User'S Manual Query/Monitor: Niceuniverse Compact

Version 8.
Query/Monitor User's Manual for NiceLog NiceCall Focus III NiceUniverse Compact
November 2005
385A0114-20 Rev. A0
NICE Systems Ltd. shall bear no responsibility or liability to a client or to any other person or entity with respect to liability, loss or damage caused or alleged to be caused directly or indirectly by any NICE product. This includes, but is not limited to, any interruption of service, loss of business or anticipatory profits or consequential damage resulting from the use or operation of any NICE products. Information in this document is subject to change without notice and does not represent a commitment on the part of NICE Systems Ltd. The systems described in this document are furnished under a license agreement or nondisclosure agreement. All information included in this document, such as text, graphics, photos, logos and images, is the exclusive property of NICE Systems Ltd. and protected by United States and international copyright laws. Permission is granted to view and photocopy (or print) materials from this document for personal, non-commercial use only. Any other copying, distribution, retransmission or modification of the information in this document, whether in electronic or hard copy form, without the express prior written permission of NICE Systems Ltd., is strictly prohibited. In the event of any permitted copying, redistribution or publication of copyrighted material, no changes in, or deletion of, author attribution, trademark legend or copyright notice shall be made.
All contents of this document are: Copyright 2005 NICE Systems Ltd. All rights reserved.
This product is covered by one or more of the following US patents: 5.353.168 5.861.959 5.937.029 6.046.824 6.122.665 6.330.025 6.856.343 6.865.604 6.871.229 6.880.004
6.542.602
360o View, Agent@home, Executive Connect, Executive Insight*, Experience Your Customer, Investigator, Lasting Loyalty, Listen Learn Lead, MEGACORDER, Mirra, My Universe, NICE, NiceAdvantage, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NiceCMS, NICE Feedback, NiceFix, NiceGuard, NICE Learning, NICE Link, NiceLog, NICE Perform, NICE Playback Organizer, NiceScreen, NiceSoft, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse LIVE, NiceVision, NiceVision Alto, NiceVision Harmony, NiceVision Mobile, NiceVision NVSAT, NiceVision Pro, NiceVision Virtual, NiceWatch, Renaissance, Scenario Replay, ScreenSense, Secure Your Vision, Tienna, Wordnet and other product names and services mentioned herein are trademarks and registered trademarks of NICE Systems Ltd. All other registered and unregistered trademarks are the property of their respective owners. *in Australia only
385A0114-20 Rev. A0
For assistance please contact your local supplier or the nearest NICE Systems Customer Service Center:
EMEA Region: (Europe, Middle East, Africa) Tel: +972-9-775-3800 Fax: +972-9-775-3000 email: support@nice.com APAC Region: (Asia/Pacific) Tel: +852-8338-9818 Fax: +852-2802-1800 email: support.apac@nice.com The Americas Region: (North, Central, South America) Tel: 1-800-NICE-611 Fax: +720-264-4012 email: support.americas@nice.com Israel: Tel: 09-775-3333 Fax: 09-775-3000 email: support_helpdesk@nice.com
NICE invites you to join the NICE User Group (NUG). Visit the NUG Website at www.niceusergroup.org, and follow the instructions.
For general information on NICE Systems products please contact your local distributor or the nearest NICE Systems office:
International Headquarters-Israel Tel: +972-9-775-3100 Fax: +972-9-775-3070 email: info@nice.com United Kingdom Tel: +44-8707-22-4000 Fax: +44-8707-22-4500 France Tel: +33-(0)1-41-31-80-30 Fax: +33-(0)1-41-31-80-49 North America Tel: 1-800-663-5601 Fax: +201-356-2197 email: na_sales@nice.com Germany Tel: +49-(0)-69-97177-0 Fax: +49-(0)-69-97177-200 Hong-Kong Tel: +852-2598-3838 Fax: +852-2802-1800
Please send all queries, comments, and suggestions pertaining to this document to nicebooks@nice.com Please visit NICE at www.nice.com
Introduction
Welcome to the Query/Monitor Users Manual. This manual describes the NICE Query and NICE Monitor applications. Both applications are Windows-based, and are installed on NICE workstations.
NICE Query
Using NICE Query you can search for and locate recorded calls on Loggers and other archived media. You can then:
Retrieve the calls from archived media. Listen to the calls and view the screens. Play the recorded voice calls to another location. Save the voice recordings of selected calls. Send selected calls as email attachments.
NICE Monitor
Using NICE Monitor you can:
Monitor voice and view screen activity in real-time. Listen to recorded calls and view recorded screens. Initiate or stop recording specific calls and screens.
Introduction
Query/Monitor Users Manual V8.9 for NiceLog/NiceCall Focus III/NiceUniverse Compact
Related Publications
Related Publications

NICE Administrators Manual - Provides administrative procedures for configuring a NiceLog System and assigning using privileges. NiceUniverse Users Manual - Provides instructions for using NiceUniverse applications in conjunction with the NiceLog System.
Introduction
Contents
Introduction 5
NICE Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 NICE Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Related Publications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6
PART I - NICE Query
1
Getting Started with NICE Query 15
Know Your NiceLog System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 NICE Query Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Working with the NICE Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 Starting the NICE Query Application. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 NICE Query Window Components. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 The Main View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 The Secondary Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Properties Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24 The Folder List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 The Shortcut Bar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Query Window and List Icon Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 View Types . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Complete Calls View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Segments View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Participants View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Recording Locations View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Changing the Query Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Selecting the Main View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31
Contents 7
Adding Secondary Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Altering the Appearance of the Toolbar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 The Active View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Saving a Displayed List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Printing a Displayed List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Changing Your Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38
2
Finding Recordings 39
Running a Search . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Executing a Saved Query. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43 Tips When Viewing Query Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Creating a New Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46 Creating a Shortcut to a Saved Query. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 49 Deleting a Query. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 50 Renaming a Query . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51 Editing a Querys Search Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Editing a Querys General Conditions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52 Editing a Querys Agent Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54 Editing a Querys Channel Filter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56 Editing a Querys Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57 Editing a Querys User-Defined Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 59 Editing a Querys Expressions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 60 Finding Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 63 Tip for Sites with a NICE Inserter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 65
3
Playing Recordings 67
Selecting the Audio Output Device . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68 Playing Recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70 The Playback Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 71 Playback with Talking Clock Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 74
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Truncating the Length of the Current Recording . . . . . . . . . . . . . . . . . . . . . . . .75 Playing a Recording with Talking Clock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .75 Saving the Recording Currently Playing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76 Operating the Playback Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77 Stopping Playback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78 Restarting Playback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78 Pausing/Resuming Playback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .78 Jumping Forward/Backward . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79 Playing Next Call/Previous Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79 Tagging a Playback Position . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .79 Setting Up a Recording Loop . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .80 Customizing the Playback Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 81 Showing Playback Information Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .83 Releasing an Output Channel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84 Dual Password Playback . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85 Playing Synchronized Recordings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86 Playing Audio Files with NICE Media Player. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88
4
Managing Calls 89
Finding a Call by Searching a List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91 Locating a Calls Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92 Selecting a Retrieval Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93 Retrieving Audio from Removable Media . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94 Viewing Retrieval Requests . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97 Storing (Saving) Calls on a Remote Storage Device . . . . . . . . . . . . . . . . . . . . . . . . 99 Moving Calls to Call Folders . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 101 Sending Call Files Via Email . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 103 Creating a Shortcut to a Call Folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105 Customizing the Complete Calls and Segments Lists . . . . . . . . . . . . . . . . . . . . . . 106 Editing a Call Folders Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 108 Renaming a Call Folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 109 Editing a Calls Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 110
Contents 9
Locking/Unlocking Segments on a Logger . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Tagging/Untagging Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 112 Removing a Call from a Folder . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 113 Deleting Segments from a Logger. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 114
PART II - NICE Monitor
5
Getting Started with NICE Monitor 117
Know Your NiceLog System . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 118 Starting NICE Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 119 The NICE Monitor Window . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122 Main Window Views . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122 NICE Monitor Window Component . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122 Window Component Tips . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125 Displaying Icon Legends . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 126 Reconnecting to the NiceCLS Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 127 Changing Your Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
6
Monitoring Agents 129
Working with the Agent List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130 Creating the Agent List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130 Printing the Agent List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 131 Starting Agent Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132 Modifying the Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 133 Stopping Agent Monitoring and Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
7
Monitoring Channels 135
Working with the Channel List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136
Contents 10
Refreshing the Channel List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136 Creating the Channel List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 136 Printing the Channels List . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 138 Monitoring Audio Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 Starting Audio Channel Monitoring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139 Stopping Channel Monitoring and Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141 Setting Up Audio Input Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 142 Audio Input Channel Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143 Channel Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .143 Audio Activity Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .143 Audio Parameters Information . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .147
8
Agent Recording and Playback 151
Recording Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152 Recording a Call in Progress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 152 Recording the Next Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153 Recording All Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153 Stopping a Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153 Business Data Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155 Selecting the Fields to be Used . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155 Editing Call Details . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 156 Playing Back Calls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 158 Modifying Playback Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159 Releasing an Output Channel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159
9
Channel Recording and Playback 161
Recording Audio Channels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162 Recording a Channel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162 Stopping a Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 162 Enabling and Disabling Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163 Playback of Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164
Contents 11
Finding Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 164 Playing Back a Call . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 165 Modifying Playback Volume . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .166
10
Customizing NICE Monitor 167
Displaying/Hiding Columns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 168 Using the Monitor Window in Compact View . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 170 Changing the Default NiceCLS Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 172 Changing the Requested Media. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173 Clearing Short Term and Long Term Statistics . . . . . . . . . . . . . . . . . . . . . . . . . . . 174 Viewing Logger Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175 Viewing the System Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176 Enabling Confirmation of Operations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 177
A
NICE Monitor Error Messages Glossary Index 179 181 191
Contents
12
PART I - NICE Query
1
Getting Started with NICE Query
NICE Query is part of the complete NiceLog system. Using NICE Query you can search for and locate recorded calls on Loggers and other archived media. You can then:
Retrieve the calls from archived media. Listen to the calls and view the screens. Play the recorded voice calls to another location. Save the voice recordings of selected calls. Send selected calls as email attachments.
Contents
Know Your NiceLog System .............................................................................17 NICE Query Overview........................................................................................18 Working with the NICE Toolbar ........................................................................20 Starting the NICE Query Application ...............................................................21 NICE Query Window Components ...................................................................23 The Main View ..............................................................................................24 The Secondary Views ...................................................................................24 The Folder List ..............................................................................................24 The Shortcut Bar ...........................................................................................26 Query Window and List Icon Definitions.........................................................27 View Types .........................................................................................................28 Complete Calls View .....................................................................................28 Segments View .............................................................................................29 Participants View...........................................................................................30
Chapter 1: Getting Started with NICE Query
15
Recording Locations View.............................................................................30 Changing the Query Window............................................................................31 Selecting the Main View ................................................................................31 Adding Secondary Views ..............................................................................33 Altering the Appearance of the Toolbar.........................................................33 The Active View .................................................................................................34 Saving a Displayed List ....................................................................................35 Printing a Displayed List...................................................................................36 Changing Your Password .................................................................................38
16
Know Your Qery/Monitor System
Know Your Qery/Monitor System

The Query/Monitor System allows you to record, store, playback, monitor, and evaluate agents voice and screen activity. The capabilities of your NiceLog System depend on whether or not your system includes a NiceCLS Server. A system without a NiceCLS Server is known as a Loggers-only environment.
A Loggers-only environment consists only of NiceLog Loggers. There are no NiceCLS Servers or NiceScreen Loggers. Only channel activity (call segments) is available. You identify calls according to the channel on which they were recorded, not by the agent who participated in them. Complete calls do not exist in a Loggers-only environment. The NiceCLS Server contains the NiceCLS Calls database that stores detail information about each call, such as start time, stop time, and the agent who participated in the call or whose computer screens were recorded. This information gives you more options when trying to locate or identify a call. Primarily, you can identify a call by the agent who participated in it and you can access connected segments at once as a complete call.
In a Loggers-only environment, you are limited to:
Access segments only. Query channels only.

This manual discusses the full capabilities of a NiceLog system with a NiceCLS Server. Limitations for a Loggers-only environment are noted accordingly.
IMPORTANT
17
NICE Query Overview
NICE Query Overview

The NICE Query application enables you to search the NiceLog System for recorded calls according to search criteria that you specify.
IMPORTANT All procedures require proper authorization and privileges to the relevant NiceLog and NiceScreen Loggers, and to the NiceCLS Calls database.
Calls are recorded in segments. Each segment can contain voice recordings, screen recordings, or both voice and screen recordings. The NiceCLS Server unites segments which occurred during a single telephone connection to make a complete call. A complete call can be comprised of either voice, screen, or voice and screen segments.
NiceLog Loggers store voice recordings. At this level, the recordings can only be identified by
the channels on which they were recorded.

NiceScreen Loggers store recorded screens. There must be a NiceCLS Server in your NICE
System in order to use NiceScreen Loggers. Screen recordings can be identified either by the channel on which they were recorded or by the agent who logged on to the recorded workstation. The NiceCLS Server stores information about each call, such as start time, stop time, location of the recording (logger or archived media), and the agent who participated in the call or whose computer screens were recorded. The NiceCLS Server allows you to search for, and locate calls according to the agent who participated in them and to access complete calls in addition to segments. In a Loggers-only environment, only call segments are available and you can only search for calls according to the channel on which they were recorded, not by the agent who participated in them. To play recordings, the call segments must be located on a NiceLog Loggers hard disk (for voice recordings) or on a NiceScreen Loggers hard disk (for screen recordings).
NOTE The process outlined below is detailed later in this manual. This section is provided only as an overview of the general process of the NICE Query application.
Step 1: Run a Query or Search
Before you can play back a call, you must run either a query or a search in order to see the call in the NICE Query window. You create a Query with search criteria you use repeatedly.
EXAMPLE: You need to review all calls that are over 20 minutes long on a specific channel. You
want to run this query once a week. Create a Query. Select the specific channel. Select as the Time Range, the Last 7 days, and set the Duration for Greater than 20 minutes. Save this query and run it as needed.
18
NICE Query Overview
You create a Search with search criteria you use on a one-time basis. A Search can be rerun and criteria changed until a new Search is created.
EXAMPLE: You want to review all calls made by Agent John Doe on Sunday, May 5, 2002. Create
a search, specifying only Agent John Doe. Set the Time Range for May 5, 2002. Run your search. You will see the results in the NICE Query window. If you do not find the call you are looking for, open the search window again. Your previous selections remain marked in the Search window. Change any necessary criteria, and run the search again. Queries and Searches search NiceLog Loggers, NiceScreen Loggers, the NiceCLS Calls database, and the NiceLog Media Library.
NOTE You can also find and playback recordings on a Logger which are not part of a call (i.e., noise recorded between calls). Alternatively, you can see call segments in the NICE Query window which where never recorded (i.e., a call occurred and was logged in the NiceCLS Calls database as having occurred, but the channel was not set to record the voice).
Step 2: Locate and retrieve call segments that are not on a Loggers hard disk
After the call you want to play appears in the NICE Query window, you must confirm that it is located either on a NiceLog Loggers hard disk or on a NiceScreen Loggers hard disk. Calls that are not located on a hard disk must be retrieved from archiving media and then played back. Screen recordings cannot be archived and therefore cannot be retrieved. They can, however, be locked on the NiceScreen Loggers hard disk to avoid automatic deletion when the disk is full.
Step 3: Playback selected calls
Select the calls in the NICE Query window, shown to be on a Loggers hard disk and play! You can listen to voice recordings using the telephone, over the NiceLog Loggers speakers, or over your workstations speakers. Screen recordings are played back on your workstation screen.
Step 4: Additional options for recordings
Once call segments are located on a Logger, they can be:
Locked on the Logger to avoid automatic deletion. Saved or sent via email as an .aud or .wav file. (Voice recordings only) Saved or sent via email as an .avi file. (Voice and Screen recordings) Saved in a Calls folder for quick access without having to rerun a Query or Search.
19
Working with the NICE Toolbar
Working with the NICE Toolbar

The NICE Toolbar is a window from which the NICE applications are launched. While each individual module can be invoked separately, the Toolbar enables quick and convenient launching of the modules.
To invoke the NICE Toolbar:
1.
In the Windows Start menu, in the NICE Program group, choose NICE Toolbar. The NICE Toolbar Login window appears.
2.
Type your login name and password in the Login Name and Password fields. Then click OK. The NICE Toolbar appears.
Figure 1-1 NICE Toolbar
The NICE Toolbar icons represent the following modules: NICE Administrator
NICE Monitor
NICE Query
Click an icon to start the corresponding application.

NOTE The NICE Toolbar may also contain icons for the NiceUniverse applications if they are installed.
20
Starting the NICE Query Application

Each site is managed using a single common site security database. In a NiceCLS environment, the site security tables are stored on one of the NiceCLS servers. In a Loggers-only environment, a standalone dedicated SQL desktop database is used.
To start NICE Query:
1.
In the Windows Start menu, in the Programs menu, choose NICE Applications. Then choose NICE Query. A splash screen appears and then the Login NICE Query window appears, displaying the last site security database that you connected to, in the Data source field.
Figure 1-2 Login NICE Query Window
2. 3. 4.
Type your user name in the Login name field. Type your password in the Password field. To connect to the displayed site security database, click OK. The NICE Query window appears.
-or-
To connect to a different site security database, click the Setup button. The Select Data Source window appears.
21
Figure 1-3
Select Data Source Window
5.
In the Machine Data Source tab, select the site security database that you want to work with, and click OK. The NICE Query window appears.
22
NICE Query Window Components

The NICE Query window appears when you log in to the NICE Query application. Various tools and options are provided in the NICE Query window to enable you to easily find and play recorded calls in the NiceLog System.
Figure 1-4 NICE Query Window
Shortcut Bar Folder List Main View Secondary Views
The following components appear in the NICE Query window:
The Main View The Secondary Views The Folder List The Shortcut Bar
23
The Main View

The main view of the Query window is where the results of an run query appear. The main view is always located in the upper half of the Query window. It can contain either the Complete Calls List or the Segments List. The setting for the main view determines whether a query searches for and returns Complete Calls or Segments. To set the main view options, see Selecting the Main View on page 31. The list that appears in the main view is referred to as the Main View Calls List.
The Secondary Views

The Secondary views, which can be optionally opened or closed, appear in the lower half of the Query window. The secondary views can include either the Complete Calls List or the Segments List (depending upon which one is not selected as the main view) and the Properties Lists. The information in all of the secondary views is dependant upon which calls or segments are selected in the main view. To open or close secondary views, see Adding Secondary Views on page 33.
Properties Lists
Details of the participants and recording locations of the calls or segments selected in the Main View Calls List are displayed in the relevant tabs in the Properties List:
The Participants List The Recording Locations List

To open or close Properties Lists, see Adding Secondary Views on page 33.
The Folder List

When you create a query, by defining search criteria for finding recorded calls, you save it in a folder that is displayed in the Query window. You can also save calls or segments that you select in the Complete Calls or Segments Lists, in a calls folder. When you select a folder in the Folder List, its description is displayed in the Folders hint. To easily identify a call, assign names to the folders that describe the corresponding calls. Later, either you, or a member of a group you belong to, can run the query directly from the Folder List.
24
Figure 1-5
Folder List
There are three types of query and call folders that can appear in the Folder List:
Public
Folders can be viewed and run by everybody in your organization. Folders can be created, modified and/or deleted by everybody in your organization that has the required privileges. Folders can be viewed and run by all members of a specified group. Folders can be created, modified and/or deleted by all members of a specified group who have the required privileges.
NOTE The System Administrator is responsible for assigning users to groups. Users are not necessarily assigned to a group. If the Group folder does not appear in your Folder List, you have not been assigned to a group.
Group
Private
Folders can be viewed, run, created, modified, and deleted by you.
NOTE
You cannot create a Call Folder in a Loggers-only environment.
25
The Shortcut Bar

Figure 1-6 Shortcut Bar
Queries that are saved in Query folders in the Shortcut Bar can be run directly from the Shortcut Bar. For more information about how you can save queries to the Shortcut Bar, see Creating a Shortcut to a Saved Query on page 49. For more information about how you can save calls to the Shortcut Bar, see Creating a Shortcut to a Call Folder on page 105.
26
Query Window and List Icon Definitions
Query Window and List Icon Definitions

The NICE Query window uses many different icons in the Folders list, the Shortcut Bar, and in the Source column of the different lists. A description of all NICE Query icons is displayed in the NICE Query icon legend.
To display the icon legend:
1.
In the Help menu, click Legend. The Legend window appears.

Figure 1-7 Legend Window
2. 3.
Use the scroll bar to locate the relevant icon. Click OK. The Legend window closes.
27
View Types
View Types
There are four different views available, each of which display a different list in the Query window. Each contains different information about the calls or segments. Each view and its contents is described in the following sections.
Complete Calls View

The Complete Calls view, contains the Complete Calls List, which displays complete calls records. A complete call is a record in the database that represents the period during which two or more persons are on the phone together, from the moment the first two talk, through the joining and leaving of people, until the last two disconnect. This includes all periods where any participant is on hold. A call can be a simple call between two persons, a conference call or a call involving transfers between different extensions, including all periods when a party is on hold. Each complete call can contain one or many segments. Complete calls can be played back directly from the complete calls list or you can save the call in a calls folder to play back later. The Complete Calls view can be either the main view or a secondary view. To define the position of the Complete Calls view, see Changing the Query Window on page 31. If the Complete Calls view is selected as the main view, you can only query by agent. All complete calls that match the search criteria specified in the query, and that you are authorized to access, are listed in the Complete Calls List. When you select a call in the Complete Calls List, information about its segments and properties are displayed in the Segments and Properties Lists, if they are opened. If the Complete Calls view is a secondary view, it is automatically updated whenever the selection in the Segments List changes. It then contains only the calls for the selected segments.
NOTE Complete Calls do not exist in a Loggers-only environment and are not supported by all switches.
28
View Types
Figure 1-8
Complete Calls List
Segments View
The Segments view contains the Segments List. A segment contains the data of one side of a call. The Segments List also contains audio found on a Loggers disk which is not part of a call. You can save segments in a calls folder to play back later, or first play back the segment directly from the Segments List. The Segments view can be either the main view or a secondary view. To define the position of the Segments list, see Changing the Query Window on page 31. If the Segments view is selected as the main view, and a query is run, all segments that match the search criteria specified in the query, and that you are authorized to access, are listed in the Segments List. When you select a segment in the Segments List, and it is part of a complete call, then the information about its complete calls appears in the Complete Calls List, if it is opened. Information about selected segments also appear in the Properties Lists, if they are opened. If the Segments view is a secondary view, it is automatically updated whenever the selection in the Complete Calls List changes. It then contains only the segment for the selected calls.
Figure 1-9 Segments View
29
View Types
Participants View
The Participants view, contains the Participants list and displays information about the participants in the selected call, for example, the participants name and user ID. It is automatically updated whenever you change the selection in the main view. The Participants List appears in the Properties section as a secondary view.
Figure 1-10 Properties View, Participants Tab
Recording Locations View

The Recording Locations view contains the Recording Location List and displays information about the recording location of the calls or segments selected in the Main View Calls List, for example, its start time, end time and the Logger on which the call was recorded. Calls or segments which are located locally, on the Loggers disk, appear automatically in this list when they are selected in the Main View Calls List. For the Recording Locations of all other calls or segments, see Locating a Calls Audio on page 92. The Recording Locations List can only appear in the Properties section as a secondary view. You must update this list whenever you change the selection in the Main View Calls List.
Figure 1-11 Properties View, Recording Locations Tab
30
Changing the Query Window

The NICE Query window view displays as its default, the Segments List as the main view with a maximum of 500 results displayed. You can change the main view to display the Complete Calls List. You can also change the maximum number of results displayed in the main view. In addition to a main view, the NICE Query window can display one or more secondary views that contain information about the call(s) or segment(s) selected in the main view. A secondary view can include either the Complete Calls List or the Segments List and/or the Properties List. Results are displayed in the Complete Calls list and the Segments list (whether they are the main view or a secondary view) according to user-defined columns. For more information about how you can specify which columns are displayed in the Complete Calls list, see Customizing the Complete Calls and Segments Lists on page 106. You can also choose whether or not to display captions under the icons on the toolbar.
NOTE All changes made to the settings of the Query window are automatically saved and become the default the next time the Query application is started using the same Login User ID.
Selecting the Main View

Using the Options window, you can select the main view and also the maximum number of query results displayed.
To select the NICE Query window main view:
1.
In the NICE Query window, in the View menu, choose Options. The Options window appears.
31
Figure 1-12
Options Window
2. 3.
In the Query area, in the Maximum results in query field, enter the maximum number of results to a query that you want to display. In the Main View area, select Segments. one of the following views:
Complete Calls Segments
Displays the Complete Calls view as the main view in the NICE Query window. Displays the Segments view as the main view in the NICE Query window.
4.
Click OK and rerun the query to display the results in the selected view.
32
Adding Secondary Views

You can choose to display or hide any of the views by selecting or deselecting the relevant options in the View menu.
NOTE You cannot deselect the view which is the main view.
View Menu
Figure 1-13
Altering the Appearance of the Toolbar

You can choose to display or hide the tool names under the icons on the Toolbar.
To change the Toolbar display:
1.
In the NICE Query window, in the View menu, choose Options. The Options window appears.
33
The Active View
Figure 1-14
Options Window
2. 3.
In the Toolbar area, select Show Captions if you want tool names to be displayed under the icons on the Toolbar. Click OK. The Toolbar immediately changes to reflect the change.
The Active View

More than one list can be displayed in the Query window at a time. Each time an action is performed, it is done only on the list in the active view. The active view is the list in the Query window where you last clicked with the mouse. When a query is run, and new results are displayed, the main view becomes the active view by default and remains so until you click elsewhere in the Query window. Before performing any action, it is important to make sure that the required list is in the active view.
34
Saving a Displayed List
Saving a Displayed List

You can save the results displayed in any of the lists in the Query window as either a text file (.tb2), an HTML file (.htm), or an Excel file (.xls). When you save a list, all of the records in the list are saved.
NOTE When saving either the Complete Calls list or the Segments list, only those fields displayed in the list will be saved. See Customizing the Complete Calls and Segments Lists on page 106 for instructions on displaying fields.
To save a displayed list:
1. 2.
Click anywhere in the list to be saved to make it the active view. In the System menu, choose Save. The Save As window appears.
Figure 1-15 Save As window
3. 4. 5.
Choose a path for the file. Enter the File name and select a Save as type from the list. Click Save. The entire contents of the selected list are saved in the selected format.
NOTE The users Windows login name is automatically added as a prefix to the file name.
EXAMPLE: In Figure 1-15, if the user logged in with the Windows ID Tom, then the complete file
name will be Tomanita.tb2.
35
Printing a Displayed List

You can print the results displayed in any of the lists in the Query window. When you print a list, all of the records in the list are printed. You can send a list directly to your default system printer or you can first view the printout in the Print Preview window.
NOTE When printing either the Complete Calls list or the Segments list, only those fields displayed in the list will be printed. See Customizing the Complete Calls and Segments Lists on page 106 for instructions on displaying fields.
To directly print a displayed list:
1. 2.
Click anywhere in the list to be printed to make it the active view. In the System menu, choose Print. The selected list is sent to the default system printer.
To view a print preview of a displayed list:
1. 2.
Click anywhere in the list to be saved to make it the active view. In the System menu, choose Print Preview. The Print Preview window appears.
Figure 1-16 Print Preview window
36
3. 4. 5. 6. 7.
Click Zoom to zoom in on the displayed page. Click View to change the number of pages seen in the Print Preview window at one time. Click the Prev and Next buttons to navigate through the report. Click Setup to change the printer settings. Click Print to print the report.
37
Changing Your Password

Once your NICE password is defined, it is recommended that you change your password periodically to prevent unauthorized entries. Keep in mind that your NICE password is the same password you use to log in to the NICE Monitor, NICE Administrator, and NICE Supervision applications. The new password that you enter must be an alphanumeric string between 5 and 24 characters. It cannot be identical to your first name, last name, or extension. The NICE System Administrator can apply additional restrictions.
NOTE For a list of passwords that are not allowed, contact your NICE System Administrator.
To change your NICE password:
1.
In the NICE Query window, in the System menu, choose Change Password. The Change password window appears.
Figure 1-17 Change Password Window
2. 3. 4. 5.
In the Old password field, type your old password. In the New password field, type your new password. In the Retype new password field, type your new password again. Click OK. Your new password will be required the next time you start the NICE Query, NICE Monitor, NICE Administrator, or NICE Supervision applications.
TIP
You can also change your password in the NICE Monitor, NICE Administrator, or NICE Supervision applications.
38
2
Finding Recordings
The NICE Query application enables you to search the NiceLog System for recorded calls according to search criteria that you specify. In a Loggers-only environment, you can execute a query of specific channels. In a NiceCLS environment, you can execute a query of specific channels and/or agents. The result of a NICE query is a list of either complete calls or call segments, depending upon your main view setting, that match your search criteria (e.g., start time, agent name, agent ID). The calls in the list are calls that you are authorized to access, and which are stored on a Loggers hard disk, or archiving media. In systems where the NiceLog Media Library is installed, query results also list archived calls that are stored on archiving media that are no longer loaded in a Loggers archiving device. If you are authorized to play calls, you can immediately play back calls that are stored on a Logger, using the telephone, through speakers, or through your own computer if you have a sound card and speakers. To play a call that is stored on archiving media, you must first retrieve it to a Loggers hard disk. To play archived calls that are no longer in a Loggers archiving device, the specified archiving medium must be loaded in a Logger so that the calls can be retrieved to the Loggers hard drive. Calls consist of audio recorded between Start and Stop times. These times are determined by parameters which are customized for your system.
Contents
Running a Search ..............................................................................................41 Executing a Saved Query .................................................................................43 Tips When Viewing Query Results ................................................................44 Creating a New Query .......................................................................................46 Creating a Shortcut to a Saved Query .............................................................49 Deleting a Query ................................................................................................50
Chapter 2: Finding Recordings 39
Renaming a Query .............................................................................................51 Editing a Querys Search Criteria.....................................................................52 Editing a Querys General Conditions ...........................................................52 Editing a Querys Agent Filter .......................................................................54 Editing a Querys Channel Filter ...................................................................56 Editing a Querys Details ...............................................................................57 Editing a Querys User-Defined Fields ..........................................................59 Editing a Querys Expressions ......................................................................60 Finding Audio ....................................................................................................63 Tip for Sites with a NICE Inserter .....................................................................65
Chapter 2: Finding Recordings
40
Running a Search
Running a Search
A search is a query that you can define and run without saving in a Query Folder. NICE Query remembers the search parameters from the last search you ran. You can use the Search feature to run your most common query. The last search run is automatically saved as your default search. You can edit a search before running it. You can also repeat a search without opening the Search Query Properties window.
To run a search:
1.
In the NICE Query window, in the Search menu, choose Search Query. The Search Query Properties window appears.
Figure 2-1 Search Query Properties Window
NOTE
Available fields may vary according to your system configuration.
2. 3.
You can edit the search query criteria as described in Editing a Querys Search Criteria on page 52. Click Run to run the search. The search results are displayed in the Main View Calls List.
41
Running a Search
Figure 2-2
NICE Query Window - Complete Calls List
NOTE
Results are displayed in the Main View Calls List according to columns selected by the user (see Customizing the Complete Calls and Segments Lists on page 106). When you run a Logger-based query (Channels) in a Logger and NiceCLS environment, the columns relating to NiceCLS are not relevant. If most of the results are either blank or filled with zeros, then contact your Administrator for correct access to the proper NiceCLS Columns. If you do not find the call you are looking for, see Tip for Sites with a NICE Inserter on page 65.
To run the last search again:
In the Search menu, choose Search Again. The updated search results are displayed in the Main View Calls List. See Figure 2-2.
42
Executing a Saved Query

You can find logged calls matching search criteria in a saved query. You can query based on Loggers channel information. If a NiceCLS Server is installed, you can also query based on call detail information. The query results list all calls that meet the search criteria for the channel or the agent. A call can consist of recorded audio, screens, audio and screens, or no recording (in instances where the occurrence of a call was logged but the audio and/or screens were not recorded).
NOTE You can lock segments when you query channels. See Locking/Unlocking Segments on a Logger on page 111.
For more information about saving a new query with customized search criteria, see Creating a
New Query on page 46.
To run a saved query:
In the NICE Query window, in the Query Folder List, in a Public, Group, or Private folder, select a query that appears next to a Query icon.
-or-
If the query has an icon in the Shortcut Bar, select it.

NOTE If the query was saved with a description, the descriptive text appears when you point to the folder with your mouse. For more information about saving a query with a description, see Editing a Querys General Conditions on page 52.
NICE Query searches for the calls that you are authorized to view and then lists in the Main View Calls List, those calls which match the search criteria of the selected query. A call can contain the recorded audio, screens, audio and screens, or no recordings (indicating that a call occurred, but recording at that time was not initiated).
NOTE If you want to abort the query before the results are displayed, click the Stop button.
The results of the query appear in the Main View Calls List of the Query window.
43
Figure 2-3
NICE Query Window
If most of the results are either blank or filled with zeros, then contact your System Administrator for correct access to the proper NiceCLS Columns.
Tips When Viewing Query Results

Once you have run a query or search and have the results displayed in the Query window, the following should be noted:
To see results for a query which searches for channels, the Segments view must be the Main view. Results are displayed in the Main View Calls List according to columns selected by the user (see Customizing the Complete Calls and Segments Lists on page 106). When you run a Logger-based query in a Logger and NiceCLS environment, the columns relating to NiceCLS are not relevant. (A Logger-based query is a query that searches for channels, not agents.) The list in the Segments view contains the following icons to identify the type of recording: Voice recording only Screen recording only Voice and Screen recording
44
Grayed-out icons
Indicates that a call took place, but was not recorded. This can occur when only a percentage of calls are to be recorded.
The Recording Initiator column shows the schedule/option by which the call was recorded. (Such as, Total recording, QA, etc.) The External Call ID column indicates the name of the rule that triggered the recording of the call when a call is recorded due to NICE ScreenSense (SEA).
NOTE
If you do not find the call you are looking for, see Tip for Sites with a NICE Inserter on page 65.
45
Creating a New Query

Queries are similar to searches, but each query that you create can be saved in a unique folder. Queries (and searches) are run using criteria that you specify in the Properties window. NICE Query then searches for calls that match the querys search criteria, and that you are authorized to view, and lists those calls in the Query Windows Main View Calls List. A call can consist of either recorded audio, screens, audio and screens, or no recordings (in instances where the occurrence of a call was logged but the audio and/or screens were not recorded).
EXAMPLE: You might, from time to time, want to find all the calls that a particular agent receives. With a custom query, the same search criteria can be applied repeatedly.
NOTE
Queries and searches have to search either for channels, agents, or both. When you search for channels, the Loggers hard disks are searched. When you search for agents, the NiceCLS calls database is searched. Channels searches must have the Segments view as the main view. In a Loggers-only environment, you can only search by channels.
To create a new query:
1.
In the NICE Query window in the Folder menu, choose New, then New Query.
-or-
In the NICE Query window, click the New button. The New Query window appears.
Figure 2-4 New Query Window
46
2. 3.
In the Query name field, type the name you want to assign to the query. In the Make this query of group field, select a group from the drop-down list to which the query will apply. If you are not a member of a group, this field is not enabled.
4.
In the Make this query a subquery of area, select the folder where you want to save the new query. You can save a query in a Public, Group or Private folder. Public folders can be accessed by all users. Group folders can be accessed by all group members. Private folders can be accessed only by you.
5.
In the Description field, type a description of the query for future reference. This description will pop-up when you point with your mouse to the folder in the folders lists of the Query window. Click OK. The <Query> Properties window appears, with the General tab active. In this, and the following examples, the name of the query is NewQuery(n).
Figure 2-5 <Query> Properties Window - General Tab
6.
NOTE
7.
In all the available tabs specify the search criteria that describe the recorded calls you want to find. For more information about specifying search criteria, see Editing a Querys Search Criteria on page 52.
47
8.
When the search criteria are set to locate the calls you want to view, click one of the following buttons:
Save and Run Save
Saves and runs the query. Saves the new query without running it. You can run it at a later time.
NICE Query searches for calls that match the current search criteria, and lists all those that you are authorized to access in the Main View Calls List.
NOTE Calls made by agents who do not appear in the Agents tab of your Properties window can appear in the Main View Calls List. See Editing a Querys Agent Filter on page 54 for an explanation of accessing agents.
48
Creating a Shortcut to a Saved Query
Creating a Shortcut to a Saved Query

In the Shortcut Bar, you can create a shortcut to a query that you frequently run. The following icons identify the different types of queries:
:
Public
Queries can be viewed and run by everybody in your organization. Queries can be created, modified and/or deleted by everybody in your organization that has the required privileges. Queries can be viewed and run by all members of a specified group. Queries can be created, modified and/or deleted by all members of a specified group who have the required privileges.
NOTE The System Administrator is responsible for assigning users to groups. Users are not necessarily assigned to a group. If the Group folder does not appear in your Folder List, you have not been assigned to a group.
Group
Private
Queries can be viewed, run, created, modified, and deleted by you.
To create a shortcut:
1. 2.
In the Folder List, select a query folder. Drag the folder to the Shortcut Bar.
-or-
Right-click the Query folder and select Add to shortcut bar. The next time you want to find calls that match the querys search criteria, you can run it directly from the querys shortcut. Your shortcuts are restored each time you log into the NICE Query application.
49
Deleting a Query
Deleting a Query
If you have saved queries in your Private folders that you no longer need, you can delete them. You can also delete queries from your Group and Public folders, if you have the necessary authorization. If you are not sure whether you have authorization to delete files, contact your NiceLog System Administrator.
To delete a saved query:
1. 2.
In the NICE Query window, in the Folder List, select the query folder that you want to delete. Click the Delete button.
-or-
In the Folder menu, choose Delete. 3. In the confirmation window, click OK. The selected query is removed from the folder.
50
Renaming a Query
Renaming a Query
Once a query has been saved, you can rename it at any time.
To rename a query:
1. 2.
In the NICE Query window, in the Folder List, select a folder that appears next to a Query icon. In the Folder menu, choose Rename. The old name is highlighted in an edit box.
3.
Type the new name that you want to assign to the query. Press Enter. The new query name appears in the list of folders.
51
Editing a Querys Search Criteria

You can edit the following types of search criteria in a query:
General Agent Filter Channel Filter Details User-Defined Fields Expressions
These criteria are described in the following sections.
Editing a Querys General Conditions

In the General tab, you can edit:
Time Conditions Duration Call Direction Conditions Query Description
A querys time condition identifies duration of time and range of dates during which calls were handled. For an efficient query, it is recommended that you specify a narrow time range in your querys General tab.
To edit a querys general conditions:
1. 2.
In the NICE Query window, in the Folder List, select a query whose general conditions you want to modify. Click the Edit button. The <Query> Properties window appears, with the General tab active.
52
Figure 2-6
<Query> Properties Window - General Tab
3.
In the Time Range area, in the From drop-down list, select the time period in which you want to search.
-or-
In the Time Range area, in the From drop-down list, select Custom. Mark the From and To check-boxes, and select the start and end date and time period in which you want to search. NICE Query searches for recordings that were recorded within the time period you specified. 4. In the Duration area, type the duration of the recordings that you want to find, as follows:
Less than Greater than
Mark the checkbox, and type the maximum length of time (hh:mm:ss) of the call(s) you are looking for. Mark the checkbox, and type the minimum length of time (hh:mm:ss) of the calls you are looking for
Mark both Less than and Greater than and type in the maximum and minimum duration in order to look for all the calls within selected time range. 5. In the General tab, in the Direction selection area, select the type of call(s) you are searching for as follows:
In Out Internal
Incoming calls Outgoing calls Calls within the organization
53
NOTE
Call direction can be specified only in systems with NiceCLS where the call direction is reported by the switch.
6.
In the Description area, type a description of the query for future reference.
Editing a Querys Agent Filter

In the Agents tab, you can change the selection of agent(s) and/or group(s) on a particular NiceCLS Server whose calls you want to search.
NOTE
The Agents tab is only available in systems where a NiceCLS Server is installed. If a selected agents calls do not appear in the query results as expected, the agent may not be properly logged into the system. This can occur only in a free seating environment if the agent did not properly log in using the NiceCLS Login application. Consult your System Administrator and the NICE Administrators Manual for instructions on working in a free seating environment.
To edit a querys agent filter:
1. 2.
In the NICE Query window, in the Folder List, select a query whose agent filter you want to modify. Click the Edit button. The <Query> Properties window appears.
3.
Click the Agents tab. The <Query> Properties window appears, with the Agents tab active.
Figure 2-7 <Query> Properties Window - Agents Tab
54
The following icons appear in the Agent list: An individual agent. A group of agents. Agent groups are created by the System Administrator. An agent who is no longer active in the system. You can still select to query an inactive agents calls. (Gray) An agent who is still in the system as an active user and is no longer defined as an agent. These user will only appear in the right-hand column of previously saved queries. You can remove these users (former agents) from saved queries but they will not appear in the left-hand column in order to be added to new queries.
NOTE
If you have access to all users, you will see groups labeled, Agents on <server name>. You will not see the individual agents for these servers. If you select one of these groups, your search/query will display results containing the agents on these servers but you cannot select them individually. If you do not find the agent/group/NiceCLS Server you require, consult your Administrator for correct access.
4.
Click the drop-down box from the Show names from field and select the source for the agent list:
Agents - List all agents to whom you have access rights. Groups - List all groups on the NiceCLS Server to which you logged on and for whom
you have access rights.
All - List all agents and groups, for whom you have access rights.
5. In the Type name or select from list area, type or select the name(s) of one or more agents or agent groups whose recorded calls you are searching for.
NOTE To select multiple agents/groups, on the keyboard hold down the Ctrl key and click to select the agents/groups.
6.
Click the To button to add the agent(s)/group(s) to the selection list.

NOTE To verify which agents are assigned to a group, select the group, and then click the Properties button. To remove an agent or agent group from the selection list, select the agent or group and click Delete. To remove all agents or agent groups from the selection list, select the agent or group and click Clear.
55
Editing a Querys Channel Filter

In the Channels tab, you can change the selection of channels and/or groups whose segments you want to search. This selection will be used when querying the Logger for audio segments.
NOTE To search for selected channels, the Segments view must be selected as the Main view of the NICE Query window. To change the Main view selection, see Selecting the Main View on page 31.
To edit a querys channel details:
1. 2.
In the NICE Query window, in the Folder List, select a query whose Channel details you want to modify. Click the Edit button. The <Query> Properties window appears.
3.
Click the Channels tab. The <Query> Properties window appears, with the Channels tab active.
Figure 2-8 <Query> Properties Window - Channels Tab
4.
Click the drop-down box from the Show names from field and select from:
Channels Groups of channels All

Chapter 2: Finding Recordings 56
5.
In the Type name or select from list area, type or select the name of a channel or group of channels.
NOTE To select multiple channels/channel groups, on the keyboard hold down the Ctrl key and click while selecting the channels/groups.
6.
Click the To button to add the channel/channel groups to the selection list.
NOTE To verify which channels are assigned to a group, select the group, and then click the Properties button. To remove a channel or channel group from the selection list, select the channel or group and click Delete. To remove all channels or channel groups from the selection list, select the channel or group and click Clear.
Editing a Querys Details

In the Details tab, you can change the type of calls and data that you are searching for. You can also change the comment and DTMF you want to query. The fields available for selection for the query will change depending on your system environment.
To edit a querys details:
1. 2.
In the NICE Query window, in the Folder List, select a query whose details you want to modify. Click the Edit button. The <Query> Properties window appears.
3.
Click the Details tab. The <Query> Properties window appears, with the Details tab active.
57
Figure 2-9
<Query> Properties Window - Details Tab
NOTE
Available fields may vary according to your NiceLog configuration.
4.
In the State area, mark or clear the checkboxes as follows, to search for the following call(s):
Locked
When marked When unmarked When grayed out
, searches for locked segments only. , searches for unlocked segments only. , searches for both locked and unlocked segments.
Retrieved
Searches for calls that were retrieved to a logger.
5.
In the Data Type area, mark the type of call you are searching for, as follows:
Fax Modem
Searches for calls classified as fax. Searches for calls classified as modem.
6.
In the Call Type area, mark the type of call you are searching for, as follows:
Transfer -orConference
Searches for calls that were transferred to another agent.
Searches for conference calls.
NOTE
If both the Transfer and Conference boxes are marked, then neither will be included in the search criteria.
58
7.
In the Recorded Media area, mark the type of data you are searching for, as follows:
Audio Screen Screen & Audio
Searches for audio data only. Searches for screen data only. Searches for screen and audio data.
8. 9.
If the calls that you are searching for were saved with a comment, in the Comment field, type the comment, or part of it. You can search for calls by its DTMF signal, by typing all or part of the telephone number in the DTMF field.
Editing a Querys User-Defined Fields

The User Defined tab is enabled only when the database contains user-defined fields that you are authorized to query. User-defined fields are created by the System Administrator using the NICE Administration application.
To edit a querys user-defined fields:
1. 2.
In the NICE Query window, in the Folder List, select a query whose user-defined fields you want to modify. Click the Edit button. The <Query> Properties window appears.
3.
Click the User Defined tab. The <Query> Properties window appears, with the User Defined tab active.
59
Figure 2-10
<Query> Properties Window - User Defined Tab
The User Defined tab displays each user-defined field you are authorized to query. In the above example, you can search for calls with matching phone numbers in the user-defined Phone Number field. 4. 5. For fields with free text, type your query selection. For fields with lists, select the required item from the list.
Editing a Querys Expressions

A query can include logical conditions, each of which identifies calls based on a specific call data field stored in your sites Call Database. In the Query Properties window, each logical condition is defined by:
A call data field in the Field drop-down list according to the defined columns that you have permission to query. A comparison operator in the Operator drop-down list. A value (or range of values) in the Value drop-down list.
Each logical condition includes a call data field that you are authorized to access in your sites Call Database.
NOTE The call data fields stored in your sites Call Database depend upon the call data reported by the telephone switch.
60
A logical condition includes one of the following comparison operators that determines how the call data field (that is logged for each call in your sites Call Database) compares with the value that you specify in the Value field:
Is Equal Is Not Equal Additional operators depending on the type of column, for example, numerical, character, Boolean, and so on.
A logical condition includes a value (or range of values) that is compared to the call data field logged for each call in your sites Call Database. A logical condition typically includes only one value. You can define a query with more than one logical condition. An AND or OR binding operator joins each logical condition (except the first condition) to the previous logical condition in the query. If two conditions are joined by AND, the query searches for calls that meet both conditions. If two conditions are joined by OR, the query searches for calls that meet one condition, or the other, or both. Conditions joined by AND are always evaluated before conditions joined by OR. At any time, you can add new logical conditions to a query, and you can delete one or all logical conditions in the query.
EXAMPLE: To search for Incoming calls by Department use: Field: Department Operator: Is Equal Value: Marketing
To edit a logical condition:
1. 2.
In the NICE Query window, in the Folder List, select a query whose logical condition(s) you want to modify. Click the Edit button. The <Query> Properties window appears.
3.
Click the Expressions tab. The <Query> Properties window appears, with the Expressions tab active.
61
Figure 2-11
<Query> Properties Window - Expressions Tab
4.
For each logical condition, in the Field drop-down list, select a call data field. The selection appears in the Current expression field.
5.
For each logical condition, in the Operator drop-down list, select the logical conditions comparison operator.
NOTE The logical operator available depends on the field type, for example, character string, numeric or Boolean.
6.
For each logical condition, in the Value drop-down list, select a value.
NOTE
Depending on the field type, you may be required to type a value in the Value drop-down list. For example, if the column does not have an attached list. If you selected a field that displays Yes or No, the valid values are 1 (YES) or 0 (NO)
7.
Click the Add button. The logical condition appears in the window at the bottom of the Expressions tab.
8.
If you want to join a logical condition to the previous logical condition, select a Binding operator AND or OR. Then repeat steps 4 through 7.
NOTE If you want to change a component of a logical condition, in the window at the bottom of the Expressions tab, select a logical condition. Then, in the Field, Operator or Value drop-down list(s), select the change(s), and click the Update button. If you want to delete the selected logical condition in the query, click Delete. To remove all logical conditions for a query, click Clear.
62
Finding Audio
Finding Audio
To locate a call, you can use the Query feature. However, some audio recorded by NiceLog does not meet the call definition criteria (e.g., too short). To find this audio, you need to use the Find Audio feature. There are two ways to find audio using the Find Audio feature:
From any Logger channel From the channel of a selected call in the Complete Calls List
To find audio from any Logger channel:
1.
In the NICE Query window, in the Call menu, choose Find Audio. The Find Audio window appears with a list of channels from the Loggers in the system that you have authorization for.
Figure 2-12 Find Audio Window
2. 3. 4.
Select a channel. Define the start and end times and dates for the audio you want to find in the From and To fields. Click OK. If the audio is on the disk, it immediately plays back in the Playback window.
63
Finding Audio
To find audio from the channel of a specified call:
1.
Right-click a selected call in the Complete Calls List. The Find Audio window appears, displaying the calls channel information.
2. 3.
Select the start and end times and dates for the audio in the From and To fields. Click OK. If the audio is on the disk, it immediately plays back in the Playback window.
64
Tip for Sites with a NICE Inserter

NOTE The NICE Inserter is optional for Total Recording environments with CTI/CDR integration.
If you cannot locate a specific call or segment, it might have been saved by NICE Inserter. NICE Inserter detects incomplete or missing call entries in the calls database caused by system maintenance or malfunction (e.g. - network failures), and enables querying for such calls and playing them back for privileged users, as well as archiving and retrieving them by the NICE Storage Center. The Lock, Move, and Modify operations cannot be performed on calls in a NICE Inserter Query. To locate calls saved using NICE Inserter, you must run a separate Query.
To run a NICE Inserter Query:
1.
In the Search menu, choose Build Inserter Query. The New Query window appears. See Figure 2-4 on page 46.
2.
Complete the information as follows and then click OK.
Query name Make this query of group
The name of the query as it will appear in the folders list of the Query window. The group to which the query will apply. If you are not a member of a group, this field is not enabled.
Make this query a subquery of The folder where you want to save the new query. Description
This description pops up when you point with your mouse to the folder in the folders lists of the Query window.
The Properties window for the new query appears. 3. 4. Fill in the details on the General tab following the guidelines in Editing a Querys General Conditions on page 52. Click the Servers tab. The Servers tab appears.
65
Figure 2-14
Properties Window - Servers tab
5.
From the left column, choose a Server and click the To button. The server appears in the right column.
6. 7.
Click the Expressions tab. Fill in the details on the Expressions tab following the guidelines in Editing a Querys Expressions on page 60.
NOTE The list of available fields for NICE Inserter varies from those available for a NICE Query.
8.
Click Save and Run to save and run the new query.
66
3
Playing Recordings
Calls that are located on a Loggers hard disk and appear in any of the visible lists can be played back directly from the NICE Query window. Audio that is not defined as a call can also be played back using the NICE Query Find Audio feature. You can play back audio through the telephone, through speakers, or through your own computer if you have a sound card and speakers. Screens are played back on your screen. When you play recorded audio or screens, you can use the various tools in the NiceLog Playback window to control playback. You can play .aud files using the NICE Media Player, if it is installed. When playing audio, you can save a recording, replay audio, use the enhanced playback features, and play up to four audio recordings simultaneously. Audio (.wav files) can be played back with the Talking Clock feature, which provides vocal time and date information about the call, if played back to your computers speaker (via a sound card).
Contents
Selecting the Audio Output Device..................................................................68 Playing Recordings ...........................................................................................70 The Playback Window...................................................................................71 Playback with Talking Clock Options.............................................................74 Operating the Playback Window ...................................................................77 Customizing the Playback Window ...............................................................81 Releasing an Output Channel...........................................................................84 Dual Password Playback ..................................................................................85 Playing Synchronized Recordings...................................................................86 Playing Audio Files with NICE Media Player...................................................88
Chapter 3: Playing Recordings
67
Selecting the Audio Output Device

You can select the audio output device to be used for call playback. You do not select an output type to play back screen activity. Screens are played back only on your local workstation. The output type can be a telephone extension, speaker or headphones. If your computer has a sound card and speakers, the output can be through your local speakers. The output type selected becomes the default only for the current application. You can select different default output types for the NICE Query and NICE Monitor applications. When you select a call for playback, the system checks if it matches the selected output type. If the call cannot be played on the selected output device, the Select Output Type window appears so that you can select a new output. In this case, only the outputs relevant to the selected call are listed. You are also given the option in this window to make your new selection the default.
To select an output type:
1.
In the NICE Query window, in the System menu, choose Select Output Type.
-or-
In the NICE Monitor window, in the System menu, choose Options, then Select Output Type. 2. The Select Output Type window appears.
Figure 3-1 Select Output Type Window
NOTE
The options in the Select Output Type window may differ according to your NiceLog configuration.
3.
Select an output device from one of the following options:
Local
Playback to your local workstation. This is available only if you have a sound card and speakers on your local workstation.
68
Extension Speaker Instant Callback
One of the telephone extensions that has been specified by the NiceLog Administrator. Playback to the speakers on the Logger. Select from the dropdown list. User-defined telephone extension. Enter the extension number to be dialed by the Logger in order to hear the call. This option is available only in digital systems in which the output has been configured as Instant Callback.
Your choice is saved as the default for future use.
WARNING
Do not attempt to connect a telephone line directly to a Loggers output channel without the properly installed interface hardware.
69
Playing Recordings
Playing Recordings
Once a query has been performed, recorded calls with matching search criteria are displayed in the Main View Calls List. A call can consist of either recorded voice, screens, voice and screens, or no recordings. (Calls without recordings occur when a call takes place and is logged as having occurred but was not scheduled to be recorded.) Playback can be done from either the Segments view, the Complete Calls view, or the Recording Locations view. In the Segments view, recording can be identified by their icons: Voice recording only Screen recording only Voice and Screen recording grayed-out icons Indicates that a call took place, but was not recorded.
Screen recordings are played back on your screen. Voice recordings are played back using the default output device. See Selecting the Audio Output Device on page 68.
WARNING
Do not attempt to connect a telephone line directly to a Loggers output channel without the properly installed interface hardware.
You can select up to fifty screen and/or voice segments for playback through any output type. The calls play back sequentially according to their list order.
NOTE Calls with long duration are automatically divided into 20 minute segments. You can select which segments you want to play. You can select up to fifty call segments (voice, screen, or voice and screen) at one time for playback. Each will be played back in succession.
Audio that is not defined as a segment can also be played back using the NICE Query Find Audio feature. See Finding Audio on page 63. If your Logger is configured with the Talking Clock feature and your are playing back voice recordings on your local workstation, you can optionally, use the Talking Clock. For details, see Playing a Recording with Talking Clock on page 75.
70
Playing Recordings
To play a recording:
1. 2.
In the NICE Query window, in either the Complete Calls, Segments, or Recording Locations List, select the calls or screen recordings that you want to play. In the Call menu, choose Play.
-or-
Click the Play button. The call(s) will be played back according to the default settings as follows:
Extension Speaker Local Instant Callback
A message appears displaying the extension to dial. Dial the extension to play back the call. The call is played back through the specified speaker on the Logger. The call will be played back through your local sound card. The call will be played back through the extension specified in the Output window.
IMPORTANT
When you are finished listening to audio via a telephone, stop the playback and hang up so that the line will be available for accessing audio.
The NiceLog Playback window appears and is described in the following section, The Playback Window on page 71.
The Playback Window

The NiceLog Playback window appears when playback is initiated from NICE Query or NICE Monitor. Figure 3-2 shows the basic NiceLog Playback window. It appears when you select one call segment for playback. The Playback Call Details show the details of the call segment.
71
Playing Recordings
Figure 3-2
NiceLog Playback Window (1)
Playback Tool Bar Playback Call Details
Playback Progress Scale
The NiceLog Playback window displays the following components:
Playback Tool Bar: Provides tools which enable you to control playback. Each of the buttons which appear on the Playback Tool Bar are described in the following sections. Playback Call Details: Displays information about the call, for example, the Call ID and the
Agents name. To select which information is displayed, see Showing Playback Information Fields on page 83.
Playback Progress Scale: Graphically displays the progress of the current playback
operation.
NOTE When screens are recorded, the agents screens can continue to be recorded for an extra few seconds after the call ends. This extra recording time is known as wrap-up time and allows you to view the agents screen activity immediately after the call is complete. When screens are played back, the time on the progress bar includes the wrap-up time, if there is any, so you will see a difference in the time on the progress bar and the actual stop time of the call. Voice playback ends when the call stops.
EXAMPLE: If both voice and screens are recorded for a call that starts at 1:00:00 and stops at 1:05:00, the start time for the call is listed as 1:00:00 and the stop time for the call is listed as 1:05:00. When you open the Playback window, the progress bar displays the range from 1:00:00 to 1:05:30. Audio stops being heard at 1:05:00 but screen playback continues until 1:05:30.
Figure 3-3 shows the NiceLog Playback window when you select one or more complete calls, each comprised of multiple segments in the NICE Query window.
72
Playing Recordings
Figure 3-3
Active Call drop-down list
Active Audio Segment drop-down list
The following two drop-down lists appear:
Active Call Active Audio Segment
A list of all the selected complete calls. The call currently being played is displayed. A list of all the selected segments or all the segments for all the selected complete calls. The segment currently being played is displayed.
During screen playback, the NiceLog Playback window expands to display the played back screen activity. See Figure 3-4.
73
Playing Recordings
Figure 3-4
Played back screen activity
To play back multiple recordings:
Mark Continuos Playback and all the recordings in the list will be played back one after the other.
-or-
Select a call or segment to be played from one of the drop-down lists.
Playback with Talking Clock Options

NOTE The Talking Clock feature is not available for screen playback.
To use the Talking Clock options, Talking Clock must be configured on your workstation during installation. If you save a recording with Talking Clock options set, the saved file incorporates the Talking Clock and you do not need to have Talking Clock on the workstation on which you play back the saved files.
74
Playing Recordings
Truncating the Length of the Current Recording

If you have the Talking Clock feature on your workstation, you can select only a portion of the call for playback. If you save the call from the NiceLog Playback window, only the selected portion of the call will be saved.
To truncate a call:
1. 2.
In the NiceLog Playback window, in the Play menu, choose Set Play Time. The Set Times for Talking Clock window appears.
Figure 3-5 Set Times for Talking Clock
3.
Click on a portion of a date or time and use the up and down arrows to alter the From and To times.
Playing a Recording with Talking Clock

The Talking Clock feature periodically announces the time and date of the recording as you listen. You can play back audio with Talking Clock or save it as a .wav file. The time and date information is played back through one speaker while the call audio is played back simultaneously through the other speaker. You can control the volume of the Talking Clock and call audio separately. To use the Talking Clock:
Your workstation must be configured with Talking Clock. Your selected output must be Local. (Your workstation must have a sound card and speakers.)
You do not need to have Talking Clock on a workstation playing back a .wav file saved with Talking Clock. The announced times become part of the saved recording.
NOTE
75
Playing Recordings
To set the time interval for the Talking Clock:
1. 2.
In the NiceLog Playback window, in the Play menu, choose Set interval. From the drop-down menu, choose 10, 20, or 30 seconds. The time and date will be announced at the beginning and end of the call and at the intervals selected.
To play back calls with Talking Clock:
In the NiceLog Playback window, in the Play menu, choose Talking Clock.
Saving the Recording Currently Playing

You can save the audio of the call currently being played back in the NiceLog Playback window as follows:
Only voice recording are saved. Screen recordings cannot be saved in this manner. Talking Clock features are saved as follows:
The call is saved with the time announcements. You will not need to have Talking Clock
on the workstation on which the saved call is played back.
If you truncated the call, only the selected range is saved.

Tagging positions are not saved. Recording loops are not saved.
To save the Recording currently being Played:
1.
In the NiceLog Playback window, in the File menu, choose Save audio as. The Save Audio As window appears.
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Playing Recordings
Figure 3-6
Save Audio As Window
2. 3. 4.
Navigate to the location where you want to save the file. In the File name field, type the File name. Click Save.
Operating the Playback Window

The following sections contain instructions for using the toolbar functions in the Playback Window. The complete toolbar buttons are shown in Figure 3-7 and Figure 3-8.
NOTE Your toolbar may vary according to your NiceLog System configuration and selected options.
NiceLog Playback Window - standard toolbar
Figure 3-7
Pause
Jump Backward
Previous Recording
Recording Loop
Volume Control
Stop
Jump Forward
Next Recording
77
Playing Recordings
Figure 3-8
NiceLog Playback Window - expanded toolbar
Skip silence
AGC
Speed Control
Tag Untag a a Position Position
Stopping Playback
To stop playback:
In the Playback window, click the Stop button. The Stop button changes from yellow to red, playback stops, and the marker jumps to the start of the graphic time scale.
Restarting Playback
If playback has stopped, either because you clicked the Stop button, or you reached the end of the recording, you can restart playback of the audio from the beginning.
To restart playback:
In the Playback window, click the Play button. The audio starts to play from the beginning, and the Play button changes to the Pause button.
Pausing/Resuming Playback
Pausing stops playback at the current playback time. When playback is resumed, it continues from the point at which it was paused.
To pause playback:
In the Playback window, click the Pause button. Playback pauses at the current playback time, and the Pause button changes to the Play button.
To resume paused playback:
In the Playback window, click the Play button. Playback resumes from the point in the audio when playback was paused, and the Play button changes to the Pause button.
Chapter 3: Playing Recordings 78
Playing Recordings
Jumping Forward/Backward
The Playback window provides several tools for navigating forward and backward within the audio while it is playing.
To jump forward:
Click the Jump Forward button. Playback advances ten seconds.
To jump backward:
Click the Jump Backward button. Playback reverses ten seconds.
To jump to any time in the recording:
Click anywhere on the graphic time scale.
Playing Next Call/Previous Call

These tools play the next and previous calls in the Segments or Recording Locations Lists.
NOTE In a multi-segment playback, Next Call skips to the next selected audio segment, Previous Call jumps back to the previous one.
To play the next call:
Click the Next Call button. The next call in the selected list plays.
To play the previous call:
Click the Previous Call button. The previous call in the selected list plays.
Tagging a Playback Position

IMPORTANT This option is available only in a NiceCLS environment. It is not available in a Loggers-only environment.
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Playing Recordings
You can mark positions of interest on the playback scale with tags when playing recordings. The tags are saved with the call and appear again when the call is next selected for playback. The tags do not appear if the call is selected for either synchronized playback or multi-playback. You can remove a recordings tags at any time.
To tag a position during playback:
1. 2.
To display Tag buttons, in the Playback window, in the View menu, choose Enhanced. See Customizing the Playback Window on page 81. During playback, in the Playback window, click the Tag button when the scale button reaches the appropriate position on the scale. A red indicator marks the position on the scale. You may add more tags, as required.
Figure 3-9 NiceLog Playback Window With Tags
To remove a recordings tags:
Click the Untag button. All the red indicators are removed.
Setting Up a Recording Loop

During playback, you can use the Loop function in the Playback window to repeatedly replay a specific segment from within the audio that is playing.
To set up a recording loop:
1.
During playback, in the Playback window, click the Start Loop button at the part of the audio where you want the loop to start.
Chapter 3: Playing Recordings 80
Playing Recordings
A blue arrow marks the start time of the loop on the graphical time scale. As the audio continues playing, the tail of the blue arrow stretches to the right in the graphical time scale.
Figure 3-10 Audio Loop
2.
Click the Loop button again when you hear the end of the audio that you wish to replay in a loop. The button color changes to green. The tail of the blue arrow stops. The point where it stops on the graphic time scale marks the stop time of the loop. The audio between the start and the end loop marks plays back repeatedly until you stop the loop. You can use the Pause and Resume buttons while listening to the audio loop.
To stop a recording loop:
Click the Loop button again.

-or-
Click anywhere on the graphic time scale. The Loop button changes to yellow, the loop marker in the graphic time scale disappears, and the audio continues playing normally.
Customizing the Playback Window

To customize the NiceLog Playback window:
In the NiceLog Playback window, from the View menu, select any combination of options as follows:
Enhanced
Skip Silence
When this option is selected, the following options are displayed in the Playback window, depending on the Logger: Enables silent segments to be skipped during playback if the audio that you are playing was recorded using activity detection.
81
Playing Recordings
AGC
Automatic Gain Control. Equalizes the volume of an audio signal that contains segments of alternating high and low volume. Availability of this option depends on your Logger configuration. Enables you to modify playback speed without altering the pitch. Availability of this option depends on your Logger configuration. Removes background noise that was recorded with voice. Availability of this option depends on your Logger configuration. Enables you to place indicator marks at positions of interest on the playback scale. This option is selected by default. Audio playback start, intermediate, and end times are represented numerically below the graphic time scale. The time marker indicates the progress of the playback. The elapsed playback time also appears below the graphic time scale, at the center of the scale. The elapsed time is the amount of time between the recordings start time and the current playback time.
Speed
Noise Reduction
Tags
Scale
Scale from zero Information
Causes the time scale to begin at 00:00:00 instead of the actual time. Up to five call information fields can be selected and displayed according to your requirements. Information appears in a bar above the graphic time scale. See Showing Playback Information Fields on page 83 to select the information displayed.
Figure 3-11 shows an example of a customized Playback window.

Figure 3-11 NiceLog Playback - Customized Window
Playback Information Fields
82
Playing Recordings
Showing Playback Information Fields

Playback Information fields allow you to choose what information about the call being played is seen in the playback window. See Figure 3-11. You can choose up to five information fields to be displayed in the Playback window.
IMPORTANT After changing the playback window using this procedure, you will have to rerun your query.
To choose information fields for the playback window:
1.
In the Query window, in the View menu, choose Show Playback Info Fields. The Playback Fields window appears.
Figure 3-12 Playback Fields Window
NOTE
2. 3. 4. 5.
To add a field, select it from the Available fields area and click the Add button. To remove a field, select it from the Show these fields in this order area and click the
Remove button.
To change the order in which the fields appear in the Playback window, select the field in the Show these fields in this order area and click the Move Up or Move Down button. Click OK. The next time the playback window is opened, the selected information will be displayed.
83
Releasing an Output Channel

When you play back via an extension or speakers, these output channels remain allocated to the user for approximately one minute after playback, thus allowing the immediate playback of additional recordings without the need to reconnect to the output channel. If you are not immediately playing another recording, it is recommended that you release the output channel and make it available to other users.
IMPORTANT If you do not release the output channel, it will automatically be released by the system approximately one minute after playback is complete.
To release an output channel:
In the System menu, choose Release Output Channel. The output channel is released and made available to other users.
84
Dual Password Playback
Dual Password Playback

An agent can search all calls in the site security database, but may have authorization to only play back only his or her recent calls, within a specified time period. Those users may listen to their calls outside the specified time limitation, and any calls made by others, only when accompanied by a colleague user who must enter his or her password for playback to take place. This feature is activated per user, and the time period is specified in the NICE Administrator application.
To play back calls requiring dual password playback:
1. 2.
In the NICE Query window, in the Complete Calls List, select a call for playback. In the Call menu, choose Play.
-or-
Click the Play button. If the selected call was made before the specified time period allowed, or if it was made by another agent, the Login NICE Query window appears.
Figure 3-13 Login NICE Query Window
3.
Another authorized user logs in. The selected call then plays. When the playback is finished and the window closes, the authorization ends. The original user is still logged in.
NOTE Each time you choose a call requiring dual password playback, the Login NICE Query window appears.
85
Playing Synchronized Recordings

You can simultaneously play up to four recorded voice segments provided they meet with the following criteria:
Recorded at the same time (The segments do not have to start and finish at the same time. Only the overlapping times will be played back.) Recorded on the same Logger Recorded on different input channels
Screen recordings cannot be played back using synchronized playback.
NOTE
You select the segment from either the Segments View or the Recording Locations view.
To play synchronized recordings:
1. 2.
In the NICE Query window, in either the Segments View or the Recording Locations view, hold down the Ctrl key and select up to four synchronized calls. Click the Sync button.
-or-
In the Call menu, choose Synchronized Play. The NiceLog Synchronized Playback window appears.
Figure 3-14 NiceLog Synchronized Playback Window
NOTE
The NiceLog Synchronized Playback window is identical to the NiceLog Playback window with the addition of a relative volume scales for each of the playing voice segments.
86
Figure 3-15
Relative Volume Scales
You can adjust the relative volume for each channel as necessary, by dragging the slide boxes on the Relative Volume Scales to the left and right. You can mute the audio segment by clicking the Minimize Volume button, or you can maximize the volume by clicking the Maximize Volume button.
87
Playing Audio Files with NICE Media Player
Playing Audio Files with NICE Media Player

The NICE Media Player is a standalone application for playing .aud files. The .aud format is a NICE proprietary compressed audio format. The NICE Media Player can be installed independently from other NICE applications to enable playback of calls that are saved outside of the Logger. When NICE Media Player is installed, it is set to be the default player for files saved in .aud format. The NICE Media Player window is similar to the basic Playback window. The NICE Media Player can be downloaded from the Internet from: www.nice.com/products/ download.html. For a description of the controls in the playback window, see Playing Recordings on page 70.
NOTE The NICE Media Player cannot play back screen recordings (.avi files).
To play back .aud files with NICE Media Player:
On a workstation where the NICE Media Player is installed, use Windows Explorer to navigate to the folder in which you saved your .aud files and double-click the call (*.aud). To locate the call that you want to play, refer to the call description in the audfiles.txt file that is stored in the same directory as the stored calls. For more information about these files, see Storing (Saving) Calls on a Remote Storage Device on page 99. The NICE Media Player window appears. The voice plays back on the local PC speakers.
Figure 3-16 NICE Media Player Window
The time information of the call is displayed on the screen during playback.
NOTE The NICE Media Player plays back audio files only when your computer has a sound card installed. If your system does not have a sound card and you attempt to play an .aud file, the following error message appears:
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4
Managing Calls
When you run a query, NICE Query searches for and lists all the calls that match the search criteria. This chapter focuses on the various NICE Query tools and features for managing the calls in the NICE Query window. A call can consist of recorded audio, screens, audio and screens, or no recordings (in instances where the occurrence of the call is logged, including start and stop times and channel and agent information, but the actual audio or screen data is not recorded). If the list of matching calls is extensive, you can use the Find feature to find a specific call. Use the Locate feature to determine where the call is currently stored, and, if the call is archived on removable media, retrieve it to a Loggers hard disk for playback.
NOTE Screen activity is not archived and therefore does not need to be retrieved from removable media.
Audio recordings can be stored on remote media. A log file is created in a directory of stored calls containing information about each stored call in the directory. Calls can be saved to a folder, and played back directly from the Query window. Audio and screen recordings can also be sent as an attachment in an email message.
Contents
Finding a Call by Searching a List ...................................................................91 Locating a Calls Audio .....................................................................................92 Selecting a Retrieval Logger .........................................................................93 Retrieving Audio from Removable Media........................................................94 Viewing Retrieval Requests ..............................................................................97 Storing (Saving) Calls on a Remote Storage Device ......................................99 Moving Calls to Call Folders...........................................................................101 Sending Call Files Via Email...........................................................................103 Creating a Shortcut to a Call Folder ..............................................................105
Chapter 4: Managing Calls 89
Customizing the Complete Calls and Segments Lists .................................106 Editing a Call Folders Description ................................................................108 Renaming a Call Folder...................................................................................109 Editing a Calls Details .................................................................................... 110 Locking/Unlocking Segments on a Logger................................................... 111 Tagging/Untagging Calls................................................................................. 112 Removing a Call from a Folder....................................................................... 113 Deleting Segments from a Logger ................................................................. 114
Chapter 4: Managing Calls
90
Finding a Call by Searching a List
Finding a Call by Searching a List

If an extensive list matches the search criteria you specified, you can narrow the search by either editing the querys search criteria, or you can use the Find feature to search the active view for a specific call.
NOTE The Find feature searches parameters displayed in the Query window and not call content.
To find a call in any of the displayed lists:
1. 2.
Click anywhere in the list to be searched to make it the active view. In the NICE Query window, in the Search menu, choose Find.
-or-
Click the Find button. 3. The Find window opens.

Figure 4-1 Find Window
4.
In the Text to find field, type text that might appear in any of a calls details.
-or-
In the drop-down list, select text that NICE Query has recently searched for. 5. Click OK. NICE Query searches the active view for the typed text, and highlights the first match. If the highlighted call is not the call that you are searching for, continue with Step 6. 6. In the Edit menu, click Find Next (or press F3). NICE Query searches the active view for the next match. Repeat this step until you locate the call you are searching for.
91
Locating a Calls Audio

Calls can be stored on local, remote, removable media, or a Storage Center. You need to determine where the call is located before you can play the call.
NOTE A Storage Center is an automatic backup system. When a Storage Center exists, if the segments being searched for are not found on any of the sites Loggers, the Storage Center is searched. If the segments are found there, then they are automatically retrieved from the Storage Center to the Retrieval Logger. Storage Centers do not exist at all sites.
You can view the current location of the audio for calls listed in the Complete Calls or Segments list. When you locate a call, an icon appears in the Source column for the selected calls. Selecting calls in the Complete Calls list shows the icon in the corresponding entries in the Segments list. Selecting segments from the Segments list, shows the icon in the corresponding entries in the Complete Calls list, when all of the segments are found in one location. If the Recording Locations List is open, the calls will appear there. Calls or segments which are located in the Storage Center are automatically retrieved to a Logger (known as the Retrieval Logger) when they are located. If a Logger has not been assigned for this purpose, you will be requested to select one at this time. You can also choose to change the selected Retrieval Logger before locating the calls or segments. See Selecting a Retrieval Logger on page 93 for details.
NOTE Each user can assign a different Logger to be used as the Retrieval Logger.
The following icons appear in the Source column and show where the call is currently stored:
Loggers hard disk Archiving media loaded in the Loggers archiving device Media stored in the Media Library Unknown - media cannot be found (e.g., if the call was deleted from the Loggers disk and there was no backup) Call is being retrieved from the Storage Center to the Retrieval Logger.
Once the location of the call has been determined, you can retrieve the call to a Loggers hard disk, in order to play it. For more information about retrieving audio to a Loggers hard disk, see Retrieving Audio from Removable Media on page 94.
To locate a call(s):
1. 2.
In either the Complete Calls or Segments list, in either the main view or secondary view, select the call(s) whose current location you want to know. In the Call menu, choose Locate.
-or-
Click the Locate button.

An icon indicating the location of the selected call(s) appears in the Source column for the selected call.
Selecting a Retrieval Logger

When locating call segments, those that are stored in a Storage Center are automatically retrieved from the Storage Center to a Loggers disk. The Logger to which the segments are retrieved is known as the Retrieval Logger. The first time that the Retrieval Logger is required, the Select Retrieval Logger window opens automatically and you assign one of the sites Loggers to be the Retrieval Logger. After this, you can change the Retrieval Logger whenever necessary.
NOTE Storage Centers do not exist at all sites.
To change the Retrieval Logger:
1.
In the System menu, choose Select Retrieval Logger. The Select Retrieval Logger window appears.
Figure 4-2 Select Retrieval window
2. 3.
Select the Logger you want to assign as the Retrieval Logger. Click OK.
The new Retrieval Logger setting remains the default.

NOTE The Retrieval Logger assignment applies only to the current user workstation. Each user workstation can assign a different Logger as the Retrieval Logger.
93
Retrieving Audio from Removable Media

To play a recorded call, the audio must be located on a Loggers hard disk. If the source is located on removable media, as indicated by its call source icon, the call must first be retrieved to the Loggers hard disk using NICE Querys Retrieval Wizard. Calls can be retrieved from the following locations:
Archiving media listed in the Media Library. Archiving media loaded in one of the Loggers archiving devices, for example, Magneto Optical (MO) cartridges, Digital Audio Tape (DAT) cassettes, or Digital Versatile Disc
(DVD).
Unknown, for example, recorded calls for which the system does not have a library record. You can retrieve multiple calls from different locations. The Retrieval Wizard sorts the calls selected for retrieval into groups according to their media location. The Retrieval Wizard guides you through the following steps of the retrieval process:
Retrieval Requests: For each group of selected calls in the Media Library, you specify the Logger to which the calls should be retrieved. You can also specify call duration to retrieve only part of the calls. Call Retrieval: For each retrieval request, the Retrieval Wizard tells you into which Logger to insert the removable media.
You can only retrieve calls from removable media if you have the requisite authority.
NOTE If you are not authorized to retrieve calls from the Media Library, contact your organizations NICE Administrator. Provide the Administrator with the details of the selected call(s) and request that he or she load the archiving media into one of the Loggers archiving devices, from the NICE Backup window in the NICE Administrator application.
To retrieve a call from removable media:
1. 2.
In the NICE Query window, in the Complete Calls List, select the call(s) that you want to retrieve. Hold down the Ctrl key to select additional calls. In the Call menu, choose Retrieve.
-or-
Click the Retrieve button. The Retrieval Wizard opens, displaying the first group of selected calls.
94
Figure 4-3
Retrieval Wizard
3.
In the Retrieve to logger drop-down list, select the Logger to which you want to retrieve the audio. If the calls are located on archive media that is currently loaded in a Logger, you do not need to select the Logger.
NOTE The Deck field is visible only when your computer is configured with a Remote Tape Storage system (RTS).
4.
If you want to retrieve only a portion of a call, select the recording that you want and click the Adjust Duration button. Otherwise, skip to step 6. The Adjust Duration window opens.
Figure 4-4 Adjust Duration Window
5.
In the Start time and Stop time drop-down lists, select the duration of the call that you want to retrieve. Click OK. The Retrieval Wizard opens again, displaying the duration.
6.
If you want to eject the media after the call(s) has been retrieved from it, mark the Eject media upon completion checkbox.
NOTE When you retrieve audio from several archiving media on the same Logger, the Eject media upon completion checkbox must be marked.
7. 8. 9.
Click Next to display the next group of selected calls for retrieval. Repeat steps 3 through 7 until you have requested retrieval for all selected calls. Click Finish. The Retrieval Wizard - Summary window appears informing you where to insert media to begin the retrieval process.
Figure 4-5 Retrieval Wizard - Summary
10. Insert the media into the specified archiving device, as displayed in the Summary window. 11. Click OK. The retrieval process begins. When the retrieval process has finished, or if it encounters errors, the Retrieval Request Groups window appears. You can also open this window to see the progress of retrieval by selecting Retrieval Status from the View menu. 12. When retrieval is completed, refresh the Complete Calls List by selecting the call(s) and clicking the Locate button. The selected call(s) now appear in the Complete Calls List with the Logger hard disk icon, and they can now be played back. For more information about playing calls, see Playing Recordings on page 67.
96
Viewing Retrieval Requests

When a call(s) is being retrieved to a Loggers hard disk, you can view the retrieval progress. You can abort the retrieval request at any time before the requested call(s) completes its retrieval to a Loggers hard disk.
To view a retrieval request:
1.
In the View menu, choose Show Retrieval Status.

TIP
On your keyboard, press the F2 shortcut key.
The Retrieval Request Groups window appears, displaying the groups of retrieval requests.
Figure 4-6 Retrieval Request Groups Window
2. 3.
Select a retrieval request. If you want to view information about each retrieval request, click the Properties button. Otherwise, skip to step 5. The Request Group Properties window appears, displaying the details of each retrieval request in the request group.
97
Figure 4-7
Request Group Properties Window
4. 5.
Click OK to return to the Retrieval Request Groups window. Click Close.

NOTE If you want to abort a retrieval request, click the Abort button.
98
Storing (Saving) Calls on a Remote Storage Device

If the Remote Long Term Storage (RLTS) is installed, you can save the individual segments of calls on any media storage device for archiving/long term storage. This feature creates a log file when calls are saved in a new directory. Each time you save calls, the new log entries are added to the existing log file. The call files can be stored to any random access media storage device, including:
Local or network hard disk DDS or AIT cassette Magneto Optical (MO) cartridge
You can save selected segments of calls. The calls can be of either .wav (with or without Talking Clock), .aud, or .avi (for screen activity) file format. The .aud format is a NICE proprietary compressed audio format. Stored calls can be played using the NICE Media Player. To download the NICE Media Player from the Internet and for instructions on using it, see Playing Audio Files with NICE Media Player on page 88.
To store calls to media storage devices:
1. 2. 3.
In the Segments list, select the segment or segments you wish to save as files. If Talking Clock is enabled on the system, you can save a .wav file with Talking Clock. Choose Save > Enable Talking Clock. Click the Save button, and choose one of the following:
Save As AUD File Save As WAV File Save As AUD and WAV Files Save As AVI File
NOTE
Saves voice only Saves voice only Saves voice only Saves voice and screen data
If you choose .aud or .wav for a segment that contains voice and screen data, only the voice portion will be saved. If you choose .aud or .wav for a segment that contains only screen data, it will not be saved and no error message will appear. If you choose .avi for a segment that contains only voice data, it will not be saved and no error message will appear.
The Save window appears. 4. Select a drive and a directory. Click OK. The drive can be any local or networked disk or removable media.
The selected calls are saved. When saving to a directory to which calls have never been saved, a new log file is created in the directory. When calls are saved to an existing directory, entries are appended to the existing log in the directory.
NOTE The users Windows login name is automatically added as a prefix to the file name. EXAMPLE: If, in the Save window, you enter call1 as the file name, and select .aud
as the file type, and logged into Windows with the login ID Sue, then the complete file name will be Suecall1.aud.
Figure 4-8 Log of Stored Files
Details in the log include:
File name Format (.aud, .wav, or .avi) Whether Talking Clock is saved with the file (.wav format only) Logger ID Channel Number Start time and End time Certain other data columns
NOTE The data columns that appear in the log file are preset in you system and cannot be modified.
100
Moving Calls to Call Folders

Once you find a call or segment, you can move it to a separate call folder so that later on you can easily locate it for playback.
NOTE Call Folders do not exist in a Loggers-only environment.
To save a queried call:
1.
In either the Complete Calls or Segments list, select a call.

NOTE To select multiple calls, on the keyboard hold down the Ctrl key and click to select the calls.
2.
In the Call menu, select Move Calls.

-or-
Click the Move button. The Move Calls window appears.

Figure 4-9 Move Calls Window
3.
In the Move the selected calls to the folder area, select the folder that you want to store. The call is moved to the selected folder.
-or-
If you want to create a new folder to store a call in, click the New button. The New Folder window opens.
101
Figure 4-10
New Folder Window
NOTE
Public folders can be viewed by all users. Private folders are for personal use.
4. 5. 6.
In the Calls folder name field, type the name of the new folder. In the Description area, type a description of the call folder. Click OK. The selected call(s) are moved to the new folder.
102
Sending Call Files Via Email

You can send selected segments of calls as attachments in email messages using your default email application. The calls can be of either .wav (with or without Talking Clock), .aud, or .avi (for screen activity) file format. The .aud format is a NICE proprietary compressed audio format. Segments sent in .aud format can be played back by the addressee using the NICE Media Player. To download the NICE Media Player from the Internet and for instructions on using it, see Playing Audio Files with NICE Media Player on page 88.
To send calls as email:
1. 2.
In the Segments list, select a segment. Press Ctrl and select additional segments to be sent, if required. Click the Send button and choose one of the following:
Send AUD File Send WAV File Send AVI File
Sends voice only Sends voice only Sends voice and screen data
To send .wav files with the Talking Clock, in the Send submenu, choose Enable Talking Clock. This option appears only if the Talking Clock is enabled on the system.
NOTE Voice only recordings must be sent as either .aud or .wav files. Screen only recordings or recordings containing both voice and screen must be sent as .avi files. When you select more than one kind of segment, an error message appears. Click Yes to send each type of segment appropriately (if you selected .avi for voice only recordings, they are sent as .wav files by default).
Your email application opens with the selected segment or segments attached to an outgoing message.
103
Figure 4-11 Sample Email Window
NOTE
The NICE Media Player message appears only when sending an .aud file.
3.
Send the message in the usual way.
104
Creating a Shortcut to a Call Folder
Creating a Shortcut to a Call Folder

In the Shortcut Bar, you can create a shortcut to a call folder. The shortcut icon for public, group and private folders are slightly different from one another:
Public folders
Group folders
Private folders
To create a shortcut:
1. 2.
In the Folder List, select a call folder. Drag the folder to the Shortcut Bar.
-or-
In the Folder menu, choose Add to shortcut bar. The next time you want to play a call from that call folder, you can click the call folders shortcut icon in the Shortcut Bar. The calls associated with that folder then appear on the Main View Calls List.
105
Customizing the Complete Calls and Segments Lists

You can customize the Complete Calls and Segments Lists display grids so that specified columns are not displayed. You can also specify which columns should occupy a permanent position in the scroll list.
IMPORTANT After changing the columns displayed using this procedure, you will have to rerun your query.
To customize the Complete Calls or Segments List:
1. 2.
In the Query window, click anywhere in the list to be edited. In the View menu, choose Show Columns. The Show Columns window appears.
Figure 4-12 Show Columns Window
NOTE
3. 4. 5. 6.
To add a field, select it from the Available fields area and click Add. To add all of the Available fields, click Add All. To remove a field, select it i from the Show these fields in this order area and click
Remove.
To remove all of the shown fields, click Remove All.

106
7. 8.
To change the order in which the columns appear, select a column in the Show these fields in this order area and click either the Move Up or Move Down button. Use the Up and Down arrows to specify the number of columns that you want to prevent from scrolling in the Keep the first # columns to move when scrolling field.
NOTE The Default button resets the selected fields and the order in which they appear to the original settings, when you first accessed the NICE Query application.
9.
Click OK. The Show Columns window closes.
107
Editing a Call Folders Description
Editing a Call Folders Description

If you save a folder together with a description of its call(s), the description will be displayed when you point to the call folder, in the Folder List, with your mouse. You can add and modify a call folders description at any time.
NOTE You can edit the Call Folder description only if you have authorization to do so.
To edit a call folders description:
1. 2.
In the Folder List, select a call folder whose description you want to edit. In the Folder menu, choose Edit. The Calls # Properties window appears, displaying the call folders current description.
Figure 4-13 Calls # Properties Window
3.
Type your changes and click OK. The new description is saved with the call folder.
108
Renaming a Call Folder
Renaming a Call Folder

You can change the name of a call folder to a name that better describes the calls stored in the folder.
NOTE You can change the name of a call folder only if you have authorization to do so.
To rename a call folder:
1. 2.
In the Folder List, select a call folder whose name you want to change. In the Folder menu, choose Rename. The folder name appears in an edit box.
3.
Type your changes, and click OK. The folder is saved under the new name in the Folder List.
109
Editing a Calls Details
Editing a Calls Details

In the Query window, you can edit the text that appears in any column that has edit privileges. Changes that you make are saved and appear on the list immediately.
NOTE If you do not know which column details can be edited, you should ask your sites system administrator.
To edit a calls details:
1. 2.
Click on the line whose details you want to edit. In the Call menu, choose Modify.
-or-
Click the Modify button.

NOTE If there are no fields which can be edited, then the Modify button remains inactive.
3.
Type over the fields to be edited. The modified details appear immediately, and the changes are saved to the database.
4.
Click the Modify button again to exit the editing mode.
110
Locking/Unlocking Segments on a Logger
Locking/Unlocking Segments on a Logger

You can prevent the automatic deletion of segments by locking them on the loggers hard disk. You can also unlock previously locked segments.
NOTE
This is the same procedure used for tagging/untagging calls.
To lock or unlock segments on a logger:
1.
In the Segments List, select the segment(s) that you want to lock or unlock.
IMPORTANT If you select more than one segment, all the segment will change to the new status of the first segment selected.
EXAMPLE: You select ten segments, among them the first one is locked, and the rest are either locked or unlocked. All of the locked segments become unlocked and the unlocked segments remain unlocked. The end result is all unlocked segments.
2.
Click the Un\Lock icon in the Toolbar.

-or-
From the Call menu, choose Lock. The status of the segment in the Segments List changes appropriately from Locked to
Unlocked or from Unlocked to Locked.
Figure 4-14 Segments View Displaying Locked Column
The check-mark in the Locked column appears gray when the Locking procedure is complete. 3. Wait for confirmation that the process is complete and run the query again to confirm that the segments were properly locked/unlocked. Locked segments have a colored check-mark that is not gray.
111
Tagging/Untagging Calls
Tagging/Untagging Calls
Call tagging enables you evaluate calls in the database by changing them to QA calls. You can also untag a tagged call.
NOTE
This is the same procedure used for locking/unlocking segments on a logger.
To tag/untag calls:
1.
In the Segments List, select the call(s) that you want to tag/untag.
IMPORTANT If you select more than one segment, all the segment will change to the new status of the first segment selected.
EXAMPLE: You select ten segments, among them the first one is tagged, and the rest
are either tagged or untagged. All of the tagged segments become untagged and the untagged segments remain untagged. The end result is all untagged segments. 2. Click the Un/Lock icon in the Toolbar.
-or-
From the Call menu, choose Lock. The status of the segment in the Segments List changes appropriately from Tagged (Locked) to Untagged (Unlocked) or from Untagged (Unlocked) to Tagged (Locked).
Figure 4-15 Segments View Displaying Tagged segments in Locked Column
The check-mark in the Locked column appears gray when the Tagging procedure is complete. 3. Wait for confirmation that the process is complete and run the query again to confirm that the segments were properly tagged/untagged. Tagged segments have a colored check-mark that is not gray.
112
Removing a Call from a Folder
Removing a Call from a Folder

You can remove a call(s) from a folder when you no longer need to store it.
To remove calls from a folder:
1.
In the Folder List, select a folder with a call folder icon. The list of calls in the folder appears in the Complete Calls List.
2.
To remove all calls from a folder, in the Call menu choose Remove All Calls.
-or-
In the Complete Calls List, select the calls you want to remove. In the Call menu, choose Remove Selected Calls.
113
Deleting Segments from a Logger
Deleting Segments from a Logger

IMPORTANT You must have special privileges to delete audio segments from a Logger.
To delete segments from a Logger:
1.
Select the segment(s) to be deleted from the Segments List.

NOTE Segments being deleted must be located on a Logger and must be unlocked.
2. 3.
In the Call menu choose Delete. When the confirmation window appears, click OK. The selected segment(s) are deleted from the Logger. If the deleted segments were part of a complete call, they still appear as part of the complete call with their location unknown.
114
PART II - NICE Monitor
5
Getting Started with NICE Monitor
NICE Monitor is a Windows-based application that can be used to monitor agent calls and recordings in the NiceLog System. When a call is monitored, call audio is routed to the user running the Monitor application in real time. NICE Monitor also enables fast and easy access to channel activity information, call activity and details and user sign-on activity. NICE Monitor is installed along with the other NICE Applications, and works together with NiceLog and NiceCLS to enhance NiceLog System call handling capabilities.
Contents
Know Your NiceLog System ........................................................................... 118 Starting NICE Monitor ..................................................................................... 119 The NICE Monitor Window..............................................................................122 Main Window Views ....................................................................................122 NICE Monitor Window Component .............................................................122 Window Component Tips ............................................................................125 Displaying Icon Legends .............................................................................126 Reconnecting to the NiceCLS Server ............................................................127 Changing Your Password ...............................................................................128
Chapter 5: Getting Started with NICE Monitor
117
Know Your NiceLog System
Know Your NiceLog System

The NiceLog System allows you to record, store, playback, monitor, and evaluate agents voice and screen activity. The capabilities of your NiceLog System depend on whether or not your system includes a NiceCLS Server. A system without a NiceCLS Server is known as a Loggers-only environment.
A Loggers-only environment consists only of NiceLog Loggers. There are no NiceCLS Servers or NiceScreen Loggers. Only call segments are available and you identify calls according to the channel on which they were recorded, not by the agent who participated in them. The NiceCLS Server contains the NiceCLS Calls database that stores information about each call, such as start time, stop time, location of the recording (logger or archived media), and the agent who participated in the call or whose computer screens were recorded. This information gives you more options when trying to locate or identify a call. Primarily, you can identify a call by the agent who participated in it and you can access many segments at once as a complete call.
In a Loggers-only environment, you are limited to:
Monitor and playback channels only.

This manual discusses the full capabilities of a NiceLog system with a NiceCLS Server. Limitations for a Loggers-only environment are noted accordingly.
IMPORTANT
118
Starting NICE Monitor

To start the NICE Monitor application: NOTE Before you start NICE Monitor, obtain a user name and password from the NiceLog System Administrator.
1.
Click the NICE Monitor icon in the NICE Toolbar. For information about starting the NICE Toolbar, see Working with the NICE Toolbar on page 20.
-or-
Click Start on the desktop and choose Programs, NICE Applications NICE Monitor. The Login NICE Monitor window appears.
Figure 5-1 Login NICE Monitor Window
2.
Click Data source to select the administration database that you want to work with.
NOTE If one or more NiceCLS Servers are part of your NiceLog System, you should choose the Database (data source) you want to connect to.
The Select Data Source window appears.
119
Figure 5-2
Select Data Source Window
IMPORTANT
In systems with multiple NiceCLS Servers, where one is designated as the main NiceCLS server, you should login to that server. You may select a different NiceCLS Server to monitor from within the NICE Monitor Window. See Changing the Default NiceCLS Server on page 172 for more information.
3.
Click the Machine Data Source tab, select the NiceCLS Server or administrator database that you want to work with, and click OK.
NOTE If your NiceLog system is configured to include only one NiceCLS Server, only one option will appear, and it will automatically be set as your option when installing the application.
4.
In the Login window, enter your user name and password and click OK. The NICE Monitor window appears.
120
Figure 5-3
NICE Monitor Window - Channels View
The NICE Monitor window displays a list of logged-in channels and agents associated with the NiceCLS Server, and data columns that provide information about the status of each agent or the activity on each channel.
IMPORTANT In a Loggers-only environment, you will see only the Channels view. The Agents view and all Agent-related actions do not exist. You must have a NiceCLS Server to access Agents.
NOTE
If this is the first time that the NICE Monitor application is opened, you will have to select the default NiceCLS Server. This process will start automatically. See Changing the Default NiceCLS Server on page 172.
121
The NICE Monitor Window

The NICE Monitor window contains components that enable you to monitor, record, and playback calls from specific agents or channels defined in your NiceLog System.
Main Window Views

The NICE Monitor window contains two main views: Agents View and Channels View.
NOTE Only one view may be available depending on your privileges as determined by your system administrator, or on the configuration of the site. For more information, see the NICE Administrators Manual. In a Loggers-only environment, only the Channels view exists. You must have a NiceCLS Server to use the Agents view.
To switch between Agents View and Channels View in the NICE Monitor window:
From the View menu, choose Agents mode for Agents View or Channels mode for Channels View.
-or-
In the Groups list, click Agents for Agents View or Channels for Channels View. You can change back and forth from these views anytime.
TIP When you select a channel or agent from the Groups list, the view automatically changes to the appropriate view.
NOTE
When monitoring agents or channels, changing the view of the NICE Monitor window stops the monitoring operation. NICE Monitor enables you to work in Compact View for both Agents View and Channels View. See Using the Monitor Window in Compact View on page 170 for more information.
NICE Monitor Window Component

NICE Monitor window components are indicated in the following figure:
122
Figure 5-4
Menu Bar Toolbar
NICE Monitor Window Components, Channel List View
Shortcut Bar Group List
Channels/Agents List
Status Bar
NOTE
In a Loggers-only environment, you will see only the Channels view. The Agents view and all Agent-related actions do not exist. You must have a NiceCLS Server to access Agents.
NICE Monitor Window, Agents View, status bar
Figure 5-5
Menu Bar Toolbar Shortcut Bar Group List Agent/ Channel List
Contains the main menus. Contains quick-access buttons to some of the most frequently used operations. Provides one-click shortcuts to groups of agents or channels. Displays the categories available in NICE Monitor: Agents and Channels. For a sub-category, click the plus sign (+) next to the group. Contains the Agent List or Channel List with data columns displaying detailed information on agents or channels. In Channels View, for example, data columns represented by icons include the following: Indicates call activity on the line.
123
Indicates a call is being recorded. Indicates a call is being monitored. Other Data columns include the following:

NOTE
Short Term Long Term
Indicates the percentage of audio activity detected on the input channel during the specified time period (typically one hour). Indicates the percentage of audio activity detected on the input channel during the specified time period (typically 72 hours.).
In the Agents View, data columns can be added to, and removed from the main window. For more information about customizing data columns, see Displaying/ Hiding Columns on page 168.
Status Bar
Displays the following information (from left to right):
Channels view (see Figure 5-4 on page 123)

Record count Date and time Selected output type Monitoring status - This appears only when playback is on the Local output. When monitoring, the current status is displayed: Monitoring or Buffering. Volume control - Right-click the icon to adjust the volume.
Agents view (see Figure 5-5 on page 123)

Requested Media type icon - Right-click the icon to change the
selection.
Connection Status icon Date and time Selected output type Monitoring status - This appears only when playback is on the Local output. When monitoring, the current status is displayed: Monitoring or Buffering. Volume control - You can right-click the icon to adjust the volume.
124
Window Component Tips

NOTE In a Loggers-only environment, you will see only the Channels view. The Agents view and all Agent-related actions do not exist. You must have a NiceCLS Server to access Agents.
The following tips are useful when working with NICE Monitor window components:
When you select an Agent or Channel in the Group List, the appropriate view will automatically be displayed in the display area. Groups in the Group List area can be added to the Shortcut Bar to enable quick opening of definitions in the Agent\Channel view. This is possible by right-clicking and choosing the Add to Shortcut Bar option, or by dragging and dropping the icon. When an item is dragged to the Shortcut Bar, an icon for that item is automatically created. Shortcuts you create in the Shortcut Bar are saved, and restored the next time you enter NICE Monitor. New agents or channels are automatically added to the relevant group in the Group List area. Click the Agents button or the Channels button in the Shortcut Bar to display shortcuts for that category. To hide the Status Bar or Toolbar from view, deselect the Status Bar option or Toolbar option in the View menu.
125
Displaying Icon Legends

NICE Monitor provides an explanation of the icons that appear in the NICE Monitor window.
To display icon legends in the Monitor window:
In the NICE Monitor window, point to the icon and hold the pointer until a hint with the name of the icon is displayed.
-or-
To display all the legends at once, choose the Legend option in the Help menu. The Legend window appears.
Figure 5-6 Legend Window (for Agents View)
NOTE
The icons included in the Legend window are the same icons that appear in the NICE Monitor window (Agents View or Channels View).
126
Reconnecting to the NiceCLS Server
Reconnecting to the NiceCLS Server

The Status Bar at the bottom of the NICE Monitor window contains an icon that show the status of the NiceCLS Server from which NICE Monitor receives information. If a communication failure occurs, a red X appears on the icon representing the Server in which the failure occurred. If a communication failure occurs in the NiceCLS Server, a window prompting you to reconnect to the Server appears. Click Yes to reconnect to the NiceCLS Server, or No if you do not want to reconnect. You can also reconnect to the NiceCLS Server at a later time.
To reconnect to the NiceCLS Server:
In Agents view, in the System menu, choose Communication, Reconnect. The connection to the last server you were connected to is reestablished.
127

Once your NICE password is defined, it is recommended that you change your password periodically to prevent unauthorized entries. Keep in mind that your NICE password is the same password you use to log-in to the NICE Query, NICE Administrator, and NICE Supervision applications. The new password that you enter must be an alphanumeric string between 5 and 24 characters. It cannot be identical to your first name, last name, or extension. The NICE System Administrator can set additional user password parameters.
To change your NICE password:
1.
In the NICE Monitor window, in the System menu, choose Change Password. The Change password window appears.
Figure 5-7 Change Password Window
2. 3. 4. 5.
In the Old password field, type your old password. In the New password field, type your new password. In the Retype new password field, type your new password again. Click OK. Your new password will be required the next time you start the NICE Monitor, NICE Query, NICE Administrator, or NICE Supervision application.
NOTE You can also change your password in the NICE Query, NICE Administrator, or NICE Supervision application.
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6
Monitoring Agents
IMPORTANT In a Loggers-only environment, you will see only the Channels list. The Agents list and all Agent-related actions do not exist. You must have a NiceCLS Server to access Agents.
NICE Monitor enables you to monitor the activity of agents in real time from the NICE Monitor window. This chapter deals with the different aspects of working with the Agents window and monitoring agents.
Contents
Working with the Agent List ...........................................................................130 Creating the Agent List................................................................................130 Printing the Agent List .................................................................................131 Starting Agent Monitoring ..............................................................................132 Modifying the Volume..................................................................................133 Stopping Agent Monitoring and Recording ..................................................134
Chapter 6: Monitoring Agents
129
Working with the Agent List

The Agent List displays the agents and groups of agents the user can monitor. Data columns in the Agent list show information on these agents, such as agent name, extension number, agent ID, start and end time of the call, etc.
NOTE Data columns can be added to, and removed from the main window. For more information on customizing data columns, see Customizing NICE Monitor on page 167.
Creating the Agent List

The first time that you use NICE Monitor, you need to create a list of the agents you want to monitor based on the privileges assigned to you by the System Administrator. Only agents that are defined for that user in the NICE Administrator application may be added to this list.
NOTE For more information on defining agents and agent privileges, see the NICE Administrators Manual.
To add or remove agents from the list:
1.
In the View menu in the NICE Monitor window (Agents View), select Agents. The Show agents window appears.
Figure 6-1 Show Agents Window
NOTE
If your site has Multiple NiceCLS Servers, then only those agents who are located on the NiceCLS Server that you selected, appear in the Available agents list. To connect to a different NiceCLS Server, see Changing the Default NiceCLS Server on page 172.
Chapter 6: Monitoring Agents 130
2.
To add an agent or a group of agents to the Agent list, in the Available agents list, select the agent or group you want to display, and click Add. The agents and groups of agents you selected are added to the Show these agents list. To remove an agent or a group of agents from the Monitor window, in the Show these agents list, select the agents or groups of agents you want remove, and click Remove. The agents and groups of agents you selected are moved to the Available agents list.
3.
When you are finished specifying the information you want, click OK. The Monitor window is updated to reflect the changes you made.
NOTE Groups of agents are defined using the NICE Administrator application. For more information, see the NICE Administrators Manual.
Printing the Agent List

The agent list that appears in the main window can be printed. The print-out will include the list of agents and the status information for each agent.
To print the agent list in the Monitor window:
1.
In the System menu, choose Print. The Print window appears.
2.
Specify the information you want to print, and click OK.
To view a preview of the agent list printout:
1.
In the System menu, choose Print Preview. The Print Preview window appears.
2.
Click Print to print the report.
131
Starting Agent Monitoring

Before you begin monitoring an agent, ensure that the audio output type is the one you want to use. The current output type selected appears in the status bar. To change the selected audio output device, see Selecting the Audio Output Device on page 68.
NOTE
To monitor screens as well as audio:
The requested media selection must include screen data. The current selection for requested media can be seen in the icon on the Agents list status bar. See Figure 5-5 on page 123. To change the requested media, see Changing the Requested Media on page 173.
The agent being recorded must have NICE ScreenAgent installed on the workstation.
To start monitoring an agent:
1.
In the Monitor window Agent list, scroll to the agent that you want to monitor.
NOTE If your site has Multiple NiceCLS Servers, then only those agents who are located on the NiceCLS Server that you selected, appear in the Agent list. To connect to different NiceCLS Server, see Changing the Default NiceCLS Server on page 172.
2. 3.
If the Inactive icon appears for the agent you selected in the Call Status column, no call is in progress. If the Active icon appears, a call is in progress. When a call is in progress for the agent you selected, click the row for that agent and then click the Monitor icon in the tool bar.
-or-
In the Agent menu, choose Monitor.

-or-
Right-click the row of the agent you want to monitor. In the pop-up menu, choose Monitor. The Monitoring icon appears in the Monitor Status column as follows: Voice only Screen only Voice and Screen If your default output device is a telephone extension, the Dial Information window appears.
Chapter 6: Monitoring Agents 132
for the agent you selected
Figure 6-2
Dial Information Window
4.
Dial the extension number that appears in the window, and click OK. The call for the agent you selected is heard through the selected output device.
When the default output type is Local, the Status bar indicates that monitoring is taking
place and the following occurs:
Before the monitoring begins, there may be a time lapse of a few seconds, when a Buffering message appears in the Status Bar. During monitoring, this same message may reappear if the connection is not optimal. During monitoring, the Play option becomes disabled.
If you do not hear or see the voice or screen data, they might be recording on a Logger for which you do not have proper access. See your System Administrator.
NOTE
Modifying the Volume

To modify the volume:
1.
During monitoring, right-click the volume icon Monitor window. The Volume window appears.
Figure 6-3 Volume Window
in the Status Bar of the NICE
2.
Modify the volume by moving the slider up or down to the desired level.
Marking the AGC checkbox in the Volume window increases the quality of playback audio by averaging the volume of recorded audio that is being played back.
NOTE
133
Stopping Agent Monitoring and Recording
Stopping Agent Monitoring and Recording

To stop monitoring or recording an agent:
1. 2.
Select an agent from the Agent list. Click the Stop button in the tool bar.
-or-
In the Agent menu, choose Stop. Audio monitoring stops, the Agent Screen Activity window closes (if it was open), and in the
Monitor Status column IMPORTANT
, the Monitoring icon disappears.
If you have privileges to stop recording, and click the Stop button when both monitoring and recording is occurring, the Stop confirmation window appears.
Select the option you want and click OK.
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7
Monitoring Channels
NICE Monitor enables you to monitor the activity of audio channels in real time, from the NICE Monitor window.
NOTE Screens cannot be monitored when monitoring channels.
This chapter deals with the different aspects of working with the Channels window and monitoring channels.
Contents
Working with the Channel List .......................................................................136 Refreshing the Channel List........................................................................136 Creating the Channel List............................................................................136 Printing the Channels List ...........................................................................138 Monitoring Audio Channels............................................................................139 Starting Audio Channel Monitoring..............................................................139 Stopping Channel Monitoring and Recording ..............................................141 Setting Up Audio Input Channels...................................................................142 Audio Input Channel Parameters ................................................................143
Chapter 7: Monitoring Channels
135
Working with the Channel List

The NICE Monitor window, Channels View, displays a list of the available channels in real time, which the user can monitor, record and play back.
Figure 7-1 The NICE Monitor window - Channels View
Data columns in the Channel list show information on these channels, such as channel number, the Logger to which the channel belongs, Long-term and Short-term statistics, etc.
Refreshing the Channel List

The Channel list generally maintains a real-time display of the available channels. An exception to this situation can occur when a DOS Logger fails, or when a Logger is down when the Monitor application is started. When these Loggers are started, the Channel list will not be updated automatically, but must be refreshed in order to reflect the changes.
To refresh the channel list:
In the View menu of the NICE Monitor window (in Channels View), choose Refresh.
Creating the Channel List

The first time that you use NICE Monitor, you need to create a list of the channels you want to monitor based on the privileges assigned to you by the System Administrator.
136
Only channels that are defined for that user in the NICE Administrator application may be added to this list.
NOTE For more information on defining channels and channel privileges, see the NICE Administrators Manual.
To add or remove channels from the list:
1.
In the View menu of the NICE Monitor window (in Channels View), choose Channels. The Show Channels window appears.
Figure 7-2 Show Channels Window
2.
To add a channel to the Channel list, in the Available Channels list, select the channel you want to display, and click Add. The channels you selected are added to the Show these channels list.
3.
To remove a channel from the NICE Monitor window, in the Show these channels list, select the channels you want remove, and click Remove. The channels you selected are moved to the Available Channels list.
4.
When you are finished specifying the information you want, click OK. The NICE Monitor window is updated to reflect the changes you made.
NOTE To add or delete groups of channels from the list of available channels, see the NICE Administrators Manual.
Chapter 7: Monitoring Channels 137
Printing the Channels List

The Channels list that appears in the main window can be printed. The print-out includes the list of channels and the status information for each.
To print the channels list in the Monitor window:
1.
In the System menu, choose Print. The Print window appears.
2.
Specify the printer options and click OK.
To view a preview of the channels list printout:
1.
In the System menu, choose Print Preview. The Print Preview window appears.
2.
Click Print to print the report.
138
Monitoring Audio Channels

Before you begin monitoring an audio channel, ensure that the audio output type is the one you want to use. The current output type selected appears in the status bar. To change the selected audio output device, see Selecting the Audio Output Device on page 68.
NOTE
On each workstation, only one channel may be monitored at a time. If the selected output is Local, the channel must be recording before you begin monitoring. A message appears letting you know that recording must be started.
Starting Audio Channel Monitoring

To start monitoring an audio channel:
1.
In the Channel List, select the channel you want to monitor and click the Monitor icon in the tool bar.
-or-
In the Channel menu, choose Start Monitoring. appears in the Monitor Status column The Monitoring icon selected. The output is heard on your default output type as follows: for the channel you
Speaker Local
The call is heard on the Loggers speakers you selected. The call is heard on your workstations speakers. The Status bar indicates that monitoring is taking place and the following occurs:
Before the monitoring begins, there may be a time lapse of a few seconds, when the message Buffering appears in the Status Bar. During monitoring, this same message may reappear if the connection is not optimal. During monitoring, the Play option becomes disabled.
139
Telephone
Extension
a. The Information window appears.

Figure 7-3 Information Window
b. Dial the extension number and click OK. c. The call for the channel you selected is heard through the phone
set.
NOTE For more information about the default output type see Selecting the Audio Output Device on page 68.
2.
You can modify the volume level while monitoring from the NICE Monitor window. For more information, see Modifying the Volume on page 133.
If you do not hear or see the voice or screen data, they might be recording on a Logger for which you do not have proper access. See your System Administrator.
NOTE
140
Stopping Channel Monitoring and Recording
Stopping Channel Monitoring and Recording

To stop monitoring or recording a channel:
1. 2.
In the Channel list, select a channel to stop monitoring or recording. Click the Stop icon in the tool bar.
-or-
In the Channel menu, choose Stop. Audio monitoring stops and in the Monitor Status column disappears.
IMPORTANT
, the Monitoring icon
If you have privileges to stop recording and click the Stop button when both monitoring and recording is occurring, the Stop confirmation window appears.
Select the option you want and click OK.
141
Setting Up Audio Input Channels

Audio input sources (for example, telephone extensions) provide audio to input channels in the NiceLog Logger. Each input channel handles a single audio source. Input sources are physically connected to input channels on an audio input board in the Logger so that each recording in the Logger contains only audio recorded from a single source. In NICE Monitor, you can configure the optimal recording parameters for each input channel.
NOTE Before you set up input channels, you should know which audio source is physically connected to which input channel in the Logger. This information is defined in the NiceCLS Server. In addition, you must have privileges to set up input channels. For more information about agent privileges, see the NICE Administrators Manual.
To set up the parameters for audio input channels in the connected Logger:
1.
In the NICE Monitor window, in the Channels Group, expand the Channels folder. The Channels list window displays the configured channels.
2.
Click the Setup button on the Toolbar

-or-
In the Channels menu, choose Setup. The Setup Audio Input Channel window appears.
Figure 7-4 Setup Audio Input Channel Window - Audio Activity tab
142
The connected Loggers name appears in the title bar of the Setup Audio Input Channel window, and the settings in the window affect only the selected input channel.
NOTE You cannot adjust the Detector Type parameter while the channel is being recorded. To adjust this parameter, stop recording and then open the Setup Audio Input Channel window. For more information, see Recording Audio Channels on page 162.
3.
Change one or more of the input channel parameters, and click OK. The input channel parameters are described in the following section.
Audio Input Channel Parameters

The fields and parameters described in the following sections are used to customize how audio is recorded on audio input channels on the connected Logger(s) so that they meet the unique recording needs of your site. The procedures included in the following sections can be performed individually for each audio input channel, or via a single operation for all audio input channels in a Logger.
Channel Information
The following information appears in the Setup Audio Input Channel window. See Figure 7-4 on page 142.
Name
The name assigned to the Input Channel by the System Administrator. If a name has not been assigned to a channel, the logger and channel number appear in this field.
Channel Type
Indicates whether the selected audio input channel is configured for an analog or digital input source.
Description
Describes the physical attributes of the audio input channel (board and channel number for analog channels; trunk name and time slot number for digital channels). This information is relevant only when you are setting up a single audio input channel.
Audio Activity Information

The parameters described in the following sections appear when the Audio Activity tab is active in the Setup Audio Input Channel window. See Figure 7-4 on page 142.
143
Activity Detector
In the Audio Activity tab, the Activity Detector for each configured input channel on a Logger can be set according to defined parameters by which, audio on a specific channel should be considered active audio, and can be recorded. When activity detection is enabled for an audio input channel, the channel starts recording only when audio that is considered active by the Activity Detector is recognized. By recording only active audio, and not the periods of silence between active segments, you save space on the Loggers hard drive and archiving media. Activity detection also enables efficient playback of audio, so that silent segments can be skipped (compressed) during playback. Only an authorized NiceLog System user can verify whether or not there is activity on a listed audio input channel (i.e., if the channel is currently receiving active audio). Setting up activity detection for the selected audio input channel(s) consists of performing the following steps:
Selecting the detector type for the channel. Setting the activity detection threshold for the channel.
To select an activity detection type for the selected audio input channel(s):
In the Audio Activity tab of the Setup Audio Input Channel window, in the Activity Detector area, select one of the options in the Detector Type drop-down list for the selected audio input channel(s).
NOTE An audio input channels Detector Type cannot be changed while the audio input channel is recording.
Depending on how the Logger is configured, one or more of the following types of activity detectors appear in the Detector Type drop-down list:
LEVEL
Based on average volume of the audio signal on the input channel. This type of detector is supported in all system configurations and is recommended for telephone inputs. The ENERGY DETECTOR, however, cannot differentiate between line noise and voice signals with the same level. Recognizes the characteristics of human voice, and rejects all other input audio so that only human voice is considered active. Disables Activity Detection for the selected audio input channel(s).
VOX
(Optional)
NONE
An activity detection threshold must be specified for the VOX detector type. This threshold determines which audio is considered active on the audio input channel based on the input volume of the audio relative to the threshold.
IMPORTANT Setting this threshold must be done with great care, since it is critical to system performance and reliability.
144
A threshold level which is too low might cause silent audio segments to be recognized as active. In this case, disk space is wasted, and silence compression during playback will not function. A threshold level which is too high may cause active segments to be considered as silent. Since silent segments are not recorded to the Loggers hard disk when activity detection is enabled, important audio data could be lost.
The following are the recommended activity detector threshold values:
For VOX (either a standard, HF or VHF detector), the recommended threshold is 39. For ENERGY DETECTOR you can use the following table as a guideline. 0 0.07 10 0.2 20 0.5 30 1.5 40 4.1 50 11.5 60 32.5 70 91 80 250 90 720 100 2010
Threshold Vrms (milliVolts)
TIP
It is also recommended that you perform a trial-and-error procedure to determine the optimal threshold for the selected input channel(s). This procedure is described below.
To set an Activity Detector threshold level:
In the Activity Detector area of the Setup Audio Input Channel window, drag the Threshold slider right (higher) or left (lower). The new threshold takes effect when you click OK at the bottom of the window.
To determine the optimal activity detection threshold for the selected audio input channel:
1.
In the Setup Audio Input Channel window set the Activity Detector threshold level to 39 (this is the default). How to set a threshold is described above.
2.
Click OK at the bottom of the window. The Setup Audio Input Channel window closes and all of your changes to the setup of the selected audio input channel(s) are saved.
3.
Verify that there is audio being sent to the audio input channel, and then monitor the input channel so that you can hear when audio is received by the channel. If you are setting the threshold for multiple audio input channels with similar input sources, monitor one of the audio input channels, and then continue the remainder of this procedure using only that audio input channel.
4.
Listen for audio on the selected audio output device.

Chapter 7: Monitoring Channels 145
If you do not hear any audio on the audio output device while audio is being received by the audio input channel, set the activity detection threshold slightly lower (e.g., -5). If audio is not being received by the audio input channel (i.e., you hear only line noise), set the activity detection threshold slightly higher (e.g., + 5) to see if the current setting is permitting too much audio to qualify as active.
5. 6. 7.
Continue monitoring the audio input channel until you are satisfied with the threshold level. Set the activity detection threshold to the same value for the other channels with similar input sources. For long-term verification of the accuracy of an audio input channels activity detection, check the channels activity statistics from time to time.
Activity Statistics
The NiceLog System enables you to configure an audio input channel so that only a certain amount of its activity (i.e., audio that is considered active by the Activity Detector), is recorded on the channel. If the activity detected on any audio input channel in a configured Logger is outside the specified maximum or minimum activity limits, and the Alarm is enabled, an alarm can be activated. In the Setup Audio Input Channel window, in the Activity Statistics area of the Audio Activity tab, you can specify the Maximum and Minimum activity limits for each audio input channel on a Logger, and whether or not the Activity Statistics alarm should be enabled for the channel.
To set up the Activity Statistics parameters, and the Activity Statistics alarm for an audio input channel:
1.
In the Setup Audio Input Channel window, in the Activity Statistics area of the Audio Activity tab for the selected audio input channel(s) mark the Alarm enable checkbox to enable the Activity Statistics alarm. Set the Maximum and Minimum activity limits for the selected audio input channel(s) by specifying values for the following parameters:
2.
Max. activity rate (%)

The maximum activity rate (1% to 99%) allowed for the channel. The activity rate measures detected activity, according to the specified activity detection parameters, versus time. The activity rate is the percentage of time that the channel is active. Normally this rate is 99%. This ensures that the Activity Statistics alarm for the channel will be activated only if active audio is detected 100% of the time during the Maximum activity rate period. Adjust this value if you want to be alerted when activity on the channel exceeds a different rate.
IMPORTANT Maximum activity rate statistics are displayed under the Short Term data column in the NICE Monitor window.
146
Max. rate period (hrs)

The reference period (1 to 72 hours) for the maximum rate check. If, during the specified period, the activity rate on the selected audio input channel is above the maximum rate, the Activity Statistics alarm is activated (if enabled). Normally, a short period is appropriate (e.g., one hour).
Min. activity rate (%)

The minimum activity rate (1% to 99%) allowed for the channel. The activity rate measures detected activity, according to the specified activity detection parameters, versus time. The activity rate is the percentage of time that the channel is active. Normally, this rate is 0.1%. This ensures that the Activity Statistics alarm for the channel will not be activated unless no activity at all is detected during the Minimum activity rate period. Adjust this value, if you want to be alerted when activity on the channel is lower that a different rate.
IMPORTANT Minimum activity rate statistics are displayed under the Long Term data column in the NICE Monitor window.
Min. rate period (hrs)

The reference period (1 to 72 hours) for the Minimum Activity rate check. If, during that period, the activity rate is below the minimum rate, the Activity Statistics alarm is activated (if enabled). Normally, a longer period is appropriate (e.g. 72 hours).
EXAMPLE: For an audio input channel whose Activity Statistics alarm is enabled, if you specify the Maximum activity rate as 85% and the Maximum rate period as 2 hours, and the Activity Detector detects that the channel is active 90% of the time during a two-hour period, the Activity Statistics alarm will be activated.
Audio Parameters Information

The parameters described in the following sections appear when you click the Audio Params tab in the Setup Audio Input Channel window shown in Figure 7-5 on page 148.
147
Figure 7-5
Setup Audio Input Channel window - Audio Params Tab
Segments Creation NOTE Recorded audio is listed and played as audio segments, according to the following parameters, only in the NICE Query application.
Specifies the method(s) for defining the start and stop times for recording audio segments for the input channel(s) selected. See Figure 7-5. The two options available are:
On/Off Hook
Audio segments are separated by the beginning and ending of conversations that are detected using on/off hook signal information. This option is not available at all sites. Audio segments are defined by the level of activity on the telephone line. For more information, see Activity Detector on page 144.
Activity
148
Compression
Set the compression rate at which audio on the audio input channel(s) is recorded. See Figure 7-5. The following compression rates are available in the drop-down list:
Compression Rates G729A ADPCM 16 ADPCM 32 PCM PCM MU LAW PCM A-LAW 8:1 Compression 4:1 Compression 2:1 Compression No Compression No Compression No Compression 8.0 Kbits/sec 16 Kbits/sec 32 Kbits/sec 64 Kbits/sec 64 Kbits/sec 64 Kbits/sec
A higher compression rate (i.e. 4:1 is higher than 2:1) records less digital audio data per second to the NiceLog Loggers hard disk. This translates into lower disk and archive media usage, but reduces audio quality. However, since audio quality degradation is insignificant for most audio sources, and more disk space can mean better efficiency, ADPCM compression (either 16 or 32) should be selected whenever possible.
Warning Tones NOTE This option is not available at all sites. Contact NICE for details.
Mark the Enable warning tones checkbox if beep tones must be sounded on the audio input channel during a telephone conversation to warn the other party that the conversation is being recorded. See Figure 7-5 on page 148.
Input Level Control NOTE This option is not available at all sites. Contact NICE for details.
You can manually specify an audio channels input level (gain) on a scale from 0 to 25.5 dB or have it maintained automatically by the Logger using Automatic Gain Control (AGC). See Figure 7-5 on page 148. Input AGC averages the volume level of the signal on the audio input channel so that high and low volume audio from the source are automatically recorded at the same volume level. For the best audio quality, input AGC should be specified whenever possible. If you decide to manually specify a channels input level, take care to test recorded audio by playing a recording after setting the input level. An input level that is set too low causes the input audio to be recorded at a low volume, emphasizing the background noise. An input level that is set
149
too high causes the audio input circuitry to operate above its nominal limits (saturation), and the recorded signal is distorted. Input level setting (either automatic or manual) has no effect on the activity detection process.
To enable input AGC for the selected audio input channel(s)
In the Setup Audio Input Channel window, in the Audio Params tab, in the Input level control area, mark the Automatic Gain Control (AGC) checkbox.
To manually specify the input level for the selected audio input channel(s):
In the Setup Audio Input Channel window, in the Audio Params tab, in the Input level control area, unmark the Automatic Gain Control (AGC) checkbox. Using the mouse, move the slider right (higher) or left (lower).
150
8
Agent Recording and Playback
This section explains how agent calls are recorded and played back from the NICE Monitor application and how you can use additional Business Data to facilitate the search of additional information for a recorded call.
IMPORTANT You must have a NiceCLS Server to have agent access. This chapter is not relevant in a Loggers-only environment.
Contents
Recording Calls ...............................................................................................152 Recording a Call in Progress ......................................................................152 Recording the Next Call ..............................................................................153 Recording All Calls......................................................................................153 Stopping a Recording..................................................................................153 Business Data Options ...................................................................................155 Selecting the Fields to be Used ..................................................................155 Editing Call Details ......................................................................................156 Playing Back Calls...........................................................................................158 Modifying Playback Volume ........................................................................159 Releasing an Output Channel .....................................................................159
Chapter 8: Agent Recording and Playback
151
Recording Calls
Recording Calls
In NICE Monitor, you can use Recording On Demand to record a call in progress, record the next call, or record all calls.
NOTE
To record or play back screens as well as audio:
Only the types of media output device you select will be recorded when you activate Record
Current Call, Record Next Call , or Record All Calls in the Monitor window.
When recording a call, a recording icon

IMPORTANT
appears in the Recording Media column.
Closing the NICE Monitor application stops all recordings.
Recording a Call in Progress

To record a call in progress:
1.
In the NICE Monitor window, select the agent that you want to record.
NOTE In a situation where one agent has more than one call at the same time, each call is represented on a different row in the Agent List window.
2.
Click the Record icon in the toolbar. From the submenu, choose Record Current Call.
-or-
In the Agent menu, choose Record Current Call.

-or-
Right-click the agent whose calls you want to record. In the submenu, choose Record
Current Call.
The call in progress for the agent you selected is recorded, and a Recording icon in the Record column
NOTE
appears
When the Recording icon is grayed, a recording was already recorded, and you can play it back. If the icon is not grayed, the call in progress is still being recorded.
152
Recording Calls
Recording the Next Call

To record the next call:
1. 2.
In the NICE Monitor window, select the agent that you want to record. Click the Record icon in the toolbar, and select Record Next.
-or-
In the Agent menu, select Record, Record Next.

-or-
Right-click the agent whose calls you want to record. In the submenu, choose Record Next
Call.
The next call in progress for the agent you selected will be recorded, and a Recording icon appears in the Record column .
Recording All Calls

This operation enables you to record all the future calls of the agent you select.
To record all calls:
1. 2.
In the NICE Monitor window, select the agent whose calls you want to record. Click the Record icon in the toolbar and select All Calls from the sub-menu.
-or-
In the Agent menu, select Record, All Calls.

-or-
Right-click the agent you want to record. In the submenu, choose Record All Calls. All the calls of that agent will be recorded, and a Recording icon column . appears in the Record
Stopping a Recording
NOTE You can only stop a Record Current Call, Record Next Call, or Record All Calls operation that you yourself requested.
153
Recording Calls
To stop recording:
1. 2.
In the NICE Monitor window, select the agent for which you want to stop the recording. Click the Stop button in the toolbar.
-or-
In the Agent menu, choose Stop Record. If you are both monitoring and recording at the same time, a confirmation window appears.
Figure 8-1 Stop Recording/Monitoring Confirmation Window
Select the option you want and click OK. Recording stops.
154
Business Data Options

NOTE This is an optional feature, and is not available in all configurations.
By adding business data to an agents calls details, it can be easier to locate specific calls using the query tools in the NICE Query application. Business data can be a credit card number, transaction information, or any field defined specifically for this purpose. Business Data can be added to calls in progress from the NICE Monitor application, or to previously recorded calls. You can choose additional Business Data fields from a predefined list. These fields appear as columns in the NICE Monitor window. This makes it convenient to access the call details and review or edit them.
NOTE Only users with privileges to change call details have access to Business Data.
Selecting the Fields to be Used

The Setup Business Data window enables you to select from a list of previously defined fields, the information that should appear in the Business Data window.
NOTE Fields are defined in the Database setup of the NiceCLS Server. The number of fields available depends on the architecture of the system.
To set up Business Data updates:
1.
In the System menu, choose Options, and then choose Setup Business Data. The Setup Business Data window appears.
Figure 8-2 The Setup Business Data Window
155
2.
Mark the checkbox for the fields that you want to appear in the Business Data window.
NOTE Up to 5 fields can be selected at one time, although there might be more than 5 fields listed on the Setup Business Data window.
3.
You can move the fields up/down the list according to the order you want them to appear on the Business Data window by selecting the name of the field and then clicking the Move Up or Move Down buttons. Mark the Pop-up Business Data window on detection of recorded call checkbox at the bottom of the Setup Business Data window if you want the Business Data window to automatically pop up when a relevant call (i.e., for the user that is logged in) is detected and is being recorded. Once the Business Data window automatically pops up, you can fill in the information you want for that call. If another call for you is detected, a new Business Data window will not pop-up until you close the previous window.
NOTE When the Pop-up on automatic detection option is enabled, make sure you close the Business Data window as soon as you finish filling in the information.
4.
5.
Click OK.
Editing Call Details

To edit call details:
1.
Choose the Edit option in the Agent menu.

-or-
Right-click the row for the call whose details you want to update, and from the submenu, choose Edit.
-or-
Click the Edit button in the Toolbar. The Business Data window appears for the selected call.
156
Figure 8-3
Business Data Window
2. 3.
Fill in the information for the fields that appear. Some fields require numerical data, while others require text. Click OK.
157
Playing Back Calls
Playing Back Calls

In NICE Monitor, you can play back the last call recorded on demand by a selective recording program or quality management recording schedule, and any call in Total Recording installations.
NOTE For more information about quality management recording schedules see the NiceUniverse Users Manual.
In systems where not all calls are being recorded, calls available for playback are indicated in the Monitor window by Recording icons
NOTE
in the Record column
To record or play back screens as well as audio:
To play back a call:
1.
In the NICE Monitor window, select the agent whose call you want to play back.
NOTE If you select multiple agents, playback will start for the topmost agent on the list.
2.
Click the Play button in the toolbar.

-or-
In the Agent menu, choose Play. The NiceLog Playback window appears.
Figure 8-4 NiceLog Playback Window
158
Playing Back Calls
The Audio will be heard through the output medium you selected. To change the default output media type, see Selecting the Audio Output Device on page 68.
NOTE If your default output device is the telephone extension, the Dial window appears indicating the extension to dial. Dial the extension that appears in the Dial window, and click OK.
For a detailed description of the NiceLog Playback window, see The Playback Window on page 71.
Modifying Playback Volume

To set the volume for playback:
You can modify the volume in the Playback window.

-or-
During playback, right-click the volume icon in the status bar of the NICE Monitor window. The Volume window appears.
Modify the volume by moving the slider up or down to the desired level. Checking the Automatic Gain Control (AGC) checkbox in the Volume window increases the quality of playback audio by averaging the volume of recorded audio that is being played back.

When you play back a call, NICE Monitor routes the audio to the selected output device, and prevents your default output device from playing back new audio until the Playback window is closed, and until 100 seconds have elapsed since playback was activated.
NOTE This applies to all output devices except for speakers.
To avoid waiting, NICE Monitor enables the you to release an output channel and immediately make it available for playback.
159
Playing Back Calls
To release an output channel:
1. 2.
Click the call that is using the channel you want to release. In the System menu, choose Options, then Release output channel. You can now play back audio on your default output device.
160
9
Channel Recording and Playback
This section explains how audio from a channel is recorded and played back from within NICE Monitor.
Contents
Recording Audio Channels.............................................................................162 Recording a Channel ..................................................................................162 Stopping a Recording..................................................................................162 Enabling and Disabling Recording ..............................................................163 Playback of Audio ...........................................................................................164 Finding Audio ..............................................................................................164 Playing Back a Call .....................................................................................165
Chapter 9: Channel Recording and Playback
161
Recording Audio Channels
WARNING
In NiceLog systems with NiceCLS, recording audio in channels from the NICE Monitor window should be done with great caution and by authorized personnel only. NiceCLS controls recordings in a manner that might be disrupted by manually controlling channel recording.
Recording a Channel
To record a channel:
1. 2.
In the Monitor window, select the channel that you want to record. Click the Record button in the tool bar.
-or-
Right-click the channel you want to record and from the submenu, choose Record.
-or-
In the Channel menu, choose Record. The channel you selected is recorded, and a Recording icon column . appears in the Record
Stopping a Recording
To stop recording:
1. 2.
In the Monitor window, select the channel for which you want to stop the recording. Click the Stop button in the tool bar.
-or-
Right-click the channel you want to stop recording and from the submenu, choose Stop.
-or-
In the Channel menu, choose Stop Record.
162
IMPORTANT
If you click the Stop button when both monitoring and recording is occurring, the Stop confirmation window appears.
Mark one of the options and click OK.
Recording stops for the channel that you selected, unless another user requested to record this channel.
Enabling and Disabling Recording

NICE Monitor allows you to enable or disable the option of recording for a specific channel or group of channels in the NICE Monitor window. Enabling recording on a channel automatically starts the recording process on that channel.
NOTE This option is only available if the user has privileges to enable and disable recording. For more information, see NICE Administrators Manual.
To enable recording:
1. 2.
Click the channel that you want to enable. In the Channel menu, choose Enable Recording.
NOTE This option is gray when Enable Recording is enabled.
To disable recording:
1. 2.
Click the row for the channel that you want to disable. In the Channel menu, choose Disable Recording.
NOTE The Disable Recording option will appear gray if recording is already disabled and only Enable Recording will be active.
163
Playback of Audio
Playback of Audio
In NICE Monitor you can play back audio according to the criteria you supply. To play back the last recorded session in a channel, see Playing Back a Call on page 165. If you want to find a specific session, see Finding Audio on page 164. Calls available for playback are indicated in the Monitor window by Recording icons in the
Record column
. If the Recording icon in the Record column appears grayed, recording has finished and the audio is ready for playback.
Finding Audio
To find audio:
1. 2.
Click the channel for which you want to find audio. Click the Play button in the tool bar. In the submenu, choose Find Audio.
-or-
Right-click the channel and from the submenu, choose Play, then Find Audio.
-or-
In the Channel menu, choose Play. In the submenu, choose Find Audio. The Find Audio window appears.
NOTE
If you selected multiple channels, the Find Audio window first refers to the topmost channel on your selection.
3. 4. 5.
In the From fields, select the date and time from which you want to begin your search. In the To fields, select the date and time for which you want to limit your search. Click OK.
164
Playback of Audio
Playing Back a Call

When you play back a call, voice and screens are played back.
To play back a call:
1. 2.
In the NICE Monitor window, select the row for the channel you want to play back. Click the Play button in the tool bar. In the submenu, choose Play.
-or-
Right-click the channel you want to play back and from the submenu, choose Play, then Play again.
-or-
In the Channel menu, choose Play, then Play again.

NOTE If you select multiple channels, playback starts with the topmost channel on the list.
The NiceLog Playback window appears.

Figure 9-2 NiceLog Playback Window
NOTE
For a detailed description of the NiceLog Playback window, see The Playback Window on page 71.
The Audio can be heard through the medium you selected, i.e. local telephone extension or speaker. To change the default output media type, see Selecting the Audio Output Device on page 68.
NOTE If your default output device is the telephone extension, the Dial window appears. Dial the extension that appears in the window, and click OK. If you closed the Dial window by mistake, you can release the channel and make it available for playback immediately by choosing Release output channel in the System menu. For more information, see Releasing an Output Channel on page 159.
165
Playback of Audio
Modifying Playback Volume
To modify volume for playback:
During monitoring or playback, right-click the volume icon in the Status Bar of the NICE Monitor window. The Volume window appears.
Modify the volume by moving the slider up or down to the desired level. Marking the Automatic Gain Control (AGC) checkbox in the Volume window increases the quality of playback audio by averaging the volume of recorded audio that is being played back.
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10
Customizing NICE Monitor
This chapter explains how you can customize the NICE Monitor application.
Contents
Displaying/Hiding Columns ............................................................................168 Using the Monitor Window in Compact View................................................170 Changing the Default NiceCLS Server...........................................................172 Changing the Requested Media .....................................................................173 Clearing Short Term and Long Term Statistics.............................................174 Viewing Logger Time.......................................................................................175 Viewing the System Resources......................................................................176 Enabling Confirmation of Operations............................................................177
Chapter 10: Customizing NICE Monitor
167
Displaying/Hiding Columns
NOTE This option is only available in the Agents view. In a Loggers-only environment the Agents view does not exist. You must have a NiceCLS Server to use the Agents view.
For the Agents view, you can select the columns you want to display in the NICE Monitor window, and the order in which they appear.
To display or hide the columns in the NICE Monitor window:
1.
In the Agents view, in the View menu, choose Show/Hide Fields. The Show Fields window appears.
Figure 10-1 Show Fields Window
2.
To add a column to the Monitor window, in the Available fields list, select the column you want to display, and click Add. The columns you selected are added to the Show these fields in this order list. To remove a column from the NICE Monitor window, in the Show these fields in this order list, select the columns you want to remove, and click Remove. The columns you selected are moved to the Available Fields list.
3.
To change the columns order of appearance, in the Show these fields in this order list, select the column you want to move, and click Move Up or Move Down.
168
Columns appear in the NICE Monitor window, from left to right, in the order in which they appear in the Show these fields in this order list. 4. In the Keep the # left-most columns from scrolling option, specify the number of columns, beginning with the first field on the left, that will always appear in the NICE Monitor window, even when you scroll the window horizontally. When you are finished specifying the information you want, click OK. The NICE Monitor window is updated to reflect the changes you made.
5.
169
Using the Monitor Window in Compact View

NOTE The NICE Monitor Window in Compact View is an optional feature, and is not included in all NiceLog Systems. Contact your NICE representative for details.
The NICE Monitor windows Compact View enables users to see activity information, call details and recording details of their own calls or input channel in a single, compact window, in both Agents and Channels views.
IMPORTANT In Agents View, the Compact View window enables you to see your own calls only. The NICE Monitor window - Compact View is available in Channels View if your Security privileges permit you to access just one channel. Otherwise, it is not enabled. For more information on security privileges, see the NICE Administrators Manual.
To view the Monitor window in Compact View:
In the View menu, choose Compact View. The Compact View window appears.
Figure 10-2 Compact View Window - Channels View
170
Figure 10-3
Compact View Window - Agents View
The same menus that appear in the NICE Monitor window are available in the Compact View, and options like Recording, Playback, Setting Up Input Channels (Channels View only) and Editing Call Details (Agents View only) are accessible on the Toolbar as well.
NOTE Monitoring is not enabled in the NICE Monitor Window-Compact View.
In addition, agent login/monitoring activity (in Agents View) and Channel activity (Channels View), is also displayed on the status bar of the window, as is volume level.
In the Compact View window-Agents View, you can also toggle between your own simultaneous calls by using the arrows at the left-hand corner of the status bar.
171
Changing the Default NiceCLS Server
Changing the Default NiceCLS Server

In NiceLog Systems where there is more than one NiceCLS Server, the user can change the default NiceCLS Server from within the NICE Monitor window.
NOTE In a Loggers-only environment, there are no NiceCLS Servers.
To change the default NiceCLS Server:
1.
In the System menu, choose Communication, Select CLS. The Select CLS Server window appears.
Figure 10-4 Select CLS Server Window
2.
Select the NiceCLS server you want to connect to, and click OK.
172
Changing the Requested Media
Changing the Requested Media

There are two types of media which can be recorded and monitored:
Voice Screen
You can choose to record or monitor one or both.
To change the type of media recorded or monitored:
1.
In the System menu, choose Options, Requested Media

-or-
Right-click on the Media icon in the Status bar (see Figure 5-5 on page 123). 2. Select one of the three choices:
Voice and Screen Voice only Screen only

The icon on the NICE Monitor window Status bar will reflect the change as follows: Voice and Screen Voice only Screen only
173
Clearing Short Term and Long Term Statistics
Clearing Short Term and Long Term Statistics

In the NICE Monitor window, the Short Term and Long Term Statistics columns display information about the percentage of time that an Input channel was active during a specific period. You can delete the Long Term/Short Term Statistics displayed about a specific channel from the NICE Monitor window. This is useful when you want to observe the percentage of activity in a channel beginning at a specific time.
NOTE For more information about Long Term/Short Term Statistics in audio channels, see the NICE Supervision Users Manual.
To clear the Long Term/Short Term statistics columns:
1. 2.
Click the row for the relevant channel. In the Channel menu, choose Clear Statistics. The Short Term/Long Term statistics for that channel are cleared.
174
Viewing Logger Time
Viewing Logger Time

NICE Monitor enables the user to view the time marked by the Loggers clocks in real time.
To view the Loggers time:
1.
In the View menu in the NICE Monitor window (in Channels View), choose Loggers Time. The Loggers Time window appears.
Figure 10-5 Loggers Time Window
2.
Click Refresh to view the latest information, or OK to close the window.
175
Viewing the System Resources
Viewing the System Resources

NiceCLS uses an intelligent Resource Management feature to allocate recording and monitoring resources of the system to the various Recording Solutions run by the system. NICE Monitor displays the current allocation of these system resources, thus enabling the System Administrator to use other NICE applications to modify resource allocation and quotas.
NOTE For more information about system resources and allotment, see the NICE Administrators Manual.
To view the System Resources:
Choose Resources in the View menu of the NICE Monitor window (in Agents View). The System Resources window appears.
Figure 10-6 System Resources Window
176
Enabling Confirmation of Operations
Enabling Confirmation of Operations

NICE Monitor enables you to configure the confirmation of every operation you perform by means of a confirmation window.
To enable the confirmation window:
In Channels View, choose Options from the System menu of the NICE Monitor window. Choose Confirm operations from the submenu. A confirmation window will appear to perform any operation in NICE Monitor until this option is once again disabled.
To disable the confirmation window:
In the System menu, choose Options. Unmark Confirm operations from the submenu.
177
Blank page for double-sided printing.
A
NICE Monitor Error Messages
Following is a list of the possible error messages that appear in the Error column of the Channel/ Agent List:
Error Code OK MFAS LOS NOS SESSION UBAL SWF FER AIS RAI FLOS PRA LTA STA Description Status OK Loss Of Multi-Frame Alignment Signal Loss of Synchronization No Signal Channel is recording a session right now Signal Unbalanced No signaling capabilities Frame error Alarm Indication Signal Remote Alarm Indication Frame Loss Problem on the other side of the line Long Term Alarm Short Term Alarm
Appendix A:
179
Glossary
6DAT DAT cassette autoloader that houses six DAT cassettes in a magazine: five cassettes for Automatic Archiving, and one cleaning cassette. A Logger can have an optional 6DAT deck plus a single DAT deck installed.
Activity Detector Mechanism in the Logger that determines, based on user-defined parameters, when audio that should be recorded (activity) is being received on an input channel.
Activity Rate Measures detected activity, according to the specified activity detection parameters, versus time. An activity rate of 50% means that the channel was active half of the time.
Activity Refers to audio that causes an input channel to start recording. Activity is differentiated from silence by the Activity Detector.
ADPCM Adaptive Delta Pulse Code Modulation. A CCITT standard digital data compression protocol. ADPCM 16 compresses data to 16 Kbps, and ADPCM 32 compresses data to 32 Kbps.
AGC Automatic Gain Control. Input AGC increases the quality of recorded audio by averaging the volume of source audio as it is recorded. Output AGC increases the quality of playback audio by averaging the volume of recorded audio that is playing back.
Agent Agents are personnel in a call center that make or answer telephone calls.
Glossary
181
Agents View NICE Monitor window view for the agent list and all the functions corresponding to it.
AIT Advanced Intelligent Technology. Magnetic 8 mm. tape cassette on which recorded audio can be stored for long-term archiving. AIT cassettes store up to 25 GB of data.
Alarm event Any event that might occur in a supervised unit that causes the NICE Supervision Station to activate an alarm.
Alarm Alarms alert NiceLog users and supervisors of important Logger events. Alarms can be activated on the Logger, in the NiceLog workstation, and in the NICE Supervision Station.
ANI Automatic Number Identification (Incoming calls). See CLI.
API Application Programming Interface.
Archiving Process of copying recorded audio files to DAT cassette for long-term storage.
Audio Segment Specific term for a length of audio that is created when audio is recorded from a start time to a stop time that are defined by parameters that are customized for your NiceLog System.
CDR Call Details Reports.
Channel A transmission path between two points. It is usually the smallest subdivision of a transmission system by means of which a single type of communications service is provided. It is also referred to as a line.
Glossary 182
Channels Mode NICE Monitor window view for the channel list and all the functions corresponding to it.
CLI Calling Line Identity. See ANI.
Client A computer which accesses files or other services from a second computer called a server. Some processing may take place on the client machine but generally the server handles most of the information processing.
CLS Call Logging System.
Coldstart Logger To restart the NiceLog Logger and delete its stored audio.
Connected Logger The NiceLog Logger that is currently being controlled and monitored by a NiceLog user in the NiceLog Workstation application.
CTI Computer Telephony Integration. CTI is a term used for connecting a computer (single workstation or file server) on a local area network (LAN) to a telephone switch (usually a PBX or ACD) for the purpose of adding enhanced routing. Typically it means the exchange of information between the telephony system and the host computer for smart handling of call routing.
DAT cassette Digital Audio Tape cassette. Magnetic 4 mm. tape cassette on which recorded audio can be stored for long-term archiving. DDS-2 DAT cassettes can store up to 4 GB, while DDS-3 DAT cassettes store up to 12 GB.
Glossary
183
DAT deck Drive mechanism in the Logger used for archiving and retrieval of recorded audio to DAT cassettes. A Logger can be equipped with either one or two DAT decks.
DAT Mirroring Optional feature which performs archiving of the same recorded audio to two DAT cassettes concurrently.
DCF77 The DCF77 board is an optional CCA installed in the NICE Supervision Station to receive code from an external DCF77 system in Western Europe.
DDI Direct Dialing in Number
DID Direct Inward Dialing
DNIS Dialed Number Identification Service. Destination telephone number dialed by the incoming caller. An example is the last digits of a 1-800 telephone number.
DTMF Recording on Demand An option that enables you to control recording on your personal extension by entering pre-defined codes using your TouchTone telephone.
DTMF (Dual-Tone Multi-Frequency) Describes digits dialed on a TouchTone telephone. DTMF digits dialed by a caller can be recorded with audio on the NiceLog Logger.
Energy Detector Type of Activity Detector based on average volume of the audio signal on the input channel.
Glossary
184
Free Seating Free seating allows the agent to sit at different location with a different extension at each work session.
G729A Advanced Compression Algorithm. Optional audio compression rate, implemented with the UDA CCA.
Hard disk Magnetic storage medium used for short-term storage of recorded audio in the Logger. When recordings are stored on the Loggers hard disk, they are available for immediate playback.
Input Channel Physical input on the Logger used to connect an audio source to the Logger.
Local Sound Card Sound card, or multimedia card (e.g., Soundblaster) installed in the PC where you perform playback. Required to play audio through the PC speaker via the LAN.
Logger NiceLog Voice Logger. The basic unit of the NiceLog Digital Voice Logging System. Controlled by the NiceLog workstation applications, the Logger performs audio recording, playback, retrieval, archiving, and other operations.
Magneto Optical disk (MO) Storage device that uses a laser to store information on a magnetic surface.
Maximum activity rate Percentage of audio activity detected on the input channel during the specified time period (typically 1 hour).
Media Label Printer Optional label printer dedicated to the NICE Supervision Station, which prints ID labels for archiving media that are ejected from the archiving deck(s) in each Logger in the NiceLog Digital Voice Logging System.
Glossary
185
Media Library Optional feature which keeps track of the DAT cassettes or other archiving media, and controls the Media Label Printer.
Minimum activity rate Percentage of audio activity detected on the input channel during the specified time period (typically 72 hours.)
Monitoring Listening to audio as it is being received by an input channel in a Logger.
NICE Administrator application Software application supplied with the NiceLog Digital Voice Logging System. Used only by the NiceLog System Administrator to define NiceLog user IDs and configure Loggers.
NICE Query application Windows-based software application that enables NiceLog users to quickly find, retrieve and play audio segments that are stored on any Logger or archiving media created in the NiceLog System.
NICE Supervision application Software application supplied with the NiceLog Digital Voice Logging System. Used to supervise system-wide Logger events in multi-Logger NiceLog Systems.
NICE Supervision Station PC that runs the NICE Supervision application.
NiceLog Digital Voice Logging System System used for the recording, playback, and archiving of audio from multiple sources. Comprised of one or more Loggers, and control software.
NiceLog System Administrator NiceLog user defined automatically when the NiceLog workstation software is installed. The NiceLog System Administrator has full access to all Loggers, channels, and NiceLog applications. The only user who can login to the NICE Administrator application.
Glossary
186
Output channel Physical output on the Logger to which an audio output device is attached to enable playback of recorded audio and monitoring of audio as it is received by the Logger.
Output device Speaker, telephone handset, headset, speakerphone, or cassette recording device attached to an output channel on the Logger. Audio from playback or monitoring is reproduced through the output device connected to the selected output channel.
PCM A CCITT standard protocol for converting audio signals to digital data at 64 Kbps.
Playback Reproduction of recorded audio on an output device.
Position Logical grouping of multiple input channels which represents the input devices (e.g., headset, handsets) that are physically located at a single seat or position. Input channels can be displayed grouped in positions in the NICE Query application.
Pre-defined Selective Recording An option that enables you to sum multiple devices to one input channel of a Logger.
Random Monitoring NiceLog Workstation application feature that randomly selects calls for Monitoring. Useful for quality assurance.
Recording on Demand An option that enables you to click on an icon in the Recording on Demand window in order to stop and start recording for your own extension.
Glossary
187
Recording
The process of storing audio from an audio source (i.e., a telephone or radio) on the hard disk of a Logger. A unit of recorded audio. The audio that is recorded on a single input channel between the time the recording process is started on the channel and the time it is stopped.
Reproducer PC in which one or two archival decks are installed to enable retrieval of archived audio from archiving media to a NiceLog Logger. A Reproducer PC with two DAT decks can also be used for DAT cassette duplication.
Retrieval The process of copying archived audio from archival media to the hard disk of the connected Logger, for the purpose of playback.
RTS (Remote Tape Server) A server containing DAT drives operating remotely with a Logger over a dedicated Fast Ethernet LAN.
Self-Test BIT (Built-In Test) performed periodically by each Logger to check the status of its various hardware components and software operations.
SNMP TCP/IP protocol used to manage and control IP gateways and the networks to which they are attached.
Supervised unit Any NiceLog Logger, NiceCLS Server, or Media Library Server that appears in the NICE Supervision window.
Supervisor Person in charge of administrating NICE Supervision.
sysadm User ID of the NiceLog System Administrator.
Glossary
188
Threshold The maximum level of noise in the channel before it is considered Active. The default value is 39.
Transcription An option that enables you to open a Word document and to control playback while transcribing a recording.
Trunk Side Trunk side connections connect the system to other switching systems.
Trunk A communications line between two switching systems. A tie trunk connects PABXs. Central Office trunks connect a PABX to the switching system at the central office.
UDA (Universal DSP Array) A card which enables high-audio compression rates. See G729A.
VOX An optional type of Activity Detector that recognizes the characteristics of human speech in input signals and rejects noise.
Glossary
189
Index
A
Active view 34 Activity detector 144 Activity statistics alarm 146 Max. activity rate 146 Min. activity rate 147 AGC playback option 82 Agent list 123 creating 130 Agents playing calls 158 recording 151 view 122 Announcing time 74 AUD files 99 Audio finding in the Monitor window 164 finding in the Query window 63 playback 164 Audio channels activity detector 144 setting up 142 Audio output devices 68 Automatic Gain Control (AGC) enabling 150 input level 149 volume control 159, 166 AVI files 99 sending via email 103 storing 99 changed headings, new text 143 Changing NiceCLS Server 172 Channel list 123, 136 Channels adding or removing 137 monitoring 139 refreshing 136 view 122 Columns customizing the Monitor window 168 customizing the Query window 106 Comment editing 110 Compact View NICE Monitor window 170 components 23 Compression rates 149 Confirmation disabling 177 enabling 177 of operations 177 Connecting to the NiceCLS Server 127 Creating agent list 130 Customizing Playback window 81 the Monitor window 168 the Query window 106
Calls creating shortcuts 105 customizing list 106 finding 89 finding in the Query window 91 locating 89, 92 managing 89 removing from a folder 111 renaming 109 retrieving 89 saving 89, 99
Data source 119 Deleting a query 50 Description editing a call 108 Dial window 133 Dual password playback 85
Editing a query
Index 191
agents 54 channels 56 details 57 expressions 60 general conditions 52 search criteria 52 user-defined columns 59 Emailing calls 103 Enhanced playback options 81 Error messages 179 Excel files 35 Executing a saved query 43
NICE Query window login 21

Toobar 20 Long term statistics clearing 174 Loop recordings 80
M Machine data source
120
Finding audio in the Monitor window 164 in the Query window 63 Finding calls in the Query window 89, 91 Finding recordings 39 Folders 24
G H I
Group List 123
Main view changing 31 defined 24 Managing calls 89 Max. activity rate 146 Min. activity rate 147 Monitor window error messages 179 Legend 126 Monitoring agents 132 changing media type 173 channels 139 stopping 134, 141 Multiple NiceCLS Servers 55, 120, 130, 132
N
Handling calls 89 HTML files 35 Icons Query window Legend 27 Information fields 83 Information playback option 82 Input channel parameters 143 setting up 142 window 142 Inserter 65
Legend 27, 126 Lists in the NICE Query window 28 Locating calls 89 Login NICE Monitor 119 NICE Query application
NICE Inserter 65 NICE Media Player for audio files 88 NICE Monitor window 121 agent list 123, 130 call status column 132 channels list 123, 136 Compact View 170 components 122 group list 123 icon legends 126 menu bar 123 shortcut bar 123 starting 119 status bar 124 tips 125 toolbar 123 views 122 NICE Query window 23 NICE Toolbar application 20 NiceCLS Server changing the default 172 reconnecting 127 Noise Reduction playback option 82
Index
192
On/Off hook detection 148 Operations enabling confirmation 177 Output channel releasing 84, 159 Output type selecting 68
Participants list 24 Password changing 38, 128 dual 85 Pausing/resuming playback 78 Playback calls via the Monitor window 158 customizing the window 81 dual password 85 jumping forward/back 79 modifying volume 159 of audio 164 operating the Playback window 77 pausing/resuming 78 releasing output channel 84, 159 restarting 78 saving calls 76 selecting the audio output device 68 show information fields 83 talking clock 74 voice and screen 70 volume 166 window 158, 165 window overview 71 Playing audio files with NICE Media Player 88 recordings 67, 70 recordings with talking clock 75 synchronized recordings 86 Printing agent list from the Monitor window 131 channels list from the Monitor window 138 Query window lists 36 Properties Lists 24
editing agents 54 editing channels 56 editing details 57 editing expressions 60 editing general conditions 52 editing user-defined columns 59 executing 41 Inserter 65 new 46 renaming 51 search 41 Query application starting 15 Query window changing the main view 31 icon legends 27 starting 15
Reconnecting to the NiceCLS Server 127 Recording agents 151 disabling 163 enabling 163 playing 70 setting up a loop 80 Recording Locations list 24 Recording On Demand 152 Releasing an output channel 84, 159 Remote Storage Device 99 Renaming a call 109 a query 51 Requested Media 173 Restarting Playback 78 Retrieval Logger 92, 93 Retrieval requests status 97 Retrieving calls 89
Query creating 46 creating a shortcut 49 deleting 50
Saving a list 35 Saving calls 89, 99 Saving calls via the Playback window 76 Saving segments 99 Scale from zero playback option 82 Scale playback option 82 Search query 41 Searching lists 91 Secondary views 24, 33 Segments saving 99
Index 193
Sending calls via email 103 Short term statistics clearing 174 Shortcut to a call folder 105 to a query 49 Shortcut bar 123, 125 Show Columns window 106 Show fields window 168 Show playback information fields 83 Skip silence playback option 81 Source field icons 27 Speed playback option 82 Starting the NICE Query application 15, 21 Statistics clearing short and long term 174 long term 124 short term 124 Status bar hiding in the Monitor window 125 NICE Monitor window 124 Stopping agent monitoring 134 channel monitoring 141 Storage Center 92, 93 Storing calls 99 Synchronized recordings playback 86 System resources 176
Tags playback option 82 Talking Clock 74 Talking clock playing a recording with 75 saving calls with 99, 103 Telephone extension playback 132 Text files 35 Time on the Loggers 175 Toolbar 123 hiding in the Monitor window 125 NICE application 20
Viewing Loggers time 175 retrieval requests status 97 Views in the NICE Query window 28 Volume in the Monitor window AGC 159, 166 modifying 133, 159, 166
W Warning tones
149
WAV files 99 Working with the Channel List 136 Working with the NICE Toolbar 20
Index
194

User'S Manual Query/Monitor: Niceuniverse Compact

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Version 8.

Query/Monitor Users Manual V8.9 for NiceLog/NiceCall Focus III/NiceUniverse Compact

Query/Monitor Users Manual V8.9 for NiceLog/NiceCall Focus III/NiceUniverse Compact

PART I - NICE Query

Query/Monitor Users Manual V8.9 for NiceLog/NiceCall Focus III/NiceUniverse Compact

Query/Monitor Users Manual V8.9 for NiceLog/NiceCall Focus III/NiceUniverse Compact

Query/Monitor Users Manual V8.9 for NiceLog/NiceCall Focus III/NiceUniverse Compact

PART II - NICE Monitor

Query/Monitor Users Manual V8.9 for NiceLog/NiceCall Focus III/NiceUniverse Compact

Query/Monitor Users Manual V8.9 for NiceLog/NiceCall Focus III/NiceUniverse Compact

Query/Monitor Users Manual V8.9 for NiceLog/NiceCall Focus III/NiceUniverse Compact

PART I - NICE Query

Query/Monitor Users Manual V8.9 for NiceLog/NiceCall Focus III/NiceUniverse Compact

Chapter 1: Getting Started with NICE Query

Query/Monitor Users Manual V8.9 for NiceLog/NiceCall Focus III/NiceUniverse Compact

Know Your Qery/Monitor System

Know Your Qery/Monitor System

In a Loggers-only environment, you are limited to:

Access segments only. Query channels only.

Chapter 1: Getting Started with NICE Query

Query/Monitor Users Manual V8.9 for NiceLog/NiceCall Focus III/NiceUniverse Compact

NICE Query Overview

NICE Query Overview

the channels on which they were recorded.

Step 1: Run a Query or Search

Chapter 1: Getting Started with NICE Query

Query/Monitor Users Manual V8.9 for NiceLog/NiceCall Focus III/NiceUniverse Compact

NICE Query Overview

Once call segments are located on a Logger, they can be:

Chapter 1: Getting Started with NICE Query

Query/Monitor Users Manual V8.9 for NiceLog/NiceCall Focus III/NiceUniverse Compact

Working with the NICE Toolbar

Working with the NICE Toolbar

To invoke the NICE Toolbar:

Click an icon to start the corresponding application.

Chapter 1: Getting Started with NICE Query

Query/Monitor Users Manual V8.9 for NiceLog/NiceCall Focus III/NiceUniverse Compact

Starting the NICE Query Application

Starting the NICE Query Application

To start NICE Query:

Chapter 1: Getting Started with NICE Query

Query/Monitor Users Manual V8.9 for NiceLog/NiceCall Focus III/NiceUniverse Compact

Starting the NICE Query Application

Select Data Source Window

Chapter 1: Getting Started with NICE Query

Query/Monitor Users Manual V8.9 for NiceLog/NiceCall Focus III/NiceUniverse Compact

NICE Query Window Components

NICE Query Window Components

Shortcut Bar Folder List Main View Secondary Views

The following components appear in the NICE Query window:

Chapter 1: Getting Started with NICE Query

Query/Monitor Users Manual V8.9 for NiceLog/NiceCall Focus III/NiceUniverse Compact

NICE Query Window Components

The Main View

The Secondary Views

The Participants List The Recording Locations List

The Folder List

Chapter 1: Getting Started with NICE Query

Query/Monitor Users Manual V8.9 for NiceLog/NiceCall Focus III/NiceUniverse Compact

NICE Query Window Components

Folders can be viewed, run, created, modified, and deleted by you.

You cannot create a Call Folder in a Loggers-only environment.

Chapter 1: Getting Started with NICE Query