NICE Perform

Release 3

Databases Installation Guide

February 2008
385A0647-01 Rev. A0

Insight from Interactions

TM

NICE Systems Ltd. shall bear no responsibility or liability to a client or to any other person or entity with respect to liability, loss or damage caused or alleged to be caused directly or indirectly by any NICE product. This includes, but is not limited to, any interruption of service, loss of business or anticipatory profits or consequential damage resulting from the use or operation of any NICE products.

Information in this document is subject to change without notice and does not represent a commitment on the part of NICE Systems Ltd. The systems described in this document are furnished under a license agreement or nondisclosure agreement. All information included in this document, such as text, graphics, photos, logos and images, is the exclusive property of NICE Systems Ltd. and protected by United States and international copyright laws. Permission is granted to view and photocopy (or print) materials from this document for personal, non-commercial use only. Any other copying, distribution, retransmission or modification of the information in this document, whether in electronic or hard copy form, without the express prior written permission of NICE Systems Ltd., is strictly prohibited. In the event of any permitted copying, redistribution or publication of copyrighted material, no changes in, or deletion of, author attribution, trademark legend or copyright notice shall be made. All contents of this document are: Copyright 2008 NICE Systems Ltd. All rights reserved.
This product is covered by one or more of the following US patents:
4,893,197 5,396,371 6,044,355 6,252,947 6,785,369 6,937,706 7,085,728 5,185,780 5,446,603 6,115,746 6,330,025 6,785,370 6,959,079 7,203,655 5,216,744 5,457,782 6,122,665 6,542,602 6,856,343 6,965,886 7,240,328 5,274,738 5,590,188 6,192,346 6,564,368 6,865,604 6,970,829 7,305,082 5,289,368 5,819,005 6,246,752 6,694,374 6,870,920 7,010,106 5,325,292 5,911,134 6,249,570 6,728,345 6,871,229 7,010,109 5,339,203 5,937,029 6,252,946 6,775,372 6,880,004 7,058,589

360o View, ACTIMIZE, Actimize logo, Alpha, Customer Feedback, Dispatcher Assessment, Encorder, eNiceLink, Executive Connect, Executive Insight, FAST, FAST alpha Blue, FAST alpha Silver, FAST Video Security, Freedom, Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions, Investigator, Last Message Replay, Mirra, My Universe, NICE, NICE logo, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NICE Inform, NICE Learning, NiceLog, NICE Perform, NiceScreen, NICE SmartCenter, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse Compact, NiceVision, NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision Harmony, NiceVision Mobile, NiceVision Net, NiceVision NVSAT, NiceVision Pro, Performix, Playback Organizer, Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe, Wordnet are trademarks and registered trademarks of NICE Systems Ltd. All other registered and unregistered trademarks are the property of their respective owners. Applications to register certain of these marks have been filed in certain countries, including Australia, Brazil, the European Union, Israel, Japan, Mexico, Argentina and the United States. Some of such registrations have matured to registrations.

385A0647-01 Rev. A0

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

NICE invites you to join the NICE User Group (NUG). Visit the NUG Website at www.niceusergroup.org, and follow the instructions.

For general information on NICE Systems products please contact your local distributor or the nearest NICE Systems office:
International Headquarters-Israel Tel: +972-9-775-3100 Fax: +972-9-775-3070 email: [email protected] United Kingdom Tel: +44-8707-22-4000 Fax: +44-8707-22-4500 France Tel: +33-(0)1-41-38-5000 Fax: +33-(0)1-41-38-5001 North America Tel: 1-800-663-5601 Fax: +201-356-2197 email: [email protected] Germany Tel: +49-(0)-69-97177-0 Fax: +49-(0)-69-97177-200 Hong-Kong Tel: +852-2598-3838 Fax: +852-2802-1800

Please send all queries, comments, and suggestions pertaining to this document to
[email protected]

Please visit NICE at www.nice.com

Contents
1
Introduction 9
Database Names and Descriptions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 Setting up the Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Hardware and Software Requirements . . . . . . . . . . . . . . . . . . . . . . . . . 11 Verifying Windows NT Authentication Configurations . . . . . . . . . . . . . . . . . 12 Setting up the Microsoft SQL Server 2005 . . . . . . . . . . . . . . . . . . . . . . . . . 15 Setting up the SNMP Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Installing the SNMP Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Defining the SNMP Trap . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 Reindex Table Job. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Calculating Database Size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Language Settings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Microsoft SQL Server 2005 Analysis Services . . . . . . . . . . . . . . . . . . . . . . . 22 nice_as_text_analysis Multidimensional Database . . . . . . . . . . . . . . . . . . . 22 Data Mart Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23

2
Installing the NICE Perform Database Suite 25
About the NICE Perform Database Suite . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Installing the NICE Perform Database Suite Software . . . . . . . . . . . . . . . . . 27

Contents NICE Perform Release 3: NICE Perform Databases Installation Guide

3
Installing the nice_as_text_analysis Database 37
About the nice_as_text_analysis Database . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Installing the nice_as_text_analysis Database . . . . . . . . . . . . . . . . . . . . . . . 38

4
Configuring the NICE Perform Database Suite 45
Configuring the NICE Perform Database Suite in the System Administrator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Creating Links Between the Databases . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49

5
Configuring the nice_as_text_analysis Database 51
Configuring the nice_as_text_analysis Database in the System Administrator. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52

A
Uninstalling the NICE Perform Database Suite Databases 57

B
Uninstalling the nice_as_text_analysis Database 63

C
Using the NICE Database Utilities 69
Running the DBAgnose Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 Running the DBSpace Utility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 72

D
Analysis Services Definitions 75
Defining the SQL Server Analysis Services Service . . . . . . . . . . . . . . . . . . . 76 Defining the Local System Account . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77

Contents NICE Perform Release 3: NICE Perform Databases Installation Guide

E
Creating Domain Users and Assigning Privileges 79
Setting up a Domain User on the Active Directory . . . . . . . . . . . . . . . . . . . . 80 Creating a Domain User on the Active Directory . . . . . . . . . . . . . . . . . . . . . 80 Assigning Privileges to the Domain User on the Active Directory . . . . . . . . 83 Setting up the Domain User on the Domain Client Computer . . . . . . . . . . . 87 Assigning Privileges to the Domain User on the Domain Client Computer . . 87 Updating Privileges of the Domain User on the Domain Client Computer . . 89 Verifying NT Authentication Security Settings . . . . . . . . . . . . . . . . . . . . . . . 91

Index

93

Contents NICE Perform Release 3: NICE Perform Databases Installation Guide

Blank page for double-sided printing.

1
Introduction
This manual describes the procedures for installing and configuring all NICE Perform databases on their respective servers.

Contents

Database Names and Descriptions............................................................................... 10 Setting up the Servers ................................................................................................... 11 Reindex Table Job .......................................................................................................... 21 Calculating Database Size ............................................................................................. 21 Language Settings ......................................................................................................... 22 Microsoft SQL Server 2005 Analysis Services ............................................................ 22 Workflow.......................................................................................................................... 23

Chapter 1: Introduction NICE Perform Release 3: NICE Perform Databases Installation Guide

Database Names and Descriptions

Database Names and Descriptions

The following tables list all the databases included in the NICE Perform Database Suite:
Table 1-1: Required Databases Database nice_admin Description The Administration database. Contains information such as all user/agent details, administrative settings, and privileges. Information from the Users Administrator and System Administrator are stored in this database. Contains a record of actions in the system for use by the Audit Trail in Business Analyzer. For example, agent login and report requests. Contains Audio Analysis information. The Interactions database. Stores identifying information about each interaction. For example, Start time and agent ID. The actual recordings are stored on the Loggers. This database must link to all the other databases for Query searches. Contains information from the Rules Manager.

nice_audit

nice_ca nice_interactions

nice_rule

Table 1-2: Optional Component Databases Database nice_crypto nice_cti_analysis nice_dw nice_ib nice_pbs_data nice_qa nice_reporter nice_screen_sense nice_storage_center Description Serves as a repository for encryption keys for the NICE Key Storage Manager (KSM) application. Contains information from your switch used by Business Analyzer and not included in the nice_interactions database. Required for use with Data Mart. Used in Financial Trading Floor (Compliance) configurations only. Required for use with the Playback Server. Required for use with Coaching and Clips in the Business Analyzer. Contains information for the Reporter. Required for use with ScreenSense. Required for use with Storage Center.

NOTE: In addition, NICE Perform also uses the nice_as_text_analysis database, which is not part of the Database Suite. see Chapter 3, Installing the nice_as_text_analysis Database on page 37.

Chapter 1: Introduction NICE Perform Release 3: NICE Perform Databases Installation Guide

10

Setting up the Servers

Setting up the Servers

The NICE Perform Database Suite is installed on the NICE Perform Database Server. In addition, depending on your sites demands and configuration, it may be necessary to install some NICE Perform databases on other servers. The following sections apply to all servers used for NICE Perform databases:

Requirements (see page 11) Verifying Windows NT Authentication Configurations (see page 12) Setting up the Microsoft SQL Server 2005 (see page 15) Setting up the SNMP Service (see page 15)

Requirements
IMPORTANT When your site uses a domain network configuration, the Database Server login user name must be included in the Administrator's group in the Domain Controller.

Hardware and Software Requirements

For the software and hardware requirements of the NICE Perform Database Server, and of all other NICE Perform servers, refer to the NICE Perform Certified Servers Guide.

Chapter 1: Introduction NICE Perform Release 3: NICE Perform Databases Installation Guide

11

Setting up the Servers

Verifying Windows NT Authentication Configurations

The NICE Perform Database Suite can use either SQL Authentication or Windows NT Authentication. However, due to its superior security features, it is recommended to use Windows NT Authentication.
IMPORTANT If your site includes the nice_as_text_analysis database, which is used for NICE Performs Analytics feature, you must use NT Authentication for all servers.

When using NT Authentication, you must first create two Domain Users (also called NT Users or Operating System Users). One Domain User is used for NICE services while the second Domain User is used for the SQL services.
IMPORTANT

You must create these two Domain Users and assign all necessary configurations before you install the NICE Perform databases. To create the Domain Users and/or assign the privileges required by NICE Systems, refer to Appendix E, Creating Domain Users and Assigning Privileges on page 79. The two Domain Users must have full local administrator privileges.

The NICE Auto Setup for Microsoft SQL Server 2005 automatically assigns the privileges to the appropriate services. The NICE Perform databases then use the two Domain Users as follows:

Domain User for NICE Services - this User is used to run all NICE services on the NICE Perform Application Server. To be sure the Domain User for NICE Services is configured correctly, verify that the name of the domain and the Domain User appear in the Log On As column for each NICE service (refer to Figure 1-1).

Chapter 1: Introduction NICE Perform Release 3: NICE Perform Databases Installation Guide

12

Setting up the Servers

Figure 1-1

Computer Management Window - Application Server - Nice Services

Log On As Column

Nice Services

Domain User for SQL Services - this User is used to run the following SQL services:

SQL Server (MSSQLSERVER) SQL Server Agent (MSSQLSERVER) SQL Server Browser SQL Server Integration Services

In addition, if you use NICE Performs Analytics feature, this User is also used to run the following SQL service:

SQL Server Analysis Services (MSSQLSERVER)

To be sure the Domain User for NICE Services is configured correctly, verify that the name of the domain and the Domain User appear in the Log On As column for each of the above SQL services (refer to Figure 1-2)

Chapter 1: Introduction NICE Perform Release 3: NICE Perform Databases Installation Guide

13

Setting up the Servers

Figure 1-2

Computer Management Window - Application Server - SQL Services

Log On As Column

SQL Services

NOTE: If you use the same NT account for both Users, the SQL Server Services User is automatically assigned sysadmin security privileges.

Chapter 1: Introduction NICE Perform Release 3: NICE Perform Databases Installation Guide

14

Setting up the Servers

Setting up the Microsoft SQL Server 2005

All NICE Perform databases use the Microsoft SQL Server 2005. For detailed SQL Server 2005 installation and configuration procedures, as well as other related information, refer to the Microsoft SQL 2005 for NICE Perform Guide.

Setting up the SNMP Service

Setting up the SNMP Service on the Database Server running on the Windows 2003 operating system includes the following procedures:

Installing the SNMP Service (see page 15) Defining the SNMP Trap (see page 16)

Installing the SNMP Service

Use this procedure to add the SNMP service and SNMP Traps service to your Windows components. Then you must configure the SNMP service. To add SNMP services, you must have access to the I386 directory from the OS installation CD-ROM.
To install the SNMP services: 1. From the Control Panel, select Add/Remove Programs. 2. Click the Add/Remove Windows Components icon.

The Windows Components wizard starts.

Figure 1-3 Windows Components Wizard

3. Mark the Management and Monitoring Tools checkbox. This component adds the SNMP

service and SNMP Traps service.

Chapter 1: Introduction NICE Perform Release 3: NICE Perform Databases Installation Guide

15

Setting up the Servers

4. Click the Details button. The Management and Monitoring Tools window appears.
Figure 1-4 Management and Monitoring Tools Window

5. Mark the Simple Network Manager Protocol checkbox, and click OK. 6. Click Next. 7. At the prompt, insert the OS installation CD in your CD-ROM drive or point to the location of

the I386 system directory files. The SNMP service and the SNMP Traps service are installed.
8. Click Finish.

You must now configure the SNMP service.

Defining the SNMP Trap

Some sites use the default community names for the SNMP service:

public (for read-only) admin (for read-write)

If your site uses customized community names, you must configure the monitored servers and the NMS servers with the identical community names.
To configure the SNMP service: 1. From the Control Panel, choose Administrative Tools > Services. The Services window

appears.
2. Right-click on the SNMP service and choose Properties.

The SNMP Service Properties window (General tab) appears.

Chapter 1: Introduction NICE Perform Release 3: NICE Perform Databases Installation Guide

16

Setting up the Servers

Figure 1-5

SNMP Service Properties Window - General Tab

3. In the Startup type drop-down list, choose Automatic. 4. Click the Log On tab.

Skip this step for a Storage Center server.

NOTE: For a Storage Center server, the parameters in the Log On tab should not be configured since they will be configured automatically during the Storage Center installation. The username defined during the Storage Center installation is defined as the Log On account user. You can verify the parameters after the installation.
Figure 1-6 SNMP Service Properties Window - Log On Tab

Chapter 1: Introduction NICE Perform Release 3: NICE Perform Databases Installation Guide

17

Setting up the Servers

Configure as follows (for all servers except the Storage Center server):
a.

Select Local System Account.

b. Then, mark the Allow service to interact with desktop checkbox. 5. Click the Recovery tab.
Figure 1-7 SNMP Service Properties Window - Recovery Tab

6. Choose Restart the Service for all three response fields.

Chapter 1: Introduction NICE Perform Release 3: NICE Perform Databases Installation Guide

18

Setting up the Servers

7. Click the Traps tab.

Figure 1-8 SNMP Service Properties Window - Traps Tab

8. In the Community Name field, type public (in lower case letters). 9. Define the IP address of the NMS server where trap messages will be sent, as follows: a.

In the Trap Destinations area, click Add.

b. In the displayed window, type the IP address of the NMS server and click Add. The IP address appears in the Trap Destinations area.

Chapter 1: Introduction NICE Perform Release 3: NICE Perform Databases Installation Guide

19

Setting up the Servers

10. Click the Security tab.

Figure 1-9 SNMP Service Properties Window - Security Tab

Confirm that:

a.

The Send authentication trap checkbox is unmarked. In the Accepted community names area, public appears with Read Only privileges.

11. Add admin as a Community Name with Read-Write privileges, as follows:

In the Accepted community names area, click Add. The SNMP Service Configuration window appears.
SNMP Service Configuration Window

Figure 1-10

b. In the Community rights field, select Read Write. c.

In the Community Name field, type admin (in lower case letters). area.

d. Click Add. The community name admin appears in the Accepted community names

Chapter 1: Introduction NICE Perform Release 3: NICE Perform Databases Installation Guide

20

Reindex Table Job

12. Select Accept SNMP packets from any host . (Localhost appears in the list.)

IMPORTANT If your site uses customized community names, you must change public and admin to the appropriate community name. 13. In the SNMP Service Properties window, click Apply. Then click OK. 14. Restart the SNMP service.

Reindex Table Job

IMPORTANT While the Reindex Table job is running, the NICE Perform Database Suite does not archive new calls. Read the following section carefully.

The NICE Perform Database installation program automatically creates an SQL Server Agent job called Reindex Table. This job is critical for maintaining proper system performance. Since the NICE Perform Database Suite does not archive calls while the Reindex Table job is running, the job is defined by default to run every Sunday morning at 02:00 (2 am), when activity at most sites is quiet. If the default time is not suitable for the needs of your site, you must define a different, more convenient time.
IMPORTANT It is recommended to run the Reindex Table job once every week. To run the job less often will have adverse effects on your systems performance; you should not define the job to run less than once a month.

If your site is in continuous use with no opportunity to run the Reindex Table job, contact NICE Systems Customer Services.
NOTE: The running time of the Reindex Table job depends on both the size and amount of activity on the site, and therefore varies from site to site.

Calculating Database Size

NICE Systems provides an Excel spreadsheet named DatabaseSizeCalculator.xls that enables you to determine the space required for each database in the NICE Perform Database Suite.

Chapter 1: Introduction NICE Perform Release 3: NICE Perform Databases Installation Guide

21

Language Settings

Language Settings
All NICE Perform servers must run on an English-language operating system. Workstations (clients) may run on an English-language operating system or on any localized language approved by NICE Systems.

Microsoft SQL Server 2005 Analysis Services

If you want to use NICE Performs Analytics feature, you must first enable the SQL Server 2005 Analysis Services. You can enable the SQL Analysis Services while installing SQL Server 2005 using either the NICE SQL Auto Setup 2005 or the standard manual installation. For full details refer to the Microsoft SQL 2005 for NICE Perform Guide. In addition, you can also enable the SQL Analysis Services by defining the Start Mode of the SQL Server Analysis Services service as Automatic (see Appendix D, Analysis Services Definitions on page 75). Only after enabling the SQL Analysis Services can you install the nice_as_text_analysis database on the SQL Analysis Services.

nice_as_text_analysis Multidimensional Database

The nice_as_text_analysis database is installed on the SQL Server 2005 Analysis Services and is used in conjunction with the NICE Perform ClearSight application. The cube in the nice_as_text_analysis database provides analytic capabilities for ClearSight. You install the nice_as_text_analysis database on the Data Mart Server.
NOTE: The nice_as_text_analysis database is the only database in the NICE Perform Database Suite that is a multidimensional database; all other databases are relational databases.

Data Mart Server

To improve system performance, especially in systems with very large databases, you install the nice_as_text_analysis database together with the nice_dw database and the nice_reporter database on a dedicated server, called the Data Mart Server. Therefore, in sites that include both the Database Server and the Data Mart Server, you must run the NICE SQL Auto Setup 2005 twice, once on the Database Server, and once on the Data Mart Server. However, you enable Analysis Services only on the Data Mart Server; the nice_as_text_analysis database is the only database that runs on the SQL Server 2005 Analysis Services.
IMPORTANT You must install the nice_as_text_analysis database on the same computer that you installed the nice_dw and nice_reporter databases.

Chapter 1: Introduction NICE Perform Release 3: NICE Perform Databases Installation Guide

22

Workflow

Workflow
Use the following workflow to install and configure the NICE Perform databases:

Procedure

Refer to...
See Microsoft SQL Server 2005 Guide for NICE Perform

Install Microsoft SQL Server 2005

Install NICE Perform Database Suite

See Chapter 2, Installing the NICE Perform Database Suite on page 25

Install nice_as_text_analysis Database

(for NICE Perform Analytics only)

See Chapter 3, Installing the nice_as_text_analysis Database on page 37

Install NICE Perform Application Suite

See NICE Perform Application Suite Installation Guide

Configure NICE Perform Database Suite

See Chapter 4, Configuring the NICE Perform Database Suite on page 45

Configure nice_as_text_analysis Database

(for NICE Perform Analytics only)

See Chapter 5, Configuring the nice_as_text_analysis Database on page 51

Chapter 1: Introduction NICE Perform Release 3: NICE Perform Databases Installation Guide

23

Blank page for double-sided printing.

2
Installing the NICE Perform Database Suite
This chapter describes the procedures for installing the NICE Perform Database Suite on the NICE Perform Database Server.

Contents

About the NICE Perform Database Suite...................................................................... 26 Installing the NICE Perform Database Suite Software ................................................ 27

Chapter 2: Installing the NICE Perform Database Suite NICE Perform Release 3: NICE Perform Databases Installation Guide

25

About the NICE Perform Database Suite

About the NICE Perform Database Suite

The NICE Perform Database Suite installation program installs the databases required in all configurations of NICE Perform Release 3: The NICE Perform Database Suite installation program installs the following five mandatory databases required in all configurations of NICE Perform Release 3:

nice_admin nice_audit nice_ca nice_interactions nice_rule

In addition, you use the NICE Perform Database Suite installation program to install the databases of the following optional components:

nice-crypto nice_cti_analysis nice_dw nice_ib nice_pbs_data nice_qa nice_reporter nice_screen_sense nice_storage_center

NOTE: For a description of each of the above databases, see Database Names and Descriptions on page 10. IMPORTANT The nice_as_text_analysis database is not part of the NICE Perform Database Suite; it is installed separately. To install the nice_as_text_analysis database, see Chapter 3, Installing the nice_as_text_analysis Database on page 37

Chapter 2: Installing the NICE Perform Database Suite NICE Perform Release 3: NICE Perform Databases Installation Guide

26

Installing the NICE Perform Database Suite Software

Installing the NICE Perform Database Suite Software

You install the NICE Perform Database Suite software directly from the NICE Perform Database Suite Installation CD.
To install the NICE Perform Database Suite: 1. Insert the NICE Perform Database Suite Installation CD in the CD-ROM drive. 2. Navigate to and double-click DBSetup.msi.

The NICE Perform Database Suite Setup Wizard starts.

Figure 2-1 NICE Perform Database Suite Welcome Window

3. Click Next.

The Select Installation Folder window appears.

Chapter 2: Installing the NICE Perform Database Suite NICE Perform Release 3: NICE Perform Databases Installation Guide

27

Installing the NICE Perform Database Suite Software

Figure 2-2

Select Installation Folder window

4. It is recommended to install the database on the D:\ drive; in the Folder field, change the drive to D:\. If you want to install the database in any other folder, click Browse, and navigate to the

desired folder. Under Install NICE Database Suite..., select Everyone.

5. Click Next.

The Confirm Installation window appears.

6. Click Next.

The installation program installs the files.

7. Upon completion, the Database Type Installation window appears.
Figure 2-3 Database Type Installation Window

Chapter 2: Installing the NICE Perform Database Suite NICE Perform Release 3: NICE Perform Databases Installation Guide

28

Installing the NICE Perform Database Suite Software

8. Select SQL Relational Databases, and click OK.

The SQL Server Connection Properties window appears.

Figure 2-4 SQL Server Connection Properties Window

9. Select either Windows (NT) Authentication or SQL Server Authentication. 10. If you selected Windows (NT) Authentication, the Connect Using fields are disabled. Click Next and continue with step 13. 11. If you selected SQL Server Authentication, the default SQL instance appears in the Server

field. If you want to connect to an instance other than the default instance, type the instance name in the Server field.
NOTE: To define an SQL instance other than the default instance, use either the local host or the local server name using the following syntax: (name)\nnnn in which nnnn is the instance name. 12. Type your password in the Password field, and click Next. NOTE: By default, the sa User password is blank. It is highly recommended to define a unique sa User password for your site. However, if you did not define a unique sa User password, leave the Password field blank. 13. The SQL Server Connection Properties window appears.

Chapter 2: Installing the NICE Perform Database Suite NICE Perform Release 3: NICE Perform Databases Installation Guide

29

Installing the NICE Perform Database Suite Software

Figure 2-5

SQL Server Connection Properties Window

14. Select either SQL Authentication or NT Authentication. 15. If you selected SQL Authentication, the Accounts and Domain fields are disabled. Click Next and continue with step 18. 16. If you selected NT Authentication, enter the following information (for more details

regarding NT Authentication, see Verifying Windows NT Authentication Configurations on page 12):

User Account User Domain The name of the NT User on the Database Server for whom you assigned Log On As privileges for the Nice Services. The name of the domain on the Database Server to which the User, for whom you assigned Log On As privileges for the Nice Services, belongs. The name of the NT User on the Application Server for whom you assigned Log On As privileges for the SQL System Administrator (sysadmin) role. The name of the domain on the Application Server to which the User, for whom you assigned Log On As privileges for the SQL SQL System Administrator (sysadmin) role, belongs.

System Admin Account System Admin Domain

17. Click Next. 18. The NICE Applications Environment window appears.

Chapter 2: Installing the NICE Perform Database Suite NICE Perform Release 3: NICE Perform Databases Installation Guide

30

Installing the NICE Perform Database Suite Software

Figure 2-6

NICE Applications Environment Window

19. From Choose the Environment drop-down list, choose one of the following: Call Center FTF Hybrid Installs databases necessary for Contact Center (Enterprise) configurations. Installs databases necessary for Financial Trading Floor (Compliance Suite) configurations. Installs databases necessary for both Contact Center (Enterprise) and Financial Trading Floor (Compliance Suite) configurations.

20. Click OK.

The Database Properties window appears.

Chapter 2: Installing the NICE Perform Database Suite NICE Perform Release 3: NICE Perform Databases Installation Guide

31

Installing the NICE Perform Database Suite Software

Figure 2-7

Database Properties Window

Chapter 2: Installing the NICE Perform Database Suite NICE Perform Release 3: NICE Perform Databases Installation Guide

32

Installing the NICE Perform Database Suite Software

IMPORTANT If you install the Data Mart on a dedicated server, you must install the nice_dw and nice_reporter databases together with the nice_as_text_analysis database on the dedicated Data Mart Server. Therefore you run the NICE Perform Database Suite Setup three times:

First time to install the NICE Perform Database Suite on the Database Server. Second time to install the nice_dw and nice_reporter databases on the Data Mart Server. Third time to install the nice_as_text_analysis database on the Data Mart Server, as explained in the next chapter (Installing the nice_as_text_analysis Database on page 37).

FOR ALL OTHER CONFIGURATIONS, YOU MUST INSTALL ALL THE DATABASES ON THE DATABASE SERVER.
21. In the Is this a multi-site system installation, select either No or Yes. 22. If you selected Yes, the Site type field becomes enabled.

Select either Master or Secondary.

23. The default path to the SQL Database appears in the Data Files Location and the Log Files Location fields. If you installed your SQL database in any other location, enter the path to the relevant folder in the Data Files Location and the Log Files Location fields respectively. Verify that the databases you want to install are marked in the Database column. NOTE: If you have installed an earlier version of the NICE Perform Database Suite, the installation program automatically detects the existing version and Upgrade appears instead of Install in the Action column (see Figure 2-7 above). It is recommended to upgrade the databases to the new version. However, if you do not want to upgrade one or more databases, unmark the corresponding checkbox. 24. The Database Suite installation program provides the Size Calculator utility that

automatically defines the optimum size for both the data file and the log file for each of the following databases:

nice_interactions nice_ca nice_cti_analysis

25. If you want to use the Size Calculator utility, continue with steps 26 to 28. If you want to

modify the data size or the log size of any of these three or any other databases manually, continue with step 30. If you do not want to change the size of any of the databases, continue with step 33.
26. To define the optimum size of the nice_interactions, nice_ca, and/or the nice_cti_analysis databases, in the Database Properties window, click the Calculate button (see Figure 2-7).

The Databases Size Calculator window appears.

Chapter 2: Installing the NICE Perform Database Suite NICE Perform Release 3: NICE Perform Databases Installation Guide

33

Installing the NICE Perform Database Suite Software

Figure 2-8

Databases Size Calculator Window

27. In the Calls Per Day field, choose the average number of calls you expect your site to handle

each day. In the Number of Agents field, choose the number of agents located at your site. In the Retention Months field, choose the number of months you want to retain the data in your database.
28. Click OK.

The Database Properties window reappears with the databases automatically defined according to their optimum size.
29. If you want to manually modify the data size or the log size of any other databases, continue

with step 30. Otherwise, continue with step 33.

NOTE: The utility automatically defines the size of the SQL Log file as 20% of the size of the SQL Data file. 30. To change the size of the data file or the log file for any of the databases, in the Database Properties window, click the Modify Size button (see Figure 2-7 on page 32).

The Modify Size window appears.

Figure 2-9 Modify Size Window

Chapter 2: Installing the NICE Perform Database Suite NICE Perform Release 3: NICE Perform Databases Installation Guide

34

Installing the NICE Perform Database Suite Software

31. Enter the desired data and/or log size for the selected database. NOTE: NICE Systems strongly recommends that you define the size of the SQL log file as 20% of the size of the SQL data file. 32. Click OK.

The Database Properties window reappears.

33. Click Next.

The Installation Progress window appears.

Figure 2-10 Installation Progress Window

34. Click Install.

The installation program installs the selected databases on the Database Server.
NOTE: Small databases usually take 10 to 15 minutes to install; large databases could take several hours. 35. Upon completion, the Installation Complete window appears.

Chapter 2: Installing the NICE Perform Database Suite NICE Perform Release 3: NICE Perform Databases Installation Guide

35

Installing the NICE Perform Database Suite Software

Figure 2-11 Installation Complete Window

36. Click Close to complete the database installation. TIP: After completing the installation, it is recommended to verify that all the databases you marked in the Databases Properties window (see Figure 2-7 on page 32) appear in the database list in the SQL Server Management Studio.

IMPORTANT If, for any reason, it should be necessary to uninstall any or all of the databases in the NICE Perform Database Suite from the Database Server, use only the uninstall procedures described in Appendix A, Uninstalling the NICE Perform Database Suite Databases on page 57.

Chapter 2: Installing the NICE Perform Database Suite NICE Perform Release 3: NICE Perform Databases Installation Guide

36

3
Installing the nice_as_text_analysis Database
This chapter describes the procedures for installing the nice_as_text_analysis database.
NOTE: For full details pertaining to interaction analytics installation and configurations, the Interaction Analytics Installation Guide.

Contents

About the nice_as_text_analysis Database .................................................................38 Installing the nice_as_text_analysis Database ............................................................ 38

Chapter 3: Installing the nice_as_text_analysis Database NICE Perform Release 3: NICE Perform Databases Installation Guide

37

About the nice_as_text_analysis Database

About the nice_as_text_analysis Database

The nice_as_text_analysis database is installed on the SQL Server 2005 Analysis Services and is used in conjunction with the NICE Perform ClearSight application. To improve system performance, especially in systems with very large databases, you install the nice_as_text_analysis database together with the nice_dw database and the nice_reporter database on a dedicated server, called the Data Mart Server. Therefore, in sites that include both the Database Server and the Data Mart Server, you must run the NICE SQL Auto Setup 2005 twice, once on the Database Server, and once on the Data Mart Server. However, you enable Analysis Services only on the Data Mart Server; the nice_as_text_analysis database is the only database that runs on the SQL Server 2005 Analysis Services.
IMPORTANT You must install the nice_as_text_analysis database on the same computer that you installed the nice_dw and nice_reporter databases. NOTE: The nice_as_text_analysis database uses only Windows NT authentication. For more details, see Verifying Windows NT Authentication Configurations on page 12.

Installing the nice_as_text_analysis Database

You install the nice_as_text_analysis database directly from the NICE Perform Database Suite Installation CD.
To install the nice_as_text_analysis database: 1. Insert the NICE Perform Database Suite Installation CD in the CD-ROM drive. 2. Navigate to and double-click DBSetup.msi.

The NICE Perform Database Suite Setup Wizard starts.

Chapter 3: Installing the nice_as_text_analysis Database NICE Perform Release 3: NICE Perform Databases Installation Guide

38

Installing the nice_as_text_analysis Database

Figure 3-1

NICE Perform Database Suite Welcome Window

3. Select Repair NICE Database Suite and click Finish.

The Database Type Installation window appears.

Figure 3-2 Database Type Installation Window

4. Select Multidimensional Databases.

Chapter 3: Installing the nice_as_text_analysis Database NICE Perform Release 3: NICE Perform Databases Installation Guide

39

Installing the nice_as_text_analysis Database

Figure 3-3

Database Type Installation Window

5. Click OK.

The Database Details window appears.

Figure 3-4 Database Details Window

Chapter 3: Installing the nice_as_text_analysis Database NICE Perform Release 3: NICE Perform Databases Installation Guide

40

Installing the nice_as_text_analysis Database

6. If you are using a Domain environment, type the following information in the Account Definition area: Account The name of the NT User on the Data Mart Server for whom you defined Log On As privileges for the SQL Server Analysis Services. The name of the domain on the Data Mart Server to which the User, for whom you defined Log On As privileges for the SQL Server Analysis Services, belongs.

Domain

Continue with step 8.

7. If you are not using a Domain environment, type the following information in the Account Definition area: NOTE: The nice_as_text_analysis database uses only Windows NT authentication. For more details, see Verifying Windows NT Authentication Configurations on page 12. Account Domain The name of the Local System Administrator account of the Windows operating system. The name of the Data Mart Server.

8. Verify that the Computer name appears in the DM Name field in Data Mart Location area. IMPORTANT The nice_as_text_analysis database does not support multi instances. 9. Under Databases, mark the nice_as_text_analysis database. 10. Click Next.

The Installation Progress window appears.

Figure 3-5 Installation Progress Window

Chapter 3: Installing the nice_as_text_analysis Database NICE Perform Release 3: NICE Perform Databases Installation Guide

41

Installing the nice_as_text_analysis Database

11. Click Install.

The installation program installs the nice_as_text_analysis database on the Data Mart Server.
12. Upon completion, the Installation Complete window appears.
Figure 3-6 Installation Complete Window

13. Click Close to complete the database installation. TIP: After completing the installation, it is recommended to verify that the nice_as_text_analysis database appears in the database list in the SQL Server Management Studio under Microsoft Analysis Server > Databases, as in Figure 3-7 below.

Chapter 3: Installing the nice_as_text_analysis Database NICE Perform Release 3: NICE Perform Databases Installation Guide

42

Installing the nice_as_text_analysis Database

Figure 3-7

Microsoft SQL Server Management Studio

IMPORTANT If, for any reason, it should be necessary to uninstall the nice_as_text_analysis database, use only the uninstall procedures described in Appendix B, Uninstalling the nice_as_text_analysis Database on page 63.

Chapter 3: Installing the nice_as_text_analysis Database NICE Perform Release 3: NICE Perform Databases Installation Guide

43

Blank page for double-sided printing.

4
Configuring the NICE Perform Database Suite
After you install the NICE Perform databases, you install the NICE Perform Applications Suite, as described in the NICE Perform Applications Suite Installation Guide. You must then configure those databases in the NICE Perform System Administrator, which is part of the Applications Suite. This chapter describes the basic configuration procedures for the NICE Perform Database Suite; for full database customizations and management, refer to the NICE Perform System Administrators Guide. If your site uses NICE Performs Analytics feature, you must also configure the nice_as_text_analysis database. For details see Chapter 5, Configuring the nice_as_text_analysis Database on page 51.

Contents

Configuring the NICE Perform Database Suite in the System Administrator........... 46 Creating Links Between the Databases ..................................................................... 49

Chapter 4: Configuring the NICE Perform Database Suite NICE Perform Release 3: NICE Perform Databases Installation Guide

45

Configuring the NICE Perform Database Suite in the System Administrator

Configuring the NICE Perform Database Suite in the System Administrator

After installing the NICE Perform Database Suite, you install the NICE Perform Applications Suite. Since all data and definitions relating to NICE Perform components are saved in the databases, you must configure the NICE Perform Database Suite in the System Administrator before you configure any of the components.
Information required for each Database Server in this procedure:

The host name of the computer on which the Database Server is installed. The NICE Perform databases that are installed on that server. A meaningful Database Server name. This name is used only within the NICE Perform Applications.

To define the Database Server: 1. Open the System Administrator, as follows: a.

Log in to the NICE Perform Applications Suite.

b. From the Accessories menu, choose System Administrator.

Figure 4-1 Accessories Menu

The System Administrator appears with a list of NICE components under the Site branch in the Organization tree. To add components in the System Administrator, you must work in Technician Mode.
2. In the Organization Tree, select the Organization branch. Then mark Technician Mode and

click Save
Figure 4-2

.
Organization Branch

3. In the Organization tree, select the Database Servers branch.

Chapter 4: Configuring the NICE Perform Database Suite NICE Perform Release 3: NICE Perform Databases Installation Guide

46

Configuring the NICE Perform Database Suite in the System Administrator

Figure 4-3

System Administrator, Database Servers Branch

4. From the Actions menu, choose New Database Server. The Add Database Server Wizard

starts.
Figure 4-4 SQL Server Add Wizard

For NT authentication, the Security Settings area is disabled

5. Type the Database Server Name and the Host Name of the computer where it is installed. 6. For environments with SQL authentication, in the Security Settings area, type the nice sa password and the nice password of the SQL server. -or-

For environments with NT authentication, the Windows Login ID is used. You do not have to supply a password.
7. Click

The General tab of the Database Server details appears.

Chapter 4: Configuring the NICE Perform Database Suite NICE Perform Release 3: NICE Perform Databases Installation Guide 47

Configuring the NICE Perform Database Suite in the System Administrator

Figure 4-5

General Tab

8. Mark the databases that reside on this server. TIP: Select a database and its size appears in the Database Size area.

9. Click Save

10. Repeat this procedure for each Database Server. 11. There must be a link between the nice_interactions database and all other databases. Databases that reside on the same SQL instance as the nice_interactions database do not

require a separate link. If you have more than one database server, or if all the databases do not reside on the same instance as the nice_interactions database, you must now create links between the Interaction database and all other databases. To create links, continue with Creating Links Between the Databases on page 49.

Chapter 4: Configuring the NICE Perform Database Suite NICE Perform Release 3: NICE Perform Databases Installation Guide

48

Configuring the NICE Perform Database Suite in the System Administrator

Creating Links Between the Databases

The nice_interactions database must have direct access to all databases in your system. Links must be created to all databases that do not reside on the same database server as the Interactions database.
NOTE: The Links tab is active for the nice_interactions database only.

To create links between databases: 1. In the Organization tree, select the Database Server that includes the Interaction database and click the Links tab. The Linked Servers appear.
Figure 4-6 System Administrator - Database Server, Links Tab

2. For each database that does not reside on the same server as the nice_interactions database,

do the following:
a.

Click

. The SQL Server Link window appears.

SQL Server Link Window

Figure 4-7

b. Select the databases Link Name and SQL Server. Then click c.

Repeat Step 2 for each database that needs to be linked. .

3. Click Save

Chapter 4: Configuring the NICE Perform Database Suite NICE Perform Release 3: NICE Perform Databases Installation Guide

49

Blank page for double-sided printing.

5
Configuring the nice_as_text_analysis Database
After installing the nice_as_text_analysis database, you must configure it in the NICE Perform System Administrator.
NOTE: Before configuring the nice_as_text_analysis database, you must first set up and configure the Data Mart in the NICE Perform System Administrator. For full details see the Reporter and Data Mart Installation Guide.

Contents

Configuring the nice_as_text_analysis Database in the System Administrator ...... 52

Chapter 5: Configuring the nice_as_text_analysis Database NICE Perform Release 3: NICE Perform Databases Installation Guide

51

Configuring the nice_as_text_analysis Database in the System Administrator

Configuring the nice_as_text_analysis Database in the System Administrator

If you want to use NICE Performs Analytics feature, you must first do the following:

Enable the SQL Analysis Services. You enable the SQL Analysis Services when you install SQL Server 2005 using either the NICE SQL Auto Setup or the standard Microsoft manual installation. You can also enable SQL Analysis Services after installing the SQL Server by defining the SQL Analysis Services as a service. For details, refer to Microsoft SQL Server 2005 for NICE Perform. Install the nice_as_text_analysis database. The nice_as_text_analysis database is installed on the SQL Server 2005 Analysis Services and is used in conjunction with the NICE Perform ClearSight application. The nice_as_text_analysis database uses cubes to provide analytic capabilities for ClearSight. You install the nice_as_text_analysis database on the Data Mart Server.
NOTE:

You can install only one Analysis Services database on one Data Mart Server. The nice_as_text_analysis database is the only database in the NICE Perform Database Suite that is a multidimensional database; all other databases are relational databases.

To configure Analysis Services: 1. Open the System Administrator, as follows: a.

Log in to the NICE Perform Applications Suite.

b. From the Accessories menu, choose System Administrator.

The System Administrator appears with a list of NICE components under the Site branch in the Organization tree. To add components in the System Administrator, you must work in Technician Mode.
2. Set the System Administrator to Technician Mode: a.

In the Organization Tree, select the Organization branch.

b. Mark Technician Mode and click Save

.
52

Chapter 5: Configuring the nice_as_text_analysis Database NICE Perform Release 3: NICE Perform Databases Installation Guide

Configuring the nice_as_text_analysis Database in the System Administrator

3. In the Organization Tree, choose Master Site > Data Marts.

Figure 5-1 System Administrator - Organization Tree

4. Choose your Data Mart Server, and in the right-click menu choose Add Analysis Server.
Figure 5-2 Right-click Menu

The New Analysis Server Wizard appears.

Figure 5-3 New Analysis Server Wizard

5. Enter the following information: a.

In the Analysis Server Name field, type a name for your Analysis Services.

Chapter 5: Configuring the nice_as_text_analysis Database NICE Perform Release 3: NICE Perform Databases Installation Guide

53

Configuring the nice_as_text_analysis Database in the System Administrator

b. In the Analysis Server Location field, type the Data Mart Server name or the Data Mart

Server IP address.
NOTE: You can change the Analysis Server name or location at any time. 6. Click OK.

The Analysis Server Identity window appears displaying the new Analysis Services database.
Figure 5-4 System Administrator - General Tab

7. The Cubes area appears empty. It will remain empty until the first time the Analysis Services cubes are populated. The Last Process Data column lists the last time the Analysis Services

cubes were populated.

8. Click the Monitor tab.

Chapter 5: Configuring the nice_as_text_analysis Database NICE Perform Release 3: NICE Perform Databases Installation Guide

54

Configuring the nice_as_text_analysis Database in the System Administrator

Figure 5-5

System Administrator - Monitor Tab

9. The SQL Jobs area lists the name(s) of the SQL job(s) that populate/repopulate the Analysis

Services cubes. The functions of the buttons located in the SQL Jobs area are as follows: Button Name
Refresh button Disable button Run button Stop button Schedule button

Function Refreshes the display of the Monitor window. Disables/enables the selected SQL job. Starts the selected SQL job. Stops the selected SQL job. Enables you to define schedules for the selected SQL job (see step 11 for details).

10. The SQL Job History area displays a list of the jobs that were previously run. 11. To define or change the schedule of an SQL job, select the SQL job in the SQL Jobs area, and click the Schedule button.

The Edit Schedule window appears.

Chapter 5: Configuring the nice_as_text_analysis Database NICE Perform Release 3: NICE Perform Databases Installation Guide

55

Configuring the nice_as_text_analysis Database in the System Administrator

Figure 5-6

Edit Schedule Window

12. Make the desired changes and click OK. NOTE: By default, the SQL job is scheduled to run every 24 hours at 2:00 in the morning.

Chapter 5: Configuring the nice_as_text_analysis Database NICE Perform Release 3: NICE Perform Databases Installation Guide

56

A
Uninstalling the NICE Perform Database Suite Databases
This Appendix describes the procedures for uninstalling the contents and/or one or more of the NICE Perform Database Suite databases. To uninstall the nice_as_text_analysis database, see Appendix B, Uninstalling the nice_as_text_analysis Database on page 63. For installation procedures, refer to Chapter 2, Installing the NICE Perform Database Suite on page 25.
WARNING When you uninstall one or more of the databases, you lose all data archived in that database (see Warning on page 59). IMPORTANT The uninstall program allows you to delete either the data or the entire database of one or more NICE Perform databases. However, in order to maintain database integrity, it is highly recommended to always uninstall all NICE Perform databases.

To uninstall NICE Perform Database Suite database(s): 1. In the Start menu, choose Settings > Control Panel > Add/Remove Programs.

The Add/Remove Programs window appears.

Appendix A: Uninstalling the NICE Perform Database Suite Databases NICE Perform Release 3: NICE Perform Databases Installation Guide

57

Figure A-1 Add/Remove Programs Window

2. Choose NICE Database Suite, and click the Remove button.

The Add/Remove Programs - Confirmation window appears.

Figure A-2 Add/Remove Programs - Confirmation Window

3. Click Yes.

The NICE Database Suite - Uninstall Type window appears.

Appendix A: Uninstalling the NICE Perform Database Suite Databases NICE Perform Release 3: NICE Perform Databases Installation Guide

58

Figure A-3 NICE Database Suite - Uninstall Type Window

NOTE: The option you select in the above window will affect only the database(s) you mark to delete in the Database Properties window (see Figure A-6 and step 12 on page 61). 4. If you want to remove the contents of the database and the database itself, select Complete removal of NICE Databases.

If you want to remove only the contents of the selected database, but not the database itself, select non-removal of NICE Databases.
WARNING When you select Complete removal of NICE Databases, the uninstall program deletes the contents of the selected database and the actual database itself. If you want to delete only the contents of the selected database, but leave the database itself intact, you must select non-removal of NICE Databases. 5. Click Next.

The Database Type window appears.

Figure A-4 Database Type Window

Appendix A: Uninstalling the NICE Perform Database Suite Databases NICE Perform Release 3: NICE Perform Databases Installation Guide

59

6. To delete one or more databases from the NICE Perform Database Suite, select SQL Relational Databases. If you want to delete the nice_as_text_analysis database only, see

Uninstalling the nice_as_text_analysis Database on page 63.

7. Click OK.

The SQL Server Connection Properties window appears.

Figure A-5 SQL Server Connection Properties Window

8. Select either Windows (NT) Authentication or SQL Server Authentication. 9. If you selected Windows (NT) Authentication, the Connect Using fields are disabled. Click Next. 10. If you selected SQL Server Authentication, the default SQL instance appears in the Server

field. If you want to connect to an instance other than the default instance, type the instance name in the Server field.
11. Type your password in the Password field, and click Next. NOTE: If you did not define a unique sa User password, leave the Password field blank.

The Databases Properties window appears.

Appendix A: Uninstalling the NICE Perform Database Suite Databases NICE Perform Release 3: NICE Perform Databases Installation Guide

60

Figure A-6 Databases Properties Window

12. Mark the database(s) you want to uninstall and click Next.

If any of the processes connected to the database(s) you marked to delete are running, the Running Processes window appears (see Figure A-7 and step 13). If there are no running processes, the uninstall program continues with step 15.
Figure A-7 Running Processes Window

List of Applications Currently Connected to the Selected Database

Appendix A: Uninstalling the NICE Perform Database Suite Databases NICE Perform Release 3: NICE Perform Databases Installation Guide

61

13. The Running Processes window lists applications currently connected to the selected database,

as in Figure A-7 above. You must disconnect all applications that appear in the Running Processes window before running the uninstall program. To disconnect an connected application, select the application and click the Kill Connection button.
WARNING If you run the uninstall program while an application is connected to the selected database(s), the uninstall program will not completely uninstall the database(s); you must then find and delete the remaining components manually. 14. Click Next. 15. The Uninstall Progress window appears.
Figure A-8 Uninstall Progress Window

16. Click Uninstall.

The uninstall program deletes the selected database(s).

17. Upon completion, the Successfully Completed window appears. Click OK. NOTE: It is recommended to verify that all the NICE Perform databases were deleted from the SQL Server. If any databases were not deleted, remove them manually.

Appendix A: Uninstalling the NICE Perform Database Suite Databases NICE Perform Release 3: NICE Perform Databases Installation Guide

62

B
Uninstalling the nice_as_text_analysis Database
This Appendix describes the procedures for uninstalling the nice_as_text_analysis multidimensional database. For installation procedures, refer to Chapter 3, Installing the nice_as_text_analysis Database on page 37).
To uninstall the nice_as_text_analysis database: 1. In the Start menu, choose Settings > Control Panel > Add/Remove Programs.

The Add/Remove Programs window appears.

Figure B-1 Add/Remove Programs Window

2. Choose NICE Database Suite, and click the Remove button.

The Add/Remove Programs - Confirmation window appears.

Appendix B: Uninstalling the nice_as_text_analysis Database NICE Perform Release 3: NICE Perform Databases Installation Guide 63

Figure B-2 Add/Remove Programs - Confirmation Window

3. Click Yes.

The NICE Database Suite - Uninstall Type window appears.

Figure B-3 NICE Database Suite - Uninstall Type Window

4. If you want to remove the contents of the database and the database itself, select Complete removal of NICE Databases.

If you want to remove only the contents of the selected database, but not the database itself, select non-removal of NICE Databases.
WARNING When you select Complete removal of NICE Databases, the uninstall program deletes the contents of the selected database and the actual database itself. If you want to delete only the contents of the selected database, but leave the database itself intact, you must select non-removal of NICE Databases. 5. Click Next.

The Database Type Installation window appears.

Appendix B: Uninstalling the nice_as_text_analysis Database NICE Perform Release 3: NICE Perform Databases Installation Guide

64

Figure B-4 Database Type Installation Window

6. Select Multidimensional Databases.

Figure B-5 Database Type Installation Window

7. Click OK.

The Database Properties window appears.

Appendix B: Uninstalling the nice_as_text_analysis Database NICE Perform Release 3: NICE Perform Databases Installation Guide

65

Figure B-6 Database Properties Window

8. Mark the nice_as_text_analysis database and click Next.

If any of the processes connected to the database(s) you marked to delete are running, the Running Processes window appears (see Figure B-7 and step 9). If there are no running processes, the uninstall program continues with step 11.
Figure B-7 Running Processes Window

9. The Running Processes window lists applications currently connected to the selected database.

You must disconnect all applications that appear in the Running Processes window before running the uninstall program.

Appendix B: Uninstalling the nice_as_text_analysis Database NICE Perform Release 3: NICE Perform Databases Installation Guide

66

To disconnect a connected application, select the application and click the Kill Connection button.
WARNING If you run the uninstall program while an application is connected to the selected database(s), the uninstall program will not completely uninstall the database(s); you must then find and delete the remaining components manually. 10. Click Next. 11. The Uninstall Progress window appears.
Figure B-8 Uninstall Progress Window

12. Click Uninstall.

The uninstall program deletes the nice_as_text_analysis database.

13. Upon completion, the Successfully Completed window appears. Click OK. TIP: After uninstalling the nice_as_text_analysis database, it is recommended to verify that it no longer appears in the database list in the SQL Server Management Studio under Microsoft Analysis Server > Databases, as in Figure B-9 below.

Appendix B: Uninstalling the nice_as_text_analysis Database NICE Perform Release 3: NICE Perform Databases Installation Guide

67

Figure B-9 Microsoft SQL Server Management Studio

Appendix B: Uninstalling the nice_as_text_analysis Database NICE Perform Release 3: NICE Perform Databases Installation Guide

68

C
Using the NICE Database Utilities
NICE Systems offers two helpful database utilities, the DBAgnose Utility and the DBSpace Utility. The DBAgnose Utility verifies that the SQL Server is properly configured. The DBSpace Utility ensures that your system has sufficient free space.

Contents

Running the DBAgnose Utility ...................................................................................... 70 Running the DBSpace Utility ......................................................................................... 72

Appendix C: Using the NICE Database Utilities NICE Perform Release 3: NICE Perform Databases Installation Guide

69

Running the DBAgnose Utility

Running the DBAgnose Utility

The DBAgnose utility checks your SQL Server configurations on the NICE Perform Database Server. By running the DBAgnose utility you ensure that the SQL Server is configured properly.
IMPORTANT You must run the DBAgnose utility locally. Therefore, before running the DBAgnose utility, you must copy it to the NICE Perform Database Server.

To run the DBAgnose utility: 1. Copy the DBAgnose utility from the NICE Perform Applications Server to any convenient

location on the NICE Perform Database Server.

2. On the NICE Database Server, open the Nice DBAgnose folder you just copied and double-click Nice DBAgnose.exe.

The Nice DBAgnose window appears.

Figure C-1 Nice DBAgnose Window

3. In the SQL Server field, type the SQL Server name or the IP Address.

In the Login name and Password fields, type your SQL Server Login name and the SQL Server password.
NOTE: By default, the sa Login password is blank. It is highly recommended to define a unique sa Login password for your site. However, if you did not define a unique sa Login password, leave the Password field blank.

Appendix C: Using the NICE Database Utilities NICE Perform Release 3: NICE Perform Databases Installation Guide

70

Running the DBAgnose Utility

4. Click the Diagnose button.

The DBAgnose utility checks the SQL Server configurations.

Figure C-2 Nice DBAgnose Window

5. The DBAgnose utility displays the status of each SQL Server configuration. IMPORTANT Some of the displayed configurations may not be applicable to the database migration, and you may be able to successfully conclude the migration procedures despite some Warning or even Error messages. For details or assistance contact NICE Systems Customer Services.

NOTE: You can save the results by clicking the Save Results button. You can then print them out or email them to NICE Systems Customer Services. TIP: For a detailed description of each configuration, place your cursor at the beginning of the row; a pop-up window appears displaying the details of that configuration.

Appendix C: Using the NICE Database Utilities NICE Perform Release 3: NICE Perform Databases Installation Guide

71

Running the DBSpace Utility

Running the DBSpace Utility

The DBSpace utility verifies that the free space on your database is sufficient to successfully complete the database migration. To ensure that the migration procedures are successful, run the DBSpace utility.
IMPORTANT You must run the DBSpace utility locally. Therefore, before running the DBSpace utility, you must copy it to the NICE Perform Database Server.

To run the DBSpace utility: 1. Copy the DBSpace utility from the NICE Perform Applications Server to any convenient

location on the NICE Perform Database Server.

2. Open the Nice DBspace.zip file, and then double-click Nice DBspace.exe.

The Nice DBSpace window appears.

Appendix C: Using the NICE Database Utilities NICE Perform Release 3: NICE Perform Databases Installation Guide

72

Running the DBSpace Utility

Figure C-3 Nice DBSpace Window

SQL Server Connection Area Low Space Databases Area

Drive Status Area

Databases Status Area

3. In the SQL Server Connection area, do the following: a. In the Server field, choose the SQL Server. b. If you defined a unique login and password, type them in the Login and Password

fields.
4. Click the Connect button.

The Status area is populated.

5. In the Data/Log tab, select either Data to see the status of the SQL Server data files or Log to

see the status of the SQL Server log files.

Appendix C: Using the NICE Database Utilities NICE Perform Release 3: NICE Perform Databases Installation Guide

73

Running the DBSpace Utility

The DBSpace utility displays the following:

Table C-1:

Area
Low Space Databases

Status
Lists all databases in which the amount of free space is less than 10%, and the percentage of the remaining free space. Displays the amount of used space (displayed in blue) and free space (displayed in green) on the drive on which either the Data files or the Log files are located. Displays the amount of used space (displayed in blue) and free space (displayed in green) in each database in the NICE Perform Database Suite. The status of each database is displayed both as a table and a graph. TIP: Use the scroll bar under the table to display the portion of the table not visible.

Drive Status Area

Databases Status Area

NOTE: The DBSpace utility does not display the status of the databases in real time. To refresh the display, click the Connect button.

Appendix C: Using the NICE Database Utilities NICE Perform Release 3: NICE Perform Databases Installation Guide

74

D
Analysis Services Definitions
This appendix includes the following Analysis Services definitions:

Contents

Defining the SQL Server Analysis Services Service ................................................... 76 Defining the Local System Account ............................................................................. 77

Appendix D: Analysis Services Definitions NICE Perform Release 3: NICE Perform Databases Installation Guide

75

Defining the SQL Server Analysis Services Service

Defining the SQL Server Analysis Services Service

If you did not mark the Use Analysis Services checkbox during installation, you must define the SQL Server Analysis Services service.
To define the SQL Server Analysis Services service: 1.

In the Computer Management, navigate to Computer Management > Services and

Applications > SQL Server Configuration Manager > SQL Server 2005 Services, and choose SQL Server Analysis Services (MSSQLSERVER).
Figure D-1 Computer Management Window

2.

In the Start Mode column, change the start up from Manual to Automatic.

Appendix D: Analysis Services Definitions NICE Perform Release 3: NICE Perform Databases Installation Guide

76

Defining the Local System Account

Defining the Local System Account

When you mark the Use Analysis Services checkbox in the SQL 2005 Configuration - General Parameters window in the NICE Systems SQL Auto Setup 2005, the NICE SQL Auto Setup automatically configures the Analysis Services to run under a local administrator account. This enables the SQL Server to recognize the Analysis Services as a system administrator. In addition, if you set the Analysis Services logon to be the Local System Account, this also enables the SQL Server to recognize the Analysis Services as a system administrator. If for any reason, the logon account of the Analysis Services is not a local administrator, you must define reading privileges for the nice_dw database on the Data Mart Server.

Appendix D: Analysis Services Definitions NICE Perform Release 3: NICE Perform Databases Installation Guide

77

Blank page for double-sided printing.

E
Creating Domain Users and Assigning Privileges
Before installing the NICE Perform Database Suite, you must first create two Domain Users, one for NICE Services and one for SQL Services. This appendix describes how to create the Domain Users and assign the necessary privileges.

Contents

Setting up a Domain User on the Active Directory...................................................... 80 Setting up the Domain User on the Domain Client Computer.................................... 87 Verifying NT Authentication Security Settings ............................................................ 91

Appendix E: Creating Domain Users and Assigning Privileges NICE Perform Release 3: NICE Perform Databases Installation Guide

79

Setting up a Domain User on the Active Directory

Setting up a Domain User on the Active Directory

IMPORTANT Since you create two Domain Users, you must perform the procedures in this section twice, once for NICE Services and once for SQL Services.

First, you set up Domain Users for the NICE Services and for the SQL Services in the Active Directory. There are two steps:

Creating a Domain User on the Active Directory (see page 80) Assigning Privileges to the Domain User on the Active Directory (see page 83)

Creating a Domain User on the Active Directory

To begin, you create a Domain User for the NICE Services.
To create a Domain User: 1. In the Control Panel, choose Administrative Tools and double-click Active Directory Users and Computers. 2. Under Active Directory Users and Computers, choose the domain in which you want to create the Domain User, and choose Users.

Appendix E: Creating Domain Users and Assigning Privileges NICE Perform Release 3: NICE Perform Databases Installation Guide

80

Setting up a Domain User on the Active Directory

Figure E-1 Active Directory Users and Computers Window

3. In the right-click menu choose New > User.

The New Object - User Name window appears.

Figure E-2 New Object - User Name Window

Appendix E: Creating Domain Users and Assigning Privileges NICE Perform Release 3: NICE Perform Databases Installation Guide

81

Setting up a Domain User on the Active Directory

4. Type the First and Last names in the respective fields. NOTE: The First Name field is required; the Last Name field is optional.

In the User Logon Name field, define the Logon Name for this User.
5. Click Next.

The New Object - User Password window appears.

Figure E-3 New Object - User Password Window

6. Type and confirm a password for this User. NOTE: It is recommended to use a strong and restricted password.

Mark User cannot change password and Password never expires. DO NOT mark the other two options.
7. Click Next.

The New Object - Finished window appears.

Appendix E: Creating Domain Users and Assigning Privileges NICE Perform Release 3: NICE Perform Databases Installation Guide

82

Setting up a Domain User on the Active Directory

Figure E-4 New Object - Finished Window

8. Click Finish.

The User you defined appears in the list of users.

Assigning Privileges to the Domain User on the Active Directory

After creating the User on the Active Directory, you assign the necessary privileges to that User.
To assign privileges to the Domain User: 1. In the Control Panel, choose Administrative Tools and double-click Domain Security Policy.

The Default Domain Security Settings window appears.

2. Under Security Settings, choose Local Policies > User Rights Assignment.

Appendix E: Creating Domain Users and Assigning Privileges NICE Perform Release 3: NICE Perform Databases Installation Guide

83

Setting up a Domain User on the Active Directory

Figure E-5 Default Domain Security Settings Window

3. Double-click the Log on as a service policy.

The Log on as a Service Properties window appears.

Appendix E: Creating Domain Users and Assigning Privileges NICE Perform Release 3: NICE Perform Databases Installation Guide

84

Setting up a Domain User on the Active Directory

Figure E-6 Log on as a Service Properties Window

4. Verify that the Define These Policy Settings checkbox is marked, and click the Add User or Group button.

The Add User or Group window appears.

Figure E-7 Add User or Group Window

5. Click the Browse button.

The Select Users, Computers, or Groups window appears.

Appendix E: Creating Domain Users and Assigning Privileges NICE Perform Release 3: NICE Perform Databases Installation Guide

85

Setting up a Domain User on the Active Directory

Figure E-8 Select Users, Computers, or Groups Window

6. In the Enter the Object Names to Select field, type the name of the User for whom you

want to assign this privilege.

7. Click the Check Names button.

The program automatically checks the validity of the User name you entered. If the name is valid, it appears in the Enter the Object Names to Select field.
8. Click OK.

The program attaches the User to the Domain and the Log on as a Service Properties window reappears.
9. Click Apply, and then click OK. 10. Repeat steps 3 to 9 for the Log on as a batch job policy. NOTE: Perform the following procedure (step 11) only when you assign privileges for the Domain User for the SQL services and that user uses Windows NT Authentication. Do not perform this procedure when assigning privileges for the Domain User for the NICE services. 11. In addition, for the Domain User of the SQL Services when using Windows NT

Authentication, you must also repeat steps 3 to 9 for the following policies:

Act as part of the operating system Create a token object Manage auditing and security log Replace a process level token

Appendix E: Creating Domain Users and Assigning Privileges NICE Perform Release 3: NICE Perform Databases Installation Guide

86

Setting up the Domain User on the Domain Client Computer

Setting up the Domain User on the Domain Client Computer

IMPORTANT You must also perform the procedures in this section twice, once for NICE Services and once for SQL Services.

After you have created the two Domain Users on the Active Directory and applied the necessary privileges, you must set them up on the Domain Client Computer. There are two steps:

Assigning Privileges to the Domain User on the Domain Client Computer (see page 87) Updating Privileges of the Domain User on the Domain Client Computer (see page 89)

Assigning Privileges to the Domain User on the Domain Client Computer

To begin, assign privileges for the Domain User for the NICE Services.
To assign privileges to the Domain User: 1. In the Control Panel, choose Administrative Tools > Computer Management. 2. Under System Tools, choose Local Users and Groups > Groups.
Figure E-9 Computer Management Window

3. Double-click Administrators.
Appendix E: Creating Domain Users and Assigning Privileges NICE Perform Release 3: NICE Perform Databases Installation Guide 87

Setting up the Domain User on the Domain Client Computer

The Administrators Properties window appears.

Figure E-10 Administrators Properties Window

4. Click the Add button.

The Select Users, Computers, or Groups window appears.

Figure E-11 Select Users, Computers, or Groups Window

5. In the Enter the Object Names to Select field, type the name of the User for whom you

want to assign this privilege.

6. Click the Check Names button.

Appendix E: Creating Domain Users and Assigning Privileges NICE Perform Release 3: NICE Perform Databases Installation Guide

88

Setting up the Domain User on the Domain Client Computer

The program automatically checks the validity of the User name you entered. If the name is valid, it appears in the Enter the Object Names to Select field.
NOTE: Verify that the user appears as a fully qualified Domain name, that is, that the name appears in the following syntax:

nnnn@domain name.com, in which nnnn is the User Name.

7. Click OK.

The program attaches the User to the Domain as the Administrators Properties window reappears.
8. Click Apply, and then click OK.

Updating Privileges of the Domain User on the Domain Client Computer

To update privileges of the Domain User: 1. In the Run window, type cmd.

The Windows\System32\cmd.exe window appears.

Figure E-12 Windows\System32\cmd.exe Window

2. At the cursor, type the following, exactly as it appears in Figure E-13: gpupdate /force

Appendix E: Creating Domain Users and Assigning Privileges NICE Perform Release 3: NICE Perform Databases Installation Guide

89

Setting up the Domain User on the Domain Client Computer

Figure E-13

Windows\System32\cmd.exe Window

3. Press Enter.

The system updates the defined privileges for the Domain User.
4. Verify that User Policy Refresh has completed and Computer Policy Refresh has completed appear in the window, as in Figure E-14.
Figure E-14 Windows\System32\cmd.exe Window

Appendix E: Creating Domain Users and Assigning Privileges NICE Perform Release 3: NICE Perform Databases Installation Guide

90

Verifying NT Authentication Security Settings

Verifying NT Authentication Security Settings

When using NT Authentication, it is recommended to verify that the security settings are properly and fully defined.
To verify NT Authentication security settings: 1. On the NICE Perform Application Server, open the following configuration file: Program Files\NICE Systems\Applications\ServerBin\ NiceApplications.SystemAdministrator.Host.exe.config 2. Scroll down to <ApplicationConfiguration> (see Figure E-15).
Figure E-15

NiceApplications.SystemAdministrator.Host.exe.config

3. Under <ApplicationConfiguration>, verify that the value for Integrated Security is SSPI for the following two strings, as is Figure E-16:

SystemFramework.DataAccess.ConnectionString SystemFramework.DataAccess.MasterConnectionString

Appendix E: Creating Domain Users and Assigning Privileges NICE Perform Release 3: NICE Perform Databases Installation Guide

91

Verifying NT Authentication Security Settings

Figure E-16

NiceApplications.SystemAdministrator.Host.exe.config

Value Must be SSPI

Appendix E: Creating Domain Users and Assigning Privileges NICE Perform Release 3: NICE Perform Databases Installation Guide

92

Index
A
Act as part of the operating system defining for the Domain User 86 Active Directory assigning privileges to the Domain User 83 creating a Domain User 80 setting up Domain Users 80 Analysis Services 22 defining the local system account 77 defining the service 76 using SQL Server Analysis Services 13 Audio Analysis 10 for SQL Services 13 setting up on Active Directory 80 setting up on Domain Client Computer 87 updating privileges 89

E I

encryption encryption keys 10

calculating database size 21 Create a token object policy defining for the Domain User 86

installations Microsoft SQL Server 2005 15 NICE Perform Database Suite 27 nice_as_text_analysis database 38 SNMP Service 15 workflow 23 instances multi instances syntax 29

data files defining size using utility 33 modifying the size 34 Data Mart Server 22, 41 database size automatically defining 33 calculating 21 DatabaseSizeCalculator.xls spreadsheet 21 DBAgnose Utility running 70 DBSpace Utility running 72 Domain Client Computer assigning privileges to Domain User 87 setting up Domain User 87 updating privileges to Domain User 89 Domain User assigning privileges 79, 87 assigning privileges on the Active Directory 83 creating 79 creating on Active Directory 80 for NICE Services 12

K L

Key Storage Manager application 10

local system account defining 77 log files defining size using utility 33 modifying the size 34 recommended size 35 Log on as a batch job policy defining for the Domain User 86 Log on as a service policy defining for the Domain User 84

Manage auditing and security log policy defining for the Domain User 86 Microsoft SQL Server 2005 Analysis Services 22 instances 29, 60 multi instances syntax 29 setting up 15

Index NICE Perform Release 3: NICE Perform Databases Installation Guide

93

NICE KSM application 10 NICE Perform ClearSight use with nice_as_text_analysis database 22 NICE Perform Database Server 22 automatically defining optimum size of databases 33 NICE Perform Database Suite 12 calculating size of the databases 21 configuring in System Administrator 46 creating links between databases 49 defining Domain Users 79 defining Windows NT Authentication 29, 30 defining Windows SQL Authentication 29, 30 installing the software 27 modifying size of database 34 optional component databases 10 required databases 10 servers used for 11 uninstalling 57 uninstalling the nice_as_text_analysis database 63 using the Data Mart Server 22 NICE Perform System Administrator 46 NICE Services defining Domain Users 79 nice_admin database description 10 nice_as_text_analysis database 22, 52 about 22, 38 configuring in System Administrator 52 installing 38 uninstalling 63 nice_audit database description 10 nice_ca database description 10 nice_crypto database description 10 nice_cti_analysis database description 10 nice_dw database Data Mart Server 22, 38 description 10 nice_ib database description 10 nice_interactions database description 10 nice_pbs database description 10

nice_qa database description 10 nice_reporter database Data Mart Server 22, 38 description 10 nice_rule database description 10 nice_screen_sense database description 10 nice_storage_center database description 10 NT Authentication see Windows NT Authentication

P R

Playback Server 10

Reindex Table Job 21 Replace a process level token policy defining for the Domain User 86 requirements hardware 11 software 11 Rules Manager 10

sa password 29, 70 Size Calculator utility 33 SNMP Service installing 15 SNMP Trap defining 16 SQL Authentication defining 29, 30 SQL Services defining Domain Users 79 used in NICE Perform 13 System Administrator 52 configuring the NICE Perform Database Suite 46 configuring the nice_as_text_analysis database 52

T V

technician mode defining 46

verifying NT Authentication 12

Index NICE Perform Release 3: NICE Perform Databases Installation Guide

94

Windows NT Authentication defining 29, 30 Domain Users 12

usage of 12 verifying 12 verifying security settings 91 workflow 23

Index NICE Perform Release 3: NICE Perform Databases Installation Guide

95