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NICE Perform®
NICE Perform®
   
       
 
       
     
     

Insight from Interactions TM

Guide                       Insight from Interactions TM

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360 o View, ACTIMIZE, Actimize logo, Alpha, Customer Feedback, Dispatcher Assessment, Encorder, eNiceLink, Executive Connect, Executive Insight, FAST, FAST alpha Blue, FAST alpha Silver, FAST Video Security, Freedom, Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions, Investigator, Last Message Replay, Mirra, My Universe, NICE, NICE logo, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NICE Inform, NICE Learning, NiceLog, NICE Perform, NiceScreen, NICE SmartCenter, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse Compact, NiceVision, NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision Harmony, NiceVision Mobile, NiceVision Net, NiceVision NVSAT, NiceVision Pro, Performix, Playback Organizer, Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe, Wordnet are trademarks and registered trademarks of NICE Systems Ltd. All other registered and unregistered trademarks are the property of their respective owners.

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385A0647-01 Rev. A0

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Please visit NICE at www.nice.com

1

Introduction

Contents

1 Introduction Contents 9 Database Names and Descriptions   . . . . . . .
1 Introduction Contents 9 Database Names and Descriptions   . . . . . . .
1 Introduction Contents 9 Database Names and Descriptions   . . . . . . .
1 Introduction Contents 9 Database Names and Descriptions   . . . . . . .
1 Introduction Contents 9 Database Names and Descriptions   . . . . . . .
1 Introduction Contents 9 Database Names and Descriptions   . . . . . . .

9

Database Names and Descriptions

 

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. 10

Setting up the Servers

 

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Requirements

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Verifying Windows NT Authentication Configurations

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Setting up the Microsoft SQL Server 2005

 

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. 15

Setting up the SNMP Service

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. 15

Installing the SNMP Service

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. 15

Defining the SNMP Trap

 

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. 16

Reindex Table

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. 21

Calculating Database Size

 

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. 21

Language Settings

 

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. 22

Microsoft SQL Server 2005 Analysis Services

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. 22

nice_as_text_analysis Multidimensional Database

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. 22

Data Mart Server

 

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. 22

Workflow

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. 23

2

Installing the NICE Perform Database Suite

 

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About the NICE Perform Database Suite

 

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Installing the NICE Perform Database Suite Software

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. 27

Contents

5

NICE Perform ® Release 3: NICE Perform Databases Installation Guide

3 Installing the nice_as_text _analysis Database 37   About the nice_as_text_analysis Database 38 Installing
3 Installing the nice_as_text _analysis Database 37   About the nice_as_text_analysis Database 38 Installing
3 Installing the nice_as_text _analysis Database 37   About the nice_as_text_analysis Database 38 Installing

3

Installing the nice_as_text_analysis Database

37

 

About the nice_as_text_analysis Database

38

Installing the nice_as_text_analysis Database

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. 38

4

Configuring the NICE Perform Database Suite

 

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Configuring the NICE Perform Database Suite in the System .

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. 46

Creating Links Between the Databases

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5

Configuring the nice_as_text_analysis Database

 

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Configuring the nice_as_text_analysis Database in the System .

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. 52

A

Uninstalling the NICE Perform Database Suite Databases

 

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B

Uninstalling the nice_as_text_analysis Database

 

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C

Using the NICE Database Utilities

 

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Running the DBAgnose Utility

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Running the DBSpace Utility

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. 72

D

Analysis Services Definitions

75

Defining the SQL Server Analysis Services Service

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Defining the Local System Account

77

Contents

6

NICE Perform ® Release 3: NICE Perform Databases Installation Guide

E Creating Domain Users and Assigning Privileges 79 Setting up a Domain User on the
E Creating Domain Users and Assigning Privileges 79 Setting up a Domain User on the
E Creating Domain Users and Assigning Privileges 79 Setting up a Domain User on the

E

Creating Domain Users and Assigning Privileges

79

Setting up a Domain User on the Active Directory

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Creating a Domain User on the Active Directory

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Assigning Privileges to the Domain User on the Active Directory

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Setting up the Domain User on the Domain Client Computer

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Assigning Privileges to the Domain User on the Domain Client Computer

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Updating Privileges of the Domain User on the Domain Client Computer

89

Verifying NT Authentication Security Settings

91

Index

Contents

93

7

NICE Perform ® Release 3: NICE Perform Databases Installation Guide

Blank page for double-sided printing.

Introduction

1

Introduction 1 This manual describes the procedures for insta lling and configuring all NICE Perform databases
Introduction 1 This manual describes the procedures for insta lling and configuring all NICE Perform databases
Introduction 1 This manual describes the procedures for insta lling and configuring all NICE Perform databases
Introduction 1 This manual describes the procedures for insta lling and configuring all NICE Perform databases
Introduction 1 This manual describes the procedures for insta lling and configuring all NICE Perform databases
Introduction 1 This manual describes the procedures for insta lling and configuring all NICE Perform databases

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

Contents

Perform databases on their respective servers. Contents Database Names and Descriptions 10 Setting up the
Perform databases on their respective servers. Contents Database Names and Descriptions 10 Setting up the
Perform databases on their respective servers. Contents Database Names and Descriptions 10 Setting up the

Database Names and Descriptions

10

Setting up the Servers

11

Reindex Table Job

21

Calculating Database Size

21

Language Settings

22

Microsoft SQL Server 2005 Analysis Services

22

Workflow

23

Chapter 1: Introduction

9

NICE Perform ® Release 3: NICE Perform Databases Installation Guide

Database Names and Descriptions Database Names and Descriptions The following tables list all th e

Database Names and Descriptions

Database Names and Descriptions

Database Names and Descriptions

The following tables list all the databases included in the NICE Perform Database Suite:

Table 1-1: Required Databases

Database

Description

nice_admin

The Administration database. Contains information such as all user/agent details, administrative settings, and privileges. Information from the Users Administrator and System Administrator are stored in this database.

nice_audit

Contains a record of actions in the system for use by the Audit Trail in Business Analyzer. For example, agent login and report requests.

nice_ca

Contains Audio Analysis information.

nice_interactions

The Interactions database. Stores identifying information about each interaction. For example, Start time and agent ID. The actual recordings are stored on the Loggers. This database must link to all the other databases for Query searches.

nice_rule

Contains information from the Rules Manager.

Table 1-2: Optional Component Databases

Database

Description

nice_crypto

Serves as a repository for encryption keys for the NICE Key Storage Manager (KSM) application.

nice_cti_analysis

Contains information from your switch used by Business Analyzer and not included in the nice_interactions database.

nice_dw

Required for use with Data Mart.

nice_ib

Used in Financial Trading Floor (Compliance) configurations only.

nice_pbs_data

Required for use with the Playback Server.

nice_qa

Required for use with Coaching and Clips in the Business Analyzer.

nice_reporter

Contains information for the Reporter.

nice_screen_sense

Required for use with ScreenSense.

nice_storage_center

Required for use with Storage Center.

nice_storage_center Required for use with Storage Center. NOTE: In addition, NICE Perform also uses the

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

Chapter 1: Introduction

10

NICE Perform ® Release 3: NICE Perform Databases Installation Guide

Setting up the Servers Setting up the Servers The NICE Perform Database Suite is installed

Setting up the Servers

Setting up the Servers

Setting up the Servers

The NICE Perform Database Suite is installed on the NICE Perform Database Server. In addition, depending on your site’s demands and configuration, it may be necessary to install some NICE Perform databases on other servers.

The following sections apply to all servers used for NICE Perform databases:

Requirements (see page 11)

Verifying Windows NT Authentication Configurations (see page 12)

Setting up the Microsoft SQL Server 2005 (see page 15)

Setting up the SNMP Service (see page 15)

Requirements

• Setting up the SNMP Service (see page 15) Requirements IMPORTANT When your site uses a

IMPORTANT

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

Hardware and Software Requirements

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

Chapter 1: Introduction

11

NICE Perform ® Release 3: NICE Perform Databases Installation Guide

Setting up the Servers Verifying Windows NT Authentication Configurations The NICE Perform Database Suite can

Setting up the Servers

Setting up the Servers

Verifying Windows NT Authentication Configurations

The NICE Perform Database Suite can use either SQL Authentication or Windows NT Authentication. However, due to its superior security features, it is recommended to use Windows NT Authentication.

IMPORTANT

If your site includes the nice_as_text_analysis database, which is used for NICE Perform’s Analytics feature, you must use NT Authentication for all servers.

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

IMPORTANT

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

The two Domain Users must have full local administrator privileges.

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

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

Chapter 1: Introduction

12

NICE Perform ® Release 3: NICE Perform Databases Installation Guide

Setting up the Servers Figure 1-1 Computer Management Window - Application Server - Nice Services

Setting up the Servers

Setting up the Servers

Figure 1-1

Computer Management Window - Application Server - Nice Services

“Log On As” Column

- Application Server - Nice Services “Log On As” Column Nice Services • Domain User for

Nice Services

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

SQL Server (MSSQLSERVER)

SQL Server Agent (MSSQLSERVER)

SQL Server Browser

SQL Server Integration Services

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

SQL Server Analysis Services (MSSQLSERVER)

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

Chapter 1: Introduction

13

NICE Perform ® Release 3: NICE Perform Databases Installation Guide

Setting up the Servers Figure 1-2 Computer Management Window - Application Server - SQL Services

Setting up the Servers

Setting up the Servers

Figure 1-2

Computer Management Window - Application Server - SQL Services

“Log On As” Column

- Application Server - SQL Services “Log On As” Column SQL Services NOTE: If you use

SQL Services

Server - SQL Services “Log On As” Column SQL Services NOTE: If you use the same

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

Chapter 1: Introduction

14

NICE Perform ® Release 3: NICE Perform Databases Installation Guide

Setting up the Servers Setting up the Micros oft SQL Server 2005 All NICE Perform

Setting up the Servers

Setting up the Servers

Setting up the Microsoft SQL Server 2005

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

Setting up the SNMP Service

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

Installing the SNMP Service (see page 15)

Defining the SNMP Trap (see page 16)

Installing the SNMP Service

Use this procedure to add the SNMP service and SNMP Traps service to your Windows components. Then you must configure the SNMP service.

To add SNMP services, you must have access to the I386 directory from the OS installation CD-ROM.

to the I386 directory from the OS installation CD-ROM. To install the SNMP services: 1 .
to the I386 directory from the OS installation CD-ROM. To install the SNMP services: 1 .

To install the SNMP services:

1. From the Control Panel, select Add/Remove Programs.

2. Click the Add/Remove Windows Components icon.

The Windows Components wizard starts.

Figure 1-3

Windows Components Wizard

wizard starts. Figure 1-3 Windows Components Wizard 3. Mark the Management and Monitoring Tools checkbox.

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

Chapter 1: Introduction

15

NICE Perform ® Release 3: NICE Perform Databases Installation Guide

Setting up the Servers 4. Click the Details button. The Management and Monitoring Tools window

Setting up the Servers

Setting up the Servers

4. Click the Details button. The Management and Monitoring Tools window appears.

Figure 1-4

Management and Monitoring Tools Window

appears. Figure 1-4 Management and Monitoring Tools Window 5. Mark the Simple Network Manager Protocol checkbox,

5. Mark the Simple Network Manager Protocol checkbox, and click OK.

6. Click Next.

7. At the prompt, insert the OS installation CD in your CD-ROM drive or point to the location of the I386 system directory files.

The SNMP service and the SNMP Traps service are installed.

8. Click Finish.

You must now configure the SNMP service.

Defining the SNMP Trap

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

public (for read-only)

admin (for read-write)

If your site uses customized community names, you must configure the monitored servers and the NMS servers with the identical community names.

and the NMS servers with the identical community names. To configure the SNMP service: 1 .
and the NMS servers with the identical community names. To configure the SNMP service: 1 .

To configure the SNMP service:

1. From the Control Panel, choose Administrative Tools > Services. The Services window appears.

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

The SNMP Service Properties window (General tab) appears.

Chapter 1: Introduction

16

NICE Perform ® Release 3: NICE Perform Databases Installation Guide

Setting up the Servers Figure 1-5 SNMP Service Properties Window - General Tab 3. In

Setting up the Servers

Setting up the Servers

Figure 1-5

SNMP Service Properties Window - General Tab

Figure 1-5 SNMP Service Properties Window - General Tab 3. In the Startup type drop-down list,

3. In the Startup type drop-down list, choose Automatic.

4. Click the Log On tab. Skip this step for a Storage Center server.

Log On tab. Skip this step for a Storage Center server. NOTE: For a Storage Center

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

Figure 1-6

SNMP Service Properties Window - Log On Tab

Figure 1-6 SNMP Service Properties Window - Log On Tab Chapter 1: Introduction 17 NICE Perform

Chapter 1: Introduction

17

NICE Perform ® Release 3: NICE Perform Databases Installation Guide

Setting up the Servers Configure as follows (for all servers except the Storage Center server):

Setting up the Servers

Setting up the Servers

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

a. Select Local System Account.

b. Then, mark the Allow service to interact with desktop checkbox.

5. Click the Recovery tab.

Figure 1-7

SNMP Service Properties Window - Recovery Tab

Figure 1-7 SNMP Service Properties Window - Recovery Tab 6. Choose Restart the Service for all

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

Chapter 1: Introduction

18

NICE Perform ® Release 3: NICE Perform Databases Installation Guide

Setting up the Servers 7. Click the Traps tab. Figure 1-8 SNMP Service Properties Window

Setting up the Servers

Setting up the Servers

7. Click the Traps tab.

Figure 1-8

SNMP Service Properties Window - Traps Tab

tab. Figure 1-8 SNMP Service Properties Window - Traps Tab 8. In the Community Name field,

8. In the Community Name field, type public (in lower case letters).

9. Define the IP address of the NMS server where trap messages will be sent, as follows:

a. In the Trap Destinations area, click Add.

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

Chapter 1: Introduction

19

NICE Perform ® Release 3: NICE Perform Databases Installation Guide

Setting up the Servers 10. Click the Security tab. Figure 1-9 SNMP Service Prope rties

Setting up the Servers

Setting up the Servers

10. Click the Security tab.

Figure 1-9

SNMP Service Properties Window - Security Tab

Figure 1-9 SNMP Service Prope rties Window - Security Tab Confirm that: • The Send authentication

Confirm that:

The Send authentication trap checkbox is unmarked.

In the Accepted community names area, public appears with Read Only privileges.

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

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

Figure 1-10

SNMP Service Configuration Window

appears. Figure 1-10 SNMP Service Configuration Window b. In the Community rights field, select Read Write

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

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

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

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Reindex Table Job 12. Select Accept SNMP packets from any host . ( Localhost appears

Reindex Table Job

Reindex Table Job

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

packets from any host . ( Localhost appears in the list.) IMPORTANT If your site uses

IMPORTANT

If your site uses customized community names, you must change public and admin to the appropriate community name.

13. In the SNMP Service Properties window, click Apply. Then click OK.

14. Restart the SNMP service.

Reindex Table Job

IMPORTANT

IMPORTANT

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

 

The NICE Perform Database installation program automatically creates an SQL Server Agent job called Reindex Table. This job is critical for maintaining proper system performance.

Since the NICE Perform Database Suite does not archive calls while the Reindex Table job is running, the job is defined by default to run every Sunday morning at 02:00 (2 am), when activity at most sites is quiet. If the default time is not suitable for the needs of your site, you must define a different, more convenient time.

IMPORTANT

IMPORTANT

It is recommended to run the Reindex Table job once every week. To run the job less often will have adverse effects on your system’s performance; you should not define the job to run less than once a month.

 

If your site is in continuous use with no opportunity to run the Reindex Table job, contact NICE Systems Customer Services.

NOTE: The running time of the Reindex Table job depends on both the size and

NOTE: The running time of the Reindex Table job depends on both the size and amount of activity on the site, and therefore varies from site to site.

Calculating Database Size

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

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NICE Perform ® Release 3: NICE Perform Databases Installation Guide

Language Settings Language Settings All NICE Perform servers must run on an Eng lish-language operating

Language Settings

Language Settings

Language Settings

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

Microsoft SQL Server 2005 Analysis Services

If you want to use NICE Perform’s Analytics feature, you must first enable the SQL Server 2005 Analysis Services. You can enable the SQL Analysis Services while installing SQL Server 2005 using either the NICE SQL Auto Setup 2005 or the standard manual installation. For full details refer to the Microsoft SQL 2005 for NICE Perform Guide.

In addition, you can also enable the SQL Analysis Services by defining the Start Mode of the SQL Server Analysis Services service as Automatic (see Appendix D, Analysis Services Definitions on page 75).

Only after enabling the SQL Analysis Services can you install the nice_as_text_analysis database on the SQL Analysis Services.

nice_as_text_analysis Multidimensional Database

The nice_as_text_analysis database is installed on the SQL Server 2005 Analysis Services and is used in conjunction with the NICE Perform ClearSight application. The cube in the nice_as_text_analysis database provides analytic capabilities for ClearSight. You install the nice_as_text_analysis database on the Data Mart Server.

nice_as_text_analysis database on the Data Mart Server. NOTE: The nice_as_text_analysis database is the only

NOTE: The nice_as_text_analysis database is the only database in the NICE Perform Database Suite that is a multidimensional database; all other databases are relational databases.

Data Mart Server

To improve system performance, especially in systems with very large databases, you install the

nice_as_text_analysis database together with the nice_dw database and the nice_reporter

database on a dedicated server, called the Data Mart Server.

Therefore, in sites that include both the Database Server and the Data Mart Server, you must run the NICE SQL Auto Setup 2005 twice, once on the Database Server, and once on the Data Mart Server. However, you enable Analysis Services only on the Data Mart Server; the nice_as_text_analysis database is the only database that runs on the SQL Server 2005 Analysis Services.

that runs on the SQL Server 2005 Analysis Services. IMPORTANT You must install the nice_as_text_analysis

IMPORTANT

You must install the nice_as_text_analysis database on the same computer that you installed the nice_dw and nice_reporter databases.

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NICE Perform ® Release 3: NICE Perform Databases Installation Guide

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

Workflow

Workflow

Workflow

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

Procedure

Refer to

d configure the NICE Perform databases: Procedure Refer to Install Microsoft SQL Server 2005 See Microsoft

Install Microsoft SQL Server 2005

See Microsoft SQL Server 2005 Guide for NICE Perform Microsoft SQL Server 2005 Guide for NICE Perform

2005 See Microsoft SQL Server 2005 Guide for NICE Perform Install NICE Perform Database Suite See
2005 See Microsoft SQL Server 2005 Guide for NICE Perform Install NICE Perform Database Suite See
2005 See Microsoft SQL Server 2005 Guide for NICE Perform Install NICE Perform Database Suite See
2005 See Microsoft SQL Server 2005 Guide for NICE Perform Install NICE Perform Database Suite See
2005 See Microsoft SQL Server 2005 Guide for NICE Perform Install NICE Perform Database Suite See

Install NICE Perform Database Suite

Guide for NICE Perform Install NICE Perform Database Suite See Chapter 2 , Installing the NICE

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

2 , Installing the NICE Perform Database Suite on page 25 Install nice_as_text_analysis Database (for NICE
2 , Installing the NICE Perform Database Suite on page 25 Install nice_as_text_analysis Database (for NICE
2 , Installing the NICE Perform Database Suite on page 25 Install nice_as_text_analysis Database (for NICE
2 , Installing the NICE Perform Database Suite on page 25 Install nice_as_text_analysis Database (for NICE
2 , Installing the NICE Perform Database Suite on page 25 Install nice_as_text_analysis Database (for NICE
2 , Installing the NICE Perform Database Suite on page 25 Install nice_as_text_analysis Database (for NICE
2 , Installing the NICE Perform Database Suite on page 25 Install nice_as_text_analysis Database (for NICE

Install nice_as_text_analysis Database

(for NICE Perform Analytics only)

Database (for NICE Perform Analytics only) Install NICE Perform Application Suite See Chapter 3 ,
Database (for NICE Perform Analytics only) Install NICE Perform Application Suite See Chapter 3 ,
Database (for NICE Perform Analytics only) Install NICE Perform Application Suite See Chapter 3 ,
Database (for NICE Perform Analytics only) Install NICE Perform Application Suite See Chapter 3 ,
Database (for NICE Perform Analytics only) Install NICE Perform Application Suite See Chapter 3 ,
Database (for NICE Perform Analytics only) Install NICE Perform Application Suite See Chapter 3 ,

Install NICE Perform Application Suite

See Chapter 3, Installing the nice_as_text_analysis Database on page 37

See NICE Perform Application Suite Installation Guide NICE Perform Application Suite Installation Guide

37 See NICE Perform Application Suite Installation Guide Configure NICE Perform Database Suite See Chapter 4
37 See NICE Perform Application Suite Installation Guide Configure NICE Perform Database Suite See Chapter 4
37 See NICE Perform Application Suite Installation Guide Configure NICE Perform Database Suite See Chapter 4
37 See NICE Perform Application Suite Installation Guide Configure NICE Perform Database Suite See Chapter 4
37 See NICE Perform Application Suite Installation Guide Configure NICE Perform Database Suite See Chapter 4

Configure NICE Perform Database Suite

Installation Guide Configure NICE Perform Database Suite See Chapter 4 , Configuring the NICE Perform Database

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

, Configuring the NICE Perform Database Suite on page 45 Configure nice_as_text_analysis Database (for NICE Perform
, Configuring the NICE Perform Database Suite on page 45 Configure nice_as_text_analysis Database (for NICE Perform
, Configuring the NICE Perform Database Suite on page 45 Configure nice_as_text_analysis Database (for NICE Perform
, Configuring the NICE Perform Database Suite on page 45 Configure nice_as_text_analysis Database (for NICE Perform
, Configuring the NICE Perform Database Suite on page 45 Configure nice_as_text_analysis Database (for NICE Perform

Configure nice_as_text_analysis Database

(for NICE Perform Analytics only)

Database (for NICE Perform Analytics only) See Chapter 5 , Configuring the nice_as_text_analysis

See Chapter 5, Configuring the nice_as_text_analysis Database See Chapter 5 , on page 51 on page 51

Configuring the nice_as_text_analysis Database on page 51 Chapter 1: Introduction 23 NICE Perform ® Release 3:

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NICE Perform ® Release 3: NICE Perform Databases Installation Guide

Blank page for double-sided printing.

2

2 Installing the NICE Perform Database Suite This chapter describes the proced ures for installing the
2 Installing the NICE Perform Database Suite This chapter describes the proced ures for installing the
2 Installing the NICE Perform Database Suite This chapter describes the proced ures for installing the
2 Installing the NICE Perform Database Suite This chapter describes the proced ures for installing the
2 Installing the NICE Perform Database Suite This chapter describes the proced ures for installing the
2 Installing the NICE Perform Database Suite This chapter describes the proced ures for installing the

Installing the NICE Perform Database Suite

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

Contents

Suite on the NICE Perform Database Server. Contents About the NICE Perform Database Suite 26 Installing
Suite on the NICE Perform Database Server. Contents About the NICE Perform Database Suite 26 Installing
Suite on the NICE Perform Database Server. Contents About the NICE Perform Database Suite 26 Installing

About the NICE Perform Database Suite

26

Installing the NICE Perform Database Suite Software

27

Chapter 2: Installing the NICE Perform Database Suite

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NICE Perform ® Release 3: NICE Perform Databases Installation Guide

About the NICE Perform Database Suite About the NICE Perform Database Suite The NICE Perform

About the NICE Perform Database Suite

About the NICE Perform Database Suite

About the NICE Perform Database Suite

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

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

nice_admin

nice_audit

nice_ca

nice_interactions

nice_rule

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

nice-crypto

nice_cti_analysis

nice_dw

nice_ib

nice_pbs_data

nice_qa

nice_reporter

nice_screen_sense

nice_storage_center

• nice_screen_sense • nice_storage_center NOTE: For a description of each of the above databases, see
• nice_screen_sense • nice_storage_center NOTE: For a description of each of the above databases, see

NOTE: For a description of each of the above databases, see Database Names and Descriptions on page 10.

IMPORTANT

The nice_as_text_analysis database is not part of the NICE Perform Database Suite; it is installed separately. To in stall the nice_as_text_analysis database, see Chapter 3 , Installing the nice_as_text_analysis Database on page 37

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NICE Perform ® Release 3: NICE Perform Databases Installation Guide

Installing the NICE Perform Database Suite Software Installing the NICE Perform Database Suite Software You

Installing the NICE Perform Database Suite Software

Installing the NICE Perform Database Suite Software

Installing the NICE Perform Database Suite Software

You install the NICE Perform Database Suite software directly from the NICE Perform Database Suite Installation CD.

from th e NICE Perform Database Suite Installation CD. To install the NICE Perform Database Suite:
from th e NICE Perform Database Suite Installation CD. To install the NICE Perform Database Suite:

To install the NICE Perform Database Suite:

1. Insert the NICE Perform Database Suite Installation CD in the CD-ROM drive.

2. Navigate to and double-click DBSetup.msi.

The NICE Perform Database Suite Setup Wizard starts.

Figure 2-1

NICE Perform Database Suite Welcome Window

Figure 2-1 NICE Perform Database Suite Welcome Window 3. Click Next . The Select Installation Folder

3. Click Next.

The Select Installation Folder window appears.

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NICE Perform ® Release 3: NICE Perform Databases Installation Guide

Installing the NICE Perform Database Suite Software Figure 2-2 Select Installation Folder window 4. It

Installing the NICE Perform Database Suite Software

Installing the NICE Perform Database Suite Software

Figure 2-2

Select Installation Folder window

Suite Software Figure 2-2 Select Installation Folder window 4. It is recommended to inst all the

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

Under Install NICE Database Suite

5. Click Next.

,

select Everyone.

The Confirm Installation window appears.

6. Click Next.

The installation program installs the files.

7. Upon completion, the Database Type Installation window appears.

Figure 2-3

Database Type Installation Window

window appears. Figure 2-3 Database Type Installation Window Chapter 2: Installing the NICE Perform Database Suite

Chapter 2: Installing the NICE Perform Database Suite

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NICE Perform ® Release 3: NICE Perform Databases Installation Guide

Installing the NICE Perform Database Suite Software 8. Select SQL Relational Databases , and click

Installing the NICE Perform Database Suite Software

Installing the NICE Perform Database Suite Software

8. Select SQL Relational Databases, and click OK.

The SQL Server Connection Properties window appears.

Figure 2-4

SQL Server Connection Properties Window

appears. Figure 2-4 SQL Server Connection Properties Window 9. Select either Windows (NT) Authentication or SQL

9. Select either Windows (NT) Authentication or SQL Server Authentication.

10. If you selected Windows (NT) Authentication, the Connect Using fields are disabled.

Click Next and continue with step 13.

11. If you selected SQL Server Authentication, the default SQL instance appears in the Server field. If you want to connect to an instance other than the default instance, type the instance name in the Server field.

instance, type the instance name in the Server field. NOTE: To define an SQL instance other

NOTE: To define an SQL instance other than the default instance, use either the local host or the local server name using the following syntax:

(name)\nnnn

in which “nnnn” is the instance name.

12. Type your password in the Password field, and click Next.

your password in the Password field, and click Next . NOTE: By default, the sa User

NOTE: By default, the sa User password is blank. It is highly recommended to define a unique sa User password for your site. However, if you did not define a unique sa User password, leave the Password field blank.

13. The SQL Server Connection Properties window appears.

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Installing the NICE Perform Database Suite Software Figure 2-5 SQL Server Connection Properties Window 14.

Installing the NICE Perform Database Suite Software

Installing the NICE Perform Database Suite Software

Figure 2-5

SQL Server Connection Properties Window

Software Figure 2-5 SQL Server Connection Properties Window 14. Select either SQL Authentication or NT

14. Select either SQL Authentication or NT Authentication.

15. If you selected SQL Authentication, the Accounts and Domain fields are disabled. Click Next and continue with step 18.

16. If you selected NT Authentication, enter the following information (for more details regarding NT Authentication, see Verifying Windows NT Authentication Configurations on page 12):

User Account

The name of the NT User on the Database Server for whom you assigned “Log On As” privileges for the Nice Services.

User Domain

The name of the domain on the Database Server to which the User, for whom you assigned “Log On As” privileges for the Nice Services, belongs.

System Admin

The name of the NT User on the Application Server for whom you

The name of the domain on the Application Server to which the

Account

assigned “Log On As” privileges for the SQL System Administrator

System Admin

(sysadmin) role.

Domain

User, for whom you assigned “Log On As” privileges for the SQL SQL System Administrator (sysadmin) role, belongs.

17. Click Next.

18. The NICE Applications Environment window appears.

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Installing the NICE Perform Database Suite Software Figure 2-6 NICE Applications Environment Window 19. From

Installing the NICE Perform Database Suite Software

Installing the NICE Perform Database Suite Software

Figure 2-6

NICE Applications Environment Window

Software Figure 2-6 NICE Applications Environment Window 19. From Choose the Environment drop-down list, choose

19. From Choose the Environment drop-down list, choose one of the following:

Call Center

Installs databases necessary for Contact Center (Enterprise) configurations.

FTF

Installs databases necessary for Financial Trading Floor (Compliance Suite) configurations.

Hybrid

Installs databases necessary for both Contact Center (Enterprise) and Financial Trading Floor (Compliance Suite) configurations.

20. Click OK. The Database Properties window appears.

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Installing the NICE Perform Database Suite Software Figure 2-7 Database Properties Window Chapter 2: Installing

Installing the NICE Perform Database Suite Software

Installing the NICE Perform Database Suite Software

Figure 2-7

Database Properties Window

Suite Software Figure 2-7 Database Properties Window Chapter 2: Installing the NICE Perform Database Suite 32

Chapter 2: Installing the NICE Perform Database Suite

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Installing the NICE Perform Database Suite Software IMPORTANT If you install the Data Mart on

Installing the NICE Perform Database Suite Software

Installing the NICE Perform Database Suite Software
Installing the NICE Perform Database Suite Software IMPORTANT If you install the Data Mart on a

IMPORTANT

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

First time to install the NICE Perform Database Suite on the Database Server.

Second time to install the nice_dw and nice_reporter databases on the Data Mart Server.

Third time to install the nice_as_text_analysis database on the Data Mart Server, as explained in the next chapter (Installing the nice_as_text_analysis Database on page 37).

FOR ALL OTHER CONFIGURATIONS, YOU MUST INSTALL ALL THE DATABASES ON THE DATABASE SERVER.

21. In the Is this a multi-site system installation, select either No or Yes.

22. If you selected Yes, the Site type field becomes enabled.

Select either Master or Secondary.

23. The default path to the SQL Database appears in the Data Files Location and the Log Files Location fields. If you installed your SQL database in any other location, enter the path to the relevant folder in the Data Files Location and the Log Files Location fields respectively. Verify that the databases you want to install are marked in the Database column.

install are marked in the D a t a b a s e column. NOTE: If

NOTE: If you have installed an earlier version of the NICE Perform Database Suite, the installation program automatically detects the existing version and Upgrade appears instead of Install in the Action column (see Figure 2-7 above). It is recommended to upgrade the databases to the new version. However, if you do not want to upgrade one or more databases, unmark the corresponding checkbox.

24. The Database Suite installation program provides the Size Calculator utility that automatically defines the optimum size for both the data file and the log file for each of the following databases:

nice_interactions

nice_ca

nice_cti_analysis

25. If you want to use the Size Calculator utility, continue with steps 26 to 28. If you want to modify the data size or the log size of any of these three or any other databases manually, continue with step 30.

If you do not want to change the size of any of the databases, continue with step 33.

26. To define the optimum size of the nice_interactions, nice_ca, and/or the nice_cti_analysis databases, in the Database Properties window, click the Calculate button (see Figure 2-7).

The Databases Size Calculator window appears.

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NICE Perform ® Release 3: NICE Perform Databases Installation Guide

Installing the NICE Perform Database Suite Software Figure 2-8 Databases Size Calculator Window 27. In

Installing the NICE Perform Database Suite Software

Installing the NICE Perform Database Suite Software

Figure 2-8

Databases Size Calculator Window

Suite Software Figure 2-8 Databases Size Calculator Window 27. In the Calls Per Day field, choose

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

In the Number of Agents field, choose the number of agents located at your site.

In the Retention Months field, choose the number of months you want to retain the data in your database.

28. Click OK.

The Database Properties window reappears with the databases automatically defined according to their optimum size.

29. If you want to manually modify the data size or the log size of any other databases, continue with step 30. Otherwise, continue with step 33.

with step 30 . Otherwise, continue with step 33 . NOTE: The utility automatically defines the

NOTE: The utility automatically defines the size of the SQL Log file as 20% of the size of the SQL Data file.

30. To change the size of the data file or the log file for any of the databases, in the Database Properties window, click the Modify Size button (see Figure 2-7 on page 32).

The Modify Size window appears.

Figure 2-9

Modify Size Window

Modify Size window appears. Figure 2-9 Modify Size Window Chapter 2: Installing the NICE Perform Database

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NICE Perform ® Release 3: NICE Perform Databases Installation Guide

Installing the NICE Perform Database Suite Software 31. Enter the desired data and/or log size

Installing the NICE Perform Database Suite Software

Installing the NICE Perform Database Suite Software

31. Enter the desired data and/or log size for the selected database.

the desired data and/or log size for the selected database. NOTE: NICE Systems strongly recommends that

NOTE: NICE Systems strongly recommends that you define the size of the SQL log file as 20% of the size of the SQL data file.

32. Click OK. The Database Properties window reappears.

33. Click Next. The Installation Progress window appears.

Figure 2-10

Installation Progress Window

window appears. Figure 2-10 Installation Progress Window 34. Click Install . The installation program installs the

34. Click Install.

The installation program installs the selected databases on the Database Server.

installs the sele cted databases on the Database Server. NOTE: Small databases usually take 10 to

NOTE: Small databases usually take 10 to 15 minutes to install; large databases could take several hours.

35. Upon completion, the Installation Complete window appears.

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NICE Perform ® Release 3: NICE Perform Databases Installation Guide

Installing the NICE Perform Database Suite Software Figure 2-11 Installation Complete Window 36. Click Close

Installing the NICE Perform Database Suite Software

Installing the NICE Perform Database Suite Software

Figure 2-11

Installation Complete Window

Suite Software Figure 2-11 Installation Complete Window 36. Click Close to complete the database installation.
Suite Software Figure 2-11 Installation Complete Window 36. Click Close to complete the database installation.

36. Click Close to complete the database installation.

36. Click Close to complete the database installation. TIP: After completing the installation, it is recommended

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

IMPORTANT

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

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3

3 Installing the nice_as_text_analysis Database This chapter describes the procedures for in stalling the
3 Installing the nice_as_text_analysis Database This chapter describes the procedures for in stalling the
3 Installing the nice_as_text_analysis Database This chapter describes the procedures for in stalling the
3 Installing the nice_as_text_analysis Database This chapter describes the procedures for in stalling the
3 Installing the nice_as_text_analysis Database This chapter describes the procedures for in stalling the
3 Installing the nice_as_text_analysis Database This chapter describes the procedures for in stalling the

Installing the nice_as_text_analysis Database

This chapter describes the procedures for installing the nice_as_text_analysis database.

for in stalling the nice_as_text_analysis database. NOTE: For full details pertaining to interaction analytics

NOTE: For full details pertaining to interaction analytics installation and configurations, the Interaction Analytics Installation Guide.

Contents

the Interaction Analytics Installation Guide . Contents About the nice_as_text_analysis Database 38
the Interaction Analytics Installation Guide . Contents About the nice_as_text_analysis Database 38
the Interaction Analytics Installation Guide . Contents About the nice_as_text_analysis Database 38

About the nice_as_text_analysis Database

38

Installing the nice_as_text_analysis Database

38

Chapter 3: Installing the nice_as_text_analysis Database

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NICE Perform ® Release 3: NICE Perform Databases Installation Guide

About the nice_as_text_analysis Database About the nice_as_text_analysis Database The nice_as_text_analysis database is

About the nice_as_text_analysis Database

About the nice_as_text_analysis Database

About the nice_as_text_analysis Database

The nice_as_text_analysis database is installed on the SQL Server 2005 Analysis Services and is used in conjunction with the NICE Perform ClearSight application. To improve system performance, especially in systems with very large databases, you install the

nice_as_text_analysis database together with the nice_dw database and the nice_reporter

database on a dedicated server, called the Data Mart Server.

Therefore, in sites that include both the Database Server and the Data Mart Server, you must run the NICE SQL Auto Setup 2005 twice, once on the Database Server, and once on the Data Mart Server. However, you enable Analysis Services only on the Data Mart Server; the nice_as_text_analysis database is the only database that runs on the SQL Server 2005 Analysis Services.

that runs on the SQL Server 2005 Analysis Services. IMPORTANT You must install the nice_as_text_analysis

IMPORTANT

You must install the nice_as_text_analysis database on the same computer that you installed the nice_dw and nice_reporter databases.

you installed the nice_dw and nice_reporter databases. NOTE: The nice_as_text_analysis database uses only

NOTE: The nice_as_text_analysis database uses only Windows NT authentication. For more details, see Verifying Windows NT Authentication Configurations on page 12.

Installing the nice_as_text_analysis Database

You install the nice_as_text_analysis database directly from the NICE Perform Database Suite Installation CD.

from the NICE Perform Database Suite Installation CD. To install the nice_as_text_analysis database: 1 .
from the NICE Perform Database Suite Installation CD. To install the nice_as_text_analysis database: 1 .

To install the nice_as_text_analysis database:

1. Insert the NICE Perform Database Suite Installation CD in the CD-ROM drive.

2. Navigate to and double-click DBSetup.msi.

The NICE Perform Database Suite Setup Wizard starts.

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Installing the nice_as_text_analysis Database Figure 3-1 NICE Perform Database Suite Welcome Window 3. Select Repair

Installing the nice_as_text_analysis Database

Installing the nice_as_text_analysis Database

Figure 3-1

NICE Perform Database Suite Welcome Window

Figure 3-1 NICE Perform Database Suite Welcome Window 3. Select Repair NICE Database Suite and click

3. Select Repair NICE Database Suite and click Finish.

The Database Type Installation window appears.

Figure 3-2

Database Type Installation Window

window appears. Figure 3-2 Database Type Installation Window 4. Select Multidimensional Databases . Chapter 3:

4. Select Multidimensional Databases.

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NICE Perform ® Release 3: NICE Perform Databases Installation Guide

Installing the nice_as_text_analysis Database Figure 3-3 Database Type Installation Window 5. Click OK . The

Installing the nice_as_text_analysis Database

Installing the nice_as_text_analysis Database

Figure 3-3

Database Type Installation Window

Database Figure 3-3 Database Type Installation Window 5. Click OK . The Database Details window appears.

5. Click OK. The Database Details window appears.

Figure 3-4

Database Details Window

Details window appears. Figure 3-4 Database Details Window Chapter 3: Installing the nice_as_text_analysis Database 40

Chapter 3: Installing the nice_as_text_analysis Database

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NICE Perform ® Release 3: NICE Perform Databases Installation Guide

Installing the nice_as_text_analysis Database 6. If you are using a Domain environment, type the following

Installing the nice_as_text_analysis Database

Installing the nice_as_text_analysis Database
<