INSIGHT

FROM
INTERACTIONS
TM











All contents of this document are: Copyright 2010 NICE Systems Ltd. All rights reserved.

NICE Perform eXpress 3.0
Solution Overview







All contents of this document are: Copyright 2010 NICE Systems Ltd. All rights reserved.

Table of Contents

Scope ................................................................................................................................... 3
NICE Perform eXpress Overview ................................................................................... 4
Deployment Models .......................................................................................................... 6
NICE Perform eXpress Internal Workflow .................................................................. 10
1.1. Recording ...................................................................................................................................... 10
1.2. Archiving ........................................................................................................................................ 21
1.3. Backup ............................................................................................................................................ 24
1.4. Query and Playback .................................................................................................................... 25
1.5. Monitoring Applications ............................................................................................................. 28
1.6. Database Backup .......................................................................................................................... 29
1.7. Maintenance and SNMP ............................................................................................................. 30
1.8. System Configuration ................................................................................................................. 32
1.9. Centralized Administration ....................................................................................................... 37
Quality Management ....................................................................................................... 39
Migration........................................................................................................................... 43
Appendixes ....................................................................................................................... 47
Appendix A Audit Trail Messages ...................................................................................................... 47
Appendix B Monitored Traps ............................................................................................................. 51


Scope
The goal of this document is to explain to the reader how the NICE Perform eXpress solution
works. This document should mainly be used by Sales Engineers together with their customers
to drill down into the technical aspects of the NICE Perform eXpress solution, and by technical
audiences for a high level overview of the solution and how it is built. The solution overview
focuses on the technical explanation and description of the added value functionalities that the
NICE Perform eXpress solution provides.
Readers that are already familiar with NICE Perform eXpress Release 1.0 and Release 2.1, can
focus on the new features and capabilities added in Release 3.0 and that are described in the
following chapters:
Quality Management chapter the main goal of Release 3.0 is to provide just the right Quality
Management solution for small and medium contact centers. The Quality management solution
includes recording plans, screen recording, Form Designer, evaluation capability and reports.
Migration from NiceCall Focus III and Version 8.9 migration is essential in order to enable
replacing legacy systems with NICE Perform eXpress.

NICE Perform eXpress Solution Overview
3

NICE Perform eXpress Overview
The NICE Perform eXpress solution is designed to meet the recording and playback needs of
small to medium sites. Based on the NICE Perform state-of-the-art architecture, NICE Perform
eXpress is easy & scalable call recording platform to mitigate risk, address compliance and
Quality Management needs.
The solution can be provided as standalone or fully integrated with NICE Perform

(Orchid).
This allows organizations to perfectly tailor their solution based on their needs. Formultisite
environments,thesolutionenablescentralizedadministrationandstoragecapabilitiesproviding
customerswithaneasytousedeploymentandadministrationcompliancesuite.
NICE Perform eXpress system is an all-in-one single box solution. A single NICE Perform
eXpress system runs on a COTS based platform utilizing small footprint. The solution allows
rapid deployment and installation both locally and across several sites.

When looking inside the NICE Perform eXpress architecture, three main layers are identified.

Figure 1: NICE Perform eXpress Architecture
1. The Recording Layer. This layer is responsible for recording the audio conversations
inside the organization. The layer interacts with the telephony equipment to receive the
audio and its accompanying metadata. When Quality Management solution is used the
recording layer is responsible on recording agents desktop activities.
2. The Storage Layer. This layer is responsible for managing the archiving of the recorded
interactions in remote storage and backup devices. The layer also provides business logic
processing that serves the Application Layer.
NICE Perform eXpress Solution Overview
4

3. The Application Layer. This layer is responsible for the NICE Perform eXpress interface
with the user. It is comprised of an HTML based user interface that can be used from the
desktops of the various users of the NICE Perform eXpress.
NICE Perform eXpress Solution Overview
5

Deployment Models
NICE Perform eXpress offers three different deployment models.
1. Standalone
2. Centrally Administered Sites
3. Hub & Spoke - NICE Perform eXpress at the branches with NICE Perform

(Orchid) at
the organizations data center.

Standalone
With the standalone deployment model, each NICE Perform eXpress serves its local sites users
only. Other NICE Perform eXpress solutions can be deployed in the organization, however, each
one works independently. Configuration and installation are also locally controlled.
In addition, a few standalone systems can use the same central remote storage. However, even
though the same physical storage is used, each NICE Perform eXpress manages its interactions in
a different logical storage.

Figure 2: Standalone deployment with either central storage or branch-side storage.
The standalone solution is beneficial for small to medium scale organizations with independent
sites.
NICE Perform eXpress Solution Overview
6

Centrally Administered Sites
With the centrally administered sites deployment, each NICE Perform eXpress in the
organization still provides services to its local sites users only. However, the IT department can
simultaneously use a common configuration for several sites and maintain all the NICE Perform
eXpress systems in the organization from one central location using a dedicated NICE Perform
eXpress Central Administration application. Similarly, the unified approach also applies for
software updates. Update Packs can be instantly and silently deployed from the central location
to the NICE Perform eXpress systems in the separate sites using a deployment infrastructure
such as SMS.
Business users located at the main office can use the Central Administration application to log in
seamlessly (without again entering user and password) to each of the branches to use the NICE
Perform eXpress application capabilities, such as search and play interactions.


Figure 3: Centrally Administrated Branches Deployment
This deployment model is beneficial for organizations seeking to have many NICE Perform
eXpress systems at their sites and to enjoy a unified administration of all their NICE Perform
eXpress systems. Additional information about the different unified administration capabilities can
be found in the Centralized Administration section.

NICE Perform eXpress Solution Overview
7

Hub & Spoke
With the Hub & Spoke deployment, the NICE Perform eXpress systems at the branches will be
able to export data to the centralized NICE Perform

(Orchid) system that resides on the data

center. The recordings of the branches can be stored in the Storage area located on the data
center (or anywhere else according to customers requirements), while the interactions
metadata and users information will be uploaded to the NICE Perform

database.
As with the centrally administrated branches deployment, the Hub & Spoke deployment offers
unified configuration and maintenance architecture of all the NICE Perform eXpress systems in
the organization.
However, managing retention rules and agents should be done on each of the NICE Perform
eXpress systems at the branches.


Figure 4: Hub & Spoke Deployment
This solution is suitable for organizations that have a data center and branches environment and
would like to operate all of them from one place. By transferring data from the NICE Perform
eXpress systems at the branches into a central NICE Perform system, these organizations will be
provided with an additional added value that utilizes the variety of functionalities that NICE
Perform has to offer, such as search and play calls on all branches or advanced analytics.
NICE Perform eXpress Solution Overview
8

Using NICE Perform applications to search, play and use advanced applications on all branches is
a simple task. NICE Perform eXpress users information is transferred to the NICE Perform user
administration database and located under the NICE Perform eXpress group. Users are uploaded
under a specific branch to a group to which they belong.
However, users are transferred without their NICE Perform eXpress privileges. After granting
NICE Perform Business Users privileges to NICE Perform eXpress sites, groups and users, they
can start using NICE Perform advanced applications.



Virtualization
In addition to the various deployment models, NICE Perform eXpress is able to run as a virtual
machine on VMware ESX 3.5 and ESX 4.0 environments. When running as a virtual machine, the
NICE Perform eXpress can only support Passive VoIP environments recording on the Storage
Center, because TDM boards and tape devices are not supported in virtual environments.

NICE Perform eXpress Solution Overview
9

NICE Perform eXpress Internal Workflow
1.1. Recording
The NICE Perform eXpress is designed to supply a reliable recording that matches compliance
regulations. This capability is referred to as Total Recording, and it is applicable for recording up
to 200 recording channels in TDM and VoIP environments, which can co-exist in the
organization.
NICE Perform eXpress is capable of recording almost any environment available on the market
whether it is TDM or VoIP.
The recorded audio is always summed, incorporating both sides of the call in the same recording
and is compressed to G.729 or G.723.1 (if the VoIP call is already compressed to G.723.1).
Lets review the various total recoding methods that the solution has to offer:

Total TDM extension side recording
The Recording Layer of NICE Perform eXpress is capable of recording both analog and digital
phone extensions by tapping the line of the extension and the PBX. The Recoding layer is using
the AudioCodes LDA2409EH (24 ports) board or LD809EH (8 ports) board for analog
extensions recording and the AudioCodes NGX2400EH (24 ports) board or NGX800EH (8
ports) board for digital extensions recording. Upgrade from a previous version is supported using
the ALI board for analog extensions recording and the NATI board for digital extensions
recording.


Figure 5: TDM Extension side recording
NICE Perform eXpress Solution Overview
10

Total TDM trunk side recording
The Recording Layer of NICE Perform eXpress is capable of recording calls conveyed over a
TDM trunk, by tapping the trunk between the PBX and the PSTN. This recording method
provides recording of all inbound and outbound calls to/from the organization. However, it will
not record the internal calls within the organization. The Recording Layer is using the
AudioCodes DP6409EH board for recording TDM trunks. Upgrade from a previous version is
supported by using the ETAI board for recording the TDM trunks.


Figure 6: TDM trunk side recording

Total dedicated TDM trunk side recording
The Recording Layer of NICE Perform eXpress is capable of recording calls conveyed over a
dedicated TDM trunk from the PBX. The dedicated trunk recording is carried out according to a
dedicated recording protocol that is provided by the PBX vendor (e.g. IPC, Etrali or BT). The
direction of the calls that are recorded (Inbound, Outbound or Internal) is dependent on the
vendors implementation of this dedicated protocol. The Recording Layer is using the
AudioCodes DT6409EH board (e.g. for IPC or Etrali) and the AudioCodes PCM6409 board (for
BT environment) for recording the TDM dedicated trunks. Upgrade from a previous version is
supported by using the ETAI board for recording the TDM trunks.

NICE Perform eXpress Solution Overview
11


Figure 7: Dedicated TDM trunk side recording
Total VoIP passive sniffing
The Recording Layer of NICE Perform eXpress is capable of recording VoIP extensions by
sniffing the VoIP traffic. The network switch in the organization needs to be configured to mirror
the IP sessions between the PBX and the extension to NICE Perform eXpress.

Figure 8: VoIP Passive sniffing recording



NICE Perform eXpress Solution Overview
12

Total VoIP Active Recording
The Recording Layer of NICE Perform eXpress is capable of recording VoIP extensions by
emulating Logger recording channels as virtual extensions and using three party conference of
customer, virtual extensions (Logger channels) and IP phones (agents phone) for recording the
calls.
NICE Perform eXpress does not support a mixed environment with Active recording.

Figure 9: VoIP Active recording

Recording Mechanism
The recording plan is preconfigured and requires a dedicated recording channel for each
recorded source (TDM extension, TDM trunk timeslot, VoIP extension). The recording is
initiated once the NICE Perform eXpress system is loaded, and voice interactions continue to be
recorded as long as the system is up.
Calls that are being recorded are initially stored in a designated location on the NICE Perform
eXpress hard drive in a compressed format. This temporary storage area for new calls contains a
limited space of 193 GB and has a cyclic behavior. Thus, once the temporary storage area
reaches 90% of its storage, an internal process start deleting the earliest calls until 80% of its
storage is reached (First In First Out behavior). In order to store calls for extended period of
time, the archiving mechanism is used, as is explained in the next section.
NICE Perform eXpress uses the G.729 or G.723.1compression method to store the recorded
audio. Using a 193 GB storage area for recordings, allows approximately 45,000 hours of
recording. Please note that the system is capable of handling audio with different compression
methods as well. However, the recorded audio will always be stored in its raw format using the
G.729 or G.723.1 compression methods.



NICE Perform eXpress Solution Overview
13

Recording Capacity
NICE Perform eXpress can record both VoIP and TDM up to 200 channels according to the
below table:
Recording
Type
Board Name Board
Capacity
Maximum
Boards
Maximum
Capacity
VoIP - - - 200
Analog LD 24 channels
8 channels
8 192
Digital NGX 24 channels
8 channels
8 192
Trunk DP 2 E1 / T1
trunks
3 E1 / 4 T1 180 E1/ 192 T1
Dedicated
Trunk
DT 2 E1 trunks 3 180
Dedicated
Trunk
PCM 2 trunks (32
channels each)
3 192
Figure 10: NICE Perform eXpress recording capacity

NICE Perform eXpress can work with any two configurations (recording types), excluding VoIP
Active, which cannot be used with other configurations.

Screen Recording
NICE Perform eXpress supports screen recording for Quality Management purposes only. Users
can configure several Quality management rules that tag interactions for QM and record the
screen.
The recording is initiated once the call is started and completed after wrap-up time is passed.
The system supports up to 200 screen agents and up to 20 simultaneous screen recordings. It
runs on desktops and terminal Servers such as Citrix.
System recording storage capacity is defined during installation and has a minimum of 1 GB Hard
Drive space. Thus, once the temporary storage area reaches 90% of its storage, an internal
process start deleting the earliest calls until 80% of its storage is reached (First In First Out
behavior).
NOTE long term storage for screen recording is described in the Archiving section.
NICE Perform eXpress Solution Overview
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Integration with the telephony environment for call metadata retrieval
No one can deny the importance of the calls metadata when utilizing a recording system in the
organization. The metadata can be used to perform smart queries on the recorded calls and to
better meet the compliance regulations. For instance, it is important to know the time that a call
was recorded, which agents answered the call, and the telephone number of the customer that
dialed the call. To acquire these pieces of information, NICE Perform eXpress can extract the
additional metadata by integrating with the telephony vendor CTI/CDR interfaces. In many cases
where CTI/CDR is not available, NICE Perform eXpress utilizes the information passed between
the switch and phones for extracting calls metadata. In TDM environment, it extracts D-Channel
line signaling information, while in VoIP environment it analyzes the VoIP protocol.

TDM Metadata
In Digital extension environment, the NICE Perform eXpress recording layer captures the
D-Channel information passing between the switch and the phones such as ON/OFF Hook, Light
ON/OFF, Answer, Release Button, Digit press, Ring ON/OFF, Ring light ON/OFF, Speaker Light
ON/OFF and the display text on the phones. It analyzes this data for detecting the calls
metadata.
In addition, NICE Perform eXpress Recording Layer extracts information from the line signaling
between the PBX and the PSTN in TDM trunk side recording, and between the PBX and the
phones in TDM analog phones recording.

The following table summarizes the metadata that NICE Perform eXpress extracts from the
signaling when working in TDM environments.


Metadata
Information
Analog Extensions Digital Extensions ISDN PRI Trunks
On/Off Hook Supported Supported Supported
Caller ID Supported Supported Supported
DTMFs Supported Supported Not supported
Dialed Number Supported using DTMFs Supported Supported
For the analog extension, the metadata listed is supported for phone lines and not supported for
microphones, headsets and any other non phone line equipment.
NICE Perform eXpress Solution Overview
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NOTE: please check IDD to verify line signaling and D-Channel support according to exact
environments and phones models.

VoIP Metadata
For VoIP environment, NICE Perform eXpress uses VoIP signaling decoding mechanisms to
extract metadata information. Two signaling protocols are currently supported: SIP and Cisco
Skinny. The following metadata fields are available when working with each of the configurations.
Cisco Skinny SIP
Device Number Station
UDI (MAC Address)* Phone Number (ANI)
Call Direction Call Direction
Call ID Call ID
Dialed Number Identification Service
(DNIS)
Dialed Number Identification Service
(DNIS)
Calling Party Name*
Called Party Name*
Original Called Party
Original Called Party Name*
Last Redirecting Party*
Last Redirecting Party Name*
Line Instance*

The above listed metadata fields availability depends on whether the switch supports them and
was configured to report this information. The metadata fields marked with an asterisk are not
presented through the NICE Perform eXpress Query & Playback application. These fields may
only be presented if data is migrated to NICE Perform.

CTI/CDR Metadata
Until now we have discussed how NICE Perform eXpress is capable of working with the
organizations telephony environment without CTI and extract beneficial metadata information
NICE Perform eXpress Solution Overview
16

from the line signaling. In addition, NICE Perform eXpress has embedded capabilities for
integrating with the external CTI Server that is provided by the PBX vendor. Depending on the
relevant interface, NICE Perform eXpress can extract and provide additional metadata.
The following table summarizes the telephony environments that are supported with NICE
Perform eXpress.
PBX Interface Recording Method
TDM
extension
side
TDM trunk
side
TDM
dedicated
trunk side
Passive
VoIP
Active VoIP
Real-time
VOX
Supported Supported Supported Supported
Avaya TSAPI Supported Supported Supported
with all
Avaya
mapping
methods
(Push,
SMS,
SNMP)

CVLAN Supported Supported
SIP decoder Supported
CDR Supported Supported Supported
DMCC
(TSAPI or
CIS)
Supported
Cisco TAPI Supported
SIP decoder Supported
Skinny Supported
Nortel Symposium Supported Supported Supported
CDR Supported Supported
NICE Perform eXpress Solution Overview
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Nortel
BCM
CDR Supported Supported
Etrali Real-time
CDR
Supported
SIP Supported
IPC CDR Supported


BT ITSLink Supported
Alcatel TSAPI Supported Supported Supported

NICE Perform eXpress is capable of handling up to two configurations simultaneously, e.g. Cisco
TAPI and Avaya CDR.
Both analog and digital recording are supported in a single configuration that supports extension
side recording.
NICE Perform eXpress IDD is monthly updated and presents the exact PBX versions, supported
phones and recording methods.


CTI/CDR failure
Compliance environments have one fundamental requirement; to be able to handle failure of
each of the components in the system. When working with an external CTI interface, the CTI
Server component is a candidate for failure and NICE Perform eXpress is designed to handle
such cases.
Because NICE Perform eXpress is a compliance compatible system, it will continue to record the
calls without any audio loss, even if the CTI server is down. In addition, two mechanisms can be
applied for recovering from the CTI loss. One mechanism is the CTI redundancy, where the
NICE Perform eXpress interacts with the redundant CTI server. This configuration requires the
telephony environment to support CTI server redundancy, and is completely dependent on the
CTI vendor redundancy architecture.
The second mechanism is where the system automatically switches to TDM Line Signaling using
D-Channel information or VoIP signaling decoders when available, and thus continues to provide
some metadata information of its interactions. During this failover, all open interactions are
closed and new interactions are created using the new line signaling metadata. Therefore, in the
case of failure, an audio conversation will be constructed out of two interactions.
NICE Perform eXpress Solution Overview
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Audio Conversation
First Interaction Second Interaction
Failover time

When the connection with the CTI server is restored, the mechanism automatically falls back
from the line signaling decoding to the CTI interface.
NICE Perform eXpress cannot detect failures in a CDR environment. However in case of CDR
failure, the system continues to record the audio and the TRS process (described in the next
chapter) completes the calls metadata.
The following table demonstrates the CTI/CDR fallback capabilities.

Primary CTI/CDR Fallback
TDM extension side & trunk side Line Signaling (D-Channel) / Real-time VOX
Cisco Passive VoIP Cisco Skinny Decoder
CDR TRS


NICE Perform eXpress Solution Overview
19

Total Recording Solution TRS
As in the NICE Perform

solution, also NICE Perform eXpress provides call metadata

completion in scenarios where CTI information cannot be captured (neither from an external
CTI interface nor from the line signaling decoding).
The TRS (also known as the Inserter) component compares between the call metadata records
inside the NICE Perform eXpress Database and the actual recorded call captured by the
Recording Layer. When the TRS identifies call records which were not inserted into the
database, it extracts the available metadata information residing within the Recording Layer and
inserts the information into the Database.
Find Audio
NICE Perform eXpress system enables the user immediate search and playback of voice
recordings directly from the Logger recorded channels.
It can be used in case of CTI/CDR failure, when the user would like to immediately locate the
recording and not to wait for the TRS to insert the calls into the database.
It also can be used to search and play recorded audio that was retrieved from tapes recorded on
different NICE Perform eXpress, NiceCall Focus III and Version 8.9 systems.
NICE Perform eXpress Solution Overview
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1.2. Archiving
Recorded calls are initially stored in a temporary location inside the Recording Layer. The length
of time a call will reside in this temporary location depends on the temporary location size and
the number of new calls that are received. In order to have the recorded call available for a
longer period of time, it needs to be archived in the storage area.
Three types of storage areas can be used with NICE Perform eXpress.
Local storage located on the NICE Perform eXpress hosting platform hard drive.
Remote NAS/SAN storage devices supporting either CIFS or NFS file system protocols.
Remote ESM devices like EMC
2
Centera or IBM Tivoli.
Archiving is performed either constantly or during a user configurable archiving window for all
the calls that were recorded by the Recording Layer. No archiving rules can be set and therefore
filtering only a portion of the calls for archiving is not possible. The Storage Layer fetches
interactions from the Recording Layer, transforms them into NICE Media Format (NMF) files and
saves them to its cache. Then the Storage Layer sends the saved NMF files to the actual Storage
Device. Once this is done, the interactions archiving information is saved in the Database (in
case of an ESM device, the Unique ID is also saved).

Figure 11: Archiving process
With NICE Perform eXpress, the user only needs to define the archiving path; the size of the
storage is calculated based on the available space.

Central archiving
A remote storage device can be shared across several NICE Perform eXpress systems.
However, each system will manage its archiving independently. It is also possible to utilize the
hosting platform hard drive of one of the NICE Perform eXpress systems, as a remote storage
device for other NICE Perform eXpress systems. Each system will only relate to its own content.
NICE Perform eXpress Solution Overview
21


Figure 9: Central Archiving
If there are several NICE Perform eXpress systems that are archiving to the same storage device,
each system will archive to its designated archiving path, thus separating between the stored
information of each system. However, even though the size of the NICE Perform eXpress
storage cannot be defined, the systems will be able to archive as long as there is enough space.
This storage space is of course dependent on the other systems archiving as well. Lets assume,
for example, that there are three NICE Perform eXpress systems that are sharing 1TB storage. If
the first system is currently using 600 GB of storage, the three systems are left with only an
additional 400 GB of free storage space.
Retention
NICE Perform eXpress supports retention of up to ten years. Retention is the minimum length
of time an interaction needs to be archived in the system and must not be deleted. With NICE
Perform eXpress, the auto deletion process is working regularly to delete the audio of all
interactions, where the retention period has passed. An interactions audio will be deleted once
the retention period has passed, even if currently there is enough storage space available. Only
the interaction audio is deleted from the storage device. The NICE Perform eXpress will
continue to retain the interaction metadata in the database.
It is important to note that if there is no space for archiving new interactions because the
retention period of the other stored interactions has not expired yet, new interactions will not
be archived. The IT administrator is able to detect such scenarios using the System Management
application, as is further explained in the Maintenance and SNMP section.
NICE Perform eXpress complies with strict regulations that oblige enterprises to save
interactions for different periods of time, and supports multiple retention rules filtered by group
of users and metadata such as dialed number and caller ID.
NICE Perform eXpress Solution Overview
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Retention rules are processed periodically and set the retention period for new interactions right
after their creation. Based on this retention period, the auto deletion process is deleting expired
interactions from the storage area.
To reduce enterprise risk and comply with regulations, NICE Perform eXpress supports deleting
expired interactions from the database and from the online recording. This process should be
handled carefully as these interactions will be deleted and cannot be restored.
Enterprises have disputes with their customers that force them to save interactions for long
periods until the dispute is resolved. To reduce risks, NICE Perform eXpress supports expanding
manually the selected interaction retention period.

Screen Archiving and Retention
The system is capable of archiving screen in remote NAS/SAN storage devices supporting either
CIFS or NFS file system protocols, or in remote ESM devices like EMC
2
Centera or IBM Tivoli.
There is one retention period for screen recording that can be configured according to
organization Quality Management needs. In case calls are permanently deleted from the Storage
Center, Logger and database, screen recording will also be deleted.
Users cannot manually extend retention of screen recording, however, voice plus screen calls
can be saved on a local hard drive using standard ASF format.
NICE Perform eXpress Solution Overview
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1.3. Backup
A different method available for maintaining the audio recording is by archiving them to a backup
device. NICE Perform eXpress supports archiving to backup tape devices. NICE Perform
eXpress supports DAT backup tape devices that are connected either through SATA or USB.
One tape device is supported for each NICE Perform eXpress system. Each tape can be used for
either archiving or retrieval at any period of time. Defining the tape mode is done through the
Configuration application, which is part of the NICE Perform eXpress HTML user interface.
Backup of screen recordings is not supported on backup devices and Storage Center should be
used instead.

Archiving process
NICE Perform eXpress archives the raw audio data directly from the Recording layer. No
conversion is made to the audio before it is written to the data tapes. The backup process is
working in a continuous archiving mode, thus the raw data is backed up immediately after it is
available.

Retrieval Process
The retrieval process utilizes a tape device that was defined for archiving in the NICE Perform
eXpress configuration. The system does not currently support Media Library; therefore the user
must know in advance on which tapes the interactions are archived. Once the correct tape is
located, it should be retrieved using the System Management application. In this process, the raw
audio is copied from the tape device to the Recording Layer internal cache. Only then can the
user perform a relevant query and search for desired interactions.

NICE Perform eXpress Solution Overview
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1.4. Query and Playback
The playback mechanism of NICE Perform eXpress is based on the windows media streaming
architecture. The user requests to play back an interaction based on a previous query the user
initiated. Once the required interaction for playback has been located, either on the local storage
or the remote storage, it is streamed from the Application Layer to the NICE Perform eXpress
user over HTTP. The user can control the playback using the designated Player interface.

Figure 13: NICE Perform eXpress Player
The playback mechanism is explained in further detail in the following section.

Query for interactions
After the interaction has been recorded and archived by NICE Perform eXpress, it can be
searched for by using the query mechanisms. Users can view their interactions (or other users
interactions, if they have permission to do so), by specifying their query criteria such as time
period, duration, direction, groups, agents, dialed number, caller ID and more. The query
operation should result in a list of interactions, from which the user can select the interaction for
playback.

Figure 14: Query for interactions

Locate process
The locate process is the first step used in order to find the location of an interaction that needs
to be played back. The Application Layer examines the Recording Layer first. If the interaction is
not found in the Recording Layer internal storage, the Application Layer searches for the
interaction in the storage device. Depending on the storage location, an interaction can be
searched either on the NICE Perform eXpress local storage (the hard drive) or on a remote
storage device (e.g. ESM Device). If the interaction is archived on an ESM device, the Application
Layer fetches the Unique ID from the Database and uses this Unique ID to fetch the interaction
NICE Perform eXpress Solution Overview
25

from the Storage Device. In addition, the user is prompted that playback is carried out from an
ESM device, even though the playback operation might take longer.
Playing Voice Recordings
Once the interaction is located and fetched, the Application Layer generates a temporary ASF file
on its internal storage from the interaction audio. The Application Layer returns the location of
this ASF file to the users client application.

Figure 15: Locate an interaction that exists on a storage device
The users client application initiates a streaming session from the Application Layer based on the
ASF file location that was provided during the locate process. The Application Layer utilizes the
Windows Media Services to stream the interaction over HTTP to the NICE Perform eXpress
Player. At this point, there is no connection between the NICE Perform eXpress and the storage
area where the interaction resides, as the whole process is done with the temporary ASF file.
After the streaming, an automatic process deletes the temporary ASF files.


Figure 16: Streaming voice interaction





NICE Perform eXpress Solution Overview
26

Playing Voice and Screen Recordings
Creating ASF file for voice and screen streaming playback requires extensive platform resources,
therefore playing screen or voice plus screen, requires a different mechanism, as follow:
Once the interaction is located and fetched, the Application Layer generates a temporary raw
data file that includes audio and screen raw data. The Application Layer returns the location of
this raw data file to the users client application.
The users client application initiates a streaming session from the Application Layer based on the
raw file location that was provided during the locate process. The Application Layer utilizes the
Windows Media Services to stream the interaction over HTTP to the NICE Perform eXpress
Player. At this point the client decodes the screen and voice raw data and plays it on the client
Player.
For decoding the voice and screen on the agents desktop, a NICE Playback codec pack should
be installed on client machines. The system provides an automatic mechanism to update the
playback codec pack when the main system is upgraded or UP is installed.
Please note that sites that use Quality Management, but do not need to record the screen, do
not need to use NICE Codec Pack.


Figure 17: Streaming voice and screen interaction


NICE Perform eXpress Solution Overview
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1.5. Monitoring Applications
Channel Monitoring
The channel monitoring application is used to ensure that all the channels are actually recording.
The Application Layer queries the Recording layer for the current status of each recording
channel. Based on the information it receives, it displays the current channel status for the user.
When a current call is recorded, the channel monitoring application provides live playback of the
audio. The recorded audio is automatically converted into an ASF stream, which is sent to the
channel monitoring application. No actual ASF file is generated during this process.
The Channel Monitoring application enables administrators and technicians to monitor channels
to make sure they are working properly. They can also play back recordings of channel activity
that were recorded from each channel, as well as play the channel activity (monitor) in real time.


Figure 18: Channel monitoring application
Audit Trail
A comprehensive, detailed Audit Trail is an essential part of any recording system. NICE Perform
eXpress Audit Trail is designed with the needs of todays security conscious organizations in
mind. It enables organizations to verify and demonstrate adherence to security policies and
compliance imperatives by providing a complete solution encompassing all data and all
applications contained in the NICE Perform eXpress system.
NICE Perform eXpress Solution Overview
28


Figure 19: Audit Trail application
Every action performed by every user is logged and time stamped for a complete Audit Trail. The
Audit Trail data is maintained in a secured database (not in log/text files that can be easily
tampered) with a retention period of one year.
Audit Trail advanced query application allows complete analysis of "who did what and when.
This capability itself is also secured to prevent any interference with its operation in any way by
staff other than those designated. The Audit Trail query and viewer allows the user to display the
audit trail messages in easily readable format, on a day-to-day basis. Events can be filtered by
category so that for example, only specific user events are displayed.
Dozens of different user actions are tracked and logged in the Audit Trail database. All NICE
Perform eXpress audit messages are listed in the Appendix.

1.6. Database Backup
NICE Perform eXpress uses Microsoft SQL 2008 Workgroup database. A full backup of all the
information inside the database is automatically performed every day. The backup can be
performed only to a file system directory and not to external back devices (for example: tapes).
During the backup process, the system continues to function normally regardless of the
background backup process.
The NICE Perform eXpress database can also be restored. However, this process is outside the
scope of this document.

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1.7. Maintenance and SNMP
In recent years, as communication networks grow in size and complexity, the ability to monitor
devices remotely has become a vital task. One of the most effective means of managing devices
remotely in a network is via the Simple Network Management Protocol (known as SNMP). NICE
Perform eXpress provides the network manager with the power to remotely monitor the
system thereby enabling the highest standard of quality for a robust and reliable system.
The Application Layer is responsible for constantly monitoring the different layers for
abnormalities. When an abnormal condition is detected, the Application can expose the
information to the system administrator in one for the following manners:
NICE Perform eXpress System Status describes the current status for each of the main
different system modules. In case there is a warning or error in one of the modules, it is
reflected with yellow or red colors respectively.
System information is also sent to a configured SNMP Server. The SNMP Server can be
defined through the System Setting tab in the System Management application. If more than
one SNMP server is needed, it can be defined through the Windows SNMP Service.
The information is presented in the System Status tab of the System Management application, as
is shown in the figure below.


Figure 20: Monitoring application
To maintain simplicity, only acute errors are propagated through the SNMP/Monitoring
mechanism. A list of the monitored trap messages can be found in the Appendix.

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For managing screen recording agents, NICE Perform eXpress enables users to monitor each of
the clients, presenting their Host Name, IP Address, OS Login, Version, and current status as
shown below. The information is presented in the Client Management tab of the System
Management application.


Figure 21: Client management application
Client management is an excellent tool for making sure that all clients are installed and working
properly.
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1.8. System Configuration
The NICE Perform eXpress design was carefully considered to provide a simple and user friendly
interface. Part of this goal is achieved by maintaining a simple system configuration interface that
enables a quick and clean installation and configuration process.
There are several methods for performing the system configuration. The configuration can be
done locally or remotely. The IT administrator may configure each NICE Perform eXpress
system in the organization independently or use a central configuration tool to configure a few
systems together. The configuration information can also be taken from an external file.
No matter which configuration method is used, the configuration process can be separated into
two main processes: Configuration and Users Administration.

Configuration
Within the configuration, the main focus is to configure the NICE Perform eXpress
infrastructure components that interact with the external organization environment. The
telephony environment is defined, the capturing method is configured, and the integration with
an external storage and archive device is also set.
Easy configuration is achieved by allowing the NICE Perform eXpress administrator to configure
only the relevant and most important pieces of information that are needed for the system to
successfully perform its tasks. For instance, the integration telephony environment was packaged
into several predefined environments which include the Telephony switch, the CTI interface and
the recording method, e.g. Avaya TSAPI TDM Extension or Cisco TAPI Passive VoIP. Up to two
packages can be defined for each NICE Perform eXpress. Once the telephony package is
selected, the recording channel should be allocated for each of the recorded sources (e.g. TDM
extensions, TDM trunks, VoIP Extensions).
A more general reflection of the configuration process can be found in the following schema
below.

Telephony
Environment

CTI &
Recording

Channel
Mapping

Storage and
Archive

Telephony Environment is used for selecting one of the predefined packages of supported
telephony environments.
CTI & Recording is used for defining additional parameters about the Telephony switch and
the Recording Layer.
Channel Mapping is used for mapping between the recorded sources (extensions, trunks) to
the Recording Layer.
NICE Perform eXpress Solution Overview
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Storage and Archiving is used for defining the archiving mechanism.

Users Administration
NICE Perform eXpress User Administration is used to easily define the various entities within
the system. The entities are described below:
1. Agent
An agent is a person in an organization, who makes or answers telephone calls. Each
agent should have an associated extension number (e.g. in a fixed seating environment) or
agent ID (e.g. in a free seating environment) which is used by NICE Perform eXpress for
correlating the call recordings to the relevant agent. In NICE Perform eXpress, an agent
may have login access rights to the system. In this case, the agent is able to query and play
back his own recordings. If the agent does not have access rights, the agent is only defined
in the system to ensure that recorded calls will be correctly correlated.
2. Manager
The manager is responsible for several agents and has the capability to query and play
back the recording of his subordinates. If the manager is defined as a recorded manager,
the calls of that manager can also be queried and played back using the system user
interface. In such a case, the manager of course needs to have an extension number or an
agent ID.
3. Supervisor (managers that do evaluations)
One process to manage Quality Management at Contact Centers is doing the evaluation
by the team managers. In addition to manager authorization, supervisors are authorized
to use QM applications for evaluating agents, run reports or managing and creating
evaluation forms. As manager, the Supervisor can also be defined as recorded.
4. QM user
At many Contact Centers, the Managers do the ongoing group and agents management
while the evaluations are done by a dedicate QM team.
QM user is a person of the QM team that centrally operates the quality for all teams at
the Contact Center. The QM user can search and play back interactions of all agents,
evaluate agents, run reports or manage and create evaluation forms. As manager, the QM
user can also be defined as recorded.
5. IT Administrator
The NICE Perform eXpress IT administrator has full access rights to the system. The IT
administrator is responsible for system configuration and monitoring. However, the IT
administrator can also query and play back calls of all the other entities in the system. As
manager, the IT administrator can also be defined as recorded.
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The system manages authorization for these types of users using a role mechanism. Each new
user should be associated with the appropriate role.
For more flexibility, attributes of each role can be changed to fit organization needs.
The following table lists the different roles, their access rights for the different applications, and
the privilege adjustments:

Role Privileges Role Adjustment
User w/o login No access rights No access rights
Agent Search and play their
own calls
Save Interactions
Manager Search and play their
own and subordinate
calls
Save interactions
QM applications (Evaluations, Reporter,
Form Designer)
QM Search and play
all calls
Access QM
applications
(evaluation,
reporter, form
designer)
Save interactions
Monitor application
IT Search and play
all calls
Access all
applications
Save interactions
Channel monitor
Interactions
QM applications (Evaluations, Reporter,
Form Designer)





NICE Perform eXpress Solution Overview
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NICE Perform eXpress also provides a simple groups management mechanism. All the entities
defined in the system are automatically added to a default group called All Users Group. In
addition, each agent or manager can be added to one additional group in addition to the default
group. The group can have several managers, which can play back all the calls of the agents and
managers in that group.


Users Applications
Each system user can access the NICE Perform eXpress application using a web based interface.
This interface is based on HTML and therefore no additional installation or configuration is
needed on the users desktop. The user should use Internet Explorer 6.0 or higher in order to
access the HTML based user interface and Microsoft Media Player version 10 and above for
streaming the audio.
When QM package is available, screen recording agent and NICE Playback codec pack should be
installed on the client machine.
The NICE Codec Pack can initially be installed by using a software push mechanism such as SMS,
which pushes the NICE Codec pack to all clients automatically.
When a new version of the Codec pack is installed on the NICE Perform eXpress server, the
Codec pack of all the clients is updated automatically.
NICE Perform eXpress provides a multilingual application interface. At login, users can decide
which language they would like to use. By default, NICE Perform eXpress supports the following
languages: English, French, German, Japanese, Simplified Chinese, Spanish, Russian, Portuguese
and Korean. Adding additional languages is easy and requires the installation of a new language
pack which contains the translations of the user interface. Of course, the system also supports
the insertion of localized textual information regardless of the language of the user interface.
In addition to the translated GUI, NICE Perform eXpress provides translated users manuals and
on-line helps for the above translated languages.

Site Readiness Tool
For a smooth and fast system installation, validation of prerequisite of the system is possible.
The Site Readiness Tool is an application that can run locally on the server and check if the
server is ready for NICE Perform eXpress installation.
The business logic checks the readiness of the Operating System, Update Packs, disk size,
partitions, etc.



NICE Perform eXpress Solution Overview
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Post Configuration Validation Tool
The post configuration validation tool is an external semi automatic application, running on the
NICE Perform eXpress system, and is used to validate that the configuration was completed
successfully. The validation is comprised of the following steps:
The user is prompted to enter an extension that he would like to validate.
The validation tool ensures that the extension is monitored.
The validation tool ensures that the extension is mapped to an active recording channel.
The user is prompted to initiate an inbound call.
When the call ends, the validation tool automatically searches for the call in the database and
validates the metadata information that was gathered.
The user is prompted to listen to the recorded interaction and verify that the audio was
recorded successfully.
The same procedure can be executed several times to validate all channel recordings
correctly.
If one of the steps fails, an extensive troubleshooting wizard helps the user to detect and fix
the problem.

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1.9. Centralized Administration
One of the NICE Perform eXpress solution greatest strengths is its capability to provide central
administration to several NICE Perform eXpress systems deployed in the organization. The
eXpress Central Desktop is an external application that should be used by the IT administrator
mainly for maintenance, configuration and monitoring purposes of NICE Perform eXpress
systems in the organization. The central administration application should run on a COTS based
platform with Windows 2003 or Windows 2008, SQL 2008 and IIS 6.0.

The central administration application provides three main capabilities for the IT administrator:
1. Administrating and using the various NICE Perform eXpress systems at the sites.
By using the central administration application, the IT administrator manages centrally the
NICE Perform eXpress systems. The central administration application allows adding or
deleting NICE Perform eXpress systems and even restarting the systems remotely when
needed.
In addition, the IT administrator can use the central administration platform to launch the
NICE Perform eXpress users interface and thus have an extended control on a specific NICE
Perform eXpress system. IT and managers located at the central site are empowered and can
easily manage the different NICE Perform eXpress sites transparently without the need to
enter user and password. For example, managers can select a site and search for specific
interactions located at this site. Later on, they can easily select a different site and search for
different interactions.
2. Administrating the organization resources which interact with the various NICE Perform
eXpress solutions.
As a recording solution, NICE Perform eXpress needs to interact with the PBXs, CTI servers
and the storage devices in the organization. The IT administrator can use the central
administration to define a list of these common components that will be propagated to the
various NICE Perform eXpress systems at the local sites. NICE Perform eXpress systems at
the sites can use these common components in order to finalize the site configuration.
NICE Perform eXpress Solution Overview
37


Figure 21: Common component definition and configuration

3. Define users organization settings.

Synchronization process
The synchronization mechanism is responsible for distributing the changes made in the central
administration application to all the NICE Perform eXpress systems at the local sites. Each site
will receive all changes made to the common organization resources and will enforce only the
changes it uses. For example if a change was made to a switch that is used in a local site, this local
eXpress system will apply the relevant changes. Making local modifications to common
organization resources is possible; however, doing so will prevail over receiving additional
updates. Some of the changes might require the restart of NICE Perform eXpress internal
modules. These modules are automatically restarted when changes are locally applied.
When using the central administration application, it is possible to manually perform the
synchronization and later view the synchronization status for each NICE Perform eXpress
system. One of the following synchronization modes is possible:
Offline. When a NICE Perform eXpress system is unreachable for 24 hours, its state will be
offline and the synchronization mechanism will stop trying to access it. Renewing the
communication with an offline system should be done manually by the IT administrator.
NICE Perform eXpress Solution Overview
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Not synchronized. The synchronization mechanism failed to synchronize the NICE Perform
eXpress system. The reason could be that it was impossible to access the branch or there
were conflicts in the synchronization.
Restart Required. The NICE Perform eXpress system was synchronized; however, changes
were not applied yet.
Synchronized. The NICE Perform eXpress system is synchronized.

Dual phased deployment
NICE Perform eXpress centralization capabilities make the deployment of several NICE Perform
eXpress systems in the organization short and simple. The deployment can be divided into two
phases. In the first phase, all the NICE Perform eXpress systems are installed in a central
location.
In the second phase, the NICE Perform eXpress systems are physically connected and the branch
level and their configuration are finalized. The IT administrator can choose to finalize the
configuration locally or to use the remote access capability that is provided by the central
administration application.

Patch update
NICE Perform eXpress updates can be distributed using Microsoft

Systems Management Server

(SMS). For a description of the SMS protocol, see Microsoft documentation.
Additionally, each NICE Perform eXpress system can be updated locally by following the
designated maintenance user interface.
Quality Management
NICE Perform eXpress fast and intuitive web-based thin client applications provide managers the
means to examine their customer interaction data and extract insights.
For analyzing and managing these insights, NICE Perform eXpress includes just the right Quality
Management process for small and medium contact centers.
NICE Perform eXpress Quality Management process starts with creating quality rules that tag
interactions for the evaluation process and that record screen including wrap-up time.
Supervisors and the Quality Management team can now search, play and evaluate these
interactions.
Managers and Supervisors gain insights from agent evaluations using a powerful and intuitive
integrated report-generator that can create a wide range of reports and graphs. These reports
empower users by using advanced operations such as group by, sorting and drill-down
capabilities.
NICE Perform eXpress Solution Overview
39

NICE Perform eXpress Quality Management process was designed to fit small and medium
contact center needs using an intuitive user interface and focuses on simple application usage,
training and deploying of the entire solution.

Defining Quality Management Rules
NICE Perform eXpress supports the setup of up to 20 Quality Management rules.
Quality rules can be focused according to different business needs such as fair evaluation of
agents using random programs; evaluation focus on a specific group; analyzing long calls and
more.
Each rule can be filtered by group of agents, dialed number, caller ID, direction, duration and
business data fields. It can be set to randomly tag voice interactions and record agent desktop
during and after the call.


Figure 22: Setup Quality Management Rules

NICE Perform eXpress Solution Overview
40


Creating and Managing Evaluation Forms
NICE Perform eXpress introduces a thin client web based Form Designer, that was designed to
fit small and medium contact center needs using powerful and simple user interface.
The new Form Designer includes fast creation of forms, sections and questions. It support a
variety of question types such as YES/NO, checkbox, data list, scoreable list, bonus/penalty and
more. There is no limitation to the number of forms that can be created in the system.
Form Designer includes an advanced and flexible formulas mechanism for managing evaluation
scores according to enterprise needs. The First formula method uses percentage for calculating
the score where each question receives the same weight. The second formula method is using a
weighted section where each of the sections receives different weights according to their
importance. The last scoring is counting the points gain of answered questions.
During the design phase, the user can preview and change the form, answer questions and run
scoring simulations to make sure it meets the exact needs.


Figure 23: Form Designer

Evaluation Process
NICE Perform eXpress includes an optimum and effective evaluation process. This process was
developed with deep understanding of supervisors and evaluators needs.
NICE Perform eXpress Solution Overview
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Supervisors search Quality Management interactions based on QM tag and evaluation status. To
initiate the evaluation, the supervisor needs to select an interaction and open the evaluation.
The evaluation includes built-in playback as shown in the figure below. In one single screen,
evaluators can control the playback view, the screen recording and fill in the evaluation. The
system allows the user to customize the size of the screen area vs. the evaluation area for better
usability.
While evaluating the form, the score is automatically calculated using the client side scripting to
improve performance and user experience.
The user can open more than one evaluation. Each evaluation is opened in a different IE tab, and
the user can easily move from the evaluation process to the interaction tabs for searching and
playing interactions for dispute or other urgent reasons.



Figure 24: Evaluation Process

Analyze Using Evaluation Reporter
NICE Perform eXpress utilizes Microsoft Reporting services for creating and managing reports.
The system supports powerful reports including grouping by agent, manager or evaluator, sorting
and sophisticated drill down from one report to another or to interaction or evaluation content.
NICE Perform eXpress Solution Overview
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NICE Perform eXpress Solution Overview
43
The reports use simple UI along with aesthetically looking graphics and appealing UI.
Users can easily export reports to MS Excel with all necessary information and customize them
in the Excel sheets to exactly fit business needs.
Upgrade and Expansion
NICE Perform eXpress supports fast and simple upgrade from previous versions.
Upgrading any previous version is a simple and fast process that is completed while keeping old
audio and definitions such as configuration, users, interactions, etc.
NICE Perform eXpress avoids replacements of old hardware and capture boards. In addition, the
upgrade of Windows 2003 to Windows 2008 is not needed, as the solution supports old
operating systems and hardware.
However, if the customer is required to expand the system and add more recording channels
than were supported in the previous version, it is necessary to replace the audio boards with the
new set of boards.
Migration
NICE Perform eXpress provides simple and easy migration from NiceCall Focus III and Version
8.9 legacy systems to NICE Perform eXpress. This process (downtime) takes less than 8 hours
for NiceCall Focus III systems and up to two days for large Version 8.9 systems.
The system supports an easy and simple migration process that can be done directly by Business
Partners.
Users information, Interaction data including business data and Storage Center paths are
migrated to enable the customers to search and play back interactions previously located on the
old system.
There is also a well defined process to support old legacy end of life tape devices such as AIT1,
DVD RAM, etc.

Migration Main Flow
The following steps are necessary for completing the migration flow:
1. Install Nice Perform eXpress on the new Server
During the operation of the legacy system, and to reduce system downtime, the new
NICE Perform eXpress system should be installed. This is a critical phase in the
installation of NICE Perform eXpress that makes sure that the server, Operating System
and environment is ready.
After installation you should not configure the new NICE Perform eXpress system. The
configuration should be done after the migration.

2. Stop migrated environment
After making sure that NICE Perform eXpress is ready for the migration process, the
legacy system should be shut down. It is necessary to make sure that all recorded audio is
being archived to the Storage Center or offline storage device.
3. Backup database to a network path
The first phase of the migration is backing up the legacy system database to a network
path. This database will be migrated to the new NICE Perform eXpress system.
4. Database migration
Database migration is a time-consuming phase and takes most of the migration process.
During database migration the following information is automatically migrated:
Users attributes such as user name, password, agent ID and association with
switch will be migrated to the new system. Users profiles and privileges will not
be migrated and should be defined separately on the new system. However, user
with valid agent identity will automatically be migrated with Agent role.
Organization security setting will be migrated excluding forbidden passwords.
Interactions metadata will be migrated to the new system. As NICE Perform
eXpress does not support compound calls, compound data will not be restored to
the new system. Migrated interaction metadata includes calls information, such as
start time, end time, duration, Caller ID, dialed number and other available
attributes.
Interactions Storage area path is also migrated. In case the storage was located on
a local hard drive on the legacy system, the user can change the path to a new
network path and all links will be migrated to the point on the new path. Later the
Storage Center data should be copied to the new path.
Any business data information available in the old system will be copied to the
new system. Later, users will be able to map these business data using NICE
Perform eXpress configuration application.
Quality Management data will not be migrated.

5. NICE Perform eXpress configuration
After completing database migration, NICE Perform eXpress configuration must be
completed before starting recording in the new system. Configuration should include the
following:
Define PBX and recording type.
Set CTI/CDR information.
Add new recording boards (in case of TDM).
Define devices and map them to recording channels.
NICE Perform eXpress Solution Overview
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Create new groups using NICE Perform eXpress user administration application.
Define group attributes for all agents (there is no need to define other agents
attributes as they were already migrated). In case groups were not defined, agents
will be associated with the NICE Perform eXpress root group.
For none agent users (users without valid agent identity information), set new
role.
6. Migration validation
The system is now fully functional, recording and archiving all devices. At this phase, the
user should validate that migration was completed using the following steps:
Search and play new interactions recorded after migration process.
Search and play interactions recorded on legacy system prior to migration
process.
Retrieve interactions from all storage devices (Storage Center, offline devices),
later search and play retrieved interactions.

Offline / Online Data Migration
Legacy systems use two main methods for audio archiving
1. Storage Center
2. Offline storage such as DVD RAM or DDS3

If Storage Center is used and the data is located on a network file server, the migration is done
automatically and a user can search and play interactions from the Storage Center. However, if
the storage was located locally on the legacy system server, the users should copy the data to a
network file system, and prior to the migration, make sure to configure the new storage path.
During the migration process, a new path is set to all the interactions, and the system is ready
for searching and playing the interactions located in the new Storage Center path.

Offline storage devices - there are three different scenarios according to the different devices
and media used by the legacy system:
1. DAT72, DDS4 and DDS3 these tapes are compatible with DAT72 device, which is fully
supported in new system.
2. DVD RAM, DVD R/W these medias are not supported by the new system. To support
these media the following should be done:
Copy each tape to a dedicated location on a network File Server.
Use the new NICE Perform eXpress Archive and Retrieve tool to retrieve
information from the file server back to the Logger.
NICE Perform eXpress Solution Overview
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Search and play retrieved interactions.
3. AIT1 this media types are not supported by the new system. For supporting this media,
the following should be done:
Install USB DAT72 on legacy system. DAT72 should be ordered separately from
devices required for NICE Perform eXpress.
Use Novastor TapeCopy tool (COTS tool that should be ordered) to convert old
tapes to DAT72 tapes.
NOTE: AIT2 and AIT1 tapes that are larger than 36 GB will not be migrated.
Retrieve interactions from migrated DAT72 media.
Search and play retrieved interactions.




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Appendixes
Appendix A Audit Trail Messages
Security and Administration
Audit Group Message
Security

User {0} logged in
User {0} logged out
User {0} login attempt failed
User {0} changed password
User {0} account locked by system
User {0} disabled user named {1} account
User {0} enables user named {1} account
User {0} updated license. New SN: {1}
User Administrator User {0} added new user. New user details: name {1}, role {2}
User {0} deletes user named {1}
User {0} changed role of user {1} from {2} to {3}
User {0} added new group named {1}
User {0} deleted group named {1}
User {0} updated user named {1}
User {0} updated group named {1}
User {0} added user named {1} to group named {2}
User {0} removed user named {1} from group named {2}
NICE Perform eXpress Solution Overview
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User {0} reset password for user named {1}
User {0} changed User Administration Settings. Details: {1}
User {0} updated user role {1}

Playback and Channel Monitoring
Audit Group Message
Playback

User {0} saved call ID {1}. Call details: start time {2}, agent {3}
User {0} started playback of call ID {1}. Call details: start time {2}, agent {3}
User {0} started playback on channel ID {1}. Details: channel name {2} start
time {3}
Channel Monitor User {0} started monitor on channel ID {1}, channel named {2}
User {0} changed channel configuration. Details: {1}

Applications
Audit Group Message
Form Designer

User{0}creatednewevaluationform{1}
User{0}modifiedform{1}
User{0}deletedevaluationform{1}
User{0}installedevaluationform{1}
User{0}enabledform{1}
User{0}disabledform{1}
Evaluations
User{0}creatednewAgentEvaluation
NICE Perform eXpress Solution Overview
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User{0}deletedevaluationwithID{1}onagent{2}
User{0}modifiedevaluationwithID{1}onagent{2}on{3}.Old
scoreis{4},newscoreis{5}

Configuration and System setting
Audit Group Message
Monitor User {0} acknowledged trap. Trap details: {1}
User {0} performed system test
Configuration User {0} applied configuration
Configuration -
Storage
User {0} configured storage parameters {1}
User {0} updated storage and archive parameters. Storage name: {1}
User {0} configured ESM device. ESM parameters: {1}
User {0} updated ESM device. ESM parameters: {1}
User {0} deleted ESM device. ESM parameters: {1}
Configuration -
Recording
User {0} added new recording package {1}
User {0} deleted recording package {1}
Configuration -
Recording - switch
User {0} added new switch. Switch Name: {1}
User {0} updated switch parameters. Switch Name: {1}
User {0} deleted switch. Switch Name: {1} }
Configuration -
Recording - capture
User {0} added capture unit. Details: {1}
User {0} deleted capture unit. Details: {1}
User {0} updated capture unit. Details: {1}
NICE Perform eXpress Solution Overview
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Configuration -
Recording - devices
User {0} added devices. Device ID: {1}
User {0} deleted devices. Device Id {1}
Configuration -
Recording - channel
mapping
User {0} updated channel mapping. Channel ID: {1}
Configuration
Screen

User {0} enabled screen recording
User {0} disabled screen recording
Configuration QM
Rules
User {0} added new quality management rule. Rule Name: {1}
User {0} updated quality management rule. Rule Name: {1}
User {0} deleted quality management rule. Rule Name: {1}
Configuration
Business data

User {0} added business data field {1}
User {0} updated business data field {1}
User {0} deleted business data field {1}
System Management
Client Management
User {0} changed Screen Agent configuration
Backup User {0} enabled backup device
User {0} disabled backup device
Retention User {0} requested extend retention for Interaction ID {1} with new
expiration date {2}
User {0} added new retention rule. Rule Name: {1}
User {0} updated retention rule. Rule Name: {1}
User {0} deleted retention rule. Rule Name: {1}
Updates User {0} installed SW update. Details: {1}

NICE Perform eXpress Solution Overview
50

NICE Perform eXpress Solution Overview
51
Appendix B Monitored Traps
Module Trap Message Type
Recording

The system detected logger software Error. The loss of recorded
data is probable.
Error
The system detected logger hardware error. The loss of recorded
data is probable.
Error
The system detected logger line-connectivity error. The loss of
recorded data is probable. It is recommended to check cables
connectivity.
Error
Thesystemdetectedascreenrecordingsoftwareerror.Thelossof
screenrecordeddataisprobable.
Error
Archiving

Error in archiving recorded data. The system detected that not all
recorded information is being archived.
Error
Error in archiving recorded data. The system detected failures in
archiving some of the recorded data.
Error
Error in archiving recorded data. The system detected insufficient
archiving rates.
Error
CTI Error in collecting metadata on recorded data. The system
detected that call were recorded with missing CTI information.
Error
DB The system detected that a DB backup operation has failed. Error
DB related error. The system detected a general DB error. Error
Backup The system detected backup device hardware error. Error
The system detected backup device software error. Error
The system detected that a manual maintenance action is required
on the backup device.
Info





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