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NICE Interaction Management
Fundamentals R4.1 Part 1 Course
Target Audience:

This course is intended for engineers without previous certification on NICE Perform, in the
following roles:
Field Engineers
Customer Support Engineers (Tier 2 level)

Course Objectives:

By the end of this course, participants will be able to:
Describe the NICE Interaction Management R4.1 solution
Explain and Identify the NICE Interaction Management R4.1 servers and
components
Describe the different processes and flows
Describe the installation procedure of NICE Interaction Management R4.1 with
screen recording in a passive VoIP recording setup

This course combines theory, live demos, hands on exercises and self-paces web-based
lessons.

Course Prerequisites:

Participants are expected to have previous knowledge of:
Windows 2008
IIS
.NET
SQL

Course Duration:

This course is delivered MON-FRI during the same week
Training days are 9:00-17:30, daily
This course is delivered in a classroom or a virtual classroom

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Copyright NICE Systems Ltd. All rights reserved | NICE Education Services: training@nice.com



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DAY 1:


Welcome and
Introduction
Welcome
Course agenda & objectives

Introduction to the
NICE Interaction
Management R4.1
Introduction to the NICE Interaction Management R4.1
solution and the benefits it offers to recording
environments
Telephony Overview The basic concepts of telephony

NICE Interaction
Management R4.1
System Architecture
The various components of the system and how they
integrate to create a recording solution

Introduction to VoIP What is VoIP?
o Voice Over Internet Protocol
o How does it work?
Comparison between PSTN & VoIP
o Connection and bandwidth
o Latency
o Jitter
o Packet loss
VoIP Network Architecture
o Traffic on VoIP networks
LUNCH BREAK

Site Preparation and
Installation
Live Demo:
Server Preparation
Site Readiness Tool
NICE Deployment Manager

Site Readiness Tool Hands On:
Running Site Readiness Tool

NICE Deployment
Manager
Hands On:
Installing NICE Interaction Management R4.1 system using
the NDM

Software Download Live Demo:
eXtraNICE Navigation
Software Download Center
Q&A and Day Summary



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Copyright NICE Systems Ltd. All rights reserved | NICE Education Services: training@nice.com



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NICE Interaction
Management R4.1
Applications Demo
Live Demo:
Demo of Applications

NICE Database Suite SQL
Database Structure
Multi-Dimensional Database
Multi Data Hub

NICE Loggers The operation and components of the Passive VoIP Logger,
High Density Logger and Interaction Capture unit
LUNCH BREAK

Application Server Application Server purpose and services

Interaction Server Interaction Server Overview
Integration Module
Interaction Center
Recording Environments
Tracing a Call

VoIP Recording Passive VoIP Recording and VoIP recording challenges and
issues
Day Summary Summary and Q&A



DAY 2:

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DAY 3:


Day Opening Live event with review questions

Network Challenges
and Solutions
Port mirroring and considerations when recording with port
mirroring

System
Administrator
Using the System Administrator application to configure
NICE Interaction Management R4.1 system

Hands On:
Configure NICE Interaction Management R4.1 system

Interaction Center
in a passive VoIP
The Interaction Center in a passive VoIP environment

Cisco TAPI Cisco TAPI integration for passive VoIP recording
LUNCH BREAK

Channel Mapping Channel Mapping concept
Passive VoIP Recording Channel Mapping
RCM and Logger functionality in Channel Mapping

Hands On:
Perform channel mapping on the installed system

Screen Recording Screen Recording concept
Screen Channel Mapping
Day Summary Summary and Q&A


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Copyright NICE Systems Ltd. All rights reserved | NICE Education Services: training@nice.com



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DAY 4:


Day Opening Live event with review questions

Screen Channel
Mapping
Screen Channel mapping review and Live Demo

Hands On:
Perform screen channel mapping on the installed
system

NICE Sentinel 2.5 Functional Review
Installing NICE Sentinel 2.5
NICE Sentinel 2.5: Customer Support
LUNCH BREAK

NICE Sentinel 2.5 Health Check Reports
Hands on
Day Summary Summary and Q&A



DAY 5:



Day Opening Live event with review questions

Storage Center Storage Center Structure
Storage Center Best Practices
Hands on

Log Collector 2.5 Log Collector 2.5

Tracing a Call Hands On:
Tracing a call within the log files
LUNCH BREAK

User Administrator User Administration Live Demo

Hands On:
Using the user administrator

Final Exam Final exam - written
Course Summary Summary and Q&A