NICE Recording (CyberTech)

NICE Recording

ALARMS
Version: R 6.3
Date: April 1st, 2013
 Copyright © 2013 by NICE Systems Ltd.
All rights reserved. No part of this publication may be reproduced or transmitted in any
form or by any means, electronic or mechanical, including photocopy, recording, or any
information storage and retrieval system, without prior written consent of NICE Systems
Ltd.

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

NICE Recording 6.3 - Alarms Guide.docx 2

 Contents
1.......... ....................................................................................................... 5
Introduction ............................................................................................ 5
About this Manual ..................................................................................................... 5
Intended Audience ................................................................................................. 5
Reference Manuals ................................................................................................ 6
Safety ......................................................................................................................... 7

2.......... ....................................................................................................... 9
Alarms .................................................................................................... 9
Categories of Error Messages ................................................................................ 10
Severity Class ...................................................................................................... 10
Type of Message ................................................................................................. 10
Controller Service ................................................................................................ 10
Error Messages ....................................................................................................... 11
00xx - Parrot-DSC: API and Card (Recording Service) ........................................ 11
10xx - Server Transfer (Database Interface Client) .............................................. 18
20xx - Satellite → Server Receive (Database Interface Server) ........................... 22
30xx - Miscellaneous (Controller Service) ............................................................ 26
4xxx-5006 - Archiving .......................................................................................... 29
6xxx – NICE Distributed Recording ...................................................................... 33
800x - CTI/CDR Processor Service ..................................................................... 39
87xx - CTI Receiver ............................................................................................. 48
88xx - Active IP, CTI-Based Recording ................................................................ 50
89xx - Service Monitor ......................................................................................... 67
94xx - Screen Recording ..................................................................................... 70
11xxx – Resilience ............................................................................................... 71
GUI Messages ..................................................................................................... 88

3.......... ..................................................................................................... 91
Contact Information ............................................................................. 91
FAQs......................................................................................................................... 91
Contact information ................................................................................................ 91

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 1
Introduction
About this Manual
This document contains an overview of the error messages of NICE Recording 6.3 and
its integrations. For each error message you find a description of the impact of the error
situation on recording, possible causes of the error, and the actions NICE recommends
to be taken to eliminate the error.
This manual can also be used with older versions of NICE Recording.
Alarms that are specific for an integration can be found in corresponding NICE
Recording CTI documentation for the specific integration type (Integration Manual).

Intended Audience
This manual is intended for personnel responsible for installing, maintaining and
troubleshooting of NICE Recording systems and its integrations.

Assumptions

It is assumed that the user of this manual has knowledge about the following:
• NICE Recording version 6.x
• NICE CTI Integrations
• Active CTI IP Recording
• Windows 2003/2008 R2
• Basic IT and network management skills

Qualifications

The actions and tasks as described in this manual must be performed by engineers who
have been trained by NICE/CyberTech.
All preparations and adjustments on third party (vendor, partner) components must be
done by engineers who are qualified by that third party.

NICE Recording 6.3 - Alarms Guide.docx 5

Reference Manuals
The descriptions in the overview refer to following NICE Recording 6.3 manuals for
detailed instructions.

Manual Contents
NICE Recording 6.3 - Installation Installation and configuration procedures of NICE
Manual Trading Recording software
NICE Recording 6.3 – User Manual System configuration information for the system
administrator
NICE Recording 6.3 – Maintenance System maintenance information, VoIP
Manual installation
NICE Recording 6.3 – OS Operating system hardening options and policies:
Hardening Manual details of antivirus software, firewalls, and security
CT Recording Solutions R5 – CTI Generic information on licensing and
Manual configuration of CTI based recording solutions
Parrot-DSC - Installation Manual Installation procedures of Parrot-DSC cards
Parrot-DSC - VoIP Installation Installation procedures of Parrot-DSC cards for
Manual VoIP
Parrot-DSC – License Tool Manual Details on the use of the License Tool

NOTE: The manuals mentioned in this table are updated to the latest release
of the NICE Trading Recording software
Consult the NICE Recording Software CD or go to the website
www.extranice.com > Enterprise > Product Documentation (login required) for
the latest NICE manual versions (section NICE (CyberTech)).

NICE Recording 6.3 - Alarms Guide.docx 6

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

General Safety Rules

Primarily, it is important to adhere to the regulations as dictated by the local authorities

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

Safety Precautions

Installation of NICE Trading Recording and its integrations is a specialist job. Only
properly trained personnel are allowed to perform the tasks related to it.
When installing hardware, be sure that you are aware of the hazards involved. Never
work on “live” equipment of which the housing or panels have been removed.
Cabinet keys must be kept in a safe place, and be handed over for use to authorized
installation or service personnel only.
Use only the suitable tools to perform a task.

ESD Precautions

All ICs and many other electronic components are susceptible to electrostatic discharges
(ESD). ESD can cause instant failures, but can also drastically limit the life span of the
affected part and cause unexplainable behavior of the equipment.
When handling printed circuit boards always take the following preventive measures:
• Keep printed circuit boards as long as possible in their protective bags.
• Use an anti-ESD bracelet where required. The ESD symbol in this
manual indicates when ESD-protective measures are required.

IMPORTANT
Procedures described in this manual must be carried out by trained
staff to prevent system damage.

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 <BLANK PAGE>

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 2
Alarms
In this overview alarms are sorted by component, and listed by their numbers.
Following subjects are described:
• Categories of Error Messages
• Severity
• Type
• Controller Service
• Error Messages
• 00xx - Parrot-DSC: API and Card (Recording Service)
• 10xx - Server Transfer (Database Interface Client)
• 20xx - Satellite → Server Receive (Database Interface Server)
• 30xx - Miscellaneous (Controller Service)
• 4xxx-5006 - Archiving
• 800x - CTI/CDR Processor Service
• 87xx - CTI Receiver
• 88xx - Active IP, CTI-Based Recording
• 89xx - Service Monitor
• 94xx - Screen Recording
• 11xxx – Resilience
• GUI Messages

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Categories of Error Messages
Severity Class
Classification of error messages of NICE Recording 6.3 according to severity.
1 - Critical situation, take immediate action
2 - Less critical situation, investigate
3 - Status or information message
4 - For information only, no action required

Type of Message
Classification of error messages of NICE Recording 6.3 according to type:
An Alarm raises an SNMP trap and generates an email. Additionally an audio alarm
(beep) is raised and Alarm relay card contacts are closed (if available in the recording
system). Alarm messages appear in the Alarm Status page and you must take action.
An Error raises an SNMP trap and generates an email. Error messages appear in the
Alarm Status page, and you must take action.
A Warning raises an SNMP trap and generates an email. Warning messages appear in
the Alarm Status page. Check the severity level and description to decide if you must
take (immediate) action.
A Message raises no SNMP trap or email. Messages appear in the Alarm Status page, but
you don’t have to take action.

Controller Service
The “CyberTech” Controller Service is responsible for the following actions:
1. Sending SNMP Keep Alive Traps
2. Service unexpected stop alarming for all “CyberTech” services that start up
automatically (‘Auto’).
3. Automatic restart of unexpectedly stopped services after 10s.

If the “CyberTech” Controller Service has stopped, no service stop alarm is generated.
SNMP Keep-Alive messages are no longer sent. Therefore Controller Service stops can
only be detected on the basis of missing Keep-Alive messages.

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Error Messages
00xx - Parrot-DSC: API and Card (Recording Service)

0001 Alarm DSC server not running. 1

Description DSC service stopped.

Note: CT5.2 and lower recording systems report this alarm instead of alarm
3007.

Impact No recording.

Possible Cause DSC service has stopped (in a controlled manner) by human
intervention,
or by a reboot of the recorder (satellite/Core with channels).

Recommended The Controller Service will automatically re-start the DSC

Action service, and the alarm will be cleared. No further action to be
taken.

0002 Alarm Internal Error (DSC-thread stopped). 1

Description DSC service unavailable.

Impact No recording.
The connection between recording service and DSC service is
tested every minute. When the connection is restored, the
system clears the alarm.

Possible Cause A. The DSC service is too busy to respond.

B. The DSC service has unexpectedly stopped due to an
application error.

Recommended A. Restart the DSC service. Check if the system’s capacity

Action matches the requirements.
B. Check the Windows event log for application errors.
If so, contact the NICE Support Center with this information.

0003 Alarm DSC-module error: <ErrorId> <ErrorText> 1

Description Parrot API error (DSC-service, Parrot-DSC card, PrtVoip dll).

This message can have following ‘error text’:
parrot_initializeEx2 failed, error: <ErrorId> <ErrorText>
parrot_SetCallBack_StartStopEx failed, error: <ErrorId> <ErrorText>
parrot_SetCallBack_StartStop failed, error: <ErrorId> <ErrorText>
parrot_SetCallBack_Miscellaneous failed, error: <ErrorId> <ErrorText>
parrot_SetCallBack_AudioEx failed, <ErrorId> <ErrorText>
parrot_SetCallBack_Audio failed, error: <ErrorId> <ErrorText>

Impact Possible recording problem.

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 Possible Cause Most common causes:
• DSC Service failed
• Parrot-DSC card failed
• VoIP DLL failed
• VoIP support incorrectly installed
• Board not installed
• Parrot-DSC card driver not installed

Recommended 1. Reboot the system:

Action 1. Shut down the system.
2. Disconnect the power supply for approx. 1 minute.
3. Start up the system again.
2. Check VoIP installation
• Parrot.ini
• Completeness of firmware set (PrtVoipx.dll,
PrtDCMP.dll must be installed)
3. Check Parrot-DSC card installation
• Has the driver been correctly installed?
If the problem persists, contact the NICE Support Center.

0004 Alarm Error in compression-module code: <Windows file 1

error>.

Description Parrot API compression error. Not able to write compressed file
to disk.

Impact At least one recording is lost.

Possible Cause A. Audio location reached full level.

B. File location is locked.
C. Invalid access rights to file location.
D. Connection between satellite and Core Server has been lost
for a longer period. The satellite buffers all recordings
locally.

Recommended A. Delete files to free up space. Check if the system’s capacity

Action matches the requirements.
B. Check antivirus settings. The audio location must be
excluded.
C. Verify with the system manager if the rights are set
correctly.
D. Restore connection. Check (in this sequence):
4. Physical connection (cable)
5. Network configuration. Ping the Core Server from the
satellite, and vice versa (if possible).
6. Firewall settings of Core Server and satellite: port
numbers 6003 (audio transfer) and 3306 (database)

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 0005 Alarm Can’t create dat1-files in tmp-directory. 2

Description Not able to write call start event to disk.

Impact At least one recording misses call information.

Possible Cause A. Audio location reached full level.

B. File location is locked.
C. Invalid access rights to file location.
D. Connection between satellite and Core server has been lost
for a longer period. The satellite buffers all recordings
locally.

Recommended A. Delete files to free up space.

Action Check if the system’s capacity matches the requirements.
B. Check antivirus settings. The audio location should be
excluded.
C. Verify with the system manager if the rights are set
correctly.
D. Restore connection. Check (in this sequence):
1. Physical connection (cable)
2. Network configuration. Ping the Core Server from the
satellite, and vice versa (if possible).
3. Firewall settings of Core Server and satellite: port
numbers 6003 (audio transfer) and 3306 (database)

0006 Alarm Can’t create dat3-files in tmp-directory. 2

Description Not able to write call information to disk.

Impact At least one recording misses call information.

Possible Cause A. Audio location reached full level.

B. File location is locked.
C. Invalid access rights to file location.
D. Connection between satellite and Core Server has been lost
for a longer period. The satellite buffers all recordings
locally.

Recommended A. Delete files to free up space.

Action Check if the system’s capacity matches the requirements.
B. Check antivirus settings. The audio location should be
excluded.
C. Verify with the system manager if the rights are set
correctly.
D. Restore connection. Check (in this sequence):
1. Physical connection (cable)
2. Network configuration. Ping the Core Server from the
satellite, and vice versa (if possible).
3. Firewall settings of Core Server and satellite: port
numbers 6003 (audio transfer) and 3306 (database)

NICE Recording 6.3 - Alarms Guide.docx 13

 0007 Alarm Hardware failure: <hardware error code>. 1

Description Parrot API detected a hardware failure in one of the Parrot-DSC

cards.
Note: NICE Recording R5.2 and lower report this alarm instead of alarm 3008.

Impact Depending on error.

Possible Cause Depending on error.

Recommended Refer to Parrot API Reference Manual.

Action If necessary, make a note of the error code and contact the
NICE Support Center.

0008 Alarm Board not valid. 1

Description The system detected a Parrot-DSC card without the appropriate

NICE (Trading) Recording license.

Impact The recording system does not start up.

Possible Cause A. License only valid for an older version of NICE recording,
B. No license at all.

Recommended A. Install the appropriate recording system version

Action B. Contact the NICE Support License Desk ([email protected])
to obtain a valid license for the required recording system
version.

0009 Warning VoIP codec license Exceeded: <Licensed number of 3

concurrent codec channels, codec channels in use>.

Description The number of requested VoIP channels using a VoIP

compression codec like G.729a, exceeds the licensed number.

Impact The channels exceeding the licensed number of the specific

codec are not recording.

Possible Cause Insufficient number of licensed channels for a specific codec

type.

Recommended • Re-configure the PBX to match the licensed codec types.

Action • Contact the NICE Support License Desk ([email protected])
to obtain a valid license for the required number of channels
for the specific codec type.

0010 Warning VoIP concurrent license Exceeded: <Licensed number of 4

concurrent channels, channels currently in use>.

Description More concurrent VoIP channels than the licensed number are
active.

NICE Recording 6.3 - Alarms Guide.docx 14

 Impact The channels exceeding the number of concurrent channels
that are licensed, are not recording.

Possible Cause A. License with insufficient number of channels.

B. Channel reservations are not released by the CTI
integration, while there are no calls in progress on these
channels.

Recommended A. Contact the NICE Support License Desk ([email protected])

Action to obtain a valid license for the required number of
channels.
B. Open the Monitor Tool on the specific satellite/Core with
channels. Verify if the number of channels in recording (red
boxes) matches the licensed number of concurrent
channels.
If not, contact the NICE Support Center.

0011 Warning VoIP channels warning threshold reached. Voip channels 3

warning threshold reached for codec: <codec number>
Maximum channels: <licensed number of channels>

Description 80% of the number of licensed VoIP channels active, using a

VoIP compression codec like G.729a.
The warning level percentage is configurable in the
PrtVOIP0.ini file.

Impact No recording for this codec in the near future, when maximum
number of codec channels is reached.

Possible Cause Insufficient amount of channels in use for this codec.

Recommended Verify if codec licenses are still sufficient for the customer’s
Action requirements. If not, contact the NICE Support Center.

0012 Warning VoIP concurrent-license warning threshold reached. Voip 3

concurrent-license warning threshold reached, in use:
<number of channels in use> Maximum channels:
<Licensed number of channels>.

Description 80% of the number of concurrent licensed VoIP channels

active, using a VoIP compression codec like G.729a.
The warning level is configurable in the PrtVOIP0.ini file.

Impact No recording for this codec in the near future, when maximum
number of channels is reached.

Possible Cause Insufficient amount of channels in use.

Recommended Verify if codec licenses are still sufficient for the customer’s
Action requirements. If not, contact the NICE Support Center.

NICE Recording 6.3 - Alarms Guide.docx 15

 0013 Warning VoIP unsupported codec: <VoIP codec type>. 3

Description Non-licensed codec type detected.

VoIP Codec types:
00 = PCMU (G711) (supported)
02 = G.721 (not supported)
03 = GSM 6.10 (not supported)
04 = G.723.1 (support licensed)
08 = PCMA (G711) (supported)
09 = G.722 (support licensed)
15 = G.728 (not supported)
18 = G.729a (support licensed)
19 = G.729b (support licensed)
(G.729b comfort noise support only)

Impact Calls using this codec type are not recorded.

Possible Cause A. Incorrect license

B. Non-licensed codec settings in PBX

Recommended Verify the available licensed codec types. Depending on the

Action outcome:
A. Contact the NICE Support License Desk ([email protected])
to obtain a valid license for the specific codec type.
B. Re-configure the PBX to match the licensed codec types

0014 Alarm VoIP license killed. 1

Description VoIP license communication with Parrot-DSC card has been cut
off. License is no longer available.

Impact All VoIP channels are disabled. All VoIP recording stops.

Possible Cause • Failing Parrot-DSC card

• Failing DSC Service

Recommended 4. Shut down the system.

Action 5. Disconnect the power supply for approx. 1 minute.
6. Start up the system again.
If the problem persists, contact the NICE Support Center.

0015 Alarm No audio callbacks received on channel: <n>. 1

Description While this channel is in recording, it has not received audio for
30 seconds.
Internal error: Recording service does not receive audio from
one of the boards, while start event has been detected.

Impact No recording on this channel

NICE Recording 6.3 - Alarms Guide.docx 16

 Possible Cause • Failing board (VoIP or Parrot-DSC card)
• Failing DSC Service

Recommended Reboot the system as follows:

Action 1. Shut down the system
2. Disconnect the power supply for approx. 1 minute
3. Start up the system again
If the problem persists, contact the NICE Support Center.

0016 Alarm No audio received for VoIP recording channel <n>. 1

Description This alarm occurs on VoIP channels only. There has been a call
start on this channel, but it did not receive audio for 30
seconds.

Impact Calls recorded on this channel do not contain any audio.

Possible Cause A. Firewall settings of the satellite

B. Passive IP recording:
a. If more switches are available: recording system is not
connected to the span port of the switch where the
phone sets live.
b. The span port of the switch is incorrectly configured,
and does not span the audio

Recommended A. Check firewall settings:

Action • Active IP recording: port numbers 10002 – 11001.
• Passive IP recording: use audio port number ranges
from PrtVoipx.ini file(s)
B. Contact the network administrator to verify the settings

0020 Error Audio recorded during SRST scenario 1

Description This audio file was recorded while the SRST scenario was taking
place (integration specific).

Impact Calls do not have additional metadata.

Possible Cause Network connection lost.

Recommended Check and restore network connectivity.

Action

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10xx - Server Transfer (Database Interface Client)

1001 Alarm Unable to connect to filecopy server. 2

Description The satellite is unable to connect to the Core Server.

With each new recorded call, the connection is re-checked.
When the connection is restored, the alarm is cleared by the
system.
All calls that were not transferred due to this problem are
automatically re-transferred later.

Impact The recordings are buffered on the satellite and calls are not
visible in Web GUI.

Possible Cause Failing TCP/IP connection between the Core Server and the
network.
Incorrect configuration of Core Server connection on satellite

Recommended Check (in this sequence):

Action 4. Physical connection (cable)
5. Network configuration, by pinging the satellite from the
Core Server, and vice versa
6. Firewall settings of Core Server and satellite.
7. Database Interface Server service on Core Server is running.
8. In the Monitor Tool on the satellite (menu File > Settings),
verify the IP address of the Core Server.
If the problem persists, contact the NICE Support Center.

1002 Alarm Unable to send file. 2

Description The satellite is unable to transfer a recorded call to Core Server.

With each new recorded call, the connection is re-checked.
When the transfer is successful, the alarm is cleared by the
system.
All calls that were not transferred due to this problem are
automatically re-transferred later.

Impact The recordings are buffered on the satellite and calls are not
visible in Web GUI.

Possible Cause Insufficient network capacity

The Core Server is temporarily unavailable.

Recommended Wait for about one hour to see if the problem persists. If so,
Action contact the NICE Support Center.

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 1003 Alarm Database connection error: <Satellite ID>. 2

Description The satellite is unable to connect to the Core Server database.

With each new recorded call, the connection is re-checked.
When the transfer is successful, the alarm is cleared by the
system.
All calls that were not transferred due to this problem are
automatically re-transferred later.

Impact The recordings are buffered on the satellite and calls are not
visible in Web GUI.

Possible Cause Failing TCP/IP connection between the Core Server and the
network.
Incorrect configuration of Core Server connection on satellite.

Recommended Check (in this sequence):

Action 1. Physical connection (cable)
2. Network configuration, by pinging the satellite from the
Core Server, and vice versa
3. Firewall settings of Core Server and satellite.
4. MySQL database service on Core Server
5. MySQL database configuration: max. number of connected
clients has been reached (check my.ini). Contact the NICE
Support Center with this information.
6. In the Monitor Tool on the satellite (menu File > Settings),
verify the IP address of the Core Server.
If the problem persists, contact the NICE Support Center.

1004 Alarm Database query error: <Database query>. 2

Description Unable to execute specified action on Core Server database.

Impact The recording is buffered on the satellite and the call is not
visible in Web GUI.

Possible Cause Attempt to connect incompatible Core Server and satellite

systems.
Incorrect configuration of extra metadata fields

Recommended Check if the Core Server is compatible.

Action Check if all needed extra fields are configured in the GUI (see
Integration Manuals).

1005 Alarm Recorder does not exist in database. 2

Description One of the satellites was not able to connect to the Core Server.
Its ID is not available in the recorder list.

Impact The recordings are buffered on the satellite and calls are not
visible in Web GUI.

NICE Recording 6.3 - Alarms Guide.docx 19

 Possible Cause This satellite is not yet registered in the recording system.

Recommended Register satellite in NICE/CT Web GUI (tabs system installation

Action > settings per recorder > ‘Add’ button).
See NICE Recording 6.3 Installation Manual.

1006 Alarm Exception in creating database-module 2

Description Database

Impact The recordings are buffered on the satellite and calls are not
visible in Web GUI.

Possible Cause At the start-up of the recording system, a number of database

activities failed.

Recommended Restart DBI Client service.

Action If the problem persists, contact the NICE Support Center.

1007 Alarm Incompatible versions Satellite and Server components. 1

Description The installed recording system versions (including Feature

Packs and Service Packs), must be the same on all satellites and
the Core Server.

Impact The recordings are buffered on the satellite and calls are not
visible in Web GUI.

Possible Cause The installed recording system versions (including Feature

Packs and Service Packs), are not the same on the different
systems.

Recommended Make sure all satellites and the Core Server of the recording
Action system are updated to the same version of NICE Recording 6.3.

1008 Warning Call recovered for this system 2

Description Recording of a call was interrupted. After that, the system has
been brought back on line. The interrupted call has been
processed.

Impact The call has been recorded until the interruption took place,
and is added to the database with ‘recovered’ as number
information. However, not all call details are available
(depending on the integration type).

Possible Cause Power failure of satellite while call recording is in progress.

The recording service unexpectedly stopped while call
recording is in progress.
The call recording was not updated during one hour (no stop
event was detected).

NICE Recording 6.3 - Alarms Guide.docx 20

 Recommended Check Windows event log to determine if power failure
Action occurred.
If so, no further action is required (the satellite has already been
re-commissioned).
If not, contact the NICE Support Center.

1009 Warning No metadata found for call <channel, start, stop, file> 2

Description A recording is detected which does not contain extra metadata,

while the extrafields.ini implies there should be extra metadata.
NOTE: this warning uses the channel number as subcode. For this
reason, successive alarms on the same channel will not be visible
before warning 1009 on the channel has been cleared by the user.

Impact The call is stored with the available basic metadata only.

Possible Cause A. Combined integrations on one satellite; one of them does

not support extra metadata.
B. Incorrect configuration.
C. No extra metadata was available for this call.
D. Integration did not detect the extra metadata.

Recommended A. Ignore warning. No further action to be taken.

Action B. Check if the Extrafields.ini file is configured according to
the Integration Manual.
C. Ignore warning. No further action to be taken.
D. Try to reproduce the call scenario. Retrieve logs and traces
with a clear description of the call scenario and the
expected metadata. Contact the NICE Support Center with
this information.

1010 Warning Locked file(s) found. Please verify for processes (virus 2
scanner) locking the file(s). Restart DBI Client service
after fixing the error. See also manual.

Description Recording files found that could not be processed because they
were locked by another process on the recorder.

Impact The recorder does not perform up to specifications when its

files are locked continuously.

Possible Cause The antivirus software locks the files.

Recommended Add an exclusion of the recording buffer in the virus scanner.

Action Then restart the DBI Client service.
For further details, see NICE Recording 6.2 – OS Hardening
Manual.

NICE Recording 6.3 - Alarms Guide.docx 21

20xx - Satellite → Server Receive (Database Interface Server)

2001 Warning Hard disk <Location> <% Free> % free. 3

Description Audio location reached “Warning” level percentage.

Impact Recording continues until the full level percentage is reached.

Possible Cause See description.

Recommended • Delete files to free up space.

Action Check if the system’s capacity matches the requirements.
• Increase the “Warning” level percentage using the Web GUI
(tab system installation > settings per recorder).
• Check content rules (for archiving configuration) and adjust
if necessary.

2002 Alarm Hard disk <Location> <% Free > % free. RECORDING 1
STOPPED.

Description Audio location reached full level percentage. The recorder has
been configured (by user) to stop recording when reaching this
level (“Stop recording” mode)

Impact No recording.

Possible Cause See description.

Recommended • Delete files to free up space.

Action Check if the system’s capacity matches the requirements.
• Increase the “Disk marked full” percentage using the Web
GUI (tabs system installation > settings per recorder).
• Switch ‘Disk full’ error handling to “FIFO-mode”.
• Check content rules (for archiving configuration) and adjust
if necessary.

2003 Alarm Database connection error <Satellite ID>. 2

Description The satellite is unable to connect to the Core Server database.

With each new recorded call, the database connection is
re-checked. When the database connection is restored, the
alarm is cleared by the system.
All calls that were not transferred due to this problem are
automatically re-transferred later.

Impact The recordings are buffered on the satellite and calls are not
visible in Web GUI.

NICE Recording 6.3 - Alarms Guide.docx 22

 Possible Cause A. Failing TCP/IP connection between the Core Server and the
network.
B. Incorrect configuration of Core Server connection on
satellite.

Recommended A. Check (in this sequence):

Action 1. Physical connection (cable)
2. Network configuration, by pinging the Core Server from
the satellite, and vice versa
3. Firewall settings of satellite and Core Server.
4. MySQL database service on Core Server
5. MySQL database configuration: max. number of
connected clients has been reached (check my.ini).
Contact the NICE Support Center with this information
B. In the Monitor Tool on the satellite (menu File > Settings),
verify the IP address of the Core Server.
If the problem persists, contact the NICE Support Center.

2004 Alarm Create Directories error: <folder to be created>. 1

Description Unable to create audio folder on Core Server.

With each new recorded call this is retried.

Impact The recordings are buffered on the satellite and calls are not
visible in Web GUI.

Possible Cause Invalid access rights to the audio folder on the audio location.

Recommended Verify with the system manager if the rights are set correctly.
Action

2005 Alarm Receive file error: <Satellite ID> 2

Description The satellite is unable to transfer a recorded call to the Core

Server.
With each new recorded call, file transfer is checked. When the
file transfer is successful, the alarm is cleared by the system.
All calls that were not transferred due to this problem are
automatically re-transferred later.

Impact The recording is buffered on the satellite and the call is not
visible in Web GUI.

Possible Cause A. Insufficient network capacity

B. The Core Server is temporarily unavailable.

Recommended Wait for about one hour to see if the problem persists. If so,
Action contact the NICE Support Center.

NICE Recording 6.3 - Alarms Guide.docx 23

 2006 Warning Hard disk: <Location> <% Free > % free. Deleting 2
first calls.

Description Audio location reached “Disk marked full” percentage. The

recorder has been configured (by user) to delete the first
(oldest) calls when reaching this level (“FIFO-mode”).

Impact Oldest calls are deleted until warning level percentage is

reached.
No impact on recording activities.

Possible Cause See description.

Recommended • Check if the system’s capacity matches the requirements.

Action • Increase the “Disk marked full” percentage using the Web
GUI (tab system installation > settings per recorder).
• Check content rules (for archiving configuration) and adjust
if necessary.

2007 Alarm Invalid ASP: <ASP corrupt file> Stopping web server. 2

Description Corrupt web page file(s) detected on Core Server.

Impact Web GUI is not reachable anymore.

Possible Cause Modification to web pages (ASP files) were made.

Note: ASP files are digitally signed. When they were/are being
modified, web access is locked.

Recommended Repair installation by running the running the ‘repair’ option of

Action the setup.
This will restore the original ASP files.

2008 Alarm Satellite with id: <Satellite ID> not connected. 2

Description The Core Server lost its connection with a satellite.

Impact 1. If the satellite is still operational: no impact.

The recordings are buffered on the satellite and calls are not
visible in Web GUI.
2. If the satellite is not operational: no recording of its
channels.
With each new recorded call, the satellite connection is
checked. When the connection is restored, the alarm is cleared
by the system.
All calls that were not transferred due to this problem are
automatically re-transferred later.

NICE Recording 6.3 - Alarms Guide.docx 24

 Possible Cause A. Satellite is not operational.
B. Failing TCP/IP connection between the Core Server and the
network.
C. Incorrect configuration of Core Server connection on
satellite.

Recommended A. Verify if:

Action 1. Satellite server is up and running
2. The DBI Client service on the satellite is running.
B. Check (in this sequence):
1. Physical connection (cable)
2. Network configuration, by pinging the Core Server from
the satellite, and vice versa
3. Firewall settings of satellite and Core Server.
C. In the Monitor Tool on the satellite (menu File > Settings),
verify IP address of Core Server.
If the problem persists, contact the NICE Support Center.

2009 Alarm System channel limitation of Myracle system is 2

exceeded <x>, file transfer from satellite(s) to server
is stopped.

Description The total number of channels of the NRX (previously known as

“Myracle”) recording system is limited to 200 channels (as a
standard). <x> is the number of channels found.

Impact The recordings are buffered on the satellite and calls are not
visible in Web GUI.

Possible Cause See description.

Recommended Either:
Action • Upgrade the licenses of the existing system to NICE
Recording 6.3.
• Reduce the total number of licensed recording channels to
the NRX channel maximum.
Restart the system’s “CyberTech” services (Core Server and
satellites) to detect the new license configuration.

NICE Recording 6.3 - Alarms Guide.docx 25

30xx - Miscellaneous (Controller Service)

3001 Warning Database-drive: <Location> <Free %> % free. 1

Description Database location reached warning level%. The recording

system does not automatically free space by deleting the first
calls.

Impact When the drive is full, recording stops.

Possible Cause See description.

Recommended Increase free disk space on the database drive.

Action If this is not possible extend the disk to match the expected
size of the database.

3002 Warning System-drive: <Location> <Free %> % free. 1

Description System drive reached warning level percentage. The recording

system does not automatically free space by deleting the first
calls.

Impact When this drive is full, recording stops as the operating system
stalls.

Possible Cause See description.

Recommended Increase free disk space on the system drive.

Action If this is not possible extend the disk size to match the
expected size required.

3003 Alarm Channel <Channel ID> too long Inactive. 2

Description Inactivity alarm for channel occurs.

The alarm is automatically cleared as soon as the channel
becomes active. The alarm can also be manually cleared on
the alarm status page.

Impact

Possible Cause N.A.

Recommended Check why calls on this channel exceed the channel inactivity
Action period that you specified

3004 Alarm Channel <Channel ID> too long Active. 2

Description Activity alarm for channel occurs.

Alarm is automatically cleared as soon as channel becomes
inactive. The alarm can also be manually cleared on the alarm
status page.

NICE Recording 6.3 - Alarms Guide.docx 26

 Impact

Possible Cause N.A.

Recommended Check why calls on this channel exceed the channel activity
Action period that you specified.

3005 Warning Channel <Channel ID> out sync. 2

Description The channel sync alarm (for channel x) indicates a problem in

detecting the recorded phone or PBX by a digital recording
card.
The alarm is automatically cleared as soon as the channel
reaches the sync state. The alarm can also be manually cleared
on the alarm status page.

Impact

Possible Cause • Wiring problem

• Distortion from an external source.

Recommended Check the connection between the recording card and the
Action phone or PBX.

3006 Alarm Service <Service name> stopped unexpected. 1

Description A “CyberTech” service stopped unexpectedly.

A restart of all services, except the DSC service, is attempted
after 10 seconds. If the service is restarted successfully, the
alarm is ‘cleared by system’.
This alarm can occur for all services with “CyberTech” in their
names and automatic start-up (type Auto), as well as the
Database service.

Impact Recording could be affected.

Possible Cause • Service not running correctly

• Errors mentioned in log file

Recommended 1. Start the monitor tool and check if the service is running
Action correctly.
2. Check the alarm status page in the web GUI and the log file
of the service. Search for errors that explain why the service
stopped.
3. After the cause of service stopping has been undone, or no
cause found, start the service.

3007 Alarm DSC server not running. 1

Description Parrot API stopped. Restart the DSC service.

Note: NICE Recording R5.3 and higher recording systems report this alarm
instead of alarm 0001.

Impact No recording.

NICE Recording 6.3 - Alarms Guide.docx 27

 Possible Cause Incorrect Parrot API configuration.

Recommended 1. Close all the running Parrot API tools (Maintenance tool,
Action License tool, Demo tool).
2. Start the Monitor tool and stop all services including the
DSC-service. Start all the services again.
3. If this error still occurs, check the Parrot API configuration
according to the NICE Recording 6.3 Maintenance Manual.

3008 Alarm Hardware failure: <hardware error code>. 1

Description The Parrot API detected a hardware failure in one of the Parrot-DSC
cards.
Note: NICE Recording R5.3 and higher recording systems report this alarm
instead of alarm 0007.

Impact
Possible Cause Parrot-DSC card hardware failure.

Recommended 1. Shut down the core server or satellite that contains the
Action failing DSC card.
2. Switch off the power supply for about a minute
3. Start the system again.
If this problem persists, replace the Parrot-DSC card

3009 Alarm Only VOX records found on channel <x> from <date> 1
<time> till <date> <time>

Description Channel has only voice data and no call information for the
specified period.

Impact
Possible Cause Connection with CDR Server lost.

Recommended Check the connection with the CDR server.

Action

3010 Only CDR records found on channel <x> from <date> 1

<time> till <date> <time>

Description Channel has only call information and no voice data for the
specified period.

Impact
Possible Cause A. Connection with the satellite lost.
B. Services on satellite not running.

Recommended A. Check the connection with the satellite.

Action B. Check if satellite services are running.

NICE Recording 6.3 - Alarms Guide.docx 28

4xxx-5006 - Archiving

4000 Error The service <service name> is not initialized OK, a 2

restart is necessary.

Description The service <name> failed to start correctly.

Impact No archiving.

Possible Cause

Recommended Restart the service manually.

Action

4001 Error Archive location <Location> full. 2

Description Archiving to this location failed because it appears to be full.

Impact No archiving.

Possible Cause Not enough disk space.

Recommended Increase disk space on the archive location. If it is a removable

Action medium, replace the medium.
Free up space on disk, reconfigure ‘Auto erase’ or extend disk.

4002 Error Archive location <Location> not accessible. Error 2

received while opening location: <…error received from
EMC API…>.

Description Archiving failed because archive location could not be

connected.

Impact No archiving to the location mentioned

Possible Cause See description.

Recommended Check connection to archive location.

Action

4003 Warning One or more calls not archived during last archive run. 3

Description During the last archive run, some calls could not be copied to
the archive media. The archive log contains a list of failed calls.

Impact

Possible Cause A. The audio no longer exists on the recorder because it was
removed by a user with call removal rights.
B. The audio could not be written to the archive medium
because the medium is corrupt. Error 4007 occurs.

NICE Recording 6.3 - Alarms Guide.docx 29

 Recommended Check the archiving service log file for details
Action

4004 Warning Archive location <location> does not contain the 2

medium last archived on

Description The medium in the archive location does not contain the
medium with the correct media secure code.

Impact

Possible Cause See description.

Recommended If a new medium was inserted:

Action • Reset the location.
• Use the correct media secure code.

4005 Error Database backup could not be written. 2

Description The recording system’s database backup could not be written

to location <Location>.

Impact

Possible Cause A. No connection between database and archiving location

B. Not enough disk space

Recommended C. Make sure the location is connected (and the medium is

Action available for removable storage)
D. Make sure there is enough storage available on the
locations to continue the database backup.

4007 Error CRC errors on location <location>. 1

Description The DVD in the location cannot be written properly.

Impact

Possible Cause See description.

Recommended Insert a new DVDRAM and reset the location.

Action

4008 Error Unable to format medium on location <location> 1

Description

Impact

Possible Cause No writable medium available.

Recommended Make sure a writable DVDRAM or RDX is inserted in the

Action location.

NICE Recording 6.3 - Alarms Guide.docx 30

 4009 Warning Archive location <location> is 80% full. 3

Description The archive location is 80% full. Archiving continues.

Impact None

Possible Cause N.A.

Recommended • Delete non-relevant files

Action • Change ‘Auto erase’ configuration.
• Increase space on the archive location.

4010 Device error

Description

Impact

Possible Cause No connection with archiving location, or no medium

available.

Recommended Make sure the location is connected (and the medium is

Action available for removable storage).
Check the Archiving Service log file for details.

4011 Database backup could not be created

Description

Impact

Possible Cause Not enough storage space.

Recommended Make sure there is enough storage available on the Core Server
Action to continue the initial database backup.
Check the Storage Service log file for details.

4012 Not all calls were covered by content rules. 3

Description Not all calls were covered by content rules.

Impact See description.

Possible Cause This could either be an archive rule or delete rule

Recommended Update the content rules to cover all Interactions.

Action To fix this historically, contact the NICE Support Center.

4013 More than <threshold value> calls couldn’t be archived 2

within the specified interval

Description

Impact

NICE Recording 6.3 - Alarms Guide.docx 31

 Possible Cause • Interval too short
• Not enough bandwidth
• Database backup is too big
• Several calls with a large file size.

Recommended To start archiving now, turn off the archiving interval. Increase
Action the timeframe for archiving schedules.

4014 Warning More than <n> calls aren’t archived yet, archiving is 2
getting delayed.

Description Archiving is running behind.

Impact See description.

Possible Cause

Recommended If the system has been operational all the time and you have
Action this problem, consider upgrading to a faster computer.
If the system has been out of order: wait, the archiving backlog
should be processed but it takes time.
Check your network interface card settings. If set to auto-
negotiate, change the NIC speed to 100MB/Full.

4400 The Content Manager directory location <location> 2

runs out of disk space, replay of new screens is not
possible

Description The location where the screen recordings are stored for replay
doesn’t have enough disk space.

Impact Recording of new screens continues, if the screen recording

buffer location has enough disk space

Possible Cause See description.

Recommended Increase space on the location where the screen recordings are
Action stored for replay

5006 Warning Device error <EMC error information>. 2

Description This error message contains the error received from the EMC
Centera.

Impact

Possible Cause Authentication error (incorrect username / password is used).

Recommended Check EMC settings (username, password, IP address).

Action

NICE Recording 6.3 - Alarms Guide.docx 32

6xxx – NICE Distributed Recording

6000 Application can’t connect to its database. 1

Description

Impact Affects use of the application.

Possible Cause

Recommended Restore the database connection.

Action

6001 The Service “CyberTech MAX Content Manager” didn’t 2

start.

Description

Impact Affects search and replay functionality.

Possible Cause

Recommended To restore this functionality, start the service.

Action

6002 The Service “CyberTech MAX System Manager” didn’t 1

start.

Description

Impact Affects monitoring and core functionality

Possible Cause

Recommended To restore this functionality, start the service.

Action

6003 The Service “CyberTech MAX User Manager” didn’t start. 1

Description

Impact Users can’t log in to the application

Possible Cause

Recommended To restore this functionality, start the service.

Action

6004 The Service “CyberTech MAX Audit Manager” didn’t 2

start.

Description

Impact User activities are not logged in the audit trail.

NICE Recording 6.3 - Alarms Guide.docx 33

 Possible Cause

Recommended To restore this functionality, start the service.

Action

6005 The Service “CyberTech MAX Audit Manager” couldn’t

connect to the database.

Description

Impact User activities are NOT logged in the audit trail.

Possible Cause

Recommended To restore this functionality, start the service.

Action

6006 The Service “CyberTech MAX User Manager” couldn’t 1

connect to the database.

Description

Impact User activities are NOT logged in the audit trail

Possible Cause

Recommended To restore this functionality, start the service

Action

6007 The Service “CyberTech MAX Audit Manager” couldn’t 2

connect to the database.

Description

Impact User activities are not logged in the audit trail.

Possible Cause

Recommended To restore this functionality, start the service.

Action

6008 The Service “CyberTech MAX User Manager” stopped 2

unexpectedly.

Description

Impact Users can’t log in to the application

Possible Cause

Recommended To restore this functionality, start the service.

Action The alarm is cleared by the system.

NICE Recording 6.3 - Alarms Guide.docx 34

 6009 The Service “CyberTech MAX Content Manager” 2
stopped unexpectedly.

Description

Impact Affects search and replay functionality

Possible Cause

Recommended To restore this functionality, start the service.

Action The alarm is cleared by the system.

6010 The Service “CyberTech MAX System Manager” stopped 2

unexpectedly.

Description

Impact Affects monitoring and core functionality.

Possible Cause

Recommended To restore this functionality, start the service.

Action The alarm is cleared by the system.

6011 The Service “CyberTech MAX System Manager” could 1

not reach one or more cores.

Description

Impact Affects monitoring and core functionality

Possible Cause

Recommended To restore this functionality, start the service.

Action The alarm is cleared by the system.

6012 The Service “CyberTech MAX System Manager” could 1

not reach one or more MAX services.

Description

Impact Affects monitoring and core functionality.

Possible Cause

Recommended To restore this functionality, start the service.

Action

6100 Smart Index Server connection is not configured in 2

AppFw.

Description

Impact

NICE Recording 6.3 - Alarms Guide.docx 35

 Possible Cause

Recommended Log on to the Application Server (port 80) with an account that
Action has rights to access the global settings. Go to ‘Global Settings >
Smart Index Server Connection’ to enter the configuration and
save it.

6101 Connection between AppFw and Smart Index Server is 1

lost.

Description

Impact

Possible Cause There are multiple reasons for this alarm.

Recommended Check the following and restore if necessary:

Action - Smart Index Server is running
- Network connection between the Smart Index Server and the
AppFw
- Indexing Services is running

6102 Connection between MetaDataFeeder and Smart Index 1

Server is lost

Description

Impact

Possible Cause There are multiple reasons for this alarm.

Recommended Check the following and restore if necessary:

Action - NICE Distributed Recording Server is running
- Network connection between Smart Index Server and NDR
- MetaDataFeeder service is running

6103 Connection between NICE.Synchronization.Attivio (user 1

synchronization) and Smart Index Server is lost.

Description

Impact

Possible Cause There are multiple reasons for this alarm.

Recommended Check the following and restore if necessary:

Action - Smart Index Server is running
- Network connection between the Smart Index Server and the
AppFw
- NICE.Synchronization.Attivio service is running

NICE Recording 6.3 - Alarms Guide.docx 36

 6104 Smart Index Server connection is not configured 2

Description

Impact

Possible Cause

Recommended Log on to the Application Server (port 80) with an account that
Action has the rights to access the global settings. Go to Global
Settings -> Smart Index Server Connection to enter the
configuration and save it.

6105 Connection between Speech Converter and Smart Index 2

Server is lost.

Description

Impact

Possible Cause There are multiple reasons for this alarm.

Recommended Check the following and restore if necessary:

Action - Speech Converter Server is still up and running
- Network connection between the Speech Converter Server
and the Smart Index Server

6106 Connection between Speech Converter and RabbitMQ is 2

lost.

Description

Impact

Possible Cause There are multiple reasons for this alarm.

Recommended Check the following and restore if necessary:

Action - Speech Converter Server is running
- Network connection between the Speech Converter Server
and the Smart Index Server
- RabbitMQ service is running

6107 Connection between Speech Converter and NICE 2

Perform is lost.

Description

Impact

Possible Cause There are multiple reasons for this alarm.

NICE Recording 6.3 - Alarms Guide.docx 37

 Recommended Check the following and restore if necessary:
Action - Speech Converter Server is running
- Network connection between the Speech Converter Server
and NICE Perform
- RabbitMQ service is running

6108 Speech Converter service stopped. 3

Description

Impact

Possible Cause

Recommended Check the Windows Event log and the Speech Converter log for
Action the reason for stopping. Restart the Speech Converter service.

NICE Recording 6.3 - Alarms Guide.docx 38

800x - CTI/CDR Processor Service
The CTI/CDR Processor generates two alarm codes 8000-8003. These alarm codes
indicate the type of alarm. The table below shows the possible messages for each alarm
code.
• 8000 - Alarms The messages are sorted alphabetically within each category.
• 8001 - Errors
• 8002 - Warnings
• 8003 - Messages

8000 Alarm Could not init loaded DLL 1

Description The CTI DLL could not be loaded.

Impact No CTI-based recording.

No CDR, only VOX records in database and Web GUI.

Possible Cause Vendor specific DLL file is incorrectly configured or missing.

Recommended Check if:

Action • the file [vendor name].dll exists in the folder ‘C:\Program
Files\cybertech\ cti_processor\’, and
• settings ‘input_mode=DLL’ and ‘dll_name=[vendor
name].dll’ in the INI file have been configured.

8000 Alarm Lost connection to database, re-trying in 50s… 2

Description Database connection lost between the CTI Server and the Core
Server. The database connection is automatically re-tested
every 50 sec (recording continues).

Impact No impact until grace period of 30 days has expired.

After grace period: No CTI-based recording.
No CDR, only VOX records in database and Web GUI.

Possible Cause Failing TCP/IP connection between the Core Server and the CTI
Server.

Recommended Check (in this sequence):

Action 1. Physical connection (cable)
2. Network configuration, by pinging the CTI Server from the
Core Server, and vice versa
3. Firewall settings of Core Server and CTI Server
4. MySQL database service on Core Server
5. MySQL database configuration: max. number of connected
clients has been reached (check my.ini). Contact the NICE
Support Center with this information
If the problem persists, contact the NICE Support Center.

NICE Recording 6.3 - Alarms Guide.docx 39

 8001 Error Cannot open serial port. Exit.

Description For integrations based on a serial connection, port

configuration settings are checked at start-up of CDR Processor.
Incorrect configuration causes connection to fail.

Impact No CTI-based recording.

No CDR, only VOX records in database and Web GUI

Possible Cause Incorrect serial connection settings.

Recommended • Check if the cable between the CDR port of the PBX and
Action the CTI server is connected to the port specified by the
setting in the .INI file (CDR Processor folder):
• com_port=com1:
• Check if the following settings in the .INI file (CDR
Processor folder) correspond with the serial port settings in
Windows:
• serial_parms=baud=9600 parity=E data=7 stop=
1 rts=on dtr=on

8001 Error Core database not connected and no local recorder 1

database found.
Can not create CDR for VOX recordings, therefore
recordings will be unavailable for playback!

Description The CTI/CDR Processor failed to connect to the recorder

database (MYSQL) and failed to connect to the local database
(SQLite).
No user and channel information could be retrieved from either
database, so user information cannot be added to VOX records.

Impact If user rights in the recorder have been set to ‘only allow
playback of calls made by [a certain user]’, VOX records are
unavailable for playback in the Web GUI.

Possible Cause A. No connection to recorder database at start-up

B. No connection or missing local database at start-up
c. Database file locked by virus scanner.
d. Rights or policies on database file do not permit access.
e. Database file has been deleted.
f. Database file could not be written due to limited
available disk space.

NICE Recording 6.3 - Alarms Guide.docx 40

 Recommended A. Recorder database:
Action Check (in this sequence):
1. Physical connection (cable)
2. Network configuration, by pinging the CTI Server from
the Core Server, and vice versa
3. Firewall settings of Core Server and CTI Server
4. MySQL database service on Core Server
5. MySQL database configuration: max. number of
connected clients has been reached (check my.ini).
Contact the NICE Support Center with this information
B. Local database:
a. Exclude any .DB files in the CDR Processor folder from
the virus scanner configuration
b. Make sure the CDR Processor Service has full access
rights to any file in its own folder
c. Database file will be automatically re-created when
missing (no action). However, cached CDR entries
might have been lost which and do not appear in the
Web GUI.
d. Increase the available disk space by adding another disk
or cleaning up the existing disk.
If the problem persists, contact the NICE Support Center.

8001 Error Could not find required license within grace period. 1
Please contact a sales representative or support
engineer. Exit process...

Description Within 30 days after startup, no license was found for the
installed CTI type.

Impact No CTI-based recording.

No CDR, only VOX records in database and Web GUI

Possible Cause The vendor specific license is incorrect or missing.

Recommended Open the license information page in the Web GUI (system
Action status -> version information), and contact the NICE Support
License Desk ([email protected])

8001 Error Could not find valid license for CTI type <vendor type>. 1

Description No license found for the installed CDR / CTI integration.

Impact No CTI-based recording.

Possible Cause Incorrect license.

NICE Recording 6.3 - Alarms Guide.docx 41

 Recommended Open the license information page in the Web GUI (system
Action status -> version information), and contact the NICE Support
License Desk ([email protected])

8001 Error Could not lock item 1 for CTI type<vendor type>. 1

Description In case of multiple CDR processors (2N CTI Servers), a single

license is available for all systems. Part of this license has been
claimed by one CTI server, but is required by the CTI server
raising the alarm.

Impact No CTI-based recording.

No CDR, only VOX records in database and Web GUI

Possible Cause The vendor specific license is in use by another CTI Server
(CDR Processor).

Recommended 1. Stop the CTI Server that is claiming the required license.
Action 2. Restart the CDR Processor
Contact the NICE Support License Desk ([email protected]) to
purchase additional license(s).

8001 Error Could not lock item 2 for CTI type <vendor type>. 1

Description In case of multiple CDR processors (2N CTI Servers), a single

license is available for all systems. Part of this license has been
claimed by one CTI server, but is required by the CTI server
raising the alarm.

Impact No CTI-based recording.

No CDR, only VOX records in database and Web GUI.

Possible Cause The vendor specific license is in use by another CTI Server
(CDR Processor).

Recommended 1. Stop the CTI Server that is claiming the required license.
Action 2. Restart the CDR Processor
Contact the NICE Support License Desk ([email protected]) to
purchase additional license(s).

8003 Message CTI & CDR Processor closing… 4

Description The CTI/CDR Processor is

• being shut down manually by a user or
• has shut down gracefully as a result of a critical error.

Impact No CTI-based recording.

No CDR, only VOX records in database and Web GUI.

Possible Cause • User initiated shutdown or

• Graceful self-shutdown due to error.

NICE Recording 6.3 - Alarms Guide.docx 42

 Recommended In case of self shut-down of the CTI/CDR Processor, check if a
Action critical error has occurred. If so, consult this manual for the
possible cause and recommended action to resolve the issue.
Once resolved, start the CTI&CDR Processor service from the
Monitor Tool on the CTI server.

8001 Error Failed TCP connection to recorder IP <name> on port 1

<number>

Description (For active recording integrations)

The TCP/IP link between the CTI Server and the recording
system’s CTI Receiver was not established.

Impact No CTI-based recording.

Possible Cause Network connectivity or configuration issues

Recommended Check:
Action 1. Physical connection (cable)
2. Network configuration, by pinging the CTI Server from the
recording system (Satellite or Core with channels), and vice
versa
3. Firewall settings of Core Server and recording system. Port
4245 must be open on the recording system.
4. CTI Receiver service on recording system is running
If the problem persists, contact the NICE Support Center.

8001 Error Failed TCP connection to recorder IP <name> on port 1

<number>, retrying…

Description (For active recording integrations)

The TCP/IP link between the CTI Server and the recording
system’s CTI Receiver failed.
The connection is automatically re-tested.

Impact No channels can be activated for recording anymore: recording

stops.

Possible Cause Network connectivity or configuration issues.

Recommended Check:
Action 1. Physical connection (cable)
2. Network configuration, by pinging the CTI Server from the
recording system (Satellite or Core with channels), and vice
versa
3. Firewall settings of Core Server and recording system. Port
4245 must be open on the recording system.
4. CTI Receiver service on recording system is running
If the problem persists, contact the NICE Support Center.

NICE Recording 6.3 - Alarms Guide.docx 43

 8001 Error Failed to insert CDR record(s) into temporary database 1
because no matching channel could be found

Description The CTI/CDR Processor failed to cache a processed CDR record

in its local storage (SQLite database)

Impact No CTI-based recording.

No CDR, only VOX records in database and Web GUI.

Possible Cause Incorrect configuration of line ID mapping in .CSV file

Recommended Make sure the line IDs in the CDR output of the PBX are
Action matching the Line ID-to-channel mapping in the .CSV file (CDR
Processor folder).

8001 Error Failed to insert CDR record(s) into temporary database. 1

Please check if the local database file is locked, missing
or reached its maximum disk size.

Description The CTI/CDR Processor failed to cache a processed CDR record

in its local storage (SQLite database)

Impact No CTI-based recording.

No CDR, only VOX records in database and Web GUI.

Possible Cause A. Database file locked by virus scanner.

B. Rights or policies on database file do not permit access.
C. Database file has been deleted.
D. Database file could not be written due to limited available
disk space.

Recommended A. Exclude any .DB files in the CDR Processor folder from the
Action virus scanner configuration.
B. Make sure the CDR Processor Service has full access rights
to any file in its own folder.
C. Database file will be automatically re-created when missing
(no action required). However, cached CDR entries might
have been lost which and do not appear in the Web GUI.
D. Increase the available disk space by adding another disk or
cleaning up the existing disk.

8001 Error Invalid time on License: <time stamp>. 1

Description License claimed by CDR Processor has expired.

Time stamp: expiry date and time

Impact All CTI recording stops.

Possible Cause License was not renewed before expiry date and time.

Recommended Contact the NICE Support License Desk ([email protected]) to

Action obtain a license with a new expiry date.

NICE Recording 6.3 - Alarms Guide.docx 44

 8001 Error License Exceeded. License: <Channels>, <Line ID 1
count>, <Channel count>.

Description License does not cover the number of recorded targets.

Impact A number of targets are not monitored for recording.

Possible Cause The number of configured line mappings is exceeding the

licensed maximum.

Recommended • Remove excess line mappings in the .CSV file (CDR

Action Processor folder)
• Contact the NICE Support License Desk ([email protected])
to obtain an extended license.

8001 Error License failed!!! 1

Description Too many errors while trying to check license.

Impact No impact until grace period of 30 days has expired.

After grace period: no CTI-based recording.
No CDR. only VOX records in database and Web GUI.

Possible Cause Corrupt license.

Recommended Do not re-start the CTI Server!

Action Take action before grace period (30 days) has expired.
Contact the NICE Support Center.

8001 Error Requested license could not be confirmed. Could not 1

validate item 1 for CTI type <vendor type>

Description License was requested by CTI server, but part of the license
could not be confirmed by licensing subsystem.

Impact No CTI-based recording.

No CDR, only VOX records in database and Web GUI

Possible Cause A. The licensing service(s) on the recording system are not
running.
B. The license type matches the requested type, but part of
the license is incorrect.

Recommended A. Start the ‘Licensing Service’ in the Monitor Tool on every

Action machine in the recording system.
B. Contact the NICE Support Center to verify if the license
content is correct

NICE Recording 6.3 - Alarms Guide.docx 45

 8001 Error Requested license could not be confirmed. Could not 1
validate item 2 for CTI type <vendor type>.

Description License was requested by CTI server, but part of the license
could not be confirmed by licensing subsystem.

Impact No CTI-based recording.

No CDR, only VOX records in database and Web GUI

Possible Cause A. The licensing service(s) on the recording system are not
running.
B. The license type matches the requested type, but part of
the license is incorrect.

Recommended A. Start the ‘Licensing Service’ in the Monitor Tool on every

Action machine in the recording system.
B. Contact the NICE Support Center to verify if the license
content is correct

8001 Error Required license found, but could not be claimed. Please 1
verify if the recording system contains a sufficient
number of licenses when using multiple CDR processors.
Exit process.

Description In case of multiple CDR processors (2N CTI Servers), a single

license is available for all systems, while only one can claim the
license.

Impact No CTI-based recording.

No CDR, only VOX records in database and Web GUI

Possible Cause The vendor specific license is claimed by another CTI Server
(CDR Processor).

Recommended • Stop the CTI Server that is claiming the required license.
Action • Contact the NICE Support License Desk ([email protected])
to purchase additional license(s).

8001 Error The CTI /CDR processor was stopped ! 1

Because the License could not be validated for <n>
seconds!

Description Claimed license could not be validated for 24 hours. The

license is rejected and the CDR Processor is shut down.

Impact No CTI-based recording.

No CDR, only VOX records in database and Web GUI.

Possible Cause Database connection failure between the CTI server and the
recorder.

NICE Recording 6.3 - Alarms Guide.docx 46

 Recommended Check (in this sequence):
Action 1. Physical connection (cable)
2. Network configuration, by pinging the CTI Server from the
Core Server, and vice versa
3. Firewall settings of Core Server and CTI Server
4. MySQL database service on Core Server
5. MySQL database configuration: max. number of connected
clients has been reached (check my.ini). Contact the NICE
Support Center with this information
After resolving the database connection issue, start the CDR
Processor (if it did not already start automatically).
If the problem persists, contact the NICE Support Center.

8003 Message Connected, TCP connection to recorder IP <name> on 4

port <number>

Description The CTI/CDR Processor has established its connection to the

remotely controlled recording system.

Impact None.

Possible Cause N.A.

Recommended No action required.

Action

8003 Message CTI & CDR Processor connected to Alarm system. 4

Description Appears at start-up. The CTI software is linked to the alarm

systems and is now able to pass alarms.

Impact None.

Possible Cause N.A.

Recommended No action required.

Action

8003 Message Opening, TCP connection to recorder IP <name> on 4

port <number>

Description The CTI/CDR Processor is establishing its connection to the

remotely controlled recording system.

Impact None.

Possible Cause N.A.

Recommended No action required.

Action

NICE Recording 6.3 - Alarms Guide.docx 47

87xx - CTI Receiver

8700 Warning CTI Receiver has stopped 1

Description The satellite/Core with channels is no longer able to receive

start/stop commands and metadata from CTI or CDR servers.

Impact Recording is compromised or unavailable, depending on the

Supervision settings of the recorder.

Possible Cause A. The CTI Receiver has stopped (in a controlled manner) by
human intervention, or by a reboot of the satellite.
B. The CTI Receiver has unexpectedly stopped due to an
application error.

Recommended A. The Service Monitor will automatically re-start the Call

Action Controller service, and the alarm will be cleared.
B. Check the Windows event log for application errors.
If so, call the NICE Support Center with this information.

8701 Message CTI Receiver was started (<Hostname>, <IP Address > 4

Description The satellite is able to receive start/stop commands and

metadata from CTI or CDR servers.

Impact None.
Possible Cause N.A.
Recommended No action required.
Action

8702 Error CTI Receiver lost all connections 1

Description All CTI or CDR servers are disconnected from the system
running the CTI Receiver service (satellite/Core with channels).
The CTI Receiver connection is re-tested every minute. When
the CTI Receiver connection is restored, the system clears the
alarm.

Impact Recording is compromised or unavailable, depending on the

Supervision settings of the recorder.

Possible Cause A. The Call Controller service has stopped.

B. The TCP/IP connection has been lost between the CTI Server
and the system running the CTI Receiver service.

NICE Recording 6.3 - Alarms Guide.docx 48

 Recommended A. Start all services on CTI or CDR servers.
Action B. If the alarm persists, check (in this sequence):
1. Physical connection (cable)
2. Network configuration. Ping CTI Server and system
running the CTI Receiver service, and vice versa
3. Firewall settings of CTI Server and system running the
CTI receiver: port 4245 must be open.
If the problem persists, contact the NICE Support Center.

NICE Recording 6.3 - Alarms Guide.docx 49

88xx - Active IP, CTI-Based Recording
(Call Controller and Link Controllers)

8800 Alarm Service Monitor (dedicated CTI) or Controller Service (all- 3

in-one) stopped <CTI Server name, IP Address>.

Description The Service Monitor checks the status of the actual CTI services.

Impact When the monitor service stops, no alarm is raised upon failure
of a CTI service.
No impact on recording activity.

Possible Cause Service stopped by human intervention, or by an application.

Recommended 1. On CTI Server, open Monitor Tool and start Service Monitor.
Action 2. If the Service Monitor stops again, check and adjust
antivirus settings.
3. If the problem persists, contact NICE Support Center.

8801 Alarm Call Controller stopped <CTI Server name, IP Address, 1

Reason>.

Description The Call Controller service maintains all connected link

controllers.

Impact When the Call Controller service stops, all active recording
stops.

Possible Cause A. The Call Controller has stopped (in a controlled manner) by
human intervention, or by a reboot of the CTI Server.
B. The Call Controller shut down unexpectedly by an
application error.

Recommended A. The Service Monitor will automatically re-start the Call

Action Controller service, and the alarm will be cleared. No further
action required.
B. Check the Windows event log for application errors.
If so, call the NICE Support Center with this information.

8802 Alarm Database not connected <CTI Server name, IP Address, 1

User>.

Description The Call Controller lost connection to the recorder database.

After resolving the problem, the database connection is
automatically restored, and the alarms are cleared by the
system.
It is not required to reboot the system.

NICE Recording 6.3 - Alarms Guide.docx 50

 Impact • Configuration changes made are not applied on the CTI
Server.
• There is no status feedback in Web GUI about links and
targets.
• The CTI components continue running using their last
known configuration.
No impact on recording activity, as long as the CTI Server keeps
on running.

Possible Cause Failing TCP/IP connection between the Core Server and the
network.

Recommended Do not re-start the CTI Server!

Action Check the connection state of the link controller in the Web
GUI: if this is any other state than “Logged in” the connection
was not available at start-up of the CTI Services.
In such a case, check (in this sequence):
1. Physical connection (cable)
2. Network configuration, by pinging the CTI Server from the
Core Server, and vice versa
3. Firewall settings of Core Server and CTI Server
4. MySQL database service on Core Server
5. MySQL database configuration: max. number of connected
clients has been reached (check my.ini). Contact the NICE
Support Center with this information
If the problem persists, contact the NICE Support Center.

8803 Alarm LinkController not connected <CTI Server name, Link 1

name, IP Address, Port>.

Description The CTI link controller connection with PBX or switch failed.

Impact No targets can be recorded through this link controller.

No impact on recording of targets on other link controllers that
are connected.

Possible Cause A. Incorrect parameters:

• Invalid IP Address or Port Settings.
• Invalid Credentials
• Incorrect CTI link security settings (SSL) (if the link
controller supports CTI link security).
B. The CTI interface of the PBX or switch is not connected to
the network.
C. The CTI interface of the PBX or switch is not active or
running.

NICE Recording 6.3 - Alarms Guide.docx 51

 Recommended A. Check parameters of the CTI interface on the PBX or switch:
Action • Connection settings
• Username/password
• SSL settings
In the Web GUI, adjust the connection settings of the link
controller accordingly (cti integration > links > Connection
settings).
B. Verify with the vendor engineer if network connectivity has
been set up properly
C. Verify with the vendor engineer if CTI service(s) are enabled.

8804 Alarm CTI Receiver not connected < CTI Server name, IP 1
Address>.

Description The Call Controller service was unable to connect to a CTI

Receiver service.
The CTI Receiver service is installed on a recorder (Core Server
with channels or Satellite) with CTI controlled recording
channels.
The CTI Receiver connection is re-tested every minute. When
the CTI Receiver connection is restored, the system clears the
alarm.

Impact Active recording by the channels in the recorder with the listed
IP address.
No impact on recording on other servers or satellites (if no such
alarms occur on these systems).

Possible Cause A. The CTI Receiver service has stopped

B. The TCP/IP connection has been lost between the CTI Server
and the system running the CTI Receiver service.

Recommended A. Start CTI Receiver service, and check if the alarm is cleared.
Action B. If the alarm persists, check (in this sequence):
1. Physical connection (cable)
2. Network configuration. Ping CTI Server and system
running the CTI receiver, and vice versa
3. Firewall settings of CTI Server and system running the
CTI receiver: port 4245 must be open.
If the problem persists, contact the NICE Support Center.

8805 Alarm LinkController lost connection with PBX < CTI Server 1
name, Link, Reason>.

Description An unexpected disconnection of a link controller with the PBX

is detected.
The link controller connection is re-tested every minute. When
the link controller connection is restored, the system clears the
alarm.

NICE Recording 6.3 - Alarms Guide.docx 52

 Impact No targets can be recorded through this link controller.
(This does not impact recording of targets on other link
controllers that are still connected.)

Possible Cause A. The TCP/IP connection to the PBX system is lost.

B. The PBX system’s CTI interface does not respond.
C. The PBX system’s CTI interface terminated the CTI session.

Recommended A. Check (in this sequence):

Action 1. Physical connection (cable)
2. Network configuration.
3. Ping the system running the CTI interface of the
vendor’s PBX system, and vice versa (if possible)
4. Firewall settings of CTI Server and system running the
CTI interface of the vendor’s PBX system: port settings
can be found in the specific NICE [vendor] Integration
Manual.
B. Re-start the Link Controller Service.
If alarm 8807 occurs, re-start the system running the CTI
interface of the vendor’s PBX system.
If the problem persists, contact the NICE Support Center.
C. Depending on the reason mentioned in the alarm, contact
the PBX vendor’s engineer/support, or NICE Support Center.

8806 Alarm No license for LinkController <CTI Server name, Link>. 1

Description No valid license was found for this link controller. The link
controller cannot be used for recording.

Impact Because the license appears to be invalid, recording stops.

Possible Cause A. If this alarm occurs 10 minutes after start-up of the CTI
Server/Services, the license type is incompatible with the
CTI integration.
B. Only when using multiple CTI Servers: license still claimed
by failing CTI Server.

Recommended A. Contact the NICE Support License Desk ([email protected])

Action to obtain a valid license to activate the link controller for
recording.
B. Check if all CTI Services on failing CTI Server have stopped.
Wait for X minutes, until licenses have been released and
alarm 8806 has been cleared.
If the alarm persists, restart the CTI Services on the CTI
Server that is now active.
If it still persists, contact the NICE Support Center.

NICE Recording 6.3 - Alarms Guide.docx 53

 8807 Alarm LinkController failed to log on to PBX <CTI Server name, 1
Link, Reason>.

Description The Link controller was not able to connect to the CTI interface
of the PBX.
If the PBX system does not respond to a logon attempt within
120s, the logon is considered to fail.

Impact No targets can be recorded through this link controller.

This does not impact recording of targets on other link
controllers that are still connected.

Possible Cause A. Invalid credentials in the connection settings of the link

controller.
B. If the integration requires additional link parameters for the
connection: incorrect settings.

Recommended A. Verify if the Username is still configured in the PBX, with

Action the correct password.
• If they were changed, enter the new credentials in the
Web GUI (cti integration > links > Connection settings)
• If the problem persists, verify with the vendor engineer if
the credentials have been configured correctly.
B. Check the link parameter settings in the Web GUI
(cti integration > links > General link settings) and correct
them if necessary.
If the problem persists, verify with the vendor engineer if
the settings in the PBX are valid.

8808 Alarm Failed to set multiple targets <CTI Server name, Link> 1

Description Multiple targets could not be selected in the PBX system.

Impact These targets are not recorded.

Possible Cause A. The PBX system has reached the maximum number of
targets to be monitored.
In case of CTI Server Resilience: the number of targets must
be half the number of targets licensed in the PBX
B. The target does not exist in the PBX configuration (e.g.
wrong [primary] phone extension)
For each unselected target an additional alarm 8820 occurs,
showing the target details.

Recommended A. Check the license details in the PBX. If the license is

Action insufficient to monitor the required number of targets,
contact the vendor.
B. Either:
• Correct the target configuration in the web GUI, or
• Create or correct the phone configuration in the PBX.

NICE Recording 6.3 - Alarms Guide.docx 54

 8809 Alarm No free recording channel(s) available <CTI Server 1
name, Link group ID>

Description No recording channel was assigned to this target.

Impact The target is not recorded.

Possible Cause A. For systems that require exactly the same number of
channels as targets: too many targets have been configured.
B. For systems that can have more targets configured than
recording channels: number of targets that are
simultaneously connected in calls, exceeds the number of
available channels.

Recommended A. Either:
Action • Decrease the number of targets in the Web GUI, or
• Obtain a license for more recording channels (additional
hardware can be required)
B. Obtain a license for more recording channels (additional
hardware can be required)

8811 Alarm Failed to record multiple calls <CTI Server name> 1

Description During the last 300 sec at least 3 calls from the PBX system
were not recorded.
All configured targets are actively monitored for call events.
The recording system faces CTI errors when attempting to start
recording.

Impact

Possible Cause Integration specific problem.

Recommended Check in the PBX configuration if the phone set(s) to be

Action recorded is/are not configured to be excluded from recording.
If this is not the cause, contact the NICE Support Center.

8812 Alarm Failed to set multiple conference resources <CTI Server 1

name, Link number>

Description Multiple conference resources could not be selected in the PBX

system.

Impact Insufficient recording resources.

Possible Cause A. The PBX system has reached its maximum number of
conference resources (recorder channels) to be set
B. The conference resource configuration of the recording
system is incorrect, e.g. extension does not exist in PBX
system.

NICE Recording 6.3 - Alarms Guide.docx 55

 Recommended A. Check the license details in the PBX. If the license is
Action insufficient to create the required number of softphones,
contact the vendor.
B. Either:
• Correct the conference resource configuration in the
web GUI, or
• Create or correct the phone configuration in the PBX.

8813 Alarm Stale call event dropped, received message from <CTI 1
Server name, Link> is too old [seconds: <number>]

Description Overload of CTI Server. CTI events are processed with a delay.
The number of call attempts exceeds the maximum supported
BHCA.

Impact Incomplete recordings.

Possible Cause Call frequency too high:

• Many brief calls in short timeframe
• Too many simultaneous call attempts

Recommended Decrease the number of recording targets in the Web GUI.

Action If not desired as a permanent solution, contact NICE Support
Center to discuss options to install an additional CTI Server.

8814 Alarm Channel administration mismatch from <cti-server 1

ID>cause <reason>

Description The Call Controller resets all involved entities: conference

resources, channels and targets

Impact tbd

Possible Cause tbd

Recommended tbd
Action

8820 Error Failed to set target <CTI Server name, Link, Target Type, 1
Value>.

Description One of the targets could not be selected in the PBX system.

Impact The target is not recorded.

NICE Recording 6.3 - Alarms Guide.docx 56

 Possible Cause A. The PBX system has reached it maximum number of targets
to be monitored
B. The target configuration of the recording system is
incorrect.
The Link Controller and Target details are included in the error
message.
If more than 3 targets are not selected within 300 sec, in
addition alarm 8808 occurs.

Recommended A. Check the license details in the PBX. If the license is

Action insufficient to monitor the required number of targets,
contact the vendor.
B. Either:
• Correct the target configuration in the web GUI, or
• Create or correct the softphone configuration in the
PBX.

8821 Error Failed to set conference resource <CTI Server name, 1

Target Type, Value>.

Description One of the conference resources could not be selected in the

PBX system.

Impact Insufficient recording resources.

Possible Cause A. The PBX system has reached its maximum number of
conference resources (recorder channels) to be set
B. The conference resource configuration of the recording
system is incorrect, e.g. extension does not exist in PBX
system.

Recommended A. Check the license details in the PBX. If the license is

Action insufficient to create the required number of softphones,
contact the vendor.
B. Either:
• Correct the conference resource configuration in the
web GUI, or
• Create or correct the phone configuration in the PBX.

8822 Error Failed to link target <CTI Server name, Target Type, 1
Value>to conference resource (extension)

Description One of the targets was not able to link to a conference resource
(recorder channel) selected in the PBX system.
If more than 3 targets are not selected within 300 sec, in
addition alarm 8808 occurs.

Impact The target is not recorded.

NICE Recording 6.3 - Alarms Guide.docx 57

 Possible Cause A. Too few conference resources available:
• The number of conference resources does not match
the number of targets, or
• The number of simultaneously active targets exceeds
the number of conference resources
B. Not all conference resources are available, due to incorrect
configuration of the recording system.
The Link Controller and Target details are included in the error
message.

Recommended A. Increase the number of conference resources.

Action Additional licenses can be required in the PBX system to
create more softphones.
B. Either:
• Correct the conference resource configuration in the
web GUI, or
• Create or correct the softphone configuration in the
PBX.

8823 Error Failed to set audio destination <CTI Server name, Link, 2
Target Type, Value, Call>.

Description The link controller and/or the PBX system did not accept a
channel reserved by the Call controller.

Impact The target is not recorded.

Possible Cause As described in log files

Recommended Make sure all Call controller and link controller log files are
Action available for review, and contact the NICE Support Center.

8824 Error Failed to unlink target <CTI Server name, Target Type, 1
Value>. from conference resource <Link, Extension>

Description Relation between a target and its assigned conference resource

could not be undone, due to an error occurring while deleting or
disabling target.
Impact The target is not recorded when it is selected in the Web GUI.

Possible Cause As described in log files

Recommended Make sure all Call Controller and link controller log files are
Action available for review, and contact the NICE Support Center.

8825 Error CTI License error <CTI Server name, Reason> 1

Description Unavailable or incorrect CTI license.

Impact No CTI-based recording.

Possible Cause As described in ‘reason’

NICE Recording 6.3 - Alarms Guide.docx 58

 Recommended Make a note of the reason. Contact the NICE Support License
Action Desk ([email protected]) to obtain a valid license.

8830 Warning Link in 30 day grace period. Link will stop functioning 3
after license expiry date. <CTI Server name, Link,
License expiry date>

Description A license was assigned at least once to the link controller, but
currently there is no claimed license that can be assigned to this
link.

Impact 30 days after this alarm occurred, recording will not be possible
anymore

Possible Cause A. No communication with the Core Server.

B. The license has expired.
C. The license has been removed.
D. The Licensing service is not running.
E. The license has been claimed by a link controller (of the
same type), during an interruption of the communication
with the Core Server.

Recommended A. Check (in this sequence):

Action 1. Physical connection (cable)
2. Network configuration.
3. Ping the Core Server from the CTI Server.
4. Firewall settings of CTI Server and Core Server: port
settings can be found in the specific NICE [vendor]
Integration Manual.
B. Contact the NICE Support License Desk ([email protected])
to obtain an updated license.
C. Restore the license using the License tool. If the original
license file is not available anymore, contact the NICE
Support License Desk ([email protected]) to obtain a copy
of your license.
D. Restart the Licensing service in the Monitor Tool.
E. Disable the second link controller in the Monitor Tool, and
verify if the alarm is cleared. If not:
• Verify in the Web GUI if a second active link controller has
been configured. If so, set it to standby.
If not:
• Restart the Licensing service in the Monitor Tool.
If problem persists:
• Restart the Call Controller on the CTI server with the link
controller on which the alarm occurs.
If the problem still persists, contact the NICE Support Center.
Have your deployment schematics available.

NICE Recording 6.3 - Alarms Guide.docx 59

 8831 Warning Grace period of link almost elapsed and link still not 3
licensed. Link will stop functioning after grace period.
<CTI Server name, Link, Grace period end time>

Description After the initial start-up of the Call Controller, or when the Call
Controller switches from Standby to Active mode, all link
controllers are licensed for 10 minutes. This is the so-called
“start-up grace period”.
This grace period offers the Call Controller enough time to claim
the licenses, and the link controllers operate normally.
This warning occurs if, halfway the grace period, no license is
yet assigned to the link controller.

Impact No immediate impact, but if no license is found for a link

controller after the start-up grace period, it will stop operating.

Possible Cause A. No communication with the Core Server

B. Invalid license or insufficient number of licenses.

Recommended A. Check (in this sequence):

Action 1. Physical connection (cable)
2. Network configuration.
3. Ping the Core Server from the CTI Server.
4. Firewall settings of CTI Server and Core Server: port
settings can be found in the specific NICE [vendor]
Integration Manual.
B. Contact the NICE Support License Desk ([email protected])
to obtain a correct license, or additional licenses.

8832 Warning Too big license is being claimed for link type. <CTI 3
Server name, Link type, License serial number, Needed
link count, Claimed link count>

Description This CTI Server claims a license that allows more primary,
secondary and redundant link controllers (of one type) than
required.
In normal operation the licensed number of links exactly
matches the number of available link controllers.

Impact None.

Possible Cause A. The license that was purchased does not match the number
of enabled link controllers.
B. For integrations with multiple CTI Servers that have a
different number of link controllers (of the same type): one
of the CTI Servers claimed the wrong license.

NICE Recording 6.3 - Alarms Guide.docx 60

 Recommended A. Check:
Action • The configuration of the integration.
• The number of installed and enabled link controllers
(Web GUI, tabs cti integration > links > Overview of all
links)
If configuration and number of link controllers match the
specifications, no action is required.
B. Either:
• The other license is sufficient for the other CTI Server.
No action required.
• The other license is not sufficient for the second CTI
Server. Alarm 8833 occurs. See there.

8833 Error Too small license is being claimed for link type. Not all 2
links will have a license assigned. <CTI Server name,
Link type, License serial, Needed link count, Claimed link
count>

Description This CTI Server claims a license that does not match the
required number of link roles (primary, secondary, redundant)
for a certain link controller type.
If the CTI Server cannot find a license for the required number
of link controllers, it claims the next best match, to provide at
least a part of the links with a license.

Impact When the start-up or license expiry grace period has elapsed,
the unlicensed link controllers stop operating.

Possible Cause A. The license that was purchased does not match the number
of enabled link controllers.
B. For integrations with multiple CTI Servers that have a
different number of link controllers (of the same type): one
of the CTI Servers claimed the wrong (bigger) license. As a
result, (one of) the other CTI Server(s) has to use the
insufficient license.

Recommended A. Check:
Action • The configuration of the integration.
• The number of installed and enabled link controllers (Web
GUI, tabs cti integration > links > Overview of all links
If configuration and number of installed link controllers
match the specifications, contact the NICE Support License
Desk ([email protected]) to obtain an extended license
B. Stop both Call Controllers, using the Monitor Tool on the CTI
Servers. Wait for approx. 5 minutes, and restart the Call
Controllers.

NICE Recording 6.3 - Alarms Guide.docx 61

 8840 Warning Number of targets exceeds license <CTI Server name, 3
Link, “Available”. “Required”

Description The CTI Link Controller is licensed for a maximum number of

targets selected.

Impact A number of targets are not monitored for recording (they do

not have the status ‘Selected’).

Possible Cause The number of selected targets is exceeding the licensed

maximum.

Recommended Remove selected targets or contact the NICE Support License

Action Desk ([email protected]) to obtain an extended license.

8841 Warning PBX removed target unexpectedly <CTI Server name, 3

Target Type, Value>.

Description A selected target has been made invalid by the PBX system.

Impact This target is not recorded anymore.

Possible Cause A. The target no longer exists in the PBX system.

B. The target has been excluded from recording in the PBX
system.

Recommended A. Verify with the vendor engineer if the phone set is still in
Action service, or has been changed in the dial plan (listing of
available extensions)
B. Verify configuration of the extension in PBX system.

8842 Warning PBX removed conference resource unexpectedly <CTI 3

Server name, Target Type, Value>

Description A selected conference resource has been made invalid by the

PBX system.

Impact This conference resource cannot be used for recording

anymore.
The corresponding target is not recorded, or the number of
simultaneously recorded targets decreases (depending on the
recording method).

Possible Cause The conference resource no longer exists in the PBX system.

Recommended Verify with the vendor engineer if the softphone is still in

Action service, or has been changed in the dial plan (listing of available
extensions).

8843 Warning Failed to record call <CTI Server name, Link, Target 3
Type, Value, Reason>

Description Request for audio denied by PBX/switch.

NICE Recording 6.3 - Alarms Guide.docx 62

 Impact Channel is started, but recording is empty.

Possible Cause Incorrectly configured PBX/switch.

A. System-wide setting
B. Setting for specific phone set (e.g. “exclusion”).

Recommended A. Verify with the vendor engineer if the prerequisites for call
Action recording are correctly configured
B. Ask the vendor engineer to enable call recording for specific
phone set.

8850 Error The link group with No Load Balance strategy contains 2
more than one primary link that can manage targets
<CTI Server name, Link group>

Description In one link group two or more primary link controllers (of the
same type) were defined.

Impact No recording.

Possible Cause Configuration error.

Recommended Correct the error in configuration: define one of the link

Action controllers as ‘secondary’ (Web GUI: tabs ct integration > link
groups > Role overview for group)

8851 Error Primary link contains secondary and redundant links at 2

the same time <CTI Server name, Link group, Link>

Description Function ‘redundant links’ is not active yet.

Impact

Possible Cause

Recommended
Action

8852 Error Link has failed. Unable to find any other available link to 2
swap over <CTI Server name, Link group, Faulty link>

Description Upon failure of link controller, no failover was possible.

Impact No recording

Possible Cause A. Secondary link controller was installed but is not running.
B. Configuration error. Secondary link required in the link
group, but not added.

Recommended A. On the CTI server, start the link controller service in the
Action Monitor Tool.
B. Add a secondary link controller to the link group (in Web
GUI: ct integration > link groups > Link groups overview

NICE Recording 6.3 - Alarms Guide.docx 63

 8853 Error No active links in link group <CTI Server name, Link 2
group, Reason>

Description The status of all link controllers in the Role overview is not
‘Active’.

Impact No recording

Possible Cause A. Configuration error:

• Link is not enabled
• Link is not Logged in.
B. Link controller service is not running.

Recommended A. Correct configuration error:

Action • Enable link ((in Web GUI: cti integration > links >
General link settings – Link enabled)
• Correct the connection settings, and/or link parameters
B. On the CTI server, start the link controller service in the
Monitor Tool.

8854 Message Link has failed. Swap over successful <CTI Server name, 4
Link group, Faulty link, New active link>

Description For information only.

Impact None.

Possible Cause N.A.

Recommended No action required.

Action

8855 Message Fail-back successful <CTI Server name, Link group, 4

Former active link, New active link, Fail-back type>

Description For information only. The failback was performed either

automatically or manually.

Impact None.

Possible Cause N.A.

Recommended No action required.

Action

8860 Message Call controller started <CTI Server name, IP Address, 4

Version>.

Description The Call Controller service has started.

Appears when the CTI Server system starts and all CTI services
automatically start.

NICE Recording 6.3 - Alarms Guide.docx 64

 Impact None.

Possible Cause N.A.

Recommended No action required.

Action

8861 Message Database connected <CTI Server name, IP Address, 4

User>.

Description The Call Controller service has established a connection with

the recorder database on the Core Server system.
Appears when:
• the CTI Server system starts and all CTI services
automatically start, or
• when the database connection was restored due to error
8802

Impact None.

Possible Cause N.A.

Recommended No action required.

Action

8862 Message Link Controller connected <CTI Server name, Link, IP 4

Address, Port>.

Description The link controller connection has been established.

Appears when:
• the CTI Server system starts and all link controllers start
automatically, or
• When the link controller was restored due to error 8805.

Impact None.
Possible Cause N.A.
Recommended No action required.
Action

8863 Message CTI Receiver connected <CTI Server name, IP Address>. 4

Description The CTI Receiver connection has been established.

Appears when the CTI Server is connected to the satellite with
the IP address mentioned.
Impact None.
Possible Cause N.A.
Recommended No action required.
Action

NICE Recording 6.3 - Alarms Guide.docx 65

 8864 Message Satellite Preference for Satellites <CTI Server name, 4
Hostname> was not possible, routed to Satellite <#>
instead <Link group>

Description A preferred satellite has been assigned as result of a preference

rule.

Impact None.
Possible Cause N.A.
Recommended No action required.
Action

8880 Message New CTI Server has been added <CTI Server name, ID, 4
Alias, Name, IP address>

Description A new CTI server has started. The Call controller inserts a new
entry in the call controllers table to register itself.
Impact None.
Possible Cause N.A.
Recommended No action required.
Action

8881 Message CTI Server has been updated <CTI Server name, ID, 4
Alias, Name, IP address>

Description The Call controller has detected that the CTI server has a
different computer name or IP address.

Impact None.
Possible Cause N.A.
Recommended No action required.
Action

8882 Error Link group contains links that belong to a different CTI 2
server <CTI Server name, Link group, CTI server ID>

Description Under normal circumstances, this situation is not possible. The

Web GUI prevents adding links from different CTI Servers to the
same link group.

Impact Improper functioning of the recording system.

Possible Cause This could only occur if changes have been made directly in the
database.

Recommended Correct the configuration: in Web GUI cti integration > link
Action groups > Link groups overview, remove the incorrectly added
link from the link group.

NICE Recording 6.3 - Alarms Guide.docx 66

89xx - Service Monitor

8900 Error Service <name> is not running <host><IP> 1

Description A monitored CTI service, which should run according to service

configuration, is not running.
Impact Recording is compromised or unavailable.

Possible Cause A monitored service has been:

A. Stopped in the ‘Services’ configuration in Windows.
B. Disabled in the ‘Services’ configuration in Windows.

Recommended To restore service operation:

Action A. Service Monitor will automatically attempt to start the
service. If the problem persists, contact the NICE Support
Center.
B. Enable the service in the Windows ‘Services’ configuration
(Computer > Manage > Services and Applications).
Set the service to ‘Auto’ to ensure it is always started upon
system startup.

8901 Error Service <name> removed <host><IP> 1

Description A running CTI service has been removed or uninstalled.

Impact Recording is compromised or unavailable.

Possible Cause The service has been removed

A. Manually, e.g. using the ‘sc delete’ command from a
Windows command prompt.
B. Automatically, when removing one of multiple CTI
integrations deployed on a single CTI server.

Recommended A. Verify which type and version of the CTI integration is

Action installed on the CTI server and run its setup file.
Select the ‘repair’ option to re-install the removed service.
B. One of two options:
• If the CTI integration should not have been removed,
run the setup file again to re-install the integration and
restore service operation.
• If the CTI integration was intentionally removed, clear
and confirm the alarm in the Web GUI.
If none of these solutions apply, contact the NICE Support
Center.

8902 Warning Webservice <name> failed <host><IP> <reason> 1

Description A running CTI web service has been removed or uninstalled.

NICE Recording 6.3 - Alarms Guide.docx 67

 Impact Recording is compromised.

Possible Cause The service has been

A. Manually removed from the Core Server or CTI server, e.g.
using the IIS Manager in Windows.
B. Automatically removed when uninstalling the product
containing the web service.

Recommended A. Check:
Action 1. Host and IP information in the warning and determine if
the Core Server or CTI server is affected.
2. Type and version of the product that is installed on the
Core Server or CTI server, and run its setup file.
Select the ‘repair’ option to re-install the removed web
service.
B. One of two options:
• If the product should not have been removed, run the
setup file to re-install the product and restore the web
service operation.
• If the product was intentionally removed, clear and
confirm the alarm in the Web GUI.
If none of the possible solutions apply, contact the NICE Support
Center.

8905 Warning Less than <N >MB free space on volume 3

<name><host><IP>

Description CTI server disk space is low.

Impact Recording might become compromised if the system runs out

of disk space. No automatic action is taken.

Possible Cause A. Hard disk size too small, e.g. due to failing disks in a RAID
array.
B. 3rd party products installed on the CTI server that require a
larger disk size.
C. Log file retention time is set too high.

Recommended A. Increase the hard disk size, or resolve issues with storage
Action system like RAID array.
B. Uninstall 3rd party products and install them on a separate
machine.
C. Decrease log file retention time. See the applicable
Integration Manual for details.
If none of the possible resolutions apply, contact the NICE
Support Center.

NICE Recording 6.3 - Alarms Guide.docx 68

 8906 Message Less than <N>MB free space on volume 2
<name><host><IP>, deleting oldest log files

Description CTI server has reached critically low disk space.

Impact Recording might become compromised if the system runs out

of disk space. Automatic action is taken by deleting CTI
component log files from previous days until disk space reaches
a non-critical size.

Possible Cause A. Hard disk size too small, e.g. due to failing disks in a RAID
array.
B. 3rd party products installed on the CTI server that require a
larger disk size.
C. Log file retention time is set too high.

Recommended If the automatic action only temporarily resolves this issue:

Action A. Increase the hard disk size, or resolve issues with storage
system like RAID array.
B. Uninstall 3rd party products and install them on a separate
machine.
C. Decrease log file retention time. See the applicable
Integration Manual for details.
If none of the possible resolutions apply, contact the NICE
Support Center.

8910 Message Service Monitor started <host><IP><version> 4

Description The Service Monitor service on a CTI server has started.

Impact None, for information only

Possible Cause N.A.

Recommended No action required.

Action

NICE Recording 6.3 - Alarms Guide.docx 69

94xx - Screen Recording

9400 Error The Screen Recorder directory <location> runs out of 1

disk space, recording of new screens is stopped!

Description The Screen Recorder cannot write any new screen recordings to
the location as it doesn't have enough space.

Impact See description.

Possible Cause Not enough disk space.

Recommended Delete old files or increase disk space.

Action The screen recorder automatically starts recording again.

NICE Recording 6.3 - Alarms Guide.docx 70

11xxx – Resilience
11010 – 11029: CTI Server Resilience
11030 - 11049: E1 N+1 Satellite Resilience
11050 - 11069: Core Server Redundancy
11080 - 11099: 2N Satellite Resilience
11100-11109: 2N Archiving

11010 Message Failover attempt started for CTI Server <server id> 3
due to error <error number>.

Description The active CTI Server indicated a problem. It started to

attempt switching over to the standby CTI Server. The
standby CTI Server is being activated.

Impact The standby CTI server will take over all CTI tasks and the
failing CTI Server will be placed into standby, if possible.

Possible Cause N.A.

Recommended Monitor the process and wait for message 11011, indicating
Action successful failover.
It might take a few minutes for all recording targets to be
reinitialized on the standby CTI Server.

11011 Message Failover succeeded for CTI Device <server id>. CTI 4
Server currently activated <server id>.

Description The standby CTI Server has now changed into the active one.
Successful CTI Server failover.

Impact None.

Possible Cause N.A.

Recommended No action required.

Action

11012 Alarm Failover attempt failed for CTI Server <server id>. 1
Tried to failover to CTI Server <server id>. <Fail
reason>.

Description Something unexpected happened during failover, and the

standby CTI Server could not be activated.

Impact Active Recording for the previously active CTI Server has
stopped.

NICE Recording 6.3 - Alarms Guide.docx 71

 Possible Cause A. Depends on reason of failure.
B. Incorrect configuration of Resilience
C. Connection to the database lost

Recommended A. See failure reason.

Action B. Correct the Resilience configuration
C. Check the connection to the database
1. Physical connection (cable)
2. Network configuration, by pinging the Core Server
from the CTI Server, and vice versa
3. Firewall settings of CTI Server and Core Server.
4. MySQL database service on Core Server

11013 Message Failover re-commissioning started for CTI Server 3

<server id>.

Description CTI Server re-commissioning started.

Impact Failover re-commissioning succeeded for CTI Server <server

id>.

Possible Cause N.A.

Recommended Monitor the process and wait for message 11014, indicating
Action successful re-commissioning

11014 Message Failover re-commissioning succeeded for CTI Server 4

<server id>.

Description CTI Server re-commissioning successful.

Status ‘Failed over’ cleared.
Role set to ‘Standby’.

Impact None.

Possible Cause N.A.

Recommended No action required.

Action

11016 Alarm Resilience Agent Keep-Alive time-out occurred on <IP 2

Address>

Description Time out of keep-alive notification on one of the CTI Servers

Impact No failover or re-commissioning possible for CTI Server with

the address mentioned

Possible Cause Connection lost between the CTI Servers.

NICE Recording 6.3 - Alarms Guide.docx 72

 Recommended Check the network connection between both CTI servers:
Action 1. Physical connection (cable)
2. Network configuration, by pinging one CTI Server from
the other, and vice versa
3. Firewall settings of both CTI Servers.

11017 Message The user initiated a forced failover on CTI Server 4

<server id>

Description Manual failover activated by user.

The standby CTI Server has now changed into the active one.
Successful CTI Server failover.

Impact None.

Possible Cause N.A.

Recommended No action required.

Action

11018 Error The configuration is incorrect, failover will not 1

proceed. Reason <reason>

Description Failover was not performed.

Impact See description

Possible Cause Incorrect failover configuration.

Recommended Check the reason mentioned in the message.

Action Where required, correct the Resilience configuration in the
Web GUI.

11030 Message E1 N+1: Satellite failover attempt started for Satellite 3

Recorder <ID>,
due to error <alarm #>

Description Failover to the N+1 standby satellite has been triggered.

Failover attempt has started. The standby satellite is now
being activated.

Impact None.

Possible Cause N.A.

Recommended Monitor the process and wait for message 11031, indicating
Action successful failover

11031 Message E1 N+1: Failover attempt succeeded for recorder 4

<ID>

Description Failover to the N+1 standby satellite was successful.

NICE Recording 6.3 - Alarms Guide.docx 73

 Impact None.

Possible Cause N.A.

Recommended No direct action required.

Action Repair the failing satellite to make it available for failback.
Repairing will not have impact on the operation of the
recording system.

11032 Alarm E1 N+1: Failover attempt failed for recorder <ID>. 1

Fail reason: <reason>

Description Something unexpected happened during failover, failover

was not performed.

Impact Possible loss of recordings

Possible Cause A. Incorrect configuration of the Resilience

B. Failing switch matrix.

Recommended A. Correct the Resilience configuration in the Web GUI.

Action B. Check if the relay is connected properly.

11033 Message E1 N+1: Failover re-commissioning started for 3

recorder <time>

Description The failed satellite is re-commissioned by a user. Fallback to

the repaired satellite is initiated.

Impact None.

Possible Cause N.A.

Recommended Monitor the process and wait for message 11034, indicating
Action successful re-commissioning

11034 Message E1 N+1: Failover re-commissioned successfully for 4

recorder <ID>

Description Re-commissioning successful. Operation for satellite <ID>

restored. Standby satellite available for new failover.

Impact None.

Possible Cause N.A.

Recommended No action required.

Action

NICE Recording 6.3 - Alarms Guide.docx 74

 11035 Alarm E1 N+1: Failover re-commissioning failed for 1
recorder <ID>. Reason: <reason>

Description Re-commissioning was not successful.

Impact See description.

Possible Cause A. Incorrect configuration of the Resilience

B. Failing switch matrix.

Recommended A. Correct the Resilience configuration in the Web GUI.

Action B. Check if the relay is connected properly.

11036 Alarm E1 N+1: Resilience Agent Keep-Alive time-out 2

occurred for recorder <ID>

Description Time out of keep-alive notification on a satellite.

Impact No failover or re-commissioning of satellite <ID> possible.

Possible Cause A. Connection lost between satellite and (resilience manager

on) Core Server
B. Resilience services on satellite are not running

Recommended A. Check connection between satellite and Core Server

Action 1.Physical connection (cable)
2. Network configuration, by pinging the Core Server
from the satellite, and vice versa
3. Firewall settings of both Core Server and satellite.
B. Make sure Resilience services on satellite are running

11037 Message E1 N+1: The user initiated a forced failover on 4

recorder <ID>

Description Manual failover activated by a user. The N+1 standby

satellite is activated.

Impact None.

Possible Cause N.A.

Recommended No action required.

Action

11038 Alarm E1 N+1: Failed to connect to E1 N+1 Relay Unit <IP 2

address>

Description System is not able to failover or to be re-commissioned.

Impact No failover.

Possible Cause Connection lost between (resilience manager on) Core Server
and switch matrix (relay unit).

NICE Recording 6.3 - Alarms Guide.docx 75

 Recommended 1. Check the network connection to the relay unit.
Action 2. Check if the relay unit is responsive:
Try and browse to the relay unit’s IP address to bring up
the configuration web page. This indicates if the unit is
responsive or not.
Refer to the relay unit’s Troubleshooting manual.

11039 Error E1 N+1: The configuration is incorrect, failover will 1

not proceed. Reason <reason>

Description Failover could not be performed.

Impact See description.

Possible Cause Incorrect failover configuration.

Recommended Correct the Resilience configuration in the Web GUI.

Action Use the details shown in <reason>

11040 Alarm E1 N+1: Failed to switch the relay unit <IP 1

address>

Description Unable to control the relay unit.

Impact Attempt to failover or re-commission failed.

Possible Cause A. The network connection to the relay unit is lost.

B. The relay unit is not responding.

Recommended A. Check the network connection to the relay unit.

Action B. Check if the relay unit is responsive:
Try and browse to the relay unit’s IP address to bring up
the configuration web page. This indicates if the unit is
responsive or not.
Refer to the relay unit’s Troubleshooting manual.

11041 Error E1 N+1: A failover occurred but the standby N+1 1

recorder <ID> is failed with <alarm>

Description System is unable to failover to the N+1 standby recorder

because the standby recorder is in failed state.

Impact Possible loss of recordings

Possible Cause The N+1 standby recorder is in failed state.

Recommended Fix the failed satellite and re-commission it. Use the alarm
Action indication in the error message.
After this failover will be possible

NICE Recording 6.3 - Alarms Guide.docx 76

 11050 Message Failover attempt started for core server <host> due 3
to error <error>

Description Core Server failover triggered, failover in progress

Impact None.

Possible Cause N.A.

Recommended Monitor the process and wait for message 11051, indicating
Action successful Core Server failover.

11051 Message Failover succeeded for core server <host>. Core 4

server currently activated: <host>

Description Core Server failover successful.

Impact None.

Possible Cause N.A.

Recommended No action required.

Action

11052 Alarm Failover attempt failed for core server <host>. Tried 1
to failover to core server <host>. Fail reason
<reason>

Description Core Server failover attempt failed.

Impact No failover.

Possible Cause Database communication error. See reason.

Recommended 1. Check connections between both Core Servers and

Action connection speed.
2. Check if the MySQL Databases on both Core Servers are
running normally.
If not, contact the NICE Support Center.

11053 Message Failover recommissioning started for core server 4

<host>.

Description Core Server re-commission button pressed in Web GUI.

Automatic fail-back procedure has started.

Impact None.

Possible Cause N.A.

Recommended Monitor the process and wait for message 11054, indicating
Action successful automatic Core Server fail back.

NICE Recording 6.3 - Alarms Guide.docx 77

 11054 Message Failover recommissioning succeeded for core server 4
<host>.

Description Automatic Core Server fail-back completed.

Impact None.

Possible Cause N.A.

Recommended No action required.

Action

11055 Alarm Failover recommissioning failed for core server 1

<host>. Reason: <reason>

Description Execution of fail-back request via Web GUI, failed.

Retry after the issue causing this failure has been resolved.

Impact Re-commissioning cancelled.

Possible Cause A. Erratic connection speed

B. Network connection failure between the Core Servers,
blocking Database access.
C. MySQL Database problems on one of the Core Servers.

Recommended A. Check connection speed

Action B. Check connections between both Core Servers
C. Check if the MySQL databases on both Core Servers are
running normally.
If not, contact the NICE Support Center.
After resolving the issue reattempt re-commissioning via the
Web GUI.

11056 Alarm Resilience Agent Keep-Alive time-out occurred on 2

<host>

Description The Keep-alive timer between the Core Servers timed out.

Impact • If the Keep-Alive notification stops on the active Core

Server:
• Failover is triggered (if the standby Core Server is on
line).
• After failover, re-commissioning will not be possible.
• If the Keep-Alive notification stops on the standby Core
Server:
• No impact. However, failover might not be possible.
• If the connection between both Core Servers is lost, and
the standby Core is on line, the standby initiates failover.
The satellites re-direct their recordings to the standby.

NICE Recording 6.3 - Alarms Guide.docx 78

 Possible Cause A. Resilience services are not running
B. Connection lost between both Core servers

Recommended A. Make sure the Resilience services are running.

Action B. Check the connection between both Core servers.
1. Physical connection (cable)
2. Network configuration, by pinging one Core Server
from the other, and vice versa
3. Firewall settings of both Core Servers.

11057 Message The user initiated a forced failover on core server 4

<host>

Description Manual failover activated by user.

The standby Core Server has now changed into the active
one. Successful Core Server failover.

Impact None.

Possible Cause N.A.

Recommended No action required.

Action

11058 Error The configuration is incorrect, failover will not 1

proceed. Reason <reason>

Description Core Server Resilience has not been configured correctly.

The configuration is verified every 30 seconds. It means that
an issue is not always reported immediately.

Impact No failover.

Possible Cause A. No resilience group exists

B. Two Core Server hosts have not been defined.

Recommended Check the configuration and make sure:

Action A. A Resilience group has been defined
B. Two Core Server hosts have been defined
The active Core Server must be in the state Active, the
standby in the state ‘Replicating’.

11059 Error A failover occurred but the standby core server 1

<host> failed with error <error>

Description The active Core Server has failed, and attempts to fail over.
The standby Core Server is not operational (not in the state
‘Replicating’)

Impact All recording stops.

Possible Cause See error number

NICE Recording 6.3 - Alarms Guide.docx 79

 Recommended Make standby Core Server operational again Action depends
Action on error number.

11060 Database replication stopped unexpectedly on the ?

Standby Core Server <host>

Description Database replication between the Core Servers has stopped.

The status of the standby Core Server in the web GUI is ‘Not
replicating’.
All database actions on the active Core Server are still logged.
Replication restarts automatically when the issue causing
failure is resolved.

Impact No replication possible between the active and standby Core

Servers.
Failover is not possible.
No impact on recording (on the active Core Server).

Possible Cause A. Network connection lost

B. Resilience services not running on standby Core Server
C. MySQL Database service stopped on standby Core Server

Recommended A. Check network connection:

Action 1. Physical connection (cable)
2. Network configuration, by pinging one Core Server
from the other, and vice versa
3. Firewall settings of both Core Servers blocking
replication (port 3306)
B. Make sure the Resilience services are running.
Check this on both Monitor Tool and in the Service and
Applications of Windows Computer Management.
C. Check if the MySQL database on the standby Core Server
is running normally Replication logfiles of MySQL Service
are located in <database drive>\mysql\data\. The log
file name is <hostname>.err
If they are not running normally, contact the NICE
Support Center with this information.

11061 The following failover clients <client hosts>, are 1

unreachable from host <core host>. These clients
will not respond if the core fails over. Check the
failover clients list in the resilience group
configuration

Description Failover clients, such as satellites and CTI Servers, are not
reachable. When Core Server failover is triggered, it is not
possible to notify these clients, and they will not reconnect to
the standby Core Server.
The resilience manager on the Core Server is not able to
connect to the resilience failover client on the satellites.

NICE Recording 6.3 - Alarms Guide.docx 80

 Impact • If the client is a satellite, recording continues. (But the
recordings are buffered on the satellite and calls are not
visible in Web GUI.)
• If the client is a CTI Server, recording might be
compromised

Possible Cause Wrong information in the list of failover clients. This list
contains the IP addresses/ server names of all systems that
must be notified about the failover.

Recommended • Check and correct the failover clients list in the resilience
Action group configuration.
• Restart redundancy Services on active and standby Core
Servers. This enforces re-reading of client IP addresses
and host names.

11062 Failover attempt aborted for core server <host>. ?

Reason: <reason>

Description Failover has been aborted due to a replication error.

Impact No failover.

Possible Cause Replication error. See also reason.

Recommended 1. In the Web GUI, disable failover temporarily.

Action 2. Use the Replication utility to manually export the
database from the active Core Server to the Standby Core
Server.
3. In the Web GUI, enable failover again.
4. If failover is still required, activate it manually using the
Web GUI.

11063 Alarm Failover has now been disabled. Reason: Replication 1

is behind <seconds>s, (max allowable lag = 1800s)

Description Failover has been disabled because replication is too far

behind. This is to prevent data loss when failing back.

Impact No failover possible.

Possible Cause • Erratic network speed

• Performance issue on standby Core Server (e.g. scanning
by antivirus application)
• Replication issue

Recommended Investigate why the replication is behind.

Action

NICE Recording 6.3 - Alarms Guide.docx 81

 11064 Alarm An address of a core failover client cannot be 1
resolved. (Address = '<address>')

Description An address in the field ‘Core link failover clients’, Core Server
Resilience group configuration, cannot be resolved

Impact The specific client keeps trying to connect to the failed Core
Server.
• If this client is a satellite, recording continues. (But the
recordings are buffered on the satellite and calls are not
visible in Web GUI.)
• If this client is a CTI Server, recording might be
compromised.

Possible Cause Changes made to IP addresses or hostnames in CTI or

satellite clients

Recommended • Restart the resilience services. This forces CSR to resolve

Action the host addresses again.
• Ensure no host resolve issues still exist on the system.
Check the failover clients list in the resilience group
configuration (IP addresses/server name).
• Use DNS lookup from the Core Server to any CTI or
satellite clients that fail to connect.

11065 Alarm Core Server: Resilience service stopped unexpectedly: 1

<service>
Description <Service>can be one of the following
• 'Resilience Agent on Master Core'
• 'Resilience Manager on Master Core'
• 'Resilience Agent on Slave Core'
• 'Resilience Manager on Slave Core'

Impact No resilience available

Possible Cause A. Network connection lost

B. Redundancy services not running on slave Core Server
C. MySQL Database service stopped on slave Core Server

Recommended A. Check network connection:

Action 1. Physical connection (cable)
2. Network configuration, by pinging one Core Server
from the other, and vice versa
3. Firewall settings of both Core Servers blocking
replication (port 3306)
B. Make sure the Resilience services are running.
Check this on both Monitor Tool and in the Service and
Applications of Windows Computer Management.
C. Check if the MySQL database on the standby Core Server
is running normally Replication logfiles of MySQL Service

NICE Recording 6.3 - Alarms Guide.docx 82

 are located in <database drive>\mysql\data\. The log
file name is <hostname>.err
If they are not running normally, contact the NICE
Support Center with this information.

11070 Message Resilience Monitor: Mysql Database connections have

exceeded the defined threshold.

Description The number of MySQL connections has exceeded a certain

threshold, above which is considered an abnormal number
of connections.

Impact Abnormal numbers of connections indicate potentially

serious issues with connecting to the database.

Possible Cause A. Network or DNS issues (which can cause MySQL to build
up several open connections).
B. An exceptionally large system configuration with multiple
nodes accessing the database.

Recommended Investigate why there are so many database connections.

Action Increase the maximum number of connections if really
required.

11080 Message Failover attempt started for satellite recorder 2

<recorder id>, due to error <error id> standby
Satellite is set for recording.

Description One of the CTI controlled satellites has failed.

Impact No failover.

Possible Cause See error number mentioned in message.

Recommended Depends on error number.

Action

11081 Message Failover succeeded for satellite recorder <recorder 4

id>, Satellite currently activated = <recorder id>

Description The standby satellite is now in use. Successful satellite

failover.

Impact None.

Possible Cause N.A.

Recommended No action required.

Action

NICE Recording 6.3 - Alarms Guide.docx 83

 11082 Alarm Failover attempt failed for satellite recorder <recorder 1
id>. Tried to failover to satellite <recorder id>. Fail
reason = <fail reason>

Description The standby satellite cannot be activated.

Impact Recording for targets recorded on the failing satellite

stopped.

Possible Cause A. See fail reason.

B. Incorrect resilience configuration on satellite.
C. Resilience services are not running on the standby
satellite.

Recommended A. Depends on reason of failure.

Action B. Correct the resilience configuration in the Web GUI.
C. Make sure the Resilience services are running on the
satellite.
Check this on both Monitor Tool and in the Service and
Applications of Windows Computer Management.

11083 Message Failover recommissioning started for satellite recorder 3

<recorder id>

Description The failing satellite is now being re-commissioned. Automatic

fail-back procedure has started. Checks are being made to
verify that it is OK to fail back.

Impact None.

Possible Cause N.A.

Recommended Monitor the process and wait for message 11084, indicating
Action successful re-commissioning.

11084 Message Failover recommissioning succeeded for satellite 4

recorder <recorder id>

Description The failing satellite has been re-commissioned. This satellite

is now available as standby.

Impact None.

Possible Cause N.A.

Recommended No action required.

Action

NICE Recording 6.3 - Alarms Guide.docx 84

 11085 Message Failover recommissioning failed for satellite recorder 1
<recorder id>. Reason: <failure reason>

Description Re-commissioning has failed. The reason is provided.

Re-commissioning will fail if the alarm on the satellite is
included in the error profile of the satellite’s resilience group.

Impact The satellite cannot be used as a standby until

re-commissioning succeeds.

Possible Cause Active satellite is not yet operational.

Recommended 1. See reason of failure.

Action 2. Check the services on the active satellite.
3. Make sure the active satellite has no active alarms (that
are included in the alarm profile).

11086 Message Resilience agent keep-alive time-out occurred on <IP 2

address>

Description The resilience manager did not receive keep-alive

notifications from a resilience agent within the configured
timeout period.

Impact Failover not possible.

Possible Cause A. Resilience services not running

B. Connection between satellite and (resilience manager on)
Core Server.

Recommended A. Make sure the Resilience services are running on the

Action satellite.
Check this on both Monitor Tool and in the Service and
Applications of Windows Computer Management.
B. Check network connection:
1. Physical connection (cable)
2. Network configuration, by pinging the Core Server
from the satellite, and vice versa
3. Firewall settings of satellite and Core Server.

11087 Message The user initiated a forced failover on satellite recorder 4

<recorder id>

Description This message occurs when the user clicks the ‘force failover’
button for a host in the resilience hosts page of the web GUI.

Impact None.

Possible Cause N.A.

Recommended No action required.

Action

NICE Recording 6.3 - Alarms Guide.docx 85

 11088 Message The configuration is incorrect, failover will not 1
proceed. Reason = <reason>

Description The configuration in the GUI for 2N Satellite Resilience has

been found to be incorrect. The reason is provided.

Impact Failover not possible.

Possible Cause A. See reason.

B. Incorrect configuration.

Recommended A. Depends on reason of failure

Action B. Check and correct configuration: there must be two
satellites per group

11089 Error Failover occurred, but the standby satellite recorder

<recorder id> is failed with error <error id>

Description Failover occurred, but the standby satellite recorder

<recorder id> is failed with error <error id>

Impact Failover succeeded, but the standby satellite has an error on

it, shown by the error code. This error is not included in the
error profile of the satellite’s resilience group.

Possible Cause Depends on the error.

Recommended Depends on the error.

Action

11100 Remote database link to %s lost, replication not 3

possible until the issue is resolved

Description

Impact No database replication

Possible Cause Network failure.

Recommended • Check network connections

Action • Check database connection settings

11101 Replication run stopped unexpectedly, check 3

replication log for details. (Reason=<reason>)

Description

Impact No database replication

Possible Cause • Services are not running

• As described in Windows log files

NICE Recording 6.3 - Alarms Guide.docx 86

 Recommended Check:
Action • Services on Monitor Tool
• Windows event logs

11102 Replication run completed 4

Description For information only.

Impact None.

Possible Cause N.A.

Recommended No action required

Action

11102 Error Calls older than 24 hours and awaiting replication

were found by 2N Single Archiving

Description The 2N Single Archiving process is running behind.

The replication process includes calls older than 24 hours.
During replication, this is periodically checked in batches of
1000 calls (approx. one minute of processing),
The archiving on Core Server 2 has a delay of two days, to
give the system time to remove the redundant calls (already
archived by Core Server 1). If the amount of calls is too high
and the system runs behind, all calls are archived before
Core Server 2 can check and, when needed, remove them.

Impact The archive might contain duplicated calls.

Possible Cause A. The 2N Single Archiving process has run for the very first
time and there are historical calls in the system older
than 24 hours
B. The 2N Single Archiving process didn't run during the last
day
C. Call traffic is higher than the recommended amount and
the 2N Single Archiving process is running behind

Recommended A. None
Action B. Check the scheduling configuration of 2N Single
Archiving
C. Review system load and increase specification of
hardware if needed

NICE Recording 6.3 - Alarms Guide.docx 87

GUI Messages

3 Finger print matches, file is authentic.

Description MD5 fingerprint in call is correct, call is authentic.

Impact

Possible Cause

Recommende
d Action

2, 4, 100-102 Finger print does not match, file has been changed.

Description MD5 fingerprint in call is not correct, call is not authentic.

Impact

Possible Cause

Recommende
d Action

200 - 219 Error reading file.

Description Call wave file could not be found on local medium or archive
medium. If the problem reading the file was unexpected
because the call wave file should have been on a local medium,
an error value 210-219 is added to indicate the exact problem.
This value could be passed to the NICE Support Center for
further support.

Impact

Possible Cause

Recommende
d Action

220 Invalid encryption key, could not decrypt file.

Description Encryption key defined for the recorder is not the correct key
for the call currently replayed. A PC Replay station could be
used to replay this call from an archive medium.

Impact

Possible Cause

Recommende
d Action

NICE Recording 6.3 - Alarms Guide.docx 88

 The call should be available on one or more of the media
with the following media secure codes.

Description Call available for playback from archive medium. The archive
medium reference (secure code) is given to localize the correct
archive medium for archive replay.

Impact

Possible Cause

Recommende
d Action

NICE Recording 6.3 - Alarms Guide.docx 89

 <BLANK PAGE>

NICE Recording 6.3 - Alarms Guide.docx 90

 3
Contact Information
FAQs
Consult www.extranice.com for an overview of frequently asked questions.

Contact information
For technical issues
• Your local installation partner
• NICE Support Center
• E-mail: [email protected]
• Phone: Global International HQ: + 972 9 775 3800
EMEA, Europe & Middle East: + 44 0 1489 77 1633
Americas, North America: + 1 800 6423 611
APAC, Asia Pacific + 91 80 307 81700

For licenses
NICE Support License Desk ([email protected])

NICE Recording 6.3 - Alarms Guide.docx 91

 Version history
Date Changes (alarm numbers)
01-04-2013 11070 added
01-03-2013 11102 added
01-02-2013
01-01-2013
01-12-2012 8823, 8824;
Section 6xxx added
07-11-2012 0013, 11061
31-10-2012 Initial release

NICE Recording 6.3 - Alarms Guide.docx 92