the document below and see CTI application server. The recommended port number is 2748.

• For secure (SRTP) TSP port information, refer to the section Communication between Applications and Cisco Unified Communications Manager in the document below and see TLS connection between CTI applications (JTAPI/TSP) and CTIManager. The recommended port is 2749.

For more information, see the Cisco Unified Communications Manager 6.1 TCP and UDP Port Usage white paper: http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/port/6_1/61plrev1.pdf



http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/port/6_1/61plrev1.pdf

6

Configuring Business Data

This section explains how to enable access to Cisco switch information that is not automatically entered into NICE Interactions Center.

Contents

Configuring Additional CTI Fields (Business Data) .................................................. 114

Chapter 6: Configuring Business Data


113

Configuring Additional CTI Fields (Business Data)

Configuring Additional CTI Fields (Business Data)If you want to have access to Cisco’s switch information that is not automatically entered in the NICE Interactions Center, you need to:

• Create a new Reserved Column in the Database Server.

• Map this new column to an Optional ID in the CLS Server.

For a list of Additional CTI fields, see Additional CTI Fields (Business Data) on page 35.

Data fields automatically entered into the NICE Interactions Center are described in Database Fields on page 35.

To configure business data for your Database Server:

1. In the System Administrator, in the Organization tree, under Master Site > Database Servers, select the relevant database server.Figure 6-1 Organization Tree

The Database Server Details section appears.

IMPORTANT Each Additional CTI field from the switch requires a specific amount of storage space (bytes) to store it in the Database. Before you begin this procedure, you need to know the maximum size that is required for each CTI field.

114 Chapter 6: Configuring Business Data



Figure 6-2 Database Server Details Section

2. Click the Reserved tab. The Reserved Column Details section appears.Figure 6-3 Reserved Column Details Section

3. Click Add. The New Business Data window appears.Figure 6-4 New Business Data Window

3.1. In the Column Name field, enter the Name EXACTLY, including all spaces, as it appears in Additional CTI Fields (Business Data) on page 35.

3.2. In the Alias Name field, enter the same name as in the Name field.

NOTE: This is the name that you will see displayed.

Enter the Name EXACTLY including all spaces




3.3. From the Column Type drop-down list, select Text or Number.

3.4. From the Size (bytes) list, enter 40.

3.5. Click Create. The new Business Data field column appears in the Reserved Column Details area.

Figure 6-5 Reserved Column Details Area After Adding Columns

4. Repeat Step 3 for each additional Business Data field you need to add.

5. In the System Administrator, in the Organization tree, navigate to Master Site > CLS Servers and select your CLS Server.Figure 6-6 Organization Tree

6. Click the Business Data tab. The CLS Business Data section appears.

TIP: If you do not know whether to select Text or Number, select Text as it will also display numbers.

NOTE: Make sure that you choose a size that is more than sufficient for the CTI data. The size you select determines the available New Optional IDs in the CLS Server. After completing the next step, you cannot change the allotted storage space for the data.




Figure 6-7 CLS Business Data Section

7. Select and double-click the relevant Business Data variable. The Map optional window appears. Figure 6-8 Map optional window

8. From the New Optional ID drop-down list, select an Optional ID whose maximum size is 40 and more, see Table 6-1 on page 117. (The list of available Optional IDs is determined by the size you selected in Step 3.4 on page 116.)

The type and size of each field is as follows:

IMPORTANT If you select an Optional ID that is too small, your data will be truncated.

Table 6-1: Optional ID Fields

Optional ID Field Numbers Type Maximum Size (Kb)

3, 4, 9, 10, 11, 12 Number N/A

1, 2, 13, 14, 15, 16 Text 20

7, 8 Text 30

5, 6, 17, 18, 19, 20, 21, 22 Text 40

23, 24, 25, 26, 27, 28, 29, 30 Text 80

31, 32 Text 120




9. Click Save.

10. To provide access to these fields in Business Analyzer, change user permissions in the User’s Administrator application. See the User’s Administrator Guide for more information.

11. To view these fields in Business Analyzer, change the Preferences as necessary. See the Business Analyzer Guide for more information.

IMPORTANT If you added Business Data while the NICE Interactions Center was running, you should restart the NICE Interactions Center machine.



Chapter 7: Configuring Channel Mapping


119

7

Configuring Channel Mapping

This chapter describes the procedures required to configure channel mapping. In Channel Mapping, you first define the channels for the relevant source type (Passive VoIP Device - not relevant for Passive Gateway), you then define the source detailing its properties. This source is then mapped to the channels.

For detailed information regarding Device Mapping and Channel Mapping, see the Channel Mapping Guide.

Contents

Does your Site Support AXL? .....................................................................................120

Channel Mapping Workflow for Passive VoIP Devices .............................................121

Channel Mapping Workflow for Passive VoIP Gateways..........................................128

120 Chapter 7: Configuring Channel Mapping


Does your Site Support AXL?

Does your Site Support AXL?If your site supports AXL, configure an AXL Application User in the CUCM, see:

• CUCM v 6.x: Defining an AXL - Application User on page 50.

• CUCM v 5.x: Additional CUCM Configuration on page 224.

This enables you import a complete list of all available UniqueDeviceIDs (host names) from the switch using the AXL interface. See Defining a CTI Connection - Step 9.2 on page 87. The devices imported from the switch are imported with their UniqueDeviceIDs. They do NOT display in the Monitor Devices area, see Figure 5-21 on page 93. The same device can be listed with both a UniqueDeviceID (host name) and with a Device ID (extension number).

Other important channel mapping guidelines to note:

• For static device mapping, map all channels to Unique Device IDs. • For dynamic device mapping, map a pool of channels to a pool of Passive VoIP Device

sources.



Channel Mapping Workflow for Passive VoIP Devices

Channel Mapping Workflow for Passive VoIP DevicesThere are two types of Passive VoIP Device recording channels:

• Total

• Selective (Interaction-based)

The following workflows provide outlines of the channel-mapping procedures required for recording of Passive VoIP Devices.

See the Channel Mapping Guide for detailed procedures.

Defining the Channels


To define the channels for Passive VoIP Devices:

1. In the System Administrator, in the Organization tree, navigate to Master Site > CLS Definitions > Channel Mapping > Channels Definition.

NOTE: When both Total Recording and Interaction-based Recording are required, you can configure them at the same time.

Enter the Total Passive VoIP channels

Enter the Interaction-based Passive channels

Total Recording Selective (Interaction-based) Recording

Channels Definition Channels Definition

Sources Definition Sources Definition

Static Mapping Static Mapping Dynamic Mapping

OR




Figure 7-1 Channels Definition Branch

2. In the Channels Definition section, click the relevant Logger.

In the Update Channel Details window, define the Channels. Figure 7-2 Update Channel Details Window

Complete, choosing the relevant Recording method:

2.1. Select the relevant Recording Type - Passive VoIP

Total (Static Mapping) Selective (Interaction-based)

2.2. In the Total Passive VoIP Channels field, enter the number of Total Passive VoIP channels that you require.

2.3. In the Selective (Interaction-based) Passive VoIP Channels field, enter 0.

2.2. In the Total Passive VoIP Channels field, enter 0.

2.3. In the Selective (Interaction-based) Passive VoIP Channels field, enter the number of Passive VoIP channels that you require.

Select Passive VoIP Select Passive VoIP

INTERACTION-BASED RECORDINGTOTAL RECORDING

This changes according to your recording method




2.6. Click Save.

3. Continue with Defining the Sources.

Defining the Sources


To define the Sources:

1. In the Organization tree, expand the Sources Definition branch and expand the relevant Sources attached to physical Switch.Figure 7-3 Sources Definition Branch

Define the Sources in one of the following ways:

1.1. Import source definitions directly from the Integrations (Switches): Click and run the Import from Integrations wizard.

2.4. Speaker Separation Support depends on the Logger configuration:

• If the source needs to be summed, select No.

• If the Logger was set to record Rx and Tx, select Yes.

2.4. Speaker Separation Support depends on the Logger configuration:

• If the source needs to be summed, select No.

• If the Logger was set to record Rx and Tx, select Yes.

2.5. (Optional) If your site requires Inserter Support, select Yes.

NOTE: Inserter Support is only applicable for Total Recording channels.

2.5. Leave the default setting for Inserter Support as No.

Total (Static Mapping) Selective (Interaction-based)




Figure 7-4 Update Channel Details Window - Import from Integrations

-or-

Define sources that are attached to a physical switch: Click .

1.2. Complete the configuration and click Save.2. Continue with Configuring Mapping on page 125.

NOTE: This is the preferred method of defining Sources for TAPI as all the UniqueDeviceIDs are imported automatically if you have configured AXL. If AXL has not been configured, only the DNs are imported.

TIP: If you are required to add UDIs manually, use the TAPIMonitor.txt file to copy and paste the UDIs from the file to the

Import from Integrations

Paste the UDI number here




Configuring Mapping

This is relevant for both Total Static Mapping and for Selective (Interaction-based) Static Mapping.

To map the Channels:1. Select the relevant procedure for your Recording method.

Total (Static Mapping) Selective (Static Mapping) Selective (Dynamic Mapping)

2. For Total by Device recording channels, in the Organization tree, expand the Static Mapping branch.Figure 7-5 Static Mapping Branch

3. Define Static Channel Mapping.

4. Map all channels to Passive VoIP devices.

5. Attach the sources.NOTE: Total Recording channels cannot be mapped using Dynamic Channel mapping.

2. Static Channel Mapping: In the Organization tree, expand the Static Mapping branch.Figure 7-6 Static Mapping Branch

3. Define Static Channel Mapping.

4. Map all channels to Passive VoIP devices.

5. Attach the sources.

2. Dynamic Channel Mapping: In the Organization tree, expand the Dynamic Mapping branch.Figure 7-7 Dynamic Mapping Branch

3. Define Dynamic Channel Mapping.

4. Map a pool of channels to a pool of Passive VoIP devices.

5. Attach the sources.




Figure 7-8 Static Mapping

Figure 7-9 Dynamic Mapping

6. After defining the channels and attaching the sources, click Save.




Figure 7-10 Update Configuration

7. Click to update configuration. This updates the CLS Server with the new mapping definitions.

Save button

Update Configuration button

IMPORTANT Saving the configuration is not enough! Newly saved configuration will only be loaded into the

system, after you click to update the configuration.



Channel Mapping Workflow for Passive VoIP Gateways

Channel Mapping Workflow for Passive VoIP GatewaysThe following workflow provides an outline of the channel-mapping procedures required for recording of Passive VoIP Gateways.

For passive VoIP Gateways, you do not define the channels.

See the Channel Mapping Guide for detailed procedures.

Defining the Sources


To define the Sources for Passive VoIP Gateways:

1. In the System Administrator, in the Organization tree, navigate to Master Site > CLS Definitions > Channel Mapping > Sources Definition.Figure 7-11 Sources Definition Branch

2. Expand Sources that are not attached to a physical switch.Figure 7-12 Sources not attached to any Physical Switch Area

3. Define the Sources, either using the Wizard or manually .

IMPORTANT For monitored shared lines that need to be recorded, map all the devices that share this line by mapping the host name (SEP + MAC address) of each device that you are sharing.




Figure 7-13 Source Type Selection Window

4. Define the Sources manually .

5. In the Source Type window, select Passive VoIP Gateway.Figure 7-14 Source Type Selection Window

6. Click OK. The Source Details window appears.Figure 7-15 Source Type Selection Window

7. In the VoIP Gateway area, in the IP field enter the IP address of the gateway.

7.1. Leave the Ports, CTI Trunk group and the CTI Time slot fields blank.

7.2. From the Source Side drop-down list, select the relevant option for your logger.

7.3. Click OK.

Select Passive VoIP Gateway

Select Passive VoIP Gateway

Enter the IP address of the gateway




7.4. Click Save.

Defining the Channels


To define the channels:

1. Define Dynamic Channel Mapping: In the Organization tree, expand the Dynamic Mapping branch.Figure 7-16 Dynamic Mapping Branch

1.1. Define Dynamic Channel Mapping.

1.2. Attach the sources.

2. After defining the channels and attaching the sources, click Save.Figure 7-17 Update Configuration

3. Click to update configuration. This updates the CLS Server with the new mapping definitions.

Save button

Update Configuration button

IMPORTANT Saving the configuration is not enough! Newly saved configuration will only be loaded into the

system, after you click to update the configuration.

8

Installing the NICE Integration Software

After performing all the above configurations, you now install the CTI software on the NICE Interactions Center. See Installing the NICE CTI Software on page 132.

If you already have a version of the NICE CTI software installed, select the relevant procedure:

• Adding, modifying, or removing the NICE CTI software, see Maintaining the NICE CTI software on page 141

• Upgrading the NICE CTI software, see Upgrading the NICE CTI Software on page 146

• Viewing the version number, see Verifying the Version Number on page 150

Contents

Installing the NICE CTI Software .................................................................................132

Verifying the TSP Client Configuration.......................................................................138

Enabling Display of NICE System Information ..........................................................140

Maintaining the NICE CTI software .............................................................................141Modifying the NICE CTI software.............................................................................141Repairing NICE CTI Software ..................................................................................143Removing NICE CTI Software .................................................................................145Upgrading the NICE CTI Software ...........................................................................146Verifying the Version Number...................................................................................150

NOTE: It is preferable to install the CTI software after performing the configuration.

IMPORTANT After you have installed the NICE Integration software, you should verify the TSP Client configuration. See Verifying the TSP Client Configuration on page 138.

Chapter 8: Installing the NICE Integration Software


131

Installing the NICE CTI Software

Installing the NICE CTI SoftwareFollow the procedure below.

To install the CTI software:1. In the Interactions Center, insert the installation CD/DVD in the drive.

2. Navigate to …\NICE Perform CTI Interaction Center\Interaction Center Drivers 9.12.x.x\Connection Manager Drivers and run the Setup.exe file.

The NICE Perform CTI Wizard starts.Figure 8-1 NICE Perform - CTI Setup Wizard

The Welcome window to the CTI Integration setup appears.

IMPORTANT The latest Update Pack must be installed after ALL the NICE Perform components are installed and configured. The Update Pack must be installed locally. See the NICE Update Guide for installation details.

132 Chapter 8: Installing the NICE Integration Software



Figure 8-2 NICE Perform CTI - InstallShield Welcome Window

3. Click Next. The Choose Destination Location window appears.Figure 8-3 Choose Destination Location Window

4. (Optional) To change the default installation path, click Browse and select the required path. In the Choose Folder window, click OK.

5. Click Next. The Select Integrations window appears.




Figure 8-4 Select Integrations Window

6. Expand Cisco CM and select CTIManager (TAPI).

7. Click Next.

The System Administrator Server Location window appears.Figure 8-5 System Administrator Server Location Window

The associated Port number (62070) appears by default. 8. In the Hostname/IP address field, enter the location of the System Administrator service. 9. Click Next. The Log On window appears.

Select the relevant option:

• To configure for a network user account, (default setting) continue with Step 10.

-or-

• To configure for a local system account, continue with Step 11.

Select CTIManager (TAPI)

Expand Cisco CM

Enter the System Administrator service location

Port number 62070 appears by default.




10. For a network user account:

10.1. In the This Account field, enter the domain\user.


10.3. Click Next. The Network User Account Setup window appears.Figure 8-6 Log On Window

11. For a Local System Account, select Local System Account. Continue with Step 12.Figure 8-7 Log On Window

12. Click Next. The Start Copying Files window appears.




Figure 8-8 Start Copying Files Window

13. Click Install. The Setup Status window appears and the installation begins. Figure 8-9 Setup Status Window

The InstallShield Wizard Complete window appears.




Figure 8-10 InstallShield Wizard Complete Window

14. Click Finish. The Integration package is installed.

15. Continue with Verifying the TSP Client Configuration on page 138.

IMPORTANT Do NOT run the NICE Update utility at this time. The Update Pack must be installed locally AFTER all other installations have been performed in the NICE Perform System. See the NICE Update Guide.



Verifying the TSP Client Configuration

Verifying the TSP Client ConfigurationAfter you have installed and configured the TSP Client, you need to verify that it is running and properly connected to the CUCM.

This procedure describes how to verify the connection.

To verify the TSP Client configuration:

1. In the NICE Interactions Center machine, run the TAPIMonitor.exe application. You can locate TAPIMonitor at D:\Program Files\Nice Systems\CTI\TAPICTILink.

A window appears with the connection details. A successful connection should look similar to Figure 8-11.Figure 8-11 TAPIMonitor.exe Connection Details Window - Successful Connection Example

2. Verify the connection details that appear in the window and verify in the Line Address that all the extensions appear.

3. In the TAPIMonitor.exe window, enter one of the lines of the phone devices (in Figure 8-11, Line 16 or 17). Press <Enter>.

4. Make a phone call from one device to another.

NOTE: Extension mobility lines only appear when the agent is logged on. When the agent logs in, a line create appears. When the agent logs out, a line remove appears.

NOTE: You can also use the TAPIMonitor to view the recording modes of each device.

Providers List

Line = UniquelineID

Line Name = Hostname

Line = Type of line e.g. IP phone,

Version number

Line Address/ Extension number/Device Number

UDI



Verifying the TSP Client Configuration

5. If you configured your system for security (SRTP), verify that a padlock icon appears on the phone’s screen.

6. Verify that the TAPIMonitor.exe window displays all of the information for the call coming from the switch, including the keys for this session.

7. Verify that all the monitored devices appear and that their Recording modes also appear.

The connection is verified. The TSP Client is able to monitor the CUCM and receive the relevant information required to decrypt the call packets and to allow proper recordings.

8. If the CTI server is not installed on the same machine as the NICE Interactions Center server, see Enabling Display of NICE System Information on page 140.

NOTE: You can also see the UDI (SEP + MAC address) for each device which can be useful for future troubleshooting and for channel mapping purposes.

NOTE: You can view all information regarding the TAPIMonitor results in the TAPIMonitor.txt file which is recreated each time that TAPIMonitor runs.



Enabling Display of NICE System Information

Enabling Display of NICE System InformationThe System Administrator includes a summary page that displays the NICE product version and the installed Updates.Figure 8-12 Summary Page in the System Administrator

This summary page is generated by accessing the product information from the machines that are part of the NICE system. In order to access this product information, the System Administrator user needs to be included in the DCOM and WMI security settings on each machine in the NICE system.

If the CTI server is not installed on the same machine as the NICE Interactions Center server, you need to change the DCOM and WMI security settings on the CTI server machine. For complete documentation, see the Enabling Display of NICE System Information appendix in the NICE Interactions Center Installation Guide.



Maintaining the NICE CTI software

Maintaining the NICE CTI softwareWhen necessary, you can modify, repair, or remove the NICE CTI software. Select the relevant procedure:

• Modifying the NICE CTI software

Select this to change the type of integration.

• Repairing NICE CTI Software

Select this to repair the NICE CTI integration installation. It reinstalls automatically the existing CTI software as it is currently setup.

• Removing NICE CTI Software

Select this to remove the NICE CTI integration installation.

You can also upgrade the NICE CTI software:

• Upgrading the NICE CTI Software

You can verify the version of the NICE CTI software:

• Verifying the Version Number

Modifying the NICE CTI software

You use the Modify option to change the integration type. Follow the procedure below to modify the NICE CTI software.

To modify the NICE CTI software:

1. From the Control Panel, select Add or Remove Programs.

2. Select NICE Perform Release x.x - CTI and click Change/Remove.





Figure 8-13 Add or Remove Programs

The Welcome - CTI Setup window appears.Figure 8-14 Welcome Window - Modify, Repair or Remove

3. Select Modify.4. Click Next. Follow the instructions to modify the software.





Repairing NICE CTI Software

You use the Repair option to repair the NICE CTI Integration installation. Follow the procedure below to repair the NICE CTI software.

To repair the NICE CTI software:1. From the Control Panel, select Add or Remove Programs. 2. Select NICE Perform Release x.x - CTI and click Change/Remove.


The Welcome - CTI Setup window appears.





Figure 8-16 Welcome Window - Modify, Repair or Remove

3. Select Repair.

4. Click Next. Follow the instructions to repair the software.





Removing NICE CTI Software

You use the Remove option to remove the NICE CTI Integration installation. Follow the procedure below to remove the NICE CTI software.

To remove the NICE CTI software:

1. From the Control Panel, select Add or Remove Programs.

2. Select NICE Perform Release x.x - CTI and click Change/Remove. Figure 8-17 Add or Remove Programs

The Welcome - CTI Setup window appears.




Figure 8-18 Welcome Window - Modify, Repair or Remove

3. Select Remove.

4. Click Next. Follow the instructions to remove the software.

Upgrading the NICE CTI Software

When you need to install the upgrade of the latest NICE CTI software, follow the procedure below.

To upgrade the NICE CTI software:

1. From the taskbar, right-click the NICE CTI Console Viewer and select Exit.

2. In the Interactions Center, insert the installation CD/DVD in the drive.

3. Navigate to …\NICE Perform CTI Interaction Center\Interaction Center Drivers 9.12.x.x\Connection Manager Drivers, and double-click Setup.exe.

The NICE Perform CTI Wizard starts.





Figure 8-19 NICE Perform - CTI Setup Wizard

The Welcome window to the CTI Integration setup appears.Figure 8-20 NICE Perform CTI - InstallShield Welcome Window

4. Click Next. The Log On window appears.

Select the relevant option:

• To configure for a network user account, (default setting) continue with Step 5.

-or-

• To configure for a local system account, continue with Step 6.

5. For a network user account:

5.1. In the This Account field, enter the domain\user.





5.3. Click Next. The Network User Account Setup window appears.Figure 8-21 Log On Window

6. For a Local System Account, select Local System Account. Continue with Step 7.Figure 8-22 Log On Window

7. Click Next. The Setup Status window appears and the upgraded installation begins.




Figure 8-23 Setup Status Window

The InstallShield Wizard Complete window appears asking whether you would like to restart your computer now.Figure 8-24 Setup Status Window

8. Select the desired option:

• Yes, I want to restart my computer now

• No, I will restart my computer later.

9. Click Finish.





Verifying the Version Number

You can verify the CTI Integration installation version number from Add/Remove programs.

To verify the CTI Integration installation version number:

1. From the Control Panel, select Add or Remove Programs. 2. Select NICE Perform Release x.x - CTI.


3. Click Click here for Support Information. The Support Info window appears.Figure 8-26 Add or Remove Programs

4. Verify the version number. 5. Click Close and close Add/Remove Programs.

Click here to verify the version number

Version number



9

Using NICE Testing and Debug Tools

Use this chapter when you need to use NICE Testing and Debug Tools. Or, when you need to prepare an Open Service Request.

Contents

Gather Information .......................................................................................................152

Preparing the Open Service Request Procedure Workflow .....................................153

Submit an Open Service Request Procedure - Checklist .........................................154

Open Service Request Procedure - Form to Submit .................................................157

Procedure 1: If a Problematic Scenario Occurs, What Should I Do? ......................161

Procedure 2: Setting Reporting Levels and Activating Debug Tools ......................162

Procedure 3: Restarting the System and Running Problematic Scenario ..............195

Procedure 4: Collecting Information...........................................................................195

Procedure 5: Reset the System...................................................................................206

Connection Manager Monitor ......................................................................................214

Log Manager System ...................................................................................................220

IMPORTANT Before approaching NICE Customer Support, go to the Summary Page and review the components that have been installed on the site. For more information regarding the Summary Page, see the System Administrator’s Guide.

NOTE: The graphics in this chapter are used for example only. This chapter is relevant for all integrations.

Chapter 9: Using NICE Testing and Debug Tools


151

Gather Information

Gather Information

When there are problems with the system, consider the following important issues first:

• Is this a new installation? If yes, when was the installation performed?• Were there any changes to the environment that might have influenced the system? If yes,

check these changes first.• How often does the problem occur?• Is the problem reproducible? If yes, what were the steps? Make notes of these steps for NICE

Customer Support. • Were the Servers restarted? If yes, did this resolve the problem?• Are Professional Services in contact with you? It is important to mention this as your system

may have been customized. • Review the Summary Page and the Updates that have been installed at the site.• If the problems are not solved after you have reviewed all these issues, present NICE

Customer Support with this information and prepare an Open Service Request Procedure, see Submit an Open Service Request Procedure - Checklist on page 154.

IMPORTANT In the case of an Open Service Request (SR) Procedure, set all File Reporting Levels of Integration components - CTI Interface, Connection Manager, Driver, etc. - to the HIGHEST level by selecting ALL Reporting Level checkboxes.

152 Chapter 9: Using NICE Testing and Debug Tools


Preparing the Open Service Request Procedure Workflow

Preparing the Open Service Request Procedure WorkflowUse this workflow when you prepare the Open Service Request Procedure.



Submit an Open Service Request Procedure - Checklist

Submit an Open Service Request Procedure - ChecklistThe Open Service Request Procedure provides all traces of the problem/s and enables NICE Customer Support to receive a complete picture of the situation. Follow the guidelines below BEFORE you submit an Open Service Request Procedure.

TIP: It is important to make a note of your current debug tools settings BEFORE activating the debug tools so that you can return your system to its original configuration. Either:• Take screen-captures (<Alt> + <PrtSrn>) of your current settings

-or-

• Note down your settings.


Procedure 1: Before You Do Anything...

BEFORE you prepare the Open Service Request Procedure, have you done the following?

• Contacted NICE Support for advice?

IF advised to prepare an Open Service Request Procedure, have you:

1. Shut down the system?

2. Backed up existing log files?

3. Cleared all log folders?

4. Made notes or taken screen-captures of your current debug tool settings?

Procedure 2: Activate the Reporting Levels and Debug tools

You now need to activate the following:

1. Call Server, RCM and Database Server Reporting Levels

See page 170

2. Events Spy See page 171

3. CAPISpy See page 175

4. Integration log Reporting Levels See page 179

5. Debug Service See page 181

6. TAPIMonitor See page 192

Procedure 3: Repeat the problematic scenario...

• Have you run the problematic scenario with all the activated debug tools listed above?





Procedure 4: Collect the following information:

1. Prepare a list of devices - export a list of all your devices to a text file.

See page 196

2. Zip the Integrations folder - navigate to D:\Program Files\Nice Systems\CTI.

3. Use the Log Collector to collect all the log files. Include: See page 197

• Integration – Integration Installation folder path\Log e.g. D:\Program Files\Nice Systems\CTI\Log

• Call Server

• RCM

• Database Server

• Logger/VoIP Logger

• Summary Page

4. Include the following debug tool files:

• TSP log files See page 199

• Event Spy See page 201

• CAPI Spy See page 202

• Debug Service See page 204

• TAPIMonitor See page 205





Procedure 5: Reset the system to the original settings you had in Procedure 2

After you have run the problematic scenario/s, remember to reset the system to the settings that you had previously. Reset the:

Call Server, RCM and Database Server Reporting Levels See page 206

TSP See page 208

Integration Reporting Levels See page 209

Event Spy See page 210

Debug Service See page 211

Procedure 8: Complete the Open Service Request Procedure

Complete the Open Service Request - Form to Submit. See page 157

Zip all logs and send it to NICE.



Open Service Request Procedure - Form to Submit


NOTE: Print out and complete this checklist before faxing it to NICE Customer Support. Verify that you have all the required information before you approach NICE Customer Support, see Submit an Open Service Request Procedure - Checklist on page 154.

Relevant Information Complete With Your Information

Site InformationThis section includes all the information regarding the problematic site.

Site name

Telephony switch type

PABX type

Version of CUCM

Version of NICE Interactions Center plus the current service pack

Site configuration e.g. is there more than 1 driver? How many CLSs are there on-site?

Recording environment used - Total or Interaction-based Recording

NICE Customer Support contact person’s name

Site’s contact person’s name

Remote connection - details and availablity

Production hours (e.g. 24/7)





Problem Description:This section includes a detailed description regarding the problematic site.

Include a detailed description of the problem and specific scenarios that cause it, if relevant.

Mention whether the problem can be reproduced. If so, does it happen all the time?

Were there any changes to the environment that might have influenced the system? If yes, detail this.

How often does the problem occur? Detail its frequency or the percentage of the time that the problem occurs?

Is this a new installation?Is it an upgraded installation?If upgraded, from what version was it upgraded? What version was it upgraded to?

Have Professional Services been in contact with you? Detail any customization that your system may have had.




What steps are needed to reproduce the problem?

Detail all the troubleshooting steps performed before escalating the Service Request to NICE Customer Support.






Detail the following:

Call ID

Scenario

Time of call

Devices involved in the problematic scenario

Any other relevant information



Procedure 1: If a Problematic Scenario Occurs, What Should I Do?

Procedure 1: If a Problematic Scenario Occurs, What Should I Do?

If you have problematic scenario/s with your NICE System, your first step should be to contact NICE Customer Support and ask for advice. If told to restart the system, follow the procedure below.

To prepare an Open Service Request Procedure:

This procedure is performed so that you recreate the problematic scenario.

If NICE Customer Support advises you to prepare an Open Service Request Procedure, you should do the following:

1. Shut down the system.

2. Back up existing log files.

3. Clear all log folders.

Log File Paths

These are the log file paths for the various NICE components:

NICE Interactions Center

• CLS Server – D:\Program Files\NICE Systems\NICE CLS\Log

• Integration – D:\Program Files\Nice Systems\CTI\Log

• SIP Log - D:\Program Files\NICE Systems\CTI\Log

Debug Log Files

1. TSP log files - C:Temp\CiscoTSP001Log

2. Event SPY - Saved in the folder you choose.

3. CAPI SPY - Saved in the folder you choose.

4. Debug Service - \Debug

5. TapiMonitor.exe log (when a line is open) - Nice Systems\CTI\TAPICTILink

NOTE: Where possible, you are strongly advised to perform this procedure. It enables you to run the problematic scenario with a clean system and clean log files.



Procedure 2: Setting Reporting Levels and Activating Debug Tools


After you have shut down the system and cleaned out all the log files, you need to set up the Log Collector. Then, you set the reporting levels of the Call Server, RCM and Database Server. Finally, you also need to activate the relevant debug tools:

1. Setting Up the Log Collector

2. Setting the Call Server, RCM, and Database Server Reporting Level

3. Setting Up the Events Spy

4. Setting Up the CAPI Spy Plug-in

5. Setting the Integration Log Reporting Levels

6. Setting Up the Debug Service

7. Setting Up TAPIMonitor as a Debug Tool

TIP: It is important to make a note of your current Reporting Levels and Debug Tools settings BEFORE activating the debug tools so that you can return your system to its original configuration. Either:• Take screen-captures (<Alt> + <PrtSrn>) of your current settings

-or-

• Note down your settings.




Setting Up the Log Collector

Your NICE Perform system is composed of many components such as Loggers, servers, and applications. They can be installed on one or several different machines. The Log Collector has the ability to collect all pertinent information generated by each component, in the form of reports, to assist in evaluating and troubleshooting your system.

Getting Started

Verify that there is at least 1 GB of free space on the local temp folder to store reports. Reports will not be saved if enough free space is not available. The temporary location for reports cannot be changed.

The Log Collector does not require an installation process.

Collecting Information from NICE Perform Servers

The Log Collector scans your NICE Perform system configuration using two different techniques:

• Read from Database - you define the location of the SQL server where your NICE Perform databases reside. Based on this information, the Log Collector locates all NICE Perform components and relevant information stored on all machines.

• Add Manually - you define a server and select only those components whose data you want to collect.

To collect information from all NICE Perform Servers:

1. Open the Log Collector:

1.1. Copy the Log Collector folder to your local hard drive.

1.2. Double-click NiceApplications.LogCollector.exe to start the Log Collector. This can take a few seconds.

The NICE Perform Log Collector appears.




Figure 9-1 NICE Perform Log Collector

2. If Server Reports is not the current view, select Server Reports.

3. For most sites, you should connect to a server to allow automatic discovery of all components. Continue with Step 4.

-or-

For very large sites, you can manually add only selected components. Continue with Step 5.

4. To connect to a server for automatic discovery, do the following:

4.1. Click Read From Database . The SQL Server Credentials window appears.Figure 9-2 SQL Server Credentials Window

Selection

Collection Log

Reports

Area

ProgressBar




4.2. Enter the Hostname or IP address for the SQL Server where the NICE Perform databases reside.

4.3. Select SQL Server connection credentials.

4.4. Click OK.

The Log Collector runs a discovery task and fills the Server Reports list with all the information components that can be collected from your NICE Perform servers and connected Data Hubs.Figure 9-3 Server Reports

4.5. Expand a branch to see all potential reports. Clear the checkbox of any report not currently needed.

If you leave an item selected that is not installed (i.e., you leave ScreenSense selected and ScreenSense is not installed), it will appear as an error after the collection is run. Figure 9-4 Server Reports - Selection

5. If your site is very large, you should use the manual option. Do the following:

5.1. Click Add Manually .

ComponentReports

ComponentReports




The Choose Component window appears.Figure 9-5 Choose Component window

5.2. Enter the Host Name or IP Address of the Server where the components reside. 5.3. If the SQL server is installed on a different server, select Use dedicated SQL Server.

Then enter its host name or IP address.5.4. Select components from the list. Then click OK.

The selected components appear under the new branch, Data Hub:Undefined.Figure 9-6 Server Reports - Undefined

6. Click Start to start collection now or click Schedule Collection to start collection at a later time.

The Server Credentials window appears.

Data Hub:Undefined




Figure 9-7 Server Credentials Window

7. In the Machine Credentials area, select one of the following types of Authentication:

• Current Windows User

• Different Windows User (enter a Password and Domain (optional) for the user)

8. In the SQL Server Credentials area, select one of the following types of Authentication:

• Current Windows User

• Different Windows User (enter a Password and Domain (optional) for the user)

• SQL User (enter a Password and Domain (optional) for the user)

9. Click Collect. The Collection begins.

TIP: You can enter the information (Authentication or Password and Domain) in one row, then click Copy Credentials to fill the entire table with the same values.

TIP: You can enter the information (Authentication or Password and Domain) in one row, then click Copy Credentials to fill the entire table with the same values.

Click here to fill the entire table with the same values




Figure 9-8 Server Reports Results

10. When the collection is complete, you will see the following results:

10.1. Successful collection is indicated by a green checkmark

10.2. Unsuccessful collection is indicated by a red X .

10.3. The log area shows the status of collected reports. To clear the log area, select File > Clear Log.

10.4. The Progress bar indicates Collection Finished.

11. Double-click a report that completed successfully in the Server Reports list to see its contents in the right pane. Each report appears in a separate tabbed page.

NOTE: If you double-click a report that was unsuccessful or was not selected for collection, the Log Collector will run again, for that report only, and try to locate its information and create a report.




Figure 9-9 Server Tabbed Page Output




Setting the Call Server, RCM, and Database Server Reporting Level

Set the File reporting level to Debug for the various modules and services.

To set the reporting level:

1. In System Administrator verify that you are working in Technician mode: From the Settings menu, select Technician Mode.Figure 9-10 Technician Mode

2. In the Organization tree, select CLS Definitions > CLS Servers. Select the relevant CLS Server.

3. Click the Report Level tab.Figure 9-11 CLS Report Level

4. Expand the Call Server and set the File reporting level to Debug.5. Expand the DBServer and set the File reporting level to Debug.6. Expand RCM and set the File reporting level to Debug.

TIP: For troubleshooting purposes, set the logs to the maximum size and maximum number of log files.

NOTE: Currently the Screen reporting level category is not available, although it appears on the screen. Changing this field has no effect on the system.




Setting Up the Events Spy

Before setting up the Events Spy to receive events, you first need to set up the Events Spy.

NICE Events Spy enables you to trace events that are not in NICE Perform but were received from the PABX, and then translated and transferred to the Connection Manager, thus enabling you to detect bugs or malfunctions.

The NICE Events Spy tool is part of the NICE Perform CTI Integrations. After you define the Events Spy in your system, you should set it up to receive events.

To set up the NICE Events Spy Tool:

1. Verify that you are working in Technician mode: From the Accessories menu, select System Administrator. From the Settings menu, select Technician Mode.

2. In the Organization tree, navigate to Master Site > CTI Integrations > Connection Managers. Select the Connection Manager for which you want to set up the NICE Events Spy tool.

3. Click the Interfaces tab and expand Configure Connection Manager - Interface Parameters.Figure 9-12 Interfaces Tab

4. Double-click the UseSpy parameter. The Set Parameter Value window appears.

WARNING Using the NICE Events Spy can greatly increase the load on your system. The UseSpy parameter default is therefore No. Using the NICE Events Spy and changing the parameters should be performed only by authorized personnel and in conjunction with NICE Customer Support.

Double-click UseSpy




Figure 9-13 Set Parameter Value Window

5. From the Value drop-down list, select Yes and click OK.

6. Double-click the SpyMailSlot Name parameter. The Set Parameter Value window appears.Figure 9-14 Set Parameter Value Window

7. In the Value field, enter the name of the mailslot that you want to use in conjunction with NICE Events Spy:

• This can be any name.

• This name is later used in the Events Spy tool to connect to this specific Connection Manager.

8. Click OK.

NOTE: The Value field is case sensitive. You are recommended to use a short name.

NOTE: If the Integration is running, you should restart the Integration Service after setting these definitions.1. Click Start > Run. 2. In the Run window, in the Open field, enter services.msc and click OK. 3. In the Services Window, select the Nice Integration Dispatch Service and

double-click. 4. In the Service status area, click Start. The Service status changes to Started. 5. Click OK.




Setting Up the Events Spy to Receive Events

You should set up the Events Spy so that you can receive events. Follow the procedure below.

To set up the NICE Events Spy to receive events:

1. On the NICE Interactions Center, navigate to the Integrations folder (the default location is D:\Program Files\NICE Systems\CTI). Double-click EventSpy.exe. The Events Spy window appears.Figure 9-15 Events Spy Window

2. From the Connections menu, select Mailslot Connections for Receiving Events > Open Mailslot. The Events Spy - Mailslot Name window appears.Figure 9-16 Events Spy - Mailslot Name Window

3. Enter the name of the mailslot you defined in setting up the NICE Events Spy tool. Click OK.

The Events Spy begins to receive events from the switch. The events are listed in the Event Type column of the Events Spy window, see Figure 9-15.

Event Type Column




(Optional) Setting up the SimCTILink Tool

The SimCTILink tool simulates the transfer of events to the Connection Manager as if they originated in the PABX. This enables you to save and analyze them without having to actually use the PABX itself.

Sending Events

WARNING Use of the SimCTILink tool must be coordinated in advance with NICE Systems and must be performed only by authorized personnel. DO NOT attempt to use this tool on your own.You must therefore leave the parameter default value as No unless specifically instructed to do so by NICE Customer Support.

WARNING You can send events to NICE Systems using the Events Spy window. Sending events is only done when using the SimCTILink tool, and must be coordinated in advance with NICE Customer Support.




Setting Up the CAPI Spy Plug-in

The CAPI Spy enables you to monitor all messages sent by the CTI driver to the CLS CAPI (Call Server). Examination of these messages enables you to pinpoint whether the problem is in the CTI driver or in the CLS CAPI server.

CAPI Spy has two main components:

• CAPI Spy Plug-in

• CAPI Spy Utility

The CAPI Spy plug-in is one of the standard CTI driver plug-ins. You set it up in the System Administrator. Only selected plug-ins are executed by the CTI driver.

Follow the procedure below to activate the CAPI Spy Plug-in.

To set up the CAPI Spy Plug-in:


2. In the Organization tree, navigate to Master Site > CTI Integrations > Drivers. Click the relevant driver.

3. Click the Interfaces tab.

Figure 9-17 Drivers > Interfaces Tab

4. In the Attach CTI Interfaces section, click the relevant interface driver and click Configure. The Driver - Interface Configuration window appears.




Figure 9-18 Driver - Interface Configuration Window

5. Expand Driver Real-Time Plugins.

Figure 9-19 Driver Real-Time Plugins Area

IMPORTANTYou can select CAPISpy once and then leave it selected, as it has no negative impact on the system.

Click the arrows to change the order




6. Select the CAPISpy checkbox and click OK.

7. Click the General tab and expand Additional Driver Parameters. The Additional Driver Parameters area displays.Figure 9-20 Additional Driver Parameters Area

8. Define the CAPI Spy parameters according to the following table:

NOTE: Make CAPISpy the last entry in the Driver Real-Time Plugins list. This enables you to see any changes that could occur because of other plugins.You can change the order of the drivers by clicking the arrows.After you select or clear the CAPISpy checkbox, you must restart the driver in order for the change to take effect.

Parameter Name Description Default Value

CAPISpyServerPort Port to which the CAPI Spy connects.NOTE: You should not change the value of this parameter unless there is another third party application that uses this port.If the value is changed, restart the driver. Then configure the CAPI Spy application to connect to the new port. See Changing Connection Details.

7002

CAPISpyMessageQueueSize Size of message queue in CAPI Spy server.NOTE: Be careful about setting this to a higher value as it can slow driver performance.

50




9. Click Save .

Changing CAPI Spy Connection Details

The CAPI Spy connects by default to the localhost CTI driver on the 7002 port. When port 7002 is used by another third party application, you can change the port. See CAPI Spy Plug-in.

To change the connection details:

1. From the Connect menu, select Change connection details. The Connection Details window appears.Figure 9-21 Connection Details Window

2. Enter the Driver IP Address and the Driver Spy port.3. Click OK.

NOTE: If the Integration is running, you should restart the Integration Service after setting these definitions.1. Click Start > Run. 2. In the Run window, in the Open field, enter services.msc and click OK. 3. In the Services Window, double-click the Nice Integration Dispatch Service. 4. In the Service status area, click Start.

The Service status changes to Started. 5. Click OK.

NOTE: You can also monitor CAPI messages from a different host. In this case, enter the IP address of the remote machine. This can seriously overload the network and should be avoided if possible.




Setting the Integration Log Reporting Levels

The Log Manager creates log message files and/or sends information regarding the Console and the Event Log according to the predefined Reporting Level filter.

You can set the Reporting Levels in any of the integration branches e.g. in the Connection Managers, in the Drivers, in the Key Managers, in the Media Provider Controllers (Observers), or in the New Driver wizards when you initially set up the driver.

By default, Reporting Levels are defined for the following:

• File - reports to the Log file located in the Integrations installation folder

• Event Log - reports to the Log files located in the Event Viewer

If necessary, you can also manage the size of the log files, the amount of disk space dedicated to them, and the number of days you wish to keep log files.

Follow the procedure below to edit the Reporting Levels for any Integration component, for example, the CTI Interface, Connection Manager, or the Media Provider Controller.

To edit the Reporting Levels:

1. You can set the Reporting Level in any of the branches, see the examples below:

• In the Organization tree, expand Master Site > CTI Integrations > Connection Managers and click the relevant Connection Manager. In the Connection Manager Details area, expand Reporting Level.

-or-

• In the Organization tree, expand Master Site > CTI Integrations > Drivers. In the Driver General Information area, expand Driver Reporting Level.

WARNINGReporting Levels may be helpful for troubleshooting. However, making changes to the Reporting Levels can greatly add to the load on your system. Changing Reporting Levels should therefore be done only by authorized personnel and in conjunction with NICE Customer Support.

NOTE: The Event Viewer is a Microsoft feature which can be viewed under the Control Panel > Administrative Tools.

IMPORTANTIn the case of an Open Case Procedure, set all File Reporting Levels of Integration components - CTI Interface, Connection Manager, Driver, etc. - to the HIGHEST level by selecting ALL Reporting Level checkboxes. If you have two Connection Managers, remember to set the Reporting Levels for both of them.




Figure 9-22 Driver Reporting Level Area

2. Select File and click Edit . The Set Reporting Level window appears.Figure 9-23 Set Reporting Level Window

3. Select the checkboxes for the Reporting Levels you want to include and click OK.

4. In the relevant log field, type the new setting and click Save .

NOTE: It is highly recommended that you do not change the settings of the default Reporting Levels. Changing Reporting Levels should be done only by authorized personnel and in conjunction with NICE Customer Support.

Click Edit




Setting Up the Debug Service

The Debug Service enables you to gather data critical for solving problems stemming from the transfer of events between the switch and the Connection Manager.

The Debug Service enables NICE Customer Support to reproduce problematic scenarios.

To set up the Debug Service:


2. In the Organization tree, navigate to Master Site > CTI Integrations > Connection Managers. Select the Connection Manager for which you want to set up the Debug Service.

3. Click the Interfaces tab and expand Configure Connection Manager - Interface Parameters.

IMPORTANT When setting up the Debug Service for TAPI, you should set the RecordingMode to Simple. You should NOT use the Asychronous and Semi_Sychronous modes.

WARNING Using the Debug Service can greatly increase the load on your system. The DebugServiceMode parameter default is therefore Idle. Using the Debug Service and changing the parameters should be performed only by authorized personnel and in conjunction with NICE Customer Support.

NOTE: To avoid confusion with any Debug Service files from previous sessions, it is highly recommended to delete all existing Debug Service file(s) before activating the Debug Service.




Figure 9-24 Interfaces Tab

4. Double-click the DebugServiceMode parameter.

The Set Parameter Value window appears.Figure 9-25 Set Parameter Value Window

5. From the Value drop-down list, select Record and click OK.

The RecordingMode and DebugFilesFldr parameters appear.

Double-click DebugServiceMode





6. Define the Debug Service parameters according to the following table.


DebugServiceMode • Idle - the Debug Service is disabled.

• Record - the CTI Interface records every event, request, and response.

• Debug - the CTI Interface receives events, requests, and responses directly from the Debug Service (to be used only by NICE System personnel in lab environments).

Idle

DebuggingMode • Orignl_Intrvls - retains the original intervals between events that were used by the switch.

• Fixed_Intrvls - events are transferred to the link at fixed intervals, which are defined in the FixedTimeInterval parameter.

• Single_Step - events are transferred upon user input.

NOTE: This parameter is activated only when you activate the DebugServiceMode.

Single_step

RecordingMode • Simple - No synchronization is performed. This should be activated for TAPI.

NOTE: This parameter is ONLY activated when you activate the DebugServiceMode.

Asynchronous




7. Before you can activate the Debug Service, you must first stop the Services.

7.1. Click Start > Run. The Run window appears.

7.2. In the Open field, enter services.msc and click OK. The Services window appears.

DebugFilesFldr Defines the folder in which the files created by the Debug Service are saved.NOTE:

• It is highly recommended to delete the contents of the Debug folder before activating the Debug Service.

• This parameter is activated only when you activate the DebugServiceMode.

• The files are saved in binary format.

Debug

FixedTimeInterval Defines the value when you define Fixed_Intrvls as the value for the DebuggingMode parameter above.NOTE:

• The value is defined in seconds.


0

AvailableDiskQuota Defines the maximum size allowed on the hard disk for the Debug file you defined in the DebugFilesFldr above.

• The value is defined in MB.


300





Figure 9-27 Services Window

7.3. Select the Nice Integration Dispatch Service and double-click. The Nice Integration Dispatch Service Properties window appears.

7.4. In the Service status area, click Stop. The Service status changes to Stopped.

7.5. Click OK.

8. To activate the Debug Service after you have defined the above parameters, close the Connection Manager process in the NICE Interactions Center.

The Debug Service is activated when the Dispatch Service automatically restarts the Connection Manager process.




9. The Debug Service transfers the event data to the file you defined in the DebugFilesFldr above.

For each debug session, the Debug Service automatically creates four debug files:

e_xxxxxxxxxx.dbge_xxxxxxxxxx.ndxr_xxxxxxxxxx.dbgr_xxxxxxxxxx.ndx

Where “xxxxxxxxxx” is the unique debug session identifier. The folder to which the above files are transferred is located in D:\Program Files\Nice Systems\CTI\Debug (default), or in the location you defined in the DebugFilesFldr parameter above.

The Debug Service enables NICE Customer Support to reproduce problematic scenarios.

To set up the Debug Service:


2. In the Organization tree, navigate to Master Site > CTI Integrations > Connection Managers. Select the Connection Manager for which you want to set up the Debug Service.

3. Click the Interfaces tab and expand Configure Connection Manager - Interface Parameters.

IMPORTANTYou must send all four Debug files to NICE Customer Support. If any one of the Debug files is missing, the scenario cannot be reconstructed.

IMPORTANT After you have sent off the Open Service Review, you need to return the Debug Service to its original status. See Resetting the Debug Service.

WARNING Using the Debug Service can greatly increase the load on your system. The DebugServiceMode parameter default is therefore Idle. Using the Debug Service and changing the parameters should be performed only by authorized personnel and in conjunction with NICE Customer Support.

NOTE: To avoid confusion with any Debug Service files from previous sessions, it is highly recommended to delete all existing Debug Service file(s) before activating the Debug Service.




Figure 9-28 Interfaces Tab


The Set Parameter Value window appears.Figure 9-29 Set Parameter Value Window

5. From the Value drop-down list, select Record and click OK.

The RecordingMode and DebugFilesFldr parameters appear.






6. Define the Debug Service parameters according to the following table.


DebugServiceMode • Idle - the Debug Service is disabled.

• Record - the CTI Interface records every event, request, and response.

• Debug - the CTI Interface receives events, requests, and responses directly from the Debug Service (to be used only by NICE System personnel in lab environments).

Idle

DebuggingMode • Orignl_Intrvls - retains the original intervals between events that were used by the switch.

• Fixed_Intrvls - events are transferred to the link at fixed intervals, which are defined in the FixedTimeInterval parameter.

• Single_Step - events are transferred upon user input.

NOTE: This parameter is activated only when you activate the DebugServiceMode.

Single_step




7. Before you can activate the Debug Service, you must first stop the Services.


RecordingMode • Asynchronous - synchronization of the requests and responses by the InvokeID is defined by the switch. Not applicable to TAPI.

• Semi_Synchronous - synchronization of the requests and responses by the InvokeID is defined by the Debug Service. Not applicable to TAPI.

• Simple - No synchronization is performed.

• Flat - No synchronization is performed. File format is not enforced, ie. the CTI link decides on the debug file format itself.

NOTE: This parameter is ONLY activated when you activate the DebugServiceMode.

Asynchronous

DebugFilesFldr Defines the folder in which the files created by the Debug Service are saved.NOTE:

• It is highly recommended to delete the contents of the Debug folder before activating the Debug Service.


• The files are saved in binary format.

Debug

FixedTimeInterval Defines the value when you define Fixed_Intrvls as the value for the DebuggingMode parameter above.NOTE:

• The value is defined in seconds.


0

AvailableDiskQuota Defines the maximum size allowed on the hard disk for the Debug file you defined in the DebugFilesFldr above.

• The value is defined in MB.


300





7.2. In the Open field, enter services.msc and click OK. The Services window appears. Figure 9-31 Services Window

7.3. Select the Nice Integration Dispatch Service and double-click. The Nice Integration Dispatch Service Properties window appears.

7.4. In the Service status area, click Stop. The Service status changes to Stopped.

7.5. Click OK.

8. To activate the Debug Service after you have defined the above parameters, close the Connection Manager process in the NICE Interactions Center.

The Debug Service is activated when the Dispatch Service automatically restarts the Connection Manager process.




9. The Debug Service transfers the event data to the file you defined in the DebugFilesFldr above.

For each debug session, the Debug Service automatically creates four debug files:

e_xxxxxxxxxx.dbge_xxxxxxxxxx.ndxr_xxxxxxxxxx.dbgr_xxxxxxxxxx.ndx

Where “xxxxxxxxxx” is the unique debug session identifier. The folder to which the above files are transferred is located in D:\Program Files\NICE Systems\CTI\Debug (default), or in the location you defined in the DebugFilesFldr parameter above.

IMPORTANTYou must send all four Debug files to NICE Customer Support. If any one of the Debug files is missing, the scenario cannot be reconstructed.

IMPORTANT After you have sent off the Open Service Review, you need to return the Debug Service to its original status. See Resetting the Debug Service.




Setting Up TAPIMonitor as a Debug Tool

The TAPIMonitor enables you to see the events occurring from the Cisco TSP. You can view the lines that are open and see the events on those lines.

Before opening an Open Service Request Procedure, set up the TAPIMonitor to run as a debug tool. You should perform open line for a specific Directory Number (DN) and recreate the problematic call scenario. You can also use the TAPIMonitor to verify that the Directory Numbers (DNs) are being monitored. In this case too, you should perform open line. Remember to send the TapiMonitor.exe log file when you open the Service Request.

To run the TAPIMonitor as a debug tool:

1. In the NICE Interactions Center, navigate to the TAPIMonitor.exe application (the default location is D:\Program Files\Nice Systems\CTI\TAPICTILink).

2. Run the TAPI monitor application. A window appears with the connection details. A successful connection should look similar to Figure 9-32 on page 192.Figure 9-32 TAPIMonitor.exe Connection Details Window - Successful Connection Example

NOTE: This tool should only be used for debugging purposes when you are instructed to do so by the NICE Customer Support.

IMPORTANTWhen running TAPIMonitor as a debug tool, it is highly recommended that you stop the NICE Integration Dispatch Service. If you cannot stop it for operational reasons, contact NICE Customer Support.

Providers List

Line = UniquelineID

Line Name = Hostname

Line = Type of line e.g. IP phone,

Version number

Line Address/ Extension number/Device Number

Host name




3. Verify the connection details that appear in the window and verify in the Line Address that all the extensions appear.

4. In the TAPIMonitor.exe window, enter one of the lines of the phone devices (in Figure 9-32, Line 16 or 17). Press <Enter>.Figure 9-33 TAPIMonitor.exe Connection Details Window - Successful Connection Example

5. Make a phone call from one device to another.

6. If you configured your system for security (SRTP), verify that a padlock icon appears on the phone’s screen.

Providers ListLine = UniquelineID Line Name = Host name

Line = Type of line e.g. IP phone

Version number

Recording modes of each device

MAC Address

Line Address/Extension number/Device Number

Type Open line # (line number)




7. Verify that the TAPIMonitor.exe window displays all of the information for the call coming from the switch, including the keys for this session.

8. Verify that all the monitored devices appear and that their Recording modes also appear.

The connection is verified. The TSP Client is able to monitor the CUCM and receive the relevant information required to decrypt the call packets and to allow proper recordings.

Figure 9-34 Monitor All Lines

9. Send the TAPIMonitor.txt file to NICE Customer Support.

NOTE: You can also see the host name (SEP + MAC address) for each device which can be useful for future troubleshooting.

NOTE: You can view all information regarding the TAPIMonitor results in the TAPIMonitor.txt file - Nice Systems\CTI\TAPICTILink.

Type -OAL



Procedure 3: Restarting the System and Running Problematic Scenario

Procedure 3: Restarting the System and Running Problematic Scenario

You now need to restart the system and run the problematic scenario/s.

Procedure 4: Collecting InformationWhen preparing the Open Service Request Procedure you need to collect the following information:

1. List of Devices and Resources, see Prepare a List of Devices and Resources on page 196.

2. Information from the NICE Perform servers. Use the Log Collector to collect the log files. See Collecting Information from NICE Perform Servers on page 197.

3. Debug tool log files, see:

• Collecting and Saving TSP Log Files on page 199

• Collecting and Saving Event Spy Logs on page 201

• Collecting and Viewing CAPI Spy Files Using the CAPI Spy Utility on page 202

• Collecting the Debug Service Files on page 204

• Collecting the TAPIMonitor Log Files on page 205

4. Zip the Integrations folder - D:\Program Files\Nice Systems\CTI.

Remember to include the following log files:

NICE Interactions Center:

• CLS Server – D:\Program Files\NICE Systems\NICE CLS\Log

• Integration – D:\Program Files\Nice Systems\CTI\Log

• SIP Log - D:\Program Files\NICE Systems\CTI\Log

• Summary Page - <Applications Server Installation Path>\ServerBin\ NiceApplications.SummaryPage.log



Procedure 4: Collecting Information

Prepare a List of Devices and Resources

Export a list of all your devices and resources (ACD (Hunt Pilot/Group), Station) to a text file and then attach it together with the other files for NICE Customer Support. Follow the procedure below.

To export the devices to a text file:



3. Click Export to file.

The Export Available Devices List window appears.Figure 9-36 Export Available Devices List Window

4. In the Delimiter drop-down list, select if the delimiter that separates the device number from its corresponding type is a Space or a Tab increment.




5. In the Fields order drop-down list, select the relevant order in which the device number and its corresponding type will appear in the txt file:

• Device Delimiter Device Type Delimiter UniqueID (that is, first the device number followed by the device type followed by the Unique Device ID),

• Device Type Delimiter Device Delimiter UniqueID (that is, first the device type followed by the device number followed by the Unique Device ID).

6. Click the Export file to browse button and browse to the relevant location where you want to save the exported file. The Save as window appears.

7. In the File name field, enter the file’s name.

8. Click OK. The devices listed in the CTI Interface are save in a .txt file.

Collecting Information from NICE Perform Servers

The Log Collector gathers information from all the NICE Perform servers and local workstations. It presents this information in the form of reports. When Log Collector reports are created, they are stored in a temporary location on your workstation.

The Log Collector provides the ability to save all reports in one zipped file. This zipped file can be opened using the Log Collector on another machine, or unzipped and then the reports are opened one-by-one.

All Successful reports will be exported. Failed reports will be copied to maintain the Reports tree structure. Reports not marked to run will not be copied to the export file.

NOTE: Some types of reports, such as log files and configuration files, can also be opened using other applications and then saved. For information regarding viewing the Log Collector reports, see the Log Collector Guide.




Figure 9-37 Reports Exported

To create a export file:

1. In the Log Collector window, select File > Export. The Save As window appears. All reports are saved in one zipped file.

2. Enter a name for the zipped file and browse to a location. Then click Save.

All reports (Client reports and Server reports) are zipped together and saved.

The new zipped file can be imported into the Log Collector on another machine for viewing or unzipped and viewed file-by-file.

For further information regarding the Log Collector, see the Log Collector Guide.

NOTE: Reports that were unsuccessful cannot be rerun from the Import Reports list.

Create Export file from: Export file after reimporting:




Collecting and Saving TSP Log Files

The TSP Log files are very useful for troubleshooting purposes. You should send these files together with the other log files.

Before you repeat the scenario for troubleshooting purposes, you should delete existing log files. You then need to set up the TSP for troubleshooting, repeat the problematic scenario, zip the log files for sending to NICE Customer Support, and then return the TSP to its original settings.

To collect and save TSP log files:

1. Navigate to C:\Temp and delete all existing TSP log directories.

2. Navigate to Start > Settings > Control Panel and point to Phone and Modem Options.

3. Click the Advanced tab.Figure 9-38 Phone and Modem Options Window - Advanced Tab

4. In the Providers list, select CiscoTSP001.tsp and click Configure. The Cisco Unified Communications Manager TSP window appears.

4.1. Click the Trace tab.




Figure 9-39 CUCM TSP Window - Trace Tab

4.2. In the File Size field, enter 1000.

4.3. In the No. of files field, enter 20.

4.4. Select Detailed.

4.5. Select the CTI Trace and TSPI Trace checkboxes.

4.6. Leave the default directory setting as C:\Temp.

4.7. Click OK.

5. Repeat the problematic scenario.

6. Navigate to C:\Temp and zip the relevant log file directories and send them to NICE Customer Support together with all other relevant log files and the completed Open Service Request Procedure checklist.

7. After sending the Open Service Request Procedure’s log files, reset the TSP to its original settings, see Resetting the TSP on page 208.




Collecting and Saving Event Spy Logs

NICE Events Spy enables you to:

• Create and save events in an active log file.

• Save all current events.

• Save selected current events.

You can save the files in either .xml or .bin formats.

Saving Events in a Log File

This option enables you to create a log file that saves all events from the time you create the file until you close it.

To save events in a log file:

1. From the File menu, select Log to File.

2. To create a log file using the .xml format, click Log to XML File. To create a log file using the .bin format, click Log to Binary File. The Save as window appears.

3. Save the file in any convenient location.

Saving Current Events

This option enables you to create a file in which you can save all events that currently appear in the Event Type column.

To save current events:

1. From the File menu, select Save Current Events to File.

2. To create a file using the .bin format, click Save all Events to Binary File. To create a file using the .xml format, click Save all Events to XML File. The Save as window appears.


Saving Selected Current Events

This option enables you to create a file in which you can save selected events from the list that currently appears in the Event Type column.

To save selected current events:

1. Select the events you want to save, clicking the events while holding down the <Ctrl> key.

2. From the File menu, select Log to File.

NOTE: To view the contents of any of the log files you created, from the File menu click Open Log File.




3. To create a file using the .bin format, click Save Only Selected Events to Binary File. To create a file using the .xml format, click Save Only Selected Events to XML File. The Save as window appears.


Collecting and Viewing CAPI Spy Files Using the CAPI Spy Utility

NICE Systems provides a utility for viewing the CAPI Spy messages in XML format.

To set up the CAPI Spy utility:

1. In the NICE Interactions Center, navigate to the Integrations folder (the default location is D:\NICECTI\Integrations). Double-click CAPISpy.exe. The CAPI Spy window appears.Figure 9-40 CAPI Spy Window

2. From the Connect menu, select Connect to CTI Driver.

After the CAPI CTI driver and the CAPI Spy utility are connected, the CAPI Spy starts displaying CAPI messages.




Figure 9-41 CAPI Spy Window Displaying Messages

3. From the File menu, point to Save to file and select Save all to save events to a log file.

NOTE: If the connection is not successful, an error message appears. Contact NICE Customer Support.If the connection is dropped, an error message appears. To reconnect the connection, from the Connect menu, select Connect to CTI Driver.




Collecting the Debug Service Files

NICE Systems provides a utility for viewing the Debug Service files. You then send the four Debug files to NICE Customer Support.

To access the Debug Service files:

1. In the NICE Interactions Center, navigate to the Integrations folder (the default location is D:\Program Files\NICE Systems\CTI).

2. In the Tools folder, double-click IntegrationFileSplitter.exe.

The Integration File Splitter window appears.Figure 9-42 Integration File Splitter Window

3. Drag and drop the Debug files into the File Details area.

The Debug files and the debug session identifier numbers appear in the File Details area.

4. When necessary, you can open and view the contents of the .dbg files.

Drag and drop debug files into the File Details area

IMPORTANTMake sure that you send to NICE Customer Support the four debug files that correspond to the debug session ID number.




Collecting the TAPIMonitor Log Files

You should send the TAPIMonitor files to NICE Customer Support.

To collect the TAPIMonitor files:

1. In the NICE Interactions Center, navigate to the Nice Systems\CTI\TAPICTILink folder (the default location is D:\Program Files\Nice Systems\CTI\TAPICTILink).

2. Zip the files and send them to NICE Customer Support.



Procedure 5: Reset the System

Procedure 5: Reset the SystemAfter you have run the problematic scenario and sent the relevant log files and the Open Service Request Procedure checklist to NICE Customer Support, you need to reset the various tools to their original settings. Refer to your notes regarding these settings.

See:

1. Resetting the Call Server, RCM, and Database Server Reporting Levels

2. Resetting the TSP

3. Resetting the Integration Log Reporting Levels

4. Resetting the Event Spy

5. Resetting the Debug Service

Resetting the Call Server, RCM, and Database Server Reporting Levels

Reset the File reporting level to its original setting. Refer to the notes that you made before you changed these settings.

To set the reporting level:

1. In System Administrator verify that you are working in Technician mode: From the Settings menu, select Technician Mode.

2. In the Organization tree, select CLS Definitions > CLS Servers. Select the relevant CLS Server.

3. Click the Report Level tab.

TIP: For troubleshooting purposes, set the logs to the maximum size and maximum number of log files.




Figure 9-43 CLS Report Level

4. Expand the Call Server and set the File reporting level to its original setting.5. Expand the DBServer and set the File reporting level to its original setting.6. Expand RCM and set the File reporting level to its original setting.

NOTE: Currently the Screen reporting level category is not available, although it appears on the screen. Changing this field has no effect on the system.




Resetting the TSP

After sending the TSP log files to NICE Customer Support, return the system to its original configuration.

To access and save TSP log files:1. Navigate to Start > Settings > Control Panel and point to Phone and Modem Options.

Click the Advanced tab. In the Providers list, select CiscoTSP001.tsp and click Configure.Figure 9-44 CUCM TSP Window - Trace Tab

2. Click the Trace tab.3. In the File Size field, enter 10.4. In the No. of files field, enter 1.5. Select Error.6. Clear the CTI Trace and TSPI Trace checkboxes. (Only the TSP Trace checkbox should be

selected.)7. Click OK.




Resetting the Integration Log Reporting Levels

Reset the Integration log files to their original onsite settings.

To reset the Integration log files:

1. Reset the Reporting Level in all the branches that you raised to the Highest Reporting Level. For example:

• In the Organization tree, expand Master Site > CTI Integrations > Connection Managers and click the relevant Connection Manager. In the Connection Manager Details area, expand Reporting Level.

-or-

• In the Organization tree, expand Master Site > CTI Integrations > Drivers. In the Driver General Information area, expand Driver Reporting Level.

Figure 9-45 Driver Reporting Level Area

2. Select File and click Edit . The Set Reporting Level window appears.Figure 9-46 Set Reporting Level Window

3. Clear the checkboxes of the Reporting Levels that you included and click OK.

4. In the relevant log field, type the new setting and click Save .

Click Edit




Resetting the Event Spy

After you submit your Open Service Request Procedure, reset the Event Spy to its original onsite settings.

To reset the Event Spy:


2. In the Organization tree, navigate to Master Site > CTI Integrations > Connection Managers. Select the Connection Manager for which you want to set up the NICE Events Spy tool.


4. Double-click the UseSpy parameter. The Set Parameter Value window appears.Figure 9-48 Set Parameter Value Window

Double-click UseSpy




5. From the Value drop-down list, select No and click OK.

Resetting the Debug Service

After sending the Debug files to NICE Customer Support, return the system to its original configuration.

To reset the Debug Service to Idle:

1. In the Organization tree, navigate to Master Site > CTI Integrations > Connection Managers. Select the Connection Manager for which you want to reset the Debug Service.



The Set Parameter Value window appears.

NOTE: If the Integration is running, you should restart the Integration Service after setting these definitions.1. Click Start > Run. 2. In the Run window, in the Open field, enter services.msc and click OK. 3. In the Services Window, select the Nice Integration Dispatch Service and

double-click. 4. In the Service status area, click Start. The Service status changes to Started. 5. Click OK.






4. From the Value drop-down list, select Idle and click OK.

5. Restart the Services.


5.2. In the Open field, enter services.msc and click OK. The Services window appears. Figure 9-51 Services Window

5.3. Select and double-click Nice Integration Dispatch Service. The Nice Integration Dispatch Service Properties window appears.




Figure 9-52 Services Window

5.4. In the Service status area, click Start. The Service status changes to Started.

5.5. Click OK.



Connection Manager Monitor

Connection Manager MonitorThe NICE Connection Manager Monitor tool enables you to view the contents of the Connection Manager’s tables. It also enables you to verify if:

• Devices are monitored

• Monitored devices are filtered

and

• Displays the loaded CTI links

• Displays connected clients.

Your next step is to connect the Connection Manager Monitor tool to the Connection Manager as a client. It then receives events in addition to monitoring devices, enabling you to conduct simple tests without running a driver.

This section includes:

• Setting Up the Connection Manager Monitor

• Managing the Connection Manager Monitor

Setting Up the Connection Manager Monitor

To set up the Connection Manager Monitor, follow the procedures below.

To set up Connection Manager Monitor:

1. In the NICE Interactions Center, navigate to the Integrations folder (the default location is D:\Program Files\NICE Systems\CTI). Double-click ConnectionManagerMonitor.exe. The Connection Manager Monitor window appears.




Figure 9-53 Connection Manager Monitor Window

2. From the Monitor menu, select Connect. The Select Connection Manager window appears.Figure 9-54 Select Connection Manager Window

3. Enter the Connection Manager ID of the NICE Interactions Center to which you want to connect. Click OK. The Connection Manager Monitor displays the contents of the Connection Manager tables.

Enter the Connection Manager ID of the NICE Interactions Center to which you want to connect




Figure 9-55 Connection Manager Window - Tables

4. From the Client menu of the Connection Manager Monitor window, select Connect. The Select Connection Manager window appears.Figure 9-56 Connection Manager Window - Client Menu

5. Enter the Connection Manager ID of the NICE Interactions Center to which you want to connect. Click OK.

After the Connection Manager Monitor establishes connection to the desired Connection Manager, the Monitor, Stop Monitor, and Disconnect options in the Client menu become enabled. The Client connection appears in the Clients area.

Enter the Connection Manager ID of the NICE Interactions Center to which you want to connect




Figure 9-57 Connection Manager Monitor - Client Connection in Clients Area

6. From the Client menu, select Monitor. The Monitor Device window appears.Figure 9-58 Monitor Device Window

6.1. In the Device ID field, enter the Device ID number of the Connection Manager to which you want to connect.

6.2. In the Switch ID field, enter the Switch ID number.

6.3. From the Device Type drop-down list, select the appropriate device type.

6.4. Click Monitor. The response appears in the Output area.

Client connection




Figure 9-59 Output Area

7. Click Update. The new Client appears in the Client Device Requests area.Figure 9-60 Connection Manager Monitor - Client Device Requests Area

IMPORTANTThe Connection Manager Monitor window does not continuously refresh the data displayed in the window; it only displays the data current at the time you establish the connection. To update the data displayed in the window, click Update.

New Client




Managing the Connection Manager Monitor

This section includes the following topics:

• Stopping the Connection Manager Monitor

• Disconnecting the Connection Manager Monitor Client

Stopping the Connection Manager Monitor

This procedure describes how to stop the Connection Manager Monitor when it is functioning as a client.

To stop the Connection Manager Monitor:

1. From the Client menu of the Connection Manager Monitor window, select Stop Monitor. The Stop Monitor Device window appears.Figure 9-61 Stop Monitor Device Window

2. Enter the Device ID number and the Switch ID of the device you want to stop monitoring.

3. Click Stop Monitor. The response appears in the Output area.

Disconnecting the Connection Manager Monitor Client

This procedure describes how to disconnect the Connection Manager Monitor when it is functioning as a client.

To disconnect the Connection Manager Monitor Client:

• From the Client menu of the Connection Manager Monitor window, select Disconnect.

The Client connection of the Connection Manager no longer appears in the Clients area and in the Client Device Requests area.



Log Manager System

Log Manager System The Log Manager system logs all significant system activity and maintains a log of all data, enabling you to view the history of all relevant system activity.

The Log Manager system has the following main components:

• CTI Console Viewer

• Log Manager

• Log Manager Services

• Using the Log Viewer

CTI Console Viewer

The CTI Console Viewer enables real-time log tracking of the screens of all integration components installed on the local machine. This application replaces the Console windows in the Reporting Level of the integration process, and provides the user with filtering capability. CTI Console Viewer has a separate window for each integration process. You can view and filter an event, as well as change the Reporting Level. You cannot do this in the System Administrator. Files are saved automatically in the Log Manager and can be viewed afterwards in the Log Viewer. Figure 9-62 CTI Console Viewer

Opening the CTI Console Viewer


To open the CTI Console viewer:

• Double-click the icon in the system tray. Figure 9-63 System Tray

-or-

• Right-click the icon, and select Open NICE CTI Console Viewer.

Select CTI icon



Log Manager System

To open a specific integration process window:

• From the NICE CTI Console Viewer window, select the relevant integration process.Figure 9-64 NICE CTI Console Viewer

A log window opens and the integration modules installed on the local machine are listed. (This list is updated when you add/remove any integration modules in the NICE System Administrator.)Figure 9-65 CTI Log Window

NOTE: These Reporting Levels are only relevant for the CTI Console.

Connection Manager Dispatch CTI Driver Media Provider Controller

WARNING Reporting Levels may be helpful for troubleshooting. However, making changes to the Reporting Levels can greatly add to the load on your system. Changing Reporting Levels should therefore be done only by authorized personnel and in conjunction with NICE Customer Support.



Log Manager System

Filtering Messages

You can filter messages in any of the following manners:

Resetting the Filter

To reset the filter:

• Click the Reset Filter button.

The filter in Module Name and Thread ID is reset, and all the messages are printed. (The Reset filter option does not affect the reporting level).Figure 9-66 Reset Filter

Managing the CTI Console Viewer

To clear the screen of messages:

• Click the Clear Screen button.

All the messages are cleared from the screen.

To open the last log file:

• Click the Open last log file button.

The current log file with Log Viewer opens (see Log Viewer section). You can see log messages from the specific modules in real-time as they are displayed.

To change console size and color:

1. From the Options menu, select Console size.

• Reporting Level: Clear the checkboxes of the Reporting Levels that are irrelevant (message importance).

• Module name: Clear the checkboxes of any modules that are irrelevant.

• Thread ID: Clear the checkboxes of any Thread IDs that are irrelevant.

NOTE: The filter is applied to new messages. It does not affect old messages.



Log Manager System

Figure 9-67 Options Menu

When the log window is filled with the maximum number of messages, the top rows are automatically deleted.

2. From the Options menu, select Change color.

2.1. Select a background color.

2.2. Select a color for each reporting level.

Log Manager

The Log Manager consists of the:

• Log Manager Services

• Log Viewer

Log Manager Services

The Log Manager’s second module can be found in Services. It consists of two Log Manager related services:

• Nice Integration Log Retention

• Nice Integration Reporting Level Dumper

Using the Log Viewer

The Log Viewer enables you to view the log files and to filter them. You can keep several logs open at the same time.

Filtering Logs

You can filter the logs according to the following criteria:

• Reporting Level: Clear the Reporting Levels that are irrelevant.

• Date - Time Range: Select the appropriate time range.

• Module name: Clear any modules that are irrelevant.

WARNINGYou should not change any values in the Registry. All changes should be done through the System Administrator application and only by authorized personnel and in conjunction with NICE Customer Support.



Log Manager System

• Thread ID: Clear any thread IDs that are irrelevant.

• Message: Type any relevant message.

To filter a log file:

1. In the NICE Interactions Center, navigate to the Tools folder (the default location is D:\Program Files\NICE Systems\CTI\Tools).

2. Double-click LogViewer.exe. The Log Viewer window appears.

3. Using Windows Explorer, select the relevant log files and drag them to the Log Viewer.

4. In the Filter area, select the relevant filter options.Figure 9-68 Log Viewer Window

5. Click Filter.

The filtered logs appear in the Log Viewer window.

6. To save the filtered log file for future reference, from the File menu, select Save as. The Save as window appears.

7. Name the filtered log file appropriately.

Click Filter



Log Manager System

Searching Logs

The Log Viewer enables you to search for specific text within a specific column or within all columns. The Log Viewer remembers past searches.

To search for a specific text value:

1. From the Edit menu, select Find. The Find window appears.Figure 9-69 Find Window

2. Click the In column drop-down list and select the relevant search basis.

3. Click Find next.



10

Troubleshooting

This chapter includes CUCM and/or TAPI troubleshooting problem scenarios and solution procedures for the NICE Interactions Center and the CUCM integration.

It also includes general troubleshooting for NICE Perform.

Contents

TAPI Troubleshooting...................................................................................................228

TIP: If you need to send a problem to NICE Customer Support, prepare all the necessary information. See Using NICE Testing and Debug Tools on page 151.

Chapter 10: Troubleshooting


227

TAPI Troubleshooting

TAPI TroubleshootingIf you are experiencing problems with your NICE Interactions Center and the CUCM integration, consult the following troubleshooting problem scenarios and solution procedures:

• A Complete List of Lines does not Appear

• No Lines Appear in TAPIMonitor

• TSP’s STATUS certificate is not Available (Secured Connections Only) on page 232

• Calls via the ACD (Hunt Pilot/Groups) are not Reported Correctly on page 233

• Calls via the IVR are not Reported Correctly on page 235

• Group PickUp Scenarios are not Reported Correctly on page 238

• Call Park Scenarios are not Reported Correctly on page 240

• Receiving No Events for a Specific Device on page 242

• Events Are Not Received on page 244

• Extension Mobility Log In/Log Out Problems on page 244

A Complete List of Lines does not Appear

Scenario: After installing and configuring the Cisco TSP, you run TapiMonitor.exe. However, a complete list of lines does not appear.

Solution: Reboot the computer. The Telephony Service must be synchronized with the CUCM. For this to happen, the computer must be rebooted.

See Resetting the CTI service on the CUCM cluster.

Resetting the CTI service on the CUCM cluster

Follow this procedure to reset the CTI service on the CUCM cluster.

To reset the CTI service on the CUCM cluster:

1. From the Navigation drop-down list, select Cisco Unified Serviceability and click Go.Figure 10-1 Navigation Drop-down List

228 Chapter 10: Troubleshooting



2. Login to Cisco Unified Serviceability.

3. From the Tools menu, select Control Center - Feature Services. Figure 10-2 Navigation Drop-down List

4. In the Select Server area, from the Server drop-down list, select the server where the CTI service is installed. Figure 10-3 Select Server Area

5. Click Go.

6. In the CM Services area, select Cisco CTIManager and click Restart.

Click Restart




No Lines Appear in TAPIMonitorFigure 10-4 TAPIMonitor - No Lines Appear

If no lines appear in the TAPIMonitor, troubleshoot this problem using the scenarios below:

Scenario 1: While you are configuring the TSP client (see Figure 10-5 on page 230), you try to run the TAPIMonitor. No lines appear in the TAPIMonitor.

Solution: Finish configuring the TSP client and then run TAPIMonitor. Figure 10-5 Scenario 1




Scenario 2: If one of the parameters in the TSP client are not configured properly, then no lines appear in the TAPIMonitor.

Solution: Verify the following parameters:

• user name

• password

• IP address

Scenario 3: If there is a problem of connectivity from the NICE Interactions Center to the CUCM, then no lines appear in the TAPIMonitor.

Solution: Perform all normal connectivity tests e.g. ping the CUCM, firewall, etc.

Scenario 4: If no devices were configured on the CUCM, then no lines appear in the TAPIMonitor.

Solution: Verify that all relevant devices are configured on the CUCM in the nicecti user:

• For an Application user, see Step 1 on page 44.

• For an End user, see Step 5 on page 278.

Scenario 5: If the TSP client does not appear under the Phones and Modems Options window, then no lines appear in the TAPIMonitor.

Solution: You need to add the TSP client.

To add the TSP client:

1. Navigate to Start > Settings > Control Panel > Phone and Modem Options. The Phone and Modem Options window appears.

2. Click Advanced.




Figure 10-6 Phone and Modem Options Window - Advanced Tab

3. Click Add.Figure 10-7 Phone and Modem Options Window - Advanced Tab

4. Select the relevant Cisco TSP client.

5. Click Add. The selected TSP client appears in the Phone and Modem Options window.

6. Click Configure and verify that it is configured properly.

TSP’s STATUS certificate is not Available (Secured Connections Only)

Scenario: If in the Security tab, the TSP’s STATUS certificate is not available.

Solution: Ask the Cisco Site Engineer for a new authorization string. Select Fetch Certificate and try to fetch the certificate again. Then, reboot. If this doesn’t work, reboot the CTI server.




Calls via the ACD (Hunt Pilot/Groups) are not Reported Correctly

Scenario: Calls via the ACD (Hunt Pilot/Groups) are not reported correctly

Solution: Ensure that all Hunt Pilot/Groups are configured in the devices as ACDs.

To ensure that calls via the ACD are reported properly:


2. In the System Administrator, in the Organization tree, select Master Site > CTI Integrations > CTI Interfaces. Select the relevant TAPI CTI Interface and click the Devices tab.

3. Expand Available Devices.

4. Verify that the ACD numbers are in the list. Figure 10-8 Available Devices Area

5. If the ACD number is missing: Click Add. The Available Device window appears. Figure 10-9 Available Device Window

5.1. Enter the Device number and select ACD as the Device Type.

5.2. Complete the window and click OK.




5.3. Click .

6. In System Administrator, in the Organization tree, navigate to Master Site > CTI Integrations > Drivers. Select the relevant TAPI Driver.

7. Click the Interfaces tab. Figure 10-10 Driver - Interfaces Tab

8. In the Attach CTI Interfaces area, select the relevant Interface checkbox and click Configure. The Driver - Interface Configuration window appears.

9. Expand Monitor Devices.Figure 10-11 Driver - Interface Configuration Window

9.1. Verify that the ACD numbers are in the Monitored Devices list.

9.2. If the ACD number is missing: Select the ACD number from the Available Devices list and move it to the Monitored Devices area.




10. Click OK.

11. Click .

Calls via the IVR are not Reported Correctly

Scenario: Calls via the IVR are not reported correctly.

Solution: Ensure that all CTI ports are listed in the Controlled Devices list in the Devices Information area for your user.

Additionally, they should be configured in the Monitor Devices area as IVRs.

To ensure that CTI ports are reported properly:

1. If using an Application User, ensure that all CTI ports are attached to your nicecti user in the Controlled Devices list in the Devices Information area.

If devices do not appear in the Controlled Devices list, see Step 1 on page 44. Figure 10-12 Device Information Area

-or-

If using an End User, ensure that all CTI ports are attached to your nicecti user in the Controlled Devices list in the Devices Information area.

If devices do not appear in the Controlled Devices list, see Step 5 on page 278. Figure 10-13 Device Information Area

2. Ensure that the CTI ports are configured as IVRs in the Monitor Devices area.

2.1. Verify that you are working in Technician mode: From the Accessories menu, select System Administrator. From the Settings menu, select Technician Mode.

All devices and CTI ports that you want associated with the user should display here

All devices and CTI ports that you want associated with the user should display here




2.2. In the System Administrator, in the Organization tree, select Master Site > CTI Integrations > CTI Interfaces. Select the relevant TAPI CTI Interface and click the Devices tab.

2.3. Expand Available Devices.

2.4. Verify that the relevant IVR numbers (CTI ports) are in the list. Figure 10-14 Available Devices Area

3. If the IVR number (CTI port) is missing: Click Add. The Available Device window appears. Figure 10-15 Available Device Window

3.1. Enter the Device number and select IVR as the Device Type.


3.3. Click .

3.4. In System Administrator, in the Organization tree, navigate to Master Site > CTI Integrations > Drivers. Select the relevant TAPI Driver.

3.5. Click the Interfaces tab.




Figure 10-16 Driver - Interfaces Tab

3.6. In the Attach CTI Interfaces area, select the relevant Interface checkbox and click Configure. The Driver - Interface Configuration window appears.

3.7. Expand Monitor Devices.Figure 10-17 Driver - Interface Configuration Window

3.7.1. Verify that the IVR numbers are in the Monitored Devices list.

3.7.2. If the IVR number is missing: Select the IVR number from the Available Devices list and move it to the Monitored Devices area.

3.7.3. Click OK.

3.8. Click .




Group PickUp Scenarios are not Reported Correctly

Scenario: Group PickUp scenarios are not reported correctly.

Solution: Ensure that all PickUp Group numbers are configured in the Monitor Devices area as PickUp Groups.

To ensure that all PickUp Group numbers are configured as PickUp Groups:

1. Ensure that the PickUp Group numbers are configured as PickUp Groups in the Monitor Devices area.

1.1. Verify that you are working in Technician mode: From the Accessories menu, select System Administrator. From the Settings menu, select Technician Mode.

1.2. In the System Administrator, in the Organization tree, select Master Site > CTI Integrations > CTI Interfaces. Select the relevant TAPI CTI Interface and click the Devices tab.

1.3. Expand Available Devices.

1.4. Verify that the relevant PickUp Group numbers are in the list. Figure 10-18 Available Devices Area

2. If the PickUp Group is missing: Click Add. The Available Device window appears.




Figure 10-19 Available Device Window

2.1. Enter the Device number and select PickUp Group as the Device Type.


2.3. Click .

2.4. In System Administrator, in the Organization tree, navigate to Master Site > CTI Integrations > Drivers. Select the relevant TAPI Driver.

2.5. Click the Interfaces tab. Figure 10-20 Driver - Interfaces Tab

2.6. In the Attach CTI Interfaces area, select the relevant Interface checkbox and click Configure. The Driver - Interface Configuration window appears.




2.7. Expand Monitor Devices.Figure 10-21 Driver - Interface Configuration Window

2.7.1. Verify that the PickUp Group numbers are in the Monitored Devices list.

2.7.2. If the PickUp Group number is missing: Select the PickUp Group number from the Available Devices list and move it to the Monitored Devices area.

2.7.3. Click OK.

2.8. Click .

Call Park Scenarios are not Reported Correctly

Scenario: Call Park scenarios are not reported correctly.

Solution: Ensure that the Call Park numbers are attached to your nicecti user.

To ensure that all Call Park numbers are attached to the nicecti user:

• If using an Application User, ensure that all Call Park numbers are attached to your nicecti user appear in the Permissions Information area.




Figure 10-22 Permissions Information Area

If the Call Park numbers do not appear in the Permissions Information area, see Step 3 on page 42.

-or-

• If using an End User, ensure that all Call Park numbers are attached to your nicecti user appear in the Permissions Information area.Figure 10-23 Permissions Information Area

If the Call Park numbers do not appear in the Permissions Information area, see Associating User Groups with the End User on page 280.

Call Park Monitoring must appear here

Call Park Monitoring must appear here




Receiving No Events for a Specific Device

If you have performed all the required configuration for the Application User and you still receive no events for a specific device, follow the procedure below.

To enable control of device from CTI:

1. From the Device menu, select Phone. Figure 10-24 Device Menu

The Find and List Phones window appears.Figure 10-25 Find and List Phones Window

2. In the Find Phone where area, enter the information for the phone/s that you want to record.

3. Click Find. The Find and List Phones window appears.

The Phone Configuration window appears.




Figure 10-26 Phone Configuration Window

4. In the Device Information area, click the Built In Bridge drop-down arrow and select On.Figure 10-27 Allow Control of Device from CTI

5. Select Allow Control of Device from CTI.

6. Click Save.




Events Are Not Received

If your site is experiencing problems when receiving events, verify that the nicecti user is configured as an Application User and not as an End User.

For more information, see Defining a Cisco Application User (nicecti user) on page 41.

Extension Mobility Log In/Log Out Problems

If your site is experiencing extension mobility login/logout problems, verify that the nicecti user is configured as an Application User and not as an End User.

For more information, see Defining a Cisco Application User (nicecti user) on page 41.

SIP Log Troubleshooting

From Release 3.1 Update Pack 4, the SIP Log can be found in:

D:\Program Files\NICE Systems\CTI\Log.

It is updated every few hours.



A

Additional Parameters

CTI Interface Parameters .............................................................................................246TAPI CTI Interface - Interface Connection Details Parameters................................246TAPI CTI Interface - Additional Switch Parameters .................................................249

Connection Manager Parameters................................................................................252Connection Manager - Additional Parameters .........................................................252Configure Connection Manager - Interface Parameters ..........................................255

Driver Parameters.........................................................................................................259Additional Driver Parameters ...................................................................................259CTI Analysis Parameters .........................................................................................264Additional Driver Switch Parameters........................................................................266

Appendix A: Additional Parameters


245

CTI Interface Parameters

CTI Interface ParametersYou configure switch parameters for the CTI Interface when you:

• Define a CTI Interface, see Configuring a New CTI Connection on page 82.

• Configure CTI integration components separately by means of the New CTI Interface wizard (see Configuring Individual Components on page 109).

• Want to edit an existing CTI Interface parameters, see TAPI CTI Interface - Interface Connection Details Parameters.

The following predefined parameters appear for the CTI Interface:

• TAPI CTI Interface - Interface Connection Details Parameters

• TAPI CTI Interface - Additional Switch Parameters on page 249

TAPI CTI Interface - Interface Connection Details Parameters

Parameters for configuring the CTI Interface are located in the Interface Connection Details of the Set New CTI Connection wizard, see Defining a CTI Connection on page 82.

To set the Interface Connection Details parameters:


2. In the System Administrator, in the Organization tree, select Master Site > CTI Integrations. The Summary tab appears.Figure A-1 Summary Tab

3. Expand the TAPI integration.

4. Double-click the relevant TAPI CTI Interface.

WARNING Changing parameters may have severe effects on your system. Therefore changing the CTI Interface Additional Parameters, or creating new ones, should be done only by authorized personnel and with authorization by NICE Customer Support.

246 Appendix A: Additional Parameters



The General tab of the selected CTI Interface appears. Figure A-2 CTI Interface - General Tab

5. Click the Connection tab and expand Interface Connection Details. Figure A-3 Interface Connection Details Area

In the Interface Connection Details area, set the parameters listed in the table below.

6. Double-click the CUCM Version parameter. The Switch Connection Parameter window appears.


CUCM Version The version of Cisco Unified Communications Manager that the link is working with.




Figure A-4 Switch Connection Parameter Window

7. From the Value drop-down list, select CUCM 6.0 and above.

8. Click OK.




TAPI CTI Interface - Additional Switch Parameters

Additional Parameters for configuring the CTI Interface are located in the Additional Switch Parameters window of the Set New CTI Connection wizard, see Defining a CTI Connection - Step 9 on page 86.

The following predefined additional parameters appear for the TAPI and CUCM switch.

To set the additional switch parameters:




4. Double-click the relevant TAPI CTI Interface.

The General tab of the selected CTI Interface appears.

IMPORTANT This configuration is needed if your site supports AXL. It enables you to import devices from the switch.




Figure A-6 CTI Interface - General Tab

5. Click the Connection tab and expand the Additional Switch Parameters area.Figure A-7 Additional Switch Parameters Area

6. In the Additional Switch Parameters area, set the parameters listed in the table below.


AxlIpAddress Indicates the IP address of the Axl server. X.X.X.X.

AxlPortId Indicates the Port ID of the Axl server. *

AxlUserId Indicates the User ID of the Axl server. **

AxlPassword Indicates the Password of the Axl server. **




* If this is a secure connection, the port number is usually either 443 or 8443. If it is a non-secure connection, the port number is 80.

** Contact the Cisco Site Engineer for this information, see Defining an AXL - Application User on page 50.

AxlSecured Indicates whether the connection to the Axl server is secure.

Communications Manager 5 = TrueCall Manager prior to 5 = False

Parameter Name Description (Continued) Default Value



Connection Manager Parameters

Connection Manager ParametersYou can add or edit the following parameters for the Connection Manager:

• Connection Manager - Additional Parameters

• Configure Connection Manager - Interface Parameters on page 255

Connection Manager - Additional Parameters

Additional Parameters for configuring the Connection Manager are located in the Connection Manager definition on the General tab.

To define the Connection Manager Additional Parameters:




4. Double-click the relevant TAPI Connection Manager.

The General tab of the selected Connection Manager appears.

WARNING Changing parameters may have severe effects on your system. Therefore changing the Connection Manager Additional Parameters, or creating new ones, should be done only by authorized personnel and with authorization by NICE Customer Support.

NOTE: Do NOT select the Cisco IP-Phone Active VoIP Connection Manager.Hold the mouse over the Connection Manager’s name to see the tooltip with the full name. The Active VoIP Connection Manager is called ConnMngrActVoIP1.




Figure A-9 Connection Manager - General Tab

5. Click the Connection tab and expand Additional Parameters.Figure A-10 Connection Manager - General Tab - Additional Parameters

The following predefined Additional Parameters appear.


MaxClientDeviceRequests Defines the maximum number of device requests Connection Manager can handle.

10000

MaxClientRequests Defines the maximum number of client requests Connection Manager can handle.

10000

MaxClients Defines the maximum number of clients that can be attached to Connection Manager.

100




6. Configure the parameter:

6.1. Double-click the row of the relevant parameter. The CM Additional Parameter window appears.Figure A-11 CM Additional Parameter Window

6.2. In the Value field, enter the desired value and click OK.

6.3. Repeat Steps 6.1-6.2 for any additional parameters that need to be configured.

MaxMonitoredDevices Defines the maximum number of monitored devices up to which the Connection Manager can handle. For example, if the value is 1000 the Connection Manager can handle 999 monitored devices.

10000

MaxSwitchIdToCTILinkEntries Defines the maximum number of CTI links Connection Manager can handle.

10

NOTE: You can also create and add additional parameters by clicking Add.





Configure Connection Manager - Interface Parameters

Connection Manager - Interface Parameters for configuring the Connection Manager are located in the Connection Manager definition on the Interfaces tab.

To define the Connection Manager Additional Parameters:




4. Double-click the relevant TAPI Connection Manager.

The General tab of the selected Connection Manager appears.

WARNING Changing parameters may have severe effects on your system. Therefore changing the Connection Manager - Interface Parameters, or creating new ones, should be done only by authorized personnel and with authorization by NICE Customer Support.

NOTE: Do NOT select the Cisco IP-Phone Active VoIP Connection Manager.Hold the mouse over the Connection Manager’s name to see the tooltip with the full name. The Active VoIP Connection Manager is called ConnMngrActVoIP1.




Figure A-13 Connection Manager - General Tab

5. Click the Interfaces tab.6. In the Attached Interfaces list, select the relevant CTI Interface. The Configure

Connection Manager - Interface Parameters area displays. Figure A-14 Configure Connection Manager - Interface Parameters Area

The following predefined additional parameters appear.


DllName The name of the DLL that contains the CTI Link translator. This DLL is dynamically installed when you define a new Connection Manager.

Read-only

LineMessageSleep The sleep interval for debug service.




* For details, see Setting Up the Events Spy on page 171.** For details, see Connection Manager Monitor on page 214.

7. Configure the parameter:7.1. Double-click the row of the relevant parameter. The CM Additional Parameter window

appears.

RatioErrorOn Monitor The percent of devices that received an error on the monitor. Exceeding this number will be considered as a failure and will cause to link restart.

51

KeepAliveInterval Defines the Keep Alive Interval time. The value is defined in seconds.

30

UseSpy* Defines if the Connection Manager reports link events to the NICE Events Spy tool.*

No

SpyMailSlotName Defines the name of the mailslot between the Connection Manager and the NICE Events Spy tool. IMPORTANT: Define this parameter only if you defined Yes for the UseSpy parameter.

UseSimCTILink** Defines if the Connection Manager uses the SimCTILink tool to read events.**

No

SimMailSlotName Defines the name of the SIM mailslot between the Connection Manager and the Spy tool. IMPORTANT: Define this parameter only if you defined Yes for the UseSimCTILink parameter.

No

DebugServiceMode Defines the debugging service mode. 1. Use IDLE in normal working mode.2. Use RECORD for recording.

IDLE





Figure A-15 CM Additional Parameter Window

7.2. In the Value field, enter the desired value and click OK.7.3. Repeat Steps 7.1-7.2 for any additional parameters that need to be configured.




Driver Parameters

Driver ParametersYou can add or edit the following parameters for the Driver. Select the relevant Driver parameters:

• Additional Driver Parameters

• CTI Analysis Parameters on page 264

• Additional Driver Switch Parameters on page 266

Additional Driver Parameters

Additional parameters for configuring the Driver are located in the Driver’s General Information tab. If you need to edit these parameters, follow the procedure below.

To define/edit the Additional Driver Parameters:




4. Double-click the relevant Cisco TAPI Driver.

The General tab of the selected Driver appears.

WARNING Changing parameters may have severe effects on your system. Therefore, changing the Driver Additional Parameters, or creating new ones, should be done only by authorized personnel and with authorization by NICE Customer Support.



Driver Parameters

Figure A-17 Driver - General Tab

5. Expand Additional Driver Parameters. Figure A-18 Additional Driver Parameters Area



Driver Parameters

The following predefined Additional Driver Parameters appear.


InteractionRouterMode Router Mode – Only when more than one Interactions Center is attached to the Driver, this mode is active (has no affect in a single Interactions Center environment, or when only one Interactions Center is attached to the Driver). In this mode, the Driver routes interactions to the Interactions Center where the interactions are mapped for recording. This means that the interactions media sources are mapped in the Interactions Center Channel Mapping plug-in. If the interaction is not mapped for recording on any Interactions Center, then the interaction will pass randomly to one of the attached Interactions Centers.Filter Mode – When this mode is set, the Driver only routes interactions that are mapped for recording. Interactions that are not mapped for recording, are not sent to the Interactions Center. In Filter mode, only one Interactions Center can be attached to the Driver.

IMPORTANT:• Filter mode is not supported in a

CDR environment.

• In both modes, interactions are not routed according to their screen mapping (the interactions are routed only according to their CTI voice media source participants).

Router

MaxCapiCommandRetries Defines the number of times the driver attempts to send a command to the CAPI following a failure.

4

MaxNumberOfCalls Defines the maximum number of calls in the concurrent calls buffer.

5000



Driver Parameters

6. Configure the parameter:6.1. Double-click the row of the relevant parameter. The Driver Additional Parameter window

appears.

CAPISpyServerPort Defines the port to which the CAPI spy application connects.

7002

CAPISpyMessageQueueSize Size of the message queue in the CAPI Spy server.

50

NotifyFailoverOnAllCLSFailureOnly

Trigger for failover notification in multi CLS environment. If set to yes, failover will be notified only if connection to all CLSs is down, otherwise, connection failure to each CLS will cause failover notification.

No

DelayBetweenStartFailedLinksInSeconds

Defines the amount of time before the driver reconnects to the CTI link following a failure. The value is defined in seconds.

30

MaxCallDurationSec Defines the maximum time the driver allows a call to last until it is automatically disconnected. The value is defined in seconds.

18,000

UseCTIAnalysis Defines if CTIA is in use in the driver. No

CallTableHost Host name of the Call Table. localhost

CallTablePort Port number of the Call Table. 7272

AlwaysConnecttoLocalCLS Defines if the driver always connects to the NICE Interactions Center on the local machine regardless of the NICE Interactions Center’s real address. Useful when working with CLS as a cluster.

No




Driver Parameters

Figure A-19 Driver Additional Parameter Window


6.3. Repeat Steps 6.1-6.2 for any additional parameters that need to be configured.




Driver Parameters

CTI Analysis Parameters

CTI Analysis parameters are located in the Driver’s General Information tab. If you need to edit these parameters, follow the procedure below.

To set CTI Analysis Parameters:





The General tab of the selected Driver appears. Figure A-21 Driver - General Tab

WARNING Changing parameters may have severe effects on your system. Therefore changing the Driver CTI Analysis Parameters, or creating new ones, should be done only by authorized personnel and with authorization by NICE Customer Support.



Driver Parameters

5. Expand CtiAnalysis Parameters.

6. Select Check the box if using CTIAnalysis. Figure A-22 CtiAnalysis Parameters Area

The following predefined CTI Analysis parameters appear.

7. Configure the parameter:7.1. Double-click the row of the relevant parameter. The Driver CTIA Parameter window

appears.


HostName Host name for the Analyzer server. localhost

Port Port for the Analyzer server. 4003

NumberOfCompoundsToBulk Defines the number of compounds to bulk insert on each set.

50

TimeOutToPerformBulkInsert Defines the number of milliseconds as timeout to perform bulk insert.

600000

SQLTimeoutForBulkInsert Defines the number of seconds as SQL timeout for bulk insert.

60



Driver Parameters

Figure A-23 Driver CTIA Parameter Window

7.2. In the Value field, enter the desired value and click OK.7.3. Repeat Steps 7.1-7.2 for any additional parameters that need to be configured.

Additional Driver Switch Parameters

Additional Parameters for configuring the Driver interface are accessed through the Driver’s Interfaces tab. If you need to edit these parameters, follow the procedure below.

To define/edit Additional Driver Switch Parameters:





The General tab of the selected Driver appears.


WARNING Changing parameters may have severe effects on your system. Therefore changing the Additional Driver Switch Parameters, or creating new ones, should be done only by authorized personnel and with authorization by NICE Customer Support.



Driver Parameters

Figure A-25 Driver - General Tab

5. Click the Interfaces tab. Figure A-26 Driver - Interfaces Tab

6. In the Attach CTI Interfaces area, select the relevant Interface checkbox and click Configure. The Driver - Interface Configuration window appears.



Driver Parameters

Figure A-27 Driver - Interface Configuration Window

7. Expand Additional Driver Switch Parameters.Figure A-28 Additional Driver Switch Parameters Area



Driver Parameters



EnableFlushCalls Defines if the driver flushes open calls when initializing connection.

Yes

SaveOriginalMapDevice Defines if the driver reports to the source device.

No

AgentActivityMode Determines agent activity treatment for current interface. Standard - Driver handles all the events including agent activity. AgentActivityOnly - Driver handles only agent activity events (Login-Logout) and ignores all other events. IgnoreAgentActivity - Driver handles all the events except agent activity events.Note: This parameter is NOT used in the CUCCE integration.

Standard

TimeOut Defines the response time for a request. The value is defined in milliseconds.

3000

MilliDelayBetweenCTIRequests Defines the waiting time between CTI requests. The value is defined in milliseconds.

100

CTIRequestRetries Defines the number of times the CTI tries to request events for Query and Monitor devices.

2

MilliDelayBetweenGetLinkStatusRequests

Defines the waiting time between “Get Link Status” requests. The value is defined in milliseconds.

5000

GetLinkStatusRetries Defines the number of times “Get Link Status” requests can be made.

4

FailedMonitoredThreadMinutesDelay

Defines the waiting time before reactivating a thread to monitor devices that the link had previously failed to monitor. The value is defined in minutes.

10



Driver Parameters


8.1. Double-click the row of the relevant parameter. The Driver Additional Parameter window appears.Figure A-29 Driver Additional Parameter Window


9. Repeat Steps 8.1-8.2 for any additional parameters that need to be configured.

BackedUpInterfaceID Interface ID of CTI Link this specific link is backing up. 0 - if none

0





Media Provider Controller Parameters

Media Provider Controller ParametersAdditional Parameters for configuring the Driver interface are accessed through the Driver’s Interfaces tab. If you need to edit these parameters, follow the procedure below.

To define/edit Additional Driver Switch Parameters:




4. Double-click the relevant Cisco Media Provider Controller.

The General tab of the selected Media Provider Controller appears. Figure A-31 Media Provider Controller - General Tab

5. Expand Additional Media Provider Controller Parameters.Figure A-32 Additional Media Provider Controller Parameters


WARNING Changing parameters may have severe effects on your system. Therefore changing the Additional Driver Switch Parameters, or creating new ones, should be done only by authorized personnel and with authorization by NICE Customer Support.


RegisterResponseTimeOut Not relevant for Cisco IP-Phone based recording.

-

DelayBetweenChannelStartRecover

Not relevant for Cisco IP-Phone based recording.

-

DelayBetweenChannelConfigureRecover


-

NumOfCMConnectRetries Not relevant for Cisco IP-Phone based recording.

-

DelayBetweenCMConnectRequests


-




SIPStackMaxNumberOfTransactions

Defines the maximum number of transactions that can be created in the SIP stack.Note: Set to 10,000.

3000

SIPStackMaxNumberOfLegCalls

Defines the maximum number of call legs (sessions) that can be created in the SIP stack.Note: Set to 10,000.

3000

SipStackUdpPort Defines the UDP port of the SIP stack.

5060

SipStackTcpPort Defines the TCP port of the SIP stack.

5060

SipStackRetransmissionT1 Defines the retransmission T1 parameter of the SIP stack (in miliseconds).

500


4000


5000

SipStackNumberOfThreads Defines the number of processing threads in SIP stack.

10

SipStackLogEnabled Enables SIP Stack logging in full mode.

False

IsXRefAlgorithmIsEnabled Set this parameter to true if a x-RefCi (CUCM CallId) algorithm is needed. The algorithm is needed in case the get x-RefCi does not retrieve the correct value.

False

SessionTimerIsEnabled Defines the number of times Get Link Status requests can be made.

True

SessionTimerMinSE Defines the waiting time before reactivating a thread to monitor devices that the link had previously failed to monitor. The value is defined in minutes.

90





SessionTimerSessionExpires Defines the Interface ID of CTI Link this specific link is backing up. 0 - if none

0

MemoryNumberOfPages Defines the number of memory pages to create in SIP stack.

300

MemoryPageSize Defines the memory page size used by SIP stack.

1024

FLMPort Defines the Forwarding Location Manager port for SIP messages.

5060

FlmUriAddress Defines URI address of the Forwarding Location Manager, The URI can be IP address or Host Name.

FlmUseTcpForCreatingSession Defines the use of TCP transport protocol for initiating new MPCM (FLM) session.

No

RedundancyInterval Defines the interval between one secondary keep alive request to the next one.

2000

RedundancyServiceUri Defines the URI address of the Primary/Secondary VRSP (FSP) (primary only uses port number and secondary is using all URI). The URI should be in the format of: http://HOSTNAME:port/KeepAlive

RedundancyControllerLinkType Defines the VRSP (FSP) controller type. Can be primary, secondary or none according to VRSP (FSP) rule.

None

PlayTone Defines the type of play tone that will be used when recording.

eNoLocalOrRemote

StopMonitorAfterRecord Determines whether to close the line after recording it.

True

Timeout Defines the timeout for getting answer from the Connection Manager.

6000






6.1. Double-click the row of the relevant parameter. The Observer (Media Provider Controller) Additional Parameter window appears.Figure A-33 Observer (Media Provider Controller) Additional Parameter Window


7. Repeat Steps 6.1-6.2 for any additional parameters that need to be configured.




B

Configuring the CISCO Unified Communications Manager


If you are configuring:

• CUCM 6.0 for a new installation, see Configuring the CISCO Unified Communications Manager on page 39.

• CUCM 6.X for an End User, continue with the current chapter.

• CUCM 5.X, continue with Configuring CUCM 5.X on page 285.

Contents

Preparing the CUCM Environment..............................................................................276

Defining an End User (nicecti User)............................................................................277Associating User Groups with the End User ............................................................280

Defining the Secured Configuration - CapF Profile ..................................................282Viewing the End User Profile ...................................................................................284

IMPORTANT A Cisco Site Engineer must perform the CUCM configuration!

Appendix B: Configuring the CISCO Unified Communications Manager


275

Preparing the CUCM Environment

Preparing the CUCM EnvironmentBefore you integrate Cisco TAPI and NICE Perform Release 3.1, you need to prepare the CUCM environment as follows:

• Configure a standard (non-secure) or secure environment, see below.

Your configuration of the switch depends on whether your site requires a standard (non-secure) configuration or a secured configuration.

IMPORTANT If your switch supports AXL, configure AXL on the CUCM to simplify channel mapping, see Defining an AXL - Application User on page 50.

Standard Configuration Secured Configuration

1. Defining an End User (nicecti User) on page 277

1. Defining an End User (nicecti User) on page 277

2. Associating User Groups with the End User on page 280

3. Viewing the End User Profile on page 284

2. Associating User Groups with the End User on page 280

3. Defining the Secured Configuration - CapF Profile on page 282

4. Viewing the End User Profile on page 284

IMPORTANT If you are using CUCM version 5.x, see Configuring CUCM 5.X on page 285.If you are using previous versions of CUCM, consult your Cisco Site Engineer.

276 Appendix B: Configuring the CISCO Unified Communications Manager


Defining an End User (nicecti User)


You now define a new End User for the CUCM. This user will be used to communicate between the CUCM and TSP Client on the NICE Interactions Center.

To define a new End User:


2. From the User Management menu, select End User.Figure B-1 Choosing End User

The Find and List Users window appears.

IMPORTANT The recommended method of creating a nicecti user is via the Application User, see Preparing the CUCM Environment on page 276. If for site configuration reasons this is not possible, follow the procedure below. Cisco recommends using NO MORE than 2000 devices for each single CTI Manager. Each CTI Manager requires its own TAPI user (nicecti user).

NOTE: In NICE Perform, the End User that you configure here is referred to as the nicecti user.The new End User can be used for either secure or non-secure connections.





Figure B-2 Find and List Users Window - Add New

3. Click Add New. The End User Configuration window appears.

4. In the User Information area, complete the following fields:Figure B-3 End User Configuration - User Information Area

4.1. In the User ID field, enter nicecti.

4.2. in the Password field, enter your password.

4.3. In the PIN field, enter any number that Cisco requires. This number is not relevant to our installation.

4.4. In the Confirm PIN field, enter the PIN number again to confirm it.

4.5. In the Last name field, enter nicecti.

5. All devices, that you want to record, have to be defined here as monitored devices. The monitored devices must be associated with this new user. Perform the following steps:

5.1. Scroll down to the Device Associations area and click Device Association.

Click Add New




Figure B-4 Device Associations Area

A new Search Options window appears.

5.2. In the Search Options area, search for the telephones and CTI ports that need to be monitored. Click Find. The User Device Association window appears.

Figure B-5 User Device Association window - Search Options Area

6. Select the relevant devices.

7. Click Save Selected/Changes.

8. In the Extension Mobility area, ensure that the Allow Control of Device from CTI checkbox is selected, see below. For information regarding setting up Extension Mobility on the NICE side, see Extension Mobility Guidelines on page 79.

Click Device Association

Select the devices you want associated with the user

Select the CTI ports you want associated with the user

LegendCTI Port Route PointDevice model + number of model




Figure B-6 Extension Mobility Area

9. Click Save.

A new End User is created. The new user’s information appears in the End User Configuration window.

10. Continue with Associating User Groups with the End User.

Associating User Groups with the End User

User Groups have roles associated with them. A user group can have more than one role associated with it. An End User who is attached to a specific user group, is automatically associated with the roles that are attached to that user group, i.e. User Group A includes Roles 1 and 2. If User Group A is associated with an End User, the End User automatically receives Roles 1 and 2.

To associate the User Group with the End User:1. In the End User Configuration window, scroll down to the Permissions Information area.

Figure B-7 Permissions Area

2. Click Add to User Group. The Find and List User Groups window appears.Figure B-8 Permissions Area

Verify that the Allow Control of Device from CTI checkbox is selected




3. Click Find. Figure B-9 Find and List User Groups

4. Select the groups that you need to associate with the End User. The following groups need to be associated:• Standard CTI Allow Call Monitoring • Standard CTI Allow Call Park Monitoring

• Standard CTI Allow Call Recording• Standard CTI Enabled (for both secured and non-secured connection configurations)


5. Click Add Selected. The window closes.

6. In the Permissions Information area, verify that all the groups and roles appear.

7. Continue with Defining the Secured Configuration - CapF Profile on page 282.

NOTE: Only select Standard CTI Allow Call Park Monitoring when you need to monitor Call Parks.

NOTE: Verify that you include each of the relevant groups.

Click Add Selected

Select the groups that you want to associate with the End User







1. From the User Management menu, select End User CAPF Profile.Figure B-10 Choosing End User CAPF Profile

2. Click Add new. The End User CAPF Profile Configuration window appears.Figure B-11 End User CAPF Profile Configuration Window

3. In the End User CAPF Profile Information area, click the End User Id drop-down list and select the same user you added in Associating User Groups with the End User on page 280. This is the user name of the CTI user.

4. Type the Instance Id. This can be numbers, alphanumeric and/or a mixture.

5. In the Certification Authority Proxy Function (CAPF) Information area, click the Certificate Operation drop-down list and select Install/Upgrade. See Figure B-12.


NOTE: The End User Id, Instance Id and Authentication String are very important. They should be saved by the NICE technician on-site for future reference.




Figure B-12 Certification Authority Proxy Function (CAPF) Information Area

6. To generate the authentication string that enables a secure channel between the CUCM and TSP, in the Certification Authority Proxy Function (CAPF) Information area, click Generate String. The Authentication String is generated. See Figure B-12.

7. Click Save.

A new CapF profile is created and attached to the end user.

8. Continue with Viewing the End User Profile on page 284.

NOTE: The Authentication String is very important. It should be saved by the NICE technician on-site for future reference.




Viewing the End User Profile

Once you have completed the procedures - Defining an End User (nicecti User) on page 277 and Associating User Groups with the End User on page 280, you can view the End User profile.

To view the end user profile:

1. From the User Management menu, select End User. The Find and List Users window appears.

2. Select the relevant end user from the Find and List Users list. The selected End User’s profile appears.

3. Scroll down to the Permissions Information area.

4. Check the roles listed in the Permissions Information area to ensure that all relevant roles are associated with each user group.Figure B-13 Permissions Information Area - Secured

Figure B-14 Permissions Information Area - Non-Secured

If you need it, ensure that Standard CTI Allow Call Park Monitoring is one of the groups.

If you need it, ensure that Standard CTI Allow Call Park Monitoring is one of the groups.



C

Configuring CUCM 5.X


You should only use this chapter if you are configuring for CUCM 5.X.

Contents

Switch Configuration: Devices....................................................................................286

Switch Configuration CCM 5.X Secured.....................................................................291

TSP Client Installation and Configuration..................................................................293

Appendix C: Configuring CUCM 5.X


285

Switch Configuration: Devices

Switch Configuration: DevicesThis procedure describes how to perform switch configuration for switch devices.

To configure a device:

1. From the menu, select Devices.

The Devices window appears.

2. In the Search Options area, mark the relevant search criteria and click Find.

The search results appear in the Search Results area.

3. From the search results, select the device to configure.Figure C-1 Search Results

The device is displayed.

4. In the Protocol Specific Information area, in the SCCP Phone Security Profile field, select Encrypted SCCP Profile auth by null String.Figure C-2 Protocol Specific Information

5. In the Certification Authority Proxy Function (CAPF) Information area:

5.1. In the Certificate Operation field, select Install/Upgrade.

5.2. Set the Operations Complete By field value to the date for the following day.

NOTE: The Protocol Specific Information must be configured to enable phone authentication when registering in the CCM.The Certification Authority Proxy must be configured for the device to support SRTP communication.

286 Appendix C: Configuring CUCM 5.X



Figure C-3 Certification Authority Proxy Function (CAPF) Information

6. Reset the device.

The device is configured.

Switch Configuration: End User

After configuring the devices, a new End User must be created in the switch. This procedure describes how to configure a new nicecti End User.

To create a new End User:

1. From the Administration menu, create a new End User (nicecti).Figure C-4 End User Configuration

This user will be associated with User Groups and, when a secure connection is required, with a CapF profile which allow secure TSP – CCM connection and information authentication, see Switch Configuration: User Groups and Switch Configuration: CapF Profile.

2. To enable monitoring, the devices must be associated to the user. In the Device Associations area, click Device Association.




Figure C-5 Device Associations

A new End User is created.

This user will be used to communicate between the CCM and TSP client on the CLS.

Switch Configuration: User Groups

To enable the End User to receive packet authentication details and RTP events, the user must be associated with certain User Groups and with a CAPF profile.

Roles, which are associated to User Groups, are derived from the User Groups associated to the End User and are automatically attached to the user (i.e. User Group A includes Roles 1 and 2. If User Group A is associated to an End User, the End User automatically receive Roles 1 and 2).

This procedure describes how to assign Roles to a User Group and then to associate the User Group with the End User.

To assign Roles to a User Group and to associate the User Group with the End User:

1. Assign Roles to a User Group by selecting the User Group and then selecting the Roles from the List of Roles (a list of predefined Roles exists when the CCM is installed).Figure C-6 Assigning Roles

2. Associate the following groups (default in the CCM) with the nicecti End User you created, see Switch Configuration: End User on page 287:




• CTI With Encryption

Figure C-7 CTI With Encryption

• Standard CTI Secure Connection

Figure C-8 Standard CTI Secure Connection

• Standard CTI Enabled

Figure C-9 Standard CTI Enabled

Roles were assigned to the required User Groups and the required User Groups are associated with the End User.



Switch Configuration CCM 5.X Secured

Switch Configuration CCM 5.X SecuredBefore configuring the switch to support SRTP:

• Make sure that a standard (non-secure) connection of the nicecti user can be established.

• Make sure that the Device MAC Address is entered for each device in the device administration in the CCM software.

When the switch configuration is done, a Padlock icon appears on the IP phone device, notifying that a secure session is taking place.

Switch Configuration: CapF Profile

This procedure describes how to create and attach a new CapF profile.


1. Create a new CapF profile and attach the End User to it.

2. To generate the authentication string that enables a secure channel between the CCM and TSP, in the Certification Authority Proxy Function (CAPF) Information area, click Generate String.Figure C-10 Generate String

A new CapF profile was created and is attached to the End User.

NOTE: In previous CCM versions, there was no need to enter the MAC address of each device. As part of the security enhancements by Cisco, this is now an essential step for ALL devices.



Switch Configuration CCM 5.X Secured

Switch Configuration: End User Summary

Once you have completed the following:

• Switch Configuration: Devices

• Switch Configuration: End User

• Switch Configuration: User Groups

• Switch Configuration: CapF Profile

the nicecti End User profile can be viewed.Figure C-11 End User Profile



TSP Client Installation and Configuration

TSP Client Installation and ConfigurationInstallation and configuration of the Cisco TSP is comprised of the following procedures:

• Downloading the TSP Client

• Installing the TSP Client: During the installation procedure, you are prompted to define how many TSPs to install. Install the same number of TSPs as the number of unique TAPI users previously defined.

• Configuring the TSP Client: For each TSP, define one TAPI User and the IP address of the CallManager. This configuration is done via the Phone and Modem Options.

• : After you install and configure the Cisco TSP, verify that the Cisco TSP is working properly.

Downloading the TSP Client

This procedure describes how to download the TSP Client.

To download the TSP Client:

1. If you have access to the Cisco CallManager CD-ROM:

1.1. Insert the CD-ROM into the NiceCLS Server.

1.2. Double-click the Installs folder and double-click CiscoTSP.exe.

-or-

2. If you do not have access to the Cisco CallManager CD-ROM, download the Cisco TSP as follows:

2.1. Log in to the Cisco Call Manager Services Administration application.Figure C-12 Cisco Call Manager Services Administration Application

2.2. From the Application menu, select Install Plugins.

TIP: Download and install the Cisco TSP software either directly from the Cisco CallManager CD-ROM or from Cisco CallManager Administration.




2.3. Download the Cisco Telephone Service Provider.

The TSP Client is downloaded.

Installing the TSP Client

This procedure describes how to install the TSP Client.

To install the TSP Client:

1. Locate the installation folder and run the CiscoTSP.exe file.

The InstallShield Wizard installation window appears.Figure C-13 Cisco Unified CallManager TSP 6.0 InstallShield Wizard Installation Window

2. Click Next.

The Choose Setup Language window appears.Figure C-14 Choose Setup Language Window




3. Select the appropriate installation language and click OK.

The Cisco Unified CallManager TSP Setup Welcome window appears.Figure C-15 Cisco Unified CallManager TSP Setup Welcome Window

4. Click Next.

The Choose Destination Location window appears.Figure C-16 Choose Destination Location Window

5. To change the default installation path, click Browse and select the new path.

Click Next to continue.

The Question window appears.Figure C-17 Question Window




6. Click:

• No for only one TSP.

• Yes for multiple instances of TSPs.

The Start Copying Files window appears.Figure C-18 Start Copying Files Window

7. Click Next.

The InstallShield Wizard Complete window appears.Figure C-19 InstallShield Wizard Complete Window

8. The installation process is now complete.

Mark Yes, I want to restart my computer now and click Finish.

The TSP client is now installed.




Configuring the TSP Client

This procedure describes how to configure the client to support SRTP. Overall, the TSP Client configuration is quite similar to normal TAPI integration.

To configure the TSP client:

1. From the Control Panel, select Phone and Modem Options.

The Phone and Modem Options window appears.Figure C-20 Phone and Modem Options Window

2. Select the Advanced tab.

3. Select CiscoTSP001.tsp and click Configure.

The Cisco Unified CallManager TSP window appears.

TIP: It is recommended to configure the TSP client to support normal recording and to make sure that there is a connection established with the Call Manager. This will help rule out switch connection issues later on in the integration process.

NOTE: For multiple instances of the TSP client, more than one option will appear. Make sure to choose the correct option.




4. Select the User tab and enter the User Name and Password provided by the Cisco Site Engineer. Figure C-21 Cisco Unified CallManager TSP Window - User Tab

5. Select the CTI Manager tab and enter the IP address or Host Name of the Cisco Call Manager. If a redundant Call Manager appears, enter its location as well, otherwise enter the same location in the redundant area.Figure C-22 Cisco Unified CallManager TSP Window - CTI Manager Tab




6. Up to this step, integration has been the same as normal TAPI integration. Now additional security details must be configured.

Select the Security tab and configure the following:

• Mark Secure Connection to CTIManager.

• Mark Fetch Certificate.

• In the CAPF Settings area, enter the Authorization String and the Instance Identifier received from the switch technician.

• Enter the IP address of the switch.

• Leave the default Port value.

• Enter a number between 0 and 3 in the retry fields.

• Enter the TFTP server address (the TFTP is usually located in the same server as the Cisco Call Manager - verify this with the switch technician on site).

Figure C-23 Cisco Unified CallManager TSP Window - Security Tab

7. Click Apply.

8. Close the Cisco Unified CallManager TSP window.

The TSP client is configured.

9. Reboot the computer.

NOTE: The security details configured in this step are necessary in order to receive authentication details and to establish the permissions of the CTI user configured in the Cisco Call Manager.




The TSP Client is configured.




Index
A
ACDexplanation 27

additional parametersConnection Manager 252CTI interface 246, 249driver interface 266, 268

automatic discovery 164AXL 27

defining Application User 41, 50ports 249

Cchannel mapping

defining an AXL user 50Cisco Unified Communications Manager

configuration information 74configurations 33configuring the CTI interface 82introduction 25overview 26

Clustered configurationsclustered CTI Managers 34non-cluster environment 33

Communications Managersclustered configuration 34single configuration 33

Connection Manageradditional parameters 252configuration prerequisites 75

CTI 26CTI Interface

additional parameters 246, 249configuration prerequisites 74configuration wizard 82importing text files 104

CTI Managersystem architecture 30

CTI portexplanation 27monitoring devices 77

CTI Route Pointexplanation 28

Ddiscovery task 165driver interface

additional parameters 266, 268

EEnd User

associating User Groups 280defining 277

End User Profile, viewing 49, 284Events Spy

defining SpyMailSlot Name parameter 172defining the UseSpy parameter 171, 210sending events 174

Extension mobility 138switch side 279

Hhunt group

explanation 28

IIntegration

installation 132Interactions Center 32IVR

explanation 28monitoring devices 77

LLogger 32

Mmachine credentials 167Microsoft TAPI

overview 26Mirroring 29

Nne 28NICE Events Spy

setting up the SimCTILink tool 174NICE Interactions Center 25

Index


301

system architecture 30nicecti User

defining in CUCM 277

Ppassive VoIP device

workflow 121passive VoIP gateway

workflow 128Pickup group

explanation 29Pickup groups

monitoring devices 78

Sserver credentials 165Server Reports

automatic discovery 164manually adding 164

Shared Line, channel mapping 121Shared lines 29SimCTILink tool 174SPAN 29SpyMailSlot Name parameter 172SQL server credentials 165SRTP 69

system architecture 30

TTAPI

architecture 31limitations 37overview 26

TAPI driverbefore configuring 25

TAPIMonitor 138, 192text files

importing 104TSAPI Ports 75, 111

UUseSpy parameter 171, 210

Vversion

Cisco TSP Client 61

Wworkflow

passive VoIP device 121passive VoIP gateway 128

Index


302