SRT - Site Readiness via SRT - NIM 4.1 - NP 3.2, 3.5_2

Site Readiness via SRTA Guide for the NICE Project Team

385A1001-01 Rev. A7

October 2012

Site Readiness Tool 4.1

NICE Interaction Management 4.1

NICE Perform 3.2/3.5

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NICE Interaction Management Release 4.1 & NICE Perform Releases 3.2 / 3.5

5Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)

Contents

1Introduction to Site Readiness 8

What’s New in this Release of 4.1? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Scope of this Guide. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10

Before you Begin . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11

Terminology Used in this Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12

Who’s Who in this Guide? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14

Overview of the Site Readiness Tool . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

NICE Environments Supported by the SRT . . . . . . . . . . . . . . . . . . . . . . . . . . . .16

What Does the SRT Test? . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17

SRT Workflow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .18

SRT Workflow for a Clean Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19

SRT Workflow for Maintenance and Upgrade . . . . . . . . . . . . . . . . . . . . . . . . . .20

Tips for Database and Data Mart Clusters . . . . . . . . . . . . . . . . . . . . . . . . . . . .21

Prerequisites for Running the SRT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23

SRT Port Usage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26

SRT Limitations in NICE Environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26

2SRT for a New Installation 28

Preparing to Run the SRT . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29

Downloading Site Readiness Tool Software . . . . . . . . . . . . . . . . . . . . . . . . . . . .30

Initializing an SRT Session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31

Defining the Site Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .34

How To . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .35

Configuring Servers and Clients . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37


6

Contents

Site Readiness via SRT - A Guide for the NICE Project Team (Rev. A7)

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

Clustered Components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38

How To . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39

Defining the Configuration of the Installation . . . . . . . . . . . . . . . . . . . . . . . . . . .43

Defining Integrations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .48

Creating the SRT Session, SPC, and ITP . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .51

Completing the SPC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .54

Delivery to the Customer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .56

Completing and Delivering the ITP. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .57

AAdditional Features 59

Defining a High-End Database . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .60

Defining an SQL Farm . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .61

Configuring Multi-Data Centers (MDC). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .62

BCreating an SPC for Maintenance or Upgrade 66


Maintenance and Upgrade Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .68

What to Send to the Customer before you Run the SRT. . . . . . . . . . . . . . . . . . .71

Running the SRT with an SRT Session from the Customer . . . . . . . . . . . . . . . .72

Modifying the Site Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .76

Adding or Removing Components and Servers . . . . . . . . . . . . . . . . . . . . . . . . .79

CRunning the SRT in a Cluster Environment 83


Running SRT in a Cluster Environment . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .85

Adding Components and Servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .93


7

Contents


DExporting the SRT Site Map 96


Creating an SRT Session . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .98

Exporting the SRT Site Map for NICE Deployment Manager. . . . . . . . . . . . . . .101

ETDM Logger Firewall Settings 105



1

Introduction to Site Readiness

Site Readiness is the process of preparing a site for NICE System implementation. Preparing a

site is a collaboration between you, the NICE Project Team, and the customer. The Site

Readiness Tool (SRT) plays a major role in site preparation.

Contents

What’s New in this Release of 4.1?.................................................................................9

Scope of this Guide........................................................................................................10

Before you Begin........................................................................................................ 11

Terminology Used in this Guide....................................................................................12

Who’s Who in this Guide?..........................................................................................14

Overview of the Site Readiness Tool ............................................................................15

NICE Environments Supported by the SRT ...............................................................16

What Does the SRT Test?..........................................................................................17

SRT Workflow .................................................................................................................18

SRT Workflow for a Clean Installation........................................................................19

SRT Workflow for Maintenance and Upgrade............................................................20

Tips for Database and Data Mart Clusters .................................................................21

Prerequisites for Running the SRT...............................................................................23

SRT Port Usage .........................................................................................................26

SRT Limitations in NICE Environments......................................................................26


9

Chapter 1: Introduction to Site ReadinessWhat’s New in this Release of 4.1?


What’s New in this Release of 4.1?

The following changes have been made to the current 4.1.104 release of the Site Readiness Tool:

• The Installation Test Plan (ITP) has been redesigned and is generated from within the SRT.

• Added ability to search and filter the list of servers in the Server & Client Configuration

window and in the Tests window.

• Non-clustered components can be installed on a clustered node.


10

Chapter 1: Introduction to Site ReadinessScope of this Guide


Scope of this Guide

Who should use this guide?

This guide is intended for the NICE Project Team. The procedures in this guide are to be

implemented prior to meeting with the customer.

If necessary, the Professional Services Engineer (PSE) can use this guide to run the SRT tests

and create the SRT Site Map (.srt) file. For instructions, see Exporting the SRT Site Map

on page 96.

What is included in this guide?

This guide describes how to run the Site Readiness Tool (SRT) specifically for the following

purposes. Functionality of the SRT that is not relevant for these purposes is not described in this

guide.

For the NICE Project Team:

• Create the SRT Session that you will provide to the customer.

• Create the Site Prep Checklist (SPC) that you will provide to the customer.

• Create the Installation Test Plan (ITP) that you will provide to the customer and to the PSE.

What is not included in this guide?

For these additional related procedures: See the following Guides:

Testing connectivity and machine readiness by

the Customer

Preparing your Site for Implementation - A

Guide for the NICE Customer

To access this guide, use this link and then

expand the Diagnostics and Monitoring

heading:

http://www.extranice.com/EIS/CustomerDocume

ntation/Pages/UserGuides.aspx

From Release 4.1: Exporting the SRT Site Map

(.srt) file required by NICE Deployment

Manager

Note: Although it is mentioned above that this

procedure is included in this guide, this is not

the preferred workflow.

NICE Interaction Management Installation

Guide

To access this guide, use this link and then

expand the Installation branch:

http://www.extranice.com/EIS/ProductDocument

ation/NICEInteractionManagement/Pages/default

.aspx

For Releases 3.2 and 3.5: Testing connectivity

immediately prior to installation

SRT for NICE Perform 3.2/3.5 - A Guide for the

Professional Services Engineer

To access this guide, use this link:

http://www.extranice.com/EIS/ProductDocumentation/DiagnosticsandMonitoring/Pages/SiteReadinessTool.aspx

http://www.extranice.com/EIS/CustomerDocumentation/Pages/UserGuides.aspx


http://www.extranice.com/EIS/ProductDocumentation/NICEInteractionManagement/Pages/default.aspx

http://www.extranice.com/EIS/ProductDocumentation/NICEInteractionManagement/Pages/default.aspx

http://www.extranice.com/EIS/ProductDocumentation/DiagnosticsandMonitoring/Pages/SiteReadinessTool.aspx


11

Chapter 1: Introduction to Site ReadinessScope of this Guide


What is the goal of this guide?

1. Create the SPC that you will need to send to the customer.

2. Create the SRT Session that you will need to send to the customer.

3. Create the ITP that will be used by the PSE to confirm that the site is production ready.

Before you Begin

Before you begin the procedures in this guide, have ready the following:

1. Sales Solution Design

2. NICE Capacity Planner in XML format

Testing readiness for NICE Sentinel - SRT must

be run using the NICE Sentinel Services user

account.

Preparing the site for NICE Sentinel - configure

the servers being monitored by NICE Sentinel.

See SRT Monitoring Readiness in the Sentinel

Installation and Configuration Guide

For these additional related procedures: (Continued) See the following Guides:


12

Chapter 1: Introduction to Site ReadinessTerminology Used in this Guide


Terminology Used in this Guide

This guide uses the following acronyms and terms.

Acronym/Term Description

SRT Site Readiness Tool. Tests the servers at a site to confirm that requirements were

met, and communication between all servers is open. Creates the Site Prep

Checklist (SPC) and the Installation Test Plan (ITP). From Release 4.1 only,

exports the file required by NICE Deployment Manager.

SPC Site Prep Checklist. An Excel workbook created from the SRT. It is a

comprehensive checklist of customized requirements for your site.

It includes all machine and integration specifications, including space and partition

requirements, operating systems, and port accessibility. Specific machine host

names and passwords are not part of the SPC.

ITP Installation Test Plan. A document containing a list of tests to be performed by

the PSE. The purpose of this document is to ensure that the NICE Interaction

Management 4.1 solution is production ready.

NDM NICE Deployment Manager. From Release 4.x and up only. This is the

application that installs and configures NICE Interactions Management on the

servers. NICE Deployment Manager requires the Site Map (SRT file) that is

exported from SRT.

SRT Session An XML file that is created during the initial SRT run and used in all subsequent

SRT runs. During each SRT run, additional information is added to the SRT

Session file, until it contains all of the information needed for a final, and successful

run of the SRT.

In a clean installation, the initial SRT session is created by the NICE Project Team.

For maintenance, upgrades, or troubleshooting, the initial SRT session is created

by the Customer.

SRT Server The machine where the SRT application is run.

Target Machine Any machine that is being tested by the SRT. The SRT Server must have full

access to all Target Machines.


13



Inventory File

NDM.DB

From Release 4.x and up only. The Inventory file is a Site Map that is created by

NICE Deployment Manager.

In maintenance mode only, if the customer cannot connect to the site to create an

SRT session as a base for maintenance, the NICE Project Team can alternatively

create an SRT session using the latest Inventory file as a base.

The Inventory file is located on the machine where NICE Deployment Manager is

installed. The NICE Project Team must acquire the Inventory file from the customer.

Inventory file location is as follows:

• Microsoft Windows Server 2008: C:\Users\<installation

user>\AppData\Local\NICE Perform Setup

• Microsoft Windows Server 2003: C:\Documents and Settings\<installation

user>\Local Settings\Application Data\NICE Perform Setup

The latest Inventory file is always named NDM.DB. Earlier Inventory files are

saved as backup. They are identifiable by their time stamp.

Acronym/Term Description


14



Who’s Who in this Guide?

This guide refers to the following roles as part of the preparation and implementation process of

your NICE System.

Role Description

Customer The customer is the organization that purchased a NICE System.

NICE Project

Team

The NICE Project Team refers to the Project Manager (PM), Subject

Matter Expert (SME), or Delivery Solution Architect (DSA).

The NICE Project Team runs the SRT to create the SPC.

In this guide, NICE Project Team depicts the PM, SME and DSA.

PSE Professional Services Engineer or Field Engineer

The Professional Services Engineer (PSE) or Field Engineer, upon

arriving at a site, runs the SRT to verify server readiness and ensure that

nothing changed since the last SRT run. The PSE then runs NICE

Deployment Manager to install and configure the NICE System on the

customer’s servers.

In this guide, PSE will be used to depict the Field Engineer as well.

CSE Client Support Engineer

The CSE runs the SRT in troubleshooting mode as part of handling

service requests.


15

Chapter 1: Introduction to Site ReadinessOverview of the Site Readiness Tool


Overview of the Site Readiness Tool

The Site Readiness Tool (SRT) is run in stages to do the following:

1. Create a comprehensive checklist of requirements, including hardware, software,

network, partitioning, and CTI requirements. This is the SPC that is given to the customer.

This is the goal of this guide.

2. Create the Installation Test Plan (ITP). This is a comprehensive list of tests that must be

completed by the PSE in order to sign-off on completing the installation and to ensure that the

NICE Interaction Management 4.1 solution is production ready.

3. Test all machines to ensure that requirements were met and communication between the

machines is open. This allows for a smooth installation and can avoid costly delays. This

should be done by the customer and is described in Preparing Your Site for Implementation,

the guide which you supply to the customer.

4. From Release 4.1: Export the SRT Site Map (.srt) file. This file contains server distribution

and machine host names for import into NICE Deployment Manager. This file is mandatory

for Release 4.1 and higher. It must be created within 24 hours prior to starting NICE

Deployment Manager. This procedure is described in NICE Interaction Management

Installation Guide.

You, as the initiator of this project, will do the following:

• Download the latest SRT and run it on your machine to create a new session.

• Define the Applications Package and all machines according to the Sales Solution Design.

• From Release 4.1: Import the NICE Capacity Planner into the SRT.

• Export the Site Prep Checklist (SPC) from the SRT.

• Export the Installation Test Plan (ITP) from the SRT.

• Send the customer the following:

a. The SRT Session after you run the SRT.

b. The SPC.

c. The following link, enabling the customer to download the SRT application. http://www.extranice.com/EIS/CustomerDocumentation/MaintenanceInformation/DnM/Forms/By%20Tool%20Type.aspx

d. Preparing Your Site for Implementation - this is a short document that instructs the

customer on how to work with the SPC and how to run the SRT. You should review the

contents of this guide before sending it to the customer. Use this link to access the guide

and then expand the Diagnostics and Monitoring heading:


IMPORTANT

The SRT Session and SPC that you create contain the core information of the package. These

will affect the entire project delivery.

http://www.extranice.com/EIS/CustomerDocumentation/MaintenanceInformation/DnM/Forms/By%20Tool%20Type.aspx



16



Tips for when presenting to the customer

Stress to the customer the importance of their role in running the SRT. Use the following points as

a guide:

• Running the SRT ensures that all servers are prepared and ready when the PSE arrives to

install the NICE System. This will avoid delays in installation and be cost-efficient.

• The SRT provides the customer with a sense of control and ownership, hence a vested interest

in the outcome of the installation.

• The customer must use the SRT Session provided. This will pre-populate the SRT with data

specific to the customer. The customer needs only to add server host names and credentials,

and then test connectivity. Time spent running the SRT is minimal.

• Having the customer prepare the site and run the SRT enables the customer to retain control of

their system and avoid giving you, or the PSE, remote access to their servers. For sites with

strict access policies, this is a significant benefit.

NICE Environments Supported by the SRT

Version 4.1 of the Site Readiness Tool (SRT) is applicable when installing, maintaining, or

upgrading to the following releases:

• NICE Interaction Management 4.1 - Running the SRT is mandatory prior to this installation

• NICE Perform 3.5

• NICE Perform 3.2

The SRT determines prerequisites according to the following guidelines:

• Certified Servers Guide

• Design Considerations Guide

• Sales Solution Design

• NICE Capacity Planner (Release 4.1 only)


17



What Does the SRT Test?

The SRT verifies the prerequisites required for successfully installing NICE Perform/NICE

Interaction Management Servers and Clients and/or upgrading or expanding NICE Perform/NICE

Interaction Management Servers.

Following is a list of the requirements that the SRT tests:

• Network Requirements - Tests that all the necessary ports for NICE Perform/NICE

Interaction Management are available for use and that all network transport paths between the

site components are free.

• Hardware Requirements - Tests that the network interface, CPU, memory, the system

manufacturer, model, and additional hardware components are compatible with the

requirements of the Certified Servers Guide and Design Considerations Guide.

• Software Requirements - Tests that all the required software components are installed and

configured according to the requirements of the Certified Servers Guide.

Example: When performing the Operating System Version test, the SRT verifies that the

operating system installed on the tested machine matches one of the operating systems

certified for that machine according to its configuration in the SRT (that is, for the deployment

software package and for the components selected for each machine, according to the Certified

Servers Guide).

• Partitioning Requirements - Tests that the physical drive, array, partition and size, meet the

requirements in the Certified Servers Guide. See the Certified Servers Guide for further

details.

• Integration Readiness Requirements - Tests Integration functionality for various major

integrations. These tests include Integration server connectivity, device monitor and intrude

commands, etc.

• Security Requirements - Validates that the system security is configured to comply with the

requirements in Best Practices for Third Party Software.

Example: This test validates that a User account for NICE Services is configured on the

system and with the privileges necessary to access the registry or certain folders, and so on.


18

Chapter 1: Introduction to Site ReadinessSRT Workflow


SRT Workflow

The following workflow depicts preparing a site using the SRT.

For Maintenance and Upgrade, a discovery task is run by the customer, using the SRT to initiate

the SRT Session. This SRT Session is given to the NICE Project Team. Then this flow begins.

For additional information, see one of the following:

• SRT Workflow for a Clean Installation on page 19

• SRT Workflow for Maintenance and Upgrade on page 20

• Tips for Database and Data Mart Clusters on page 21

NICE Project Team

8. Advise

Customer on

corrective actions

7. Discuss SRT

results with

Professional

Services Engineer

for approval

SRT results questionable

NICE Project Team

Customer

Professional Services Engineer

1. Run SRT to

create the SRT

Session, SPC, and

ITP according to

Site Design

2. Save the SRT

Session as an

XML file and the

SPC and ITP as

Excel workbooks

3. Send the SRT

Session, SPC,

SRT application,

and a link to the

Education Portal

to the Customer

4. Following the

SPC, prepare the

site

5. Run the SRT

using the SRT

Session to test the

system and

generate reports

6. Send the

updated SRT

Session, Reports,

and signed SPC to

the NICE Project

Team

9. Arrive at site

and run SRT to

confirm readiness

and export the

SRT Site Map

SRT results approved

10. Perform the

installation via

NICE Deployment

Manager (NDM)

11. Test the

system according

to the ITP


19



SRT Workflow for a Clean Installation

The following workflow depicts the flow for preparing a site using the Site Readiness Tool.

Table 1-1: SRT Workflow for a Clean Installation

Who runs the SRT? What is the purpose of running the SRT?

1. NICE Project

Team

The NICE Project Team runs the SRT to initiate the SRT Session and

create a Site Prep Checklist (SPC) and Installation Test Plan

(ITP). After reviewing the SPC and ITP, the SRT Session and SPC are

sent to the customer. The ITP is sent to the PSE.

For details, see SRT for a New Installation on page 28.

When there are clustered servers other than the database and data

mart servers, see Running the SRT in a Cluster Environment

on page 83.

2. Customer The customer receives the SRT Session and SPC from the NICE

Project Team. The customer follows the instructions in the SPC and

prepares the machines at the site. Once the customer has prepared all

of the machines, the customer runs the SRT with the SRT Session,

adding machine host names, usernames, and passwords when

requested. The SRT tests connectivity to all machines, confirms

communication between the machines, and verifies that all

requirements were met. A report is produced which shows that all

requirements from the SPC were met successfully. The customer

returns the final SRT Session, the signed SPC, and the SRT report to

the NICE Project Team.

For details, see the Preparing Your Site for Implementation Guide.

3. NICE Project

Team

The NICE Project Team reviews the SRT results. If corrective actions

are required, then the NICE Project Team advises the Customer on

actions to take. If the SRT results are successful, then the NICE

Project Team contacts the PSE to begin installation.

4. PSE The PSE must acquire the final SRT Session and the ITP from the

NICE Project Team. Upon arriving at the site, the PSE must verify that

the site has remained stable since the customer last ran the SRT. The

PSE uses the final SRT Session to run the SRT and reconfirm

readiness immediately prior to beginning the installation process.

From Release 4.1 and above, the PSE runs the SRT to export the SRT

Site Map (.srt) file required to run NICE Deployment Manager (NDM).

The SRT Site Map must be created not more than 24 hours prior to

starting the NDM.

For details, see:

4.x sites: NICE Interaction Management Installation Guide

3.x sites: SRT for NICE Perform 3.2/3.5


20



SRT Workflow for Maintenance and Upgrade

The following workflow depicts the flow for using the Site Readiness Tool when preparing for

maintenance or for upgrade.

Table 1-2: SRT Workflow for Maintenance and Upgrade


1. Customer The customer runs the SRT for discovery in Maintenance or Upgrade

mode. This initiates the SRT Session. The SRT Session is an XML file

which is used in all subsequent SRT runs. The SRT polls all of the

servers connected to the site, adding all the discovered information to

the SRT Session. The customer then forwards this SRT Session to



TIP: Alternatively, in 4.x sites for maintenance only, if the customer

cannot connect to the site, the customer can send the latest NDM.DB

Inventory file in place of an SRT Session.

The Inventory file is located on the machine where NICE Deployment

Manager ran. Inventory file location is as follows:

• Microsoft Windows Server 2008: C:\Users\<installation

user>\AppData\Local\NICE Perform Setup

• Microsoft Windows Server 2003: C:\Documents and

Settings\<installation user>\Local Settings\Application

Data\NICE Perform Setup

2. NICE Project

Team

NOTE: For release 4.x and up, for maintenance only, if the customer

sent an NDM.DB Inventory file in place of an SRT Session, you must

use the Inventory file.

The NICE Project Team runs the SRT using the SRT Session that

was created by the customer in order to prepare for one or more of the

following changes in the customer’s site:

• Add new Servers

• Add components to existing Servers

• Remove Servers

• Uninstall components from existing Servers

• Replace faulty Servers

• Move components from one Server to another existing Server,

without adding or removing any Servers

• Move components from an existing Server to a new Server

As a result of this SRT update, the NICE Project Team creates a new

Site Prep Checklist (SPC) and Installation Test Plan (ITP). The

SRT Session is updated. All are sent to the customer.

See Creating an SPC for Maintenance or Upgrade on page 66.


21



Tips for Database and Data Mart Clusters

If the customer has only the databases or data mart on a cluster and not any other components, do

not use the standard cluster procedure. Instead, follow the standard procedure, with the following

changes (these changes also appear within the procedure):

1. In the Environment step, do not select Cluster. Select SQL Farm.

2. In the Server & Configuration step, add one server for each cluster (not two).

3. For the server defined for the cluster, select the Database and/or Data Mart component

installed on the cluster.

3. Customer The customer receives the SPC and SRT Session from the NICE

Project Team. The customer follows the instructions in the SPC and

prepares the machines at the site. Once the customer has prepared all

of the machines, the customer runs the SRT with the SRT Session,

adding machine host names, usernames, and passwords when

requested. The SRT tests connectivity to all machines, confirms

communication between the machines, and verifies that all

requirements were met. A report is produced which shows that all

requirements from the SPC were met successfully. The customer

returns the final SRT Session, the signed SPC, and the SRT report to



4. NICE Project

Team

The NICE Project Team reviews the SRT results. If corrective actions

are required, then the NICE Project Team advises the Customer on

actions to take. If the SRT result are successful, then the NICE Project

Team contacts the PSE to begin installation.

5. PSE The PSE must acquire the final SRT Session and ITP from the NICE

Project Team. Upon arriving at the site, the PSE must verify that the

site has remained stable since the customer last ran the SRT. The PSE

uses the final SRT Session to run the SRT and reconfirm readiness

immediately prior to beginning the installation process.

From Release 4.1 and above, the PSE runs the SRT to export the SRT

Site Map (.srt) file required to run NICE Deployment Manager (NDM).

The SRT Site Map must be created not more than 24 hours prior to

starting the NDM.

For details, see:

4.x sites: NICE Interaction Management Installation Guide

3.x sites: SRT for NICE Perform 3.2/3.5

Table 1-2: SRT Workflow for Maintenance and Upgrade (Continued)



22



EXAMPLE: If the database and data mart are installed on the same cluster, add one machine and select both database and data mart.

If the database and data mart are installed on separated clusters, add two machines and select database for one machine and data mart for the other.

4. When the customer runs the SRT, make sure that the customer enters the SQL Cluster Group

Virtual Name in the Display Name field for the cluster server, not the host name.

If the customer has either the databases or data mart on a cluster, and other clustered components,

such as the Applications Server, use the procedure in Running SRT in a Cluster Environment

on page 85. Instruction for both types of clusters are included in this procedure.


23

Chapter 1: Introduction to Site ReadinessPrerequisites for Running the SRT


Prerequisites for Running the SRT

In order to ensure that the installation process runs smoothly, please verify that the following are

on each machine at your site, including the machine that runs the SRT.

Microsoft Software and Components

• Microsoft .NET Framework Version 3.5, Service Pack 1 or higher.

• Microsoft Windows Management Instrumentation (WMI) as described in the Site Prep

Checklist (SPC).

• To create the SPC or ITP, you must have Microsoft Excel 2007 or higher installed on your

machine.

• To create the ITP, Trust access to the VBA project object model must be enabled in

the Excel settings on the SRT machine.

• Disable the User Account Control (UAC). For details, see Security Issues for Microsoft®

Operating Systems in the NICE Interaction Management Installation Guide.

User Accounts and Permissions

• The user account you use to log in to the SRT Server must have administrative privileges.

If the machine is part of a domain, you must use a domain user account with

administrative privileges for this machine.

Examples:

local user account: johns

domain user: DomainName\johns

• The following user accounts must be created in accordance with the Site Prep Checklist:

• NICE Administrator login user - the user account for NICE administrator login.

• SQL Services user - The user account for SQL services.

• NICE implementation requires specific settings for the User Rights Assignment for the

Windows accounts used for the installation.

TIP: To locate, open the Excel Options, and select Trust Center > Trust Center Settings. Then select Macro Settings.


24



• The Security Settings for the Replace a process-level token must be set to LOCAL

SERVICE, NETWORK SERVICE.

• (Windows XP Operating System only) The User Rights Assignment for Network

access: Sharing and security model for local accounts must be set to Classic.

To verify User Rights, see the TIP box above.

• NICE implementation requires specific settings for the Security Options for the

Windows accounts used for the installation.

• (Windows 2008 Operating System only) In order to export the Site Map (.srt file), the

Security Options for System cryptography: Use FIPS compliant algorithms for

encryption, hashing, and signing must be set to Disabled.

Network Sharing and Ports Requirements

The following requirements must be met when testing connectivity.

• Drive C:\ must exist on the SRT machine and each SRT target machine.

• The C$ administrative share must not be blocked on any of the SRT target machines.

Relevant Microsoft reference: http://support.microsoft.com/kb/954422.

• If a firewall is applied on your site, it must be configured so that the ports specified in the

SRT Port Usage section below are free for SRT communication, or that the firewall is

switched off.

• (Release 4.1, Cluster environments only) To allow successful functionality of the

Microsoft Cluster Name (cluster virtual name) and IP availability tests defined in the

Clustering window, a firewall must be disabled and network discovery must be enabled on

all the machines defined in the SRT.

TIP: To verify User Rights, do the following:

a. From the Start menu, open the Run window and enter secpol.msc. Click OK.

b. In the Local Security Policy window, expand the Security Settings tree. Then

expand Local Policies and select User Rights Assignment.

c. In the right-hand pane, scroll down to Replace a process-level token and

confirm that its Security Setting is LOCAL SERVICE, NETWORK SERVICE.

d. Close the Local Security Policy window.

TIP: To verify Security Options, do the following:

a. From the Start menu, open the Run window and enter secpol.msc. Click OK.

b. In the Local Security Policy window, expand the Security Settings tree. Then

expand Local Policies and select Security Options.

c. In the right-hand pane, scroll down to the indicated option.

d. Close the Local Security Policy window.

http://support.microsoft.com/kb/954422


25



Additional Requirements


• If you are adding the Customer Entity Database component for Web Analyzer, the

Capacity Planner must be Version 1.8.1 or higher.

• To install Voice Biometrics servers for Contact Center Fraud Prevention, the

Capacity Planner must be Version 2.0 or higher.

• The SRT has the capability to verify that CTI integration requirements are suitable for

NICE. Some CTI integrations, such as Avaya TSAPI, require the installation of third party

software. Verify with the site’s IT personnel that all necessary CTI software has been

installed on the relevant machines.

• If any of your machines are installed with antivirus software, we have found that this can

affect the operation of the SRT. Therefore, please configure your antivirus as an

exception, not to scan C:\$SRT$TMP\*

• Please be aware that during NICE implementation, Hardening, must be turned off. Please

turn off Hardening before the NICE Team arrives to deploy your NICE System. Hardening

can be turned back on after NICE implementation is complete. If this is not allowed at

your site, please contact your NICE Project Team prior to NICE implementation. For

details, see TDM Logger Firewall Settings on page 63.

Security Issues for Microsoft® Operating Systems


User Account Control (UAC) security feature may affect the ability of NICE applications to access

remote machines running with Windows Vista, Windows 7, or Windows 2008 operating systems.

NICE requires the UAC to be disabled during the deployment phase in order for NICE to install

the required agents on the target machines via remote access. If not, then the installation may fail.

If you are working in an environment where UAC remote restrictions have been configured on the

target machines, in order to enable remote agent installation, perform one of the following actions:

• Disable the UAC remote restrictions on each target machine (this is performed by the

customer’s IT personnel, and must be requested specifically).

• Ensure that the user defined for each machine in the SRT Server & Client Configuration

window has administrator access rights.

• Perform the manual procedure described in the following Microsoft article for each target

machine (note that this requires changing the registry key):

http://support.microsoft.com/kb/951016 (Description of User Account Control and remote

restrictions in Windows Vista)

IMPORTANT

These prerequisites apply to the SRT Server, and to all machines being tested by the SRT.

http://support.microsoft.com/kb/951016


26



SRT Port Usage

The following ports must be opened for bi-directional traffic while running the SRT.

SRT Limitations in NICE Environments

Table 1-3: SRT Port Usage

From Server To Server Protocol Port Authentication Description

SRT Each SRT Agent TCP 8085 No Control and Keep-Alive

Each SRT Agent SRT TCP 8086 No Keep-Alive

SRT NICE Database

Server/SQL

Server

TCP 1433 SQL / Windows Database data for self discovery.

SRT Each SRT Agent TCP 135 DCOM RPC endpoint - WMI queries

SRT Each SRT Agent TCP 1024 -

65535

DCOM RPC dynamic ports.

Note: Dynamic ports are

Microsoft standard and the range

is by default.

For more information, see the

Microsoft article about configuring

RPC dynamic port allocation.

SRT SRT Agent TCP 445 No SMB over TCP. The Server

Message Block (SMB) protocol is

used, among other things, for file

sharing

Limitation User Implications

The SRT cannot run on an Encrypted File

System (Windows EFS).

The user can do one of the following:

• Change the current folder properties so

that it cannot be encrypted.

• Launch the SRT from a different machine.

Site Maps exported from version 4.1.100 and

higher are not backward compatible with

previous versions of NICE Deployment

Manager 4.1.8 or lower.

When running NICE Deployment Manager

4.1.100 or higher, the Site Map must be

exported from SRT 4.1.100 or higher.

The SRT does not support SmartCenter. SmartCenter must be installed separately.

See the Integration with SmartCenter Guide.

Testing of RAID units is not supported. The SRT does not verify RAID and array

requirements as specified in the Certified

Servers Guide.

The SRT does not support loading saved SRT

sessions from previous versions.

The user must manually re-enter the

parameters of the previous saved session.


27



The SRT does not support multiple instances

of the same CTI on one server (for example,

hot standby).

The user must test each CTI instance

separately.

CTI devices are not saved in the SRT session. When reloading an SRT session, the user

must re-specify the CTI details.

Limitation (Continued) User Implications



2

SRT for a New Installation

This section is intended for the NICE Project Team beginning the SRT process. PSEs should refer

to Exporting the SRT Site Map on page 96.

This section describes the process for running the SRT for the first time. The first time that the

SRT is run, an SRT Session is created. The SRT Session is the file that is passed to each stage

until all information is complete. This is generally done by the NICE Project Team, using the

NICE Capacity Planner and the Sales Solution Design to start the process. This can run off-site.

At the end of this process, you send the following files to the customer:

• SRT Session

• Site Prep Checklist (SPC)

For Release 4.1 only, a new Installation Test Plan (ITP) is created.

Contents

Preparing to Run the SRT ..............................................................................................29

Downloading Site Readiness Tool Software ................................................................30

Initializing an SRT Session............................................................................................31

Defining the Site Environment ......................................................................................34

Configuring Servers and Clients...................................................................................37

Defining the Configuration of the Installation..............................................................43

Defining Integrations......................................................................................................48

Creating the SRT Session, SPC, and ITP .....................................................................51

Completing the SPC .......................................................................................................54

Delivery to the Customer ...............................................................................................56

Completing and Delivering the ITP ...............................................................................57

NOTE: To export the SRT Site Map (.srt) file required by NICE Deployment Manager,

you must have connectivity to all machines.


29

Chapter 2: SRT for a New InstallationPreparing to Run the SRT


Preparing to Run the SRT

In this section, the SRT is run in New Site Mode to create a new SRT Session.

Tips for Working with the SRT

• You can save the current session as often as you like.

• To continue a session after closing the SRT, start the SRT again and load the SRT Session in

Initializing an SRT Session on page 31.

• To make a single change in an SRT Session, load the session, then click Next until you reach

the required step.

• You cannot change the Application Package in an SRT Session. To change the Application

Package, you must start a new session and re-enter all the information.

• In each step of the SRT, the Next button is only activated after you have completed all the

relevant information. Only then can you move on to the next step.

Who runs the SRT? • NICE Project Team

What is the purpose of this run? • Create the Site Prep Checklist (SPC)

• Create the Installation Test Plan (ITP)

• Initiate the SRT Session that will be sent to the

customer

Where is the SRT run? On any machine or laptop that meets the requirements in

Prerequisites for Running the SRT on page 23.

This machine does not need to be connected to the

NICE Servers. It requires internet connectivity only to

download the SRT software. Once the SRT software is

downloaded, this machine does not need internet

connectivity.

TIP: You might want to retain access to the Certified

Servers Guide and Design Consideration Guide while

running the SRT. If you are disconnecting from the

internet to run the SRT, first download these documents.

Important to know The SRT Session can be saved at any time, during any

of the steps. You can reopen the same session to

continue, or make changes as needed.

What to prepare before beginning • For Release 4.1 and higher: NICE Capacity

Planner in XML format


30

Chapter 2: SRT for a New InstallationDownloading Site Readiness Tool Software


Downloading Site Readiness Tool Software

The Site Readiness Tool (SRT) can be downloaded from ExtraNICE or from the NICE Software

Download Center. Always download the latest version. The SRT does not require installation.

This guide is applicable for versions 4.1 and above.

To download the Site Readiness Tool software:

1. Confirm that your machine meets the requirements in Prerequisites for Running the SRT

on page 23.

2. Navigate to the Site Readiness Tool folder on ExtraNICE: http://www.extranice.com/EIS/CustomerDocumentation/MaintenanceInformation/DnM/Forms/B

y%20Tool%20Type.aspx

3. Select the latest Site Readiness Tool zip file.

4. Download and extract the Site Readiness Tool zip file to the designated machine.

5. Continue with Initializing an SRT Session on page 31.

IMPORTANT

You must unzip the Site Readiness Tool folder. Running the SRT from an encrypted file system

folder (EFS) will fail.




31

Chapter 2: SRT for a New InstallationInitializing an SRT Session


Initializing an SRT Session

Throughout the SRT application, information icons appear . To see additional information and

tips, click one of these icons.

To prepare the SRT for initial setup:

1. Open the Site Readiness Tool folder and double-click SRT.exe.

NOTE: If your machine is configured with Microsoft Windows 7 or Microsoft

Windows 2008, then when you start SRT.exe, a UAC warning window appears. Click

Yes to run as Administrator.

The Site Readiness Tool wizard starts.

Figure 2-1 Site Readiness Tool - Welcome Window

2. Click Next.


32



The Start window appears.

Figure 2-2 Start Window

TIP: To undo changes and return the SRT Session to the state when it was last saved, click

Back until you reach the Start window. Then select Reload Session and click Next.

3. Select an option as follows:

• If this is the first SRT run, select Start a new session. Then click Next.

• If you began a session and want to continue it, select Load previously saved session

and click Browse select the saved SRT Session. Then click Next.

• To change the Application Package, you must create a new session: Select Start a new

session. Then click Next.

The Company and Customer Point of Contact Information window appears.

Figure 2-3 Company and Customer Point of Contact Information Window

The Company Name and Site are

part of the SRT Session file name

The Company Name is part

of the SPC file name


33



TIP: Once you have saved the file, if you make changes to the Company Name or Site, the

original file name remains unchanged.

4. The Company and Customer Point of Contact Information appears in the Session Summary

Reports and is seen in NICE Deployment Manager by the PSE. Complete this information.

Then click Next.

The Work Mode window appears.

Figure 2-4 Work Mode Window

5. In the Work Mode area, select New Site.

6. In the Target Product & Release area, select the Product and Release being installed.

7. Click Next.

The Environment window appears.

8. Continue with Defining the Site Environment on page 34.

If this is not a new

Session, this window will

be read-only. To change

the Product or Release,

you must start a new

session.


34

Chapter 2: SRT for a New InstallationDefining the Site Environment


Defining the Site Environment

Overview

In the Environment window, define the Applications Package and relevant parameters. This

window is enabled only for a new session.

When you select an Applications Package, basic servers and components, according to the

Design Considerations Guide, are predefined for the configuration you selected. You need only to

add the extras, such as Loggers and Workstations.

Figure 2-5 Environment Window

If you save the session and close the SRT, you cannot change the Applications Package. In a

reloaded session, it will be read-only.

Selecting an Applications Package has the added value of predefining the required servers and

components.

In the Add-On Features section, when you select a feature, the relevant components will become

enabled in the next window, allowing you to add them to a server. In some instances, a component

will be preselected.

IMPORTANT

The Environment window contains the core information of the package. The information in this

step is used to produce the Site Prep Checklist and will affect the entire project delivery.

Use the Sale Solution Design that you received from the Sales Hand-over meeting to

complete this step. If you are unsure about any of the options, consult with Sales before

proceeding.

The Applications Package must be identical to the Applications Package selected in the NICE

Capacity Planner.


35



EXAMPLE: You select the Add-On Playback to Extension. In the Components list, Telephony Services becomes enabled on each server where it is viable to install it. It will be preselected on one of these servers.

For details see the Certified Servers Guide and the Design Considerations Guide.

How To

To define the site’s environment:

1. In the Environment window, select the Applications Package of the NICE System to be

installed according to the site installation plan. This must be the same package that was

defined in the NICE Capacity Planner.

Deployment options and Add-On Features change according to the Applications Package

selected.

Figure 2-6 Environment Window

2. Select the correct Deployment.

3. In a Multi Data Hub site, if you are preparing a secondary site, then in the Data Hub type

area, select Secondary.

4. In the list of Add-On Features, add or remove features as needed. Selecting an Add-On

results in one of the following actions:

• A Server with the relevant components is added.

• The relevant components are added to an existing Server.

• The relevant components are enabled for one or more Servers; you must make the

selection in the next window.


36



NOTE: You can view all Servers/Components and make changes in the next step, the Server

& Client Configuration window. You can click back and forth between these two windows as

needed.

5. Optional: If required by your environment, define one or more of the following:

• From Release 4.1 only:

TIP: If the Customer installed the SQL server in a cluster, then define an SQL Farm.

• Defining a High-End Database on page 60 (Distributed deployments only)

• Defining an SQL Farm on page 61 (Semi-Distributed and Distributed deployments

only)

• Configuring Multi-Data Centers (MDC) on page 62

• Releases 3.2 and 3.5, Distributed Deployment only:

• Defining a High-End Database on page 60

6. Click Next.

7. Continue with Configuring Servers and Clients on page 37.


37

Chapter 2: SRT for a New InstallationConfiguring Servers and Clients


Configuring Servers and Clients

Overview

The Server & Client Configuration window is to be completed by the NICE Project Team.

Figure 2-7 Server & Client Configuration Window - Servers Tab

The customer will see this window and will be able to edit it, but should only add Machine details.

In this window you define which components will be installed on each of the machines.

BEST PRACTICE

Since NICE Deployment Manager does not connect to, or install Client workstations, testing

Client workstations is not mandatory for creating a successful SRT Site Map for NICE

Deployment Manager. However, testing Client workstations can help forestall service calls

once you and the PSE have completed your tasks.

Test one of each type of machine, such as machine set up for a supervisor, one machine set up

for an agent with ScreenAgent, etc.

IMPORTANT

According to the Add-On packages selected, some components on pre-selected on each

server, and some are just enabled for you to select. It is imperative that you review the

components list for each server carefully.


38



Clustered Components

The following components can be installed as clustered or as non-clustered components:

• Applications Suite

• Databases

• Data Mart

• Interactions Center

• Insight-to-Impact Connect

• Reporter

The following components can never be installed as clustered components. They are referred to as

non-clustered components. They can be installed on a cluster node:

Guidelines for Installing Non-Clustered Components on a Cluster Node

Use these guidelines when installing additional components on a cluster node:

• A component that can be clustered cannot be installed as a non-clustered component on a

cluster node.

EXAMPLE: The Interactions Center is installed on a cluster. The Applications Suite cannot be installed on an Interactions Center node.

• A non-clustered component can be installed on a cluster node together with a clustered

component.

EXAMPLE: The Interactions Center is installed on a cluster. The Storage Center can be installed on an Interactions Center node.

• A component that must be installed on a dedicated server cannot be installed on a cluster node.

EXAMPLE: The Text Mining Server cannot be installed on a cluster node.

• Media Adapter

• Media Collection Server

• NICE Deployment Manager

• NICE High Availability Manager

• NICE Screen Logger

• PO Database

• Storage Center

• Telephony Services

• VoIP Logger

• Primary VRSP 32-bit

• Primary VRSP 64-bit

• Secondary VRSP 32-bit

• Secondary VRSP 64-bit


39



How To

To configure servers and clients:

1. In the Server & Client Configuration window, select the Servers tab.

Figure 2-8 Server & Client Configuration Window - Servers Tab

On the Servers tab, default machines appear with appropriate Display names.

The number and types of default machines is dependant upon the Applications Package,

Deployment Option, and Add-On Packages selected. Each default machine has predefined

components selected. Optional components, relevant for the machine selected, are available

for you to select.

EXAMPLE: The default Semi-Distributed NIM server has the Applications Suite and Interactions Center preselected. You can optionally remove the Interactions Center or add NICE Storage Streaming, Video Logger, ...

2. For each server on the Servers tab, do the following:

a. If the required components in the Components area are not enabled, click Back and

review the Applications Package and the Deployment. Select Add-On Features if

required.

TIP: To filter the list of servers, enter text in the search box and then press Enter or click

the Filter list and select Basic. To clear the filter, select None.

The search box is case-sensitive!

The list of Components

varies according to the

Product and Release

Servers and Clients tabs


40



NOTE: If you go back to select additional Add-On Features, when you return to the

Server & Client Configuration window, click the server to see the changes.

b. Since you are not connected to the site, and are not testing connectivity, enter a dummy

Host name. Actual host names will be added by the customer. Each machine must have a

different dummy host name. If the Display Name is blank, enter a Display Name. Note

that since you may later want to filter this list, give groups of servers similar

Display Names.

c. In the Components section, some components are preselected and cannot be changed.

You can add/remove any of the available optional components for installation on this

machine. The list of available components varies according to the Product and Release

being defined.

NOTE: Before installing components on a cluster node, see Clustered Components

on page 38.

3. Repeat Step 2 for each server on the Servers tab.

4. To add more servers, such as Loggers, do the following:

Figure 2-9 Adding Servers

• For each additional server, click Add and define as described in Step 2.

• For each Unified Recorder, click Add Unified Recorder and define as described

in Step 2.

5. To remove a server, select the server and click Remove Server.

6. If the customer has either the databases or data mart on a cluster, add one server for each

cluster (not two). Then select the Database and/or Data Mart component installed on the

cluster. When the customer runs the SRT, make sure that the customer enters the SQL Cluster

Group Virtual Name in the Display Name field for the machine, not the host name.



TIP: If the customer is currently installing a standard NICE site with plans to later

expand to an MDC site (MDC Ready), the servers can be prepared now:

• Instruct the customer to enter the DNS alias name in the IP Address/Host Name

field instead of the Host Name of the machine. Sample DNS alias name:

server.nice.com

• If the Data Mart is installed on a cluster, then it is recommended to install the

Reporter on the same server as the Applications Suite. This will be the requirement

when the site is expanded from a standard NICE site to an MDC site.

Add Server

Add Unified Recorder


41



7. For Release 4.1 and higher: NICE Deployment Manager (NDM) must be installed on either

the NICE Sentinel Server, the Applications Suite Server, or on a Dedicated Server. Confirm

that it is selected on a server.

By default, NICE Deployment Manager is selected on the server were NICE Sentinel is

installed. To select it for a different server, first deselect it from the NICE Sentinel Server.

Then it will become enabled for the other servers.

BEST PRACTICE

Install the NICE Deployment Manager on the Sentinel Server. NICE Deployment

Manager is used for Update Pack installation and Maintenance, and should reside on-site.

8. Click the Clients tab.

Figure 2-10 Clients Tab

NICE Deployment Manager does not connect to, or install Client workstations. Testing Client

workstations is not mandatory for creating a successful SRT Site Map for NICE Deployment

Manager. However, testing Client workstations can help forestall service calls once you and

the PSE have completed your tasks.





42



It is highly recommended that while running the SRT, the customer connects to, and tests one

of each type of machine, such as machine set up for a supervisor, one machine set up for an

agent with ScreenAgent, etc. Add these machines for testing to the SRT Session now.

9. To add a Client workstation do the following:

a. Click Add.

An Unknown Client Server is added to the list.

Figure 2-11 Adding Clients

b. Since you are not connected to the site, and are not testing connectivity, enter a dummy

Host name. Actual host names will be added by the customer. Each machine must have a

different dummy host name. Enter an identifying Display Name, such as Supervisor

Workstation, or Agent Workstation.

c. In the Components section, select the components that will eventually be installed on the

machine. This will cause SRT to test the machine for prerequisites. It will not cause the

component to be installed.

NOTE: The list of available components varies according to the Product and Release

being defined.

EXAMPLE: On a machine being tested for the ability to function as an Agent workstation, select Recording on Demand. On a machine being tested for the ability to function as a Supervisor workstation, select NICE Interaction Management Applications Desktop.

d. Repeat Step 9 for each Client Workstation.

10. Review all Server/Component selections carefully. Make sure they are aligned with the Sales

Solution Design.

11. Click Save to save the SRT Session.

12. Since you are not connected to the site, there is no need to test connectivity. Click Next.

13. Since you entered only dummy addresses, you will receive a connectivity warning message.

Click OK.

Figure 2-12 Connectivity Warning

14. Continue with Defining the Configuration of the Installation on page 43.

Add


43

Chapter 2: SRT for a New InstallationDefining the Configuration of the Installation


Defining the Configuration of the Installation

Figure 2-13 Installation Configuration Window

In the Installation Configuration window, you will do the following:

• Select the type of Applications Suite being installed.

• If you are connected to the machine that will host the SQL Server, and the SQL Server was

preinstalled, you can define the SQL Server Instances. Note: The SQL Server is generally

installed as part of the NICE installation process. Some customers acquire their own licenses

and provide a machine with a preinstalled SQL Server.

• From Release 4.1 and higher:

• Import the Capacity Planner. The Capacity Planner should be an XML file. If you have

received an Excel file instead of an XML file, confirm with Sales that it has been fully

completed. Do not make changes to the Excel file!

• Define storage paths and database size for Screen Loggers.

• If requested by the customer, you can change the default partitions paths.

To define the configuration of the installation:

1. In the Installation Configuration window, select the type of Applications Suite: Contact

Center or Compliance.

NOTE: In Maintenance or Upgrade mode, some fields are read-only. Other fields

might be pre-filled from discovery, and open for editing. Still other fields will require data

entry.


44



Figure 2-14 Installation Configuration Window

2. Proceed as follows:

• For Release 4.1 and higher: Continue with Step 3.

• For Releases 3.2 and 3.5 only: Continue with Step 8.

3. In the Database area, click Browse and select the predefined NICE Capacity Planner. This

must be an XML file.

4. If this is the only, or the first Data Hub, in the DataHub box, select Master | Master.

-or-

If this is a secondary Data Hub, select the relevant Data Hub.

The SRT currently supports testing and exporting details of only one Data Hub per SRT

session. In sites with multi-data hubs, you created a separate SRT Session for each data hub,

using the same NICE Capacity Planner.

5. If you selected the NICE Screen Logger component for any of the machines, you must

define its storage path and capacity. Do the following:

NOTE: You do not need to be connected to the machines to complete this process.

Figure 2-15 Define Screen Logger Storage

Applicable from Release 4.1 only

Applicable from Release 4.1 only

Enabled only when connected to

a machine with a preinstalled

SQL Server


45



a. In the User-Defined Paths area, in the Type list, select Screen Logger Storage.

b. In the Server list, only the server where you defined a NICE Screen Logger appear. Select

one of the servers.

The Partition Selection window appears.

Figure 2-16 Screen Logger Partitions

c. Select a partition for Screen storage. Do not select partition C or partition D!

d. Define the capacity for the Screen storage. The maximum Screen Logger storage capacity

is 500 GB.

e. Click OK.

f. Repeat Step 5 for each Screen Logger.

6. If the customer asked you to define specific partition paths, do the following:

NOTE: You do not need to be connected to the machines to complete this process.

Figure 2-17 Define a User-Defined Path

a. In the User-Defined Paths area, in the Type list, select the storage path you want to

change.

b. In the Server list, select one of the servers.

The Partition Selection window appears.


46



Figure 2-18 Partition Selection

c. Select a partition.

NOTE: Since you are not connected to the machine, all partition letters appear. Make

sure that you select a partition that exists on the machine. If you select a partition that is

not on the machine, then when the customer connects to the machine and runs the tests,

this test will fail. If you are connected to the machine, then only the partitions that are

defined on the machine will appear.

d. Click OK.

e. Repeat Step 6 for each User-Defined Path.

7. From Release 4.1: Only NT Authentication is supported. Confirm that it is selected. Then

continue with Step 9.

8. For Releases 3.2 and 3.5: Select either NT Authentication or SQL Authentication.

If you selected SQL Authentication and are connected to a machine with a preinstalled SQL

Server, then the SQL Server Instances area is enabled. For each Database, select the SQL

Instance.

If the SQL Server was not preinstalled, it will be installed as part of the NICE implementation

process.

Figure 2-19 SQL Server Instances

9. Click Save to save the SRT Session. Then click Next.

The Security window appears.


47



Figure 2-20 Security Window

10. From Release 4.1 only: During NICE installation, the NICE Deployment Manager agent

application runs in the background on each machine being tested. The user name and password

used by the SRT to connect to each machine is used to run this application. These are the user

names and passwords that were entered in the Server & Client Configuration window.

Optional: You can specify a user name, with valid permissions, that will be used for running

the NICE Deployment Manager agent on all machines. This will be used in place of the user

name and password used to connect to the machine. To do this, select NICE Deployment

Manager Global Domain User. Then enter the User Name and User Password.

Figure 2-21 NICE Deployment Manager Global Domain User

11. If you are not connected to any servers, then default User Names appear. If you are connected

to even one server, then default User Names do not appear; enter the user names now.

12. If you are connected to the SQL Server, and the customer does not have a designated user

account for the SQL Services user, select the SQL Auto Setup creates admin user

checkbox. The SQL Auto Setup will create a designated user for this purpose. Note that this

option will only be available if the SRT was able to successfully connect with the SQL Server.

13. Since you are not connected to all machines, you do not validate credentials and will skip the

rest of this window. The customer will complete this information. Click Save to save the SRT

Session. Then click Next and continue with Defining Integrations on page 48.


48

Chapter 2: SRT for a New InstallationDefining Integrations


Defining Integrations

In the Recording Integrations window, add each integration and all third party software.

Connection details will be added by the customer.

For each Integration or third party software added to the list, a separate tab is added to the SPC.

Figure 2-22 Recording Integrations Window

The customer is required to prepare the entire list.

To define integrations:

1. In the Recording Integrations window, if you are not defining any integrations, select This

site does not have an integration. Then click Next and continue with Creating the SRT

Session, SPC, and ITP on page 51.

NOTE: If you are connected to any of the servers, then you can click Next in this window

without making a selection.

NOTE: Some integrations require third party software. It is recommended to coordinate

with IT personnel before continuing.


49



Figure 2-23 Recording Integrations Window

2. To add an integration, in the Integration Selection area, select a Vendor and then a Type and

the Machine where the integration resides. Then click Add.

TIP: Each integration that you add in this section adds a tab to the SPC. Only Cisco JTAPI

adds additional software requirement tests.

3. The Connection Details area will be completed by the customer. Continue with Step 4.

-or-

If you are connected to the integration, you can test the integration. In the Integrations area,

select the Integration, then click Define Connection.

The connection details for the integration appear. This section varies for each integration.

Complete the information for the integration.

Figure 2-24 Sample Integration Connection Details

4. Click Next.

To be completed by the NICE Project TeamNote that each line addsa tab to the SPC

To be completed by the customer

IMPORTANT! This screen is for

demonstration purposes only. The

fields in this section will vary for

each integration


50



The Validations window appears.

Figure 2-25 Validations Window

The Validations window lists all the tests that will be run. These tests will be run only after the

customer adds the relevant connectivity information.

5. Click Next.

6. Continue with Creating the SRT Session, SPC, and ITP on page 51.

List that appears is for

demonstration

purposes only!


51

Chapter 2: SRT for a New InstallationCreating the SRT Session, SPC, and ITP


Creating the SRT Session, SPC, and ITP

In the Tests window, since you are not connected to the customer’s servers you do not run the

tests. In the Tests window, you create the following files:

• SRT Session


• Installation Test Plan (ITP)

NOTE: In a Multi Data Hub site, the ITP must be created when running the SRT for the last

secondary site.

To create SRT files:

Figure 2-26 Tests Window

1. Click Save to save the SRT Session. This is the SRT Session that you must send to the

customer!

2. Create the SPC as follows:

Create the ITP and the SPC to send to the customer

Save the SRT Session to send to the customer


52



a. Click Export SPC to create the SPC.

NOTE: If you filtered the list of servers, this does not affect the SPC. The SPC will always

be created according to the full list of servers. Client servers are not included in the SPC.

Since connectivity was not tested for some or all of the machines, the Essential Attributes

Completion window appears.

Figure 2-27 Essential Attributes Completion Window

b. One at a time, select a machine and then select a Platform, Operating System, and

Virtual Environment.

TIP: If applicable, select one machine and click Copy Attributes to copy the attributes of

the selected machine to the remaining machines in the list.

c. For servers with an SQL server, specify whether there is a Pre-installed SQL Server.

d. Click OK.

The standard Windows Save As window appears.

e. Select a location and save the Site Prep Checklist. This is the SPC that you must send to

the customer!

Export Begins.

Figure 2-28 Export Site Prep Checklist In Progress

When export is complete, a message appears.

Figure 2-29 Export Site Preparation Checklist Completed

TIP: You can define one machine and copy its attributes to all machines


53



f. Click OK.

3. For NICE Interaction Management Release 4.1 only: Create the ITP as follows:

NOTE: In a Multi Data Hub site, the ITP must be created when preparing for a Secondary

site. Do not create the ITP from the Master site.

a. Click Export ITP to create the ITP.

NOTE: If you filtered the list of servers, this does not affect the ITP. The ITP is always

created according to the full list of servers.

The Installation Test Plan (ITP) Options Window appears.

Figure 2-30 Installation Test Plan (ITP) Options Window

b. To generate an ITP after installing an Update Pack only, select Update Pack Installation.

This option appears when running the SRT in Expansion/Uninstall/Remove mode.

c. Select all options that are applicable to the site deployment. Then click OK.

The standard Windows Save As window appears.

d. Select a location and save the ITP.

4. To close the SRT, click the standard Windows close button.

5. Continue with Completing the SPC on page 54.


54

Chapter 2: SRT for a New InstallationCompleting the SPC


Completing the SPC

Before sending the SPC to the customer, follow these steps to review the content and to complete

missing information.

To review and complete the SPC:

1. Open the SPC from the location where you saved it in the SRT.

Figure 2-31 Sample Site Prep Checklist showing Tabs

2. Click the General Information tab and complete missing information.

3. Confirm that all tabs appear, including a separate tab for each integration.

TIP: By default, some tabs are hidden. To show one or more of these tabs, do the following:

a. Right-click any of the tabs at the bottom of the file and select Unhide from the menu.

The Unhide window, displaying a list of all hidden tabs, appears.

Figure 2-32 Unhide Tabs

b. Select a hidden tab. Then click OK.

SPC Tabs

Use these arrows to scroll to more tabs


55

Chapter 2: SRT for a New InstallationCompleting the SPC


The hidden tab is added to the right of the last tab. To relocate the tab, right-click the tab

and select Move or Copy.

4. Click the General Information tab, complete the NICE Point of Contact section. Review

the remaining content in this tab and correct as needed.

5. On the Servers and Workstations tabs, review the following categories for each server:

a. Hardware

b. Partitions

c. Supported OS and SQL versions

To expand a category, click the plus sign to the right of a row.

6. Check general formatting. If needed, remove non-relevant sections.

7. Continue with Delivery to the Customer on page 56.

Click to expand or collapse a category


56

Chapter 2: SRT for a New InstallationDelivery to the Customer


Delivery to the Customer

Send the customer the following:

1. The SRT Session saved in Creating the SRT Session, SPC, and ITP on page 51.

2. The SPC that was finalized in Completing the SPC on page 54.

3. The following link, enabling the customer to download the SRT application. http://www.extranice.com/EIS/CustomerDocumentation/MaintenanceInformation/DnM/Forms/B


4. Preparing Your Site for Implementation - this is a short guide that instructs the customer on

how to work with the SPC and how to run the SRT. You should review the contents of this

guide before sending it to the customer. To access the latest version of the this guide, use the

following link and then expand the Diagnostics & Monitoring heading. http://www.extranice.com/EIS/CustomerDocumentation/Pages/UserGuides.aspx

IMPORTANT: Send the customer the latest version of the guide. Do not send the customer the

link to the guide.

Continue with Completing and Delivering the ITP on page 57.

NOTE: If you recently sent the customer the SRT application and Preparing Your Site

for Implementation (for Maintenance, Upgrade, or Clusters), you do not need to resend

these items. Inform the customer that they can use the originals.




57

Chapter 2: SRT for a New InstallationCompleting and Delivering the ITP


Completing and Delivering the ITP

Before sharing the ITP with the NICE Project Team, complete the following steps.

To review and complete the ITP:

1. Open the ITP from the location where you saved it in the SRT.

Figure 2-33 Sample ITP

2. Click the Certification tab and complete missing information.

3. On each of the Tests tabs, review the tests. If necessary, you can edit the text of a test.

To expand a category, click the plus sign to the right of a row.

Figure 2-34 Sample ITP Tests Tab

4. If needed, additional tests can be added on the Additional Customized Tests tab only. If this

tab is not needed, it can be removed.

ITP Tabs

WARNING

Do not delete or add tests or lines on any of the Tests tabs! Doing so will result in inaccurate

results on the Summary tab. If a test is not relevant, mark it as N/A in the Result column. You

can edit the text of a test or add additional test on the Additional Customized Tests tab.

Click to expand or collapse a category


58

Chapter 2: SRT for a New InstallationCompleting and Delivering the ITP


5. Check general formatting.

6. Ensure technical accuracy and completeness of the ITP with all members of the NICE Project

Team.

7. Hand over the ITP to the Project Manager for delivery to the Customer and to the PSE.



A

Additional Features

This section describes additional features that you might need to add while preparing the SRT.

Each section describes one feature and can be integrated in to the general workflow for creating

the SRT. At the end of each procedure, are instructions for how to continue.

Contents

Defining a High-End Database ......................................................................................60

Defining an SQL Farm....................................................................................................61

Configuring Multi-Data Centers (MDC) .........................................................................62


60

Appendix A: Additional FeaturesDefining a High-End Database


Defining a High-End Database

This option is applicable for Distributed Deployments only. It is not available for

Semi-Distributed, Unified, or SMB deployments.

What happens when you select High-End Database:

• The SRT automatically updates the SQL and RAM Database requirements to that of the

High-End Database, per the Certified Servers Guide.

When to select High-End Database:

• The customer requires a high-end database in distributed environments.

• When the site has a very large quantity of users.

To Define High End Database:

1. In the Environment window, select the High-End Database checkbox.

Figure A-1 High-End Database

2. Continue with one of the following:

• When defining a clustered environment, return to Step 11 on page 88 in Running SRT in

a Cluster Environment.

• All other environments, return to Step 5 on page 36 in Defining the Site Environment.


61

Appendix A: Additional FeaturesDefining an SQL Farm


Defining an SQL Farm

This option is applicable only for Release 4.1 and higher, and only for Semi-Distributed and

Distributed deployments. It is not available for Unified or SMB deployments.

About SQL Farms

• An SQL Farm is usually an isolated environment with hardened security.

• An SQL Farm is often, but not always, an environment where multiple SQL server

instances/Virtual Machines are installed on the same machine/Virtual Machines.

• The SRT will not install the SRT Agent on this machine, but will only perform remote

queries.

• The SRT only performs WMI remote queries.

• In the NICE environment, the Database and Data Mart are installed on this server, without any

additional components installed on it. If you add additional components, you will receive a

Warning.

When to select SQL Farm

Select SQL Farm when one of the following scenarios applies:

• The Database and Data Mart are on the same dedicated server.

• The customer has designated that the Database and Data Mart will be hosted in an SQL farm

environment.

To select SQL Farm:

1. In the Environment window, select the SQL Farm checkbox.

Figure A-2 SQL Farm

2. Continue with one of the following:

• When defining a clustered environment, return to Step 11 on page 88 in Running SRT in

a Cluster Environment.

• All other environments, return to Step 5 on page 36 in Defining the Site Environment.


62

Appendix A: Additional FeaturesConfiguring Multi-Data Centers (MDC)


Configuring Multi-Data Centers (MDC)

This section is applicable for Release 4.1 and higher only.

When you select MDC configuration, the Applications Package and deployment change to

Custom. As a custom package, in the Server & Client Configuration window, basic servers are

not automatically defined. You must add and configure all servers manually.

Figure A-3 Custom Package

For Multi Data Center requirements, see the Multiple Data Center (MDC) Configuration Guide.

To define a Multi-Data Center:

1. In the Environment window, select the MDC configuration checkbox.

Figure A-4 Environment Window - MDC Configuration

The Applications Package and deployment change to Custom. This means that machines are

not automatically defined. You must add and configure all machines manually as described

in Step 6.

The following steps describe the MDC configuration options.

NOTE: When moving from a single data center to an MDC environment in

Maintenance mode, use this procedure, referring to Maintenance and Upgrade

Options on page 68 when adding servers.


63



Figure A-5 Clusters and MDC Options

Multiple Data Centers (MDC) can operate in the following two modes:

• Active/Active - This means that both data centers are active simultaneously. If one site

fails, the other continues to work.

• Active/Standby - One active system with another twin system in standby. Only one site is

active. In the event of failover, you must manually switch to the second site.

2. To define an Active/Active MDC environment:

a. Select Active/Active.

b. Select Use Multi-Site Cluster Group Virtual Name for the Applications Suite.

c. Enter the DNS Alias Names for the following:

• Database

• Data Mart

• NICE Sentinel

d. Continue with Step 4.

3. To define an Active/Standby MDC environment:

a. Select Active/Standby.

b. Enter the DNS Alias Names for the following:


• Database

• Data Mart

• NICE Sentinel

c. Continue with Step 4.

4. Click Next.

The Server & Client Configuration window appears.

TIP: If you do not know the actual DNS Alias Names, enter temporary names. When

the customer runs the SRT, make sure that correct DNS Alias Names are entered.


64



Figure A-6 Server & Client Configuration Window

You will now add a machine/server for the Applications Suite, NICE Sentinel, Databases, etc.

Also add a sampling of client workstations.

BEST PRACTICE





Test one of each machine type. For example, test one machine that is setup for a supervisor,

one machine that is setup for an agent with ScreenAgent, etc.

This window has two tabs. One for Servers, and one for Clients.

5. To define a MDC environment in Maintenance mode, refer to Maintenance and Upgrade

Options on page 68 as needed.

6. To add server or client workstations, select the relevant tab and click Add.

NOTE: If you added additional servers or client workstations in the Environment window, they

already appear as Unknown Server or Unknown Client.

7. Enter a dummy Host name. Actual host names will be added by the customer. Since you are

not testing connectivity, a dummy host name is sufficient. Each machine must have a different

dummy host name.

Add


65



8. Enter a meaningful Display Name. This name will be used to identify the machine in the

SPC.

9. In the Components section, select the components to be installed on this machine.

10. NICE Deployment Manager (NDM) must be installed on either the NICE Sentinel Server, the

Applications Suite Server, or a on Dedicated Server.

BEST PRACTICE

Install NICE Deployment Manager on the Sentinel Server. NICE Deployment Manager

resides on-site and is used for Update Pack installation and Maintenance. The Sentinel Server

is a diagnostic machine and therefore recommended for this purpose.

11. Repeat from Step 7 for each machine on the Servers tab and on the Clients tab.


Since you are not connected to the site, there is no need to test connectivity.

13. Click Next.

Since you entered only dummy addresses, you will receive a connectivity warning message.

Figure A-7 Connectivity Warning

14. Click OK.

15. Continue with Defining the Configuration of the Installation on page 43.



B

Creating an SPC for Maintenance or Upgrade

This section describes the process for running the SRT in Maintenance or Upgrade mode.

The process for maintenance and for upgrade begins with the customer running the SRT and

selecting either Maintenance or Upgrade mode. The SRT polls all machines and creates a baseline

SRT Session. You must acquire this SRT Session from the customer.

At the end of this process, you send the following files to the customer:

• SRT Session


For Release 4.1 only, a new Installation Test Plan (ITP) is created.

Contents


Maintenance and Upgrade Options ..............................................................................68

What to Send to the Customer before you Run the SRT ............................................71

Running the SRT with an SRT Session from the Customer .......................................72

Modifying the Site Environment....................................................................................76

Adding or Removing Components and Servers..........................................................79


67

Appendix B: Creating an SPC for Maintenance or UpgradePreparing to Run the SRT



In this chapter, the SRT is run in Maintenance or Upgrade mode using the SRT Session that was

started by the customer.

Who runs the SRT? NICE Project Team

What is the purpose of this run? • Add/remove/change components and servers

defined in the SRT Session.

• Prepare an SRT Session and SPC for the customer’s

repaired or upgraded site.







connectivity.

TIP: You might want to retain access to the Certified

Servers Guide and Design Consideration Guide while

running the SRT. If you are disconnecting from the

internet to run the SRT, first download these documents.




What to prepare before beginning • The SRT Session that was initiated by the

customer is either maintenance or upgrade mode.

See What to Send to the Customer before you

Run the SRT on page 71.

• For Release 4.1 and higher: NICE Capacity

Planner in XML format


68

Appendix B: Creating an SPC for Maintenance or UpgradeMaintenance and Upgrade Options


Maintenance and Upgrade Options

A major part of any maintenance or upgrade activity is arranging the servers and components in

the Server & Client Configuration window of the SRT. Table B-1 below describes different

scenarios that might occur. You will be modifying this window as part of the procedure in

Modifying the Site Environment on page 76.

Figure B-1 Server & Client Configuration Window

Table B-1: Maintenance and Upgrade Options

To make this change... Do the following... Example

Add a new machine 1. Select the relevant tab (Servers or Clients).

2. Click Add Server or Add Unified Recorder.

3. Select the Components to be installed on the

machine.

Add another Logger.

Add more components to an

existing machine

1. Select the machine.

2. Select the new Components.

Add a Storage Center.

Move a component from one

Server to another existing

Server, without adding or

removing a Server

1. Select the machine where the component is

currently installed.

2. Clear the checkbox for the Component being moved.

3. Select the machine to where the component is

being moved.

4. Select the Component.

Move the Media Library

from the Applications

Server to the Database

Server.

Add Unified ServerRemove ServerDisable ServerRemove Server Without Uninstall

Add Server


69



Move components from an

existing Server to a new Server

1. Select the machine where the component is

currently installed.

2. Clear the checkbox for the Component being moved.

3. Click Add Server or Add Unified Recorder. A

new machine is added.

4. Select the same Component that was removed

from the first machine.

Note: The PSE will have to confirm this move in

NICE Deployment Manager. If two servers have the

same component, the PSE will have to specify which

occurrence of the component is being moved to

each server.

Expand from a Unified

deployment where the

Database and Applications

Servers are on the same

machine, to a Distributed

deployment, where they

are on separate machines.

Remove a machine completely

from the system, without

replacing it.

This also uninstalls all

components on the machine

and removes them from the

system.


2. Click Remove Server.

Remove a Logger.

Uninstall a component from a

machine, while leaving the

machine intact.

This does not reinstall the

component on a different

machine.


2. Clear the checkbox for the Component being uninstalled.

Remove the Media Library.

Replace a faulty Server 1. Select the faulty machine.

2. Make a note of which Components were

installed on the machine.

3. Click Remove Server without Uninstall.



5. Select the same Components that were on the

faulty machine.

Replace a server that was

physically damaged.

In Upgrade mode only, replace

an existing server with a new

server, while keeping the old

server functional, but not a

working part of the site.

1. Select the old machine.

2. Clear the checkboxes next to each component.

When all components are cleared from the

machine, the Disable Server button will become

enabled.

3. Click Disable Server. The server will be removed

from the site, while the components on will not be

uninstalled.



5. Select the Components to be installed on the

new machine. These should be the same

components that were on the disabled server.

Upgrade to a new server,

while keeping the old

server ready in case

rollback is required.

Table B-1: Maintenance and Upgrade Options (Continued)



70



In Upgrade mode, to transfer a

TDM Logger (NICELog Voice

Logger) that is already installed

with version 9.4 or higher to the

upgraded site.

1. Select the TDM Logger.

2. Click Remove Server without Uninstall.

3. After the system has been upgraded to NICE

Interaction Management Release 4.1, run NICE

Deployment Manager, selecting Update Site

Map/Add Existing Machine. Use the NDM.DB

file from the upgrade and the SRT site map from

the Standalone Component run.

Upgrade all Loggers over a

period of time, prior to

upgrading NICE Perform

3.5 to NICE Interaction

Management 4.1.

Table B-1: Maintenance and Upgrade Options (Continued)



71

Appendix B: Creating an SPC for Maintenance or UpgradeWhat to Send to the Customer before you Run the SRT


What to Send to the Customer before you Run the SRT

The process for maintenance and for upgrade begins with the customer. Ensure that the customer

has the following:

1. Preparing Your Site for Implementation - this is a short document that instructs the customer

on how to run the SRT for maintenance or for upgrade. You should review the contents of this

guide before sending it to the customer. Use this link to access the guide and then expand the

Diagnostics and Monitoring heading:


2. The following link, enabling the customer to download the SRT application. http://www.extranice.com/EIS/CustomerDocumentation/MaintenanceInformation/DnM/Forms/B


3. In the case of an upgrade, ensure that the customer knows which Product and Release to

select.

EXAMPLE: NICE Interaction Management 4.1

4. After you receive the SRT Session from the customer, you can continue with Running the

SRT with an SRT Session from the Customer on page 72




72

Appendix B: Creating an SPC for Maintenance or UpgradeRunning the SRT with an SRT Session from the Customer


Running the SRT with an SRT Session from the Customer



From Release 4.1 and up, and in Maintenance mode only, if the customer sent an Inventory file

(NDM.DB) in place of an SRT Session, use this procedure, following the instructions for working

with an Inventory file.

To run the SRT for maintenance:

1. Save the SRT session that you received from the customer on the machine where you will be

running the SRT.


NOTE: If your machine is configured with Microsoft Windows 7 or Microsoft

Windows 2008, then when you start SRT.exe, a UAC warning window appears. Click

Yes to run as Administrator.


Figure B-2 Site Readiness Tool - Welcome Window

3. Click Next.

TIP: If you need to download the Site Readiness Tool, see Downloading Site

Readiness Tool Software on page 30.


73




Figure B-3 Start Window



4. Select Load previously saved session. Then click Browse and select the SRT session that

you received from the customer. Then click Next.

NOTE: For Release 4.1, and in Maintenance mode only, if you have received an Inventory

file (NDM.DB) from the customer, select Start a New Session, and then click Next.


Figure B-4 Company and Customer Point of Contact Information Window


74



5. This window contains the customer’s contact information. It appears in all Summary Reports.

If needed, you can edit these fields. Then click Next.


Figure B-5 Work Mode Window

6. Confirm that the correct Release is selected. If there is an error, then the customer must create

a new SRT Session with the correct release; this SRT Session cannot be used.

7. For upgrade or for maintenance mode with an SRT Session received from the customer, do

the following:

a. Select Work Offline and then click Next.


b. Continue with Modifying the Site Environment on page 76.

8. In release 4.x and up, for maintenance only, if the customer sent you an Inventory file

(NDM.DB), do the following:

a. Select Maintenance.

b. Select Inventory file and click browse to select the NDM.DB file.

TIP: The Browse window automatically opens to the location of the Inventory file.

Confirm that the correctRelease is selected

Select Work Offline


75



Figure B-6 Inventory File

c. Click Next.


d. Continue with Modifying the Site Environment on page 76.


76

Appendix B: Creating an SPC for Maintenance or UpgradeModifying the Site Environment


Modifying the Site Environment

BEST PRACTICE

Additional servers and workstations can be added in the Environment window, or in the

Server & Client Configuration window. Best Practice is to click Next in the Environment

window and proceed to the Server & Client Configuration window where you can see what the

customer has at their site before adding servers. If needed, add or remove servers in the Server

& Client Configuration window.

Figure B-7 Environment Window in Maintenance Mode

To modify the site’s environment:

1. In Maintenance mode, continue with Step 3.


77



Figure B-8 Environment Window in Upgrade Mode

2. In Upgrade mode only, the Migration of Database and Migration of Data Mart areas are

enabled. The customer might have already made a selection. If necessary, change the selection

as follows:

• Retain existing SQL machine - The SQL database/data mart will remain on the same

machine, with no changes to the machine.

• Use new SQL machine - Migrate the SQL database/data mart to a different machine. If

after migration, the database and data mart will reside on different machines, select Split.

NOTE: This option adds a server, with the relevant component selected, to the

configuration. The customer will be required to prepare this server.

• Use temporary SQL machine - The SQL database/data mart will remain on the same

machine. However, the machine needs to be upgraded first. If you select this option, it

must be selected for both the database and the data mart.

NOTE: This option adds a server, with the relevant component selected, to the

configuration. The customer will be required to prepare this server.

IMPORTANT

If the database and data mart are being split, the PSE must manually configure the new

database/data mart configuration in the System Administrator as described in the Upgrade from

NICE Perform 3.1/3.2/3.5 to Release 4.1 Guide.


78



3. From Release 4.1 only: You can add, remove, or change any of the following:


• Defining an SQL Farm on page 61 (Semi-Distributed and Distributed deployments only)


4. Releases 3.2 and 3.5, Distributed Deployment only: You can add or change the following:

• Defining a High-End Database on page 60

5. Click Next and continue with Adding or Removing Components and Servers on page 79.


79

Appendix B: Creating an SPC for Maintenance or UpgradeAdding or Removing Components and Servers


Adding or Removing Components and Servers

The Server & Client Configuration window is where you will be doing most of your work. Each

machine and the components to be installed on it must be defined in this window.

Figure B-9 Server & Client Configuration Window - Servers Tab

From Release 4.1: You are required to add all Loggers to the SRT. NICE Deployment

Manager will only configure Loggers that are defined in the SRT.

BEST PRACTICE





Test one of each machine type. For example, test one machine that is setup for a supervisor,


IMPORTANT

This step contains the core information of the package. The information in this step is used to

produce the Site Prep Checklist and affects the entire project delivery.



proceeding.

The list of Components

varies according to the

Product and Release

Add/Remove/Disable/

Remove Without

Uninstall


80



Guidelines for defining Servers and Clients

• When the SRT is run by the customer in maintenance mode or upgrade mode, the SRT

discovers only servers, not client workstations. Therefore, it is recommended to add one of

each type of client workstation to the SRT, especially if new capabilities or features were

added to the system.

• To replace a faulty server, do not remove the server. Instead, select the server and click

Remove Server without Uninstall. This preserves the server’s place in the NICE system.

During the same SRT session, click Add Server, to add the replacement server.

EXAMPLE: You have a faulty Logger. Select the faulty Logger and click Remove Server without Uninstall. Then click Add Server and define the replacement Logger with all the same components as the faulty Logger.

Add Server

Add Unified ServerRemove Server Disable Server

Remove Server

without Uninstall

Stops services

on the server

n/a Stops services Stops services No

Includes the

server in the

Site Map

n/a No No No

Uninstalls

components on

the Server

n/a Stops services No No

When is this

option used?

Add a new server,

such as another

Logger or Storage

Center, to an existing

site.

Add a new unified

server.

Downsizing. Use to

remove extra

Loggers, Storage

Centers, etc.

When upgrading to a

new machine. Disable

the old machine and

save it on the side. In

the event that rollback

is required, the old

machine is ready for

use.

• Replacing a

machine that is

physically

damaged.

• During Upgrade

from a NICE

Perform 3.x

system, before

migrating the

databases,

remove all TDM

Loggers (NICELog

Voice Loggers)

that are already

installed with

version 9.4 or

higher. After

migration is

complete, these

Loggers must be

added back into

the Site Map as a

Standalone

Component.


81



To modify servers and clients:

1. In the Server & Client Configuration window, add, remove, or change the configuration of

servers as described in the following steps.

Figure B-10 Server & Client Configuration Window - Servers Tab

Figure B-11 Server & Client Configuration Buttons

2. Use the Server & Client Configuration buttons as follows:

NOTE: For guidance, see Maintenance and Upgrade Options on page 68.

• Add Server - add a new machine.

• Add Unified Recorder - add a new machine that can include a Logger and Interactions

Center all-in-one.

• Remove Server - uninstall a machine; remove the machine and all of it’s components

from the NICE system.

• Disable Server - remove the machine from the Site Map, however, do not uninstall it’s

components. This option is available only in Upgrade mode, and only after all components

have been unchecked for the server. This option preserves the server in its current state in

case rollback is required.

The list of

Components varies

according to the

Product and Release

Add/Remove/Disable/

Remove Without

Uninstall

Add Server

Remove Server

Remove Server

Disable Server

without Uninstall

Add Unified Recorder


82



• Remove Server without Uninstall - remove the machine, retaining the machine’s

identity and components in the Site Map. Use this option when replacing a faulty machine.

3. Since you are not connected to the site, and are not testing connectivity, enter a dummy Host

name. Actual host names will be added by the customer. Each machine must have a different

dummy host name. If the Display Name is blank, enter a Display Name. Continue

with Step 4.

4. For Release 4.1 and higher: NICE Deployment Manager (NDM) must be installed on either

the NICE Sentinel Server, the Applications Suite Server, or on a Dedicated Server.

BEST PRACTICE


Manager resides on-site and is used for Update Pack installation and Maintenance.

5. Repeat this entire procedure for all Servers and Clients.


7. Click Next. Since you entered only dummy addresses, you will receive a connectivity warning

message.

Figure B-12 Connectivity Warning

8. Click OK. The Installation Configuration window appears. Continue with the standard

procedures for creating the SRT Session, beginning with Defining the Configuration of the

Installation on page 43.

Figure B-13 Installation Configuration Window



C

Running the SRT in a Cluster Environment

The SRT does not support Cluster environments for NICE Perform Releases 3.2 and 3.5.

This section describes the process for running the SRT in a Cluster environment. You, as the

NICE Project Team, run the SRT to initiate the SRT Session with the Clustering page.

Contents


Running SRT in a Cluster Environment .......................................................................85

IMPORTANT

If the customer has only the databases or data mart on a cluster, and no other components, do

not use this procedure. Instead, follow the instructions in SRT for a New Installation

on page 28.


84

Appendix C: Running the SRT in a Cluster EnvironmentPreparing to Run the SRT



In this chapter, the SRT is run in New Site Mode using the SRT Session that was started by the

customer.



• To continue a session after closing the SRT, start the SRT and load the saved SRT Session.

• To make a single change in an SRT Session, load the session, then click Next until you reach

the required step.

• You cannot change the Application Package in an SRT Session. To change the Application

Package, you must start a new session and re-enter all the information.

• You cannot change the Microsoft Cluster Name. To replace the Microsoft Cluster Name, you

must remove the cluster definition and create a new one.


relevant information and can rightfully move on to the next step.

Who runs the SRT? • NICE Project Team

What is the purpose of this run? • Initiate an SRT Session with the Cluster page.







connectivity.

Important to know If the exact Microsoft Cluster Name is not known, run

the SRT using a temporary name to create an SRT

Session and SPC. The customer can use this SPC as a

guide for preparing the site. Then you will run the SRT

again using the exact Microsoft Cluster Name to create

an accurate SRT Session that the customer can use for

testing connectivity and site readiness.

The SRT Session can be saved at any time, during any



Once you select Cluster environment, the Applications

Package is automatically defined as Custom and default

servers are not defined. You must add servers separately.


85

Appendix C: Running the SRT in a Cluster EnvironmentRunning SRT in a Cluster Environment


Running SRT in a Cluster Environment



To prepare an SRT Session for a Cluster environment:


NOTE: If your machine is configured with Microsoft Windows 7 or Microsoft Windows 2008,

then when you start SRT.exe, a UAC warning window will appear. Click Yes to run as

Administrator.


Figure C-1 Site Readiness Tool - Welcome

2. Click Next.

IMPORTANT

As part of this procedure, you add the Clustering page to the SRT Session. Database and data

mart clusters are not defined on the Clustering page. Therefore, if the customer has only the

databases or data mart on a cluster, and not other components, do not use this procedure.

Instead, follow the instructions in SRT for a New Installation on page 28.

TIP: If you need to download the Site Readiness Tool, see Downloading Site

Readiness Tool Software on page 30.


86




Figure C-2 Start



3. Select Start a new session. Then click Next.


Figure C-3 Company and Customer Point of Contact Information

TIP: Once you have saved the file, if you make changes to the Company Name or Site, the

original file name will not be changed.

4. The Company and Customer Point of Contact Information appears in the Session Summary

Reports. Complete this information. Then click Next.

The Company Name and Site become

part of the SRT Session file name

The Company Name becomes part

of the SPC file name


87




Figure C-4 Work Mode Window

5. In the Work Mode area, select New Site.

6. In the Target Product & Release area, select NICE Interaction Management and

Release 4.1.

7. Click Next.


Figure C-5 Environment Window

If this is not a new

Session, this

window will be

read-only.

SelectCluster configuration


88



8. In the Clusters and MDC area, select Cluster configuration.

The Applications Package changes to Custom Package.

9. If the customer has either the databases or data mart on a cluster, select SQL Farm.

10. In a Multi Data Center, in the Clusters and MDC area, select MDC configuration.

NOTE: For information on Multi Data Centers, see the Multiple Data Center (MDC) Configuration Guide.

11. Optional: If required by your environment, define one or more of the following:


• Defining an SQL Farm on page 61 (Semi-Distributed and Distributed deployments only)


12. In a Multi Data Hub site, if you are preparing a secondary site, then in the Data Hub type

area, select Secondary.

13. Click Next.

The Clustering window appears.

Figure C-6 Clustering Window

14. In the Add a Cluster area, click New as shown in Figure C-6.

The New button changes to Add, the fields in the Add a Cluster area are enabled, and the

Offline checkbox appears.

Click New


89



Figure C-7 Clustering Window - New Cluster

15. In the Microsoft Cluster Name field, do as follows:

• If you know the correct cluster name, enter the correct cluster name.

• If you do not know the correct cluster name, enter a temporary name.

16. Since you are not connecting to the cluster, you can enter a dummy Username and

Password.

17. Select Offline. The Primary node and Secondary node fields appear.

18. Select the Cluster Type (this field can be edited by the customer):

Local - Both nodes use the same subnet. This requires one virtual IP address.

Multi-Site - Each node uses a different subnet. This requires two virtual IP addresses.

19. Enter the names of the Primary node and Secondary node. If you do not know the correct

names, you can enter temporary names (this field can be edited by the customer).

20. In the Add a Cluster area, click Add as shown in Figure C-8.

The cluster is added to the Managed Clusters list.

NOTE: In the Managed Clusters and Components lists, italic fonts indicated that the

cluster/component is not connected.

IMPORTANT

Once you define the Microsoft Cluster Name, it cannot be changed. If the correct name is not

available, enter a temporary name so that you can continue and generate a complete SPC with

cluster requirements for the customer. After the customer installs the cluster and supplies the

correct Microsoft Cluster Name, you will have to rerun the SRT, remove this temporary

cluster, and define a new cluster with the correct name.


90



Figure C-8 Clustering Window - Defining a Cluster

21. In the Clustered Components area, click New.

Figure C-9 Clustering Window - New Clustered Component

The New button changes to Add, and the Clustered Components area becomes enabled.

Click Add

Click New


91



Figure C-10 Clustering Window - New Component

22. Complete the Clustered Components area as follows:

• Component - Select the component to be installed on the cluster. Available options are:


• Interactions Center

• Insight-to-Impact Connect

• Reporter

• Group name - A default name appears.

IMPORTANT

Database and Data Mart clusters do not appear in the Components list. To define a Database

and/or Data Mart cluster, do the following:

a. In the Environment step, select SQL Farm. See Figure C-11 on page 92.

b. In the Server & Configuration step, add one server for each cluster (not two). See

Adding Components and Servers on page 93.

c. For the server defined for the cluster, select the Database and/or Data Mart component

installed on the cluster.



d. When the customer runs the SRT, make sure that the customer enters the SQL Cluster

Group Virtual Name in the Display Name field for the cluster server, not the host name.


92



• Group Virtual Name - Enter a temporary name.

• Primary node - Select the primary node.

• Group Virtual IP - Enter a temporary value.

• Secondary node - Select the secondary node.

• Group secondary virtual IP - relevant for a multi-site cluster only. Enter a temporary

value.

NOTE: If you entered temporary names for the Primary node and Secondary node, these

are the names that will appear in these fields. Select the relevant node for each.

23. Click Add.

The component is added to the Components list for the cluster and the Add button reverts back

to New.

Figure C-11 Clustering Window - New Component

24. If more than one component is installed on the same cluster, repeat from Step 21.

25. To add another cluster, repeat from Step 14.

26. Click Next and continue with Adding Components and Servers on page 93.


93

Appendix C: Running the SRT in a Cluster EnvironmentAdding Components and Servers


Adding Components and Servers

The Server & Client Configuration window is where you will be doing most of your work. Each

machine and the components to be installed on it must be defined in this window.

Figure C-12 Server & Client Configuration Window - Servers Tab

Each node of the defined Clusters appear in Servers list. The components are already added to

these servers. You cannot change these components.

You are required to add all Servers, including all Loggers, to the SRT. NICE Deployment

Manager will only install and configure Servers and Loggers that are defined in the SRT.

BEST PRACTICE





Test one of each workstation type. For example, test one machine that is setup for a supervisor,


IMPORTANT

This step contains the core information of the package.



proceeding.

Components to be

installed on the node

Cluster Nodes


94



To define the remaining servers and clients:

1. In the Server & Client Configuration window, on the Servers tab or on the Clients tab,

click Add.

Figure C-13 Server & Client Configuration Window - Servers Tab

New Servers appear as Unknown Server on the Servers tab.

New Client Workstations appear as Unknown Client on the Clients tab.

2. If the customer has either the databases or data mart on a cluster, add one server for each

cluster (not two). Then select the Database and/or Data Mart component installed on the

cluster. When the customer runs the SRT, make sure that the customer enters the SQL Cluster

Group Virtual Name for the machine in the Display Name field. Do not enter the host name.



3. Since you are not connected to the site, and are not testing connectivity, enter a dummy Host

name. Actual host names will be added by the customer. Each machine must have a different

dummy host name.




Select Components

Servers and Clients tabs


95



4. In the Display Name field, enter a name for identifying the server.

5. In the Components section, select the relevant components to be installed on this machine.

Use the following guideline:

• NICE Deployment Manager (NDM) must be installed on either the NICE Sentinel

Server, the Applications Suite Server, or on a Dedicated Server.

BEST PRACTICE


Manager resides on-site and is used for Update Pack installation and Maintenance.

6. Repeat from Step 1 until all Servers, Loggers, and Workstations are added.


8. Since you are not connected to the site, there is no need to test connectivity. Click Next.

9. Since you entered only dummy addresses, you will receive a connectivity warning message.

Click OK.

Figure C-14 Connectivity Warning

The Installation Configuration window appears.

Figure C-15 Installation Configuration Window

10. Continue with the standard procedures for creating the SRT Session, beginning with Defining

the Configuration of the Installation on page 43.



D

Exporting the SRT Site Map

Prior to running NICE Deployment Manager, the SRT must be run to test connectivity and, for

Release 4.1 and higher, to create the SRT Site Map (.srt). The SRT Site Map is the file that is

imported into NICE Deployment Manager, and must be created not more than 24 hours prior to

starting NICE Deployment Manager.

The PSE is responsible for this SRT run and must do so using the latest SRT Session that the

Customer sent to the NICE Project Team. Instructions for the PSE can be found in the NICE

Interaction Management Installation Guide or in SRT for NICE Perform 3.2/3.5 Guide.

In the event that the latest SRT Session is not available, this chapter describes how the PSE can

create a new SRT Session and complete the process.

Contents


Creating an SRT Session...............................................................................................98

Exporting the SRT Site Map for NICE Deployment Manager....................................101

NOTE: To test connectivity and to export the SRT Site Map required by NICE

Deployment Manager, you must have connectivity to all machines.


97

Appendix D: Exporting the SRT Site MapPreparing to Run the SRT



In this chapter, the SRT is run in New Site Mode to create a new SRT Session and to export the

SRT Site Map.



• To continue a session after closing the SRT, start the SRT again and load the SRT Session as

described in Initializing an SRT Session on page 31.

• To make a single change in an SRT Session, load the session. Then click Next until you reach

the required step.


relevant information. Only then can you move on to the next step.

Who runs the SRT? • PSE

What is the purpose of this run? • Release 4.1 and higher: Test connectivity and

requirements, and export the SRT Site Map (.srt)

file for import into NICE Deployment Manager.

• Releases 3.2 and 3.5: Test connectivity and

requirements.

Where is the SRT run? On any machine connect to the customer’s servers and

that meets the requirements in Prerequisites for

Running the SRT on page 23.




What to prepare before beginning • For Release 4.1 and higher: NICE Capacity

Planner in XML format.


98

Appendix D: Exporting the SRT Site MapCreating an SRT Session


Creating an SRT Session

Use this procedure to create the SRT Site Map if the SRT Saved Session is not available.

In this procedure, you will be creating a new session and testing connectivity.

Follow the process beginning with Downloading Site Readiness Tool Software on page 30,

making changes as noted below.

1. Complete the following procedures as is:

a. Downloading Site Readiness Tool Software on page 30

b. Initializing an SRT Session on page 31

c. Defining the Site Environment on page 34

2. Complete Configuring Servers and Clients on page 37 with the following changes:

a. In Step b on page 40, in order to export the SRT Site Map (.srt) file for NICE

Deployment Manager, you must be connected to the site and test connectivity. Do the

following:

• Enter the Host Name of the machine.

• Enter the User Name and Password of a user with administrative privileges on this

machine. Examples:

local user account: johns

domain user: DomainName\johns

BEST PRACTICE

If the User name and Password are identical on all machines, do as follows:

• Enter the User name and Password for one machine. Then click Copy Credentials.

Copy Credentials will overwrite any user name and password already defined. So, first copy,

and then, if needed, change the credentials of individual machines.

b. In place of Step 12 on page 42, you must test connectivity: Select all the machines on the

Servers tab and click Test Connectivity.

IMPORTANT

To complete this process, you must have connectivity to all machines.


99



NOTE: As part of testing connectivity, the SRT automatically installs and launches the

Site Readiness Tool Agent (SRTA.exe) on each machine. SRTA runs in the background and

does not require user intervention.

c. Repeat Step b for the Clients tab.

d. If all machines on both the Servers, and the Clients tabs are successfully connected,

click Save to save the SRT Session. Then click Next and continue with Step 3.

3. Complete Defining the Configuration of the Installation on page 43 until Step 11

on page 47. Then do the following:

a. Enter the User Names and Passwords.

b. If you are connected to the SQL Server, and the customer does not have a designated user

account for the SQL Services user, select the SQL Auto Setup creates admin user

checkbox. The SQL Auto Setup will create a designated user for this purpose. Note that

this option will only be available if the SRT was able to successfully connect with the SQL

Server.

c. Enter a valid Password for each of the following. You might also need to change the

User Names.

• NICE Services user - The user under which all the NICE components will run. This

user is also used by the relevant components to connect to the Database.

• NICE Administrator login user - The Windows (NT) login used by the system

administrator role to connect to the Database.

• SQL Services user - The user under which the SQL Server services will run. If you

have a designated user account for the SQL Services user, enter this designated user

account.

IMPORTANT

Each server and client workstation must successfully past the Connectivity Test.

Green indicates a

successful test

TIP: To view connectivity details for a failed machine, click the indicator icon next to the

machine. Correct the problem(s) indicated, save the SRT Session and then retest.


100



• Sentinel Services user - The user under which the Sentinel services will run.

• Anonymous logon for IIS Server user - This is applicable for Release 3.2 and 3.5

only, and only on a Windows 2003 operating system.

• Database SQL Credentials - If your site uses SQL authentication, then this field

will be enabled. Enter the credentials for the Database Server.

• Data Mart SQL Credentials - If your site uses SQL authentication, then this field

will be enabled. Enter the credentials for the Data Mart Server.

d. Click Validate Credentials.

e. Click Save to save the SRT Session. Then click Next.

4. Complete Defining Integrations on page 48 with the following change:

• In Step 3 on page 49, complete the Connection Test area.

5. Do not perform the following procedures:

a. Creating the SRT Session, SPC, and ITP on page 51

b. Completing the SPC on page 54

c. Delivery to the Customer on page 56

6. Continue with Exporting the SRT Site Map for NICE Deployment Manager on page 101.


101

Appendix D: Exporting the SRT Site MapExporting the SRT Site Map for NICE Deployment Manager


Exporting the SRT Site Map for NICE Deployment Manager

In this procedure, you do the following:

1. Test all machines for readiness. The previous tests were for connectivity. Now the

machines are being tested for prerequisites and readiness.

2. Export the SRT Site Map (.srt) file that is required to run NICE Deployment Manager.

To run SRT tests and export the SRT Site Map:

1. In the Tests window, select all Servers and all Clients.

Figure D-1 Tests Window

2. Verify that the SRT has connectivity to all Servers and to all Clients .

IMPORTANT

NICE Deployment Manager must be started within 24 hours of creating the SRT Site Map in this

procedure. If, for some reason, NICE Deployment Manager is not started within 24 hours, you

must recreate this file.

NOTE: The SRT runs the tests based on the default ports used in the NICE System.

However, in some sites, due to configuration considerations, some of the port numbers

may have been changed. In such cases, you must update the SRT to use the new port

numbers. To update port numbers, do the following:

a. Expand Network Requirements.

b. Scroll down to the relevant row, then double-click the Port number and enter a new

Port number.

c. Press Enter. A Warning window appears. Click OK.

1. All Servers and Clients

2. All Servers and Clients

3. All Tests must be selected

4. Click Run Tests

must be selected

must be connected


102



3. Verify that all tests are selected.

By default, in the Tests window, all servers and all tests are selected.

• To bypass all tests for a server, clear the checkbox for that server.

Figure D-2 Bypassing All Tests for a Server

• To bypass only some tests for a server, click the server in the servers list, then clear the

checkbox for the tests to be skipped. The checkbox for the server remains selected.

Figure D-3 Bypassing One Set of Tests for one Server

NOTE: When you bypass tests, they are bypassed only for the selected server. To

bypass a test for more than one server, select each server separately.

4. Click Run Tests. The SRT runs. This process takes a few minutes.

The color indicator next to each server indicates its status:

Green indicates that all tests were successful

Yellow indicates that some warnings occurred. You can proceed with installation, however,

it is highly recommended to review the warnings first.

Red indicates that crucial tests failed and installation cannot proceed.

Some tests cannot be performed while the NICE system is running. In this case, a warning

message appears.

Figure D-4 Run Tests - Warning

This server will

not be tested

Only one server

is selected

Tests for Partitioning

Requirements will be skipped

only for the selected server


103



5. If the Warning message appears, select one of the following options:

6. You can view test results in this window, or click Next to review test results in the Report

window.

Option What will happen

• Abort Select this option to abort running all tests.

• Retry Select this option if the user has decided that the system can be stopped.

Before selecting Retry, the user must manually stop ALL of the NICE

Services and SQL services on all of the machines specified in the left pane

(servers and clients).

Selecting this option runs all the SRT tests.

• Ignore Select this option if the NICE system cannot be stopped. By selecting this

option, the SRT will clear the Network Requirements and CTI

Requirements Tests from all of the selected servers so as not to interfere

with recording.


104



Figure D-5 Report Window

TIP: There are several links on this page and throughout the report. Click a link to drill-down

for more detailed information.

The report is automatically saved in PDF and in Excel format in the following location:

...\<SRT Files>\Reports

Figure D-6 Report Location

NOTE: In PDF or Microsoft Word format, information in collapsed areas will not be

accessible. If you will be using one of these formats, expand the areas that you need, and

save the file again. In Microsoft Excel format, all information is available and links are active.

7. If there are no failed tests, then the SRT is complete. Click Export to NDM.

The standard Windows Save As window appears. The SRT Site Map has an SRT extension.

Figure D-7 Sample SRT Site Map File Name

8. Select a location and save the SRT Site Map (.srt).

This is the SRT Site Map that you will need to import into NICE Deployment Manager!

Start NICE Deployment Manager within 24 hours of creating this file.

9. Close the SRT.

Save Report Save SRT Session

Export to NDM


63Preparing Your Site for Implementation - A Guide for the NICE Customer (Rev. A6)

C

TDM Logger Firewall Settings

The following procedure describes how to connect to a TDM Logger from the SRT while the

Windows firewall is enabled.

To enable the Windows Firewall on a TDM Logger:

1. Define ports 8085 and 135 as TCP Ports as follows:

• Set the Scope for Any computer

Figure C-1 Change Scope Window

• Verify that File and Printer Sharing are enabled


64

Appendix C: TDM Logger Firewall Settings

Preparing Your Site for Implementation - A Guide for the NICE Customer (Rev. A6)

Figure C-2 Windows Firewall Settings

2. Ensure that the user account on SRT machine is a local administrator on the TDM Logger.

NOTE: If the user account on SRT machine is not an administrator on the TDM Logger, but

the user account has Remote Enable permission on the TDM Logger, then the user must also

be given DCOM Remote Launch and Remote Activation privileges on the TDM Logger by

running Dcomcnfg.exe at the command prompt.

3. On the TDM Logger, allow for remote administration as follows:

a. From the Start menu, open the Run window and enter gpedit.msc.

b. Navigate to: Local Computer Policy > Computer Configuration > Administrative

Templates > Network > Network Connections > Windows Firewall.

c. If the Logger is in the domain, then double-click Domain Profile. Otherwise,

double-click Standard Profile.

d. Click Windows Firewall: Allow remote administration exception.

e. From the Action menu, select Properties.

f. Click Enable, and then click OK.

4. Set Local security policy as follows:

a. The Network security setting: LAN Manager authentication level Properties

should not be under the level:

Send NTLMv2 response only\refuse LM & NTLM (all other levels are ok)

b. Verify that the UAC (User Account Control) is configured as described in the Microsoft

Windows 2008/2008 R2 Configuration Guides.

Date post:	28-Apr-2015
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