Integration With Genesys T-Server

NICE Perform®
Release 3.1
Integration with Genesys T-Server
August 2008
385A0277-04 Rev. A0
®
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Contents
1
Overview 11
NICE Perform Site Installation Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12
Genesys T-Server Integration Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13
Integration Description . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14
Alcatel-Lucent OmniPCX Enterprise (4400) . . . . . . . . . . . . . . . . . . . . . . . . 15
Aspect Call Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16
Aspect Spectrum (Rockwell) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17
Avaya Communication Manager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18
Cisco CallManager . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19
Ericsson MX-ONE (MD110) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20
Genesys SIP Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21
NEC NEAX/APEX/SV7000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22
Nortel Communications Server (CS) 1000 . . . . . . . . . . . . . . . . . . . . . . . . . 23
Siemens Hicom 300/300E/300H (International) . . . . . . . . . . . . . . . . . . . . . . 24
Siemens Hicom 300E (USA) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25
Siemens HiPath 4000 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26
Genesys T-Server Integration Architecture . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27
Key Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Genesys T-Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
NiceLog (Audio Logger) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
NiceScreen Logger (optional) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
NICE Interactions Center . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28
Recording Solutions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Genesys T-Server Equipped with Avaya PBX . . . . . . . . . . . . . . . . . . . . . . . 29
Genesys T-Server Equipped with Aspect PBX . . . . . . . . . . . . . . . . . . . . . . 29
Genesys T-Server Equipped with Nortel PBX . . . . . . . . . . . . . . . . . . . . . . . 29
Contents 5
NICE Perform ® Release 3.1: Integration with Genesys T-Server (Rev. A0)
Genesys T-Server Equipped with Alcatel-Lucent PBX . . . . . . . . . . . . . . . . . 30
Genesys T-Server Equipped with NEC PBX . . . . . . . . . . . . . . . . . . . . . . . . 30
Genesys T-Server Equipped with Ericsson PBX . . . . . . . . . . . . . . . . . . . . . 30
Genesys T-Server Equipped with Siemens PBX . . . . . . . . . . . . . . . . . . . . . 30
Genesys T-Server Equipped with Aspect Spectrum (Rockwell) PBX . . . . . . 31
Genesys T-Server Equipped with Genesys SIP Server . . . . . . . . . . . . . . . . 31
Genesys T-Server Equipped with Cisco CallManager . . . . . . . . . . . . . . . . . 31
Call Types and Features Supported . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32
Supported Database Fields. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Additional CTI Fields (Business Data) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34
Application Level Interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35
Limitations and Special Behavior. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Generic CTI Driver Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
General T-Server Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Alcatel-Lucent Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36
Aspect Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Avaya Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Ericsson Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Nortel Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37
Siemens Limitations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39
2
Genesys Switch Configuration 41
Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Confirming the Switch DN Configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . 42
Verifying the Genesys T-Server Configuration . . . . . . . . . . . . . . . . . . . . . . . 43
Checking Genesys T-Server Licenses . . . . . . . . . . . . . . . . . . . . . . . . . . . . 43
Checking the Licenses using Genesys Configuration Manager . . . . . . . 43
Checking the Licenses using FlexLM License Manager . . . . . . . . . . . . . 44
Viewing the Genesys T-Server Switch TCP Link . . . . . . . . . . . . . . . . . . . . . 45
Checking the Genesys Redundancy Server Configuration. . . . . . . . . . . . . . 47
Viewing the Specific Switch Configurations . . . . . . . . . . . . . . . . . . . . . . . . . 49
Nortel Symposium Position Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . 49
Aspect Agent Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Contents 6
Cisco CallManager Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Shared Lines . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51
Extension Mobility . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 52
Testing the Genesys Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 53
Checking the Genesys T-Server Status and Configuration . . . . . . . . . . . . . 53
Testing the Device Configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 54
3
Configuring CTI Integrations for Genesys T-Server 57
Before you Begin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
SNMP Service Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Configuring a New CTI Connection . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 58
Additional Configurations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Defining Business Data Fields . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 70
Configuring Rejected Devices or Trunks . . . . . . . . . . . . . . . . . . . . . . . . . . . 71
Activating the Rejected Devices Real-time Plugin . . . . . . . . . . . . . . . . . 74
Mapping NEQT Numbers to Trunk Groups (Alcatel Only) . . . . . . . . . . . . . . 76
Verifying the CTI Integration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 78
Configuring Individual Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 79
4
Configuring Channel Mapping for Genesys 81
Overview for Channel Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 82
Extension-Side Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Configuring Channels Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 83
Configuring Sources Definition . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 84
Configuring Static Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 85
Trunk-Side Recording . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 86
Passive VoIP Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89
Configuring Sources Definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91
Contents 7
Configuring Dynamic Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 92
Active VoIP Devices . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 94
Configuring Dynamic Mapping . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 97
5
Configuring Additional CTI Fields (Business Data) 99
Accessing Genesys Switch Information (Business Data) . . . . . . . . . . . . . . 100
6
Installing the CTI Integration Software 105
Installing the NICE CTI Integration Software . . . . . . . . . . . . . . . . . . . . . . . . 106
Maintaining the NICE CTI Integration Software . . . . . . . . . . . . . . . . . . . . . . 112
Modifying the NICE CTI Integration software . . . . . . . . . . . . . . . . . . . . . . 112
Repairing NICE CTI Integration software . . . . . . . . . . . . . . . . . . . . . . . . . 114
Removing NICE CTI Integration software . . . . . . . . . . . . . . . . . . . . . . . . . 115
Upgrading the NICE CTI Integration software . . . . . . . . . . . . . . . . . . . . . . 117
Verifying the Version Number . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 120
7
Troubleshooting 121
Open Case Procedure . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 122
Editing Reporting Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 123
Troubleshooting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 125
8
Testing and Debugging Tools 127
Genesys Support Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 128
Logs Builder Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 132
NICE Debug Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Setting Up the NICE Debug Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 134
Contents 8
Accessing the NICE Debug Service . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 139
NICE Events Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Setting up the NICE Events Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 141
Receiving Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Saving Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143
Saving Events in a Log File . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Saving Current Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Saving Selected Current Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 144
Setting up the SimCTILink Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Sending Events . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145
Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 146
Setting up the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . 146
Managing the Connection Manager Monitor . . . . . . . . . . . . . . . . . . . . . . . 151
A
Genesys T-Server Configuration Parameters 153
Reporting Levels . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Logger Parameters for Instant Callback . . . . . . . . . . . . . . . . . . . . . . . . . . . 154
Connection Manager - Additional Parameters . . . . . . . . . . . . . . . . . . . . . . . 155
Connection Manager - Interface Parameters . . . . . . . . . . . . . . . . . . . . . . . . 157
Switch Driver - Additional Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 160
Driver Interface - Additional Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . 162
Index 165
Contents 9
Blank page for double-sided printing.
1
Overview
This guide describes the integration between the NICE Interactions Center and the Genesys
T-Server.
This integration is relevant for the following versions:
• Genesys T-Server: Version 6.5.2 through 7.6.
• Redundant Genesys T-Server: Version 6.5.3 through 7.6
• NICE Perform Release 3.1
IMPORTANT
This guide provides technical information only. For detailed information regarding the availability
of solutions and features, refer to the EIS full products price list and the Integration Description
Document (IDD). In addition, you can contact your NICE regional sales engineer.
Contents
NICE Perform Site Installation Overview...................................................................... 12

Genesys T-Server Integration Workflow....................................................................... 13
Integration Description .................................................................................................. 14
Genesys T-Server Integration Architecture.................................................................. 27
Recording Solutions ...................................................................................................... 29
Call Types and Features Supported.............................................................................. 32
Supported Database Fields ........................................................................................... 34
Application Level Interface ............................................................................................ 35
Limitations and Special Behavior ................................................................................. 36
Chapter 1: Overview 11
NICE Perform Site Installation Overview
NICE Perform Site Installation Overview
Legend: Prepare Machines

Mandatory
component Install MS SQL Server 2005 and NICE Perform Databases
Optional
component
Install NICE Perform Applications and
Integration define in System Administrator
dependant
Connect one of the following:

NiceLog High Density Logger
- or -
Interaction Capture Unit (ICU)
- or -
NICE VoIP Logger
and define in System Administrator
Install VoIP Recording Gateway (VRG) and

define in System Administrator
Configure the NICE Interactions Center in the System Administrator

then install the NICE Interactions Center software
You are Here Configure and then Install CTI Integrations
Define Channel Mapping in the System Administrator
Install NICE IA Link Analysis Server

on the Data Mart Server
Install NMS
and define in System Administrator
Install relevant optional components and define in System Administrator:

Audio Analysis Telephony Services NiceScreen
NICE Storage Center Stream Server ScreenSense
Media Library Reporter Server
Install the latest approved NICE Update
Perform Required Installation and Acceptance Test Procedures
NOTE:
See the Site Installation Workflow Guide for a detailed overview of the NICE Perform site
installation workflow.
Genesys T-Server Integration Workflow
Genesys T-Server Integration Workflow

The workflow in this section describes the steps involved in integrating Genesys T-server with
NICE Perform.
Click a step. The corresponding instructions appear.
Legend: An Genesys site engineer must be present during the installation to assist
Mandatory with this phase of the installation!
component (with Genesys Switch Configuration
link to procedure
in this
publication)
Optional Configuring CTI Integrations for Genesys T-Server

component
Configuring Channel Mapping for Genesys
Configuring Additional CTI Fields (Business Data)
Installing the CTI Integration Software
Integration Description
The sections below summarize the various Genesys T-Server integrations:
• Alcatel-Lucent OmniPCX Enterprise (4400)
• Aspect Call Center
• Aspect Spectrum (Rockwell)
• Avaya Communication Manager
• Cisco CallManager
• Ericsson MX-ONE (MD110)
• Genesys SIP Server
• NEC NEAX/APEX/SV7000
• Nortel Communications Server (CS) 1000
• Siemens Hicom 300/300E/300H (International)
• Siemens Hicom 300E (USA)
• Siemens HiPath 4000
Alcatel-Lucent OmniPCX Enterprise (4400)
Driver Switch Configuration
Switch name and Alcatel-Lucent OMNIPCX Enterprise (4400)

model
Interface type Genesys T-Server CTI
Recording methods
• Station-side Total, Interaction-based (for all recording methods)

• Trunk-side
• Passive RTP
(phones with
static IP
addresses)
• Active RTP (via
IP DR link)
Features Free Seating, Compound Call
CTI fields available See Supported Database Fields on page 34.

for call search
Number of Contact your site engineer for business data fields.

business data
fields available
CTI fields
supported by Call
Flow Analysis
Aspect Call Center
Switch name and Aspect Call Center

model
Recording methods

• Trunk-side
• Passive RTP
(phones with
static IP
addresses)

for call search

business data
fields available
CTI fields
supported by Call
Flow Analysis
Aspect Spectrum (Rockwell)
Switch name Aspect Spectrum (Rockwell)
Recording methods
• Station-side Total, Interaction-based

• Trunk-side
• Static RTP
(phones with
static IP
addresses)

for call search

business data
fields available
CTI fields
supported by Call
Flow Analysis
Avaya Communication Manager
Switch name Avaya Communication Manager
Recording methods

• Trunk-side
• Passive RTP
(phones with
static IP
addresses)
• Active RTP
(active VoIP
recording - via
DMCC server)

for call search

business data
fields available
CTI fields
supported by Call
Flow Analysis
Cisco CallManager
Switch name and Cisco CallManager

model
Recording Methods
• Passive RTP Total, Interaction-based (for all recording methods)

(phones with
static IP
addresses)
• Active RTP

for call search

business data
fields available
CTI fields
supported by Call
Flow Analysis
Ericsson MX-ONE (MD110)
Switch name and Ericsson MX-ONE (MD110)

model
Recording Methods

• Passive RTP
(phones with
static IP
addresses)
Features Compound Call

for call search

business data
fields available
CTI fields
supported by Call
Flow Analysis
Genesys SIP Server
Switch name and Genesys SIP Server

model
Recording Methods
• Passive RTP Total, Interaction-based (for all recording methods)

(phones with
static IP
addresses)
• Active RTP

for call search

business data
fields available
CTI fields
supported by Call
Flow Analysis
NEC NEAX/APEX/SV7000
Switch name and SV7000

model NEAX/APEX 2400/7400
ICS/MMX/IMS/IPX
Recording Methods

• Trunk-side
• Matrix Trunk-side
• Passive RTP
(phones with
static IP
addresses)

for call search

business data
fields available
CTI fields
supported by Call
Flow Analysis
Nortel Communications Server (CS) 1000
Switch name Nortel Communications Server (CS) 1000
Recording methods

• Trunk-side
• Matrix Trunk-side
• Passive RTP
(phones with
static IP
addresses)
• Active RTP
(phones with
dynamic IP
addresses)

for call search

business data
fields available
CTI fields
supported by Call
Flow Analysis
Siemens Hicom 300/300E/300H (International)
Switch name and Siemens Hicom 300, Siemens Hicom 300E, Siemens Hicom 300H
model
Recording methods

• Trunk-side

for call search

business data
fields available
CTI fields
supported by Call
Flow Analysis
Siemens Hicom 300E (USA)
Switch name and Siemens Hicom 300E (USA)

model
Recording methods

• Trunk-side

for call search
Number of business Contact your site engineer for business data fields.
data fields available
CTI fields
supported by Call
Flow Analysis
Siemens HiPath 4000
Switch name and Siemens HiPath 4000

model
Recording methods
• Station-side Total, Interaction-based

• Trunk-side
• Passive RTP
(phones with
static IP
addresses)

for call search

business data
fields available
CTI fields
supported by Call
Flow Analysis
Genesys T-Server Integration Architecture

When NICE Perform is integrated with the Genesys T-Server, the NICE Interactions Center
communicates with the switch as illustrated in the diagram below.
Figure 1-1 Genesys T-Server Integration
Agent Extensions
PABX
CO
Trunk
Genesys T-Server
NiceLog NICE Interactions Center

Logger
(with Genesys
Client T-Library)
NMS
LAN
Workflow
The NICE Interactions Center establishes connection with the Genesys T-Server. Then, the NICE
Interactions Center software registers the agent’s extension with the T-Server and starts receiving
calls and agent events. This type of client model receives all the calls and agent events that occur.
The NICE Interactions Center maintains a process that reads the active QA schedule from the
Interaction database:
1. If an agent will be recorded (according to one of the scheduler programs), the NICE
Interactions Center sends a recording command to the audio Logger (NiceLog) and to the
screen Logger (NiceScreen).
2. If the returned status from both Loggers is OK, the NICE Interactions Center locks the audio
and screen data in the Loggers and stores the call details in the NICE Interactions Center.
3. The application can then query the database and perform a playback of the call. QA
applications can playback voice and screen and evaluate the call using pre-defined evaluation
forms.
Key Components
Genesys T-Server
The Genesys T-Server is the core component of the Genesys suite. This is the component that
manages the entire call flow at the Call Center, if it is configured as such. The Genesys T-Server
can route calls within the PABX and perform other PABX-related tasks as well. The T-Server
reports real-time CTI events to other applications in a call center, and acts as the CTI Server that is
integrated with the NICE Interactions Center.
NiceLog (Audio Logger)

NiceLog is a powerful digital voice logging system. NiceLog Loggers can continuously and
simultaneously record and archive audio from multiple sources. Audio is recorded to the hard
drive of the Logger for immediate playback capability. Different Audio Loggers are available for
the different recording methods (trunk, extension, VoIP).
NiceScreen Logger (optional)

The Screen Logger records agent screens and stores the data on its hard drive. The agent screen is
sent from a proprietary application, which is installed on each agent workstation.
NICE Interactions Center

The NICE Interactions Center uses the Genesys T-Server interface (the T-Library) which acts as a
client application that hooks into the Genesys T-Server. Through communication with the
T-Server, the NICE Interactions Center software learns the call status, monitors call events and
stores them in its databases. A user can then query its database, find a call and play it back. In
addition, based on preconfigured settings, the NICE Interactions Center can determine whether or
not a call will be recorded.
Recording Solutions
Recording Solutions
This section describes the different recording solutions available in each configuration.
Genesys T-Server Equipped with Avaya PBX

When the NICE Interactions Center is integrated with the Genesys T-Server system equipped with
an Avaya PBX, the following recording modes are available:
• Extension-side recording - The NiceLog Logger connects directly to, and taps, the lines
which connect to the phone sets and the gateway. This connectivity is usually used for total
recording.
• Trunk-side recording - The NiceLog Logger connects to trunks. This connectivity is usually
used for total and interaction-based recording. The 16 high-order bits of attribute ThisTrunk
contain the Trunk Group; and the 16 low-order bits of the attribute ThisTrunk contain the
Trunk Number.
NOTE: This recording mode is available only from the Genesys T-Server version
6.1.008-04 and higher. Lower versions of the T-Server do not send the trunk
information; therefore the NICE Interactions Center cannot record on the trunk-side.
Genesys T-Server Equipped with Aspect PBX

an Aspect PBX, the following recording modes are available:
• Extension-Side recording - The NiceLog Logger connects directly to, and taps, the lines
recording.
• Trunk-Side recording - The NiceLog Logger connects to trunks. This connectivity is usually
used for total and selective recording. The trunk information is sent through the OtherDN
attribute. The driver reads the string and removes the T character as the Trunk Number, while
the Trunk Group value is always 0.
Genesys T-Server Equipped with Nortel PBX

a Nortel PBX, the following recording modes are available:
recording.
used for total and selective recording. The trunk information is sent through the OtherTrunk
attribute. The driver reads a long number and transforms it into a hexadecimal value.
Recording Solutions
Genesys T-Server Equipped with Alcatel-Lucent PBX

the Alcatel-Lucent PBX, the following recording modes are available.
recording.
used for total and selective recording. NEQT numbers must be mapped to trunk group
numbers. The trunk information (NEQT number) is sent through the OtherTrunk attribute
Genesys T-Server Equipped with NEC PBX

the NEC PBX, the following recording modes are available.
recording.
used for total and selective recording. The trunk information is sent through the OtherDN
attribute. The driver reads a long number and the three digits on the left side represent the
trunk number.
Genesys T-Server Equipped with Ericsson PBX

the Ericsson PBX, the following recording mode is available.
recording.
Genesys T-Server Equipped with Siemens PBX
an Siemens PBX, the following recording modes are available:
recording.
attribute.
Recording Solutions
Genesys T-Server Equipped with Aspect Spectrum (Rockwell) PBX

an Aspect Spectrum (Rockwell) PBX, the following recording modes are available:
recording.
attribute.
Genesys T-Server Equipped with Genesys SIP Server

a SIP Server, the Passive VoIP recording mode is available. In Passive VoIP recording mode, the
NICE VoIP Logger receives sniffed (or mirrored) audio packets. This connectivity is used for Total
Recording and Interaction-Based Recording.
Genesys T-Server Equipped with Cisco CallManager

a Cisco CallManager, the following recording modes are available:
• Active VoIP Recording: In Active VoIP Recording, audio packets are sent directly to the
NICE VoIP Logger’s IP address, and there is no need for filtering. This connectivity is used for
Total Recording and Interaction-Based Recording.
• Passive VoIP Recording: NICE VoIP Logger receives sniffed (or mirrored) audio packets.
This connectivity is used for Total Recording and Interaction-Based Recording.
Call Types and Features Supported
NOTE: For detailed information regarding the supported features for each configuration
(switch version and interface version), refer to the EIS full products price list and the
Integration Description Document (IDD).
The following call types and features are supported by NICE Perform.
• Total Recording: Records all calls for all connected inputs.
• Interaction-based Recording
• Selective Recording: Records selected calls based on filter criteria.
• QA: Enables administrators to evaluate calls (via NiceUniverse).
• ROD: Enables agents to record a call on-the-fly.

The Genesys driver supports the following call scenarios:
• Simple internal/external calls: Records internal, inbound and outbound calls.
• Inbound/outbound calls to the xxx: The NICE Interactions Center enables users to specify
calls to record according to a DNIS (Dialed Number Identification Service) number.
• Call Transfers: The following call transfer types are supported by the NiceLog System:
• Blind Calls: For example, agent A calls a customer, and then transfers the customer to
agent B, without establishing a connection with agent B.
• Consultation Calls: For example, agent A calls a customer, and then calls agent B.
Agent A then transfers the customer to agent B.
• Single Step Calls: For example, agent A calls a customer, and then transfers the call
to agent B. Agent A does not wait for agent B to answer the call. If Agent B is not
available, the call is disconnected.
• Conference Calls: NICE Interactions Center enables three-way conference call recording,
including the following:
• Blind Calls: For example, agent A calls a customer, and then transfers the customer to
agent B, without establishing a connection with agent B.
• Consultation Calls: For example, agent A calls a customer, and then calls agent B.
Agent A then transfers the customer to agent B.
• Agent Login/Logout: Agents can log in and out of stations using Agent IDs (free seating).
Calls are inserted into the NICE Interactions Center Calls database according to the Agent ID
entered upon login. NiceLog can be commanded to record calls based on Agent IDs, and users
can query calls using Agent IDs as search criteria.
NOTE: This feature should be supported by the PBX as well. In those cases where the
PBX does not supply this information, the agents can login/logout using the Genesys
Desktop application. The driver then receives this information from the Genesys
T-Server.
The Genesys driver supports the following features:

• Compound ID: Enables tracking of a call from the beginning to the end.
• Connection ID tracking: Follows the call events according to the Genesys ConnectionID
parameter.
• Redundancy: After a failure occurs, the Genesys driver tries to reconnect to the backup
T-Server automatically (and vice versa). Only one instance of the driver is running and is
responsible for “both” T-Servers.
NOTE: The Redundancy feature is supported on a project-based commitment only.
The Genesys T-Server works in two redundancy modes:

• Warm Standby: A backup T-Server begins working if the primary T-Server fails. All
the call events/requests that occurred during the failure are lost and the backup
T-Server will handle all new call events/requests.
• Hot Standby: A backup T-Server begins working if the primary T-Server fails. The
backup T-Server is fully synchronized with the primary T-Server and will handle the
call events/requests when the failure occurred.
Supported Database Fields
Supported Database Fields

The supported database fields can change depending on the CTI information supported by the
switch and the switch configuration. If supported, Table 1-1: Supported Database Fields lists
CTI data from the Genesys switch that is automatically entered into the NICE Interactions Center.
From the Business Analyzer, this information can be queried for further analysis.
Table 1-1: Supported Database Fields
Genesys Field NICE Perform Database Fields Description

Name
Station nvcStation Participant Station
Phone number nvcPhoneNumber Participant Phone Number
Direction tiCallDirectionTypeID Segment Call Direction Type ID
Call ID iPBXCallID Segment Switch Call ID
Connection ID Can be defined manually as User Data
UCID vcPBXUniversalCallInteractionID UNID
Agent ID nvcAgentId Participant Agent ID
DNIS DNIS Dialed Number Identification

Service
Trunk vcTrunkGroup Participant Trunk Group

Information
vcTrunkNumber Participant Trunk Number
User Data (No default field since it is user defined)
Additional CTI Fields (Business Data)

You customize your site’s database by including CTI data that is available from your switch and is
not automatically entered into the NICE Interactions Center.
In the System Administrator, you define a new data field (Reserved Column) for the additional
CTI data you want to include. You then map each Reserved Column to a corresponding Optional
ID, according to the size (bytes) of the CTI data from the switch.
To configure the additional CTI fields, see Configuring Additional CTI Fields (Business Data)
on page 99.
Application Level Interface
Application Level Interface

Genesys T-Server supports the following:
• Monitoring Devices: The driver sends monitor requests for the devices in the Monitored
Devices list only.
NOTE: Each DN that will be monitored (recorded) by the NICE Systems requires a
license from Genesys.
In Service Observation (by device) and Single Step Conference (by call) DMCC
recording, each virtual device that will be configured in the CTI and will be filtered by the
driver requires a license from Genesys as well.
• Business Data Configuration: A CTI system can add data to the call segment via CTI
desktop applications such as soft phones or Agent Desktop applications. To view this data in
the NICE Interactions Center database, you must map these variables to the NICE Interactions
Center variables. Business data can be a credit card number, transaction information, or any
field defined specifically for this purpose.
The Genesys T-Server can be configured to send this information to its client applications. The
User Data information is sent in the following format:
Key Name & Key Value
For example: Credit_Card_Number = 1234567
See Configuring Additional CTI Fields (Business Data) on page 99.
Limitations and Special Behavior

This section describes the behavior and limitations of each switch when the Genesys driver is
integrated into the environment.
Generic CTI Driver Limitations

This section describes the known CTI driver limitations.
• Wrong direction in the following scenario: A customer calls a supervisor; the supervisor calls
an agent and then transfers the call. The Generic driver cannot predict the direction of the call
between the agent and the customer (if the call is Outgoing or Incoming) because the Generic
driver does not know the direction of the first call (between the supervisor and the customer).
The driver assigns this call as Outgoing by default.
General T-Server Limitations

• In Transfer and Conference calls, the direction after the Transfer/Conference may be incorrect.
This occurs because Genesys keeps the first call direction in all the segments of a complex
call. For example: If a call starts as Internal and then the consultation phase is Outbound, then
at times the Transfer/Conference is reported as Internal instead of Outgoing.
• In Blind Transfer/Conference calls to an unmonitored device, and if the target does not answer,
the driver still opens a segment to the target device (if there is another party in the call that is
being monitored). A dummy segment then appears in the database for the scenario.
NOTE: This occurs because Genesys sends established events only on the device that
is answering. If the device that answers is unmonitored, the Genesys T-Server will not
establish the event. Therefore, the Genesys driver establishes the call in all cases.
When the other side closes the call, then the segment will be closed.
Alcatel-Lucent Limitations
• Alcatel-Lucent OMNIPLX 4400 LX is not supported.
• The Alcatel-Lucent driver does not support T1 trunk-side recording, and only supports E1
trunk-side recording.
• There is a limitation when agent A1 calls agent A2, agent A2 does not answer and the call is
diverted to agent A3, and then agent A1 blindly transfers the call to customer C1. The A3 OUT
C1 report is missing from the database and the audio is not in the Compound call. The End
Compound report appears when the call between agent A3 and customer C1 ends. Genesys
switches the Originator and Destination DN when the transfer takes place.
• There is a limitation when agent A1 calls customer C1 and then blindly transfers the call to
agent A2 who does not answer, and the call is diverted to Agent A3 who answers. The End
Compound report is missing from the database. The expected results are as follows:
• A1 OUT C1, TS
• A1 OUT C1, D
NOTE: The second Compound call is reported with direction INTRN, as there is no
information re the device type.
Aspect Limitations
• The availability of ANI and DNIS depends on the specific switch configuration.
• Aspect generates an Offered event with the same Call ID as the Transfer event. The following
may therefore occur. An agent A1 calls a customer C1 and blindly transfers him to agent A2
(using CCT). Agent A2 talks to the customer. The call direction is recorded as IN, even though
the direction of the first call is OUT.
• Analog extensions will not be recorded/
Avaya Limitations
• There is a limitation when a customer calls monitored agent A1, and agent A1 presses the Park
Call button and performs a consultation transfer to monitored agent A2. While agent A1 is
connected to agent A2, agent A1 again presses the Park Call button. Agent A2 is disconnected
from the call and agent A1 retrieves the connection to the external party. At this point call
recording stops.
Ericsson Limitations
• Free seating and Agent ID information is only supported on the MD110 MX-ONE when the
DAC features are available on the MD110 MX-ONE and the CCA is installed too.
Nortel Limitations
• In Nortel switches with Meridian Link version 5C or Symposium Call Center 4.0 and higher,
login information is sent by the Genesys T-Server when the agent manually logs into the
phone. However, in earlier versions, the login information is not sent when the agent manually
logs into the phone.
• In all versions, login information is sent by the Genesys T-Server when the agent logs into the
phone using the Genesys SoftPhone.
• There is a limitation when agents A and B are on an internal call and either one of the agents
transfers the call to either a customer or supervisor. Only the call between the two agents is
reported, and there is a transfer flag.
• There is a limitation when agents A and B are on an internal call and either one of the agents
initiates a conference call to either a customer or supervisor (C). The call from the agent to C is
not reported.
• Agent A1 and customer or supervisor C1 are engaged in a call.There are several limitations
when:
• C1 transfers the call blind to another customer or supervisor C2, that is, without
establishing a connection with C2. The call between A1 and C1 is only closed when the
call with C2 is closed.
• Either A1 or C1 initiates a call transfer, speaks to a customer or supervisor C2 and then
transfers the call. There is no transfer flag for the call between A1 and C1.
• MEI Server issues:
• The AutoClean process on the MEI server, which runs every day at midnight, may
trigger a shutdown message.
• In Backup mode, when shutting down the MEI server, the TCP connection breaks. No
shutdown message is sent to the driver.
• Disabling the high-speed link may trigger a shutdown message.
Siemens Limitations
• A parked call to a supervisor is not supported, and after the park, the call will not be recorded.
After the supervisor picks up the parked call, the call will not be recorded even if the other
participant of the call is an agent.
• Trunk information is not always reported. The switch reports trunk information in the
following events only:
• outbound scenarios - networked reached events
• incoming scenarios - ringing events.
If the Genesys driver does not receive trunk information on these events from the T-Server, the
trunks will not be recorded. For example: A customer calls a supervisor, and then the
supervisor transfers the customer to an agent, the trunk information is not reported by
Genesys.
2
Genesys Switch Configuration
IMPORTANT
This chapter provides information for NICE Perform site engineers. The actual switch
configuration is performed by the Genesys site engineer only.
Contents
Overview.......................................................................................................................... 42
Confirming the Switch DN Configuration..................................................................... 42
Verifying the Genesys T-Server Configuration ............................................................ 43
Checking the Genesys Redundancy Server Configuration........................................ 47
Viewing the Specific Switch Configurations ................................................................ 49
Testing the Genesys Configuration .............................................................................. 53
Chapter 2: Genesys Switch Configuration 41
Overview
Overview
There are several procedures that must be followed to check the switch and Genesys T-Server
configuration. These procedures apply to all the types of Genesys T-Server applications.
• Confirming the Switch DN Configuration
• Verifying the Genesys T-Server Configuration
• Checking the Genesys Redundancy Server Configuration
• Viewing the Specific Switch Configurations
• Testing the Genesys Configuration
Confirming the Switch DN Configuration

The DNs or devices are configured in the Genesys Configuration Manager. It is useful to check
this information if there are no events for specific devices.
For switch-specific procedures, see Viewing the Specific Switch Configurations.
To check the DN configurations:

1. In Genesys Configuration Manager, expand the tree to Switches > Your Switch > DNs.
A list of the configured DNs appears in the right-hand pane.
Figure 2-1 Genesys Configuration Manager - DNs
2. Verify that all the monitored DNs appear.
Verifying the Genesys T-Server Configuration

It is important to check the following:
• Checking Genesys T-Server Licenses
• Viewing the Genesys T-Server Switch TCP Link
Checking Genesys T-Server Licenses

To enable NICE System to monitor interactions in the Genesys T-Server environment, you must
obtain right to monitor licenses from Genesys for monitoring devices and agent seats.
The two types of monitoring licenses are:
• tserver_tdn: Used for monitoring devices.
• tserver_sdn: Used for monitoring agent seats.

These licenses enable NICE to monitor all available PABX devices (agent extension, positions,
VDNs, ACD/Queue, IVR/VRU ports, other routing entities, and so on) and provide full support
for CTI features, including compound call, tracking, call direction and trunk information.
You must ensure that there are sufficient licenses as follows:
• Checking the Licenses using Genesys Configuration Manager
• Checking the Licenses using FlexLM License Manager
Checking the Licenses using Genesys Configuration Manager

You can check the license information in the Genesys Configuration Manager.
To check the Genesys licenses:

1. In Genesys Configuration Manager, expand the tree to where the Genesys T-Server is located.
2. Right-click on the required Genesys T-Server Application, and click Properties.
3. Select the Options tab.
4. Select license from the dropdown list.
The following window appears.
Figure 2-2 Genesys Configuration Manager - Licenses
5. Verify that there are sufficient licenses.
Checking the Licenses using FlexLM License Manager

The FlexLM License Server enables you to check how many of these licenses have been issued
and how many are in use when the Genesys T-Server Application is running.
To check the Genesys licenses:

1. Make sure that the Genesys T-Server is running.
2. In the LMTOOLs window, select the Server Status tab.
Figure 2-3 LMTOOLS - Server Status
3. Verify that there are sufficient licenses. For example, in this example, you can monitor a total
of 200 DNs, of which 102 licenses are currently in use.
Viewing the Genesys T-Server Switch TCP Link

The Genesys T-Server is connected to the switch via a TCP link.
For Avaya, this information should also be checked against the information configured on the
switch end, that is, the CTI link for the MAPD card.
To check the link-tcp:

3. Select the Options tab.
4. Select link-tcp from the dropdown list.
Figure 2-4 Genesys Configuration Manager - TCP Switch Link
5. Check the following information in the window:

• hostname: IP address of the switch
• link-number: Link number to the switch
• port: Port number used to communicate with the switch
Checking the Genesys Redundancy Server Configuration

The Genesys T-Server works in a warm or hot standby redundancy mode. You configure this
information when you create a new CTI Interface. See Configuring a New CTI Connection
on page 58.
IMPORTANT
Verify that the cti_ha_option parameter appears in the Genesys monitoring license. This
parameter enables redundancy. See Checking Genesys T-Server Licenses on page 43.
To check the Genesys redundancy server configuration on the primary T-Server:

3. Select the Server Info tab.
Figure 2-5 Genesys Configuration Manager - Redundancy - Primary Server
4. Select the required Backup server from the Backup Server dropdown list.
5. Select the redundancy type from the Redundancy Type dropdown list.
To check the Genesys redundancy server configuration on the backup T-Server:

3. Select the Server Info tab.

Figure 2-6 Genesys Configuration Manager - Redundancy - Backup Server
4. Select the redundancy type from the Redundancy Type dropdown list.
The redundancy type can be Hot StandBy or Warm StandBy and both Genesys
NOTE:
T-Servers must have the same redundancy type.
Viewing the Specific Switch Configurations

There are configuration procedures that are specific to certain switch types. The following
switch-specific configurations are described:
• Nortel Symposium Position Configuration
• Aspect Agent Configuration
• Cisco CallManager Configuration
Nortel Symposium Position Configuration

Extensions must be associated with ACD positions, and vice-versa, for the Nortel switch.
To check the position configurations:

1. In Genesys Configuration Manager, expand the tree to
Switches > Your Nortel Switch > DNs.
A list of the configured devices appears in the right-hand pane.
Figure 2-7 Genesys Configuration Manager - Nortel
2. Double-click on an ACD position.

A window appears, displaying the ACD position properties, including the associated
extension.
Figure 2-8 Genesys Configuration Manager - ACD Position Properties
3. Click Cancel to close the window.

4. Double-click on an extension.
A window appears, displaying the extension properties, including the associated ACD
position.
Figure 2-9 Genesys Configuration Manager - Extension Properties
5. Click Cancel to close the window.
Aspect Agent Configuration

Agent logins must be defined for the Aspect switch.
To check the agent configurations:

Switches > Your Aspect Switch > Agent Logins.
A list of the configured agent logins appears in the right-hand pane.
Figure 2-10 Genesys Configuration Manager - Aspect
2. Verify that all the monitored agents appear.
Cisco CallManager Configuration

T-Server for Cisco CallManager supports Shared Lines and Extension Mobility configurations.
These configurations are described in this section. To check the Cisco CallManager configuration,
see page 52.
Shared Lines
The Cisco CallManager configuration supports Shared Lines, which enables more than one agent
to share one line. Incoming calls to Shared Lines arrive directly to the Shared Line DN.
Configurations for Shared Line DNs are:
• Using MAC address suffixes as a part of the DN number.
• Using user-friendly suffixes on multi-line IP phones with a unique DN on a second line.
Both configurations can be implemented simultaneously at the same site.
Extension Mobility
T-Server for Cisco CallManager supports Cisco’s Extension Mobility (EM), which enables
dynamically assigning an EM profile number to a different telephone set. DNs with an assigned
EM profile number do not appear differently in the Genesys Configuration Manager.
To view configured devices, see the procedure below.
To check the configured devices:

Switches > Your Cisco Switch > DNs.
A list of the configured devices appears in the right-hand pane.
Figure 2-11 Genesys Configuration Manager - Cisco CallManager
Shared lines with MAC address
2. Verify that all the monitored DNs appear.
Testing the Genesys Configuration

You can test the configuration as follows:
• Checking the Genesys T-Server Status and Configuration
• Testing the Device Configuration
Checking the Genesys T-Server Status and Configuration

The Genesys Solution Control Interface (SCI) is used to start up, shut down and monitor the
Genesys T-Server. You can use the SCI to check the T-Server logs and troubleshoot.
To test the Genesys T-Server link configuration:

1. In the Genesys Solution Control Interface, expand the tree and select the required Genesys
T-Server.
Figure 2-12 Genesys Solution Control Interface
2. Check the following key information:

• Status: Whether the T-Server is started or stopped.
• Mode: Whether the T-Server is operating as the primary or backup server.
• Host: Name or IP address of the T-Server. For the primary and standby T-Server, you
define this value when you create a new CTI Interface (see Figure 3-9 on page 58).
• Port: The T-Server port ID. This information is used in the windows described above.
• Backup Server: The standby server, if specified.
Testing the Device Configuration

The Genesys ActiveX Desktop Toolkit StarterApp enables you to connect to the Genesys T-Server
and monitor extensions, perform agent login, get business data, initiate and answer calls, and so
on. This StarterApp toolkit is located on the Genesys installation DVD.
To test a device:
1. Launch the Starter Application and select the Settings icon.
2. In the Connection tab, enter the T-Server Host and Port, and then click Connect.
Figure 2-13 Settings Window - Connection Tab
3. Select the DN tab.

Figure 2-14 Settings Window - DN Tab
4. Enter the Directory Number and Type, click Register and OK.
The DN is registered.
5. Open the Event Log.
Figure 2-15 Event Log
6. Enter the extension number and click Dial.

Genesys StarterApp dials the designated number, and events are generated.
Figure 2-16 Genesys StarterApp
7. Expand the branches in the Event Log (Figure 2-15) to view the generated events.
3
Configuring CTI Integrations for Genesys
T-Server
This chapter describes the procedures for integrating Genesys T-Server with NICE Perform
Release 3.1.
IMPORTANT
You must install and configure Genesys T-Server before you configure the NICE Perform
integration with it. See Genesys Switch Configuration on page 41.
Contents
Before you Begin ............................................................................................................ 58

SNMP Service Installation.......................................................................................... 58
Configuring a New CTI Connection .............................................................................. 58
Additional Configurations..............................................................................................70
Defining Business Data Fields ................................................................................... 70
Configuring Rejected Devices or Trunks.................................................................... 71
Activating the Rejected Devices Real-time Plugin............................................... 74
Mapping NEQT Numbers to Trunk Groups (Alcatel Only) ......................................... 76
Verifying the CTI Integration.......................................................................................... 78
Configuring Individual Components............................................................................. 79
Chapter 3: Configuring CTI Integrations for Genesys T-Server 57
Before you Begin
Before you Begin

Before you begin, ensure that the Genesys T-Server is installed and configured by a Genesys
technician using the Configuration Management Environment (CME) or configuration files:
• Configuration Management Environment (CME). The CME is an interface application that
maintains all the configuration of the Genesys suite.
The following configuration parameters should be obtained from the CME or the
configuration files:
• IP address and port of the T-Server
• IP address and port of the warm or hot standby T-Server (if operating with redundancy)
• Monitored devices
• User data (business data)
IMPORTANT
This information should be retrieved by the Genesys site engineer.
• Ensure that the site has sufficient number of Genesys T-Server licenses.
• Complete SNMP Service Installation below.
SNMP Service Installation

Before installing the integration software make sure that the SNMP Service is installed on your
computer.
NOTE: All system components must also be associated with each other appropriately.
Configuring a New CTI Connection
NOTE: It is important that the Genesys site engineer is present during the installation.
The CTI Connection defines the actual CTI Server with which the system integrates. For every
CTI Interface, a telephony switch is configured. This is the physical server on which the CTI
Interface is installed. More than one interface may be installed on the same telephony switch, it is
therefore important when configuring the CTI Interface that the correct telephony switch is
defined.
The recommended CTI Integration workflow is with the CTI Connection wizard. If this wizard is
not suitable because of site considerations or other factors, configure the CTI Interface, the
Connection Manager, and the Driver separately, as described in Configuring Individual
Components on page 79.
The CTI Connection wizard enables you to define the CTI Interface, the Connection Manager, and
the Driver. Follow the procedure below.
IMPORTANT
Before you begin, verify that the CLS is configured in the System Administrator.
To configure the CTI Connection:

1. Verify that you are working in Technician mode: From the Settings menu, select Technician
Mode.
Figure 3-1 Technician Mode
2. In the Organization tree, select CTI Integrations.

Figure 3-2 CTI Integrations Selected
3. In the Details Pane, click .

-or-
From the Actions menu, select New CTI Connection.
Figure 3-3 Action Menu
The Set New CTI Connection Wizard starts.
Figure 3-4 Set New CTI Connection Wizard - Introduction
Progress bar through the Wizard
4. Click Next.
The CLS and Telephony Switch definitions window appears.
Figure 3-5 CLS and Telephony Switch Definitions Window
5. Click the Attach CTI to CLS drop-down list, and select the relevant CLS Server.
6. Click the Telephony Switch Type drop-down list, and select the telephony switch type at the
site. In the example below, Ericsson is selected.
Figure 3-6 CLS and Telephony Switch Definitions Window - Selecting Ericsson
The telephony switch name appears in the Switch Name field.
IMPORTANT
When working in multiple driver systems, each driver has to have its own physical switch ID
number.
Continue as follows:
• To define a new telephony switch, see Step 7 on page 61.
• To select an existing switch, see Step 8 on page 62.
7. To define a new telephony switch, do the following:
7.1. Make sure that Define new telephony switch is selected.
Select Define New Telephony
Switch
7.2. In the CLS Reporting Type drop-down list, select CTI or CDR, depending on which
reporting type is supported by the switch.
7.3. (Optional) To disable advanced CLS Reporting options, click Advanced.
In the Agent Logon Mode area, clear the checkboxes to disable the following logon
options:
• To the same station again - allows agents to log in to the same workstation
more than once.
• To more than one station - allows agents to log in to more than one
workstation.
• To a station another agent is logged into - allows more than one agent to
log in to one workstation.
NOTE: It is recommended that you leave all three Agent Logon modes selected.
7.4. Continue with Step 9 on page 63.

8. To use an existing telephony switch, do the following:
8.1. Select Use existing Telephony Switch.
A drop-down list of existing telephony switches appears.
8.2. Click the drop-down list and select the relevant telephony switch.
Figure 3-7 CLS and Telephony Switch Definitions Window
Select Use
existing
Telephony
Switch

9. Click Next.
The CTI Interface type window appears.
Figure 3-8 CTI Interface Type Window
• In the Telephony Switch and CTI Interface Type area, make sure that Genesys is
selected.
10. Click Next.
The CTI Interface information window appears.
Figure 3-9 CTI Interface Information Window
In the Interface Connection Details area, all mandatory parameters appear in bold.
11. Enter the mandatory parameters described in Table 3-1 below by completing the following:
11.1. In the Parameter column, double-click the parameter.
The Switch Connection Parameter window appears.
Figure 3-10 Switch Connection Parameter window
11.2. Enter or select the correct value, and click OK.
Table 3-1: Mandatory Parameters for Genesys T-Server
Parameter Description
SwitchAddress Genesys T-Server IP address
PortID Genesys T-Server IP port ID
12. Leave the default settings for the Additional Interface Parameters.
13. (Redundancy only) To configure the redundant Genesys T-Server, complete the following:
13.1. Clear the Show only required parameters checkbox.
The UseRedundancyMechanism parameter appears.
Figure 3-11 Required Redundancy Parameters
Clear this
checkbox
13.2. Double-click UseRedundancyMechanism and select Yes from the Value

drop-down list.
The parameters to configure the secondary IP address and port appear.
Figure 3-12 Required Redundancy Parameters
Required
Redundancy
Parameters
13.3. Repeat Step 11 on page 64 for the secondary IP address and secondary port.
14. Click Next.
The Switch Devices Configuration window appears.
Figure 3-13 Switch Devices Configuration Window
15. Click Next.

The Optional Features window appears.
Figure 3-14 Optional Features Window
16. Continue as follows:

• If you require none of the above options, continue with Step 17 on page 67.
• To define Business Data, select Business Data Fields Definition and continue with
Defining Business Data Fields on page 70.
• If you require rejected devices or trunks, select Rejected Devices and continue with
Configuring Rejected Devices or Trunks on page 71.
• If the telephony switch is Alcatel, select Trunk Group and continue with Mapping
NEQT Numbers to Trunk Groups (Alcatel Only) on page 76.
• If you require Call Flow Analysis, select Call Flow Analysis. The Call Flow Analysis
is automatically defined. Continue with Step 17 on page 67.
17. Click Next.
The Select a Connection Manager window appears.

Figure 3-15 Select a Connection Manager
Ports in Use
IMPORTANT
If no Connection Manager currently exists in your site, this window does not appear.
• To create a new Connection Manager, complete the following:

• Select Create a new Connection Manager.
• From the Port drop-down list, select an available port that is not listed in the
Ports in Use area.
• To select an available Connection Manager, complete the following:
• Select Select available Connection Manager.
• From the Port in use area, select the appropriate port.
18. Click Next.
The Summary window appears.

Figure 3-16 Summary Window
19. Click Finish.

The new CTI Connection appears on the CTI Integrations - Summary tab.
20. (For an Avaya DMCC configuration only) To enable Single-Step Conference recording mode,
you need to edit the configuration of the switch driver interface. See the description of
PassOriginalCallID on page 163.
Additional Configurations
Defining Business Data Fields
Business Data fields are dynamic, depending on the Genesys T-Server configuration. Ask the
Genesys site engineer for more information regarding the specific Business Data that you can
configure.
To define Business Data for Genesys T-Server:

1. Expand the Business Data Fields Definition area.
Figure 3-17 Business Data Fields Definition
2. Click Add.
The Add window appears.
Figure 3-18 Business Data Field Window - Add
3. Using the information provided by the Genesys site engineer, complete the following:
3.1. In the Name field, enter the parameter name.
3.2. In the Type field, select one of the following:

• String
• Integer
• Binary
3.3. Click OK.
The Business Data field appears in the list.
Configuring Rejected Devices or Trunks

When you have two parallel CTI integrations, such as a simple integration and a Dialer
integration, you need to make sure that only the relevant devices or trunks are monitored for
each integration. You can reject (filter out) the devices or trunks that are monitored in one
integration so that they will not be monitored in the other integration.
IMPORTANT
Activation of this Real-Time plugin only takes place after you select it in the Driver
configuration, see Activating the Rejected Devices Real-time Plugin on page 74.
To configure Rejected Devices or Trunks:

1. In the Rejected Devices area, add the devices and trunks you need to filter from the
integration.
• For rejected devices, enter the rejected device ID.
• For rejected trunks, enter the rejected trunks using the following formula:
T/Trunk group number/#/Time slot
EXAMPLE:
To reject all trunks in Trunk Group 5, enter - T5#*
To reject all trunks, enter - T*#*
To reject trunk numbers 3 to 6 in trunk group 7, enter - T7#3, T7#4, T7#5 and T7#6
2. Continue with the relevant procedure:

• To add rejected devices/trunks, select the relevant procedure:
• To add a single rejected device/trunk, continue with Step 3 on page 72.
• To add a range of rejected devices/trunks, continue with Step 4 on page 72.
• To import a file of rejected devices/trunks, continue with Step 5 on page 73.
• To search for a rejected device/trunk, continue with Step 6 on page 73.
• To delete rejected devices/trunks, continue with Step 7 on page 73.
Figure 3-19 Connection Manager Switches Configuration Window
3. To add a rejected device/trunk, click Add. The Add Rejected Device window appears.
Figure 3-20 Add Rejected Device Window
• In the Device field, enter the device number and click OK.
4. To add a range of rejected devices, click Add Range. The Rejected Devices window appears.
Figure 3-21 Add Range of Rejected Devices Window
• Complete the information and click OK.
NOTE: You cannot add a range of rejected trunks using this method. You can, however,
import a file with a list of rejected trunks.
5. To import a file of rejected devices/trunks, click Import.

The Import Rejected Devices List window appears.
Figure 3-22 Import Rejected Devices List Window
• Complete the information and click OK.
NOTE: Use this method to import a file of rejected trunks.
The rejected devices appear in the Devices list.
6. To search for a rejected device/trunk, click .

The Search For Device window appears.
Figure 3-23 Search For Device Window
6.1. In the Device field, enter the device ID or trunk information.

6.2. Click OK.
7. To delete devices or trunks, select the devices or trunks that you want to delete and click .
NOTE: The devices and trunks are deleted with no warning message.
All rejected trunks and devices appear in the Devices list.
Figure 3-24 Rejected Devices
8. If you are configuring the New CTI Connection wizard, continue with Step 17 on page 67.
9. After you have configured the New CTI Connection wizard, continue with Activating the
Rejected Devices Real-time Plugin on page 74.
Activating the Rejected Devices Real-time Plugin

Activation of this Rejected Devices Real-Time Plugin only takes place after you select it in the
Driver configuration. Follow the procedure below.
To define rejected devices and trunks:

1. In the Organization tree, select CTI Integrations > Drivers > the relevant driver associated
with the Genesys T-Server. The selected driver definitions appears.
Figure 3-25 Driver General Information Window
2. Click the Interfaces tab.

Figure 3-26 Attach Driver Interfaces Window
Select the
relevant CTI
Interface
3. Select the relevant CTI Interface and click .

4. Expand Driver Real-time Plugins.
Figure 3-27 Driver Real-Time Plugins Area
Select
Rejected
Devices
5. Select Rejected Devices.

6. Click OK.
Mapping NEQT Numbers to Trunk Groups (Alcatel Only)

In the Alcatel integration, trunk information is reported in paired numbers, each comprised of
the NEQT number and timeslot. To enable NICE Perform to receive complete CTI
information, you must define the NEQT number and map it to a trunk group. The NEQT
number is reported by the CTI Interface, and will be used by the RCM (Resource Call
Manager) to map the call's audio.
TIP: You create the trunk group in System Administrator under Master Site > CLS
Definitions > Channel Mapping. For information about this, see the Channel Mapping
Guide.
To map NEQT numbers to trunk groups:

1. Expand the Trunk Groups Definition Neqt area.
Figure 3-28 Trunk Groups Definition NEQT
2. Click Add.
The Trunk Group - Add window appears.
Figure 3-29 Trunk Group - Add Window
2.1. In the Neqt number, Number of neqt to add, and Trunk Group fields, enter the
values. You obtain these values from the Alcatel-Lucent switch. For more information,
see the Integration with Alcatel-Lucent guide.
2.2. Click OK.
3. Click Next to continue to selecting a Connection Manager. See Figure 3-15 on page 68.
Verifying the CTI Integration
Verifying the CTI Integration

This procedure describes how to verify that all the relevant system components have been
attached.
To verify that all system components have been attached:

1. In the System Administrator, in the Organization tree, navigate to Master Site > CTI
Integrations and select CTI Integrations.
2. Click the Diagram tab.
A diagram of the Avaya PC integration appears.
Figure 3-30 CTI Integrations Diagram
NOTE: This diagram only displays the connection layout. IT DOES NOT notify you if the
connection between the different components is established or not!
Configuring Individual Components

The recommended CTI Integration workflow configures the complete CTI connection using the
New CTI Connection wizard (see Configuring a New CTI Connection on page 58).
If this wizard is not suitable due to site considerations or other factors, you must configure each
component individually.
The table below (Table 3-2: Individual CTI Components) provides you with the relevant path
for each individual component’s wizard, in the System Administrator application.
IMPORTANT
Make sure that you have the required prerequisite information for each wizard before you begin.
See the table below for this information.
Table 3-2: Individual CTI Components
Wizard Required Information Path
CTI Interface • IP Address and port of the Select CTI Integrations > CTI
T-Server Interfaces. Then, from the
Actions menu, select New CTI
• IP address and port of the
Interface.
warm or hot standby T-Server,
if redundancy is used
• Monitored devices
• Recording Method
Connection • The name of the Connection Select CTI Integrations >

Manager Manager Connection Managers. Then,
from the Actions menu, select
• Default port number - 62094
New Connection Manager.
• The IP address or Host Name
where the Connection
Manager is installed
• Reporting levels for all
messages, if different from the
defaults
• If any Connection Manager
parameters need to be
defined, their names and
values
• The CTI Interfaces that are
connected to the Connection
Manager and any parameters
and their values that might
need to be customized.
Table 3-2: Individual CTI Components (Continued)
Wizard Required Information Path
Driver • The name of the driver Select CTI Integrations >

Drivers. Then, from the Actions
• The IP address or Host Name
menu, select New Driver.
where the driver is installed
• The NICE Interactions Center
servers connected to the driver
• Reporting levels for all
messages, if different from the
defaults
• If any driver parameters need
to be defined, their names and
values
• The CTI Interface that will be
connected to the driver
For detailed information, see the System Administrator’s Guide.
4
Configuring Channel Mapping for
Genesys
This chapter describes the procedures required to configure the channel mapping. Select the
relevant channel-mapping method according to your required recording type.
Contents
Overview for Channel Mapping ..................................................................................... 82

Extension-Side Recording ............................................................................................. 83
Configuring Channels Definition................................................................................. 83
Configuring Sources Definition................................................................................... 84
Configuring Static Mapping ........................................................................................ 85
Trunk-Side Recording .................................................................................................... 86
Passive VoIP Devices ..................................................................................................... 89
Configuring Sources Definitions................................................................................. 91
Configuring Dynamic Mapping ................................................................................... 92
Active VoIP Devices........................................................................................................ 94
Configuring Dynamic Mapping ................................................................................... 97
Chapter 4: Configuring Channel Mapping for Genesys 81
Overview for Channel Mapping
Overview for Channel Mapping

This chapter describes the procedures required to configure the channel mapping:
• Channels Definition
• Sources Definition
• Static Mapping
• Dynamic Mapping
To define channel mapping:

1. Define Logger Channels
All Audio Loggers must be defined in the Channels Definition branch of the Channel Mapping
definition.
When defining the Logger’s channels, the definitions you make in the System Administrator
must be identical to the configuration of the Logger! Determine the information below about
the Logger before proceeding!
The Logger types are the available channels in time slots from the trunks that are to be
recorded.
Logger types are listed in the System Administrator Guide.
2. Define Sources
Sources are two device data types, or workstation data definition to be recorded on the Logger.
Each Source must be defined in the Sources Definition branch of the Channel Mapping
definition.
3. Map Channels to Sources
Depending on the types of channels and sources, this is done using either Static or Dynamic
mapping.
4. Update the CLS
The CLS must be updated with the new definitions. System Administrator Guide.
Extension-Side Recording
When the source of the recording is extension-side, follow the below procedures. See the Channel
Mapping Guide for detailed procedures.
Configuring Channels Definition
To configure Channels Definition:

1. In the System Administrator, in the Organization tree, navigate to Master Site > CLS
Definitions > Channel Mapping > Channels Definition.
Figure 4-1 Channels Definition Branch
2. In the Channels Definition section, click the relevant logger.

3. In the Update Channel Details window, define the Channels.
Figure 4-2 Update Channel Details Window
Select Plain (Total)

or Time Selective (Interaction-based)
3.1. From the Recording Type drop-down list, select the relevant recording type:
• Plain (Total Recording)
• Time Selective (Interaction-based Recording)

3.2. From the Summation Support drop-down list, select the relevant settings:
• If Summation Support exists (you want the Logger to sum Rx and Tx and
record them on one channel), select Yes.
• If Summation Support does not exists, select No. (The Logger cannot sum
Rx and Tx input. In this case for summation, the Logger should be mapped to
a summed input source. If it is mapped to an unsummed input, then the Rx
and Tx will be recorded on two separate channels.)
3.3. (Optional) If your site requires Inserter Support, in the Inserter Support drop-down
list, select Yes.
NOTE: Inserter Support is only applicable for Plain (Total-Recording) channels.
4. Click to save all changes.

NOTE: Do not click the update configuration button until you have completed all
the channel mapping procedures.
5. Proceed to configure source definitions, see Configuring Sources Definition on page 84.
Configuring Sources Definition
To configure Sources Definition:

1. In the Organization tree, expand the Sources Definition branch.
2. Define the Sources, either using the Wizard or manually .

Figure 4-3 Source Type Selection Window
Select
Extension

4. Proceed to configure source definitions, see Configuring Static Mapping on page 85.
Configuring Static Mapping
To configure Static Mapping:

1. In the Organization tree, expand the Static Mapping branch.
2. Define Static Channel Mapping. Follow the standard Static Mapping procedures.
NOTE: Extensions cannot be mapped using Dynamic Mapping.
3. After defining the channels and attaching the sources, click Save.
4. Click the button. This updates the CLS Server with the new mapping definitions.
Figure 4-4 Update Configuration
Update Configuration button
Save
button
Trunk-Side Recording
When the source of the recording is trunk-side, following the below procedures. See the Channel
Mapping Guide for detailed procedures.


Select Plain (Total Recording)

or Time Selective (Interaction-based Recording)
or Digital Matrix
3.1. From the Recording Type drop-down list, select the relevant recording type:
• Plain (Total Recording)
• Time Selective (Interaction-based Recording)
• Digital Matrix
3.2. From the Summation Support drop-down list, select the relevant settings:
• If Summation Support exists (you want the Logger to sum Rx and Tx and
record them on one channel), select Yes.
• If Summation Support does not exists, select No. (The Logger cannot sum
Rx and Tx input. In this case for summation, the Logger should be mapped to
a summed input source. If it is mapped to an unsummed input, then the Rx
and Tx will be recorded on two separate channels.)
list, select Yes.
NOTE: Inserter Support is only applicable for Plain (Total Recording) channels.


2. Define the Sources (the trunks) either using the Wizard or manually .
Select
Trunk

4. Proceed to configure source definitions, see Configuring Static Mapping on page 88.

NOTE: Plain (Total Recording) or Time Selective (Interaction-based Recording)
recording channels cannot be mapped using Dynamic Channel mapping.

Save
button
Passive VoIP Devices

There are two types of Passive VoIP Device recording channels:
• Total Recording (Plain)- uses Static Mapping
• Selective Recording (Interaction-based) - uses either Static Mapping or Dynamic Mapping
NOTE: When both Total Recording and Interaction-based Recording are required, you
can configure them at the same time.
Total-Recording Workflow Selective (Interaction-based)

Recording Workflow
Channels Definition Channels Definition
Sources Definition Sources Definition
OR
Static Mapping Static Mapping Dynamic Mapping
To record Passive VoIP Devices, follow the below procedures. See the Channel Mapping Guide
for detailed procedures.
To define channels definition:


Select Passive VoIP
3.1. From the Recording Type drop-down list, select Passive VoIP.
3.2. For Total Recording:
• In the Number of Total Passive VoIP Channels field, enter the relevant
number of channels.
• In the Number of Selective Passive VoIP Channels field, enter 0.
3.3. For Selective Recording:
• In the Number of Total Passive VoIP Channels field, enter 0.
• In the Number of Selective (Interaction-based) Passive VoIP Channels
field, enter the relevant number of channels.
3.4. Speaker Separation Support depends on the Logger configuration:
• If the source needs to be summed, select No.
• If the logger was set to record Rx and Tx, select Yes.
list, select Yes.

5. Proceed to configure source definitions, see Configuring Sources Definitions on page 91.
Configuring Sources Definitions

2. Define the Sources in one of the following ways:
2.1. Import source definitions directly from the Integrations (Switches):
2.1.1. Expand the relevant Sources attached to physical Switch.
2.1.2. Click and run the Import from Integrations wizard.

Figure 4-11 Update Channel Details Window - Import from Integrations
Import from Integrations
-or-
2.2. Define sources that are attached to a physical switch using either the Wizard or
manually .
NOTE: You must enter a static IP address for each device.
Select Passive
VoIP Devices

4. Proceed to configure static mapping, Configuring Static Mapping on page 92, or dynamic
mapping, Configuring Dynamic Mapping on page 92.
NOTE: Total-Recording must be mapped using Static Mapping.

Save
button
Configuring Dynamic Mapping

NOTE: Interaction-based recording can be mapped either by Static Mapping or
Dynamic Mapping.
To configure Dynamic Mapping:

1. In the Organization tree, expand the Dynamic Mapping branch.
2. Define Dynamic Channel Mapping. Follow the standard Dynamic Mapping procedures.

Save
button
Active VoIP Devices
Active VoIP Devices

There are three types of Active VoIP Device recording channels:
• Total Recording by Device
• Selective by Device
• Selective by Call
NOTE: When both Total Recording and Interaction-based Recording are required, you
can configure them at the same time.
Total-Recording By Selective By Call Selective By Device

Device Workflow Workflow Workflow
Channels
Channels Definition Channels Definition Definition
Sources
Sources Definition Sources Definition Definition
OR
Static Dynamic
Static Mapping Dynamic Mapping Mapping Mapping
To record Active VoIP Devices, following the below procedures. See the Channel Mapping Guide
for detailed procedures.


Active VoIP Devices
Select Active VoIP
3.1. From the Recording Type drop-down list, select Active VoIP.
3.2. In the Number of Total Active VoIP Channels by Device field, enter the relevant
number of channels.
3.3. In the Number of Selective Active VoIP Channels by Call field, enter the relevant
number of channels.
3.4. In the Number of Selective Active VoIP Channels by Device field, enter the
relevant number of channels.
3.5. Speaker Separation Support depends on the Logger configuration:
• If the source needs to be summed, select No.
• If the logger was set to record Rx and Tx, select Yes.
list, select Yes.


1. In the Organization tree, click the Sources Definition branch.
2. Define the Sources in one of the following ways:
Active VoIP Devices
2.1. Import source definitions directly from the Integrations (Switches):

2.1.1. Expand the relevant Sources attached to physical Switch.
2.1.2. Run the Import from Integrations wizard.
Figure 4-17 Update Channel Details Window - Wizard
Import from Integrations
-or-
2.2. Create source definitions either using the Wizard or manually .

Select Active VoIP

4. Proceed to configure static mapping, Configuring Static Mapping on page 97, or dynamic
mapping, Configuring Dynamic Mapping on page 97.
Active VoIP Devices

NOTE:
• Total by Device recording channels cannot be mapped using Dynamic Channel
Mapping and must be mapped by Static Mapping.
• Selective (Interaction-based) by Device recording channels can be mapped either
by Static Mapping or by Dynamic Mapping. For Dynamic Mapping, see Configuring
Dynamic Mapping on page 97.

Save
button
Configuring Dynamic Mapping

NOTE:
• Selective (Interaction-based) by Call recording channels cannot be mapped using
Static Channel Mapping and must be mapped by Dynamic Mapping.
• Selective (Interaction-based) by Device recording channels can be mapped either
by Static Mapping or Dynamic Mapping. For Static Mapping, see Configuring Static
Mapping on page 97.
To configure Dynamic Mapping:

1. In the Organization tree, expand the Dynamic Mapping branch.
2. Define Dynamic Channel Mapping. Follow the standard Dynamic Mapping procedures.
Active VoIP Devices
Save
button
5
Configuring Additional CTI Fields
(Business Data)
This section explains how to enable access to Genesys switch information that is not automatically
entered into NICE Interactions Center.
Contents
Accessing Genesys Switch Information (Business Data) ........................................100
Chapter 5: Configuring Additional CTI Fields (Business Data) 99
Accessing Genesys Switch Information (Business Data)

If you want to have access to Genesys switch information that is not automatically entered into the
NICE Interactions Center, you need to:
• Create a new Reserved Column in the Database Server.
• Map this new column to an Optional ID in the CLS Server.
Data fields automatically entered into the NICE Interactions Center are described in Supported
Database Fields on page 34.
IMPORTANT
• The available CTI fields change depending on the switch type. Ask your site engineer for a
list of available CTI fields.
• Each CTI field from the switch requires a specific amount of storage space (bytes) to store it
in the Database. Before you begin this procedure, you need to know the maximum size that
is required for each CTI field.
To access additional switch information (Business Data):

Mode.
2. In the Organization tree, under Master Site > Database Servers, select the relevant
database server.
Figure 5-2 Organization Tree
The Database Server details appear.
Figure 5-3 Database Server Details Area
3. Click the Reserved tab.

The Reserved Column Details area appears.
Figure 5-4 Reserved Column Details Area
4. Click Add.
The New Business Data window appears.
Figure 5-5 New Business Data Window
5. In the New Column Properties area, define as follows:

5.1. In the Column Name field, enter a name from of a business data field given to you by
the site engineer.
5.2. In the Alias Name field, enter an Alias name. It is recommended to enter the same
name as in the Column Name field.
5.3. From the Column Type drop-down list, select Text.
5.4. From the Size (bytes) list, select the storage space that is larger than the value
required for the data.
NOTE: Make sure that you choose a size that is more than sufficient for the CTI data.
The size you select determines the available New Optional IDs in the CLS Server.
After completing the next step, you cannot change the allotted storage space for the
data.
5.5. Click Create.
The new business data field appears in the Reserved Column Details area.
Figure 5-6 Reserved Column Details Area - With New Business Data Field
6. Repeat Step 4 to Step 5.5 for each additional business data field that you have.
Definitions > CLS Servers and select your CLS Server.
8. Click the Business Data tab.
The CLS Business Data section appears.
Figure 5-7 CLS Business Data Section
9. Select and double-click the relevant Business Data.

The Map optional window appears.
Figure 5-8 Map Optional Window
10. From the New Optional ID drop-down list, select an Optional ID whose size is correct for the
Business Data. (The list of available Optional IDs is determined by the size you selected in
Step 5.4 on page 102.) The type and size of each field is as follows:
Table 5-1: Optional ID Fields
Optional ID Field Numbers Type Maximum Size (Kb)
3, 4, 9, 10, 11, 12 Number N/A
1, 2, 13, 14, 15, 16 Text 20
7, 8 Text 30
5, 6, 17, 18, 19, 20, 21, 22 Text 40
23, 24, 25, 26, 27, 28, 29, 30 Text 80
31, 32 Text 120
11. Click OK to close the Map optional window.

12. Click Save.
IMPORTANT
If you added Business Data while the NICE Interactions Center was running, you must restart
the NICE Interactions Center.
13. To have access to these fields in Business Analyzer, change user permissions from the User’s
Administrator application. See the User’s Administrator Guide for more information.
14. To view these fields in Business Analyzer, change the Preferences as necessary. See the
Business Analyzer Guide for more information.
6
Installing the CTI Integration Software
You install the CTI Integration software after configuring the Genesys T-Server, as described in
Configuring CTI Integrations for Genesys T-Server on page 57.
Contents
Installing the NICE CTI Integration Software..............................................................106

Maintaining the NICE CTI Integration Software ......................................................... 112
Modifying the NICE CTI Integration software ........................................................... 112
Repairing NICE CTI Integration software ................................................................. 114
Removing NICE CTI Integration software ................................................................ 115
Upgrading the NICE CTI Integration software.......................................................... 117
Verifying the Version Number...................................................................................120
Chapter 6: Installing the CTI Integration Software 105
Installing the NICE CTI Integration Software

After configuring the Genesys switch, you install the CTI Integration software on the NICE
Interactions Center.
NOTE: It is preferable to install the CTI Integration software after performing the
configuration.
For a site with an existing CTI Integration software installed:
If you already have a version of the NICE CTI Integration software installed, you may perform
any of the following procedures:
• To add, modify, or remove the NICE CTI Integration software, see Maintaining the NICE
CTI Integration Software on page 112.
• To upgrade the NICE CTI Integration software, see Upgrading the NICE CTI Integration
software on page 117.
• To view the version number, see Verifying the Version Number on page 120.
To install the CTI Integration software:

1. In the Interactions Center Server, insert the CD/DVD in the drive.
2. Navigate to …\NICE Perform CTI Interaction Center\Interaction Center Drivers
9.12.x.x\Connection Manager Drivers, and double-click Setup.exe.
The NICE Perform CTI Wizard starts.
Figure 6-1 NICE Perform - CTI Setup Wizard
The Welcome window to the CTI Integration setup appears.
Figure 6-2 NICE Perform CTI - InstallShield Welcome Window
3. Click Next.
The Choose Destination Location window appears.
Figure 6-3 Choose Destination Location Window
4. To change the default installation path, click Browse and select the required path. In the
Choose Folder window, click OK.
5. Click Next. The Select Integrations window appears.
Figure 6-4 Select Integrations Window
Expand the
integration
Select Genesys
6. Expand the relevant integration, and select Genesys.

7. Click Next.
The System Administrator Server Location window appears.
Figure 6-5 System Administrator Server Location Window
Type the System Administrator

service location
Port number 62070
appears by default.
The associated Port number (62070) appears by default.

8. In the Hostname/IP address field, enter the location of the System Administrator service.
9. Click Next.
The Log On window appears.
Figure 6-6 Log On Window
Select the relevant option:

• To configure for a network user account, (default setting) continue with Step 10
on page 109.
-or-
• To configure for a local system account, continue with Step 11 on page 109.
10. For a network user account:
10.1. In the This Account field, enter the domain\user.
10.2. In the Password field, enter the password.
10.3. Continue with Step 12.
11. For a Local System Account, select Local System Account. Continue with Step 12.
12. Click Next. The Start Copying Files window appears.
Figure 6-8 Start Copying Files Window
13. Click Install. The Setup Status window appears and the installation begins.
Figure 6-9 Setup Status Window
The InstallShield Wizard Complete window appears.
Figure 6-10 InstallShield Wizard Complete Window
14. Click Finish. The Integration package is installed.
Maintaining the NICE CTI Integration Software

When necessary, you can modify, repair, or remove the NICE CTI Integration software. Select the
relevant procedure:
• Modifying the NICE CTI Integration software
Select this to change the type of integration.
• Repairing NICE CTI Integration software
Select this to repair the NICE CTI integration installation. It automatically reinstalls the
existing CTI integration software as it is currently setup.
• Removing NICE CTI Integration software
Select this to remove the NICE CTI integration installation.
Modifying the NICE CTI Integration software

You use the Modify option to change the integration type. Follow the procedure below to modify
the NICE CTI Integration software.
To modify the NICE CTI Integration software:

1. From the Control Panel, select Add or Remove Programs.
Figure 6-11 Add or Remove Programs Window
2. Select NICE Perform Release 3.1 - CTI and click Change/Remove.

The Welcome - CTI Setup window appears.
Figure 6-12 Welcome Window - Modify, Repair or Remove
3. Select Modify.
4. Click Next.
Follow the instructions to modify the software.
Repairing NICE CTI Integration software

You use the Repair option to repair the NICE CTI Integration installation. Follow the procedure
below to repair the NICE CTI Integration software.
To repair the NICE CTI Integration software:

Figure 6-13 Add or Remove Programs Window
2. Select NICE Perform Release 3.1 - CTI, and click Change/Remove.

3. Select Repair.
4. Click Next.
Follow the instructions to repair the software.
Removing NICE CTI Integration software

You use the Remove option to remove the NICE CTI Integration installation. Follow the procedure
below to remove the NICE CTI Integration software.
To remove the NICE CTI Integration software:

Figure 6-15 Add or Remove Programs
2. Select NICE Perform Release 3.1 - CTI and click Change/Remove.

3. Select Remove.
4. Click Next.
Follow the instructions to remove the software.
Upgrading the NICE CTI Integration software

When you need to install the upgrade of the latest NICE CTI Integration software, follow the
procedure below.
To upgrade the NICE CTI Integration software:

1. Insert the NICE Perform CTI Integration Suite Installation CD in the CD drive.
2. Navigate to the Integration installation program and double-click Setup.exe.
The NICE Perform CTI Wizard starts.
Figure 6-17 NICE Perform - CTI Setup Wizard
Figure 6-18 NICE Perform CTI - InstallShield Welcome Window
3. Click Next.
The Log On window appears.
Network user account

configuration
Select the relevant option:

• To configure for a network user account, (default setting) continue with Step 4
on page 118.
-or-
• To configure for a local system account, continue with Step 5 on page 118.
4. For a network user account:
4.1. In the This Account field, enter the domain\user.
4.2. In the Password field, enter the password.
5. For a Local System Account, select Local System Account.
Local user account

configuration
6. Click Next.
The Setup Status window appears and the upgrade installation begins.
The InstallShield Wizard Complete window appears asking whether you would like to restart
your computer now.
7. Select the desired option:

• Yes, I want to restart my computer now
-or-
• No, I will restart my computer later
8. Click Finish.
Verifying the Version Number

You can verify the CTI Integration installation version number from Add or Remove Programs.
To verify the CTI Integration installation version number:

2. Select NICE Perform Release 3.1 - CTI.
Figure 6-23 Add or Remove Programs
Click here to verify CTI version number
3. Click Click here for Support Information.

The Support Info window appears.
Figure 6-24 Add or Remove Programs - Support Info Window
Version number
4. Verify the version number.

5. Click Close to close the Add or Remove Programs.
7
Troubleshooting
This section provides troubleshooting scenarios and their solutions. Some of the troubleshooting
procedures described in this section must only be undertaken by the Site Manager.
Contents
Open Case Procedure ..................................................................................................122

Editing Reporting Levels .............................................................................................123
Troubleshooting ...........................................................................................................125
Chapter 7: Troubleshooting 121
Open Case Procedure
Open Case Procedure

If you need to send a problem to Customer Support at NICE, prepare the following information:
• List of monitored devices
• Recording environment
• Version of Genesys T-Server
• Version of NICE Interactions Center Server plus current Service Pack
• Devices information (VDN, ACD, Station, Voice Mail and so on)
• A description of the problem and specific scenarios if relevant (including Call ID, scenario and
time of call).
• The output file generated by NICE Interactions Center Spy (see NICE Events Spy
on page 141)
• CTI_Logs - at reporting level.
If you need to escalate the problem further:
• Run the Debug Services and send the files for analysis. (See NICE Debug Service
on page 134)
TIP: When sending the NICE Interactions Center Spy output file, the CTI_Logs and/or
the Debug Service, it is recommended to activate the tool before restarting the
driver. This will provide all traces and a more complete picture.
Editing Reporting Levels
WARNING
Reporting Levels may be helpful for troubleshooting. However, making changes to the Reporting
Levels can greatly add to the load on your system. Changing Reporting Levels should therefore
be done only by authorized personnel and in conjunction with NICE Customer Support.
Reporting Levels are defined automatically in the CTI Connection wizard for both the Connection
Manager and the Driver. You can edit the Reporting Levels for either the Connection Manager or
the Driver on the relevant tab.
By default, reporting levels are defined for the following:
• File - reports to the Log file located in the Integrations installation folder
• Event Log - reports to the Log files located in the Event Viewer
NOTE: The Event Viewer is a Microsoft feature which can be viewed in Control
Panel > Administrative Tools.
To edit the reporting levels:

Mode.
2. In the System Administrator, in the Organization tree, select one of the following:
• [Master Site] > CTI Integrations > Connection Manager > [the relevant Genesys
Connection Manager]
-or-
• [Master Site] > CTI Integrations > Driver > [the relevant Genesys Driver]
The selected Connection Manager or Driver definitions appear.
3. Expand Reporting Level.
Figure 7-2 Reporting Level Area
4. Select the desired row and click Edit. The Set Reporting Level window appears.
Figure 7-3 Set Reporting Level Window
5. Select the checkboxes for the reporting levels you want to include and click OK.
Troubleshooting
Troubleshooting
This section provides troubleshooting scenarios and their solutions.
Table 7-1: Troubleshooting Solutions
Problem Description Solution
Connection failure The driver prints the following Check that the IP address
message: and IP port are configured
GenesysStream::Connect correctly in the Switch Details
-TOpenSErver Ex failure window of the Generic Quick
Setup.
Warning messages The driver prints the following warning The driver is trying to query
appear (in green) message: the T-Server about the type of
during the Monitor GenesysStream::SyncSendReque the extension (such as DN or
Device process. st get_device_type failed. Queue).
T-Server message: “API operation If the T-Server cannot
not supported” accommodate the request,
the driver assumes the
default value (regular
extension).
This message can be
ignored.
Monitor Device The driver prints one of the following Check the following:
problem messages: • Make sure that the agent
GenesysStream::SyncSendReque extensions are properly
st-monitor_device failed. T-Server configured in the Drivers
message: “Invalid origination or branch in System
destination address” Administrator.
• Make sure that all the
devices are properly
configured in the
Genesys configuration
(CME or Tserver.cfg file)
located on the Genesys
CTI host.
• Make sure that the
extensions configured in
the Drivers branch in
System Administrator do
not include any invisible
characters, such as
spaces or tabs.
Troubleshooting
Table 7-1: Troubleshooting Solutions (Continued)
Problem Description Solution
Monitor Device GenesysStream::SyncSendReque Make sure that the number

problem st-monitor_device failed. T-Server defined in the T-Server for the
message: “No more licenses” parameter num_of_licenses
is more than the number of
agents to monitor.
Suspicious Error The driver prints the following warning This is probably caused by
messages appear in message: the fact that the driver is
the driver’s screen. GenesysStream::SyncSendReque trying to query the T-Server
st- get_device_type failed. for a device that does not
T-Server message: “One of the exist.
required parameters is missing” This message can be
ignored, since the driver
assumes the default value
(Station).
Suspicious Error The driver prints the following warning This is probably caused by
messages appear in message: the fact that the driver is
the driver’s screen. GenesysStream::SyncSendReque trying to query the T-Server
st- get_device_state failed. for a device that does not
T-Server message: “One of the exist.
required parameters is missing” This message can be
ignored, since the driver
assumes the default value
(State Connect).
In a Nortel Get ‘ffff’ string appears in the Trunk Install the most updated
configuration: field of the database. driver version and Support
Get ‘ffff’ in the Trunk Pack.
field.
8
Testing and Debugging Tools
This chapter describes the testing tools that enable you to troubleshoot driver configuration
problems.
Contents
Genesys Support Phone ..............................................................................................128

Logs Builder Application .............................................................................................132
NICE Debug Service .....................................................................................................134
NICE Events Spy ...........................................................................................................141
Connection Manager Monitor ......................................................................................146
Chapter 8: Testing and Debugging Tools 127
Genesys Support Phone

The Genesys Support Phone is a Genesys simulator that serves as an effective analysis tool
enabling you to connect to the T-Server, monitor stations and view events. You can also view the
telephony requests from the T-Server.
TIP: Since the Soft Phone enables you to see all the events that are reported in the
T-Server (without the NICE Interactions Center), you can use this tool to analyze
whether the Genesys driver is behaving as expected. In addition, use this tool to
observe and test whether the DS-1 extensions can observe properly.
To use the Genesys Soft Phone:

1. Double-click the TestPhone.exe file to launch the application. The Genesys Support Phone
window appears.
2. Click the Connection tab.
Figure 8-1 Dynamic Phone - Connection Tab
In the Host and Port fields, enter the IP address and port of the T-Server.
3. Click the Register tab.
Figure 8-2 Dynamic Phone - Register Tab
In the DN field, enter the device number that you want to monitor and click Register. The
device number is added to the list box in the bottom right corner.
4. To view an event log, click the Log tab.
Figure 8-3 Dynamic Phone - Log Tab
All the T-Server events appear for the monitored device; including the requests from the
T-Server, the responses of the T-Server and the unsolicited events on the monitored devices.
TIP: You can save the log to a file by clicking the tool.
5. To simulate an observation, click the Telephony tab.
Figure 8-4 Dynamic Phone - Telephony Tab
In this tab you can simulate an observation, as follows:

5.1. In the DN field, enter the DS-1 extension.
5.2. In the Destination field, enter the observed station.
5.3. Click Make. A call is simulated.
5.4. Click the Log tab to view the results of this simulation.
6. To attach business data to the call, click the Data tab.
Figure 8-5 Dynamic Phone - Data Tab
Credit: 111.111.1
6.1. Right-click on the User Data list box (in the middle of the tab). The Key Value string
window appears.
Figure 8-6 Key Value String Window
Credit
111.111.11
6.2. In the displayed window, enter the user data information and click OK. The User Data
is added to the User Data list box.
6.3. Click Attach Data.
Logs Builder Application

The Logs Builder application (Genesys Monitor application) connects to the Genesys T-Server and
dumps all the CTI events received from the T-Server into log files.
To install the Logs Builder:

1. Extract the GenesysMonitorApp.zip file into a newly created directory.
2. Check that the following files appear in the directory:
• common_md.dll
• tlib_md.dll
• config.ini
• MonitorAppReadMe.txt
• GenesysMonitorApp.exe
3. The config.ini file contains the parameters that Logs Builder uses to generate log files. Edit
the parameters as described in the MonitorAppReadMe.txt file.
Figure 8-7 Example of the Config.ini File for Logs Builder
4. Double-click GenesysMonitorApp.exe.
The Command Line window appears and summarizes the parameters by which the logs were
built.
Figure 8-8 Logs Builder Command Line
Two files are created in the directory:

• CtiText.log: Textual description of the events received by the Logs Builder
• CtiBinary.log: Binary description of the events received by the Logs Builder
NICE Debug Service
NICE Debug Service

The Debug Service enables you to gather data critical for solving problems stemming from the
transfer of events between the switch and the Connection Manager.
IMPORTANT
Do not attempt to solve bugs or other problems yourself. Use the Debug Service in coordination
with NICE Systems to gather the data as described below, and then send it to NICE Customer
Support for assistance.
This section includes the following topics:

• Setting Up the NICE Debug Service
• Accessing the NICE Debug Service
Setting Up the NICE Debug Service

The Debug Service enables NICE Customer Support to reproduce problematic scenarios.
WARNING
Using the Debug Service can greatly increase the load on your system. The DebugServiceMode
parameter default is therefore Idle. Using the Debug Service and changing the parameters
should be performed only by authorized personnel and in conjunction with NICE Customer
Support.
NOTE: To avoid confusion with any Debug files from previous sessions, it is highly
recommended to delete all existing Debug file(s) before activating the Debug Service.
To set up the Debug Service:

1. Verify that you are working in Technician mode: From the Accessories menu, select System
Administrator. From the Settings menu, select Technician Mode.
2. In the Organization tree, navigate to Master Site > CTI Integrations > Connection
Managers. Select the Connection Manager for which you want to set up the Debug Service.
3. Click the Interfaces tab and expand Configure Connection Manager - Interface
Parameters.
NICE Debug Service
Figure 8-9 Interfaces Tab
Double-click DebugServiceMode
4. Double-click the DebugServiceMode parameter.

The Set Parameter Value window appears.
Figure 8-10 Set Parameter Value Window
5. From the Value drop-down list, select Record and click OK.
6. Define the Debug Service parameters according to the following table:
NOTE: You can also create and add additional parameters by clicking Add.
NICE Debug Service
Parameter Name Description Default Value
DebugServiceMode • Idle - the Debug Service is disabled. Idle

• Record - the CTI Interface records every event,
request, and response.
• Debug - the CTI Interface receives events,
requests, and responses directly from the
Debug Service (to be used only by NICE
System personnel in lab environments).
DebuggingMode • Orignl_Intrvls - retains the original intervals Single_step

between events that were used by the switch.
• Fixed_Intrvls - events are transferred to the link
at fixed intervals, which are defined in the
FixedTimeInterval parameter.
• Single_Step - events are transferred upon user
input.
NOTE:
This parameter is activated only when you activate
the DebugServiceMode.
RecordingMode • Asynchronous - synchronization of the Asynchronous

requests and responses by the InvokeID is
defined by the switch.
• Semi_Synchronous - synchronization of the
requests and responses by the InvokeID is
defined by the Debug Service.
• Simple - No synchronization is performed.
NOTE:
This parameter is activated only when you activate
the DebugServiceMode.
DebugFilesFldr Defines the folder in which the files created by the Debug
Debug Service are saved.
NOTE:
• It is highly recommended to delete the contents
of the Debug folder before activating the Debug
Service.
• This parameter is activated only when you
activate the DebugServiceMode.
• The files are saved in binary format.
NICE Debug Service
Parameter Name Description Default Value
FixedTimeInterval Defines the value when you define Fixed_Intrvls as 0

the value for the DebuggingMode parameter
above.
NOTE:
• The value is defined in seconds.
AvailableDiskQuota Defines the maximum size allowed on the hard disk 300
for the Debug file you defined in the
DebugFilesFldr above.
• The value is defined in MB.
7. Before you can activate the Debug Service, you must first stop the Services.
7.1. Click Start > Run. The Run window appears.
7.2. In the Open field, enter services.msc and click OK. The Services window appears.
NICE Debug Service
Figure 8-11 Services Window
7.3. Select the Nice Integration Dispatch Service and double-click. The Nice Integration
Dispatch Service Properties window appears.
7.4. In the Service status area, click Stop. The Service status changes to Stopped.
7.5. Click OK.
8. To activate the Debug Service after you have defined the above parameters, close the
Connection Manager process in the NICE Interactions Center.
The Debug Service is activated when the Dispatch Service automatically restarts the
Connection Manager process.
NICE Debug Service
9. The Debug Service transfers the event data to the file you defined in the DebugFilesFldr
above.
For each debug session, the Debug Service automatically creates four debug files:
e_xxxxxxxxxx.dbg
e_xxxxxxxxxx.ndx
r_xxxxxxxxxx.dbg
r_xxxxxxxxxx.ndx
Where “xxxxxxxxxx” is the unique debug session identifier. The folder to which the above
files are transferred is located in D:\NICECTI\Integrations\Debug (default), or in the
location you defined in the DebugFilesFldr parameter above.
IMPORTANT
You must send all four Debug files to NICE Customer Support. If any one of the Debug files is
missing, the scenario cannot be reconstructed.
IMPORTANT
After you have sent off the Open Case Procedure, you need to return the Debug Service to its
original status. See Resetting the Debug Service.
Accessing the NICE Debug Service

NICE Systems provides a utility for viewing the Debug files. You then send the four Debug files to
NICE Customer Support.
To access the Debug files:

1. In the NICE Interactions Center, navigate to the Integrations folder (the default location is
D:\NICECTI\Integrations).
2. In the Tools folder, double-click IntegrationFileSplitter.exe.
The Integration File Splitter window appears.
NICE Debug Service
Figure 8-12 Integration File Splitter Window
Drag and drop

debug files into
the File Details
area
3. Drag and drop the Debug files into the File Details area.
The Debug files and the debug session identifier numbers appear in the File Details area.
4. When necessary, you can open and view the contents of the .dbg files.
IMPORTANT
Make sure that you send to NICE Customer Support the four debug files that correspond to the
debug session ID number.
NICE Events Spy
NICE Events Spy

NICE Events Spy enables you to trace events that are not in NICE Perform after they were
received from the PABX, translated and transferred to the Connection Manager, enabling you to
detect bugs or malfunctions.
WARNING
Using the NICE Events Spy can greatly increase the load on your system. The UseSpy
parameter default is therefore No. Using the NICE Events Spy and changing the parameters
should be performed only by authorized personnel and in conjunction with NICE Customer
Support.
Setting up the NICE Events Spy

The NICE Events Spy tool is part of the NICE Perform Applications Suite. After you define the
Events Spy in your system, you should set it up to receive events.
To set up the NICE Events Spy Tool:

2. In the Organization tree, navigate to Master Site > CTI Integrations > Connection
Managers. Select the Connection Manager for which you want to set up the NICE Events Spy
tool.
3. Click the Interfaces tab and expand Configure Connection Manager - Interface
Parameters.
Figure 8-13 Interfaces Tab
Double-click UseSpy
NICE Events Spy
4. Double-click the UseSpy parameter. The Set Parameter Value window appears.
5. From the Value drop-down list, select Yes and click OK.
6. Double-click the SpyMailSlot Name parameter. The Set Parameter Value window appears.
7. In the Value field, enter the name of the mailslot that you want to use in conjunction with
NICE Events Spy.
TIP: It is recommended to use a short name.
NOTE: The Value field is case sensitive.
8. Click OK.
NOTE: If the Integration is running, you should restart the Integration Service after
setting these definitions.
1. Click Start > Run.
2. In the Run window, in the Open field, enter services.msc and click OK.
3. In the Services Window, select the Nice Integration Dispatch Service and
double-click.
4. In the Service status area, click Start. The Service status changes to Started.
5. Click OK.
NICE Events Spy
Receiving Events
You should set up the Events Spy so that you can receive events.
To set up the NICE Events Spy to receive events:

1. On the NICE Interactions Center, navigate to the Integrations folder (the default location is
D:\NICECTI\Integrations). Double-click EventSpy.exe. The Events Spy window appears.
Figure 8-16 Events Spy Window
Event Type
Column
2. From the Connections menu, select Mailslot Connections for Receiving Events > Open
Mailslot. The Events Spy - Mailslot Name window appears.
Figure 8-17 Events Spy - Mailslot Name Window
3. Enter the name of the mailslot you defined in setting up the NICE Events Spy tool. Click OK.
The Events Spy begins to receive events from the switch. The events are listed in the Event
Type column of the Events Spy window, see Figure 8-16.
Saving Events
NICE Events Spy enables you to:
• Create and save events in an active log file.
• Save all current events.
• Save selected current events.
NICE Events Spy
You can save the files in either .xml or .bin formats.
Saving Events in a Log File

This option enables you to create a log file that saves all events from the time you create the file
until you close it.
To save events in a log file:

1. From the File menu, select Log to File.
2. To create a log file using the .xml format, click Log to XML File. To create a log file using the
.bin format, click Log to Binary File. The Save as window appears.
3. Save the file in any convenient location.
NOTE: To view the contents of any of the log files you created, from the File menu click
Open Log File.
Saving Current Events

This option enables you to create a file in which you can save all events that currently appear in the
Event Type column.
To save current events:

1. From the File menu, select Save Current Events to File.
2. To create a file using the .bin format, click Save all Events to Binary File. To create a file
using the .xml format, click Save all Events to XML File. The Save as window appears.
Saving Selected Current Events

This option enables you to create a file in which you can save selected events from the list that
currently appears in the Event Type column.
To save selected current events:

1. Select the events you want to save, clicking the events while holding down the <Ctrl> key.
2. From the File menu, select Log to File.
3. To create a file using the .bin format, click Save Only Selected Events to Binary File. To
create a file using the .xml format, click Save Only Selected Events to XML File. The Save
as window appears.
NICE Events Spy
Setting up the SimCTILink Tool

The SimCTILink tool simulates the transfer of events to the Connection Manager as if they
originated in the PABX. This enables you to save and analyze them without having to actually use
the PABX itself.
WARNING
Use of the SimCTILink tool must be coordinated in advance with NICE Systems and must be
performed only by authorized personnel. DO NOT attempt to use this tool on your own.
You must therefore leave the parameter default value as No unless specifically instructed to do
so by NICE Customer Support.
Sending Events
WARNING
You can send events to NICE Systems using the Events Spy window. Sending events is only
done when using the SimCTILink tool, and must be coordinated in advance with NICE Customer
Support.
Connection Manager Monitor

The NICE Connection Manager Monitor tool enables you to view the contents of the Connection
Manager’s tables. It also enables you to verify if:
• Devices are monitored
• Monitored devices are filtered
and
• Displays the loaded CTI links
• Displays connected clients.
Your next step is to connect the Connection Manager Monitor tool to the Connection Manager as a
client. It then receives events in addition to monitoring devices, enabling you to conduct simple
tests without running a driver.
This section describes the following topics:
• Setting up the Connection Manager Monitor
• Managing the Connection Manager Monitor
Setting up the Connection Manager Monitor

To set up the Connection Manager Monitor, follow the procedures below.
To set up Connection Manager Monitor:

1. In the NICE Interactions Center, navigate to the Integrations folder (the default location is
D:\NICECTI\Integrations). Double-click ConnectionManagerMonitor.exe. The
Connection Manager Monitor window appears.
Figure 8-18 Connection Manager Monitor Window
2. From the Monitor menu, select Connect. The Select Connection Manager window appears.
Figure 8-19 Select Connection Manager Window
Enter the Connection

Manager ID of the NICE
Interactions Center to which
you want to connect
3. Enter the Connection Manager ID of the NICE Interactions Center to which you want to
connect. Click OK. The Connection Manager Monitor displays the contents of the Connection
Manager tables.
Figure 8-20 Connection Manager Window - Tables
4. From the Client menu of the Connection Manager Monitor window, select Connect. The
Select Connection Manager window appears.
Figure 8-21 Connection Manager Window - Client Menu
Enter the Connection

Manager ID of the NICE
Interactions Center to which
you want to connect
5. Enter the Connection Manager ID of the NICE Interactions Center to which you want to
connect. Click OK.
After the Connection Manager Monitor establishes connection to the desired Connection
Manager, the Monitor, Stop Monitor, and Disconnect options in the Client menu become
enabled. The Client connection appears in the Clients area.
Figure 8-22 Connection Manager Monitor - Client Connection in Clients Area
Client
connection
6. From the Client menu, select Monitor. The Monitor Device window appears.
Figure 8-23 Monitor Device Window
6.1. In the Device ID field, enter the Device ID number of the Connection Manager to
which you want to connect.
6.2. In the Switch ID field, enter the Switch ID number.
6.3. From the Device Type drop-down list, select the appropriate device type.
6.4. Click Monitor. The response appears in the Output area.
Figure 8-24 Output Area
IMPORTANT
The Connection Manager Monitor window does not continuously refresh the data displayed in
the window; it only displays the data current at the time you establish the connection. To update
the data displayed in the window, click Update.
7. Click Update. The new Client appears in the Client Device Requests area.
Figure 8-25 Connection Manager Monitor - Client Device Requests Area
New
Client
Managing the Connection Manager Monitor

This section includes the following topics:
• Stopping the Connection Manager Monitor
• Disconnecting the Connection Manager Monitor Client
Stopping the Connection Manager Monitor
This procedure describes how to stop the Connection Manager Monitor when it is functioning as a
client.
To stop the Connection Manager Monitor:

1. From the Client menu of the Connection Manager Monitor window, select Stop Monitor. The
Stop Monitor Device window appears.
Figure 8-26 Stop Monitor Device Window
2. Enter the Device ID number and the Switch ID of the device you want to stop monitoring.
3. Click Stop Monitor. The response appears in the Output area.
Disconnecting the Connection Manager Monitor Client
This procedure describes how to disconnect the Connection Manager Monitor when it is
functioning as a client.
To disconnect the Connection Manager Monitor Client:

• From the Client menu of the Connection Manager Monitor window, select Disconnect.
The Client connection of the Connection Manager no longer appears in the Clients area and in
the Client Device Requests area.
A
Genesys T-Server Configuration
Parameters
The chapter describes additional parameters that are not included in the standard configuration
flow. You access these parameters when you edit an existing configuration or when you configure
individual components of the CTI.
Contents
Reporting Levels ..........................................................................................................154

Logger Parameters for Instant Callback.....................................................................154
Connection Manager - Additional Parameters...........................................................155
Connection Manager - Interface Parameters .............................................................157
Switch Driver - Additional Parameters .......................................................................160
Driver Interface - Additional Parameters ....................................................................162
Appendix A: Genesys T-Server Configuration Parameters 153
Reporting Levels
Reporting Levels
The Log Manager creates log message files and/or sends information regarding the Console and
the Event Log according to the predefined Reporting Level filter. See Editing Reporting Levels
on page 123 for more information.
Logger Parameters for Instant Callback

When configuring Instant Callback, the following parameters must be set in the Logger.
For T1 Instant Callback
IDLE signaling $2
Seize signaling $E
Seize acknowledge signaling $E
Call-answer signaling $E
Clear forward signaling $2
Clear backward signaling $2
Wink signaling $2
For E1 Instant Callback
IDLE signaling $D
Seize signaling $5
Seize acknowledge signaling $5
Call-answer signaling $5
Clear forward signaling $D
Clear backward signaling $D
Wink signaling $D
Connection Manager - Additional Parameters
WARNING
Changing parameters can seriously impact the system. Only authorized personnel should
change the CTI Interface Additional Parameters or create new ones.
You configure additional switch parameters for the Connection Manager when you:
• Edit an existing Connection Manager (see page 156).
• Configure CTI integration components separately by means of the New Connection Manager
wizard (see Configuring Individual Components on page 79).
Figure A-1 General Information Window
The following predefined additional parameters appear:
NOTE: You can also create and add additional parameters by clicking the Add
button.
Default
Parameter Name Description
Value
MaxClientDeviceRequests Defines the maximum number of device 10000
requests the Connection Manager can handle.
MaxClientRequests Defines the maximum number of client requests 10000
the Connection Manager can handle.
MaxClients Defines the maximum number of clients that can 100
be attached to the Connection Manager.
Default
Value
MaxMonitoredDevices Defines the maximum number of monitored 10000
devices up to which the Connection Manager
can handle. For example, if the value is 1000,
the Connection Manager can handle 999
monitored devices.
MaxSwitchIdToCTILinkEntries Defines the maximum number of CTI links the 10
Connection Manager can handle.
To edit additional switch parameters for the Connection Manager:
Figure A-2 Technician Mode
2. Expand Master Site > CTI Integrations > Connection Managers, and select the
Connection Manager you are using for Logger Activity Detection.
The General and Interfaces tabs appear.
Figure A-3 General and Interfaces Tabs of the Connection Manager
3. Expand the Additional Parameters area (Figure A-1 on page 155).

4. Double-click the row of the relevant parameter.
5. Enter the new value in the Value field.
6. Click OK.
Connection Manager - Interface Parameters
WARNING
change the Connection Manager Additional Parameters or create new ones.
You configure Connection Manager interfaces when you:

• Edit an existing Connection Manager (see page 158).
• Configure CTI integration components separately by means of the New Connection Manager
wizard (see Configuring Individual Components on page 79).
Figure A-4 Connection Manager Interfaces Window

button.
Default
Value
DllName The name of the DLL that contains the CTI Link read-only
translator. This DLL is dynamically installed
when you define a new Connection Manager.
KeepAliveInterval Defines the Keep Alive Interval time. The value 30
is defined in seconds.
UseSpy Defines if the Connection Manager reports link No
events to the NICE Events Spy tool.
See NICE Events Spy on page 141.
Default
Value
SpyMailSlotName Defines the name of the mailslot between the
Connection Manager and the NICE Events Spy
tool.
IMPORTANT: Define this parameter only if you
defined Yes for the UseSpy parameter.
UseSimCTILink Defines if the Connection Manager uses the No
SimCTILink tool to read events.
See NICE Events Spy on page 141.
SimMailSlotName Defines the name of the SIM mailslot between
the Connection Manager and the Spy tool.
IMPORTANT: Define this parameter only if you
defined Yes for the UseSimCTILink parameter.
To edit interface parameters for the Connection Manager:
2. Expand Master Site > CTI Integrations > Connection Managers, and select the
Connection Manager you are using for Logger Activity Detection.
The Connection Manager Details appear.
Figure A-6 General and Interfaces Tabs of the Connection Manager
3. Click the Interfaces tab, and select the interface you are using for the Connection Manager.
The interface parameters of the Connection Manager appear. (Figure A-4 on page 157).

6. Click OK.
Switch Driver - Additional Parameters
WARNING
change the switch Driver Additional Parameters or create new ones.
You configure the additional parameters of the switch Driver when you:
• Edit an existing Driver (see page 161).
• Configure CTI integration components separately by means of the Set New Driver wizard (see
Configuring Individual Components on page 79).
Figure A-7 General Information Window

button.
Default
Value
MaxCapiCommandRetries Defines the number of times the driver attempts 2
to send a command to the CAPI following a
failure.
MaxNumberOfCalls Defines the maximum number of calls in the 5000
concurrent calls buffer.
DelayBetweenStartFailed Defines the amount of time before the driver 30
LinksInSeconds reconnects to the CTI link following a failure.
The value is defined in seconds.
Default
Value
MaxCallDurationSec Defines the maximum time the driver allows a 7200
call to last until it is automatically disconnected.
The value is defined in seconds.
UseEventDB Defines if the driver uses the EventDB database No
for CTI Analysis.
CallTableHost Host name of the Call Table. localhost
CallTablePort Port number of the Call Table. 7272
To edit additional parameters for the switch Driver:
2. Expand Master Site > CTI Integrations > Drivers, and select the relevant Genesys
integration.
The Driver General Information area appears.
Figure A-9 Driver General Information of the Switch Driver
3. Expand the Additional Driver Parameters area (Figure A-7 on page 160).
6. Click OK.
Driver Interface - Additional Parameters
WARNING
change the switch Driver Additional Parameters or create new ones.
You configure the interface of the switch Driver when you:

• Edit an existing Driver (see page 163).
• Configure CTI integration components separately by means of the Set New Driver wizard (see
Configuring Individual Components on page 79).
Figure A-10 Additional Driver Switch Parameters
button.
Parameter Description
DHCP (VoIP only) Determines whether to wait for

RTP events. With static IP addresses,
waiting is not necessary.
WaitForTX (VoIP only) Determines whether to wait for

RX and TX to start recording an interaction.
If No is selected, recording starts with RX.
Parameter (Continued) Description
PassOriginalCallID Determines whether to give the call ID of the

switch as opposed to the Genesys call ID.
NOTE: For an Avaya DMCC configuration,
select Yes to enable Single-Step
Conference recording mode.
EnableFlushCalls Determines whether to flush open calls

when initializing a connection.
SaveOriginalMapDevice When mapping, determines whether to

report the original source device.
ActivityAgentMode Determines the Agent Activity mode for the

interface.
TimeOut Time in milliseconds to wait for a link

response to a request.
MilliDelayBetweenCTIRequests Time in milliseconds to wait between CTI

requests.
CTIRequestRetries Number of times to initiate the same CTI

request.
MilliDelayBetweenGetLinkStatusRequests Time in milliseconds to wait between Get

Link Status requests.
GetLinkStatusRetries Number of times to initiate the same Get

Link Status request.
FailedMonitoredThreadMinutesDelay Time in minutes to wait before activating a

thread to monitor devices that the link failed
to monitor.
BackedUpInterfaceID Interface ID of the CTI link in line for backup.
To edit additional parameters for the switch Driver:
2. Expand Master Site > CTI Integrations > Drivers, and select the relevant Genesys
integration.
The Driver General Information area appears.
Figure A-12 Driver General Information of the Switch Driver
3. Click the Interfaces tab, and select the relevant CTI interface.
Figure A-13 Attach CTI Interfaces Area
4. Click Configure.
The Driver - Interface Configuration window appears (Figure A-10 on page 162).
7. Click OK.
Index
A troubleshooting 126
Events Spy
ACD positions
Nortel Symposium 49 defining SpyMailSlot Name parameter 142
Alcatel OmniPCX Enterprise defining the UseSpy parameter 142
integration specifications 15 receiving events 143
Aspect agent configuration 51 saving events 143
Aspect Call Center sending events 145
integration specifications 16 setting up 141
Aspect Spectrum
integration specifications 17 F
Avaya Communication Manager features
integration specifications 18 supported 32
C G
call types Genesys Configuration Manager 43
supported 32 Genesys Support Phone 128
call types and features, supported 32 Genesys T-Server
Channel-Mapping checking status and configuration 53
Extension-side Recording workflow 83 description 28
connection failure testing device configuration 54
troubleshooting 125
Connection Manager I
additional parameters 155 Instant Callback
interface parameters 157 Logger parameters 154
Connection Manager Monitor Integration
managing 151 installation 106
setting up 146 integration
CTI Interface architecture workflow 27
configuration wizard 58 installation workflow 13
specifications 14
D Interaction Center
description 28
database fields, supported 34
Debug service
setting up 134 L
DN configuration licenses
confirming 42 checking Genesys T-Server 43
driver interface using FlexLM License Manager 44
additional parameters 162 using Genesys Configuration Manager 43
limitations
E Alcatel 36
Aspect 37
Ericsson MX-ONE
integration specifications 20 Avaya 37
error messages CTI driver 36
Index 165
Ericsson 37
Nortel 37
S
Siemens Hicom International
Siemens 39 integration specifications 24
T-Server 36 Siemens Hicom USA
Logger parameters integration specifications 25
for Instant Callback 154 Siemens HiPath
Logger, see NiceLog Logger or NiceScreen Logger integration specifications 26
Logs Builder Application 132 SimCTILink Tool 145
SpyMailSlot Name parameter 142
M switch DN definitions
monitor device problem confirming 42
troubleshooting 125, 126 switch driver
additional parameters 160
N
NEC APEX T
integration specifications 22 TCP link
NEC NEAX viewing 45
integration specifications 22 tools
NEC SV7000 Connection Manager Monitor 146
integration specifications 22 Genesys Support Phone 128
NICE Interaction Center Logs Builder Application 132
description 28 NICE Debug Service 134
NiceLog Logger NICE Events Spy 141
description 28 troubleshooting
NiceScreen Logger connection failure 125
description 28 error messages 126
Nortel Communications Server monitor device problem 125, 126
integration specifications 23 Nortel error 126
Nortel error open case procedure 122
troubleshooting 126 warning messages 125
Nortel Symposium trunk
ACD positions 49 workflow 86
P U
passive VoIP device UseSpy parameter 142
workflow 89
W
R warning messages
recording solutions 29 troubleshooting 125
redundancy workflow
checking Genesys configuration 47 integration 13
reporting levels passive VoIP device 89
configuring 154 trunk 86
Rockwell see Aspect Spectrum
Index 166

Integration With Genesys T-Server

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Integration With Genesys T-Server

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NICE Perform®

Integration with Genesys T-Server

APAC Region: (Asia/Pacific)

The Americas Region: (North, Central, South America)

NICE invites you to join the NICE User Group (NUG).

International Headquarters-Israel North America

NICE Perform Site Installation Overview...................................................................... 12

NICE Perform Site Installation Overview

Legend: Prepare Machines

Connect one of the following:

Install VoIP Recording Gateway (VRG) and

Configure the NICE Interactions Center in the System Administrator

You are Here Configure and then Install CTI Integrations

Define Channel Mapping in the System Administrator

Install NICE IA Link Analysis Server

Install relevant optional components and define in System Administrator:

Install the latest approved NICE Update

Perform Required Installation and Acceptance Test Procedures

Genesys T-Server Integration Workflow

Optional Configuring CTI Integrations for Genesys T-Server

Configuring Channel Mapping for Genesys

Configuring Additional CTI Fields (Business Data)

Installing the CTI Integration Software

Alcatel-Lucent OmniPCX Enterprise (4400)

Driver Switch Configuration

Switch name and Alcatel-Lucent OMNIPCX Enterprise (4400)

Interface type Genesys T-Server CTI

• Station-side Total, Interaction-based (for all recording methods)

Features Free Seating, Compound Call

CTI fields available See Supported Database Fields on page 34.

Number of Contact your site engineer for business data fields.

Aspect Call Center

Driver Switch Configuration

Switch name and Aspect Call Center

Interface type Genesys T-Server CTI

• Station-side Total, Interaction-based (for all recording methods)

Features Free Seating, Compound Call

CTI fields available See Supported Database Fields on page 34.

Number of Contact your site engineer for business data fields.

Aspect Spectrum (Rockwell)

Driver Switch Configuration

Switch name Aspect Spectrum (Rockwell)

Interface type Genesys T-Server CTI

• Station-side Total, Interaction-based

Features Free Seating, Compound Call

CTI fields available See Supported Database Fields on page 34.

Number of Contact your site engineer for business data fields.

Avaya Communication Manager

Driver Switch Configuration

Switch name Avaya Communication Manager

Interface type Genesys T-Server CTI

• Station-side Total, Interaction-based (for all recording methods)

Features Free Seating, Compound Call

CTI fields available See Supported Database Fields on page 34.

Number of Contact your site engineer for business data fields.

Driver Switch Configuration

Switch name and Cisco CallManager

Interface type Genesys T-Server CTI

• Passive RTP Total, Interaction-based (for all recording methods)

Features Free Seating, Compound Call

CTI fields available See Supported Database Fields on page 34.

Number of Contact your site engineer for business data fields.