Version 3.0. User Guide. June 2009 OM ENG

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1 NICE Inform TM Version 3.0 User Guide June 2009 OM ENG Insight from Interactions TM

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3 NICE Systems Ltd. shall bear no responsibility or liability to a client or to any other person or entity with respect to liability, loss or damage caused or alleged to be caused directly or indirectly by any NICE product. This includes, but is not limited to, any interruption of service, loss of business or anticipatory profits or consequential damage resulting from the use or operation of any NICE products. Information in this document is subject to change without notice and does not represent a commitment on the part of NICE Systems Ltd. The systems described in this document are furnished under a license agreement or nondisclosure agreement. All information included in this document, such as text, graphics, photos, logos and images, is the exclusive property of NICE Systems Ltd. and protected by United States and international copyright laws. Permission is granted to view and photocopy (or print) materials from this document for personal, non-commercial use only. Any other copying, distribution, retransmission or modification of the information in this document, whether in electronic or hard copy form, without the express prior written permission of NICE Systems Ltd., is strictly prohibited. In the event of any permitted copying, redistribution or publication of copyrighted material, no changes in, or deletion of, author attribution, trademark legend or copyright notice shall be made. All contents of this document are: Copyright 2009 NICE Systems Ltd. All rights reserved. This product is covered by one or more of the following US patents: 5,185,780 5,216,744 5,274,738 5,289,368 5,325,292 5,339,203 5,396,371 5,446,603 5,457,782 5,819,005 5,911,134 5,937,029 6,044,355 6,115,746 6,122,665 6,192,346 6,246,752 6,249,570 6,252,946 6,252,947 6,330,025 6,542,602 6,564,368 6,694,374 6,728,345 6,775,372 6,785,369 6,785,370 6,856,343 6,865,604 6,871,229 6,880,004 6,937,706 6,959,079 6,965,886 6,970,829 7,010,106 7,010,109 7,058,589 7,085,728 7,203,655 7,240,328 7,305,082 7,333,445 7,346,186 7,383,199 7,386,105 7,436,887 7,474, o View, Alpha, ACTIMIZE, Actimize logo, Customer Feedback, Dispatcher Assessment, Encorder, enicelink, Executive Connect, Executive Insight, FAST, FAST alpha Blue, FAST alpha Silver, FAST Video Security, Freedom, Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions, Investigator, Last Message Replay, Mirra, My Universe, NICE, NICE logo, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NICE Inform, NICE Learning, NiceLog, NICE Perform, NiceScreen, NICE SmartCenter, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse Compact, NiceVision, NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision Harmony, NiceVision Mobile, NiceVision Net, NiceVision NVSAT, NiceVision Pro, Performix, Playback Organizer, Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe, Wordnet are trademarks and/or registered trademarks of NICE Systems Ltd. All other trademarks are the property of their respective owners. OM Date: June 2009 Ref No: 09011

4 For assistance please contact your local supplier or the nearest NICE Systems Customer Service Center: EMEA Region: (Europe, Middle East, Africa) Tel: Fax: APAC Region: (Asia/Pacific) Tel: Fax: The Americas Region: (North, Central, South America) Tel: NICE-611 Fax: Israel: Tel: Fax: For general information on NICE Systems products please contact your local distributor or the nearest NICE Systems office: NICE invites you to join the NICE User Group (NUG).Visit the NUG Website at and follow the instructions. International Headquarters-Israel North America Tel: Tel: Fax: Fax: United Kingdom Germany Tel: Tel: +49-(0) Fax: Fax: +49-(0) France Hong-Kong Tel: +33-(0) Tel: Fax: +33-(0) Fax: Please send all queries, comments, and suggestions pertaining to this document to Please visit NICE at

5 1 Contents Getting Started Contents Welcome Shortcut keys Notices & customer support Starting NICE Inform Second Password Last login information Changing your password Changing your second password Password rules Licensing information Users Channels Workstations Grace period Licensing warning messages NICE Inform applications Logging out from NICE Inform Logging out from NICE Inform Closing NICE Inform NICE Inform Monitor Contents Welcome Monitor application privileges Monitor prerequisites Navigating NICE Inform Monitor Resources panel Navigation Selecting resources for live monitoring Selecting a resource for replaying recent calls Monitoring panel Navigating the Monitoring panel Resources table Monitor control panel Monitoring resources Setting Monitor preferences

6 Recent calls panel Navigating the Recent Calls panel Timeline display Results table Recent calls control panel Replaying recent calls Refreshing the search results Setting Recent Calls preferences NICE Inform Reconstruction Contents Welcome Reconstruction application privileges Reconstruction functions Navigating NICE Inform Reconstruction Simple searches Performing a simple search Creating a simple search Using the calendar control Resource Selection Advanced searches Introduction Searching on more than one CLS Control buttons Wildcards General page Resources page Communication page Annotations page ANI/ALI page Free Expression page Summary page Saving a search Simple search Advanced search About saved searches Running, editing & deleting saved searches Filtering Search Results Using the Filter panel Playback Playback control panel Sequential playback Timeline display Recording bars Tool tips Timeline labels Zoom control Resource type icons Recording type events Annotation bookmark icons Playback markers Timeline label context menu

7 Timeline context menu Setting playback markers on recordings Setting playback markers using the Goto control Marker replay position Selecting all recordings between playback markers Loop Mode Sequential playback mode Clearing Markers Radio system information Motorola IP Recorder (MCC 7500) Results table Recording type icons Recording location Icons Annotation Selecting a recording Context Menu ANI/ALI Data Offline media Selecting a recording Method Method Method Method Reconstruction features Organizer features Annotation panel Adding and updating annotations Adding an annotation Updating an annotation No annotations to display No image to display Adding text to an annotation Adding voice to an annotation Adding an image to an annotation Accessories panel Video & screen playback Resizing an accessories window Accessories toolbar Video playback panel Video playback: Button bar Capturing the current frame: Button bar Screen playback panel Screen playback panel: Button bar Viewing paired results Prerequisites Searching for paired results Paired results menu options Hide Paired Results Show Paired Results Show Unmatched Results Show Primary/Secondary Results Only Associated columns in the Results Table

8 Paired resource functionality differences Searching Saved searches Saving scenarios Add to Clipboard Add to Organizer Remove from list Annotations Goto control Replay position Start and End Markers Zoom control Clipboard controls Setting Loop mode Loop replay between Markers Changing the master volume Volume & balance control Configuring date & time output Loading/saving scenarios & saving audio/video Save Scenario Load Scenario Save Audio Save Video Printing recording details Adding Reconstruction Content to Organizer Smart Transfer to Organizer Setting Reconstruction preferences Resetting preferences Common controls General page Results Table page Information Balloons page Playback Settings page Printing page Filter page Accessories page Simple Search page Views page NICE Inform Organizer Contents Welcome Organizer application privileges Navigating NICE Inform Organizer Incidents panel Overview Creating a new incident

9 Adding Reconstruction Content to Organizer Incidents list Deleting an incident Exporting an incident Importing an incident Searching for an existing incident Authenticate an incident Creating an incident snapshot Authenticate files within a Distribution Incident Details panel Overview Incident Details tabs Incident Folders panel Overview Incident Folders button bar Overview Creating a new folder Delete folder Distribution Wizard Starting your distribution Distributing to a folder or removable media Distributing to an address Distributing to a cassette tape Distributing in NICE Inform Media Player format Distribution Summary and File Review Adding Audio Certification Reconstruction Content folder tabs General page History page Content List page Button bar (Reconstruction Content) Related Material folder tabs General page History page Content List page Button bar (Related Material) Distribution folder tabs General page Content List page Properties page Button bar (distribution folder) Setting access privileges Adding a user to an incident Access Rights Printing incident details Setting Organizer preferences Resetting preferences Common controls History page Printing page Distribution Content page Distribution Profiles page

10 5 NICE Inform Audit Contents Welcome Audit application privileges Navigating NICE Inform Audit Search panel Results table Saving Audit entries to a file Printing Audit entries Setting Audit preferences NICE Inform User Administration Contents Welcome User Administration application privileges Security principles Navigation panel User security Button bar Tree structure terminology User Administration functions Security Administration Miscellaneous System Security About security Setting security Setting password details Setting workstation permissions Users Adding a new user to the system Editing user details Non active users Assigning a workstation to a user Removing a workstation from a user Importing users from a CSV file Creating a new user group Editing a user group Adding user group members Moving a user group Deleting a user group Attaching a user to a profile Removing a user from a profile

11 Profiles Application privileges Verify Monitor Reconstruction Organizer Audit User Administration System Administration Creating a new profile Editing a profile Deleting a profile Attaching a profile to a user Removing a profile from a user Searching Searching for users, user groups & profiles Resources Attaching resources to a user group NICE Inform System Administration Contents Welcome System Administration application privileges Navigation panel System Administration tasks Button bar Tree structure terminology System Administration functions Site Systems NICE Inform site Editing site details Site settings Adding a resource (Overview) Automatically Manually NLS Audio systems Adding an NLS audio system Editing an NLS audio system Deleting an NLS audio system NLS audio servers NLS audio resources Configuring data retention Importing NLS resources from a system Importing NLS resources from a CSV file Adding an NLS resource manually Editing & deleting an NLS resource Exporting resources as a CSV file CLS settings

12 NiceVision systems Adding a NiceVision system Editing a NiceVision system Deleting a NiceVision system NiceVision servers NiceVision resources Importing NiceVision resources from a system Importing NiceVision resources from a CSV file Adding a NiceVision resource manually Editing & deleting a NiceVision resource Exporting resources as a CSV file CSV resources file details NICE Perform systems Adding a NICE Perform system Editing a NICE Perform system Deleting a NICE Perform system NICE Perform servers NICE Perform resources Importing NICE Perform resources from a system Importing NICE Perform resources from a CSV file Adding a NICE Perform resource manually Editing & deleting a NICE Perform resource Exporting resources as a CSV file Media Library server configuration NICE Perform Database backups NICE Perform database backup device NICE Interaction Center Logger backup NICE Perform Storage Center Editing a NICE Perform Storage Center group Configuring NICE Perform Storage Center units Adding a NICE Perform Storage Center unit Editing a NICE Perform Storage Center unit Deleting a NICE Perform Storage Center unit Resource Groups Creating a resource group Editing a resource group Moving a resource group Deleting a resource group Inform Servers Inform server details Editing Inform server details Inform server settings Changing the role of a standby Inform server Reintroducing the original master Inform server Deleting a standby Inform server Inform server resilience failover Managing incident storage (overview) Defining audit parameters Importing licensing details Workstations Configuring workstations Adding a workstation Editing a workstation Workstation settings Deleting a workstation

13 Positions Overview Adding a position Editing a position Moving a position Deleting a position Removing workstations from a position Assigning resources to a position Removing resources from a position NICE Inform Database backups Configuring NICE Inform database backups NICE Inform database backup device Glossary Icons Monitor Reconstruction Organizer User Administration System Administration Common icons Shortcut keys Audit events NICE Inform NICE Perform

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15 1 Getting Started Contents Welcome Shortcut keys Notices & customer support Starting NICE Inform Second Password Last login information Changing your password Changing your second password Password rules Licensing information Users Channels Workstations Grace period Licensing warning messages NICE Inform applications Logging out from NICE Inform Logging out from NICE Inform Closing NICE Inform Chapter 1: Getting Started 15

16 Welcome Welcome to NICE Inform application suite. NICE Inform is an application suite for Public Safety organizations. The NICE Inform application suite provides: The ability to select particular recordings for playback and analysis. Logging and storage of the organization's recordings and other related data. Analysis and distribution of recordings made by the organization, in particular: Locating recordings from various media types to reconstruct a particular incident. Managing the storage of reconstructed incidents and their distribution either internally or outside the organization. Monitoring of live communications and replaying of recent calls. This guide shows you how to use the basic facilities, and then how to use the more advanced features to simplify your tasks. The guide is composed of the following major topics: Getting started - shows how to log into NICE Inform, change your password and provides licensing information. Monitor - provides the ability to monitor real time audio and for replaying recent calls. Reconstruction - provides the replay interface for your recordings. Organizer - provides the ability to manage incidents. Audit - enables administrators to view and manage the audit events raised within a NICE Inform system. System Administration - enables administrators to install and set up the physical NICE Inform servers. User Administration - enables administrators to set up system-wide and user-by-user security for NICE Inform. Shortcut keys Throughout NICE Inform there are a number of places where shortcut keys (or accelerator keys) can be used to invoke a particular function. For example, in NICE Inform Reconstruction, to playback a selected recording press the Shift + Space keys. The help details these shortcut keys and where they occur within NICE Inform. Chapter 1: Getting Started 16

17 Notices & customer support Copyright Refer to your supporting documentation for customer support information. This product contains the following code library: log4net Windows Media Video 9 VCM Codec Chilkasoft Chilkat.NET Further details can be found on the installation CD in the \Documentation\Third Party Licenses folder. Starting NICE Inform To start NICE Inform: 1 Open your Internet Browser. To avoid re-entering the NICE Inform URL every time you run the application suite, It is recommended that you add the NICE Inform website to your Internet favorites the first time you run the application. 2 In the Address text-box, type in the web address of NICE Inform, or select the application from your list of favorites. 3 Click GO. You are presented with the login screen: 4 Type in your username and password. NOTES: You can change your password at any time if required (see Changing your password). A NICE Inform Administrator can set your account so that you MUST change your password at next login by editing your user details. You can close the login screen by either clicking the Close button or by clicking the red cross button in the top right corner of the screen. 5 Click the Login button. The NICE Inform application will now open. Chapter 1: Getting Started 17

18 Second Password During the login process you may be asked to enter a second password for further verification: 1 Enter the second password and click the OK button. The second password login option is configured within the NICE Inform User Administration application (see Editing user details in the NICE Inform User Administration chapter). 2 If within the User Administration application, the Require second password option is selected at the Organization level and a user does not have the second password set on an individual level, then that user will have to create a new second password during login. To set this option in User Administration, see Setting security in the NICE Inform User Administration chapter. 3 Enter the new password, confirm it and click the OK button. Last login information After entering your user details to log in to NICE Inform, you may be displayed with a last login details screen. This will only be presented to the user when the Display last login information option is selected within the User Administration application. For help setting this option, see Setting security in the NICE Inform User Administration chapter. The last login information displays the following login security details: The number of unsuccessful login attempts. The date and time of the last unsuccessful login attempt. The date and time of the last successful login attempt. The workstation where the last successful login attempt occurred. Chapter 1: Getting Started 18

19 Changing your password To change your password: 1 Click the Settings button at the top right-hand corner of the window. 2 In the drop-down menu, click the Change Password option. The Change Password dialog box opens: 3 Type in the required information: Your old password. Your new password. Your new password confirmed. A NICE Inform Administrator can set your account so that you MUST change your password at next login (see Editing user details). Chapter 1: Getting Started 19

20 Changing your second password If you login to NICE Inform with a second password, then when changing your password you will be presented with a different Change Password dialog: First Password 1 Check the Set this password box to enable this section. 2 Type in the required information: Your old password. Your new password. Your new password confirmed. Second Password 1 Check the Set this password box to enable this section. 2 Type in the required information for your second password: Your old second password. Your new second password. Your new second password confirmed. NOTES: Copying and pasting the text from the previous text-box will NOT work. Your password MUST conform to the password rules. Chapter 1: Getting Started 20

21 Password rules The following password rules always apply: Must be equal to or longer than the minimum length. Must not contain any of the user s first name, last name or Username. Must not be the same as the second password (either the standard or second, if enabled). Must not appear in the Password History (if password history is enabled), (both standard and second password histories). Must not appear in the Forbidden Password list. Must not contain any blanks. If strict password checking is enabled then the following additional rules apply: Must have at least one capital letter. Must have at least one lower case letter. Must have at least one number or special character. Must have no identical consecutive characters. Licensing information This section provides everything you need to know about licensing information when using NICE Inform. Licensing can be broken down into two distinct sections (Users and Channels): Users Each time a user is given access to a licensed NICE Inform application by attaching a profile to a user and/or attaching a user to a profile in User Administration a license is allocated. For help attaching a profile to a user, see Attaching a profile to a user in the NICE Inform System Administration chapter. For help attaching a user to a profile, see Attaching a user to a profile in the NICE Inform System Administration chapter. System and User Administration applications are NOT license limited as long as you have Administration privileges. Licensing is assigned per user and therefore is NOT floating. Channels Every time when adding/importing resources into the system a license is allocated per channel added. For example, if 24 channels are imported then 24 licenses are used. Workstations This is an alternative to licensing the number of users. Refer to the Licenses page where you import your licensing details (see Importing licensing details) to see whether the number of workstations is licensed. Each time a user logs on from a workstation unknown to the system a workstation license is allocated. This will also happen when a workstation is added in the User Administration application (see Adding a workstation in the NICE Inform User Administration chapter). Chapter 1: Getting Started 21

22 Licensing is assigned per fixed workstation and therefore is NOT floating. System and User Administration applications are NOT license limited as long as you have Administration privileges. Grace period When one or more of the license parameters has been exceeded, the license remains valid but enters a grace period. This permits you to use those exceeded licenses for the duration of the grace period. When the grace period ends the license reverts back to its original parameters. There are two ways to reset the grace period: Remove users from the system until the license remaining goes back to 0 or a positive number. To view remaining licenses you need to view the Licenses page at the Organization level within System Administration (see Importing licensing details within the NICE Inform System Administration chapter). For help removing users from the system using User Administration, see Deleting a user in the NICE Inform User Administration chapter. Importing a new license file provided to you by NICE. For help importing a new license using System Administration, see Importing licensing details within the NICE Inform System Administration chapter. Licensing warning messages When logging in to NICE Inform you may be presented with a licensing message informing you that either the license has expired, is invalid or has been exceeded. The message you may be presented can vary depending if you are an administrator or a user of NICE Inform: Administrators When the NICE Inform license has expired a message is presented. Click OK to this message and NICE Inform will load with User and System Administration applications enabled. All other applications are disabled. If the license is due to expire within the next 30 days a warning message is presented. Click OK to this message and NICE Inform will load. Once the license has expired then you may be presented with a grace period warning message dialog). Chapter 1: Getting Started 22

23 If the license is invalid a message is presented informing you that you have automatically entered a grace period. Click OK to this message and NICE Inform will load normally. If the license is Invalid and the grace period expired a warning message is presented. Click OK to this message and NICE Inform will load with User and System Administration applications enabled. All other applications are disabled. If the license has been exceeded a warning message is presented informing you that you have automatically entered a grace period. Click OK to this message and NICE Inform will load normally. If the license has been exceeded and the grace period has expired a warning message is presented informing you that some applications may be restricted. Click OK to this message and NICE Inform will load. User and System Administration applications will NOT be restricted. Any grace licenses will be revoked. Chapter 1: Getting Started 23

24 Users If the license has expired a warning message is presented. You cannot login to NICE Inform. Please contact your NICE Inform administrator. If the license is invalid a warning message is presented. You cannot login to NICE Inform. Please contact your NICE Inform administrator. If the license has been exceeded and the grace period has expired a warning message is presented informing you that some applications may be restricted. Click OK to this message and NICE Inform will load with ONLY licensed applications enabled. Any grace licenses will be revoked. Please contact your NICE Inform administrator. Chapter 1: Getting Started 24

25 If you either have no application privileges a warning message is presented. Either you have no privileges assigned to you or their license allocation has been revoked. Either way, please contract your NICE Inform administrator. If you are trying to login to NICE Inform with a workstation that is not known to the system, a warning message is presented. You will only potentially see this message if the Automatically learn workstations check-box is un-checked in the Workstations page (see Setting workstation permissions in the User Administration chapter). Please contact your NICE Inform administrator. Chapter 1: Getting Started 25

26 NICE Inform applications Running along the top of NICE Inform application suite is the Application selector bar. The applications available to you are: Monitor Reconstruction Organizer Audit (available under the Accessories menu) User Administration (available under the Accessories menu) System Administration (available under the Accessories menu) If an application is not available for selection you either do not have the necessary privilege and/or license in order to access it. Chapter 1: Getting Started 26

27 Logging out from NICE Inform To logout from NICE Inform: 1 Click the Logout icon the top right-hand corner of the application: 2 You are presented with a confirmation message. 3 Either: Click Yes to confirm that you wish to logout, -or- Click No to cancel. Closing NICE Inform To close NICE Inform: 1 Click the red cross button in the top right corner of the application. 2 You are presented with a confirmation message. 3 Either: Click Yes to confirm that you wish to close NICE Inform. -or- Click No to cancel. Either logging out or closing NICE Inform saves your current preferences. Chapter 1: Getting Started 27

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29 2 NICE Inform Monitor Contents Welcome Monitor application privileges Monitor prerequisites Navigating NICE Inform Monitor Resources panel Navigation Selecting resources for live monitoring Selecting a resource for replaying recent calls Monitoring panel Navigating the Monitoring panel Resources table Monitor control panel Monitoring resources Setting Monitor preferences Recent calls panel Navigating the Recent Calls panel Timeline display Results table Recent calls control panel Replaying recent calls Refreshing the search results Setting Recent Calls preferences Chapter 2: NICE Inform Monitor 29

30 Welcome The NICE Inform Monitor Application enables you to: Monitor real time audio from a logger within an NLS audio system or a NICE Perform system using the Monitoring panel (see Monitoring panel). Single or multiple channel based recorders can be monitored in real time from either a physical recording device or logical resource groups. Replay recent calls from channels on a logger within an NLS audio system or a NICE Perform system using the Recent Calls panel (see Recent Calls panel). All calls associated to a recording system or resource group are searched for and displayed within the Results table in order for you to replay the call (or calls) you require. When performing a search, the Recent Calls panel searches the loggers directly and NOT the CLS. Monitor application privileges To use the Monitor application, you MUST have the required privilege allocated to you (see Application privileges section within the NICE Inform User Administration chapter). If not, the Monitor option will not be displayed in the Application selector bar when you log in. Monitor prerequisites In order to use the NICE Inform Monitor application, you need to have one or more audio channel resources assigned to you; either from a resource group, an NLS Audio system or a NICE Perform system. To assign resources to users, follow the procedure below: 1 Within NICE Inform System Administration, a resource group needs to be created and have audio channel based resources assigned to it (see Creating a resource group in the NICE Inform System Administration chapter). 2 Once a resource group has been created, a user group needs creating. This is done within the NICE Inform User Administration application. Following the New User Group Wizard, (see Creating a new user group in the NICE Inform System Administration chapter), there are two important things to do: The required user is added to this user group. Ensure that the required resources are assigned to this user group, either by assigning from the newly created resource group to this user group or by assigning the resources directly. Now that resources have been assigned, you can monitor real time audio (using the Monitoring panel) (see Monitoring panel) and replay recent calls (using the Recent Calls panel) (see Recent Calls panel). This procedure MUST be performed by a NICE Inform Administrator. Chapter 2: NICE Inform Monitor 30

31 Navigating NICE Inform Monitor The NICE Inform Monitor application consists of a Resources panel, a Monitoring panel and a Recent calls panel: To minimize a panel click the To maximize a panel, click the button associated to the panel that is open. button associated to the panel that is closed. Resources panel Navigation Specific terminology is used when navigating the Resources tree. For help with this terminology, see Tree structure terminology. The Resources panel consists of a tree structure which shows: Resource Groups Nodes in this section show the logical resource groups that have been created by administrators of the NICE Inform system. A resource group is attached to a user to specify the resources that person has been granted access to by their System Administrator. Administrator users will only see, at the top level of this node is a fixed branch, (Logger Channels), which includes all logger channels in the system and the devices to which each one is associated are listed. You will only be able to see the resource groups that you have privileges to see. For information regarding required privileges, click here For help adding a new resource group, using NICE Inform System Administration, see Creating a resource group in the NICE Inform System Administration chapter. Chapter 2: NICE Inform Monitor 31

32 This procedure MUST be performed by a NICE Inform Administrator. Recording Systems Site1 - a fixed node detailing the NICE Inform site. Audio Systems - one or more nodes containing audio systems the have been configured in the system, (NLS Audio and NICE Perform, etc). Recording Systems are added using NICE Inform System Administration. Selecting resources for live monitoring To monitor the appropriate channel based resources using NICE Inform Monitor, you first need to select the required node from the Resources tree. Once you have selected either a recording system or a resource group node, all the corresponding channel based resources are displayed in the Resources table (see Resources table) within the Monitoring panel (see Monitoring panel). You are now ready to monitor resources (see Monitoring resources). Selecting a resource for replaying recent calls To replay the last calls on a particular resource over a pre-defined recent period of time, you first need to select the required node from the Resources tree. Once you have selected either a recording system or a resource group node, all the corresponding calls are displayed in the Results table (see Results table) within the Recent Calls panel (see Recent Calls panel). You are now ready to replay recent calls (see Replaying recent calls). Chapter 2: NICE Inform Monitor 32

33 Monitoring panel Navigating the Monitoring panel The Monitoring panel consists of a resources table, a control panel and a preferences control: To minimize the Monitoring panel, click the To maximize the Monitoring panel, click the button. button. Chapter 2: NICE Inform Monitor 33

34 Resources table The Resources table displays all the channel based resources that you have chosen to view when using the Resources panel. It is here that you can monitor live resources (see Monitoring resources). Each column can be sorted in descending or ascending order by clicking the column heading except the Activity and Alarms columns. You can also reorder the three columns (Monitored, Activity and Type) and the two columns (Resource and Alarms) by dragging them to the right location. The column heading information displayed in the Resources table is as follows: Resource type column The resource type column [ ] is shown by an icon (see Results Table within the NICE Inform Reconstruction chapter). Monitored column This column displays whether the resource is being monitored or not: The column is blank if the resource is not being monitored. The column displays an icon if the resource is being monitored. Move your cursor over the Monitored column of a resource that is currently being monitored and a Stop button is presented indicating that if you click this button, monitoring will stop for this resource. Move your cursor over the Monitored column of a resource that is currently not being monitored and a Monitor button is presented indicating that if you click the button monitoring will start for this resource. For step-by-step guidance monitoring channel based resources, see Monitoring resources. Chapter 2: NICE Inform Monitor 34

35 Activity column This column displays by means of an icon whether there is activity currently on that resource. The different activity icon states are: Icon Description No Activity - there is no activity on the resource. Activity not monitored - there is activity on the resource but it is not being monitored. It is useful to know if there is activity on channel based resources in order to monitor activity. Activity monitored - there is activity on the resource and it is being monitored. Channel not recording - if no icon is displayed in the Activity column for a particular channel then that channel is NOT recording. Channel recording is configured using the NICE Administrator and NICE Monitor applications. Type column This column displays (by means of an icon) the type of resource. The different resource type icons are: Icon Description Telephony Agent (future feature - resource type not currently supported by Monitor) Telephony channel Radio channel Talkgroup (future feature - resource type not currently supported by Monitor) Generic audio Resource column This column displays the name of each resource. The text is emboldened when a resource is being monitored. Click the Loudspeaker button to display a volume and balance control for the corresponding resource (see Volume & balance control). The volume and balance settings for each resource are saved with your user preferences each time NICE Inform is closed and are restored when it is reopened. Alarms column This column displays any alarms generated by the system when trying to monitor the corresponding resource. Chapter 2: NICE Inform Monitor 35

36 Volume & balance control Volume To increase the volume, click and drag the slider upwards or press the up arrow on your keyboard. To decrease the volume, drag the slider downwards or press the down arrow on your keyboard. Balance To determine which speaker the call is played back from, slide the balance control towards the required speaker or press the right-left arrows on your keyboard. This setting over-rides the Default balance option within the Monitor Preferences control (see Setting your Monitor preferences) unless the Use Defaults option is selected. Monitor control panel Where relevant, the shortcut keys are displayed alongside each function in the accompanying table e.g. for Monitor the shortcut is Shift + Space. Button Description Monitor (Shift + Space) - click to start monitoring the selected resource. When clicked, changes to Stop. Stop (Shift + Space) - click to stop monitoring of the selected resource. When clicked, changes to Monitor. Stop all (Ctrl + I) - click to stop monitoring all resources. Monitoring resources Replay last message (Ctrl + R) - click to replay the last recording on the selected resource. The Recent Calls panel will automatically open (see Recent Calls panel). Master volume - changes the monitoring volume, click and drag the master volume slider: Right to increase the volume (Ctrl + + (plus sign)), Left to decrease the volume (Ctrl + - (minus sign)). To monitor a resource, a collection of resources or a resource group: 1 Select the required recording system, resource or resource group from the Resources panel. 2 From the Resources table, select resources to monitor by either: a Monitor a single resource by double clicking anywhere in the corresponding row, This procedure stops ALL monitoring on any other channels. -or- Chapter 2: NICE Inform Monitor 36

37 b c Monitor a single resource by single clicking within the corresponding Monitored column, -or- Select multiple resources (using Microsoft Windows standard Shift and Ctrl methods) ensuring you are not clicking anywhere within the Monitored column. Then click the NOTES: Monitor button. You can ONLY monitor a maximum of 10 different resources at one time on one client or clients on the same logger. For example, if one user is monitoring 5 resources then other users wishing to monitor are restricted to 5 further resources on the same logger. The maximum number of distinct channels on all loggers that can be concurrently monitored by all clients in the system is 30. Stop monitoring There are two ways to conventionally stop monitoring resources: Hover the cursor over the Monitored column of a resource that is being monitored. A Stop button is presented. Click this button and monitoring will stop for this resource. Click the Stop all button in the Monitor control panel. Monitoring will now stop for all resources. If you change the recording system or resource group from the Resources panel, any resources that were being monitored will stop. Setting Monitor preferences Click the Monitor preferences is presented: button and the Preferences control for the Monitor application The control consists of the following audio options: Chapter 2: NICE Inform Monitor 37

38 Default Balance - Move the slider left or right according to the speaker channel you require to listen to the monitored audio. This setting is set to the center by default. If the balance setting has been changed for a particular resource (by clicking the Loudspeaker button in the Resources table) then changing the balance setting in the Monitor preferences control will not affect it. Include IRIG date and time - IRIG B122 (a time synchronization format), is enabled by checking the box. Then select whether you want IRIG date and time output on the left-hand or right-hand channel. The audio will be played through the other channel only. This setting is deselected by default. If at any stage you wish to reset the preferences back to their default setting: 1 Click the Use Defaults button. 2 Click Yes to the resulting dialog box. All resources will now be reset to their default settings. Recent calls panel Navigating the Recent Calls panel The Recent Calls panel consists of a results table, a control panel and a preferences control. When opening the Monitoring panel, a screen similar to this is presented: To minimize the Recent Calls panel, click the To maximize the Recent Calls panel, click the button. button. Chapter 2: NICE Inform Monitor 38

39 Timeline display The Timeline display shows the current call being replayed in a horizontal strip graphical form. The horizontal strip for the call shows: The start and end point of the call. Points at which, an annotation or ANI/ALI have been added to the call. The vertical line is called the Replay cursor. This cursor (or marker) indicates at what point the call is being replayed. It can be dragged using the left mouse button to the required time. Two vertical dotted lines are shown within the Timeline display. These dotted lines represent the start and end times of the selected call search. The replay cursor CANNOT be moved outside of the boundaries of these dotted lines. If you have selected multiple calls from within the Results table, when replayed the Timeline display will show each call in time order (oldest first). Tool tips Resource information is displayed by hovering the cursor over the resource label in the Timeline display. A tool tip is then presented: Call information is be displayed by hovering the cursor over the call bar in the Timeline display. A tool tip is then presented: The call information displayed within the call bar tool tip is configurable in the Information Balloons page within the Recent calls preferences (see Setting Recent calls preferences). Chapter 2: NICE Inform Monitor 39

40 Results table The Results table comprises a table of returned calls associated to a resource (or resources) within a recording system or resource group. There are three columns displaying icons at the left of the table. These icons are: - the recording type column header. - the recording location type column header. - the annotation type column header. Three columns, Resource, Start Time and Duration, are always present on the left of the table (after the icons). You can set the remaining columns to be displayed and the order they are displayed in the Results Table page within the Recent calls preferences control, otherwise the defaults are used (see Setting Recent calls preferences). Each column can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. Recording type icons The recording type is shown by an icon (see Results Table within the NICE Inform Reconstruction chapter). Recording location Icons The location of the recording is shown by an icon (see Results Table within the NICE Inform Reconstruction chapter). Annotation If a recording has one or more annotations, an icon is displayed in the Annotation column of the corresponding row to indicate that an annotation has been added to this call. Annotations are added using NICE Inform Reconstruction. For help adding and updating annotations, (see Adding and updating annotations in the NICE Inform Reconstruction chapter). Chapter 2: NICE Inform Monitor 40

41 Selecting a call To select a call for replay, select the required entry in the Results table; this selects the entire call. You can then either use the Recent calls control panel to play the call, or use the keyboard shortcuts: Key Held Down State Single Click Double Click None Recording under cursor not selected. Recording becomes selected, all others unselected. Recording becomes selected, all others un-selected, plus recording is played. None Recording under cursor selected. Deselect. Recording remains selected, all other recordings become un-selected, plus recording is played. Control Recording under cursor not selected. Recording becomes selected in addition to any other already selected. Recording becomes selected in addition to any other already selected, plus all selected recordings are played. Control Recording under cursor selected. Recording becomes unselected. Recording remains selected in addition to any other already selected, plus all selected Recordings are played. Shift Recording under cursor selected or un-selected. All recordings between the last recording selected and the recording under the cursor are selected. All recordings between the last recording selected and the recording under the cursor are selected, plus all selected recordings are played. When a call is selected for replay, (see Replaying recent calls) it is highlighted in the Results table. Also, the Timeline display updates to represent the selected call. NOTES: Context Menu ANI/ALI Data There is no indication of how much of the call will be replayed. Press Ctrl + A to select all calls in the Results table. When right-clicking on any recording within the Results table, a context menu is presented. The following option is available: Play - plays the selected call using the Recent calls control panel (see Recent calls control panel). Where calls in the Results table are displaying ANI/ALI data with more than one ANI/ALI record associated with them, the entries display the data from either the earliest or latest ANI/ALI record, as set in the General page within the Recent calls preferences (see Setting Recent calls preferences). Chapter 2: NICE Inform Monitor 41

42 Recent calls control panel Where relevant, the shortcut keys are displayed alongside each function in the accompanying table e.g. for Play, the shortcut is Shift + Space. Button Description Play (Shift + Space) - click to start playback of the selected calls from the earliest selected call to the most recent. When clicked, changes to Pause. Pause (Shift + Space) - click to stop playback of the selected call at the current position. When clicked, changes to Play, which, when clicked, will restart playback of the selected call from the paused position. Stop (Ctrl + I) - stops the replay of the call currently being replayed. The playback cursor moves to the earliest point in the selected call. Next (Ctrl + K) - when clicked, replay skips to the next (recent) call in the selection. Previous (Ctrl + J) - when clicked, replay skips to the previous (earlier) call in the selection. Rewind (Ctrl + <) - moves the replay position of the call currently being replayed back by a predefined amount, defined in the Playback Settings page within the Preferences control (see Setting Recent calls preferences). Fast forward (Ctrl + >) - moves the replay position of the call currently being replayed forward by a predefined amount, defined in the Playback Settings page within the Preferences control (see Setting Recent calls preferences). Time Indicator - shows the current time of the call that is being replayed. AGC on/off (Ctrl + Shift + A) - AGC (Automatic Gain Control) improves the clarity of quiet audio. Click to switch the AGC on or off, depending on its current state. Loop on/off (Ctrl + L) - Loop mode enables you to continuously playback replay the selected calls. Master volume - changes the playback volume, click and drag the master volume slider: Right to increase the volume (Ctrl + + (plus sign)), Left to decrease the volume (Ctrl + - (minus sign)). This is a global setting that affects all replayed audio. Playback speed (Ctrl + Shift + G)/(Ctrl + Shift + S) - varies the playback speed between 0.25 and 8 times real time with pitch correction. You can vary the speed at any time, either before or during playback. To change the playback speed, click and drag the slider: Right to increase the speed by the amount shown, Left to decrease the speed by the amount shown. Supported audio speeds: 0.5, 0.6, 0.7, 0.8, 0.9, 1.0, 1.1, 1.2, 1.3, 1.4, 1.5, 1.6, 1.7, 1.8, 1.9, 2.0, 3.0, 4.0, 6.0 and 8.0. Hovering your cursor over the pointer within the speed control provides a Chapter 2: NICE Inform Monitor 42

43 Replaying recent calls tool tip displaying the exact playback speed. Set the playback speed to anything other than 1.0 and the pointer is colored orange. If the pointer is colored grey then playback speed is set to 1.0. This provides a clear indication that the speed is being played at real time (1.0). Reset playback speed (Ctrl + Shift + N) - resets the current playback speed to x1 (normal). Before you replay recent calls on a resource, you may wish to configure the time period you wish to search against. To do this, you need to set the time frame in the Search last drop-down box within the General page. The General page is located within the Recent calls preferences (see Setting Recent calls preferences). Depending on the time period selected, it may take a short time before the Results table displays all the recent calls on the resource. There are three ways to replay recent calls on a selected resource: From the Monitoring panel To replay recent calls from the Monitoring panel: 1 Select the required recording system, resource or resource group from the Resources panel (see Resources panel). 2 From within the Resources table (see Resources table) select the resource that you wish to replay recent calls from. 3 Click the Replay last message button and the Recent Calls panel opens. All calls are now searched for on this resource over the chosen time frame. Once the search has completed, all calls on that resource are displayed within the Results table. The most recent call is now automatically replayed. The resource node remains selected within the Resources panel when the Recent Calls panel opens. Using the Recent calls control panel To replay recent calls using the Recent calls control panel within the Recent Calls panel: 1 Select the required recording system, resource or resource group from the Resources panel (see Resources panel). All the calls are searched for on the associated resources and are then displayed within the Results table (see Results table). 2 Select the call from within the Results table and click the Play button or use the Keyboard shortcuts (see Results table). The selected recent call is now replayed. If you have selected multiple calls within the Results table (using Microsoft Windows standard Shift and Ctrl methods) then each call will be replayed in time order (oldest first through to the most recent). Chapter 2: NICE Inform Monitor 43

44 Right-clicking the call within the Results table 1 Within the Results table, right-click the required call for replay and a context menu is presented. 2 Select Play from the context menu. The selected recent call is now replayed. Refreshing the search results Refreshing the search may take a while depending on: The number of calls associated to the resource. How long ago you are searching against. You can change this time period using the Search last feature in the General page within the Recent calls preferences (see Setting Recent calls preferences). When performing a search, the Recent Calls panel searches the loggers directly and NOT the CLS. There are two methods that call search results can be refreshed: Manually refreshing the results Click the Refresh results button to refresh all the recent calls on the selected resource. An indication since the last refresh occurred is provided as a progress bar alongside the Refresh results button. Hover the cursor over this bar to provide the time since the last refresh. Whilst the refresh is occurring, a progress bar is displayed providing you with an indication of how long the refresh process will take. Once the calls have been refreshed manually, they are displayed within the Results table (see Results table). If an automatic refresh is in progress, the Refresh results button is disabled. Automatically refreshing the results Recent calls are refreshed automatically approximately every 30 seconds. An indication since the last refresh occurred is provided as a progress bar alongside the Refresh results button. Hover the cursor over this bar to display a tool tip which shows the time since the last refresh. Whilst the refresh is occurring, a progress bar is displayed providing you with an indication of how long the refresh process will take. Once the calls have been refreshed automatically, they are displayed within the Results table (see Results table). Chapter 2: NICE Inform Monitor 44

45 Setting Recent Calls preferences Clicking the Recent Calls preferences button, opens the Preferences control for the Recent Calls panel. This control consists of the following tabbed pages: General page Results Table page Information Balloons page Playback Settings page Resetting preferences If at any stage you wish to reset all the preferences pages back to their default setting: 1 Click the Use Defaults button. 2 Click Yes to the resulting dialog box. All Recent Calls preferences will now be reset to their default settings. Common controls Several of the tabbed pages within the preferences control provide two lists; fields which are available for selection, and fields which you have selected. To add entries to the Selected fields list: 1 Highlight the required entry in the Available fields list. 2 Click the Add > button; the entry is moved to the Selected fields list. 3 Repeat for each entry required. To remove entries from the Selected fields list: 1 Highlight the required entry in the Selected fields list. 2 Click the < Remove button; the entry is moved to the Available fields list. 3 Repeat for each entry required. To move all entries to the Selected fields list, click the Add All >> button. To move all entries from the Selected fields list, click the <<Remove All button. TIP: If you wish to select all but one or two entries, click the Add All >> button to move all entries to the Selected fields list, then remove the items not required. Once in the Selected fields list, the List order controls modify the order that the fields are displayed: Button Description Moves the highlighted field to the start of the list. Moves the highlighted field up one place in the list. Moves the highlighted field down one place in the list. Moves the highlighted field to the end of the list. Chapter 2: NICE Inform Monitor 45

46 General page Enables you to select which ANI/ALI records you wish to display/print and the accuracy to which time spans are displayed. ANI/ALI Records If there is more than one ANI/ALI record associated with the recording, then this feature selects which record is displayed in the Results Table and information balloons. Select either: First - select this option to display the first ANI/ALI record associated with the recording, -or- Last - select this option to display the last ANI/ALI record associated with the recording. Select the accuracy to which times and time spans are displayed Select either: Second - the Results table displays recordings to the second, -or- Decisecond - the Results table displays recordings to a 10th of a second, -or- Centisecond - the Results table displays recordings to a 100th of a second. Search last - select the time period from the current time. By default 10 minutes is selected. To go back over a greater time period, you MUST have the required privilege allocated to you. For help regarding application privileges, see Application privileges, within the User Administration chapter. Chapter 2: NICE Inform Monitor 46

47 Results Table page Enables you to select which fields you wish to display as columns in the Results table (see Results table) and the order they are displayed in. Chapter 2: NICE Inform Monitor 47

48 Information Balloons page Fields Enables you to select which fields are displayed in the information balloon (displayed when you hover your cursor over a call, event or other recording) and the order they are displayed in. ANI/ALI Fields Enables you to select which fields are displayed in the ANI/ALI information balloon (displayed when you hover your cursor over an ANI/ALI icon) and the order they are displayed in. Only ANI/ALI fields are displayed in this group of controls. When there is no ANI/ALI available in the system, these controls are disabled. Chapter 2: NICE Inform Monitor 48

49 Playback Settings page Enables you to set the skip forwards/back interval and the playback audio balance. Audio Enables you to make the required settings for the various speed options: Fast forward/rewind interval - changes the time skipped forwards/backwards when the Fast forward / Rewind buttons are clicked within the Recent calls control panel (see Recent calls control panel). Set the required value by adjusting the slider or typing the value directly into the text-box (default value: 10 seconds). Balance - click and adjust the slider to set the required balance for playback of audio recordings (default value: center). Chapter 2: NICE Inform Monitor 49

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51 3 NICE Inform Reconstruction Contents Welcome Reconstruction application privileges Reconstruction functions Navigating NICE Inform Reconstruction Simple searches Performing a simple search Creating a simple search Using the calendar control Resource Selection Advanced searches Introduction Searching on more than one CLS Control buttons Wildcards General page Resources page Communication page Annotations page ANI/ALI page Free Expression page Summary page Saving a search Simple search Advanced search About saved searches Running, editing & deleting saved searches Filtering Search Results Using the Filter panel Playback Playback control panel Sequential playback Timeline display Recording bars Tool tips Timeline labels Zoom control Chapter 3: NICE Inform Reconstruction 51

52 Resource type icons Recording type events Annotation bookmark icons Playback markers Timeline label context menu Timeline context menu Setting playback markers on recordings Setting playback markers using the Goto control Marker replay position Selecting all recordings between playback markers Loop Mode Sequential playback mode Clearing Markers Radio system information Motorola IP Recorder (MCC 7500) Results table Recording type icons Recording location Icons Annotation Selecting a recording Context Menu ANI/ALI Data Offline media Selecting a recording Method Method Method Method Reconstruction features Organizer features Annotation panel Adding and updating annotations Adding an annotation Updating an annotation No annotations to display No image to display Adding text to an annotation Adding voice to an annotation Adding an image to an annotation Accessories panel Video & screen playback Resizing an accessories window Accessories toolbar Video playback panel Video playback: Button bar Capturing the current frame: Button bar Screen playback panel Screen playback panel: Button bar Viewing paired results Prerequisites Searching for paired results Paired results menu options Chapter 3: NICE Inform Reconstruction 52

53 Hide Paired Results Show Paired Results Show Unmatched Results Show Primary/Secondary Results Only Associated columns in the Results Table Paired resource functionality differences Searching Saved searches Saving scenarios Add to Clipboard Add to Organizer Remove from list Annotations Goto control Replay position Start and End Markers Zoom control Clipboard controls Setting Loop mode Loop replay between Markers Changing the master volume Volume & balance control Configuring date & time output Loading/saving scenarios & saving audio/video Save Scenario Load Scenario Save Audio Save Video Printing recording details Adding Reconstruction Content to Organizer Smart Transfer to Organizer Setting Reconstruction preferences Resetting preferences Common controls General page Results Table page Information Balloons page Playback Settings page Printing page Filter page Accessories page Simple Search page Views page Chapter 3: NICE Inform Reconstruction 53

54 Welcome Welcome to the NICE Inform Reconstruction Application, which is the playback tool in NICE Inform. The Reconstruction application enables you to search for recordings stored on various underlying logging systems, and then replay them as required. When a search is completed, the results are presented in both a table format and a graphical timeline format, depending on your requirements. A selection of recordings or partial recordings from the results can be selected for playback. When playing back from multiple sources, recordings can be played back synchronized with each other. This guide shows you how to use the basic facilities of the Reconstruction application, and then how to use the more advanced features available to simplify your tasks. Reconstruction application privileges To use the Reconstruction application, you MUST have the required privilege allocated to you (see Application privileges section within the NICE Inform User Administration chapter). If not, the Reconstruction option will not be displayed in the Application selector bar when you log in. Reconstruction functions The Reconstruction Application enables you to perform the following main functions: Simple searches - the Search panel enables you to quickly define a search in terms of time period, the resources to be searched and three field parameters configured to your personal preferences (see Performing a simple search). Advanced searches - enables you to enter much more specific search criteria, which are set via several tabbed pages (see Advanced searches). Save a search - allows you to save a search for future or repeated use, without having to reenter the criteria (see Saving a search). The search can be saved as a public search (i.e. the search is available to all members of the group) or a private search (i.e. available only to the user who created it). Running, editing & deleting saved searches - allows you to run, edit and delete pre-defined searches, either public or private. The search criteria specified in the search can be changed as required (see Running, editing & deleting saved searches). Playback of Recordings - enables you to fully control playback of the selected recordings (See Playback control panel). View recordings in a timeline format - enables you to view the current search results in graphical form of horizontal strips (see Timeline display). View recordings in a Results Table - enables you to view the current search results in a tabular format (see Results table). View video in the Video playback panel - enables you to view the selected video in an Accessories window within the Accessories panel (see Accessories panel). View screen recordings in the Screen playback panel - enables you to view the selected screen recording in an Accessories window within the Accessories panel (see Accessories panel). Add and update annotations to recordings - enables you to add a voice or text annotation to a recording (see Adding and updating annotations). Chapter 3: NICE Inform Reconstruction 54

55 Add Reconstruction Content into NICE Inform Organizer - enables you to add any searched for recordings into NICE Inform Organizer (see Adding Reconstruction Content to Organizer). Transfer recordings to NICE Inform Organizer - enables you to copy recordings into NICE Inform Organizer without having to use NICE Inform Reconstruction to search for the recordings first (see Smart Transfer to Organizer Wizard). Set Reconstruction preferences - a number of tabbed pages enabling you to set up your preferences within this application (see Setting Reconstruction preferences). Navigating NICE Inform Reconstruction NICE Inform Reconstruction provides a single interface through which multiple data source types (e.g. audio, video etc.) can be replayed synchronously. Chapter 3: NICE Inform Reconstruction 55

56 Simple searches Performing a simple search To perform a simple search: 1 Either: Create a new simple search (see Creating a simple search). You can then save the search if you wish (see Saving a search). -or- Run a previously saved search. You can edit the settings if you wish (see Running, editing & deleting saved searches). 2 Click the Search button to start the search; the search progress page is presented providing the following information: A summary of the criteria defined for the search in progress, grouped under expandable panels. Only those groups for which you have defined values are shown. A list of errors that have been reported during the search. A check-box Close dialog when search is complete, which, when checked while the search is in progress, causes the dialog to close automatically shortly after the search completes, unless an error has occurred. Otherwise, the dialog remains open until you click the Close button. 3 On completion of the search, recordings matching the search criteria are displayed in the Timeline display (see Timeline display) and Results Table (see Results Table), and are available for replay. Wildcards are supported when creating a simple search. Chapter 3: NICE Inform Reconstruction 56

57 Creating a simple search 1 Set the required time frame to, either: Show last - defines a range between now and a period in the past. Using the up/down arrows, set the number of units and then click the drop-down arrow and select either Minutes, Hours, Days, Weeks, Months or Years, -or- From - defines a time range between any two dates and times. Date entry is assisted by clicking the Calendar button. A calendar control is presented to aid in choosing a particular date (see Using the calendar control in the NICE Inform Reconstruction chapter). 2 If required, add other fields: Resource (see Resource selection). User-configurable fields (the example shows DTMF, Extension and Call Priority). These fields are defined within the Simple Search page within the Preferences control (see Setting Reconstruction preferences). Each field allows you to enter a single value (either text or numerical), which is then used as a search criterion. NOTES: The configurable fields are 'ANDed' together to form the search criterion. If no value is entered, no criterion is added to the search. Wildcards are supported when creating a simple search. 3 If required, click the Save simple search button; the Save Simple Search dialog opens: Chapter 3: NICE Inform Reconstruction 57

58 4 Enter the following details: Search name - enter a name for the simple search in the text-box provided. Description - enter a description (optional) for the simple search in the text-box provided. Type - click the down-arrow and select either: Private - once created, only you will be able to view this simple search, -or- Public once created all users can view this simple search. 5 On completion, click the Search button. Using the calendar control The calendar controls enable you to: Go back one month. Go forward one month. Click the required day to highlight. Click Today to select the current day. Resource Selection Single resource entry This section provides a quick way to enter a single resource label. Click the down arrow and select the required item from the list displayed. The list shows all the resources that have been assigned to you. Multiple resource entry To select multiple resources: 1 Click the Browse button. The Resource Selection dialog is presented: Chapter 3: NICE Inform Reconstruction 58

59 2 Either group resources by: Resource Group - when selected the Groups tree on the left-hand side displays logical grouping and sub-grouping of resources, as defined in System Administration (see Creating a resource group in the NICE Inform System Administration chapter). -or- Recording system - when selected the Groups tree on the left-had side displays logical grouping and sub-grouping of resources associated to the recording system selected, as defined in System Administration (see Adding a resource in the NICE Inform System Administration chapter). 3 Select the required resources from the Available resources list, which lists all the resources available in the system using the normal selection methods. The Quick Search facility enables you to find the required resource(s). Enter the required text in the box and click Go. The search will return all the resources that have that text as part of their name. The search is NOT case-sensitive. To add entries to the Selected resources list: a Highlight the required entry in the Available resources list. b Click the Add > button; the entry is moved to the Selected resources list. c Repeat for each entry required. To remove entries from the Selected resources list: a Highlight the required entry in the Selected resources list. b Click the < Remove button; the entry is moved to the Available resources list. c Repeat for each entry required. To move all entries to the Selected resources list, click the Add All >> button. To move all entries from the Selected resources list, click the << Remove All button. TIP: If you wish to select all but one or two resources, click the Add All >> button to move all resources to the Selected resources list, then remove the resources not required. Chapter 3: NICE Inform Reconstruction 59

60 Saved Searches panel The Saved Searches panel, (a sub-panel of the Search panel), lists the various searches that have been saved. The panel consists of two parts, Public and Private saved searches: Public - searches that have been created and saved by yourself or others for general use. Private - searches that you have created and saved for your own personal use. You can view a description of a saved search by hovering the cursor over the particular search. Advanced searches Introduction The Advanced Search panel allows you to form complex searches that greatly reduce the number of recordings returned by the search. This facility saves you time and effort when you frequently get long lists of recordings that you then have to manually search to find the one you require. Benefits of the Advanced Search are that it allows: Searching the properties of recordings for a particular set conditions or ranges of values. Searching for specific combinations of conditions or values. The Advanced Search panel is opened by either: clicking the Advanced search button at the top of the Search panel, -or- Double click the required search in the Saved Search list, -or- Select a Saved Search and click the Edit saved search button. The Advanced search panel displays a tabbed dialog, each tab allowing search criteria to be built up in different ways. The associated Control buttons (see Control buttons) are common to all tabbed pages: General page Resources page Communication page Annotation page ANI/ALI page Free Expression page Summary page When the search runs, the dialogue field entries are formed into a search on the relevant recordings databases. The search might be spread across different databases, depending on media type. Chapter 3: NICE Inform Reconstruction 60

61 This means that results might return at different times from the different databases. The search returns all call records that match the criteria specified on all tabbed panes, i.e. if criteria are specified on the Communication page and the ANI/ALI page, only calls that match both sets of criteria will be returned. When the search is running, the search progress page is presented providing the following information: A summary of the criteria defined for the search in progress, grouped under expandable panels. Only those groups for which you have defined values are shown. A list of errors that have been reported during the search. A search activity bar, with a textual description. Check the Close dialog when search is complete box which, when checked while the search is in progress, causes the dialog to close automatically shortly after the search completes, unless an error has occurred. Otherwise, the screen remains open until you click the Close button. The results of the search are displayed in the Results Table (see Results Table) and Timeline display (see Timeline display). The search results can be saved for repeated use (see Saving a search). Searching on more than one CLS If you are searching on a field that does not exist in all connected CLS's in the NICE Inform system then only the CLS'S containing the field are searched. For example: If you request all calls with a CallType of 'Emergency', then only CLS's with a CallType field will be searched. However, if you want all non emergency calls, you need to request all calls where CallType is not 'Emergency'. This returns calls which only have a CallType field. Calls in other CLS's may not be considered as there is no CallType field to test. Control buttons The following buttons are common to all the advanced search pages: Button Description When clicked, the help page appropriate to the currently selected page is displayed. When clicked, all text edit controls are cleared and all radio buttons and check boxes are set back to their default settings. This applies to all tabs of the dialog. When clicked, the search parameters will be saved (see Saving a search). When clicked, the entries are formed into a search on all relevant databases, returning all recordings that match the criteria entered. At the same time, the search parameters will be saved (see Saving a search). When clicked, the entries are formed into a search on all relevant databases, returning all recordings that match the criteria entered. These results are displayed within the Results Table and Timeline display. When clicked, cancels the search, clearing all entries made thus far on each page. Chapter 3: NICE Inform Reconstruction 61

62 Wildcards The following wildcard characters are supported: % for anything, e.g. WATER% will find items that contain the terms "WATER"; "waterfall", "waterproof", etc. %WATER will find items that end in "WATER"; "freshwater", "breakwater", etc. "%WATER%" will return any item containing the term "WATER". The '%' cannot be the only character in the term.? for a single character, e.g. "90?10" will find the terms "90110", "90210", "90310", "90A10", etc. The question mark cannot be the only character in the term. General page Time Frame Allows you to enter time frame details for the advanced Reconstruction search. The options available are: Show last - defines a range between now and some period back into the past. The value for current date/time is taken each time the search is run. The period can be expressed in minutes hours, days, weeks or months. From - defines a time range between any two dates and times. Date entry is assisted by a calendar control (see Using the calendar control). A time range must be entered for all searches and all recordings found will be within the specified time range. Chapter 3: NICE Inform Reconstruction 62

63 Duration Only include recordings that start within the search tiem frame - either: Check the box - only includes recordings that start within the selected time frame, -or- Un-check the box (default) - any recordings that occur within the time frame is included within the search including any recordings that span the start and/or end time. Leaving the box un-checked will increase the time it takes to perform a search as more recordings will be included. Enter the required recording duration (in seconds) by selecting the required logical operator from the drop-down list: Any - no time qualifier is entered; all recordings will be returned by the search. at least (>=) - enter the required value in the text-box displayed. All recordings of EQUAL or GREATER duration than this value will be returned by the search. up to (<=) - enter the required value in the text-box displayed. All recordings of EQUAL or LESSER duration than this value will be returned by the search. between - enter the required values in the text-boxes displayed. All recordings of duration EQUALLING or BETWEEN these values will be returned by the search. Source types 1 Select the type of data source you require: Audio Video Screen (future feature) 2 If you selected Audio select the type of audio data you require from the drop-down list: Calls Database (NiceCLS or NICE Interaction Center) Loggers Inserter Selecting either the Loggers or Inserter entries limits certain other search criteria you can enter. Chapter 3: NICE Inform Reconstruction 63

64 Inserter records If the external CTI feed used to generate recordings fails, records are not generated for the recordings. This prevents Reconstruction from finding the affected recordings. To overcome this, the NiceCLS server compares recordings recorded on the loggers with the records in the call database. Where missing records are detected, the process creates an Inserter record, which refers to the recording. The Inserter records do not contain any CTI information, so for display are labelled with either a Source label (if one has been configured for the channel) or the logger ID and channel number only. An optional feature in Reconstruction searches for any Inserter records, matching the specified time range instead of searching the main NiceCLS. As there is no CTI information for such recordings, the only selection criterion that can be applied is Channel label, and thus searches on systems using trunk-side recording might also include all inserter records for the search period, since there is no way to filter them. To view inserter records, select Inserter from the Source Types drop-down list within the General page. NOTES: To use this feature you need the Perform Inserter table searches privilege assigned to you by a NICE Inform Administrator. Viewing Inserter records on trunk side recording systems potentially gives access to any channel so the privilege should only be given to those who may listen to any channel. Resources page Chapter 3: NICE Inform Reconstruction 64

65 NOTES: The Quick Search facility enables you to find the required resource(s) by performing a search on all available resources. Enter the required text in the box and click Go. The search will return all the resources within the Available fields list that have that text as part of their name. The search is NOT case-sensitive. Ensure that you clear out the previous search from the Quick Search text-box before performing a new search. Wildcards are supported when using the Quick Search text-box (for help see the Wildcards section). Group resources by Determines how the resources are displayed: Recording system - resources are listed by recording systems NLS audio systems and NiceVision systems. Resource group - resources are listed in the groups set up under System Administration (see Creating a resource group in the NICE Inform System Administration chapter). To add entries to the Selected resources list: 1 Highlight the required entry in the Available resources list. 2 Click the Add > button; the entry is moved to the Selected resources list. 3 Repeat for each entry required. To remove entries from the Selected resources list: 1 Highlight the required entry in the Selected resources list. 2 Click the < Remove button; the entry is moved to the Available resources list. 3 Repeat for each entry required. To move all entries to the Selected resources list, click the Add All >> button. To move all entries from the Selected resources list, click the << Remove All button. TIP: If you wish to select all but one or two resources, click the Add All >> button to move all resources to the Selected resources list, then remove the resources not required. Chapter 3: NICE Inform Reconstruction 65

66 Communication page NOTES: Options available within the Communication page are dependant on how your system is configured. Wildcards are supported when entering your communication settings (for help see the Wildcards section). Searches will return recordings that match all of the criteria entered in the Phone group and they will also return recordings that match all criteria in the Radio group, (i.e. recordings do not have to match the criteria entered in both groups). Phone information Select the required values: Direction - select from the drop-down list: All Incoming Outgoing Internal External Tandem Enter the Extension and DTMF (if known) in the associated text-boxes. Chapter 3: NICE Inform Reconstruction 66

67 Radio information Enter the required values. The fields listed in this section depend on the radio system. Video information This section is ONLY available if a NiceVision system has been added. Select the required values regarding the different types of video recording from the Recording Type drop-down list: (all) Crowd control Detected intruder External hardware External software Motion detection Tailgating Unattended baggage Unauthorized vehicle Annotations page Annotation type The search will return only those recordings containing the selected type of annotation. Select the required type using the drop-down list: ' ' (empty string) - no annotation criteria are added to the search. Search returns recordings with and without annotations. bookmark - search only returns recordings with bookmarks (without associated text or voice). text - search only returns recordings with text annotations. The text-box is enabled. If text is entered in the text-box, searches will only return recordings with text annotation that contain the specified text. Chapter 3: NICE Inform Reconstruction 67

68 NOTES: The text-box is ONLY active for text annotations. Wildcards are supported (for help see the Wildcards section). voice - search only returns recordings with voice annotations. The text-box is disabled. any - search only returns recordings with some form of annotation, either bookmark, text or voice annotation. The text-box is disabled. ANI/ALI page Wildcards are supported when configuring your ANI/ALI search criteria (for help see the Wildcards section). ANI/ALI returned search results Include ANI/ALI with search results - (default checked) when this check-box is un-checked, all other controls on this page are cleared and disabled. Subsequent searches do not include any ANI/ALI data. When checked, the Criteria 1 drop-down list and the Include ANI/ALI that occurred during a call and Include ALL ANI/ALI records radio buttons are enabled: Include ANI/ALI that occurred during a call - (default) if no ANI/ALI search criteria are defined, subsequent searches include all ANI/ALI records on the channels being searched that match a call record, i.e. no unassigned (orphan) ANI/ALI records. If ANI/ALI search criteria are defined, subsequent searches will return all ANI/ALI records that match those criteria and are assigned to a call. Include ALL ANI/ALI records - enables the first drop-down list in the ANI/ALI Search Criteria group. When no ANI/ALI search criteria are defined, subsequent searches include all ANI/ALI records on the channels being searched. When ANI/ALI search criteria are defined, subsequent searches return all ANI/ALI records that match those criteria, together with any calls that they overlap. Chapter 3: NICE Inform Reconstruction 68

69 ANI/ALI search criteria Radio buttons The ANI/ALI Criteria 1 combo box is enabled when the Include ANI/ALI with search results option is selected in the ANI/ALI search results section above. All ANI/ALI fields are available in the ANI/ALI Field 1, 2 and 3 text-boxes. Select the required entries using the associated drop-down lists. When a field is populated, the associated comparison operator field is enabled. Select the required value using the drop-down list; available values are: equals, does not equal, contains (default), does not contain. Selecting a comparison operator enables the edit box on the same line and the ANI/ALI field dropdown list on the line below. All criteria - when selected, the ANI/ALI criteria is logically ANDed together. Match at least one criteria (default) - when selected, the ANI/ALI criteria is logically ORed together. Free Expression page Enables you to build and enter complex criteria based on fields used by the system. NOTES: Wildcards are supported when you are building your expression (for help see the Wildcards section). It is NOT possible to enter ANI/ALI fields. Chapter 3: NICE Inform Reconstruction 69

70 Building a free expression To build an expression: 1 Select (highlight) the required field from those listed in the Field pane (e.g. 'Extension'). 2 In the Comparison Operator box, a default expression is displayed; if required, change this to a different value using the drop-down list (e.g. 'equals'). 3 In the Value box, type the required value (e.g. '5104'). 4 If necessary, select the required Boolean operator ('AND' or 'OR'). 5 Click the Add Expression button; the expression is displayed in the Expression pane. 6 Type a new value in the Value box (e.g. '5110'), and click the Add Expression button. The second expression is displayed in the Expression pane. 7 Repeat (5) & (6) for any additional values required. Adding a branch Deletion To add a branch: 1 Select the required Boolean operator ('AND' or 'OR'), and click the Add Branch button; a new branch is displayed in the Expression pane. 2 Create the required expression, and click the Add Expression button; the expression is displayed in the Expression pane. Ensure that the Boolean operator symbol at the start of the particular branch is highlighted. 3 Create further expressions as required, clicking the Add Expression button each time to add the new expression to those listed in the Expression pane. To delete an expression, highlight the required expression and click the Delete button. To delete a branch, select the required branch symbol and click the Delete button. You CANNOT delete the initial (top-level) branch. Chapter 3: NICE Inform Reconstruction 70

71 Summary page Presents a summary of the search criteria you have entered. Chapter 3: NICE Inform Reconstruction 71

72 Saving a search Simple search 1 Set up the required values in the Search panel (see Creating a simple search). 2 Click the Save simple search button in the toolbar of the Search panel. 3 When the Save Simple Search dialog opens: a b c Type the required Name for the search. If required, type a Description. Specify whether it is a Public (available to all users) or Private saved search (available to you only). 4 On completion, click the OK button. Advanced search 1 Set up the required search query using the Advanced Search tabs. 2 Click the Save or Save & Run button. 3 When the Save Advanced Search dialog opens: a Type the required Name for the search. Chapter 3: NICE Inform Reconstruction 72

73 b c If required, type a Description. Specify whether it is a Public saved search (available to all users) or Private saved search (available to you only). 4 On completion, click the OK button. About saved searches When you create a search that uses the Show last section to define the time period is saved, the values of the Show Last controls are saved, rather than the time period they resolve to at that time. Thus, when you reload and run the search, the time period searched will be the last X minutes/hours/days etc. at the time you run the search. Saved searches are listed in the Saved Searches section which is a sub section of the Search panel. It is divided into two parts - Private saved searches (searches created by you only) and Public saved searches (searches saved by all users). Hovering the cursor over one of the saved searches listed displays a description of that particular search (if a description was entered when saving the search). Running, editing & deleting saved searches Running a saved search To run a previously saved search: 1 Double click the required search in the Saved Search list. 2 On completion of the search, recordings matching the search criteria are displayed in the Timeline display, and are available for replay. Context menu To use the Saved searches context menu: 1 In the Saved Searches panel, right-click the required search, which selects the search and a context menu is presented. 2 Select from the following options: Run saved search - runs the search without editing. Rename saved search - displays the Rename Saved Search dialog, with the name, description and public/private values loaded; however, you can only change the Search Name and Description entries. Chapter 3: NICE Inform Reconstruction 73

74 You CANNOT change the Public/Private setting. Delete saved search (deletes saved search). Edit saved search (same action as clicking Edit saved search button). Editing a saved search 1 Select the required saved search by either: Right-clicking the search and selecting Edit saved search in the context menu. -or- Click the Edit saved search button to make any changes you require. 2 Either: Simple search a Change the required values in the Search panel. b Click the Save simple search button in the toolbar of the Search panel. c When the Save Simple Search dialog opens: d Change the existing Search Name of the search if you wish to retain the original search unchanged, otherwise leave the Name unchanged. If required, change the existing Description. On completion, click the OK button. -or- Advanced search a b c d Deleting a saved search Set up the required search query using the Advanced search tabs (see Advanced searches). Click the Save or the Save & Run button. When the Save Advanced Search dialog opens: Change the existing Search Name of the search if you wish to retain the original search unchanged, otherwise leave the Name unchanged. If required, change the existing Description. On completion, click the OK button. 1 Select the required saved search by either: Right-clicking the search and selecting Delete saved search in the context menu. -or- Select the search and click the Delete saved search button. 2 Click Yes to the confirmation message for a public save or for a private save and the saved search will be deleted. Chapter 3: NICE Inform Reconstruction 74

75 Filtering Search Results Filters are used to refine further the list of recordings returned after the initial search, in effect, reducing the number of recordings displayed. In practice, filters are best used after a simple search that used time as the selection criterion. When this returns a long list, the options are either to use a filter or an advanced search. Filters provide the simplest and most direct way of narrowing your search of the existing list, while Advanced Searches provide more comprehensive search facilities (See Advanced Searches). To open the filter toolbar, click the Filter panel button button. The Filter panel contains a series of list boxes that allow the currently displayed recordings to be filtered. Entering the values and clicking the Apply filter button filters out, or in, all results that do not match the chosen criteria. The recordings are not deleted from the search, just not displayed. All recordings that are hidden will become unselected and will remain unselected when the filter is removed and they are visible again. Using the Filter panel Filter action In - items matching the criteria are shown. Out - items matching the criteria are hidden. Communication type Selects the communication type (Radio, Telephone, Generic audio, or Video). Resource All or a single resource can be selected from the list. User selections The value for each configurable text-box is selected within the Filter page in the Reconstruction Content Preferences control (see Setting Reconstruction Content preferences). These text-boxes allow you select a single value from each of these fields for filtering. Apply to All - the filter acts on all recordings. Selected - the filter only acts on the selected recordings. Not Selected - the filter acts only on the non selected recordings. Chapter 3: NICE Inform Reconstruction 75

76 Filter controls Button Description Apply filter - applies the current filter settings to the search results. Undo filter - removes filtering from the results displayed, so that all the search results previously hidden by filtering are now displayed; the actual filter settings remain unchanged. New filter - removes filtering from the results displayed, and clears the current filter settings, allowing you to create a new set of filters. Playback Playback control panel Where relevant, the shortcut keys are displayed alongside each function in the accompanying table e.g. for Play the shortcut is Shift + Space. Button Description Play (Shift + Space) - click to start playback of the selected recording from the beginning of the selected recording(s). When clicked, changes to Pause. Pause (Shift + Space) - click to stop playback of the selected recording at the current position. When clicked, changes to Play which when clicked, playback of the selected recording will restart from the paused position. Stop (Ctrl + I) - stops the replay of the message currently being replayed. The playback cursor moves to the earliest point in the selected recordings. Next (Ctrl + K) - when clicked, replay skips to the next recording in the selection. Previous (Ctrl + J) - when clicked, replay skips to the previous recording in the selection. Rewind (Ctrl + <) - moves the position of the recording currently being replayed back by a predefined amount, defined within the Playback Settings page within the Preferences control (see Setting Reconstruction preferences). Fast forward (Ctrl + >) - moves the replay position of the recording currently being replayed forward by a predefined amount, defined within the Playback Settings page within the Preferences control (see Setting Reconstruction preferences). Time indicator - shows the current time of the recording that is being replayed. Skip silence (Ctrl + O) - when enabled, any silence between recordings is not played. Toggles between on/off. Only available when Sequential mode is Chapter 3: NICE Inform Reconstruction 76

77 turned off (see Sequential playback). AGC on/off (Ctrl + Shift + A) - AGC (Automatic Gain Control) improves the clarity of quiet audio. Click to switch the AGC on or off, depending on its current state. Date & time output (Ctrl + T) - when enabled, the date and time of the recording is provided (only available when Sequential playback is turned off). Parameters about how the date and time output behaves can be configured (see Configuring date & time output). Sequential playback - toggles sequential playback on/off (see Sequential playback). Noise Reduction - future feature. Wait control on/off - when Sequential playback mode is enabled, (and this feature turned on), playback is paused on completion of each recording instead of each recording being replayed automatically in sequence. To play the next recording in the sequence, click the Play button. Loop on/off (Ctrl + L) - Loop mode enables you to continuously replay the selected recordings and/or all recordings between playback markers (see the Loop mode section). Master volume - changes the playback volume, click and drag the master volume slider: Right to increase the volume (Ctrl + + (plus sign)), Left to decrease the volume (Ctrl + - (minus sign)). NOTES: This is a global setting that affects all replayed audio and date and time output announcements. Any resources that have their volume individually set will be overridden when changing the master volume. Playback speed (Ctrl + Shift + G)/(Ctrl + Shift + S) - varies the playback speed between 0.25 and 8 times real time with pitch correction. You can vary the speed at any time, either before or during playback. To change the playback speed, click and drag the slider: Right to increase the speed by the amount shown, Left to decrease the speed by the amount shown. The supported speeds for recordings. When synchronously replaying recordings of a different type (e.g. audio and video), playback speeds are limited to speeds supported by both. In this instance, when dragging the slider to an unsupported playback speed the slider will automatically reposition itself to the next supported speed. Supported audio speeds: 0.5, 0.6, 0.7, 0.8, 0.9, 1.0, 1.1, 1.2, 1.3, 1.4, 1.5, 1.6, 1.7, 1.8, 1.9, 2.0, 3.0, 4.0, 6.0 and 8.0. Supported video speeds: 0.25, 0.33, 0.5, 1.0, 2.0, 3.0 and 4.0. Supported screen speeds: 0.25, , 0.6, 0.7, 0.8, 0.9, 1.0, 1.1, 1.2, 1.3, 1.4, 1.5, 1.6, 1.7, 1.8, 1.9, 2.0, 3.0, 4.0, 6.0 and 8.0. Hovering your cursor over the pointer within the speed control provides a tool tip displaying the exact playback speed. Set the playback speed to anything other than 1.0 and the pointer is colored orange. If the pointer is colored grey then playback speed is set to 1.0. This provides a clear indication that the speed is being played at real time (1.0). Reset playback speed (Ctrl + Shift + N) - resets the current playback speed to x1 (normal). Chapter 3: NICE Inform Reconstruction 77

78 Sequential playback The Sequential playback button in the Playback control (see Playback control panel) toggles sequential playback on/off: Sequential mode on - each audio recording in the selection is played back on its own in start time sequence. Any silence between recordings is always skipped. If audio and video is selected, then the Timeline cursor will play only video where audio is being played back. NOTES: Except where the recording is full duplex; here, the 'upstream' and 'downstream' components of the recording are played mixed. Sequential playback mode relates to audio and NOT video. when enabled, the audio calls are played one after the other. Any video that is selected will be played whenever the cursor is above it. If when sequential mode is enabled and you select only video calls, playback will behave just the same as if sequential mode is disabled. Sequential mode off - the selected recordings are cued for playback relative to the time the first selected recording starts to play. Therefore, overlapping recordings are played simultaneously, as they were recorded (summed). Up to a maximum of 32 simultaneous recordings can be played at one time. In this mode, silence between recordings can either be skipped or not. When Skip silence mode is enabled any silence between recordings is not played. To enable Skip silence, see Playback control panel. Timeline display The Timeline display shows the current search results in a graphical form of horizontal strips (recording bars). Functions of the Timeline display include: Displaying the start and end of each recording. Points at which events occurred, and annotations or ANI/ALI records have been added. The ability to select multiple recordings by clicking on a recording and by using the standard Microsoft Windows Ctrl method clicking on subsequent recordings. The ability to select parts of a recording by left clicking and dragging over the required recording segment. Again using the Microsoft Windows Ctrl method, multiple partial selections are possible where required. Chapter 3: NICE Inform Reconstruction 78

79 The ability to create a combination of recordings or partial selections which can then be sent to NICE Inform Organizer by using the Add to Organizer button from the main control. For help adding recordings to Organizer, (see Adding Reconstruction Content to Organizer). The vertical line is called the Replay cursor. This cursor (or marker) indicates at what point the recording(s) are being replayed relative to each other. It can be dragged using the left mouse button to the required time. Recording bars The recording bars change their appearance depending on what recording type is being shown. Typically, a recording bar is displayed as a solid gray bar as indicated by the Timeline display above. Recording bar Description Normal recording bar that is available for playback. Recording that has no associated data available or replaying the recording causes an error. Full duplex audio recording. Emergency audio recording. Emergency full duplex audio recording. Tool tips Information is displayed by hovering the cursor over a customizable label in the Timeline display. A tool tip is then presented: Recording information is be displayed by hovering the cursor over a recording bar in the Timeline display. A tool tip is then presented: The recording information displayed within the recording bar tool tip is configurable in the Information Balloons page within the Preferences control (see Setting Reconstruction preferences). Chapter 3: NICE Inform Reconstruction 79

80 Timeline labels The following standard labels are available (by default): Resource view - items recorded on the same resource are displayed in the same row. Channel view - items recorded on the same channel are displayed in the same row. The Timeline label is customizable within the Views page in the Preferences control (see Setting Reconstruction preferences). To select a customized Timeline label: 1 Click the View by drop-down list. 2 Select the required option from the menu displayed: Moving Timeline labels Within the Timeline labels column (view dependant), you can reorder the label to suit your viewing requirements: 1 Select the required Timeline label. 2 With the label selected, drag it to the required position in the column. 3 Deselect the label. It has now been reordered in the Timeline labels column. Zoom control If you are moving a Timeline resource label that has a pair then the pair will be moved as well. The primary resource will always appear at the top once it has been moved. The Zoom control increases or decreases the time, (horizontal) resolution of the Timeline display. It is accessed when clicking the button (see Zoom control). Resource type icons The resource type is shown by an icon: Icon Name Telephony Agent/Extension Telephony channel Radio channel Talkgroup Video channel Generic audio Screen agent Chapter 3: NICE Inform Reconstruction 80

81 Recording type events Recording type events are shown by an icon on the Timeline: Icon Name Video event Multiple video event Standard event Emergency event ANI/ALI & Unassigned ANI/ALI event Annotation bookmark icons If a recording has an annotation associated with it, an annotation bookmark icon is displayed associated to the recording representing it at the appropriate time in the recording: Icon Name Bookmark (Annotation with no text, speech etc) Voice only Text only Image only Voice and text Voice and image Image and text Playback markers Multimedia (any annotation that has more than 2 media types i.e. Image, voice, text and text) Playback markers allow you to 'isolate' sections of selected recordings for playback. The markers comprise Start and End markers, but can only be used when Sequential mode is turned off (see Sequential playback). They are set via the context menu (see Setting playback markers on recordings). When creating a Reconstruction search, two vertical dotted lines are shown within the Timeline display: Chapter 3: NICE Inform Reconstruction 81

82 These dotted lines (search period markers) represent the start and end times of your search. Playback markers CANNOT be moved outside of the boundaries of these markers. When using the embedded Reconstruction Timeline display within the Content List page in NICE Inform Organizer, the dotted lines (search period markers) represent the start and end time of the incident. Timeline label context menu The context menu changes depending on the Timeline label that is being viewed (e.g. resource, channel etc). This section highlights the context menu options you may experience when right clicking on a Timeline label. Select / deselect all Right click on a Timeline label and click the Select All option: All the recordings associated to the Timeline label (within the search period) will now be selected ready for playback analysis etc. Click the Deselect All option and all the recordings will be deselected. It is also possible to select multiple resources by following the same procedure. Select All Between Markers To select all recordings between markers on a resource: 1 Ensure that the Resource Timeline label has been selected from the View by drop-down list: 2 On the Timeline display, set a Start Marker and an End marker in order to encapsulate all the recordings you require to select on the resource (see Setting playback markers on recordings). 3 Right click on the required Resource Timeline label and click the Select All Between Markers option: 4 All recordings between the playback markers will now be selected ready for playback or adding to NICE Inform Organizer etc. Chapter 3: NICE Inform Reconstruction 82

83 Timeline context menu When right-clicking on any recording within the Timeline display a context menu is presented: The options within this context menu are: Play - plays the selected recording using the Playback Control panel (see Playback control panel). Remove from list - removes the call from the Timeline display and from the Results Table. Add Annotation - opens the Annotation Panel enabling you to add an annotation for this recording (see Adding and updating annotations). Setting playback markers on recordings To set start and end markers within the Timeline display: 1 Either: Select the required recording(s) (see Selecting a recording). Only the selected recording(s) will be played between markers, -or- Select start and end times for the markers (i.e. do not select a recording). In this instance ALL recordings will be selected between markers. Within the Playback control panel, click the Play button and all recordings will be played back. However, you can select one recording or any number of recordings between the markers. 2 Position the cursor on a clear part of the display (away from any recordings) at the point at which you wish playback to begin: 3 Right-click the mouse to display the context menu and select Set Start Marker from the menu: Chapter 3: NICE Inform Reconstruction 83

84 A green Start Marker is positioned where you clicked the mouse, behind the replay cursor, which also moves to this point: Any recording before the start marker will NOT be played. 4 Move the cursor to the point at which you wish playback to end (also on a clear part of the display, away from any recordings). 5 Right-click the mouse and select Set End Marker from the menu: Chapter 3: NICE Inform Reconstruction 84

85 6 A red End Marker is positioned where you clicked the mouse: Any recording after the end marker will NOT be played. If you set the start or end marker outside of the Reconstruction search indicated by the dotted lines (search playback markers) you are presented with a dialog message. This message informs you that as the markers are set outside the current search period, this region cannot be guaranteed to include all search results. If you still wish to continue, click Yes. If not, click No. 7 Click the Play button; playback begins at the Start Marker, and continues to the End Marker, where it stops: Playback will include silence as well unless the Skip Silence feature is enabled within the Playback Control (see Playback control panel). It is not a prerequisite to set both a start and end marker. If required only one can be set. Chapter 3: NICE Inform Reconstruction 85

86 Setting playback markers using the Goto control Use the Goto control as an alternative method to set playback markers (see Goto control). Marker replay position Select either the Start or End marker and the replay cursor changes to provide the time and date at that position. Selecting all recordings between playback markers To select all (and partial recordings) between the Start and End Markers: 1 Right-click the mouse on a clear part of the display, away from any recordings. 2 Click the Select All Between Markers option from the context menu. All the recordings within the markers are now selected: Loop Mode Here you can replay the recordings using the Playback control panel or you can add then to an incident within NICE Inform Organizer by using the Add to Organizer Wizard (see Adding Reconstruction Content to Organizer). When adding all selected recordings between markers into NICE Inform Organizer, all recordings AND silence is added between the markers. Loop mode enables you to continuously replay the segment of the recordings between the markers. To loop between markers: 1 Set the required markers on the selected recordings as previously described. 2 Click the Loop button. 3 Start replay by selecting a call (if one is not already selected) and clicking the Play button from within the Playback Control panel. You can select Loop mode while the recording is being replayed by clicking the Loop button. Chapter 3: NICE Inform Reconstruction 86

87 To stop Loop mode, either click the Stop button, or the Loop playback will continue to the End Marker, then stop. button (in this instance, Sequential playback mode In order to set playback markers in the Timeline display, Sequential mode has to be turned off within the Playback Control panel. Clearing Markers To clear the Start and End Markers: 1 Right-click the mouse on a clear part of the display, away from any recordings. 2 Select Clear Markers from the context menu: Radio system information Motorola IP Recorder (MCC 7500) The Motorola IP Recorder is the logging solution for Motorola (digital) trunked radio systems when they are used with the Motorola Archiving Interface Server (AIS). The AIS provides an IP audio logging interface to the radio system. Displaying calls with partial audio Motorola calls may legitimately occur with partial audio or no audio. NICE Inform displays the recording bar in the Timeline display as follows: Audio availability Audio available Partial audio No audio Call bar in Timeline Solid Single hatched Cross hatched Timeline example Chapter 3: NICE Inform Reconstruction 87

88 Console takeover and takeunder Console takeover is a situation where a radio is transmitting and then a console user decides to transmit at the same time (on the same resource). In this case the Console has higher priority and so takes over the call. The radio users now hear the console transmission instead of the original transmission. The Console is displayed within the Timeline display as two recording bars within the same resource: (one being the Console and one being the original call) Results table The Results Table comprises a table of returned recordings with selected parameters: To minimize the table, click the down arrow on the header strip. To maximize the table, click the up arrow at the bottom right-hand corner of the window. There are three columns displaying icons at the left of the table. These icons are: - the recording type column header. - the recording location type column header. - the annotation type column header. Three columns, Resource, Start Time and Duration, are always present on the left of the table (after the icons). You can set the remaining columns to be displayed and the order they are displayed in the Results Table page within the Preferences control (see Setting Reconstruction preferences), otherwise the defaults are used. Each column can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. Chapter 3: NICE Inform Reconstruction 88

89 Recording type icons The recording type is shown by an icon: Icon Name Telephone call Radio transmission Video recording Generic audio recording Screen recording Emergency call Full duplex radio recording Unassigned ANI/ALI record Recording location Icons The location of the recording is shown by an icon: Icon Name & description Playing - playing the selected recording. Transferred to client - the recording has successfully transferred to the workstation. Online audio - in the replayer s cache, on a logger hard disk. Online video system - in the replayer s cache, on a logger hard disk. Online - on a NICE Storage Center. Nearline - on removable media that is currently in a logger media drive in retrieval mode. Partial audio - some of the audio is not available. Retrieval in progress - recording currently in the process of being transferred from removable media to a logger hard disk drive. Offline - on removable media that is not in a logger media drive in retrieval mode. Unplayable - there is no audio or video recording available. Annotation The location field for radio system events and unassociated ANI/ALI records will always be blank as there is never any 'unplayable' data associated with these items. If a recording has one or more annotations, an icon is displayed in the Annotation column of the corresponding row (see Adding and updating annotations). Chapter 3: NICE Inform Reconstruction 89

90 Selecting a recording To select a recording for replay, click the required entry in the Results Table. This selects the entire recording. You can then either use the Playback controls (see Playback control panel) to play the recording, or use the Keyboard shortcuts: Key Held Down State Single Click Double Click None Recording under cursor not selected Recording becomes selected, all others unselected Recording becomes selected, all others un-selected, plus recording is played. None Recording under cursor selected Deselect Recording remains selected, all other recordings become un-selected, plus recording is played. Control Recording under cursor not selected Recording becomes selected in addition to any other already selected. Recording becomes selected in addition to any other already selected, plus all selected recordings are played. Control Recording under cursor selected Recording becomes unselected. Recording remains selected in addition to any other already selected, plus all selected Recordings are played Shift Recording under cursor selected or un-selected All recordings between the last recording selected and the recording under the cursor are selected. All recordings between the last recording selected and the recording under the cursor are selected, plus all selected recordings are played. When a recording is selected for replay it is highlighted. If any part of a recording is selected for replay using the Timeline display, the corresponding entry in the Results Table is highlighted. NOTES: Context Menu There is no indication of how much of the recording will be replayed. Press Ctrl + A to select all recordings in the Results Table. When right-clicking on any recording within the Results Table, a context menu is presented: The options within this context menu are: Play - plays the selected recording using the Playback control panel (see Playback control panel). Remove from list - removes the recording from the Results Table and from the Timeline display. Chapter 3: NICE Inform Reconstruction 90

91 ANI/ALI Data Add Annotation - opens the Annotation panel enabling you to add an annotation for this recording (see Adding and updating annotations). Annotations - Up to 10 annotations (if created) can appear within this context menu but only when right clicking on the Annotation icon itself. Clicking on one opens the annotation within the Annotation panel. Where calls in the Results Table are displaying ANI/ALI data with more than one ANI/ALI record associated with them, the entries display the data from either the earliest or latest ANI/ALI record, as set in the General page in the Preferences control (see Setting Reconstruction preferences). Offline media If in the Results Table, a recording displays the Offline presented with a dialog: icon when trying to play you are Information displayed in this dialog includes the Media ID/type, Logger and Media start time (UTC). This media will need to be loaded into a logger drive before you can play the recording. Click Ignore and the associated recording will be displayed with an icon indicating that the recording is unavailable. Click Retry and the system will attempt to play the recording again. Chapter 3: NICE Inform Reconstruction 91

92 Selecting a recording Method 1 Method 3 Method 4 There are five main methods to aid you in selecting a recording or a selection of recordings within the Timeline display: Double click the required recording in the Timeline display or the Results Table. The selected recording changes to a blue color, and starts replaying from the beginning of the recording. This method ONLY allows you to playback recordings. Method 2 1 Click the required recording in the Timeline display or the Results Table. The selected recording changes to a blue color. 2 Click the required button in the Playback control panel e.g. Play. 1 Right-click the required recording in the Timeline display or the Results Table. 2 Select the required action from the context menu: Play - replays the recording from the beginning. Remove from list - removes the selected recording from the Results Table. Add annotation - activates the Annotation panel (see Adding and updating annotations). 1 Click and hold the mouse pointer adjacent to or over the required recording in the Timeline display. 2 Drag the pointer over the required recording(s) or select a segment of a recording (or recordings). This is known as partial selection. The selected recording (or recordings) are enclosed by a rectangular box, as shown below: 3 Click the required button in the Playback control panel e.g. Play. Playback starts from the beginning of the enclosed portion of the recording, and lasts for the period covered by the enclosure, as shown below: Method 5 If you have set a start and end playback marker then the recordings that fall between the two points will be selected. For help setting playback markers, see Setting playback markers on recordings. Chapter 3: NICE Inform Reconstruction 92

93 Reconstruction features There are a number of features in NICE Inform Reconstruction that are available to you when following methods 2, 4 and 5: Recordings can be added to NICE Inform Organizer by clicking the Add to Organizer button (see Adding Reconstruction Content to Organizer). Saving scenarios and saving audio and video recordings can be achieved by clicking the Load/Save scenario button (see Saving/loading scenarios and saving audio/video). Printing details of selected recordings by clicking the Printing wizard button (see Printing recording details). Add recordings to the clipboard by clicking the Add to clipboard button (see Clipboard controls). Filter selected recordings by clicking the Filter panel button to invoke the Filter panel (see Filtering search results). Organizer features When Using the Embedded Reconstruction Results Table and Timeline display within the Content List page in NICE Inform Organizer, there are a few extra features available. These features are only applicable to methods 2, 4 and 5: Removing selected recordings from the Reconstruction Content folder by clicking the Remove button (see Button bar (Reconstruction Content) within the NICE Inform Organizer chapter). Moving selected recordings from the Reconstruction Content folder by clicking the Move to folder button (see Button bar (Reconstruction Content) within the NICE Inform Organizer chapter). Distributing selected recordings from the Reconstruction Content folder by clicking the Distribute button (see Button bar (Reconstruction Content) within the NICE Inform Organizer chapter). Chapter 3: NICE Inform Reconstruction 93

94 Annotation panel Adding and updating annotations You can add an annotation to a recording to mark a point of interest for future reference. These can be a text, voice or image annotation or a combination of all three depending on your requirements. NOTES: Annotations CANNOT be added to unassigned ANI/ALI records, radio system events or non-audio data sources (e.g. video recordings, screen recordings, etc). To open the Annotation panel, use the Ctrl + B shortcut keys. You CANNOT annotate a saved scenario. Adding an annotation There are three ways to add an annotation; either: Move the replay cursor to the position / time that the annotation is to be added, right-click a call in the Timeline display that has the replay cursor above it, and select Add Annotation from the context menu. The annotation is added at the position of the cursor, -or- Right-click in the column for the recording in the Results Table and select Add Annotation from the context menu, -or- Clicking the Add annotation button when capturing a frame using the (see Video playback panel). The Annotation panel opens with the text, voice Annotation controls. The left hand section of the Annotation panel is reserved for image annotations: From here you can: Add the text to an annotation (see Adding text to an annotation) Add voice to an annotation (see Adding voice to an annotation) Add an image to an annotation (see Adding an image to an annotation) An annotation can include more than one type. For example text, voice and image. An annotation with two or three types is called a Multimedia annotation. On completion, either: Click the Save annotation changes button to save the annotation; an annotation bookmark icon is placed on the recording (see Timeline display), -or- Chapter 3: NICE Inform Reconstruction 94

95 Click the Cancel annotation changes button to cancel changes made to the annotation. If you click the Save annotation changes button without adding either a text, image or voice annotation, then the annotation will be saved as a bookmark on the Timeline display and Results Table. Updating an annotation To update an annotation: 1 Select the annotation from the required recording in the Timeline display or the Results Table: 2 Click the Annotation Panel button (or press Ctrl + B) to open the Annotation panel. The first existing annotation of the selected recording is displayed. 3 Click the Update annotation button. Now, a new image or text annotation can be updated. Updating an image annotation will replace the existing image. From here you can: Update the text within an annotation (see Updating a text annotation). Update voice to an annotation (see Updating voice to an annotation). Update an image annotation with a highlighted area (see Updating an image annotation). NOTES: It is NOT possible to update or replace a voice annotation that has already been saved. It is NOT possible to update or replace a highlight to an image annotation that has already been saved. 4 Change the annotation as required, and either Save or Cancel on completion, as required. 5 Click the and buttons to toggle between multiple annotations. No annotations to display If there are no recordings selected or if recordings that are selected have no saved annotations, when opening the Annotation panel the following icon is displayed: This icon indicates that there are no annotations to display. No image to display If there is no image associated with a particular annotation then the image section of the Annotation panel will display the following icon: Chapter 3: NICE Inform Reconstruction 95

96 Adding text to an annotation 1 Enter the required text in the text-box displayed. Text annotations are limited to 3500 characters. 2 Click either Save annotation changes - saves any changes to the annotation, -or- Cancel annotation changes - any changes made to the annotation are not applied. Adding voice to an annotation The Voice annotation control panel enables you to record the required annotation: Once there is voice associated with an annotation, it CANNOT be appended or a new voice annotation added. To add a voice annotation: 1 Click the Record button and speak the required annotation. 2 On completion, click the Stop button. 3 Click the Play button to listen to your recording. When you have finished, click either: Save annotation changes - saves any changes to the annotation, -or- Cancel annotation changes - any changes made to the annotation are not applied. Chapter 3: NICE Inform Reconstruction 96

97 Adding an image to an annotation An image annotation initially derives from a video that is replayed within the Video playback panel (see Video playback panel). A frame of the video is captured (see Capturing the current frame: button bar) and by clicking on the Add annotation Annotation panel. button, the captured frame is added to the The image is displayed within the left hand section of the Annotation panel. Once the image has been added into the Annotation panel, there are a number of options available to you. First, the image has to be copied to an available accessories window within the Accessories panel (see Accessories panel). To copy the image to an available accessories window: 1 Hover the cursor over the image in the Annotation panel. 2 Click and hold the left mouse button. 3 Drag the image either into an empty accessories window or drag it into an empty space within the Accessories panel and an accessories window (if one is available) will be assigned to the image. Resizing the image Once an image is displayed within an accessories window it can be undocked and then it can be resized by dragging the corner of the window. The image will maintain correct aspect ratio with borders being applied around the image as appropriate. Resizing the image can only go up to the maximum size of when the video was initially captured and added into the Annotation panel. Further functionality is available when clicking the Update Annotation the image into an available accessories window: Adding a highlighted area button and dragging It is possible to highlight a particular section of a captured frame to indicate an area of special interest. This can be included when saving the annotation. To create a highlighted area: 1 Hover the cursor over a corner of the area for highlighting. 2 Click and hold the left mouse button. 3 Drag the mouse over the required area for highlighting. 4 Release the mouse button. 5 The chosen area will now be highlighted. You can also create a highlight on an image when the frame is initially captured. When the image is added to the Annotation panel the highlighted area will be added also. The highlighted area will resemble something like the example below: Chapter 3: NICE Inform Reconstruction 97

98 Within the Annotation panel, click the Show/Hide highlight area on/off. When you have finished, click either: button to toggle the highlighted Save annotation changes - saves any changes to the annotation, -or- Cancel annotation changes - any changes made to the annotation are not applied. Updating a text annotation 1 Click the Update annotation button. 2 Enter the required text in the text-box displayed below the previously saved text annotation. Text annotations are limited to 3500 characters. 3 Click either: Save annotation changes - saves any changes to the annotation. -or- Cancel annotation changes - any changes made to the annotation are not applied. Chapter 3: NICE Inform Reconstruction 98

99 Updating voice to an annotation You CANNOT update an annotation that already has a voice annotation added. You can ONLY update an existing text and/or image annotation. 1 Click the Update annotation button. 2 Click the Record button and speak the required annotation. 3 On completion, click the Stop button. 4 Click the Play button to listen to your recording. 5 When you have finished, click either: Save annotation changes - saves any changes to the annotation. -or- Cancel annotation changes - any changes made to the annotation are not applied. Chapter 3: NICE Inform Reconstruction 99

100 Updating an image annotation It is not possible to update or replace a highlight to an image annotation that has already been saved. 1 Click the Update annotation button. 2 Drag the image into an available accessories window within the Accessories panel 3 Create a highlighted area: a b c d e 4 Click either: Hover the cursor over a corner of the area for highlighting. Click and hold the left mouse button. Drag the mouse over the required area for highlighting. Release the mouse button. The chosen area will now be highlighted. Save annotation changes - saves any changes to the annotation. -or- Cancel annotation changes - any changes made to the annotation are not applied. Chapter 3: NICE Inform Reconstruction 100

101 Accessories panel The Accessories panel contains windows used to display information during playback. The window displays information that is relevant to the resource and shows the associated data of any selected item from that resource currently beneath the cursor (at the current replay position). The Accessories panel can be maximized by clicking on the button and minimized by clicking the button. Windows can be created by dragging a resource from the Timeline display onto the grey area of the Accessories panel. If a resource is dragged onto an existing window, it will update to display the newly dragged resource (clearing previous content if required). There can be a maximum of 12 Accessories windows open at one time. The windows can be dragged away from the Accessories panel to become separate 'floating windows. By dragging the Timeline cursor over a recording in the Timeline display, the details will update within the associated Accessories panel window. The information displayed within the Accessories panel is configurable in the Accessories page within the Preferences control (see Setting Reconstruction preferences). On completion, the window can: Be re-docked - to re-dock a window, click and hold the window title, then drag the window until it is over the Accessories panel. Release the mouse button. Have its contents removed - to remove the content of the window, click the Clear Content [X] button in the window toolbar. Be closed - to close the window, click the Clear Content [X] button twice. The Accessories panel windows can be used to display recording information, video or screen playback depending on the resource type. Chapter 3: NICE Inform Reconstruction 101

102 Video & screen playback There are two methods to view a video or screen recording in an available window within the Accessories panel: Drag the video or screen resource icon from the Timeline display into an existing Accessories panel window (or into the grey area of the Accessories panel). To playback a video or screen recording, either select the recording from within the Timeline display or Results Table and click the Play button within the Playback control panel, -or- Select a video or screen recording and click the Play button within the Playback control panel. If an accessories window is already assigned to the resource then it will be used for playback. If an existing accessories window is not being used then it will be assigned to the resource for playback. If an accessories window is not available, then a new window will be created. If an accessories window displays this icon: then this indicates that the window has been assigned a video source but the video is not being displayed at this time. Resizing an accessories window When a window is undocked it can be resized by dragging the corner of the window. When playing video the window will maintain the correct aspect ratio with borders being applied around the video as appropriate. The same happens when the corner of a screen recording is dragged, but only when the scale function is set to Scaled (see Using the scale function). When the scale function is set to Unscaled, the screen recording will resize but the scroll bars will be kept until it reaches its native size. You CANNOT close or replace the contents of the accessories window whilst video or screen is being replayed or paused. If you attempt this, a message is presented to you informing you of this. You MUST stop the playback first. Accessories toolbar Button Description Clear Content - when clicked, clears the current contents of the window. When clicked twice it closes the accessories window. Maximize - when clicked, maximizes the selected window; the button then becomes the Minimize button. Minimize - when clicked, minimizes the selected window; the button then becomes the Maximize button. Show Menu - when clicked, shows either the Video playback panel button bar (see Video playback: button bar) or the Screen playback panel button bar (see Video playback: button bar) depending whether you are viewing a video or screen resource within the Accessories window; the button then becomes the Hide Menu button. Hide Menu - when clicked, hides the Video playback panel button bar (see Video playback: button bar) or the Screen playback panel button bar (see Video playback: button bar) depending whether you are viewing a video or screen resource within the Accessories window; the button then becomes the Show Menu button. Chapter 3: NICE Inform Reconstruction 102

103 Video playback panel The Video playback panel provides the ability to manipulate the video being replayed. In order to use the Video playback panel, a video resource has to be allocated an accessories window within the Accessories panel. For help regarding the Accessories panel and attaching a video resource into an available Accessories window, see Video & screen playback in the Accessories panel section. Once a video recording is either in playback or pause mode, click on the Show Menu the Accessories toolbar (see Accessories toolbar). A button bar is presented providing further functionality (see Video playback: Button bar). button in After clicking the Show Menu button, a screen similar to the example below is presented: Video playback: Button bar There are a number of available buttons within the Video playback panel for selection: Button Description Next frame Previous frame Resize window Zoom Capture frame Video preferences Chapter 3: NICE Inform Reconstruction 103

104 Next frame Clicking the Next frame button once steps the video forwards by one frame. For each click on the Next frame button, time is shifted forwards accordingly. For example, if the video is recorded at one frame per second the time will move forward by one second within the Timeline display. The Timeline marker will therefore move to reflect this change. The Next Frame feature is ONLY available when the video is paused. If the Accessories panel is displaying more than one video panel, stepping the frame forward will change the current playback time for all video panels. Previous frame Clicking the Previous frame button once steps the video backwards by one frame. For each click on the Previous frame button, time is shifted backwards accordingly. For example, if the video is recorded at one frame per second the time will move backward by one second within the Timeline display. The Timeline marker will therefore move to reflect this change. The Previous Frame feature is ONLY available when the video is paused. If the Accessories panel is displaying more than one video panel, stepping the frame backward will change the current playback time for all video panels. Resizing the window Clicking the Resize window menu: button provides two options from the resulting drop-down View Native Size - the video is undocked and is resized to the native resolution that it was recorded in i.e. 352 x 240. This option resizes video irrespective if the video is docked in an accessories window or not. View Docked Size - the video is resized back to the docked size of the accessories window. This option does NOT dock the video it will remain undocked. Using the video zoom function Clicking the Zoom function. To zoom in: button either when video is in playback or pause mode invokes the zoom 1 Hover the cursor over the video and the cursor changes. [ ] 2 Click the left mouse button to zoom in to a particular area of interest. 3 Release the mouse button. To zoom out: 1 Hover the cursor over the video. 2 Click the right mouse button to zoom out and the cursor changes. [ ] 3 Once you have zoomed out the required level, release the mouse button. Chapter 3: NICE Inform Reconstruction 104

105 Panning Once zoomed in you can pan around the video to view a particular area of interest. To pan: 1 Hover the cursor over the edge or corner of the video and the cursor changes to a white arrow pointing in the direction that you are trying to pan. 2 Click the left mouse button and the cursor changes to a red arrow whilst you are panning around the video. If the arrow changes back to a white arrow then you have reached the edge of the video that you are panning towards. 3 Once you have panned to the required area of interest, release the mouse button. You can only pan on a video that has been zoomed in on. A zoomed and/or panned video image can then by captured by clicking the Capture frame button. From there an annotation can be added, and it can be saved or printed. Capturing the current frame Clicking the Capture frame button captures the current frame and a new button bar is displayed. All playback (video, audio etc) automatically pauses at the point the button is clicked. New functionality here includes enabling you to save, print and annotate a captured image. Creating a highlighted area You can highlight a particular section of a captured frame to indicate an area of special interest. This can be included when saving the image to disk, when printing the image or when adding annotations. To create a highlighted area: 1 Hover the cursor over a corner of the area for highlighting. 2 Click and hold the left mouse button. 3 Drag the mouse over the required area for highlighting. 4 Release the mouse button. Chapter 3: NICE Inform Reconstruction 105

106 5 The chosen area will now be highlighted. The highlighted area will resemble something like the example below: To clear the highlighted area, click the Clear highlight button. To toggle between showing and hiding the highlighted area, click the Show/Hide highlight button. Only one highlighted area can be used on the same image. Video preferences Click the Video preferences button and the Video Preferences control is presented providing all the video OSD (On Screen Display) settings: To enable/disable the video OSD options in this control, check/un-check the Show on screen display details box accordingly. The control is divided into two sections: Chapter 3: NICE Inform Reconstruction 106

107 Content analysis The following options are available in this section: Disable - when selected, all content analysis on the video OSD is disabled. Suspicious objects only - when selected, all suspicious objects are displayed on the video OSD. With Display suspicious objects enabled, background, non suspicious objects are NOT displayed on the video OSD. All objects - when selected, all objects are displayed on the video OSD. Background objects that are being tracked are represented by green elipses and any suspicious objects that have triggered an alarm are represented by colored elipses based on the predefined setup of the content analysis for the channel. Available on screen display fields The following options are available in this section: Date - when checked, the date the video was recorded is displayed on the video OSD. Time - when checked, the time the video was recorded is displayed on the video OSD. Channel name - when checked, the name assigned to the channel is displayed on the video OSD. Playback status - when checked, the playback status (Play and Pause) is displayed on the video OSD. Content analysis type - when checked, the content analysis type is displayed on the video OSD. Examples of content analysis type include, Baggage Detection, Line Control, Tailgating, Intrusion Detection, People Count, etc. Content analysis status - when checked, the content analysis status is checked for the content analysis type on the video OSD. Examples of content analysis status include Learning Scene, Analyzing, Not Effective, etc. VMD objects - when checked, any VMD (Video Motion Detection) objects are displayed as rectangles on the video OSD. Authentication errors - when checked, if the recording has been tampered with, authentication errors are displayed on the video OSD. Use the Playback Settings page within the Preferences control (see Setting Reconstruction preferences) to change the default video properties. Chapter 3: NICE Inform Reconstruction 107

108 Capturing the current frame: Button bar There are a number of available buttons relating to capturing the current frame: Button Description Show/Hide highlight Clear highlight Save image to disk Print image Add annotation Return to video Showing / hiding a highlighted area Toggling the Show/Hide highlight button on/off shows and hides a highlighted area on the captured frame. For help creating a highlighted area, (see Creating a highlighted area). Clearing a highlighted area Click the Clear highlight button to remove the highlighted area on the captured frame. For help creating a highlighted area, (see Creating a highlighted area). Saving an image to disk To save an image to disk: 1 Within the button bar, click the Save image to disk button and a Save As dialog is presented. 2 Enter a file name and browse to a location to save the image to. 3 Click Save. 4 The captured image will now be saved in the chosen location. If the image has been re-sized and/or a highlight has been added this will be saved as well. NOTES: Saving will reflect if the image has been resized and include a highlight if one has been added. Images are saved in BMP (Bitmap) file format. Chapter 3: NICE Inform Reconstruction 108

109 Printing an image To print an image: 1 Within the button bar, click the Print image button. The Printing Wizard opens at the Welcome screen. Click Next to continue. 2 At the next screen: Select the required Printer from the drop-down list of printers available. Add a suitable Comment (if required). Click the Preview button to view a print preview of the document. Click the Settings button to check or change the printer settings. 3 Click the Print button. 4 On the Wizard Complete screen, click the Finish button to send the print job to the printer. Printing will reflect if the image has been resized and include a highlight if one has been added. Adding an annotation Clicking the Add annotation button moves the captured image into the Annotation panel (see Adding and updating annotations). From there the image can be saved as an annotation whereby voice and text can also be added. In addition, the image can be edited by adding a highlighted area, saved to disk or printed if required. Chapter 3: NICE Inform Reconstruction 109

110 Returning to video Clicking the Return to video button, closes the capture frame options and reverts back to the Video playback panel (see Video playback panel). Replay of the video does NOT resume. The video will be in pause mode until you click the Play button in the Playback control panel (see Playback control panel). Screen playback panel The Screen playback panel provides the ability to manipulate the screen recording being replayed. In order to use the Screen playback panel, a screen resource has to be allocated an accessories window within the Accessories panel. For help regarding the Accessories panel and attaching a screen resource into an available Accessories window, see Video & screen playback in the Accessories panel section. Once a screen recording is either in playback or pause mode, click on the Show Menu in the Accessories toolbar (see Accessories toolbar). A button bar is presented providing further functionality (see Video playback: Button bar). button After clicking the Show Menu button, a screen similar to the example below is presented: Screen playback panel: Button bar There are a number of available buttons within the Screen playback panel for selection: Button Description Resize window Scale Resizing the window Clicking the Resize window menu: button provides two options from the resulting drop-down View Native Size - the screen recording is undocked and is resized to the native resolution that it was recorded in i.e. 800 x 600. Chapter 3: NICE Inform Reconstruction 110

111 This option resizes the screen recording irrespective if the video is docked in an accessories window or not. View Docked Size - the screen recording is resized back to the docked size of the accessories window. This option does NOT dock the screen recording. The recording will remain undocked. Using the scale function Clicking the Scale button toggles between the following two modes: Scaled - the screen recording is scaled to fit the accessories window. The aspect ratio is maintained by adding bars at the top and bottom of the screen where appropriate. Unscaled - the screen recording is displayed in its native size. Scroll bars are provided to scroll around the screen. Viewing paired results The View paired results button provides the feature of showing paired and unpaired results from within the Results Table and Timeline display. It also allows you to hide paired results. Prerequisites In order to view paired resources within the Results Table and Timeline display there are some important prerequisites: To use this feature you need the required privilege (View paired secondary resources) assigned to you by a NICE Inform Administrator. The system will first need to be configured to have some paired resources. This is achieved by editing a NLS resources (see Editing & deleting an NLS resource) or editing a NICE perform resource (see Editing & deleting a Nice Perform resource) within NICE Inform System Administration. Searching for paired results You can use both simple search and advanced search in order to display any paired resources. If a resource is paired, then when searching only the primary will be in the available criteria. When the search is run, the secondary resource of any pair will be automatically added to the search criteria. Once results from any paired resources have been searched for and displayed, you are able to view the paired results in a number of ways. Fallback This section frequently refers to fallback. Fallback means that the recording could not be found on the primary resource and thus it has been retrieved from the secondary resource. Fallback is displayed associated to the resource in the Results Table. Chapter 3: NICE Inform Reconstruction 111

112 Paired results menu options This section uses annotated Timeline examples. Please refer to the following key: = Unmatched primary recording = Unmatched secondary recording = Primary recording = Secondary recording A definition for each paired item recording type can be viewed within the Associated columns in the Results Table section below. To view the paired results, click the View paired results context menu which provides the following options: button. You are presented with a Hide Paired Results Selecting the Hide Paired Results menu option (default option) hides the secondary resource of any resource pairs. The primary resource and all unpaired resources are displayed as normal. Upon playback, any fallback will occur automatically without requiring user interaction. To illustrate this refer to the following Timeline example: Show Paired Results Selecting the Show Paired Results menu option displays both the primary and secondary resources of the resource pair (in addition to displaying all unpaired resources). Paired resources are displayed linked together using the icon. Unpaired resources are displayed as normal. To illustrate the show paired results view, refer to the following Timeline example: NOTES: The primary resource is always the top of the pair. You MUST have Maintenance mode enabled to view the Show Paired Results menu option To enable Maintenance mode, see Editing site details in the NICE Inform System Administration chapter. Show Unmatched Results Selecting the Show Unmatched Results menu option displays only recordings that do not match between the primary and secondary resource. All unpaired resources and successfully matched recordings will be hidden in this view. To illustrate the unmatched results view, refer to the following Timeline example: Chapter 3: NICE Inform Reconstruction 112

113 You MUST have Maintenance mode enabled to view the Show Unmatched Results menu option To enable Maintenance mode, see Editing site details in the NICE Inform System Administration chapter. Show Primary/Secondary Results Only Selecting the Show Primary Results Only menu option displays only the recordings on the primary resource of the resource pair. In addition, selecting the Show Secondary Results Only menu option displays only the recordings on the secondary resource of the resource pair. NOTES: Recordings on unpaired resources will NOT be displayed in either view. Showing only primary and secondary results is for diagnostic purposes only. Associated columns in the Results Table There are two columns that can be selected for viewing in the Results Table by using the Results Table page within the Preferences control (see Setting Reconstruction preferences). Paired Media Source - typically this column is blank indicating that the recording was obtained from its expected location. However, if Fallback Secondary is displayed then this indicates that the recording could not be found on the primary resource and thus it has been retrieved from the secondary resource. Paired Item Type - the different column results are: Primary - there is a recording on the primary resource and there is a matching recording on the secondary resource. Therefore, fallback can occur ( in the Timeline examples). Secondary - there is a recording on the secondary resource. Fallback cannot occur ( in the Timeline examples). Unmatched primary - there is a recording on the primary resource but there is no matching recording on the secondary resource. Therefore, fallback to the secondary resource cannot occur ( in the Timeline examples). Unmatched secondary - there is a recording on the secondary resource but there is no matching primary resource ( in the Timeline examples). In normal Hide Paired Results view, the call count will typically be lower than in the Show Paired Results view as this view shows unmatched calls as well. Once an Inform system has been configured for paired resources, certain NICE Inform features can function differently. For more help regarding these features, refer to the section below (Paired resource functionality differences). Chapter 3: NICE Inform Reconstruction 113

114 Paired resource functionality differences Searching Once an Inform system has been configured for paired resources, certain NICE Inform features can function differently. This section refers to each of these features. If a resource is paired, then when searching only the primary will be in the available criteria. When the search is run (see Simple searches or Advanced searches), the secondary resource of any pair will be automatically added to the search criteria. Saved searches When you save a search (see Saving a search), the specific selected resources are saved (including their resources pairs). When the search is run, results from the specified resources are returned including the resource pairs at save time. If resources have subsequently been paired to a different resource, then selecting Show Paired Results or Show Unmatched Results will show the new resource pair but with no returned results. If you load a saved search into the Search panel by clicking the Edit saved search button, then the specific resources at the time the search was saved will be loaded. If any resource has subsequently been paired to a different resource then its pair would be correctly resolved when the new search is committed and additional results may be displayed. Saving scenarios When selecting Hide Paired Results, the primary and secondary results will both be saved to the scenario when fallback has occurred; otherwise only the primary result will be saved. When selecting Show Paired/Show Unmatched Results, the selected results will be saved to the scenario, no rules will be applied. If only a secondary result is saved and the scenario is loaded into a system in the Hide Paired Results mode, the result will not be shown. Save Audio In all modes of operation the audio that would be output upon selection and playback is saved to the audio file. For help saving scenarios and audio, see Loading/saving scenarios & saving audio/video. Add to Clipboard When a result is added to the clipboard its pair (if it exists) is always added as well. For help using the clipboard controls, see Clipboard controls. Add to Organizer When selecting Hide Paired Results, the results are added to NICE Inform Organizer applying the same rules as NICE Inform Reconstruction fallback. When selecting Show Paired/Show Unmatched Results, the selected results will be added to NICE Inform Organizer, with no rules applied. For help adding Reconstruction content in to NICE Inform Organizer, see Adding Reconstruction Content to Organizer. Chapter 3: NICE Inform Reconstruction 114

115 Remove from list When selecting Hide Paired Results, the primary and secondary results will both be removed from the Results Table and Timeline display when selecting the Remove from list option from the context menu. When selecting Show Paired/Show Unmatched Results, paired results cannot be removed from the Results Table and Timeline display individually. Annotations When selecting Hide Paired Results, the results are annotated applying the same rules as Reconstruction fallback. When selecting Show Paired/Show Unmatched Results, the selected result will be annotated. If the secondary result of a paired resource is specifically annotated when the primary exists, it will not be shown when in Hide Paired Results mode. For help adding and updating annotations, see Adding and updating annotations. Goto control Click the Goto new position / set start and end markers button control is presented: button and the Goto The following options are provided: Replay position The Replay position enables you to locate a selected recording (or recordings) in accordance to a specific date and time. This feature is useful when the date and time of a recording is known. To configure the replay position: 1 Change the date within the date text (if required) and the time from the time text-box using the associated up/down arrows. 2 Once the time and date has been set, click the Goto button. The replay position will now move to the specified date and time of the selected recording within the Timeline display. The current replay state will remain in the current state i.e. if a recording was playing at 2 x speed with AGC on then when the Goto request is actioned the replay will continue with those settings. The replay position feature ONLY applies to selected recordings within the Timeline display. Chapter 3: NICE Inform Reconstruction 115

116 Start and End Markers This function enables you to add a Start and End marker within your Reconstruction search time frame. The markers are displayed within the Timeline display To set your Start and End markers: 1 Change the date within the date text (if required) and the time from the time text-box using the associated up/down arrows. NOTES: The time and date is already populated in the associated text-boxes for the start and end time of your Reconstruction search. You CANNOT set the Start and End markers outside of this time frame. The End marker CANNOT be set before the Start marker and the Start marker CANNOT be set after the End marker. This is enforced by the Goto control. 2 Click the Set button. The markers are now displayed within the Timeline display. Start and End markers can also be set within the Timeline display. For help setting markers and for further details about markers and their appearance within the Timeline display, see Setting playback markers on recordings. Zoom control Clicking the Zoom button in the Timeline display opens the Zoom control. This control increases or decreases the time, (horizontal) resolution of the Timeline display. Minimum zoom. Either press the down arrow on your keyboard or drag the slider towards the - sign to increase the time span of the Timeline. Minimum zoom time to display is 4 hours. Maximum zoom. Either press the up arrow on your keyboard or drag the slider towards the + sign to decrease the visible detail of the Timeline. Maximum zoom time to display is 5 seconds. With the Zoom control closed shortcut keys apply; click Ctrl + [ to zoom in and Ctrl + ] to zoom out. Chapter 3: NICE Inform Reconstruction 116

117 Clipboard controls The clipboard is used to maintain a collection of recordings which you might wish to retain from your search. The contents of the clipboard are retained until such time as you clear them. The clipboard can be used, say, to compare the contents of the clipboard with the results of the last search/import. Imported items CANNOT be copied to the clipboard. Button Description Add to clipboard - adds the currently selected recording(s) to the clipboard. Empty clipboard - clears the contents of the clipboard. View clipboard - toggles the application between displaying the results of the last search/ import and displaying the content of the clipboard in the Timeline display and Results Table. Setting Loop mode To replay recordings in Loop mode: 1 Select the required recording(s) in the Timeline display. For help selecting recordings, see Selecting a recording. 2 Click the Loop button to start Loop mode. The selected recording(s) continues to replay. When Replay reaches the end of the selection, it loops back to the start of the first item in the selection and repeats the replay to the end of the selection. The looping continues until such time as you exit Loop mode by clicking the Loop Loop replay between Markers To replay recordings in Loop mode between markers: button, or the Stop button. 1 Set the required markers on the selected recording(s) (see Setting playback markers on recordings). 2 Click the Loop button. 3 Start replay by clicking the Play button. You can also select Loop mode while the recording is being replayed by clicking the Loop button. Chapter 3: NICE Inform Reconstruction 117

118 Changing the master volume To change the master playback volume, click and drag the master volume slider: Right to increase the volume. Left to decrease the volume. NOTES: This is a global setting that affects all replayed audio and spoken date and time announcements. Any resources that have their volume individually set will be overridden when changing the master volume. Volume & balance control The volume and balance can be adjusted for each resource. To activate the audio balance controls, click the speaker icon in the resource type section of the Timeline display: The volume and balance controls are then displayed: To mute the recording, check the Mute box. To increase the volume click and drag the slider upwards or press the up arrow on your keyboard; to decrease the volume, drag the slider downwards or press the down arrow on your keyboard. To determine which speaker the recording is played back from, slide the balance control towards the required speaker or press the right-left arrows on your keyboard. Chapter 3: NICE Inform Reconstruction 118

119 Configuring date & time output Date and & time output is NOT available in Sequential playback mode (see Sequential playback). Once sequential mode has been disabled, the date and time output can be enabled by toggling the Date & time output button to On. The Sequential mode option is toggled on/off within the Playback control panel (see Playback control panel). You can configure how the date and time output behaves within the Playback Settings page within the Preferences control (see Setting Reconstruction preferences). The options available to you are Spoken date & time and IRIG B122. Loading/saving scenarios & saving audio/video This section refers to selecting recordings from the Results Table and Timeline display (see Selecting a recording). Click the Load/Save scenario button and the following menu options are presented: Save Scenario Saves each selected recording from within the Timeline display / Results Table. Search results and clipboard items can all be saved in this way. When this option is selected, the Save Scenario dialog is presented enabling you to name the scenario and select the location where it is to be saved: To save a scenario: 1 In the Name text-box, enter a filename for the scenario. 2 Either: Click the Browse button and select a desired location to save the scenario, -or- Leave the default location: My Documents\NICE Inform\My Scenarios Chapter 3: NICE Inform Reconstruction 119

120 3 Click OK. 4 A Wizard Progress dialog is presented providing a summary of the scenario that is being saved. 5 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the save process completes, unless an error has occurred, -or- Load Scenario Once the save process is complete, click the Close button to close the dialog. When this option is selected, the Load Scenario dialog is presented enabling you to select the required saved scenario: When loaded, the scenario is displayed in the Timeline display and Results Table just as it was before it was exported. To load a scenario: 1 Either: Enter the full name the scenario in the Name text-box as long as the scenario is located within the file path displayed. the default path is My Documents\NICE Inform\My Scenarios, -or- Click the Browse button, and browse to the location that the scenario is saved. 2 Click OK. 3 A Wizard Progress dialog is presented providing a summary of the scenario that is being loaded. 4 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the load process completes, unless an error has occurred, -or- Once the load process is complete, click the Close button to close the dialog. Chapter 3: NICE Inform Reconstruction 120

121 Save Audio Saves each selected audio recording from within the Timeline display / Results Table as one file. When this option is selected, the Save As Audio File is presented enabling you to name the file and select the location where it is to be saved: 1 In the Filename text-box, enter a filename for the audio file. 2 At the Audio format section, click the down-arrow and select either: Standard audio (*.wav), -or- Windows Media Audio (*.wma). In order to save audio in Windows Media Format, you must have the Microsoft Windows Media Encoder 9 Series codecs installed. These are available from the Microsoft website. 3 There are two further options available for selection prior to saving your audio: Date & Time - The date and time can be added to the saved file. This option is configurable in the Playback Settings page within the Preferences control (see Setting Reconstruction preferences). Automatic Gain Control (AGC) - improves the clarity of quiet audio. 4 Either: Click the Browse button and select a desired location to save the audio file, -or- Leave the default location: My Documents\NICE Inform\My Audio 5 Click OK. 6 A Wizard Progress dialog is presented providing a summary of the audio that is being saved. 7 Either: Chapter 3: NICE Inform Reconstruction 121

122 Save Video Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the save process completes, unless an error has occurred, -or- Once the save process is complete, click the Close button to close the dialog. All audio recordings selected within the Timeline display \ Results Table will be saved in the chosen location as one single file. This menu option saves each selected video recording from within the Timeline display/results Table. When this option is selected, the Save As Video File dialog is presented enabling you to name the file and select the location where it is to be saved: To save the selected video file(s): 1 In the Base filename text-box, enter a name for the video file. 2 Either: Click the Browse button and select a desired location to save the video file, -or- Leave the default location: My Documents\NICE Inform\My Video 3 At the Video format drop-down list select either: Standard Video (*.avi), -or- NICE Video (*.nvf). NOTES: If video files are saved to disk in a NVF format (NICE Video Format) then they can be played using the external NiceVision application. Saving as a video file can take a significant amount of time depending on length and quality of the video recording. Chapter 3: NICE Inform Reconstruction 122

123 4 Click OK. 5 A Wizard Progress dialog is presented providing a summary of the video that is being saved. 6 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the save process completes, unless an error has occurred, -or- Once the save process is complete, click the Close button to close the dialog. NOTES: All video recordings selected within the Timeline display \ Results Table will be saved in the chosen location. A separate file will be saved for each selected recording. For example if the chosen base filename is called 'test' then each subsequent filename will read test_1, test_2 etc. If multiple segments for the recording exist on the server, then the files saved will have an additional suffix identifying the segment number. Therefore, if the third recording in this example has three segments, the files named test_3_1, test_3_2 and test_3_3 will be generated. Chapter 3: NICE Inform Reconstruction 123

124 Printing recording details To print recording details: 1 Select the recording (or recordings) from either the Timeline display or Results Table (see Selecting a recording) and click the Printing wizard button. The Printing Wizard opens at the Welcome screen. 2 Click Next to continue. 3 Select what you wish to print; either Selected recordings, or All recordings: 4 Click Next to continue and the Select fields screen is presented: Chapter 3: NICE Inform Reconstruction 124

125 5 Select the call fields you wish to print. To add entries to the Selected fields list: a Highlight the required entry in the Available fields list. b Click the Add > button; the entry is moved to the Selected fields list. c Repeat for each entry required. To remove entries from the Selected fields list: a Highlight the required entry in the Selected fields list. b Click the < Remove button; the entry is moved to the Available fields list. c Repeat for each entry required. To move all entries to the Selected fields list, click the Add All >> button. To move all entries from the Selected fields list, click the <<Remove All button. TIP: If you wish to select all but one or two entries, click the Add All >> button to move all entries to the Selected fields list, then remove the items not required. 6 Once in the Selected fields list, the list order controls modify the order that the fields are displayed: Button Description Moves the highlighted field to the start of the list. Moves the highlighted field up one place in the list. Moves the highlighted field down one place in the list. Moves the highlighted field to the end of the list. Chapter 3: NICE Inform Reconstruction 125

126 7 If these fields will be your normal requirements, check the Keep these settings as my Preferences box at the bottom of the panel. Click Next to continue. 8 At the next screen: Select the required Printer from the drop-down list of printers available. Add a suitable Comment (if required). Click the Preview button to view a print preview of the document. Click the Settings button to check or change the printer settings. 9 Click the Print button. 10 On the Wizard Complete screen click Finish to send the print job to the printer. Chapter 3: NICE Inform Reconstruction 126

127 Adding Reconstruction Content to Organizer You can create an incident using recordings from the NICE Inform Reconstruction application or you can add recordings to an existing incident within NICE Inform Organizer. Within NICE Inform Reconstruction, a recording or partial selection of recordings can be selected (see Selecting a recording) in preparation for the recordings to be added to an incident within NICE Inform Organizer. To add selected recordings to NICE Inform Organizer: 1 Click the Add to Organizer button and select the Add to Organizer option from the resultant drop-down menu. The Add to Organizer button is located within NICE Inform Reconstruction. 2 The Add to Organizer Wizard within NICE Inform Organizer automatically starts: 3 The Add to Organizer Wizard branches at this point depending whether you select: Create new incident - recordings are added to a new incident (see Adding Reconstruction Content to a new Incident within the NICE Inform Organizer chapter), -or- Add results to existing incident - recordings are added to an existing incident (see Adding Reconstruction Content to an Existing Incident within the NICE Inform Organizer chapter). Chapter 3: NICE Inform Reconstruction 127

128 Smart Transfer to Organizer The Smart Transfer to Organizer Wizard provides the functionality of transferring recordings to NICE Inform Organizer without having to use NICE Inform Reconstruction to search for the recordings first. The wizard allows you to search for particular resources on a data source over a given time range. All the associated recordings that meet the search criteria are then transferred to a new incident in NICE Inform Organizer which you create using the wizard. NOTES: Retrieving large amounts of data may result in increased loading times in the created incident. You can ONLY transfer audio using the Smart Transfer to Organizer Wizard. To transfer recordings to NICE Inform Organizer: 1 Click the Add to Organizer button and select the Smart Transfer to Organizer option from the drop-down menu. The Smart Transfer to Organizer Wizard opens at the Welcome screen. Click Next to continue. 2 At the Search Definition screen, select the time range and data source for the recordings that you require to transfer into NICE Inform Organizer. The screen is divided in to two sections: Time Frame - defines a time range between any two dates and times. Date entry is assisted by clicking the Calendar button. A calendar control (see Using the calendar control) is presented to aid in choosing a particular date. Chapter 3: NICE Inform Reconstruction 128

129 Data Source - expand the associated tree and select the required data source to search against. If you are searching against a Loggers only data source, select the logger from the Loggers table. 3 Click Next to continue and the Resource Selection screen is presented: 4 Select the required resource(s) using the normal selection methods. To add entries to the Selected resources list: a Highlight the required entry in the Available resources list. b Click the Add > button; the entry is moved to the Selected resources list. c Repeat for each entry required. To remove entries from the Selected resources list: a Highlight the required entry in the Selected resources list. b Click the < Remove button; the entry is moved to the Available resources list. c Repeat for each entry required. To move all entries to the Selected resources list, click the Add All >> button. To move all entries from the Available Selected list, click the << Remove All button. TIP: If you wish to select all but one or two resources, click the Add All >> button to move all resources to the Selected resources list, then remove the resources not required. Chapter 3: NICE Inform Reconstruction 129

130 NOTES: The Quick Search facility enables you to find the required resource(s). Enter the required text in the box and click Go. The search will return all the resources that have that text as part of their name. The search is NOT case-sensitive. Ensure that you clear out the previous search from the Quick Search text-box before performing a new search. 5 Click Next to continue and the Incident Details screen is presented: 6 Enter the following details: Incident name - enter a name for the incident that the recordings will be added to. Incident number - enter a number (optional) for the incident. Description - enter a description (optional) for the incident. These incident details are used to create a new incident for the recordings. Details for an existing incident should NOT be entered. 7 Click Next to continue and the Summary screen is presented: Chapter 3: NICE Inform Reconstruction 130

131 8 Check that the content to be transferred is correct. Also, check that there is enough space on the storage device (displayed by the estimated space required calculation). Once satisfied, click Next. If any of the information within the Summary screen is incorrect, click the Back button to make any changes. 9 A Wizard Progress dialog is presented providing a summary of the incident that is being created for the time frame chosen and including the number of items transferred so far. 10 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the transfer process completes, unless an error has occurred, -or- Once the transfer process is complete, click the Close button to close the dialog. It can take some time to perform the smart transfer depending on the amount of resources and the time frame that you are searching against. 11 At the Wizard Complete screen, you are provided with the details relating to the transfer of recordings to the incident that you have created. 12 Click Finish to close the wizard. NICE Inform Organizer opens at the Incidents pane with the incident you have just created pre-selected within the Incidents list (see Incident list in the NICE Inform Organizer chapter). Chapter 3: NICE Inform Reconstruction 131

132 Setting Reconstruction preferences Click the Reconstruction Preferences button to open the Preferences control for the Reconstruction application. This control consists of the following tabbed pages: General page Results Table page Information balloons page Playback Settings page Printing page Filter page Accessories page Simple search page Views page Resetting preferences If at any stage you wish to reset all the preferences pages back to their default setting: 1 Click the Use Defaults button. 2 Click Yes to the resulting dialog box. All Reconstruction preferences will now be reset to their default settings. Common controls Several of the tabbed pages within the preferences control provide two lists; fields which are available for selection, and fields which you have selected. To add entries to the Selected fields list: 1 Highlight the required entry in the Available fields list. 2 Click the Add > button; the entry is moved to the Selected fields list. 3 Repeat for each entry required. To remove entries from the Selected fields list: 1 Highlight the required entry in the Selected fields list. 2 Click the < Remove button; the entry is moved to the Available fields list. 3 Repeat for each entry required. To move all entries to the Selected fields list, click the Add All >> button. To move all entries from the Selected fields list, click the <<Remove All button. TIP: If you wish to select all but one or two entries, click the Add All >> button to move all entries to the Selected fields list, then remove the items not required. Chapter 3: NICE Inform Reconstruction 132

133 Once in the Selected fields list, the List order controls modify the order that the fields are displayed: Button Description Moves the highlighted field to the start of the list. Moves the highlighted field up one place in the list. Moves the highlighted field down one place in the list. Moves the highlighted field to the end of the list. General page Enables you to select which ANI/ALI records you wish to display/print and the accuracy to which time spans are displayed. ANI/ALI Records If there is more than one ANI/ALI record associated with the recording, then this feature selects which record is displayed in the Results Table, information balloons (as configured within the Information Balloons page), print output and Accessories panel. Select either: First - select this option to display the first ANI/ALI record associated with the recording, -or- Last - select this option to display the last ANI/ALI record associated with the recording. Chapter 3: NICE Inform Reconstruction 133

134 Other Select the accuracy to which times and time spans are displayed - select either: Second - the Results Table displays recordings to the second, -or- Decisecond - the Results Table displays recordings to a 10th of a second, -or- Centisecond - the Results Table displays recordings to a 100th of a second. Close dialog when search is complete - when checked, causes the Search progress dialog to close automatically shortly after the search completes, unless an error has occurred. Otherwise, the dialog remains open until you click its Close button. Results Table page Enables you to select which fields you wish to display as columns in the Results Table and the order they are displayed in (see Results Table). Chapter 3: NICE Inform Reconstruction 134

135 Information Balloons page Enables you to select what fields are displayed within the information balloons. Fields Enables you to select which fields are displayed in the information balloon (displayed when you hover your cursor over a call, event or other recording) and the order they are displayed in. ANI/ALI Fields Enables you to select which ANI/ALI fields are displayed in the information balloon (displayed when you hover your cursor over an ANI/ALI icon) and the order they are displayed in. Only ANI/ALI fields are displayed in this group of controls. When there is no ANI/ALI available in the system, these controls are disabled. Chapter 3: NICE Inform Reconstruction 135

136 Playback Settings page Enables you to set: The fast forward/rewind interval and the playback audio balance. Default video OSD (On Screen Display) settings. Date and time output settings. Audio Enables you to make the required changes for the various speed settings: Fast forward/rewind interval - changes the time skipped forwards/backwards when the Fast forward / Rewind buttons are clicked within the Playback control pane (see Playback control panel). Set the required value by adjusting the slider or typing the value directly into the text-box (default value: 10 seconds). Balance - click and adjust the slider to set the required balance for playback of audio recordings (default value: center). Chapter 3: NICE Inform Reconstruction 136

137 Video Enables you to make the required changes for the video OSD (On Screen Display) settings: The Video section will be collapsed and disabled if you have not added a NiceVision system to NICE Inform (see Adding a NiceVision system within the NICE Inform System Administration chapter). Content analysis To enable/disable the video OSD options in this control, check/un-check the Show on screen display details box accordingly. The control is divided into two sections: The following options are available in this section: Disable - when selected, all content analysis on the video OSD is disabled. Suspicious objects only - when selected, all suspicious objects are displayed on the video OSD. With Suspicious objects only enabled, background, non suspicious objects are NOT displayed on the video OSD. All objects - when selected, all objects are displayed on the video OSD including both background and suspicious objects represented by green and yellow elipses respectively. Available on screen display fields The following options are available in this section: Date - when checked, the date the video was recorded is displayed on the video OSD. Time - when checked, the time the video was recorded is displayed on the video OSD. Channel name - when checked, the name assigned to the channel is displayed on the video OSD. Playback status - when checked, the playback status (Play and Pause) is displayed on the video OSD. Content analysis type - when checked, the content analysis type is displayed on the video OSD. Examples of content analysis type include, Baggage Detection, Line Control, Tailgating, Intrusion Detection, People Count, etc. Content analysis status - when checked, the content analysis status is checked for the content analysis type on the video OSD. Examples of content analysis status include Learning Scene, Analyzing, Not Effective, etc. VMD objects - when checked, any VMD (Video Motion Detection) objects are displayed as rectangles on the video OSD. Authentication errors - when checked, if the recording has been tampered with, authentication errors are displayed on the video OSD. Chapter 3: NICE Inform Reconstruction 137

138 Date & Time Output Enables you to change the required date & time options: Volume - click and adjust the slider to set the required date & time volume level (default value: 50%), or type the required value directly into the edit box. Balance - click and adjust the slider to set the required balance of date & time announcements (default value: center). Select the required time zone for date & time output - either select Local time or Coordinated Universal Time (UTC) for date and time output. Select the required format for date & time output - either select: IRIG B122 - a time synchronization format, once IRIG B122 is selected the Volume is level is set to the maximum setting and the Balance setting is moved to the right-hand channel (by default). The audio will be played through the other channel only. When selected, the four tick-boxes at the bottom of this panel are deselected as they are only relevant to the Spoken date & time option, -or- Spoken date & time - once selected the four tick-boxes at the bottom of this panel can be used to configure how the spoken date & time is added to the playback of recordings. Announce date & time before playback starts - click the check-box if you require an announcement of date and time prior to playback start. Clear the check-box to disable the option. Announce date & time after playback ends - click the check-box if you require an announcement of date and time after playback ends. Clear the check-box to disable the option. Major interval - date & time - click the check-box to enable announcement of date and time, then set the interval at which date & time is announced. Clear the check-box to disable the option. Minor interval - time only - click the check-box to enable announcement of time only, then set the interval at which the time is announced. Clear the check-box to disable the option. Chapter 3: NICE Inform Reconstruction 138

139 Printing page Enables you to select which order the fields are printed in the printed table of recording details when using the Printing Wizard (see Printing recording details). Filter page Enables you to select the fields you wish to use on the Filter panel and the order they are displayed in (see Filtering search results). You can select a maximum of TWO fields. Chapter 3: NICE Inform Reconstruction 139

140 Accessories page Enables you to select which fields you wish to display in the Accessories panel windows when appropriate, and the order they are displayed in (see Accessories panel). Simple Search page Enables you to select the fields you wish to use on the Search panel and the order they are displayed in (see Simple searches). NOTES: You can select a maximum of THREE fields. ANI/ALI fields are not displayed in the Available fields list. Chapter 3: NICE Inform Reconstruction 140

141 Views page Enables you to select the fields on which you wish to base the Timeline views. Once you have chosen the required fields, select it from the View by menu: You can select a maximum of FIVE fields. Chapter 3: NICE Inform Reconstruction 141

142 This page is left intentionally blank for double-sided printing.

143 4 NICE Inform Organizer Contents Welcome Organizer application privileges Navigating NICE Inform Organizer Incidents panel Overview Creating a new incident Adding Reconstruction Content to Organizer Incidents list Deleting an incident Exporting an incident Importing an incident Searching for an existing incident Authenticate an incident Creating an incident snapshot Authenticate files within a Distribution Incident Details panel Overview Incident Details tabs Incident Folders panel Overview Incident Folders button bar Overview Creating a new folder Delete folder Distribution Wizard Starting your distribution Distributing to a folder or removable media Distributing to an address Distributing to a cassette tape Distributing in NICE Inform Media Player format Distribution Summary and File Review Adding Audio Certification Reconstruction Content folder tabs General page History page Content List page Chapter 4: NICE Inform Organizer 143

144 Button bar (Reconstruction Content) Related Material folder tabs General page History page Content List page Button bar (Related Material) Distribution folder tabs General page Content List page Properties page Button bar (distribution folder) Setting access privileges Adding a user to an incident Access Rights Printing incident details Setting Organizer preferences Resetting preferences Common controls History page Printing page Distribution Content page Distribution Profiles page Chapter 4: NICE Inform Organizer 144

145 Welcome The NICE Inform Organizer Application enables you to manage incidents. An incident is a collection of recordings (located using the NICE Inform Reconstruction application) and other files (such as text or spreadsheet). Once all the data has been collected it can be stored, edited and then prepared for distribution. A distribution can be ed, saved to a folder or removable media, to an audio cassette recorder or to a NICE Inform Media Player format. Organizer application privileges To use the Organizer application, you MUST have the required privilege allocated to you (see Application privileges section within the NICE Inform User Administration chapter). If not, the Organizer option will not be displayed in the Application selector bar when you log in. Navigating NICE Inform Organizer The NICE Inform Organizer application consists of two distinct panels which can be maximized and minimized to provide the desired view. To minimize a panel, click the To maximize a panel, click the button associated to the panel that is open. button associated to the panel that is closed. Maximizing the Incidents panel will auto minimize the Incident Details panel to provide as much screen as possible to display the Incidents panel. Similarly, when maximizing the Incident Details panel the Incidents panel is minimized automatically. Chapter 4: NICE Inform Organizer 145

146 Incidents panel Overview The Incidents panel is the first pane of the NICE Inform Organizer Application that is used when the application has just been opened. It is in this pane where the required incident is searched for and opened from. It is also where new incidents are created and deleted. Features within the Incidents panel include: Creating a new incident Adding Reconstruction Content into Organizer Deleting an incident Exporting an incident Importing an incident Searching for an existing incident Authenticate files within a distribution Authenticate an incident Creating an incident snapshot Chapter 4: NICE Inform Organizer 146

147 Creating a new incident Follow these steps when creating a new incident: 1 Within the Incidents panel click on the Create new incident button and the New Incident screen is presented: 2 Enter a Name and/or a Number for the incident. 3 Enter a Description (Optional). Creating a new incident with the same name and number of an existing incident is not permitted. If this is attempted then a disclaimer message is presented. Click the OK button to this message and change either the name or number for the incident to something unique. However, the same name for the incident can exist but only if its number is different. In addition, the same number for the incident can exist but only its name is different. 4 Within the incident retention section, you can set a date before which this incident CANNOT be deleted. To set incident retention: a b Check the Enable incident retention box. Either: Enter an incident retention date in the Available for deletion text-box, -or- Click the Calendar button and select a date using the calendar control (see Using the calendar control within the NICE Inform Reconstruction chapter). Chapter 4: NICE Inform Organizer 147

148 If the Enable incident retention check-box is grayed out, incident retention has been set globally by a system administrator when managing incident storage. Once set globally, this incident CANNOT be deleted before the date displayed within the Available for deletion text-box. You can ONLY set the date after the displayed date and NOT before. If you try and set the date before, a warning icon is displayed. Hover the cursor over the icon to present a tool tip which provides you with information as to the earliest date you can set incident retention. If you ignore the warning and continue you will NOT be able to create this incident until you adjust the minimum retention date. 5 Click the Access privileges button to set access privileges for this incident. You can provide read, modify or full control access for each user who require access to this incident (see Setting access privileges). 6 Once each user has been provided access they are displayed in the Users with access privileges section along with their individual access rights. 7 Once the information has been entered for this new incident, click the OK button. 8 This new incident will now appear in the Incidents list attributed to the user who created it. Adding Reconstruction Content to Organizer You can create an incident using recordings from the NICE Inform Reconstruction application or you can add recordings to an existing incident within NICE Inform Organizer. Within NICE Inform Reconstruction, a recording or partial selection of recordings can be selected (see Selecting a recording) in preparation for the recordings to be added to an incident within NICE Inform Organizer. To add selected recordings to NICE Inform Organizer: 1 Click the Add to Organizer button and select the Add to Organizer option from the resultant drop-down menu. The Add to Organizer button is located within NICE Inform Reconstruction. 2 The Add to Organizer Wizard within NICE Inform Organizer automatically starts: Chapter 4: NICE Inform Organizer 148

149 3 The Add to Organizer Wizard branches at this point depending whether you select: Create new incident - recordings are added to a new incident (see Adding Reconstruction Content to a new Incident within the NICE Inform Organizer chapter), -or- Add results to existing incident - recordings are added to an existing incident (see Adding Reconstruction Content to an Existing Incident within the NICE Inform Organizer chapter). Adding reconstruction Content to an existing incident For help starting the Add to Organizer Wizard, see Adding Reconstruction Content to Organizer section. Follow these steps when adding Reconstruction Content to a new an existing incident: 1 At the Welcome screen, select Add results to existing incident: Chapter 4: NICE Inform Organizer 149

150 2 At the Select a Destination Incident screen, search for the existing incident prior to adding Reconstruction Content to it (see Searching for an existing incident). 3 Once the incident has been located, select it within the Incident list. Chapter 4: NICE Inform Organizer 150

151 Click the Authenticate incident button to authenticate the incident you are adding recordings to (see Authenticating an incident). 4 Click the Next button and the Select or Create an Incident Folder screen is presented: 5 Select either a Reconstruction folder (including sub folders) to send the recordings to. 6 If you require adding the recordings to a new incident folder, select the required folder and click the Create new folder button. For help creating a new folder, see Creating a new folder. 7 Click Next and the Summary screen is presented: Chapter 4: NICE Inform Organizer 151

152 The Summary screen displays the following information: Incident name - the name of the incident. Incident number - the number of the incident. Incident folder - what Reconstruction Content folder the recordings are to be saved in. Number of items to add - the number of recordings that are to be added to the folder. Estimated space required - an estimation of space required for the recordings. Space available - the space available on the storage device. If any of the information within the Summary screen is incorrect, click the Back button to make any changes. 8 Click Add and a Wizard Progress dialog is presented providing a summary of the Reconstruction Content that is being added. 9 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the Reconstruction Content has been added, unless an error has occurred, -or- Once the Reconstruction Content has been added, click the Close button to close the dialog. 10 At the Wizard Complete screen, click Finish to exit the wizard. Chapter 4: NICE Inform Organizer 152

153 Adding Reconstruction Content to a new incident For help starting the Add to Organizer Wizard, see Adding Reconstruction Content to Organizer section. Follow these steps when adding Reconstruction Content to a new incident: 1 At the Welcome screen, select Create new incident: 2 At the Create new incident screen, add the details for the new incident you are creating. Chapter 4: NICE Inform Organizer 153

154 3 Enter a Name and/or a Number for the incident. 4 Enter a Description (Optional). Creating a new incident with the same name and number of an existing incident is not permitted. If this is attempted then a disclaimer message is presented. Click the OK button to this message and change either the name or number for the incident to something unique. However, the same name for the incident can exist but only if its number is different. In addition, the same number for the incident can exist but only its name is different. 5 Within the incident retention section (optional), you can set a date before which this incident CANNOT be deleted. To set incident retention: a b Check the Enable incident retention box. Either: Enter an incident retention date in the Available for deletion text-box, -or- Click the Calendar button and select a date using the calendar control (see Using the calendar control within the NICE Inform Reconstruction chapter). If the Enable incident retention check-box is grayed out, incident retention has been set globally by a system administrator when managing incident storage. Once set globally, this incident CANNOT be deleted before the date displayed within the Available for deletion text-box. You can ONLY set the date after the displayed date and NOT before. If you try and set the date before, a warning icon is displayed. Hover the cursor over the icon to present a tool tip which provides you with information as to the earliest date you can set incident retention. If you ignore the warning and continue you will NOT be able to create this incident until you adjust the minimum retention date. 6 Click Next and the Access Privileges screen is presented: 7 The Access Privileges screen provides you with the functionality to grant users 'customizable' access to the incident you are creating. For help setting access privileges for your incident, see Setting access privileges within the NICE Inform Organizer chapter. Chapter 4: NICE Inform Organizer 154

155 It is not mandatory to set access privileges for your incident. If you do not require setting any privileges, click Next. 8 Once you have set any access privileges for your incident, click Next and the Summary screen is presented: 9 The Summary screen displays the following information: Incident name - the name of the incident. Incident number - the number of the incident. Incident folder - what Reconstruction Content folder the recordings are to be saved in. Number of items to add - the number of recordings that are to be added to the folder. Estimated space required - an estimation of space required for the recordings. Space available - the space available on the storage device. If any of the information within the Summary screen is incorrect, click the Back button to make any changes. 10 Click Add and a Wizard Progress dialog is presented providing a summary of the Reconstruction Content that is being added. 11 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the Reconstruction Content has been added, unless an error has occurred, -or- Once the Reconstruction Content has been added, click the Close button to close the dialog. 12 At the Wizard Complete screen, click Finish to exit the wizard. Chapter 4: NICE Inform Organizer 155

156 Incidents list The Incidents list displays all the incidents that have been generated by a search (see Searching for an existing incident). The following information is displayed within the Incidents list: Each column can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. Incident snapshot - indicates an incident that has been copied and locked to protect all its files (creating a snapshot). This is only applicable when using an EMC Centera device to manage incident storage (see Managing incident storage (overview)). Once the snapshot incident's retention date has expired, the icon changes. This icon signifies that the snapshot incident is not longer locked. To view all incident snapshots, click on the + icon of the parent incident. The incident will expand to show any locked child incidents. For help creating a snapshot incident whereby the incident is copied and locked, see Creating an incident snapshot. Incident name - the name of the incident. Incident number - the number of the incident. Creation date - the date and time the incident was created. Created by - the user who created the incident. Items contained - the total number of files contained within the incident. Description - the description added to the incident when it was created. Retention date - the date before which the incident cannot be deleted. This column is blank if retention has not been set for the incident. Snapshot expiry date - only valid if you have used an EMC Centera device in order to manage your incident storage (see Managing incident storage (overview)) and have taken a snapshot of an incident. This is the date until which the copy remains locked for. Once the required incident has been located in the list it can be opened. To achieve this, double click anywhere within the associated row of the incident. The view within the NICE Inform Organizer Application will now change to display the Incident Folders and Incident Details panels both displaying information pertinent to the incident selected. Chapter 4: NICE Inform Organizer 156

157 Deleting an incident To delete an incident (or incidents): 1 Within the Incidents panel, select the required incident or a group of incidents (using Microsoft Windows standard Shift and Ctrl methods) from the Incidents list and click the Delete button. A disclaimer message is presented confirming the deletion. 2 Click the Yes button and a progress dialog is presented providing a summary of the incident (or incidents) that have been deleted. If any incidents have data retention set then they will NOT be deleted. The progress dialog details any incidents that could not be deleted. 3 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the deletion process completes, unless an error has occurred, -or- Once the deletion process is complete, click the Close button to close the dialog. If all selected incident (or incidents) for deletion have incident retention set or they have been created as a snapshot incident and the retention date has not been reached, you will be presented with a disclaimer message informing you that you will NOT be able to delete these incidents. Exporting an incident Use this feature to export an incident. Once exported, you can import the incident into another NICE Inform system or back into the original system at a later date. This therefore, allows you to store an incident outside of NICE Inform. Data included in an exported incident includes: ANI/ALI Annotations Related Material Audio and video data Notes History To export an incident: 1 In the Incidents panel, select the required incident from the Incidents list and click the Export and Import incident button. 2 Select the Export incident option from the drop-down menu. The Export incident Wizard opens at the Welcome screen. Click Next to continue. 3 At the Select Destination Folder screen: Chapter 4: NICE Inform Organizer 157

158 4 Click the Browse button and either: Leave the default location, The default location for exported incidents is: My Documents\NICE Inform\My Incidents\ -or- Browse to the desired location to export the incident or enter the location using the textbox provided. If the folder you are exporting the incident to does not exist a dialog may be presented asking if you wish to create it. To create the folder, click Yes. 5 Check the Authenticate incident before export box to authenticate the incidents' files and associated database entries. You can also authenticate an incident without having to use this wizard (see Authenticate an incident). 6 Click Next to continue. 7 At the Summary screen, check that the export incident settings are correct. Once satisfied, click Export. If any of the information within the Summary screen is incorrect or there is not available space in the destination folder, click the Back button to make any changes. Chapter 4: NICE Inform Organizer 158

159 8 A Wizard Progress dialog is presented providing a summary of the incident that is being exported. The authentication process will also be invoked if you checked the Authenticate incident before export box within the Select Destination Folder screen. 9 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the export process completes, unless an error has occurred, -or- Once the export process is complete, click the Close button to close the dialog. 10 At the Wizard Complete screen, click the Finish button to exit the wizard. Importing an incident Use the Import and Incident Wizard to import an incident into your NICE Inform system. In order to import an incident it has to have been exported first (see Exporting an incident). To import an incident: 1 In the Incidents panel, click the Export and Import incident button. 2 Select the Import incident option from the drop-down menu. The Import incident Wizard opens at the Welcome screen. Click Next to continue. 3 At the Select an Incident screen: Chapter 4: NICE Inform Organizer 159

160 4 Either: Click the Browse button and browse to the folder location where the incident is stored, -or- Enter the folder location for the incident in the text-box provided. 5 Open the incident folder and select the.incident file. 6 Click the Open button and the Incident file text-box displays the path to the.incident file. 7 Click Next to continue. 8 At the Summary screen, check that the details relating to the incident are correct. Once satisfied, click Import. If any of the information within the Summary screen is incorrect or if there is not enough available space for this incident, click the Back button to make any changes. Chapter 4: NICE Inform Organizer 160

161 9 A Wizard Progress dialog is presented providing a summary of the incident that is being imported. 10 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the import process completes, unless an error has occurred, -or- Once the import process is complete, click the Close button to close the dialog. 11 At the Wizard Complete screen, click the Finish button to exit the wizard. Chapter 4: NICE Inform Organizer 161

162 Searching for an existing incident There are a number of search criteria that can be used to locate an existing incident. To perform a search: Navigate to the Simple Search panel within the Incidents panel: The Simple Search panel is divided into the following sections: Criteria 1 Within the Criteria section, any incident can be found using the following searchable options: Name - if known, enter all or part (using wildcards) of the incident name. Number - if known, enter all or part (using wildcards) of the incident number. Description - if known, enter all or part (using wildcards) of the incident description. Created by - if known, click the down-arrow and select the user from the list. To refresh the Created by list, click the Refresh button. Apart from the Created by: drop-down list, the other searchable fields are text-boxes which require an entry to search against. A combination of more than one field can be used to narrow down the search results where necessary. 2 If there are many users to search against or you would rather search for a particular user that resides within a user group, then: a click the Browse button and the User Selection dialog is presented: b Select the user group from the Groups tree and then select the required user (or users) using standard selection methods. Chapter 4: NICE Inform Organizer 162

163 To add entries to the Selected users list: i Highlight the required user in the Available users list. ii Click the Add > button; the user is moved to the Selected users list. iii Repeat for each user required. To remove users from the Selected users list: i Highlight the required user in the Selected users list. ii Click the < Remove button; the user is moved to the Available users list. iii Repeat for each user required. To move all users to the Selected users list, click the Add All >> button. To move all users to the Available users list, click the << Remove All button. TIP: If you wish to select all but one or two users, click the Add All >> button to move all users to the Selected users list, then remove the users not required. c Click the OK button. Performing wildcard searches If not all the information is known then a wild card search can be performed. A '%' wildcard can be used to denote one or more characters. For example, if the incident name is called 'test incident' by typing 'test%' all incident names beginning with 'test' will be displayed including the incident name in question. A '?' wildcard can be used to replace a single character or characters that are unknown. For example if it is known that an incident number consists of five characters which begins with a 12 and ends with 45 then by entering the search of '12?45' will return all possible results that resolve that missing character. Using multiple '?' wildcards can also be used. For example, entering '1???5' will produce more results than by using a single '?' but useful when more than one character is not known. Using a combination of '%' and '?' wildcards within the same search is also possible to aid in the search for a particular incident. When the application is opened the search criteria within the Incidents panel will display the last search used. To clear any search criteria click the Reset button. Time Frame The following options are available within the Time Frame section: Select either: Show last - defines a range between now and a period in the past. Using the up/down arrows, set the number of units and then click the drop-down arrow and select either Minutes, Hours, Days, Weeks, Months or Years, -or- From - defines a time range between any two dates and times. Date entry is assisted by clicking the Calendar button. A calendar control is presented to aid in choosing a particular date (see Using the calendar control in the NICE Inform Reconstruction chapter). If you do not require to search for an existing incident using the Time Frame section, select the None option. Chapter 4: NICE Inform Organizer 163

164 Running the simple search Once the search criteria have been entered, click the Search button. All results will be displayed in the Incidents list. Click the Reset button to clear the last search criteria. The number of incidents available for searching depends on the level of user access. Low levels of user access will likely return less searchable incidents as a higher level of user access. The level of user access is defined by an NICE Inform Administrator. Authenticate an incident Once an incident has been created you can authenticate its files and associated database entries. To authenticate an incident: 1 In the Incidents panel, select the incident that you require to authenticate from within the Incidents list. 2 Click the Authenticate incident button. 3 A Wizard Progress dialog is presented providing a summary of the incident authentication. 4 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the authentication process completes, unless an error has occurred, -or- Once the authentication process is complete, click the Close button to close the dialog. If there is an error authenticating your incident an audit event is raised. You can view this audit event within the NICE Inform Audit application (see the NICE Inform Audit chapter). In addition, an SNMP trap is raised. Creating an incident snapshot The create snapshot feature creates a copy of an existing incident and then locks it to ensure that an incident with all its contents remains untouched for a chosen period of time. This feature is ONLY available when NICE Inform Organizer is setup with an EMC Centera device for its incident storage (see Managing incident storage (overview)). To create an incident snapshot: 1 In the Incidents panel, select the incident that you require to copy and lock from within the Incidents list (see Incidents list). 2 Click the Create snapshot button and the Create Snapshot dialog is presented: Chapter 4: NICE Inform Organizer 164

165 3 Enter the snapshot expiry date by using the text-box provided. Date entry is assisted by clicking the Calendar button. A calendar control is presented to aid in choosing a particular date (see Using the calendar control in the NICE Inform Reconstruction chapter). 4 Enter the snapshot expiry time (if required) using the text-box provided. Time entry is assisted by either selecting the hours, minutes or AM/PM and then using the up/down arrows. You MUST ensure that you have the incident and date correct before continuing. Once you have created the snapshot on the EMC Centera device it CANNOT be changed. Once the expiry time has elapsed the snapshot can be deleted. 5 Once you have set the snapshot expiry date, click the OK button. A new copy of the incident is now created as a child of the parent incident shown in the Incidents list (see Incidents list). Authenticate files within a Distribution When creating a Sealed distribution using the Distribution Wizard (see the Distribution Wizard section), there is a setting to add an authenticity stamp to all the files that make up that distribution. Once a distribution has an authenticity stamp, the distribution can be checked at a later date to ensure that the files are the same as when they were initially distributed. To check if the distribution is authentic: 1 In the Incidents panel, click the Authenticate distribution button. A dialog is presented for you to browse to location of the Sealed distribution. 2 Ensure that you browse to the correct location. In the event that the location does not contain an authenticated Sealed distribution, a disclaimer message is presented. If the Sealed distribution has been deleted from Organizer then a different disclaimer is presented. In both instances it is not possible to check for authenticity. The default location for saved distributions is: My Documents\NICE Inform\My Distributions\ 3 Browse to the correct location and click OK. All the distributed files will now be checked for their authenticity. There are two potential outcomes: An Authentication Results screen is presented indicating (by the use of a green tick) that the authentication was successful: Chapter 4: NICE Inform Organizer 165

166 An Authentication Results screen is presented indicating (by the use of a red cross) that the authentication failed. The files that failed are highlighted red with an associated red cross: Chapter 4: NICE Inform Organizer 166

167 There are a number of reasons as to why a file (or files) will fail the authenticity check. These are: If a new file has been added to the distribution file location. If a file has been removed from the distribution file location. If the content of a file has changed within the distribution file location. If the size of a file has changed within the distribution file location. If a file has been corrupted within the distribution file location. Incident Details panel Overview What is displayed within the Incident Details panel is directly related to what folder is selected in the tree within the Incident Folders panel. It displays details through a series of tabbed pages depending on what information is required to be viewed. The heading at the top of the Incident Details panel displays the folder name and the folder type (e.g. Reconstruction Content, Draft distribution etc) that has been selected from the Incident Folders tree. Due to the dynamic nature of the inter-relationship between the incident folder that is selected in the Incident Folders panel and what is displayed within the tabbed pages in the Incident Details panel, the contents can change even if the tab name is the same. Therefore, all combinations are covered in the following tabbed list as a central hub for all information relating to the pages within Incident Details panel. No matter what tabbed screen is selected in the Incident Details panel, there is one button available for selection. This is the Organizer Preferences button. Clicking this button opens up a separate Preferences control providing the functionality of customizing certain aspects within the NICE Inform Organizer Application (see Setting Organizer preferences). Chapter 4: NICE Inform Organizer 167

168 Incident Details tabs General page The General page is relevant to all folders in the Incident Folders tree. When the General tab is selected a screen similar to this is presented: Details section The Details section displays the following information: Detail Incident name Incident number Start time End time Description Created by Last accessed by Originating system Description The name of the selected incident or incident folder. The number of the incident. The date and time of the first recording associated to the incident. The end date and time of the last recording associated to the incident. The description of the incident (if the incident is selected in the Incident Folders tree). If any other folder is selected in the tree the heading will change to Folder Description and display any description for the folder itself. The user who created the incident. The date and time when the last user accessed the incident. If the incident was imported from a different NICE Inform system then that system is displayed here. There are two buttons available for selection within the Details section: User access to this incident can be configured by clicking the Access privileges button. For help configuring Access privileges, see Setting access privileges. To edit the details for the incident or incident folder, click the Edit button. For help editing an incident, see Editing an incident. Chapter 4: NICE Inform Organizer 168

169 Notes section Within the Notes section, each row in the list corresponds to a separate note created for the folder selected within the Incident Folders tree. Although it is not mandatory to create a note for an incident, it may be beneficial to provide a brief overview as to the contents of the incident or incident folder for other users who have access to this incident. The Notes list displays all notes that have been created for the selected folder in the Incident Folders tree. However, if the parent folder (the Incident) is selected then all created notes for its children will be displayed in this table. For example, if a new note is created for the Related Material folder the same note is also displayed associated with the incident itself. The information displayed within the Notes list includes: Creation date - The date and time the note was created. Created by - The user who created the note. Note - The first few words of the note itself. To view the entire note and not just the first few words, double click anywhere within the row of the note in the list and the note will be displayed in a separate dialog: Chapter 4: NICE Inform Organizer 169

170 Creating a new Note It is possible to create a note which will correspond to the folder selected within the Incident Folders pane. To create a new note: 1 Click the New note button and the New Note dialog is presented: 2 Enter a note in the text-box and click the OK button. This new note will now be displayed as a new row within the Notes list. Deleting a Note To delete a note: 1 Select it in the Notes list and then click the Delete note button. A confirmation message is presented confirming the deletion. 2 Click the Yes button. The note is now deleted. Multiple notes can be selected by using Microsoft Windows standard Shift and Ctrl methods. Chapter 4: NICE Inform Organizer 170

171 History page The History page displays a historical list relating to the currently selected incident folder in the Incident Folders panel. Each column can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. The columns displayed in the history list depend on what has been selected in the History page within the Preferences section (see Setting Organizer preferences). If the preferences have not been set then the default view is used. The default options include: Column Description An icon displaying either the type of recording or any other file that has been attached to this incident (text files, spreadsheet files etc). Action date Last action Filename Resource Start time Details Name Item reference The date and time when the last action was performed associated to the file or incident folder. The last action associated to the file or incident folder (e.g. added to folder, added user access etc). The name of the Related Material file. The resource the recording was located on. The time the recording started. Any additional information for the file or recording e.g. when moving a file or recording, details are provided as to the folder where that file or recording has come from. The user who performed the last action associated to the file or incident folder. The unique item reference. Click the Refresh button to update the History list with any new actions created by any user associated with the selected incident or incident folder. Chapter 4: NICE Inform Organizer 171

172 Editing an incident The Edit feature performs slightly differently depending on what folder is selected Incident Folders tree. Editing Incident details To edit the incident details: 1 Ensure that the top level parent folder (the incident) is selected in the tree and click the Edit button. The Edit Incident dialog is presented: 2 Edit one or more of the Name, Number or Description text-boxes as required. 3 Within the incident retention section, you can set a date before which this incident CANNOT be deleted. To set incident retention: a b Check the Enable incident retention box. Either: Enter an incident retention date in the Available for deletion text-box. -or- Click the Calendar button and select a date using the calendar control (see Using the calendar control within the NICE Inform Reconstruction chapter). If the Enable incident retention check-box is grayed out, incident retention has been set globally either by a system administrator when managing incident storage or by the user who initially created this incident. Once set, this incident CANNOT be deleted before the date displayed within the Available for deletion text-box. You can ONLY change the date after the displayed date and NOT before. If you try and edit the date before, a warning icon is displayed. Hover the cursor over the icon to present a tool tip which provides you with information as to the earliest date you can change incident retention to. If you ignore the warning and continue you will NOT be able to edit this incident until you adjust the minimum retention date. In order to edit the retention period, you MUST have full control access rights set for this incident. For help changing your access rights, see Setting access privileges. Chapter 4: NICE Inform Organizer 172

173 4 Click the OK button to update the changes to the incident details. NOTES: It is also possible to edit an incident within the Details section of the General page within the Incident Details panel. If either the Name or Number for the incident is edited, then a disclaimer message is presented. Confirm that the Name and/or Number are to be changed by clicking the Yes button. Editing Incident Folder details To edit the incident folder details: 1 Ensure that either a Reconstruction Content or Related Material sub folder or a Draft distribution folder is selected and click the Edit is presented: button. The Edit Incident Folder dialog 2 Edit either the Folder name or Description (or both) as required. 3 Click the OK button to update the changes to the incident folder details. Chapter 4: NICE Inform Organizer 173

174 Incident Folders panel Overview The Incident Folders panel consists of a button bar and a tree with the parent folder being the incident. Its children (sub folders) include all the aspects that make up this particular incident (Reconstruction content etc). The information displayed in the Incident Details panel depends on the folder selected in the Incident Folders panel. Although separate in appearance, the two panes are directly related. The information displayed within the Incident Details panel will dynamically change to display data pertinent to the folder selected within the Incident Folders tree. At the top of the Incident Folders panel there is a button bar (see Incident Folders button bar section). Incident Folders Incident folder Below is a list of all the different types of incident folders and a brief summary of each: The parent folder in the tree, the Incident folder will be whatever incident selected within the Incidents panel. Displayed is the name and number for the incident. Reconstruction Content folder This folder in the tree is concerned with all the Reconstruction Content for the selected incident. This information can be viewed in the Incident Details panel. Reconstruction Content sub folder The benefit of this sub folder (or folders) is to collate any specific Reconstruction data and add it in one location. A good example of why to use a sub folder is if there is a considerable amount of Reconstruction Content in the parent folder and perhaps a breakdown of the data is required (daily, monthly etc). In this instance a new folder can be created to accommodate this information which can then be viewed, edited and distributed in isolation from the parent folder (see Creating a new folder). Reconstruction Content located in sub folders can be viewed within the Incident Details panel. Related Material folder This folder is for any data other than Reconstruction Content. This could include text, spreadsheet files etc which is classed as Related Material. The files residing within the Related Material parent folder can be viewed within the Incident Details panel. Chapter 4: NICE Inform Organizer 174

175 Related Material sub folder The benefit of this sub folder (or folders) is to collate any specific Related Material files (text, spreadsheet files etc) and add it in one location. A good example of why to use a sub folder is when there is a considerable amount of Related Material content in the parent folder. Therefore, perhaps a breakdown of the data is required (maybe as individual file types etc). In this instance a new folder can be created (see Creating a new folder) to accommodate this information which can then be viewed, edited and distributed in isolation from the parent folder within the Incident Details panel. Distribution folder The purpose of the Distribution parent folder is to create new distribution sub folders (initially draft folders). It is these sub folders that are used to distribute data (Sealed distributions). For help creating a new distribution sub folder, see Creating a new folder. Distribution sub folders There are two types of distribution sub folders: Draft distribution Displays all the data (In the Incident Details pane) that is pending distribution. This is for the process of creating a distribution over time whereby files are added when required. Only when all the files have been added to a distribution then it can be sealed following the Distribution Wizard. A draft distribution folder icon looks like this: For help creating a Draft distribution folder, see Creating a new folder. Sealed distribution Displays all the data (In the Incident Details pane) that have been distributed. A Sealed distribution folder icon looks like this: To create a Sealed distribution, see the Distribution wizard section. Chapter 4: NICE Inform Organizer 175

176 Incident Folders button bar Overview The button bar within the Incident Folders panel provides specific functions relating to what folder is selected in the Incident Folders tree. Specific terminology is used when navigating the Incident Folders tree. For help with this terminology, see Tree structure terminology in the NICE Inform System Administration chapter. The table below briefly describes the functionality of each button within the button bar and what node (folder in the tree) it is related to: Button Description Related to New folder Delete Distribute Clicking this button creates a sub folder to save data to relating to the parent incident. Clicking this button deletes the selected folder but only when the contents of the folder have been deleted first. Clicking this button starts the Distribution Wizard which distributes all the files (audio, documents etc) related to the folder selected. Reconstruction Content and its sub folders Related Material and its sub folders Distribution folder Reconstruction Content sub folders Related Material sub folders Draft and Sealed Distribution folders Parent (Incident folder) Reconstruction Content and its sub folders Related Material and its sub folders Draft Distribution folders Creating a new folder It is possible to create new Reconstruction Content, Related Material and Draft distribution folders. This process is identical between all three. When creating a Distribution folder it is in effect a 'Draft' folder whereby files can be added to it on an on going basis before the distribution is 'Sealed' using the Distribution Wizard (see the Distribution Wizard section). To create a new folder: 1 Within the Incident Folders tree, select the required incident folder where the new folder is to be located and click the New folder button. The Create New Folder dialog is presented: Chapter 4: NICE Inform Organizer 176

177 1 A new folder is automatically created and pre-selected. Overwrite the text with the required name for the new folder. 2 Enter a description for the new folder in the Description text-box. 3 Click OK to add the new folder and it will appear in the Incident Folders tree. Creating multiple folders Within the Create New Folder dialog, further folders can be created. To create multiple folders: 1 Select the required incident folder where the new folder is to be located and click the New folder button. 2 Enter a name for the folder in the text-box provided. 3 Enter a description for the new folder in the Description text-box. 4 Repeat steps 1-3 to add further folders. 5 Click OK to add the new folders and they will appear in the Incident Folders tree. Deleting a folder Within the Create New Folder dialog, you can also delete the newly created folder before you click OK and commit the change to the Incident Folders tree. To delete a folder: 1 Select the folder required for deletion. 2 Click the Delete button. The folder will be deleted from the tree. Chapter 4: NICE Inform Organizer 177

178 Delete folder The function of the Delete To delete a folder within the tree: button is to delete sub folders within the Incident Folders tree. 1 Ensure that a sub folder of the Reconstruction Content, Related Material or Distribution folder (Draft or Sealed) is selected and click the Delete presented confirming the deletion. 2 Click the Yes button. The folder is now removed from the Incident Folders tree. button. A disclaimer message is Apart from Sealed distribution folders, the contents of the sub folder has to be deleted first before the folder itself can be deleted. In this instance a disclaimer message will be presented informing you that the folder is not empty. Remove the contents and then delete the folder. Distribution Wizard Before following the Distribution Wizard there are some important things to note. The data to be distributed depends on what folder is selected within the Incident Folders tree. If the parent incident is selected then all Reconstruction Content and Related Material will be distributed when the wizard has been completed. If a Draft distribution folder is selected, then it will change to a Sealed distribution when it has been distributed. Selecting the main Reconstruction Content folder (or a related sub folder) and following the wizard will distribute all the content within that selected folder. This process is the same when either selecting the Related Material folder or any of its related sub folders. If there is no content (files) in any Related Material or Reconstruction Content folders, a disclaimer message is presented when the Distribute button is clicked. You cannot create a distribution without any files associated to the folder/incident. Files have to be added first. Distributing video can take a significant amount of time depending on length, quality and quantity of the video recordings. TIPS: Click the Back button at any stage during the Distribution Wizard (apart from the initial screen) to return to the previous screen. Click the Cancel button at any stage during the Distribution Wizard to cancel the distribution. The wizard will close. It is possible to distribute files to an address, cassette tape or directly to a folder or removable media. In addition, you can distribute your files in a NICE Media player format. This enables users that have the NICE Inform Media Player to view all the files in the distribution. Chapter 4: NICE Inform Organizer 178

179 Starting your distribution Once you have selected the correct incident folder that you require to distribute, click the Distribute button to start the Distribution Wizard. Depending on what you select, from this point onwards the Distribution Wizard splits into two different ways: In a NICE Inform Media Player format (see Distributing to NICE Inform Media Player format). In a Web Page format: A folder or removable media (see Distributing to folder or removable media). An address (see Distributing to an address). A tape cassette (see Distributing to a Cassette Tape). Distributing to a folder or removable media For help with the initial steps creating your distribution, see Distribution Wizard. To distribute an incident or incident folder to a folder or removable media: 1 At the Select Distribution Folder and Description screen: 2 Enter a name for the distribution folder and a description (if required). It is also possible to create a new distribution folder within the Incident Folders tree for this distribution to be saved to. This process is identical to creating a new folder (see Creating a new folder). 3 The Profile section consists of a drop-down list where the required profile name can be selected. A new profile can be created within the Distribution Profiles page within the Preferences section (see Setting Organizer preferences). Chapter 4: NICE Inform Organizer 179

180 The benefit of creating a new profile is that the distribution settings can be customized. Therefore, every time a particular profile is selected, the same settings will appear by default to save time re-configuring them. 4 At the Distribution type section, select Web Page from the drop-down list. 5 Click Next to continue and the Distribution Settings screen is presented: 6 There are a number of options that can be selected to appear in the distribution that is being created. Similarly these options can be deselected when not required. Check the associated box to select the setting and un-check the box to deselect it. The list below identifies each setting and provides a corresponding description: Setting Include spoken data and time Include IRIG date and time Description This includes date and time output at a configurable point within a recording. This is customizable within the Playback Settings page within the embedded Reconstruction Preferences control in Organizer. To open the Preferences control within Organizer, click the Preferences button in the Playback control within the Content List page (in the Incident Details pane). Change the balance to Left, Center or Right. The output will reflect what is selected here. A time synchronization format that either selects whether the output will be on the Left or Right channel. Add audio certification Allows an authorized user to add certification audio to the distributed audio files. When this option is selected, a further screen (Add Audio Certification) is presented in the Distribution Wizard to add audio to the start and end of audio files. For help regarding the functionality of adding audio certification, see Adding audio certification. Chapter 4: NICE Inform Organizer 180

181 Automatic gain control Include communication properties as XML Add authenticity stamp Audio only Improves the clarity of quiet audio. Enabling this setting provides an XML file regarding all the settings associated to this distribution. Enabling this option certifies that files within a distribution are identical to files that were originally produced by the Distribution Wizard. To certify that files are the original files, click the Authenticate distribution button in the Incidents pane. For help checking that a distribution is authentic, see Authenticate files within a Distribution. Only distributes audio Reconstruction Content and NOT Related Material. 7 Once you have configured the distribution settings, click the Next button. The Distribution Action and Format screen is presented: 8 Select the Send to folder or removable media option from the Action drop-down list. 9 In the Location section, click the Browse button and select the desired location to save the contents of the distribution. It is from this location that the distribution files will be saved. The file location will be displayed within the Location text-box with the Folder Name to act as a reminder of the name of the incident and the name of the distribution itself. NOTES: The Distribution Folder name can only be a maximum of 50 characters. By default the location is C:\My Documents\NICE Inform\My Distributions\ This location appears the first time you perform a distribution. If you change the location, then next time you perform a distribution it will point (by default) to the new location. Chapter 4: NICE Inform Organizer 181

182 If you have a CD burner, then you can automatically burn the distribution to disk. To perform this function, change the location by clicking the Browse button. Browse to the location of your CD drive and click OK. Notice that the location will change to: C:\Documents and Settings\<local user>\local Settings\Application Data\Microsoft\CD Burning This is the temporary location that the distribution is sent to ready for burning to disk. Once the Distribution Wizard has been completed, the Microsoft CD burning wizard is starts to burn the distribution files to disk. 10 The Audio File Format section consists of two drop-down lists. The first drop-down list enables you to select the file type that all audio is distributed. 11 Select either: Standard Audio (*.wav), -or- Windows Media Audio (*.wma). 12 Select how you require the audio format to be distributed from the second drop-down list: Audio file format Separate audio files Separate audio file per channel Single audio file - Sequential Single audio file - Mixed Single audio file - Full incident mixed Description A separate audio file will be created for each recording. For each channel, a single audio file will be created whose length is the full extent of the incident and whose contents include all audio selected for distribution on that channel. All audio selected will be played sequentially (on after the other) into a single audio file. All the audio selected will be mixed together into a single audio file whose length is determined from the start of the first selection to the end of the last selection. All the audio selected will be mixed together into a single audio file whose length encompasses the entire incident. In order to distribute audio in Windows Media Format, you must have the Microsoft Windows Media Encoder 9 Series codecs installed. These are available from the Microsoft website. 13 The Video File Format section enables you to select the file type that all video is distributed. 14 Select either: Standard Video (*.avi), -or- NICE Video (*.nvf). Once selected NICE Video (*.nvf), all video will be distributed in this file format and can ONLY be viewed using the NiceVision Player application. 15 Click Next and the Distribution Summary and File Review screen is presented. For help regarding the information displayed in the Distribution Summary and File Review screen, (see Distribution Summary and File Review). 16 When you have checked all the information within the Distribution Summary and File Review screen, click the Seal and Distribute button to finalize the distribution. Chapter 4: NICE Inform Organizer 182

183 17 A Wizard Progress dialog is presented providing a summary of the distribution progress. 18 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the distribution process completes, unless an error has occurred, -or- Once the distribution process is complete, click the Close button to close the dialog. 19 All recordings and related material files are then downloaded and distributed to the chosen folder or removable media location. This new Sealed distribution will now appear in the Incident Folders tree. When the distribution has been completed successfully, an HTM page is added into the saved distribution folder. This page displays all the parameters associated with the created distribution. Distributing to an address For help with the initial steps creating your distribution, see Distribution Wizard. To distribute an incident or incident folder to an address or multiple addresses: 1 At the Select Distribution Folder and Description screen: 2 Enter a name for the distribution folder and a description (if required). It is also possible to create a new distribution folder within the Incident Folders tree for this distribution to be saved to. This process is identical to creating a new folder (see Creating a new folder). 3 The Profile section consists of a drop-down list where the required profile name can be selected. A new profile can be created within the Distribution Profiles page within the Preferences section (see Setting Organizer preferences). Chapter 4: NICE Inform Organizer 183

184 The benefit of creating a new profile is that the distribution settings can be customized. Therefore, every time a particular profile is selected, the same settings will appear by default to save time re-configuring them. 4 At the Distribution type section, select Web Page from the drop-down list. 5 Click Next to continue and the Distribution Settings screen is presented: 6 There are a number of options that can be selected to appear in the distribution that is being created. Similarly these options can be deselected when not required. Check the associated box to select the setting and un-check the box to deselect it. The list below identifies each setting and provides a corresponding description: Setting Include spoken data and time Include IRIG date and time Description This includes date and time output at a configurable point within a recording. This is customizable within the Playback Settings page within the embedded Reconstruction Preferences control in Organizer. To open the Preferences control within Organizer, click the Preferences button in the Playback control within the Content List page (in the Incident Details pane). Change the balance to Left, Center or Right. The output will reflect what is selected here. A time synchronization format that either selects whether the output will be on the Left or Right channel. Add audio certification Allows an authorized user to add certification audio to the distributed audio files. When this option is selected, a further screen (Add Audio Certification) is presented in the Distribution Wizard to add audio to the start and end of audio files. For help regarding the functionality of adding audio certification, see Adding audio certification. Chapter 4: NICE Inform Organizer 184

185 Automatic gain control Include communication properties as XML Add authenticity stamp Audio only Improves the clarity of quiet audio. Enabling this setting provides an XML file regarding all the settings associated to this distribution. Enabling this option certifies that files within a distribution are identical to files that were originally produced by the Distribution Wizard. To certify that files are the original files, click the Authenticate distribution button in the Incidents pane. For help checking that a distribution is authentic, see Authenticate files within a Distribution. Only distributes audio Reconstruction Content and NOT Related Material. 7 Once you have configured the distribution settings, click the Next button. The Distribution Action and Format screen is presented: 8 Select the option from the Action drop-down list. By selecting this option renders the Location text-box redundant as there is no need to save this distribution to a folder as it is going to be mailed to a recipient or recipients. Therefore, this section of the Distribution Action and Format screen is disabled. 9 The Audio File Format section consists of two drop-down lists. The first drop-down list enables you to select the file type that all audio is distributed. 10 Select either: Standard Audio (*.wav), -or- Chapter 4: NICE Inform Organizer 185

186 Windows Media Audio (*.wma). 11 Select how you require the audio format to be distributed from the second drop-down list: Audio file format Separate audio files Separate audio file per channel Single audio file - Sequential Single audio file - Mixed Single audio file - Full incident mixed Description A separate audio file will be created for each recording. For each channel, a single audio file will be created whose length is the full extent of the incident and whose contents include all audio selected for distribution on that channel. All audio selected will be played sequentially (on after the other) into a single audio file. All the audio selected will be mixed together into a single audio file whose length is determined from the start of the first selection to the end of the last selection. All the audio selected will be mixed together into a single audio file whose length encompasses the entire incident. In order to distribute audio in Windows Media Format, you must have the Microsoft Windows Media Encoder 9 Series codecs installed. These are available from the Microsoft website. 12 The Video File Format section enables you to select the file type that all video is distributed. 13 Select either: Standard Video (*.avi), -or- NICE Video (*.nvf). Once selected NICE Video (*.nvf), all video will be distributed in this file format and can ONLY be viewed using the NiceVision Player application. 14 Click Next and the Distribution Summary and File Review screen is presented. For help regarding the information displayed in the Distribution Summary and File Review screen, (see Distribution Summary and File Review). 15 When you have checked all the information within the Distribution Summary and File Review screen, click the Seal and Distribute button to finalize the distribution. 16 A Wizard Progress dialog is presented providing a summary of the distribution progress. 17 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the distribution process completes, unless an error has occurred, -or- Once the distribution process is complete, click the Close button to close the dialog. All the recordings and related material files are zipped into a single archive and the default mail client will load a new pane with the attached compressed file ready to be sent to a recipient or recipients. Chapter 4: NICE Inform Organizer 186

187 Any client (e.g. Microsoft Outlook) that supports MAPI (Mail API) will work with the distribution wizard. When the is sent, this new distribution will appear in the Incident Folders tree. When an client does not support MAPI, then in order to send the audio and other related files via , change the Action option in the Distribution Wizard to Send to folder or removable media. Then change the location to save the files to on your workstation. When using the client, attach the files that have been saved in this location and send the . Distributing to a cassette tape For help with the initial steps creating your distribution, see Distribution Wizard. To distribute an incident or incident folder to a cassette tape: 1 At the Select Distribution Folder and Description screen: 2 Enter a name for the distribution folder and a description (if required). It is also possible to create a new distribution folder within the Incident Folders tree for this distribution to be saved to. This process is identical to creating a new folder (see Creating a new folder). 3 The Profile section consists of a drop-down list where the required profile name can be selected. A new profile can be created within the Distribution Profiles page within the Preferences section (see Setting Organizer preferences). The benefit of creating a new profile is that the distribution settings can be customized. Therefore, every time a particular profile is selected, the same settings will appear by default to save time re-configuring them. 4 At the Distribution type section, select Web Page from the drop-down list. 5 Click Next to continue and the Distribution Settings screen is presented: Chapter 4: NICE Inform Organizer 187

188 6 There are a number of options that can be selected to appear in the distribution that is being created. Similarly these options can be deselected when not required. Check the associated box to select the setting and un-check the box to deselect it. The list below identifies each setting and provides a corresponding description: Setting Include spoken data and time Include IRIG date and time Description This includes date and time output at a configurable point within a recording. This is customizable within the Playback Settings page within the embedded Reconstruction Preferences control in Organizer. To open the Preferences control within Organizer, click the Preferences button in the Playback control within the Content List page (in the Incident Details pane). Change the balance to Left, Center or Right. The output will reflect what is selected here. A time synchronization format that either selects whether the output will be on the Left or Right channel. Add audio certification Automatic gain control Include communication properties as XML Allows an authorized user to add certification audio to the distributed audio files. When this option is selected, a further screen (Add Audio Certification) is presented in the Distribution Wizard to add audio to the start and end of audio files. For help regarding the functionality of adding audio certification, see Adding audio certification. Improves the clarity of quiet audio. Enabling this setting provides an XML file regarding all the settings associated to this distribution. Chapter 4: NICE Inform Organizer 188

189 Add authenticity stamp Audio only Enabling this option certifies that files within a distribution are identical to files that were originally produced by the Distribution Wizard. To certify that files are the original files, click the Authenticate distribution button in the Incidents pane. For help checking that a distribution is authentic, see Authenticate files within a Distribution. Only distributes audio Reconstruction Content and NOT Related Material. 7 Once you have configured the distribution settings, click the Next button. The Distribution Action and Format screen is presented: 8 Select the Tape to cassette option from the Action drop-down list. By selecting this option renders the File Location box redundant as there is no need to save this distribution to a folder as it is going to be recorded to tape. Therefore, this section of the Distribution Action and Format screen is disabled. 9 At the Audio File Format section, the first drop-down box is grayed out and Standard Audio (*.wav) is selected. At the second drop-down box, select how you require the audio format to be distributed from the drop-down list: Audio file format Single audio file - Sequential Single audio file - Mixed Single audio file - Full incident mixed Description All audio selected will be played sequentially (on after the other) into a single audio file. All the audio selected will be mixed together into a single audio file whose length is determined from the start of the first selection to the end of the last selection. All the audio selected will be mixed together into a single audio file whose length encompasses the entire incident. Chapter 4: NICE Inform Organizer 189

190 NOTES: The Separate audio files or Separate audio files per channel formats are NOT supported when distributing to tape. Distributing video to tape is NOT supported and therefore the Video File Format section is grayed out. If there are no audio files related to this distribution, then a message is presented informing you of this. This message will only appear when the Related Material folder or any of its sub folders are selected within the Incidents Folders tree. Click OK to continue and ensure that you have selected an incident folder that has associated audio files. 10 Click Next and the Distribution Summary and File Review screen is presented. For help regarding the information displayed in the Distribution Summary and File Review screen, (see Distribution Summary and File Review). 11 When you have checked all the information within the Distribution Summary and File Review screen, click the Seal and Distribute button. 12 You will be presented with a dialog informing you to ensure that you prepare your cassette tape. The tape cassette recorder has to be connected to the line output connector on your workstation. 13 Click the OK button and the audio files will be played and recorded on to the cassette tape The tape cassette recorder has to be connected to the line output connector on the workstation. Once connected begin the recording and click the OK button and the audio files will be played and recorded on the cassette tape. 14 A Wizard Progress dialog is presented providing a summary of the distribution progress. 15 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the distribution process completes, unless an error has occurred, -or- Once the distribution process is complete, click the Close button to close the dialog. This new Sealed distribution will now appear in the Incidents Folders tree. Chapter 4: NICE Inform Organizer 190

191 Distributing in NICE Inform Media Player format For help with the initial steps creating your distribution, see Distribution Wizard. To distribute an incident or incident folder in NICE Media Player format: NICE Inform Media Player distributions are supported up to a size of 3.5 gigabytes. 1 At the Select Distribution Folder and Description screen: 2 Enter a name for the distribution folder and a description (if required). It is also possible to create a new distribution folder within the Incident Folders tree for this distribution to be saved to. This process is identical to creating a new folder (see Creating a new folder). 3 The Profile section consists of a drop-down list where the required profile name can be selected. A new profile can be created within the Distribution Profiles page within the Preferences section (see Setting Organizer preferences). The benefit of creating a new profile is that the distribution settings can be customized. Therefore, every time a particular profile is selected, the same settings will appear by default to save time re-configuring them. 4 At the Distribution type section, select NICE Inform Media Player from the drop-down list. 5 Click Next to continue and the Media Player Distribution Settings screen is presented: Chapter 4: NICE Inform Organizer 191

192 6 In the Location section, click the Browse button and select the desired location to save the contents of the distribution. It is from this location that the distribution files will be saved. The file location will be displayed within the Location text-box with the Folder Name to act as a reminder of the name of the incident and the name of the distribution itself. By default the location is C:\My Documents\NICE Inform\My Distributions\ This location appears the first time you perform a distribution. If you change the location, then next time you perform a distribution it will point (by default) to the new location. 7 At the Distribution settings section: a b NOTES: Check the Secure distribution with password box if you require entering a password for the distribution. Enter a password and confirm it using the text-boxes provided. If you set a password you will have to enter it to extract the zipped file in order to open the distribution in the NICE Inform Media Player application. To create a distribution without a password you need the Allow Media Player distribution without password privilege assigned to you by a NICE Inform Administrator. c d Check the Include annotations box if you require all annotations to be included in the distribution Check the Include NICE Inform Media Player box if you require a copy of the NICE Inform Media Player application to be included in the distribution. 8 Click Next and the Distribution Summary and File Review screen is presented. For help regarding the information displayed in the Distribution Summary and File Review screen, (see Distribution Summary and File Review). 9 When you have checked all the information within the Distribution Summary and File Review screen, click the Seal and Distribute button to finalize the distribution. Chapter 4: NICE Inform Organizer 192

193 10 A Wizard Progress dialog is presented providing a summary of the distribution progress. 11 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the distribution process completes, unless an error has occurred, -or- Once the distribution process is complete, click the Close button to close the dialog. 12 All recordings and related material files are then downloaded and distributed to the chosen folder. This new Sealed distribution will now appear in the Incident Folders tree. Distribution Summary and File Review The Distribution Summary and File Review screen provides a read only view of all the settings and parameters that have been configured when following the Distribution Wizard (see Distribution Wizard). When distributing in NICE Inform Media Player format, the ONLY sections displayed within the Distribution Summary and File Review screen are Distribution Folder and Item List. Each section can be expanded clicking the button and collapsed clicking the button. The sections are: Chapter 4: NICE Inform Organizer 193

194 Distribution Folder Settings The Distribution Folder section displays the Name and Description that has been created for the distribution. Also displayed is the space required and space available on the storage device. The space available calculation is ONLY applicable when distributing to a folder or removable media. Action The Settings section displays all the settings that have been enabled for this particular distribution and the distribution Profile that was selected. The Action section displays the action type that was selected for the distribution i.e. either to a folder or removable media, address or tape cassette. In addition, it displays the location where the distribution will be sent to (only relevant when distributing to a folder or removable media). Audio File Format The Audio File Format section displays how the audio is saved for the distribution (as separate audio files etc) and the file type (standard audio format (*.wav)) or Windows Media Audio (*.wma)). Chapter 4: NICE Inform Organizer 194

195 Video File Format Items The Video File Format section displays what format the video is saved for the distribution (standard video (*.avi) or NICE video (*.nvf)). The column heading information displayed in this list is configurable and can be changed within the Distribution Content page within the Preferences control (see Setting Organizer preferences). By default the list displays the following information: Column Description An icon displaying the type file that has been attached to this incident folder (text files, spreadsheet files etc). Start time Resource Duration Creation date Created by Description Ref number Filename The start time of the recording (Reconstruction Content). The resource that the recording originated form (Reconstruction Content). The duration of the recording (Reconstruction Content). The date and time the file was distributed. The user who distributed the file. A brief description for the file. This can only be configured when the file was initially uploaded to the incident folder (Related Material). The unique location as to where this file resides in the relevant database. The name of the file (Related Material). Click the Review File button and all the files will be temporarily distributed for review. A separate window opens providing summary information as to how the distribution will perform to act as a final check before the files are actually distributed. It also displays any errors of files that will not be able to be distributed within the Warnings & Errors section. A HTM page is added into the test distribution folder. This page displays all the parameters associated with the temporary distribution. Chapter 4: NICE Inform Organizer 195

196 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the distribution review process completes, unless an error has occurred, -or- Once the distribution process is complete, click the Close button to close the dialog. Closing this window will remove this distribution from the Windows temporary folder. The Review File button is ONLY relevant when distributing to a folder or removable media. Click the Seal and Distribute button to finalize the distribution process. What is experienced differs at this stage depending on the Action type that has been set for the distribution. Adding Audio Certification Adding audio certification is an additional step within the Distribution Wizard. Certification audio can be recorded for: The start (common preceding statement) of each distributed audio file. The end (common concluding statement) of each distributed audio file. Both the start (common preceding statement) and end (common concluding statement) of each distributed audio file. The start (preceding statement) of each recording within a distributed audio file. To add audio certification: 1 Within the Distribution Wizard, ensure that the Add audio certification option is enabled on the Distribution Settings screen. 2 The Audio Certification screen is presented after the Distribution Action and Format screen: Chapter 4: NICE Inform Organizer 196

197 3 The Audio Certification screen is sub divided into two sections: Preceding statement - check the Include preceding statement box and use the Record control to record your common preceding statement for each distributed audio file. Concluding statement - check the Include concluding statement box and use the Record control to record your common concluding statement for each distributed audio file. There are a number of buttons available within the Record control to assist you to record a common preceding or common concluding statement for each distributed audio file: Button Description Record - click to record a statement. The time counter will increase accordingly. Re-clicking the Record button will overwrite any previous recordings associated to the selected statement. Stop - click to stop recording the statement. The time counter will reset. Play - click to playback the recorded statement. The time counter will increase accordingly. Chapter 4: NICE Inform Organizer 197

198 Volume - move the slider bar to the right to increase the playback volume level and to the left to reduce the playback volume level. Clear - click to discard any recorded statement and to uncheck the Include preceding or concluding statement box. You MUST either record a statement or un-check the box for preceding and concluding statements before you can continue. 4 Once you have recorded the required statements, click Next and the Add Audio Certification screen is presented: 5 The Add Audio Certification screen is divided into three sections: Audio Items list - all audio recordings ready for distribution are displayed in this Audio Items list (see Audio Items list). Record control - use the Record control to add an individual preceding statement for each recording. Playback control - use the Playback control to review any audio recording within a distribution. These sections are detailed below: Chapter 4: NICE Inform Organizer 198

199 Audio Items list The Audio Items list displays all audio recordings ready to be distributed. To be able to add an individual preceding statement or to review audio, you first need to select the required recording from within the Audio Items list. NOTES: Each column can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. The columns displayed can vary depending on what Audio File Format option is set within the Distribution Action and Format screen. The column heading information displayed in this list is configurable and can be changed within the Distribution Content page in the Preferences control (see Setting Organizer preferences). By default the list displays the following information: Column Description Information column header. If an individual preceding statement has been recorded, a green tick is displayed. An icon displaying the type of recording (radio, telephone etc). Start time Resource Duration Creation date Created by Item reference The start time of the recording. The resource that the recording originated from. The duration of the recording. The date and time when the file was added to the incident folder. The user who added the file to the incident folder. The unique location as to where this file resides in the relevant database. Record control There are a number of buttons available within the Record control when recording an individual preceding statement for each recording: Button Description Record - click to record an individual preceding statement. The time counter will increase accordingly. Chapter 4: NICE Inform Organizer 199

200 Playback control NOTES: Before recording an individual preceding statement, you first MUST select the required recording from within the Audio Items list. Re-clicking the Record button will overwrite the previous statement associated to the selected audio recording. Stop - click to stop recording the individual preceding statement associated to the selected recording in the Audio Items list. The time counter will reset. Play - click to playback the recorded individual preceding statement associated to the selected recording in the Audio Items list. The time counter will increase accordingly. Volume - move the slider bar to the right to increase the playback volume level and to the left to reduce the playback volume level. Clear - click to discard any recorded individual preceding statement associated to the selected recording in the Audio Items list. A mini playback control is provided for you to review any audio recording associated to the distribution: This is a simplified version of the Playback control that is provided within the NICE Inform Reconstruction application (see Playback control panel in the NICE Inform Reconstruction chapter). To replay an audio recording either: Select the recording from within the Audio Items list and click the Play button, -or- Double lick the recording from within the Audio Items list. Audio File Format differences There are subtle differences when adding preceding and concluding statement to audio files and their audio recordings. This is dependant on what Audio File Format option is set within the Distribution Action and Format screen. These differences are: An accompanying graphical example is provided to illustrate each audio file format scenario. If the Audio File Format option is set to Separate audio files then each audio file is distributed with a common preceding and common concluding statement (if recorded) and each audio recording will be distributed with an individual preceding statement (if recorded). Chapter 4: NICE Inform Organizer 200

201 If the Audio File Format option is set to Single audio file - Sequential then only one audio file is distributed and therefore only one common preceding and common concluding statement will be distributed for the audio file (if recorded). Each audio recording (or section) within the one audio file will have an individual preceding statement (if recorded). If the Audio File Format option is set to Single audio file - Mixed then there will be a common preceding statement at the beginning of the audio file and a common concluding statement at the end when distributed (if recorded). You CANNOT add an individual preceding statement for an audio recording. If the Audio File Format option is set to Single audio file - Full incident mixed then the same rules apply as with Single audio file - Mixed only that this may be a longer audio file as its length encompasses the entire incident including silence. You CANNOT add an individual preceding statement for an the audio recording. If the Audio File Format option is set to Separate audio file per channel then each audio file is distributed with a common preceding and common concluding statement (if recorded) and each audio recording per channel will be distributed with an individual preceding statement (if recorded). Removing a preceding statement To remove an individual preceding statement: 1 Select the audio recording from within the Audio Items list. 2 Click the Clear button from within the Record control. 3 The green tick is now removed from the Information column to indicate that the statement has been removed. Adding audio statements according to start times Chapter 4: NICE Inform Organizer 201

202 Any recordings grouped together are ordered by start time. For example, if there are multiple channels associated to the distribution, sorting the Channels column sorts all the recordings by start time as well as by the channel (when referring to the Start time column). These columns can be added into the Audio Items list by configuring the Distribution Content page in the Preferences control (see Setting Organizer preferences). Using the example above (of two channels Metro south (A) and Narcotics (B) in the Timeline display), by sorting the Channel column in the Audio Items list, all of the recordings within channel A are listed in time order and then all the recordings within channel B are listed again in time order. This provides a clear time division between the recordings of the different channels in the Audio Items list. The advantage of being able to sort the recordings in this manner makes it easier for you to record a preceding statement at the first recording (1) through to (6) on the first channel and then repeat the process for subsequent channels. Once all the necessary statements have been recorded for the audio files (or files) for this distribution, click the Next button and the Distribution Summary and File Review screen is presented (see Distribution Summary and file review). 6 Once you have finished recording your individual preceding statements and reviewed the necessary audio recordings within the Add Audio Certification page, click Next to continue the distribution of your incident. If you have selected either the audio file format to Single audio file - Mixed or Single audio file - Full incident mixed from within the Distribution Action and Format page, you CANNOT record a individual preceding statement for any of the audio recordings that make up the audio file. In this event, when you click Next, you will be presented with a disclaimer message informing you of this. Click Yes to the message to continue with the distribution or click No to go back and change the audio file format should you require to add individual preceding statements. Reconstruction Content folder tabs General page History page See the Incident Details tabs section. See Incident Details tabs section. Content List page The Content List page is designed to provide functionality to review the recorded files associated to the incident instead of re-visiting the NICE Inform Reconstruction Application. Relevant only when the Reconstruction Content folder and any of its sub folders within the Incident Folders tree is selected, clicking the Content List tab displays a page similar to this: Chapter 4: NICE Inform Organizer 202

203 Within the Content List page is the Reconstruction preferences button. Clicking this button opens the embedded Reconstruction preferences so that they operate in the same manor as they do in the Reconstruction application (see Setting Reconstruction preferences within the NICE Inform Reconstruction chapter). Accessories panel The Accessories panel contains windows used to display information during playback (see Accessories panel in the NICE Inform Reconstruction chapter). The window displays information that is relevant to the resource and shows the associated data of any selected item from that resource currently beneath the cursor (at the current replay position). When replaying video, the Accessories panel displays the video in an available Accessories window. Playback control Panel The purpose of using the Playback control panel control is to review recordings selected from the Results Table relating to the associated Incident folder (see Playback control panel in the NICE Inform Reconstruction chapter). Timeline display Once the recording or recordings have been selected from the Results Table then they are displayed within the Timeline display (see Timeline display in the NICE Inform Reconstruction chapter). The Timeline display shows the current selected recording or recordings in a graphical form. Chapter 4: NICE Inform Organizer 203

204 Results Table All the audio files associated to the selected Reconstruction folder are displayed in the Results Table section. Information regarding each file in the Results Table includes the start time of when the file was recorded, the duration of the recording and the extension (where relevant). Select the required recording in the Results Table and it will be displayed within the Timeline display. It is possible to select multiple files in the Results Table by using Microsoft Windows standard Shift and Ctrl methods. The column headings in the Results Table can be configured within the Results Table within the embedded Reconstruction Preferences control. Button bar (Reconstruction Content) There are a number of available buttons within the Content list control for selection: Button Name Delete Move to folder Copy to incident Distribute Refresh Delete To delete a recording (or recordings) from a Reconstruction Content folder: 1 Select a recording (or recordings) from the Results Table or from the Timeline display (see Selecting a recording in the NICE Inform Reconstruction chapter). 2 Click the Delete button and a confirmation message is presented. 3 Click the Yes button to confirm the deletion. The recording (or recordings) will now be deleted from the incident folder. If the recording is associated with a distribution then a dialog message is presented. You CANNOT delete a recording that is associated to a Sealed distribution. You have to delete the Sealed distribution folder before the recording can be deleted. Click the OK button to close the message. For help deleting a Sealed distribution, see Delete folder in the Incident Folders button bar section. Move to folder The Move to folder button provides the functionality of moving recordings from one Reconstruction Content folder to another Reconstruction folder or copying recordings to a Draft distribution folder. To move a recording (or recordings) to another folder: 1 Select a recording (or recordings) from the Results Table or from the Timeline display (see Selecting a recording in the NICE Inform Reconstruction chapter). 2 Click the Move to folder button and the Move to Folder dialog is presented: Chapter 4: NICE Inform Organizer 204

205 3 Select the required folder to move the recording (or recordings) to and click the OK button. The recording (or recordings) will now be moved to the selected Reconstruction Content folder or copied to a Draft distribution folder. Creating a new folder Deleting a folder Within the Move to Folder dialog, a new folder can be created to move recordings to. To create a new folder: 1 Select the required incident folder where the new folder is to be located and click the New folder button. 2 Enter a name for the folder in the text-box provided. 3 Enter a description for the new folder in the Description text-box. If required, multiple folders can be created using the Move to Folder dialog. To create multiple folders, repeat steps 1-3 above. 4 Click OK to move the recordings to this new folder. The new folder will appear in the Incident Folders tree. Within the Create New Folder dialog, you can also delete the selected folder before you click OK and commit the change to the Incident Folders tree. To delete a folder: 1 Select the folder required for deletion. 2 Click the Delete button. The folder will be deleted from the tree. Chapter 4: NICE Inform Organizer 205

206 Copy to incident The Copy to incident button provides the functionality of copying Reconstruction Content from one incident to another. Reconstruction Content can either be copied to an existing incident or to a new incident. You CANNOT create an incident folder to copy Reconstruction Content to. Reconstruction Content will be copied to the new incident in the same folder structure as it was copied from the originating incident. If that folder structure does not exist it will be created automatically. To copy Reconstruction Content from one incident to another: 1 Select the required recording (or recordings) from the Results Table or from the Timeline display (see Selecting a recording in the NICE Inform Reconstruction chapter). 2 Click the Copy to incident button and the Copy to Incident Wizard starts at the Welcome screen. 3 The Copy to Incident Wizard branches at this point depending whether you select: Create new incident - recordings are copied to a new incident (see Copying Reconstruction Content to a new incident), -or- Add results to existing incident - recordings are copied to an existing incident (see Copying Reconstruction Content to an existing incident). Chapter 4: NICE Inform Organizer 206

207 Copying Reconstruction Content to an existing incident For help starting the Copy to Incident Wizard, see Copy to incident within the Button bar (Reconstruction Content) section. Follow these steps when copying Reconstruction Content to an existing incident: 1 At the Welcome screen, select Add results to existing incident: 2 At the Select a Destination Incident screen, search for the existing incident prior to adding Reconstruction Content to it (see Searching for an existing incident). Chapter 4: NICE Inform Organizer 207

208 3 Once the incident has been located, select it from within the Incident list. Click the Authenticate incident button to authenticate the incident you are copying recordings to (see Authenticating an incident). 4 Click Next and the Summary screen is presented: Chapter 4: NICE Inform Organizer 208

209 5 The Summary screen displays the following information: Reconstruction Content - the total number of Reconstruction Content that will be copied. From incident - the originating incident where the Reconstruction Content is going to be copied from. To incident - the destination incident where the Reconstruction Content is going to be copied to. Space required - an estimation of space required for the Reconstruction Content. Space available - the space available on the storage device for the Reconstruction Content. If any of the information within the Summary screen is incorrect, click the Back button to make any changes. 6 Click Next and a Wizard Progress dialog is presented providing a summary of the Reconstruction Content that is being copied. 7 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the Reconstruction Content has been copied, unless an error has occurred, -or- Once the Reconstruction Content has been copied, click the Close button to close the dialog. 8 At the Wizard Complete screen, click Finish to exit the wizard. Chapter 4: NICE Inform Organizer 209

210 Copying Reconstruction Content to new incident For help starting the Copy to Incident Wizard, see Copy to incident within the Button bar (Reconstruction Content) section. Follow these steps when copying Reconstruction Content to a new incident: 1 At the Welcome screen, select Create new incident: 2 At the Create new incident screen, add the details for the new incident you are creating. Chapter 4: NICE Inform Organizer 210

211 3 Enter a Name and/or a Number for the incident. 4 Enter a Description (Optional). Creating a new incident with the same name and number of an existing incident is not permitted. If this is attempted then a disclaimer message is presented. Click the OK button to this message and change either the name or number for the incident to something unique. However, the same name for the incident can exist but only if its number is different. In addition, the same number for the incident can exist but only its name is different. 5 Within the incident retention section, you can set a date before which this incident CANNOT be deleted. To set incident retention: a b Check the Enable incident retention box. Either: Enter an incident retention date in the Available for deletion text-box, -or- Click the Calendar button and select a date using the calendar control (see Using the calendar control within the NICE Inform Reconstruction chapter). If the Enable incident retention check-box is grayed out, incident retention has been set globally by a system administrator when managing incident storage. Once set globally, this incident CANNOT be deleted before the date displayed within the Available for deletion text-box. You can ONLY set the date after the displayed date and NOT before. If you try and set the date before, a warning icon is displayed. Hover the cursor over the icon to present a tool tip which provides you with information as to the earliest date you can set incident retention. If you ignore the warning and continue you will NOT be able to create this incident until you adjust the minimum retention date. 6 Click Next and the Access Privileges screen is presented: Chapter 4: NICE Inform Organizer 211

212 7 The Access Privileges screen provides you with the functionality to grant users 'customizable' access to the incident you are creating. For help setting access privileges for your incident, see Setting access privileges. It is not mandatory to set access privileges for your incident. If you do not require to set any privileges, click Next. 8 Once you have set any access privileges for your incident, click Next and the Summary screen is presented: 9 The Summary screen displays the following information: Reconstruction Content - the total number of Reconstruction Content that will be copied. From incident - the originating incident where the Reconstruction Content is going to be copied from. To incident - the destination incident where the Reconstruction Content is going to be copied to. Space required - an estimation of space required for the Reconstruction Content. Space available - the space available on the storage device for the Reconstruction Content. If any of the information within the Summary screen is incorrect, click the Back button to make any changes. 10 Click Next and a Wizard Progress dialog is presented providing a summary of the Reconstruction Content that is being copied. Chapter 4: NICE Inform Organizer 212

213 11 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the Reconstruction Content has been copied, unless an error has occurred, -or- Once the Reconstruction Content has been copied, click the Close button to close the dialog. 12 At the Wizard Complete screen, click Finish to exit the wizard. Distribute The Distribute button provides the functionality of distributing a particular recording or a group of recordings within a Reconstruction Content folder. To distribute a recording (or recordings): 1 Select a recording (or recordings) from the Results Table or from the Timeline display (see Selecting a recording in the NICE Inform Reconstruction chapter). 2 Click the Distribute button and the Distribution Wizard starts. For help creating a distribution using the Distribution Wizard, see Distribution Wizard in the Incident Folders button bar section. Partial selection You CANNOT distribute a segment (partial selection) of a recording. You first have to either: Select the segment of the recording that you do not want to distribute and click the Delete button. Once deleted, you are left with the segment that you do want for distribution, -or- Select the segment of the recording that you do require to distribute and click the Copy to incident button. Once copied, you can distribute the incident with the new segment, -or- Select the segment of the recording that you do require to distribute and click the Move to folder button. Once moved, you can distribute the incident folder with the new segment. Refresh Clicking the Refresh button refreshes the display within the Content List control. Related Material folder tabs General page History page See Incident Details tabs section. See Incident Details tabs section. Content List page This is relevant only to the Related Material folder and any of its sub folders within the Incident Folders tree. When the Content List tab is selected a screen similar to this is presented: Chapter 4: NICE Inform Organizer 213

214 Related Material list The Related Material list displays all the files associated to the selected folder in the Incident Folders tree. You can attach files relevant to the incident to this list (see Attaching files in the Button bar (Related Material) section). Each column can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. The column heading information displayed in this list is configurable and can be changed within the Distribution Content page in the Preferences control (see Setting Organizer preferences). By default the list displays the following information: Column Description An icon displaying the type file that has been attached to this incident folder (text files, spreadsheet files etc). Creation date Filename Description Size (KB) Created by Item reference The date and time the file was uploaded to the incident. The name of the file. A brief description for the file. This can only be configured when the file was initially uploaded to the incident folder. The size of the file in Kilobytes (KB). The user who uploaded this file to the incident folder. The unique location as to where this file resides in the relevant database. To view a file in the Related Material list: 1 Double click anywhere within the row of the required file and it will open. 2 If the file exists you will be prompted to replace it. Click Yes to replace the file or No not to replace it. The default location that files are saved in is in the My Downloads folder within the My Documents folder of the local user. If on the workstation there is not a registered application installed to view a particular file (e.g. Microsoft Word) then you are presented with a Save As dialog to save the file. From there, an alternate application can be used to open the file (e.g. Notepad). Chapter 4: NICE Inform Organizer 214

215 Button bar (Related Material) There are a number of available buttons within the Content list control for selection: Button Name Attach files Abort file transfer Delete Move to folder Copy to incident Distribute Print Refresh Attach files To attach a file (or files) to a Related Material folder: 1 Click the Attach Files button and the Attach Files dialog is presented: 2 Click the Browse button and browse to the location (or locations) where the file (or files) are stored. Once located, add the files and they will appear in the Selected Files list. 3 Add a description (if required) for the files to be added using the Description text-box. Chapter 4: NICE Inform Organizer 215

216 If a file has been added to the Selected Files list by mistake, then select it from the list and click the Remove Selected Files button. 4 When satisfied that the file (or files) is ready to be attached to the incident, click the OK button. The file or files will now be added to the Related Material list. Once the file (or files) has been uploaded, a green tick is displayed in the left hand column in the Related Material list. If the file (or files) failed to upload then a red cross will appear in the left hand column alongside the corresponding failed file(s). In the event of a failure during the upload of a file (or files), a small circle is displayed alongside the red cross in the left hand progress column in the Related Material list. Hover your mouse over the circle to display the tool tip providing more details regarding what caused the error. It is not possible to view the file as it will not reside on the server. The error needs addressing first i.e. it may be a password locked file etc. Then, within the button bar, click the Refresh button to remove the file in question and then re-upload the file. Abort file transfer This button is only selectable when attaching a new file or files to the Related Material list (see Attaching files). During the process of uploading the file it will appear in the Related Material list. To abort transferring files to an incident:: 1 Select the relevant file and click the Abort file transfer button. A confirmation message is presented. 2 To cancel the file upload, click the Yes button. Aborting a file upload is only normally relevant when the file is particularly large in size. Typically, small files of less than 1000 Kilobytes (KB) will upload so quickly that there is no time to abort. However, you can delete files that have already been uploaded to the Related Material list. Delete To delete a file (or files) from a Related Material folder: 1 Select a file or a group of files from the Related Material list (using Microsoft Windows standard Shift and Ctrl methods). 2 Click the Delete button and a confirmation message is presented. 3 Click the Yes button to confirm the deletion. The file (or files) will now be deleted from the incident folder. If the file is associated with a distribution then a dialog message is presented. You CANNOT delete a file that is associated to a Sealed distribution. You have to delete the Sealed distribution folder before the file can be deleted (see Delete Folder in the Incident Folders section). Click the OK button to close the message. Chapter 4: NICE Inform Organizer 216

217 Move to folder The Move to folder button provides the functionality of moving files from one Related Material folder to another Related Material folder or copying files to a Draft distribution folder. To move a file (or files) to another folder: 1 Select a file or a group of files (using Microsoft Windows standard Shift and Ctrl methods) from the Related Material list. 2 Click the Move to folder button and the Move to Folder dialog is presented: 3 Select the required folder to move the file (or files) to and click the OK button. The file (or files) will now be moved to the selected Related Material folder or copied to a Draft distribution folder. Creating a new folder Within the Move to Folder dialog, a new folder can be created to move files to. To create a new folder: 1 Select the required incident folder where the new folder is to be located and click the New folder button. 2 Enter a name for the folder in the text-box provided. 3 Enter a description for the new folder in the Description text-box. If required, multiple folders can be created using the Move to Folder dialog. To create multiple folders, repeat steps 1-3 above. 4 Click OK to move the files to this new folder. The new folder will appear in the Incident Folders tree. Chapter 4: NICE Inform Organizer 217

218 Deleting a folder Within the Create New Folder dialog, you can also delete the selected folder before you click OK and commit the change to the Incident Folders tree. To delete a folder: 1 Select the folder required for deletion. 2 Click the Delete button. The folder will be deleted from the tree. Copy to incident The Copy to incident button provides the functionality of copying Related Material from one incident to another. Files can either be copied to an existing incident or to a new incident. You CANNOT create an incident folder to copy Related Material to. Related Material will be copied to the new incident in the same folder structure as it was copied from the originating incident. If that folder structure does not exist it will be created automatically. To copy Related Material from one incident to another: 1 Select a file or a group of files from the Related Material list (using Microsoft Windows standard Shift and Ctrl methods). 2 Click the Copy to incident button and the Copy to Incident Wizard starts at the Welcome screen. 3 The Copy to Incident Wizard branches at this point depending whether you select: Create new incident - files are copied to a new incident (see Copying Related Material to a new incident), -or- Add results to existing incident - files are copied to an existing incident (see Copying Related Material to an existing incident). Chapter 4: NICE Inform Organizer 218

219 Copying Related Material to an existing incident For help starting the Copy to Incident Wizard, see Copy to incident within the Button bar (Related Material) section. Follow these steps when copying Related Material to an existing incident: 1 At the Welcome screen, select Add results to existing incident: 2 At the Select a Destination Incident screen, search for the existing incident prior to adding Related Material to it (see Searching for an existing incident). Chapter 4: NICE Inform Organizer 219

220 3 Once the incident has been located, select it from within the Incident list. Click the Authenticate incident button to authenticate the incident you are copying files to (see Authenticating an incident). 4 Click Next and the Summary screen is presented: 5 The Summary screen displays the following information: Related Material - the total number of Related Material that will be copied. From incident - the originating incident where the Related Material is going to be copied from. To incident - the destination incident where the Related Material is going to be copied to. Space required - an estimation of space required for the Related Material. Space available - the space available on the storage device for the Related Material. If any of the information within the Summary screen is incorrect, click the Back button to make any changes. 6 Click Next and a Wizard Progress dialog is presented providing a summary of the Related Material that is being copied. 7 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the Related Material has been copied, unless an error has occurred, -or- Once the Related Material has been copied, click the Close button to close the dialog. 8 At the Wizard Complete screen, click Finish to exit the wizard. Chapter 4: NICE Inform Organizer 220

221 Copying Related Material to a new incident For help starting the Copy to Incident Wizard, see Copy to incident within the Button bar (Related Material) section. Follow these steps when copying Related Material to a new incident: 1 At the Welcome screen, select Create new incident: 2 At the Create new incident screen, add the details for the new incident you are creating. Chapter 4: NICE Inform Organizer 221

222 3 Enter a Name and/or a Number for the incident. 4 Enter a Description (Optional). Creating a new incident with the same name and number of an existing incident is not permitted. If this is attempted then a disclaimer message is presented. Click the OK button to this message and change either the name or number for the incident to something unique. However, the same name for the incident can exist but only if its number is different. In addition, the same number for the incident can exist but only its name is different. 5 Within the incident retention section, you can set a date before which this incident CANNOT be deleted. To set incident retention: a b Check the Enable incident retention box. Either: Enter an incident retention date in the Available for deletion text-box, -or- Click the Calendar button and select a date using the calendar control (see Using the calendar control within the NICE Inform Reconstruction chapter). If the Enable incident retention check-box is grayed out, incident retention has been set globally by a system administrator when managing incident storage. Once set globally, this incident CANNOT be deleted before the date displayed within the Available for deletion text-box. You can ONLY set the date after the displayed date and NOT before. If you try and set the date before, a warning icon is displayed. Hover the cursor over the icon to present a tool tip which provides you with information as to the earliest date you can set incident retention. If you ignore the warning and continue you will NOT be able to create this incident until you adjust the minimum retention date. 6 Click Next and the Access Privileges screen is presented: Chapter 4: NICE Inform Organizer 222

223 7 The Access Privileges screen provides you with the functionality to grant users 'customizable' access to the incident you are creating. For help setting access privileges for your incident, see Setting access privileges It is not mandatory to set access privileges for your incident. If you do not require to set any privileges, click Next. 8 Once you have set any access privileges for your incident, click Next and the Summary screen is presented: Chapter 4: NICE Inform Organizer 223

224 9 The Summary screen displays the following information: Related Material - the total number of Related Material that will be copied. From incident - the originating incident where the Related Material is going to be copied from. To incident - the destination incident where the Related Material is going to be copied to. Space required - an estimation of space required for the Related Material. Space available - the space available on the storage device for the Related Material. If any of the information within the Summary screen is incorrect, click the Back button to make any changes. 10 Click Next and a Wizard Progress dialog is presented providing a summary of the Related Material that is being copied. 11 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the Related Material has been copied, unless an error has occurred, -or- Once the Related Material has been copied, click the Close button to close the dialog. 12 At the Wizard Complete screen, click Finish to exit the wizard. Chapter 4: NICE Inform Organizer 224

225 Distribute Print Refresh The Distribute button provides the functionality of distributing a particular file or group of files within a Related Material folder. To distribute files (or files): 1 Select a file or a group of files (using Microsoft Windows standard Shift and Ctrl methods) within the Related Material list. 2 Click the Distribute button and the Distribution Wizard starts. For help creating a distribution using the Distribution Wizard, see Distribution Wizard in the Incident Folders section. Click this button and the Printing Wizard will begin. For help regarding the Printing Wizard, see Printing incident details. Clicking the Refresh button refreshes the display within the Content List control. Distribution folder tabs General page The General page is only available when a Draft or Sealed Distribution has been selected from the Incident Folders tree. For help regarding the General page, see Incident Folder Tabs. Content List page This is relevant only to created Draft distribution folders or incident folders that already have been distributed (Sealed) within the Incident Folders tree. When the Content List tab is selected a screen similar to this is presented: Chapter 4: NICE Inform Organizer 225

226 Distribution Files list The Distribution Files list displays files from a Sealed distribution folder i.e. incident files that have been distributed already via , to a folder or removable media, or to a tape cassette. It also displays files that are part of a Draft distribution folder. Such a folder is used to collate files on an on going process before it is finally Sealed (distributed). For help creating a Distribution refer to the Distribution Wizard section. Each column can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. The column heading information displayed in this list is configurable and can be changed within the Distribution Content page in the Preferences control (see Setting Organizer preferences). By default the list displays the following information: Column Description An icon displaying the type file that has been attached to this incident folder (text files, spreadsheet files etc). Start time Resource Duration Creation date Created by Description Item reference Filename The start time of the recording (Reconstruction Content). The resource that the recording originated form (Reconstruction Content). The duration of the recording (Reconstruction Content). The date and time when the file was distributed (Sealed) or the date when the file was added to the Draft incident folder. The user who distributed the file (Sealed) or the user who added the file to the Draft incident folder. A brief description for the file. This can only be configured when the file was initially uploaded to the incident folder. The unique location as to where this file resides in the relevant database. The name of the file (Related Material). To view a Related Material file in the Distribution Files list: 1 Double click anywhere within the row of the required file and it will open. If the file exists you will be prompted to replace it. 2 Click Yes to replace the file and No not to replace it. The default location that files are saved in is in the My Downloads folder within the My Documents folder of the local user. If on the workstation there is not the required application installed to view a particular file (e.g. Microsoft Word) then you are presented with a Save As dialog to save the file. From there, an alternate application can be used to open the file (e.g. Notepad). To play a Reconstruction file in the Distribution Files list: 1 Double click anywhere within the row of the required recording. 2 The Playback control panel will automatically play the recording within the Selected Items control (see Selected Items control). Chapter 4: NICE Inform Organizer 226

227 Further general and historical information can be viewed regarding every file in the Distribution Files list. To see this, click on the file in question and the Selected Items control will be populated with details pertinent to this file. It is also possible to select multiple files by using Microsoft Windows standard Shift and Ctrl methods. For help regarding general and historical information within the Selected Items control, see Selected Items control. Selected Items control The Selected Items control displays detailed information associated with a file (or files) within a distribution. Once a file is selected within the Distribution Files list, the Selected Items control will display details related to the file: Details include: Last Reviewer - the user who last opened the file and the date and time this occurred. Last Action - the last action associated to this file e.g. the type of distribution be it , or to a folder or removable media. Description - the description created for the file when it was initially downloaded to the incident. However, if a recording is selected in the Distribution Files list, then the following screen is presented: The screen is divided up into two sections. The left hand section provides playback options so that the selected recording can be replayed for reviewing purposes. This is a simplified version of the Playback control that is provided within the NICE Inform Reconstruction application (see Playback control panel in the NICE Inform Reconstruction chapter). The right hand section of the control displays the same information as any other file. If multiple files are selected in the Distribution Files list an extra control is presented in the Selected Items control: Using this control it makes it possible to scroll through the detailed information relating to each file in turn by clicking the and hyperlinks. A status indicator ( currently being viewed. ) is displayed as to the file position in the selected list that is Chapter 4: NICE Inform Organizer 227

228 Properties page Only relevant to an individual Sealed distribution within the Incident Folders tree, the Properties page displays a read only view of the settings specific to the distribution. These settings are configured within the Distribution Wizard (see Distribution Wizard). Under the heading (Distribution name) is a list of information pertinent to the distribution. The information displayed here includes: Profile name - the name of the profile selected within the Distribution Wizard. A new profile can be created within the Distribution Profiles page in the Preferences control (see Setting Organizer preferences). Profile settings - the settings chosen for this particular distribution within the Distribution Wizard e.g. audio only or Automatic gain control (AGC). Action - the type of distribution e.g. to an address, to a cassette tape etc. Save as - the format the audio file was distributed e.g. as a separate audio files, single audio file mixed etc. Button bar (distribution folder) There are a number of available buttons within the Content list control for selection. The buttons available for selection depend on the type of distribution sub folder selected in the Incident Folders tree. These types are Sealed distribution and Draft distribution folders. Unless stated otherwise, the following buttons are available for both types of distribution: Button Name Delete Distribute Print Refresh Chapter 4: NICE Inform Organizer 228

229 Delete Distribute Print Refresh This button is only relevant to Draft distribution folders as it is not possible to delete files from an already Sealed distribution. To delete a file (or files) from a Draft distribution folder: 1 Select a file or a group of files (using Microsoft Windows standard Shift and Ctrl methods) within the Distribution Files list. 2 Click the Delete button and a confirmation message is presented. 3 Click the Yes button to confirm the deletion. The file (or files) will now be deleted from the Distribution Files list and therefore removed from the Draft distribution folder itself. The Distribute button provides the functionality of distributing a particular file or group of files. It is only relevant to files within a Draft distribution folder. To distribute files (or files): 1 Select a file or a group of files (using Microsoft Windows standard Shift and Ctrl methods) from the Distribution Files list. 2 Click the Distribute button and the Distribution Wizard starts. When the selected file (or files) has been distributed from a Draft distribution folder, the folder will remain in its original draft state i.e. it will not become a Sealed distribution. If the Draft folder is then distributed then it will become Sealed. For help creating a Sealed distribution, see Distribution Wizard in the Incident Folders section. Click this button and the Printing Wizard will begin. For help regarding the Printing Wizard, see Printing incident details. Clicking the Refresh button refreshes the display within the Content List control. Chapter 4: NICE Inform Organizer 229

230 Setting access privileges Any incident created is associated to the user who created it who has full control access rights. Whilst creating the incident, further users can be granted 'customizable' access. The Access Privileges control provides this functionality. There are two methods in opening the Access privileges control: When creating a new incident and clicking the Access privileges button (see Creating a new incident). Within the Incident Details panel: 1 Ensure that the incident is selected within the Incident Folders panel. 2 Click the General tab in the Incident Details panel (see the Incident Details panel section) and click the Access privileges button. Access privileges can also be set when adding Reconstruction Content to a new incident using the Add to Organizer Wizard (see Adding Reconstruction Content to a new Incident). Using either method the following screen is presented: Adding a user to an incident To select a user from a user group to provide him/her access to an incident: 1 Select the relevant User group folder from the tree view and all the users associated to that group will be displayed within the window to its right. 2 If there are many users within a particular user group, then the Quick Search text-box can be used. Enter the first or last name (or part of the first or last name) of the required user and click the Go button. The search results will be displayed in the window below the Quick Search text-box. To add entries to the Selected users list: a Highlight the required user in the Available users list. b Click the Add > button; the user is moved to the Selected users list. Chapter 4: NICE Inform Organizer 230

231 c Access Rights Repeat for each user required. To remove users from the Selected users list: a Highlight the required user in the Selected users list. b Click the < Remove button; the user is moved to the Available users list. c Repeat for each user required. To move all users to the Selected users list, click the Add All >> button. To move all users from the Selected users list, click the << Remove All button. TIP: If you wish to select all but one or two users, click the Add All >> button to move all users to the Selected users list, then remove the users not required. The following user access rights can be set associated to the user selected within the Selected users list: Read - provides read only access for the incident (default access privilege). Modify - provides read and edit access privileges. Full control - same as Modify access with delete and edit privileges included. Printing incident details When selecting the Content List tab in the Incident Details panel, the button bar in some instances displays a Print button. Clicking this button invokes the Printing Wizard allowing you to print details of selected files within the Content List page. To print incident details: 1 Within the button bar in the Incident Details panel, click the Print button at the top of the application. The Printing Wizard opens at the Welcome screen. Click Next to continue. Chapter 4: NICE Inform Organizer 231

232 2 Select what you wish to print; either Selected items, or All items. 3 Click Next to continue and the Select fields screen is presented: 4 Select the fields you wish to print. To add entries to the Selected fields list: a Highlight the required entry in the Available fields list. b Click the Add > button; the entry is moved to the Selected fields list. c Repeat for each entry required. To remove entries from the Selected fields list: a Highlight the required entry in the Selected fields list. b Click the < Remove button; the entry is moved to the Available fields list. c Repeat for each entry required. To move all entries to the Selected fields list, click the Add All >> button. To move all entries to the Available fields list, click the <<Remove All button. TIP: If you wish to select all but one or two entries, click the Add All >> button to move all entries to the Selected fields list, then remove the items not required. 5 Once in the Selected fields list, the list order controls modify the order that the fields are displayed: Button Description Moves the highlighted field to the start of the list. Moves the highlighted field up one place in the list. Moves the highlighted field down one place in the list. Moves the highlighted field to the end of the list. Chapter 4: NICE Inform Organizer 232

233 6 If these fields will be your normal requirements, click the Keep these settings as my Preferences check-box at the bottom of the panel. 7 If there is a particular column that you wish to sort in ascending order, select the required column and check the Sort Printing check-box. 8 Click Next to continue. 9 At the next screen: Select the required Printer from the drop-down list of printers available. Add a suitable Comment (if required). Click the Preview button to view a print preview of the document. Click the Settings button to check or change the printer settings. 10 Click the Print button 11 On the Wizard Complete screen, click the Finish button to send the print job to the printer. Setting Organizer preferences Ensuring that the Incident Details panel is maximized click the Organizer preferences and the Preferences control for the Organizer application opens. The control consists of the following tabbed pages: History page Printing page Distribution Content page Distribution Profiles page button Chapter 4: NICE Inform Organizer 233

234 This is the Organizer Preferences help. It should not be confused with the Reconstruction Preferences help. Resetting preferences If at any stage you wish to reset all the preferences pages back to their default setting: 1 Click the Use Defaults button. 2 Click Yes to the resulting dialog box. All Organizer preferences will now be reset to their default settings. Common controls Several of the tabbed pages within the preferences control provide two lists; fields which are available for selection, and fields which you have selected. To add entries to the Selected fields list: 1 Highlight the required entry in the Available fields list. 2 Click the Add > button; the entry is moved to the Selected fields list. 3 Repeat for each entry required. To remove entries from the Selected fields list: 1 Highlight the required entry in the Selected fields list. 2 Click the < Remove button; the entry is moved to the Available fields list. 3 Repeat for each entry required. To move all entries to the Selected fields list, click the Add All >> button. To move all entries from the Selected fields list, click the <<Remove All button. TIP: If you wish to select all but one or two entries, click the Add All >> button to move all entries to the Selected fields list, then remove the items not required. Once in the Selected fields list, the List order controls modify the order that the fields are displayed: Button Description Moves the highlighted field to the start of the list. Moves the highlighted field up one place in the list. Moves the highlighted field down one place in the list. Moves the highlighted field to the end of the list. Chapter 4: NICE Inform Organizer 234

235 History page The History page provides the function of selecting which fields are displayed in the History list within the Incident Details panel (see History page in the Incident Details tabs section). The default fields are: Field Action date Last action Filename Resource Start time Details Name Item reference Description The date and time when the last action was performed associated to the file or incident folder. The last action associated to the file or incident folder (e.g. added to folder, added user access etc). The name of the Related Material file. The resource the recording was located on. The time the recording started. Any additional information for the file or recording e.g. when moving a file or recording, details are provided as to the folder where that file or recording has come from. The user who performed the last action associated to the file or incident folder. The unique item reference. Once the required selections have been made to the History page, click the OK button to commit the changes. Chapter 4: NICE Inform Organizer 235

236 Printing page The Printing page provides the function of selecting which recording detail fields are printed in the printed table and the order they are printed in (see Printing incident details). The default fields are: Field Filename Folder Size (KB) Description Created by Creation date Item reference Description The name of the file. The incident folder that the file resides in. The size of the file in Kilobytes (KB). The description created for Related Material items when attached to the incident. The user who added the file to the incident folder. The date and time when the file was added to the incident folder. The unique item reference. Once the required selections have been made to the Printing page, click the OK button to commit the changes. Chapter 4: NICE Inform Organizer 236

237 Distribution Content page The Distribution Content page provides the function of selecting which fields are displayed in the Audio Items list within the Add Audio Certification section of the Distribution Wizard (see Adding Audio Certification). The default fields are: Field Start time Resource Duration Creation date Created by Description Item reference Filename Description The date and time of the first recording associated to the incident. The resource that the recording is allocated to. The duration of the recording (hours/minutes/seconds). The date when the file was added to the incident folder. The user who added the file to the incident folder. A brief description for the file. This can only be configured when the file was initially uploaded to the incident folder. The unique item reference. The name of the file. Once the required selections have been made to the Distribution Content page, click the OK button to commit the changes. Chapter 4: NICE Inform Organizer 237

238 Distribution Profiles page The Distribution Profiles page provides the function of creating a default custom profile for the Distribution Wizard. Creating a new profile and then customizing the subsequent sections, alleviates the need to change the distribution settings every time a new distribution is created. Creating a custom profile is therefore useful when many distributions will need to follow the same distribution settings. For Help regarding the Distribution Wizard, see Distribution Wizard in the Incident Folders section. A created profile can be used by all users and not just the user who created it. In addition, any profile that is set as default will only be relevant to the user who set it as the default profile. Chapter 4: NICE Inform Organizer 238

239 Once all the Distribution Profile sections have been customized click the OK button to commit the changes. The Distribution Profiles page is sub-divided into the following sections: Profile section The Profile section enables you to create a new profile for the Distribution Wizard. The new profile you create will be available for selection within the Select Distribution Folder and Settings screen within the wizard. For help creating a distribution, see Distribution Wizard in the Incident Folders section. To create a new profile: 1 Click the New Profile button and the New Distribution Profile screen is presented: 2 Enter a name for the profile and click the OK button. This new profile will now be an available option within the Profile Name drop-down list and will now be an available profile to select from when creating a new distribution. Select the profile from the Profile Name drop-down list and click the Set as Default button followed by the OK button. Every time the Distribution Wizard is now run, this will be the default profile. Use the Description text-box to enter a description relating to the selected profile. This can act as a reminder when changing profiles, ensuring that the correct profile is selected. Deleting a profile To delete a created profile: 1 Select the required profile from the Profile Name drop down list. 2 Click the Delete button. A disclaimer message is presented confirming the deletion. 3 Click the Yes button. The profile is now deleted. Distribution type Select the required distribution type from the Distribution Type drop-down list. The Select Distribution Folder and Description screen will display this distribution type. Select either: NICE Inform Media Player - a further section (NICE Inform Media Player) is presented providing the following options: Include annotations - check this box if you require all annotations to be included in the distribution. Include NICE Inform Media Player - check this box if you require the NICE Inform Media Player application to be included in the distribution. -or- Web page - the distribution is created in a web page format. Chapter 4: NICE Inform Organizer 239

240 For help with the Distribution Wizard, see Distribution Wizard in the Incident Folders section. Settings section Select the required profile from the Profile section and select the required settings by marking the associated check boxes. These will now be the default settings for this profile. When this profile is selected within the Distribution Wizard these settings will be selected by default. For help with the Distribution Wizard, see Distribution Wizard in the Incident Folders section. Action section Select the required profile from the Profile section and select the required action from the Action drop-down list. This will now be the default action type for this profile. When it is selected in the Distribution Wizard, the Distribution Action and Format screen will display this action type. For help with the Distribution Wizard, see Distribution Wizard in the Incident Folders section. Audio File Format section Select the required profile from the Profile section above and select the required file formats from the Audio File Format drop-down lists. These will now be the default audio file format types for this profile. When this profile is selected in the Distribution Wizard, the Distribution Action and Format screen will display these format types. Video File Format section Select the required profile from the Profile section above and select the required video format from the Video File Format drop-down list. This will now be the default video file format type for this profile. When this profile is selected in the Distribution Wizard, the Distribution Action and Format screen will display this format type. Chapter 4: NICE Inform Organizer 240

241 5 NICE Inform Audit Contents Welcome Audit application privileges Navigating NICE Inform Audit Search panel Results table Saving Audit entries to a file Printing Audit entries Setting Audit preferences Chapter 5: NICE Inform Audit 241

242 Welcome Welcome to the NICE Inform Audit Application, which provides the ability to view and manage the audit events raised within a NICE Inform system. An audit event is an event which is related to any kind of user interaction with the NICE Inform system (either via login/logout or any given task performed). Audit events can be displayed within the Results table and can be searched within a certain date/time range using the Search panel. Once audit events have been searched for and displayed within the Results table, they can be printed and/or saved in CSV (Comma Separated Value) format. Audit application privileges To use the Audit application, you MUST have the required privilege allocated to you (see Application privileges section within the NICE Inform User Administration chapter). If not, the Audit option will not be displayed in the Application selector bar when you log in. Navigating NICE Inform Audit The NICE Inform Audit application consists of a Search panel, a Results table and three buttons (Preferences, Print and Save as file). When opening the Audit application, a screen similar to this is presented: The Search panel can be maximized by clicking on the Minimize button and it can be minimized by clicking the Maximize button. To increase the size of the Results table, the Search panel can be hidden by clicking the and opened by clicking the button. button Chapter 5: NICE Inform Audit 242

243 Search panel The Search panel is used to search for audit events generated by the NICE Inform application suite: To create a new search: 1 Set the required time-frame, either: a Click the Show Last radio button - defines a range between now and a definable period back in the past. The value for now is taken each time the search is run. Use the corresponding up/down arrows to configure the time range. The period can be expressed in minutes, hours, days, weeks or months. -orb Click the From radio button - defines a time range between any two dates and times. Date entry is assisted by clicking the Calendar button. A calendar control is presented to aid in choosing a particular date (see Using the calendar control within the NICE Inform Reconstruction chapter). 2 Once the search parameters have been entered, click the Search button. The audit events will now be displayed within the Results table (see Results table). Results table When a search has been performed (see Search panel), all the audit events related to the search criteria are displayed in the Results table: Each column can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. The information displayed within the Results table is read only. The column heading information displayed in the Results table is as follows: Chapter 5: NICE Inform Audit 243

244 Column Date & Time Username Hostname Group Application Message Description Description The date and time when the audit event occurred. The name of the user who performed the action which has created the audit event. The host workstation name upon which the audit event was created. An event specific group upon which the audit event is created. The NICE Inform application that the audit event relates to. The generic message regarding the audit event i.e. User logged in or Incident added. A detailed description as to the audit event. To gain more information regarding a particular event, double click anywhere within the associated row and an Event Detail screen is presented: To see all the audit events that are generated by NICE Inform, see the Audit events section in the Glossary chapter. The Event Detail screen displays the same information as in the Results table. This information is displayed in a list. An advantage when using Event Detail screen is to focus in on one specific audit event. In addition, if there is too much detailed information able to be displayed in the Results table (in the Description field) then it can be viewed within the Event Detail screen in a separate table. In this instance, within the header of the Event Detail screen displayed is the number of items in the table. When viewing the Results table a + icon is displayed in the left-hand column. This indicates events which have more detailed information. Chapter 5: NICE Inform Audit 244

245 You can scroll through the Event Details of each audit event by clicking the buttons. If you see a red icon then this indicates that the audit event itself has been tampered with. To close the Event Detail screen, click the OK button. The audit results can be printed (see Printing Audit entries) and can be saved in a CSV (Comma Separated Value) file format (see Saving Audit entries to a file). Saving Audit entries to a file Once Audit entries have been searched for (see Search panel) and are displayed within the Results table (see Results table), you can save them as a CSV (Comma Separated Value) file format. To save audit entries: 1 Within the button bar, click the Save as file button. The Save As File dialog is presented: and 2 In the Name text-box, enter a filename for the file. 3 Check the Include event details check-box if you require audit event details to be included when saving the audit entries. Un-check the box if you do not wish to include any event details. 4 Either: Click the Browse button and select a desired location to save the audit entries, -or- Leave the default location: My Documents\NICE Inform\My Audits 5 Click OK and the audit entries are saved. The file (e.g. CSV file) can now be opened by a spreadsheet application i.e. Microsoft Excel. Saving audit entries as a CSV file allows you to not only manipulate the information in a different way but in this format it is possible to the results etc. Chapter 5: NICE Inform Audit 245

246 Printing Audit entries Once Audit entries have been searched for (See Search panel) and are displayed within the Results table (see Results table), you can print the entries. To print audit entries: 1 Within the button bar, click the Print button. The Printing Wizard opens at the Welcome screen. Click Next to continue. 2 Select what you wish to print; either Selected items, or All items. 3 Click Next to continue Click Next to continue and the Select fields screen is presented: Chapter 5: NICE Inform Audit 246

247 4 Select the fields you wish to print. To add entries to the Selected fields list: a Highlight the required entry in the Available fields list. b Click the Add > button; the entry is moved to the Selected fields list. c Repeat for each entry required. To remove entries from the Selected fields list: a Highlight the required entry in the Selected fields list. b Click the < Remove button; the entry is moved to the Available fields list. c Repeat for each entry required. To move all entries to the Selected fields list, click the Add All >> button. To move all entries from the Selected fields list, click the <<Remove All button. TIP: If you wish to select all but one or two entries, click the Add All >> button to move all entries to the Selected fields list, then remove the items not required. 5 Once in the Selected fields list, the list order controls modify the order that the fields are displayed: Button Description Moves the highlighted field to the start of the list. Moves the highlighted field up one place in the list. Moves the highlighted field down one place in the list. Moves the highlighted field to the end of the list. Chapter 5: NICE Inform Audit 247

248 NOTES: All the available fields with a + symbol are only displayed if the audit search has event details which display these fields. When you perform a new search you may not see all these available fields. Only fields without a + symbol (Date & Time, Username etc) can be saved as your preferences. 6 If these selected fields will be your normal requirements, click the Keep these settings as my Preferences check-box at the bottom of the panel. 7 If there is a particular column that you wish to sort in ascending order, select the required column and check the Sort Printing check-box. 8 At the next screen: Select the required Printer from the drop-down list of printers available. Add a suitable Comment (if required). Click the Preview button to view a print preview of the document. Click the Settings button to check or change the printer settings. 9 Click the Print button. 10 On the Wizard Complete screen click the Finish button to send the print job to the printer. Chapter 5: NICE Inform Audit 248

249 Setting Audit preferences Click the Preferences button and the Preferences page for the Audit application is presented: To add entries to the Selected fields list: 1 Highlight the required entry in the Available fields list. 2 Click the Add > button; the entry is moved to the Selected fields list. 3 Repeat for each entry required. To remove entries from the Selected fields list: 1 Highlight the required entry in the Selected fields list. 2 Click the < Remove button; the entry is moved to the Available fields list. 3 Repeat for each entry required. To move all entries to the Selected fields list, click the Add All >> button. To move all entries from the Selected fields list, click the <<Remove All button. TIP: If you wish to select all but one or two entries, click the Add All >> button to move all entries to the Selected fields list, then remove the items not required. Once in the Selected fields list, the List order controls modify the order that the fields are displayed: Button Description Moves the highlighted field to the start of the list. Moves the highlighted field up one place in the list. Moves the highlighted field down one place in the list. Moves the highlighted field to the end of the list. Chapter 5: NICE Inform Audit 249

250 The Audit preferences dialog enables the selection as to which audit event fields are printed in the printed table and the order they are printed when using the Printing Wizard (see Printing Audit entries). The default fields are: Column Date & Time Username Hostname Group Application Message Description Description The date and time when the audit event occurred. The name of the user who performed the action which has created the audit event. The host workstation name upon which the audit event was created. An event specific group upon which the audit event is created. The NICE Inform application that the audit event relates to. The generic message regarding the audit event i.e. User logged in or Incident added. A detailed description as to the audit event. Once the required selections have been made to the Printing page, click the OK button to commit these changes. If at any stage you wish to reset the preferences pages back to their default setting: 1 Click the Use Defaults button. 2 Click Yes to the resulting dialog box. All Audit preferences will now be reset to their default settings.. Chapter 5: NICE Inform Audit 250

251 6 NICE Inform User Administration Contents Welcome User Administration application privileges Security principles Navigation panel User security Button bar Tree structure terminology User Administration functions Security Administration Miscellaneous System Security About security Setting security Setting password details Setting workstation permissions Users Adding a new user to the system Editing user details Non active users Assigning a workstation to a user Removing a workstation from a user Importing users from a CSV file Creating a new user group Editing a user group Adding user group members Moving a user group Deleting a user group Attaching a user to a profile Removing a user from a profile Profiles Application privileges Verify Monitor Reconstruction Organizer Audit User Administration Chapter 6: NICE Inform User Administration 251

252 System Administration Creating a new profile Editing a profile Deleting a profile Attaching a profile to a user Removing a profile from a user Searching Searching for users, user groups & profiles Resources Attaching resources to a user group Chapter 6: NICE Inform User Administration 252

253 Welcome Welcome to the NICE Inform User Administration application. This application enables administrators to set up system-wide and user-by-user security for NICE Inform. Each and every user of NICE Inform requires a security account, which is used to control access to all logging channels available in the system. Users DO NOT require individual accounts to be set up on each of the underlying logging systems. User Administration application privileges To use the User Administration application, you MUST have the required privilege allocated to you (see Application privileges in the Profiles section). If not, the User Administration option will not be displayed in the Application selector bar when you log in. Security principles Profiles This section outlines the important security principles available when using the NICE Inform User Administration application. A profile defines the applications and features that are available for a user. A profile is a way of defining the roles users will perform such as a Dispatcher or a Disclosure Officer. For help creating a new profile, see Creating a new profile. Users are given permission to use certain NICE Inform applications and application features by attaching a profile to them. For help attaching a profile to a user, see Attaching a profile to a user. Without an attached profile a user CANNOT use any NICE Inform application. User groups & resources Managers User groups can be created and then users can be added to that group (see Creating a new user group). Users are given access to recordings in the system by attaching resources to user groups (see Attaching resources to a user group). Resources represent the different sources of recordings such as channels, talkgroups or extensions. Multiple resources can be attached to a user group. Making a user a member of the Administrators group assigns them access to every resource and every user in the system. Making a user a Manager of a group assigns them access to the other users of the group and sub-groups so they can be administered. For help making a user a manager of that group, see Editing a user group. Chapter 6: NICE Inform User Administration 253

254 Navigation panel The Navigation panel consists of a tree pane which has the following nodes: Specific terminology is used when navigating the tree pane. For help with this terminology, see Tree structure terminology. Organization - system wide settings. All users - when selected lists all users in the system. Nodes in this section consist of: Non-active Users - a fixed group containing those who have been deleted from the system. Administrators - a fixed group containing those who have privileges to view all resources and users defined in the system. User Groups - consists of groups and sub-groups. When a group or sub-group is selected, the members of that group are listed in the right-hand pane. Profiles - nodes in this section list the profiles that have been created. A single profile is attached to a user to specify which application privileges that person has been granted by their System Administrator. Search results - when selected, shows the results of the last search performed by the currently logged-in user. User security Button bar The top level of the Organization node is concerned with security aspects of User Administration. When the Organization node is selected, tabbed pages are available for security configuration (see System security). The System Administration button bar performs the following actions: Button Description New - displays a drop-down menu that allows you to add new users, new user groups and new profiles. Delete - deletes the current tree-pane selection; you will be required to confirm the action. Move - allows you to move the selected user group and any associated subgroups from one node to another (see Moving a user group). Search - allows you to enter search text in order to search for users, groups and profiles (see Searching for users, user groups & profiles). Refresh data - updates the tree structure and any lists displayed in the righthand pane. Chapter 6: NICE Inform User Administration 254

255 Tree structure terminology A tree structure is used throughout NICE Inform to aid in your navigation of the application suite and required to invoke further functions. Using the Resource groups section in System Administration as an example, there are a number of terms used when navigating the tree: Node - everything in the tree is classed as a node. Parent - the top level node e.g. Resource Groups. Child (or sub group) - the node below its parent. A child (or sub group) can also be a parent as well. Using the example above, the Dispatchers node is a child of the Resource Groups node but is also a parent of the First response node. To expand a node, click the button alongside the node. To collapse a node, click the button alongside the node. User Administration functions Security The main actions involved in User Administration are: Settings do not take effect until the user next logs in. Setting password details - enables you (at the Organization level) to set system password details (see Setting password details). Setting security - enables you (at the Organization level) to set system security details (see Setting security). Setting workstation permissions - enables you (at the Organization level) to set workstation permissions (see Setting workstation permissions). Administration Adding a new user - enables you to add a new user to the system (see Adding a new user to the system). Importing users - enables you to import users into the system from a provided CSV template (see Importing users from a CSV file). Creating a new user group - enables you to add a new user group (see Creating a new user group). Adding user group members - enables you to add users to a created user group (see Adding User Group Members). Creating a new profile - enables you to create a new custom profile with the applications and associated privileges that you require (see Creating a new profile). Chapter 6: NICE Inform User Administration 255

256 Attaching a profile to a user - enables you to attach a profile to a system user (see Attaching a profile to a user). Removing a profile from a user - enables you to remove a profile from a system user (see Removing a profile from a user). Attaching a user to a profile - enables you to attach a system user to a created profile (see Attaching a user to a profile). Removing a user from a profile - enables you to remove a system user from a profile (see Removing a user from a profile). Attaching resources to a user group - enables you to attach system resources to created user groups (see Attaching resources to a user group). Miscellaneous Searching for users, user groups & profiles - enables you to find users, user groups, profiles and descriptions (see Searching for users, user groups & profiles). System Security About security NICE Inform security is based around applications and resources. All security is implemented on the Inform Server. NICE Inform security is a layer above the Recording Systems. All access to any Application or Resource is verified on each request to the Inform Server. Users are given permission to use Inform applications by attaching a profile to them. The profile defines the applications and features the user can have. Without the profile, the user cannot do anything. Profiles define the roles the users perform, such as Dispatcher or Disclosure Officer. A license is required for each application and feature to be enabled in a user's profile. Users are given access to recordings by attaching resources to user groups. Resources represent different sources of recordings, such as: channels, talkgroups, agents, extensions, etc. Setting security NOTES: Setting security details at the Organization level affects ALL users of NICE Inform the next time they log in. Specific terminology is used when navigating the tree pane to set security details. For help with this terminology, see Tree structure terminology. To set security details at the Organization level: In the tree pane, select the Organization node and click the Security tab. The Security page is presented: Chapter 6: NICE Inform User Administration 256

257 Accounts The page is divided the following sections: The following options are available: Deactivate login ID after - set: The required number of days of inactivity by either entering the number of days into the available text-box or using the provided up/down arrows. The required number of attempts when entering successive invalid passwords by either entering the number of attempts into the available text-box or using the provided up/down arrows. The account will be deactivated if either of these conditions is met. Reactivate login after - set the number of minutes the login is reactivated after by either entering the number of days into the available text-box or using the provided up/down arrows. If this is set to 0 then the account will NOT be automatically reactivated. A NICE Inform Administrator will have to edit the details for the user (see Editing user details) and un-check the User automatically locked out check-box in the Inform User page. Display last login information - when checked, the last login information is displayed to the user after a successful login (unchecked by default). Require second password - when checked, the user will have to enter a second password for authentication when logging into NICE Inform. Chapter 6: NICE Inform User Administration 257

258 Auto Logout The following options are available: Select either: User is never automatically logged out - check this box to disable the Auto Logout after option. -or- Auto logout after - set the number of minutes by either entering the number of minutes into the associated text-box or using the provided up/down arrows. When the period of inactivity has been exceeded, the user is logged out. Auto logout will stop anything you were doing prior to the period of inactivity. Activity in this case is manual movements of the mouse and key presses whilst using NICE Inform. If you are transferring a large amount of data and left the computer unattended, then this is deemed as inactivity and depending on the auto logout configuration, you may be logged out. Disconnect workstation after - set the number of minutes by either entering the number of minutes into the available text-box or using the provided up/down arrows when the period of inactivity has been exceeded between the Inform server and the workstation. Login Message General The following option is available: Show message - check this box to enable the Login Message feature. Once enabled, enter a message title and text in the text-boxes provided. The login message is displayed to all users with the configured message heading and text prior to logging in to NICE Inform. The following option is available: Audit failed login attempts - check this box to enable this feature. Once checked, any user that fails to log in to NICE Inform generates a 'failed login attempt' audit event within the NICE Audit application (see the NICE Inform Audit chapter). This feature can be disabled to prevent a Denial of Service attack from filling the Audit log. Once you have configured the security settings, click the Save button. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Chapter 6: NICE Inform User Administration 258

259 Setting password details NOTES: Setting password details at the Organization level affects ALL users of NICE Inform the next time they log in. Specific terminology is used when navigating the tree pane to set password details. For help with this terminology, see Tree structure terminology. To set password details at the Organization level: In the tree pane, select the Organization node and click the Passwords tab. The Passwords page is presented: The page is divided into the following sections: Account Username The following option is available: Account username - set the minimum number of characters required by either entering the number into the available text-box or using the provided up/down arrows. Chapter 6: NICE Inform User Administration 259

260 Maximum Password Age The following options are available: Select either: Password never expires - all users passwords never expire, -or- Expires in - set the maximum number of days that the password expires by either entering the number into the available text-box or using the provided up/down arrows. Minimum password age The following options are available: Select either: Change anytime - users can change their password at any time, -or- Allow change after - set the minimum number of days before users can change their password, either by entering the number into the available text-box or using the provided up/down arrows. User cannot change password - check this box and all users CANNOT change their password. New user password The following option is available: Change password at next login - check this box and all users HAVE to change their password the next time they login. Password History The following options are available: Select either: Do not save password history - all users CANNOT use the same password that they have used before, -or- Remember last - set the number of previous passwords that are stored in the history either by entering the number into the available text-box or using the provided up/down arrows. A user CANNOT reuse a password that is stored in their history. The Remember last feature is specific to individual users ONLY. Password checking The following options are available: At least - set the minimum number of characters that has to be entered when creating and changing passwords either by entering the number into the available text-box or using the provided up/down arrows. Strict password checking - check this box and strict passwords rules are applied (see Changing your password in the Getting Started chapter). Chapter 6: NICE Inform User Administration 260

261 This ONLY applies to new passwords and/or changing a password but NOT existing passwords. Forbidden passwords The following options are available: Add forbidden password - click the Add button to add a new forbidden password. The Add Forbidden Password dialog is presented: Type in the forbidden password and click OK. When creating a new password, users will NOT be able to use any forbidden passwords. Edit forbidden password - select an existing entry and click the Edit button. The Edit Forbidden Password dialog is presented, showing the selected password: Over type the existing password with the new one and click OK. Delete forbidden password - select an existing entry and click the Delete button to remove it from the list. Click the OK button from the resulting dialog to confirm the action. Once you have configured the password settings, click the Save button. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Chapter 6: NICE Inform User Administration 261

262 Setting workstation permissions Specific terminology is used when navigating the tree pane to set workstation permissions. For help with this terminology, see Tree structure terminology. A security feature, workstation permissions is used to assign users to a particular workstation so that when they try to access NICE Inform, they can ONLY connect using that workstation. Users can also be unassigned and removed from a workstation. There is no limit to how many workstations can be assigned to one user or how many users that can be assigned to one workstation. To set workstation permissions: 1 In the tree pane, select the Organization node. 2 Click the Workstations tab. The Workstations page is presented: From here you can: Assign a user to a workstation. Remove a user from a workstation. Chapter 6: NICE Inform User Administration 262

263 Assigning a user to a workstation Specific terminology is used when navigating the tree pane to assign a user to a workstation. For help with this terminology, see Tree structure terminology. To assign a user (or users) to a workstation: 1 In the tree pane, select the Organization node and click the Workstations tab. The Workstations page is presented. 2 All the known workstation hostnames are available for selection within the Workstations table. 3 Select the required workstation and click the Assign users button. The Assign Users to Workstation Wizard opens at the Welcome screen. 4 Click Next to continue and the Select Users screen is presented: 5 Select the required User Group node in the tree; the users associated with that node are displayed alongside, including any sub-groups. 6 Select the user (or users) to be assigned to the workstation. To add entries to the Selected users list: a Highlight the required user in the Available users list. b Click the Add > button; the user is moved to the Selected users list. c Repeat for each user required. To remove users from the Selected users list: a Highlight the required user in the Selected users list. b Click the < Remove button; the user is moved to the Available users list. c Repeat for each user required. To move all users to the Selected users list, click the Add All >> button. Chapter 6: NICE Inform User Administration 263

264 To move all users from the Selected users list, click the << Remove All button. TIP: If you wish to select all but one or two users, click the Add All >> button to move all users to the Selected users list, then remove the users not required. The Quick Search facility enables you to find the required user. Enter the required text in the box and click Go. The search will return all users within the node who have that text as part of their name. The search is NOT case-sensitive. 7 Click the Next button to continue and the Summary screen is presented displaying all the users that have been assigned to the workstation. 8 Click the Finish button to close the wizard. The user is now added to the Allowed Users table associated to the workstation hostname. 9 Click the Save button. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Once the user (or users) has been assigned to the workstation, you have to ensure that the user(s) no longer has full access rights to all workstations connecting to NICE Inform. To perform this function of restricting the user(s) you will need to edit the user details using the Allowed Workstations section within the Inform User page. Also within the Allowed Workstations section, you can assign a workstation to a user (see Assigning a workstation to a user). Double clicking a user in the Allowed Users list takes you to the Inform Users page where you can edit the user s details (see Editing user details). Removing a user from a workstation Specific terminology is used when navigating the tree pane to remove a user from a workstation. For help with this terminology, see Tree structure terminology. To remove a user (or users) from a workstation: 1 In the tree pane, select the Organization node and click the Workstations tab. The Workstations page is presented. 2 All the known workstation hostnames are available for selection within the Workstations table. 3 Select the required workstation. All the users that have been assigned to this workstation are listed below in the Allowed Users table. 4 Select the user to be removed from the workstation. 5 Click the Remove button. A disclaimer message is presented confirming the removal. 6 Click the Yes button. 7 Click the Save button. The user will now be removed from the Allowed Users table. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Chapter 6: NICE Inform User Administration 264

265 Users Adding a new user to the system Specific terminology is used when navigating the tree pane to add a new user to the system. For help with this terminology, see Tree structure terminology. To add a new user to the system: 1 Either: In the tree pane, select the All Users node. Click the New button and select New User from the drop-down menu. The New User Wizard opens at the Welcome screen. If a user group is selected prior to adding a new user then the user will be added to that group. -or- In the tree pane, select the All Users node. Click the General tab and the General page is presented: 2 Click the New button and the New User Wizard opens at the Welcome screen. 3 At the Welcome screen, click Next to continue. 4 At the General Information screen, enter the User's First and Last names in the associated text-boxes: Chapter 6: NICE Inform User Administration 265

266 Both the First name and Last name fields are mandatory. 5 Click the Next button to continue. 6 At the NICE Inform User Identification screen: a Type the required username for this user. Chapter 6: NICE Inform User Administration 266

267 b Click the Set button; the Set Password dialog is presented: c Type and retype the required password for this user, noting the rules for passwords (see Changing your password in the Getting Started chapter). Click the OK button on completion. The screen will close if the details have been entered correctly; otherwise an error message is displayed. In this case, you will be required to re-type both entries. If the second password feature has been enabled, then this will need to be set too. For help regarding activating the second password, see Setting Security in the System Security section. The options set here override the system settings previously set. d On completion, click the Next button. 7 At the Attach Profile (optional) screen: a Select the required profile; the details for that profile are listed as read-only in the adjacent panel. Chapter 6: NICE Inform User Administration 267

268 b On completion, click the Next button. 8 You are then presented with a Summary screen of the details you have just entered for this user. If you wish to change anything, click the Back button until you reach the required screen, then make the required changes. Otherwise, click Finish to add the new user. Editing user details Specific terminology is used when navigating the tree pane to edit user details. For help with this terminology, see Tree structure terminology. To edit the details of an existing user: 1 In the tree pane, select either: The All Users node, -or- The group to which the user belongs, -or- Use the Search facility to find the required user (see Searching for users, user groups and profiles). 2 Double-click the required user from the list in the right-hand pane. The User Details tabbed pages are displayed. Some tabs are 'grayed out' as the pages are not viewable; other pages can be viewed, but are not editable, as described in the following paragraphs. 3 Click the tab of the page you wish to view; these pages are summarized in the following paragraphs. If you wish to make further changes, click the Save button to save the current changes, then click the tab for the next page you wish to view. Otherwise, click the Close button to finish. General page At the General page, over type the existing details, First name and/or Last name, as required. Chapter 6: NICE Inform User Administration 268

269 Inform User page At the Inform User page, make the required changes: Login Details Username - over type the existing name. Password - click the Set button to display the Set Password dialog: Chapter 6: NICE Inform User Administration 269

270 Type and retype the new password, then click OK to close the dialog. An error message will be displayed if you have not entered the password correctly. Second password - Click the Set button to display the Set Second Password dialog: Password Options Account Options Type and retype the new password, then click OK to close the dialog. An error message will be displayed if you have not entered the password correctly. This feature is only available when the Require second password box is checked within the Account Options section below. If not, the Set button is 'grayed out'. Select either the Use System password settings option or select the User specific option and edit the settings as required. When User specific is selected the following options are configurable for the individual user: Password never expires - the password the user uses to login to NICE Inform will never expire. Expires in - enter the number of days that the password is due to expire. User cannot change password - check this box and the individual user will not be able to change their password. User must change password at next login - check this box and the next time this user logs in they must change their password. Select either the Use System account settings option or select the User specific option and edit the settings as required. When User specific is selected the following options are configurable for the individual user: User is never automatically logged out - The user will never be automatically logged out of NICE Inform. Chapter 6: NICE Inform User Administration 270

271 Allowed Workstations Profile page Auto logout after - enter the number of minutes before the user will be automatically logged out when idle. Require second password - check this box and the Set Second password option (above) will need to be configured by clicking on the Set button. Further account options include: User locked permanently locked out - check the box and the associated user's account is permanently locked. When the user tries to log in to NICE Inform they will be presented with an account locked dialogue message. User automatically locked out - If this feature is enabled it is because either the user has entered their username and/or password incorrectly too many times or their account has been inactive for too long. Un-tick this box to re-enable their account so they can login again. The location to configure all user account settings is within the Security page at the Organization level. For help changing these account settings, see Setting security. Full access - un-check the box (default checked) and this user can no longer connect to NICE Inform using all available workstations. The user can now ONLY connect from allowed workstations. Assigning a workstation to a user can be performed here using the Assign Workstations to User Wizard. When un-checking the Full access box, the Workstations section becomes active. Options configurable for the individual user are: Assign - assigns workstations to a user (see Assigning a workstation to a user). Remove - removes workstations from a user (see Removing a workstation from a user). You will be required to save any changes before you exit the page either by clicking another tab or by clicking the Save button. Chapter 6: NICE Inform User Administration 271

272 The Profile page is predominantly read-only apart from the options to attach a new profile to a user (see Attaching a profile to a user) and remove a profile from a user (see Removing a profile from a user). It displays the profile(s) attached to the selected user. To exit, click another tab or click the Close button to finish. Resources page The Resources page provides a read only (non-editable) view of all the resources attached to the selected user. To exit, click another tab or click the Close button to finish. The Save and Cancel buttons are inactive on the Resources page. Deleting a user Specific terminology is used when navigating the tree pane to delete a user. For help with this terminology, see Tree structure terminology. To delete a user from the system: 1 In the tree pane, select the All Users node and click the General tab. The General page is presented: 2 Select a user or a group of users (using Microsoft Windows standard Shift and Ctrl methods) for deletion within the Group Members table. 3 Click the Delete button. A disclaimer message is presented confirming the deletion. 4 Click the Yes button. 5 Click the Save button. 6 A Wizard Progress dialog is presented informing you that any changes to the user (or users) have been saved. 7 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly the deletion process completes, unless an error has occurred, -or- Once the deletion process is complete, click the Close button to close the dialog. Chapter 6: NICE Inform User Administration 272

273 The user (or users) will now be deleted from the system and will appear in the Non Active Users list (see Non active users). Non active users Specific terminology is used when navigating the tree pane to view all non active users. For help with this terminology, see Tree structure terminology. Users that have been deleted from the system (see Deleting a user) are displayed within the Non Active Users group. To view all non active users: 1 In the tree pane, expand the All Users node and select the Non Active Users node. 2 All the non active users are displayed in the Group Members list within the General page: You CANNOT edit the Group name and Description text-boxes. Reactivating non active users To change a users' status back from inactive to active: 1 Select the user from the Group members list: 2 Click the Activate button. 3 On completion, click the Save button. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Chapter 6: NICE Inform User Administration 273

274 Assigning a workstation to a user Specific terminology is used when navigating the tree pane to assign a workstation to a user. For help with this terminology, see Tree structure terminology. To assign a workstation to a user: 1 In the tree pane, select either: The All Users node, -or- The group to which the user belongs, -or- Use the Search facility to find the required user (see Searching for users, user groups & profiles). 2 Double-click the required user from the list in the right-hand pane. 3 Click the Inform User tab and the Inform User page is presented 4 In the Allowed Workstations section, un-check the Full access box. Leaving the Full access checked means this user can access NICE Inform using any client workstation. 5 In the Workstations section, click the Assign button. The Assign Workstations to User Wizard opens at the Welcome screen. 6 Click the Next button to continue and the Select Workstations screen is presented: 7 Select the required workstation(s) from the Available workstations list and add them to the Selected Workstations list. Chapter 6: NICE Inform User Administration 274

275 To add entries to the Selected workstations list: a Highlight the required entry in the Available workstations list. b Click the Add > button; the entry is moved to the Selected workstations list. c Repeat for each item required. To remove entries from the Selected workstations list: a Highlight the required entry in the Selected workstations list. b Click the < Remove button; the entry is moved to the Available workstations list. c Repeat for each item required. To move all entries to the Selected workstations list, click the Add All >> button. To move all entries from the Selected workstations list, click the << Remove All button. TIP: If you wish to select all but one or two workstations, click the Add All >> button to move all workstations to the Selected workstations list, then remove the workstations not required. Any workstations that have already been assigned to the user are already displayed in the Selected workstations list. You can move them back to the Available workstations list which will remove them from the Workstations table in the Inform User page. 8 Click the Next button to continue and the Summary screen is presented displaying the workstation(s) assigned to the user. 9 Click the Finish button to close the wizard followed by the Save button. The workstation(s) will now be assigned to the user. It is also possible to assign a user to a workstation within the Workstations page at the Organization level (see Assigning a user to a workstation). Removing a workstation from a user To remove a workstation from a user: 1 In the tree pane, select either: The All Users node, -or- The group to which the user belongs, -or- Use the Search facility to find the required user (see Searching for users, users groups & profiles). 2 Double-click the required user from the list in the right-hand pane. 3 Click the Inform User tab and the Inform User page is presented. 4 In the Allowed Workstations section, un-check the Full access box. 5 Select the workstation that is to be removed from the user from the Workstations list. 6 Click the Remove button followed by the Save button. Chapter 6: NICE Inform User Administration 275

276 7 The workstation is now removed from the user. If this is the last workstation (or only workstation) removed for this user then a confirmation message is presented. With no allowed workstations, the user will not be able to access NICE Inform from any workstations known to the system: Click No to keep the remaining workstation, -or- Click Yes and the remaining workstation will be removed from the user. The Workstation that is currently being used CANNOT be removed from an administrator account. Importing users from a CSV file Specific terminology is used when navigating the tree pane to import users from a CSV file. For help with this terminology, see Tree structure terminology. Users can be imported from a CSV file into NICE Inform using the Import Users Wizard. This method is quicker if you require adding multiple users at one time compared to adding users individually via the New User Wizard (see Adding a new user to the system). Import users template Provided is an XLS template for you to enter the relevant details for all the users that you wish to import into NICE Inform. The template includes an example user and notes to provide guidance when entering your users' details. Ensure that when entering the users' details such as the name of the profile and user group is in the same case i.e. when adding a user into the Organizer profile ensure that you enter an upper case 'O'. Once you have entered all the users in to the template you MUST ensure that it is saved as a.csv file before you can import it into the Import Users Wizard. If you are unable to open the XLS template then a CSV template is provided. The XLS and CSV templates can be found on the NICE Inform DVD in the following location: D:\Documentation\Application Help\en\UserAdmin\ImportTemplates\en (where D:/ is your DVD ROM drive). Chapter 6: NICE Inform User Administration 276

277 Importing users If you have just created a new user group and/or created a new profile you MUST log out of NICE Inform and back in before importing new users into the system. To import users to the system: 1 In the tree pane, select the All Users node. 2 Click the General tab and the General page is presented: 3 Click the Import button and the Import Users Wizard opens at the Welcome screen. Click Next to continue. 4 At the Select Users File screen either: Chapter 6: NICE Inform User Administration 277

278 Click the Browse button and browse to the location of your created users' CSV file and click Open, -or- Type the path for the CSV file into the text-box provided. 5 Check that the path displayed for the CSV users file is correct and click Next to continue. A Wizard Progress dialog is presented providing a summary of the users' validation process. 6 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the validation process completes, unless an error has occurred, -or- Once the validation process is complete, click the Close button to close the dialog. 7 At the Summary screen, the following information is displayed: The number of users that will be imported out of the total number requested. Any users that failed the validation process and that cannot be imported are displayed in the accompanying table. The Validation failure column provides a basic description as to the failure and the Field value column displays the text in the field that failed the validation. Examples why importing a user may fail the validation process: The user is being added to a user group that does not exist. The user is being attached to a profile that does not exist. The user being imported has the same name as a current user. 8 Click the Finish button to import the users and a Wizard Progress dialog is presented providing a summary of the imported users. Chapter 6: NICE Inform User Administration 278

279 9 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the import process completes, unless an error has occurred, -or- Once the import process is complete, click the Close button to close the dialog. 10 The users are now shown in the table in the General page and associated to the user groups and profiles that you have defined. If you import a user (or users) with a second password set but the Require second password option is not enabled in the Security page within NICE Inform User Administration, the second password is NOT imported with the users' details. Creating a new user group Specific terminology is used when navigating the tree pane to create a new user group. For help with this terminology, see Tree structure terminology. To create a new user group: 1 In the tree pane, select All Users node or a user group (not including the Non Active Users or Administrators group). The new group will be created as a sub-group of the one selected. 2 Click the New button and select New User Group from the drop-down menu. The New User Group Wizard opens at the Welcome screen. Click Next to continue. 3 At the Group Name and Description screen, type in the Name of the new group (mandatory) and Description (if required): Chapter 6: NICE Inform User Administration 279

280 4 Click Next to continue. 5 At the Add Users (Optional) screen: a Select the required user group node in the tree; the users associated with that node are displayed alongside, including any sub-groups. The Quick Search facility enables you to find the required user. Enter the required text in the box and click Go. The search will return all users within the node who have that text as part of their name. The search is NOT case-sensitive. b Select the required user(s) to add to the user group. To add entries to the Selected users list: i Highlight the required user in the Available users list. ii Click the Add > button; the user is moved to the Selected users list. iii Repeat for each user required. To remove users from the Selected users list: i Highlight the required user in the Selected users list. ii Click the < Remove button; the user is moved to the Available users list. iii Repeat for each user required. To move all users to the Selected users list, click the Add All >> button. To move all users from the Selected users list, click the << Remove All button. TIP: If you wish to select all but one or two users, click the Add All >> button to move all users to the Selected users list, then remove the users not required. 6 Click Next to continue. 7 At the Attach Resources (Optional) screen: Chapter 6: NICE Inform User Administration 280

281 a b Select either Recording Systems or Resource Groups, as required. The associated boxes show the recording systems or resource groups that have been created. Select the required node in the tree; the items associated with that node are displayed in the Available items window. The Quick Search facility enables you to find the required user. Enter the required text in the box and click Go. The search will return all users within the node who have that text as part of their name. The search is NOT case-sensitive. c Select the required resource(s) to attach to the user group. To add entries to the Selected resources list: i Highlight the required entry in the Available resources list. ii Click the Add > button; the entry is moved to the Selected resources list. iii Repeat for each entry required. To remove entries from the Selected resources list: i Highlight the required entry in the Selected resources list. ii Click the < Remove button; the entry is moved to the Available resources list. iii Repeat for each entry required. To move all entries to the Selected resources list, click the Add All >> button. To move all entries to the Available resources list, click the << Remove All button. TIP: If you wish to select all but one or two resources, click the Add All >> button to move all resources to the Selected resources list, then remove the resources not required. d Click Next to continue. 8 You are then presented with a Summary screen of the details you have just entered for this new user group. If you wish to change anything, click the Back button until you reach the required screen. Otherwise, click Finish to add the new user group. Chapter 6: NICE Inform User Administration 281

282 Editing a user group Specific terminology is used when navigating the tree pane to edit a user group. For help with this terminology, see Tree structure terminology. To edit an existing user group: 1 In the tree pane, either: Select the All Users node, or expand the All users node and select either the Administrators or a custom user group node, -or- Use the Search facility to find the required user group (see Searching for users, user groups and profiles). 2 In the right-hand pane, two tabbed pages are available for editing: the General page and the Resources page. Click the tab of the page you wish to view. The pages are summarized in the following sections: General page At the General page: 1 Overtype the existing details, Group name and/or Description, as required. You CANNOT edit the Group name and Description text-boxes within a 'custom' user group. 2 Change/edit the users within the user group as required: Show non active/hide non active - click the Show non active/hide non active button to display/hide all non active users within the Group Members table. In the table, active users are show with an icon and non active users are shown with an icon. The Show non active/hide non active selected the All Users node. button is ONLY available when you have Chapter 6: NICE Inform User Administration 282

283 Set as manager/remove as manager - to set/remove a user as a manager, select the user from within the Group Members table and click the Set as manager/remove as NOTES: manager button. The Set as manager/remove as manager button is ONLY available when you have selected a 'custom' user group node. You CANNOT remove manager status from yourself unless you are an Administrator. This user will now have manager status within this group which allows the user to: View all users in this user group. Create a new user for this user group (see Adding a new user to the system). Create a new sub user group (see Creating a new user group). Move this user group (see Moving a user group). Set a user as a Manager. Add user group members to this user group (see Adding user group members). Remove user group members (see below). Edit this user group name. Attach resources to this user group (see Attaching resources to a user group). Remove resources from this user group (see below). Once set as a manager, the user will be displayed in the Group Members table with a red star next to his/her name. Add - click this button and the Add Group Members Wizard starts so you can add user group members to the selected group (see Adding user group members). Remove - to remove a user from the selected user group, select the required user for removal from the Group Members table and click the Remove button. Click the Yes button to the resulting confirmation message. The user will now be removed from the user group. NOTES: The Add and Remove buttons are ONLY displayed within the Administrators group and 'custom' user groups nodes. You CANNOT remove the Default Administrator account from the Administrators group. New - invokes the New User Wizard whereby you can add a new user to the system (see Adding a new user to the system). Delete - to delete a user from the system, select the required user for deletion from the Group Members table and click the Delete button. Click the Yes button to the resulting confirmation message. The user will now be removed from the system. Import - invokes the Import Users Wizard, whereby you can import users from a CSV file in to the system (see Importing users from a CSV file). The New, Delete and Import buttons are ONLY displayed within the All Users group node. 3 Change existing group member's details; double-click the required user to invoke the User Details pages, see Editing a User (see Editing user details). Chapter 6: NICE Inform User Administration 283

284 4 On completion, click the Save button. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Resources page At the Resources page: Click the Attach button to attach additional resources to a user group; the Attach Resources Wizard is invoked (see Attaching resources to a user group). Once a user has been added to a user group, the resources are assigned to that user and its sub groups. Click the Remove button to detach the required resource(s) from the group. To remove resources from the user group: 1 Select the required resource or resources (using Microsoft Windows standard Shift and Ctrl methods). A disclaimer message is presented confirming the removal. 2 Click the Yes button. 3 The resource(s) will now be removed from the user group. You can ONLY remove resource(s) directly attached to the current group. In the instance that you are trying to remove resources assigned to sub groups then you will be presented with a message informing you that you cannot remove the resource(s). Click OK and the resource(s) will NOT be removed. Click the Show resource pairs button to display any paired resources in the resources table. Paired resources are used for parallel recording in resilient systems (see Adding an NLS resource manually or editing an NLS resource within the NICE System Administration chapter). Chapter 6: NICE Inform User Administration 284

285 Adding user group members Specific terminology is used when navigating the tree pane to add user group members. For help with this terminology, see Tree structure terminology. To add members to a user group: 1 In the tree pane, expand the All Users node and select the User Group to which the members are to be added. 2 Click the General tab and the General page is presented: 3 In the Group Members table, click the Add button. The Add User Group Members Wizard opens at the Welcome screen. Click Next to continue. 4 At the Select Users screen: Chapter 6: NICE Inform User Administration 285

286 a Select the required user group where the user(s) are to be added from. The Quick Search facility enables you to find the required user. Enter the required text in the box and click Go. The search will return all users within the node who have that text as part of their name. The search is NOT case-sensitive. b Select the required users. To add entries to the Selected users list: i Highlight the required user in the Available users list. ii Click the Add > button; the user is moved to the Selected users list. iii Repeat for each user required. To remove users from the Selected users list: i Highlight the required user in the Selected users list. ii Click the < Remove button; the user is moved to the Available users list. iii Repeat for each user required. To move all users to the Selected users list, click the Add All >> button. To move all users from the Selected users list, click the << Remove All button. TIP: If you wish to select all but one or two users, click the Add All >> button to move all users to the Selected users list, then remove the users not required. c Click Next to continue. 5 You are then presented with a Summary screen showing you a list of users you have selected for this group. If you wish to change anything, click the Back button until you reach the required screen. Otherwise, click Finish followed by Save to add the members to the group. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Moving a user group Specific terminology is used when navigating the tree pane to move a user group. For help with this terminology, see Tree structure terminology. The Move feature allows you to move a user group and its sub-groups (if any) from one node in the tree to another. To move a user group: 1 In the tree pane, expand the All Users node and select the User Group to be moved. 2 In the button bar, click the Move button. 3 The Move Group dialog is presented showing the tree structure of the user groups that you have privilege to see: Chapter 6: NICE Inform User Administration 286

287 4 Select the required group as the new parent group, and click the OK button. The group is moved, together with all its sub groups, members and resources to the new location. Deleting a user group Specific terminology is used when navigating the tree pane to delete a user group. For help with this terminology, see Tree structure terminology. To delete a user group: 1 In the tree pane, expand the All Users node and select the User Group to be deleted. 2 Click the Delete button. A disclaimer message is presented confirming the deletion. 3 Click the Yes button. 4 The user group will now be deleted. If there are any users associated to this user group then a disclaimer message is presented. Users have to be removed first before the user group can be deleted. For help removing users from a user group, see Editing a user group. If there are any sub groups associated to this user group then a disclaimer message is presented. Sub groups have to be deleted first before the user group can be deleted. Attaching a user to a profile Specific terminology is used when navigating the tree pane to attach a user to a profile. For help with this terminology, see Tree structure terminology. To attach a user (or users) to a created profile: 1 In the tree pane, expand the Profiles node and select the required Profile node. 2 Click the Users tab and the Users page is presented: Chapter 6: NICE Inform User Administration 287

288 3 Click the Attach button. The Attach Users to Profile Wizard opens at the Welcome screen. Click Next to continue. 4 At the Select Users screen: a Select the required User Group node in the tree; the users associated with that node are displayed alongside, including any sub groups. The Quick Search facility enables you to find the required user(s). Enter the required text in the box and click Go. The search will return all users within the node that have that text as part of their name. The search is NOT case-sensitive. b Select the required users. To add entries to the Selected users list: i Highlight the required user in the Available users list. ii Click the Add > button; the user is moved to the Selected users list. iii Repeat for each user required. To remove users from the Selected users list: i Highlight the required user in the Selected users list. ii Click the < Remove button; the user is moved to the Available users list. iii Repeat for each user required. To move all users to the Selected users list, click the Add All >> button. To move all users from the Selected users list, click the << Remove All button. Chapter 6: NICE Inform User Administration 288

289 TIP: If you wish to select all but one or two users, click the Add All >> button to move all users to the Selected users list, then remove the users not required. c Click Next to continue. 5 You are then presented with a Summary screen. Check that the correct users (or users) are to be added to the correct profile. Once satisfied, click Finish. If any of the information within the Summary screen is incorrect, click the Back button to make any changes. 6 Click the Save button. The user (or users) are now located in the Users list associated to the profile. Removing a user from a profile Specific terminology is used when navigating the tree pane to remove a user from a profile. For help with this terminology, see Tree structure terminology. To remove a user from a profile: 1 In the tree pane, expand the Profiles node and select the required Profile node. 2 Click the Users tab and the Users page is presented: 3 In the Users list, select the user to be removed from the profile. 4 Click the Remove button. A disclaimer message is presented confirming the removal. 5 Click the Yes button. 6 Click the Save button. The user is now removed from the Users list associated to the profile. You CANNOT remove the default Administrator account from the Administrator profile. Chapter 6: NICE Inform User Administration 289

290 Profiles Application privileges Verify As a System Administrator, when creating a new profile (see Creating a new profile) or editing a profile see (Editing a profile), there are a number of application privileges that can be set. On some system configurations, not all features are installed. Therefore, some application privileges will not do anything. Each section below identifies all NICE Inform applications. All application privileges are described as well within each section. Application privilege Description Use Verify application Change resource selection Time period to search Enables access to the NICE Inform Verify application. Enables you to change what resources you can select in order to search against within the NICE Inform Verify application. Enables you to configure (when clicking the Edit button) the time period you can search back to replay calls. Monitor Application privilege Description Use Monitor Application Review recent calls Time period to search Enables access to the Monitor application. Enables access to review recent calls. Enables you to configure (when clicking the Edit button) the time period you can search back to replay recent calls. Reconstruction Application privilege Description Use Reconstruction application Enables access to the Reconstruction application. Search and playback audio recordings Search and playback video recordings View annotations Enables the search and playback of audio recordings. Enables the search and playback of video recordings. Enables read-only access to view created annotations. Chapter 6: NICE Inform User Administration 290

291 Add and view annotations Enables access to add and view annotations. Save and scenarios Print results Enables access to save scenarios (selected recordings) from which they can be ed. Enables access to the Printing Wizard. Retrieve recordings from removable media Enables access to playback recordings from an off-line storage device. Save and use public searches Use public saved searches Save and use private searches Use private saved searches Perform Inserter table searches Enables access to save public searches and for access to use public searches (including edit & delete). Enables only the use of a saved public search and NOT access to edit or delete the saved search. Enables access to save private searches and for access to use private searches (including edit & delete). Enables only the use of a saved private search and NOT access to edit or delete the saved search. Enables access to perform an Inserter search. View paired secondary resources Add to Organizer Enables access to change the paired results view in Timeline display and Results Table. Enables access to be able to add recordings to NICE Inform Organizer either via the Add to Organizer Wizard or Smart Transfer to Organizer Wizard. You can select the level of control (by clicking the Edit button) when using the Add to Organizer Wizard. You can select either: Full control - you can add ALL recordings to NICE Inform Organizer using the Add to Organizer Wizard. -or- Between markers only - you can ONLY add recordings that are between playback markers to NICE Inform Organizer when using the Add to Organizer Wizard. Organizer Application privilege Description Use Organizer application Enables access to the Organizer application. Playback Reconstruction Content Enables the playback of Reconstruction Content (using the Playback control with the Reconstruction Content List page). Add, edit and delete incident folders Enables access to create, edit and delete created incident folders. Chapter 6: NICE Inform User Administration 291

292 Edit existing folders Enables access to edit incident folders but NOT delete. If the Add, edit and delete incident folders privilege is enabled, it over-rides this privilege. Add and remove Related Material Enables access to add and remove Related Material for any incident. Distribute and export incident folders Edit incident access privileges Enables access to export incident folders and distribute incident folders. You can select the level of control (by clicking the Edit button) when distributing incident folders. You can select either: Full control - you can distribute whole incidents, incident folders, or any partial selection within an incident (e.g. a recording (or recordings) or a file (or files)), -or- Whole incident folders only - you can ONLY distribute whole incidents or incident folders. Enables changing the access privileges for the selected incident. Manage incident profiles Enables access to create, edit and delete Distribution Profiles. Create EMC Centera locked copies Allow Media Player distribution without password Create Inform Media Player distributions Copy data between incidents Delete Reconstruction Content Enables access to create an incident snapshot whereby incidents are copied and locked. This feature is ONLY available when NICE Inform Organizer is setup with an EMC Centera device for its incident storage. Enables access to create a distribution in NICE Inform Media Player format without a password. Enables access to create a distribution in NICE Inform Media Player format. Enables you to configure (when clicking the Edit button) the level of control when copying Reconstruction Content (recordings) between incidents. You can select either: Full control - you can copy all Reconstruction Content between incidents, -or- Between markers only - you can ONLY copy Reconstruction Content that is between playback markers. Enables access to delete Reconstruction Content from an incident. Audit Application privilege Description Use Audit application Enables access to the Audit application. Chapter 6: NICE Inform User Administration 292

293 User Administration Application privilege Description Use User Administration application Enables access to the User Administration application. Add, edit and delete users Edit users Enables access to add, edit and delete users. The user has to be a part of the Administrators group for this privilege to be enabled. Enables access to edit user details but NOT delete. If the Add, edit, delete users privilege is enabled, it over-rides this privilege. Add, edit and delete user groups Manage the contents of user groups Add, edit and delete application profiles Edit application profiles Assign and remove resource permissions Configure password security parameters Enables access to add, edit and delete user groups. Enables access to add and remove users from within user groups. Enables access to create, edit and delete created application profiles. It is NOT possible to add, edit or delete system generated profiles i.e. Organizer, Reconstruction. Enables access to edit existing application profiles. If the Add, edit, delete application profiles privilege is enabled, it over-rides this privilege. It is NOT possible to add, edit system generated profiles i.e. Organizer, Reconstruction. Enables the attachment and removal of resources to user groups. Enables access to change the global password security parameters. Configure account security parameters Enables access to change the global account security parameters. System Administration Application privilege Description Use System Administration application Enables access to the System Administration application. Add, edit and delete sites Add, edit and delete Inform servers Enables access to edit NICE Inform sites. Adding and deleting a NICE Inform site is a future feature Enables access to edit Inform server settings. Adding and deleting Inform servers is a future feature. Chapter 6: NICE Inform User Administration 293

294 Add, edit and delete resource groups Manage the contents of resource groups Add, edit and delete recording systems Manage backups and schedules Enables access to create, edit and delete resource groups. Enables access to edit the contents of existing Resource Groups. If the Add, edit, delete application resource groups privilege is enabled, it over-rides this privilege. Enables access to add, edit and delete recording systems. The user has to be a part of the Administrators group for this privilege to be enabled. Enables access to add, edit and delete backup schedules and perform onetime & recurring backups. Import and export resources from/to file Import resources from a system Import license file Enables access to import and export resource definitions from a CSV file. The user has to be a part of the Administrators group for this privilege to be enabled. Enables the ability to import resources from a connected recording system The user has to be a part of the Administrators group for this privilege to be enabled. Enables access to import a license file. Configure audit parameters Enables access to edit the audit database management parameters. Configure Inform server settings Configure resilient Inform servers Configure CLS replication Enables access to configure all general Inform server settings. Enables access to configure a resilient Inform system. Enables access to configure CLS replication. Use Maintenance Mode Enables access to the Maintenance mode. Configure EMC Centera Enables access to configure EMC Centera connections. Add, edit and delete workstations Add, edit and delete Inform positions Configure logger settings Enables access to add, edit and delete workstations. Enables access to create, edit and delete Inform positions. Enables access to configure the settings for the logger. Manage logger backup Enables access to manage logger backups. Configure Perform Storage Centers Enables access to configure NICE Perform Storage Centers. Chapter 6: NICE Inform User Administration 294

295 Configure security key servers Enables access to configure security key servers Creating a new profile Use the New Profile Wizard to create a new custom profile with the applications and associated privileges that you require. Once created, you can attach a user to this profile (see Attaching a user to a profile). To create a new profile: 1 In the tree pane, select the Profiles node and click the New button. Select New Profile from the drop-down menu. 2 The New Profile Wizard opens at the Welcome screen. Click Next to continue. 3 At the Profile Name and Description screen, type in the Name of the new profile (mandatory) and Description (if required). 4 Click Next to continue and the Application Privileges screen is presented: Chapter 6: NICE Inform User Administration 295

296 5 Set the required applications and associated privileges for the new profile. 6 Allocate the Application Privileges that will apply to this profile by either: Checking the associated check-boxes. For help regarding what each application privilege means, see Application privileges. To select all application privileges click the Select All button and to deselect all privileges, click the Clear All button. -or- Select the required application privilege and: a Click the Edit button. The Edit Privilege Parameter dialog is presented: b Check the Enable privilege check-box. Chapter 6: NICE Inform User Administration 296

297 If there is a parameter set within the Privilege parameters column then this can be edited. Select the application privilege and click the Edit button. The Edit Privilege Parameter dialog is presented with an extra drop-down box to select the value for this parameter. c Click the OK button to continue. 7 On completion, click the Next button. 8 You are then presented with the Summary screen showing the details you have just entered for this profile. If you wish to change anything, click the Back button until you reach the required screen. Otherwise, click Finish to add the new profile. Editing a profile Specific terminology is used when navigating the tree pane to edit a profile. For help with this terminology, see Tree structure terminology. To edit an existing profile: 1 In the tree pane, expand the Profiles node and select the required Profile node. 2 Click the General tab and the General page is presented: 3 Edit the Profile name and Description using the associated text-boxes as required. Chapter 6: NICE Inform User Administration 297

298 4 Update the Applications that will apply to this profile by checking/un-checking the associated check-boxes as required. 5 Update the Application Privileges that will apply to this profile as required by either: Checking/un-checking the associated check-boxes. For help regarding what each application privilege means, see Application privileges. To select all application privileges click the Select All button and to deselect all privileges, click the Clear All button. -or- Select the required application privilege and: a Click the Edit button. The Edit Privilege Parameter dialog is presented: b Check the Enable privilege check-box. If there is a parameter set within the Privilege parameters column then this can be edited. Select the application privilege and click the Edit button. The Edit Privilege Parameter dialog is presented with an extra drop-down box to select the value for this parameter. c Check the Enable privilege check-box Click the OK button to continue. 6 On completion, click the Save button. Chapter 6: NICE Inform User Administration 298

299 NOTES: Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. You CANNOT edit the Profile and Description text-boxes within the Administrators profile. There is also a Users page available when editing a profile. Here you can attach a profile to a user (see Attaching a profile to a user) and remove a user from a profile (see Removing a user from a profile). Chapter 6: NICE Inform User Administration 299

300 Deleting a profile Specific terminology is used when navigating the tree pane to delete a profile. For help with this terminology, see Tree structure terminology. To delete a profile: 1 In the tree pane, expand the Profiles node and select the required Profile node for deletion. 2 In the button bar, click the Delete button. A disclaimer message is presented confirming the deletion. 3 Click the Yes button. You CANNOT delete the Administrators profile. The profile will now be deleted. Attaching a profile to a user Specific terminology is used when navigating the tree pane to attach a profile to a user. For help with this terminology, see Tree structure terminology. To attach a profile to a user: 1 In the tree pane, select the All Users node and click the General tab. The General page is presented. 2 Select the User from the Group Members table and double click. 3 Click the Profile tab and the Profile page is presented: 4 Click the Attach button and the Attach Profile Wizard opens at the Welcome screen. Click Next to continue. 5 At the Select Profile screen: Chapter 6: NICE Inform User Administration 300

301 a b Select the required profile; the details for that profile are listed as read-only in the adjacent panel. On completion, click the Next button. 6 You are then presented with a Summary screen of the details you have just entered for this user. If you wish to change anything, click the Back button until you reach the required screen. Otherwise, click Finish. 7 Click the Save button. The profile will now be attached to the user. Removing a profile from a user Specific terminology is used when navigating the tree pane to remove a profile from a user. For help with this terminology, see Tree structure terminology. To remove a profile from a user: 1 In the tree pane, select the All Users node and click the General tab. The General page is presented. 2 Select the User from the Group Members table and double click. 3 Click the Profile tab and the Profile page is presented: Chapter 6: NICE Inform User Administration 301

302 4 Within the Attached Profile table, select the required profile to be removed from the user. 5 Click the Remove button. A disclaimer message is presented confirming the removal. 6 Click the Save button. The profile is now removed from the Attached Profiles list associated to the user. Searching Searching for users, user groups & profiles The User Administration search facility enables you to find Users, user groups, profiles and descriptions quickly and easily. To use the search facility: 1 Click the Search button above the tree structure. The Search dialog box opens: 2 In the Search text-box, type the required text; wildcard characters can be used: The following wildcard characters are supported: Chapter 6: NICE Inform User Administration 302

303 % for anything, e.g. WATER% will find items that contain the terms "WATER"; "waterfall", "waterproof", etc. %WATER will find items that end in "WATER"; "freshwater", "breakwater", etc. "%WATER%" will return any item containing the term "WATER". The '%' cannot be the only character in the term.? for a single character, e.g. "90?10" will find the terms "90110", "90210", "90310", "90A10", etc. The question mark cannot be the only character in the term. Searches are NOT case sensitive. 3 Check the required option(s): Users, User Groups, Profiles, and Include descriptions in search. By default, one option is selected whenever the dialog opens, depending on which entry in the tree you have selected. However, you can select more than one option. 4 On completion, click the OK button and the Search Results page is presented displaying all the hits associated to your search in the Results table. To view details, double click anywhere in the associated column in the Results table. Resources Attaching resources to a user group Specific terminology is used when navigating the tree pane to attach resources to a user group. For help with this terminology, see Tree structure terminology. To attach resources to a user group: 1 In the tree pane, expand the All Users node and select the required User Group node. 2 Click the Resources tab and click the View all resources link. After a period of time (which depends on how many resources are associated with the selected group), the associated resources are listed in the Resources page: 3 Click the Attach button. The Attach Resources Wizard opens at the Welcome screen. 4 Click Next to continue. 5 At the Attach Resources screen, select the resources you wish to add to the group. Chapter 6: NICE Inform User Administration 303

304 6 Either: Click the Recording systems radio button to attach a recording system. Select the required resources. -or- Click the Resource groups radio button to attach a resource group or resources from within a group: To add a resource group, select the Resource Groups node in the Groups tree and then select the resources you wish to add. To add resources from within a resource group, select the individual resource group from the Groups tree and then select the resources you wish to add. To add entries to the Selected resources list: a Highlight the required entry in the Available resources list. b Click the Add > button; the entry is moved to the Selected resources list. c Repeat for each entry required. To remove entries from the Selected resources list: a Highlight the required entry in the Selected resources list. b Click the < Remove button; the entry is moved to the Available resources list. c Repeat for each entry required. To move all entries to the Selected resources list, click the Add All >> button. To move all entries from the Selected resources list, click the << Remove All button. TIP: If you wish to select all but one or two resources, click the Add All >> button to move all resources to the Selected resources list, then remove the resources not required. Chapter 6: NICE Inform User Administration 304

305 The Quick Search facility enables you to find the required item(s). Enter the required text in the box and click Go. The search will return all the items within the node that have that text as part of their name. The search is NOT case-sensitive. 7 On completion click Next. You can attach a mixture of both types of resource by selecting those you require from one type and clicking Add, then selecting from the other type and clicking Add again. 8 You are then presented with a summary of the details you have just entered for this user group. If you wish to change anything, click the Back button to view the Attach Resources screen. Otherwise, click Finish. 9 Click Save. The resources will now be attached to the user group. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Chapter 6: NICE Inform User Administration 305

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307 7 NICE Inform System Administration Contents Welcome System Administration application privileges Navigation panel System Administration tasks Button bar Tree structure terminology System Administration functions Site Systems NICE Inform site Editing site details Site settings Adding a resource (Overview) Automatically Manually NLS Audio systems Adding an NLS audio system Editing an NLS audio system Deleting an NLS audio system NLS audio servers NLS audio resources Configuring data retention Importing NLS resources from a system Importing NLS resources from a CSV file Adding an NLS resource manually Editing & deleting an NLS resource Exporting resources as a CSV file CLS settings NiceVision systems Adding a NiceVision system Editing a NiceVision system Deleting a NiceVision system NiceVision servers NiceVision resources Importing NiceVision resources from a system Importing NiceVision resources from a CSV file Adding a NiceVision resource manually Chapter 7: NICE Inform System Administration 307

308 Editing & deleting a NiceVision resource Exporting resources as a CSV file CSV resources file details NICE Perform systems Adding a NICE Perform system Editing a NICE Perform system Deleting a NICE Perform system NICE Perform servers NICE Perform resources Importing NICE Perform resources from a system Importing NICE Perform resources from a CSV file Adding a NICE Perform resource manually Editing & deleting a NICE Perform resource Exporting resources as a CSV file Media Library server configuration NICE Perform Database backups NICE Perform database backup device NICE Interaction Center Logger backup NICE Perform Storage Center Editing a NICE Perform Storage Center group Configuring NICE Perform Storage Center units Adding a NICE Perform Storage Center unit Editing a NICE Perform Storage Center unit Deleting a NICE Perform Storage Center unit Resource Groups Creating a resource group Editing a resource group Moving a resource group Deleting a resource group Inform Servers Inform server details Editing Inform server details Inform server settings Changing the role of a standby Inform server Reintroducing the original master Inform server Deleting a standby Inform server Inform server resilience failover Managing incident storage (overview) Defining audit parameters Importing licensing details Workstations Configuring workstations Adding a workstation Editing a workstation Workstation settings Deleting a workstation Positions Overview Adding a position Editing a position Moving a position Deleting a position Removing workstations from a position Assigning resources to a position Removing resources from a position Chapter 7: NICE Inform System Administration 308

309 NICE Inform Database backups Configuring NICE Inform database backups NICE Inform database backup device Chapter 7: NICE Inform System Administration 309

310 Welcome Welcome to the NICE Inform System Administration application. This application enables administrators to install and configure the physical NICE Inform servers, and to add labels to the various system entities, including NLS audio systems, NiceVision systems, NICE Perform systems, Resources, Inform Servers, etc. System Administration application privileges To use the System Administration application, you MUST have the required privilege allocated to you (see Application privileges within the NICE Inform User Administration chapter). If not, the System Administration option will not be displayed in the Application selector bar when you log in. Navigation panel The System Administration tree pane consists of a tree structure which shows: Specific terminology is used when navigating the tree pane. For help with this terminology, see Tree structure terminology. Site1 - a fixed node for configuring your NICE Inform site. NLS Audio Systems - a fixed node containing all the audio systems in the system, e.g. NiceCLS, NiceLog, NICE Storage Centers, etc. NiceVision Systems - a fixed node containing all the video systems in the system, e.g. NiceVision. NICE Perform Systems - a fixed node containing all the NICE Perform systems in the system. Inform Servers - a fixed node containing all the servers in the system. Workstations - a fixed node containing all the workstations that have been added to the system. Resource Groups - nodes in this section list all the resource groups that have been created. A resource group is attached to a user to specify the resources that user has been granted access to by their System Administrator. Positions - nodes in this section list all the positions that have been created. A position is representative of a physical location whereby system workstations have a direct relationship with resources. System Administration tasks System Administration is concerned solely with the installation and configuration of the system servers, and the addition of meaningful labels to the various system entities. Selecting the various elements in the tree structure will display an associated page in the right-hand panel that will enable you to create a new entry or modify or delete an existing one. Creating a new entry will often invoke an associated wizard to provide a logical, step-by-step approach. See System Administration functions for a summary of the various tasks associated with System Administration. Chapter 7: NICE Inform System Administration 310

311 Button bar The System Administration button bar performs the following actions: Button Description Add - enables you to add new entities (e.g. NLS audio, NiceVision and Perform systems, Inform Servers, resource groups and positions). The button remains inactive until you select a node or branch that allows you to perform this function. Delete - deletes the selected node in the tree pane; you will be required to confirm the action. The button remains inactive until you select a node or branch that allows you to perform this function. Move - moves the selected node in the tree pane. The button remains inactive until you select a node or branch that allows you to perform this function. Refresh data - updates the tree structure and any lists displayed in the right-hand pane. Tree structure terminology A tree structure is used throughout NICE Inform to aid in your navigation of the application suite and required to invoke further functions. Using the Resource groups section in System Administration as an example, there are a number of terms used when navigating the tree: Node - everything in the tree is classed as a node. Parent - the top level node e.g. Resource Groups. Child (or sub group) - the node below its parent. A child (or sub group) can also be a parent as well. Using the example above, the Dispatchers node is a child of the Resource Groups node but is also a parent of the First response node. To expand a node, click the button alongside the node. To collapse a node, click the button alongside the node. Chapter 7: NICE Inform System Administration 311

312 System Administration functions The main actions involved in System Administration are: Site Editing site details - enables you to edit the details of your NICE Inform site (see Editing site details). Editing site settings - enables you to edit the settings of your NICE Inform site (see Site settings). Systems NLS audio systems Adding an NLS audio system - enables you to add a NICE Log System (NLS) (see Adding an NLS audio system). Editing an NLS audio system - enables you to edit an existing NICE Log System (NLS) (see Editing an NLS audio system). Deleting an NLS audio system - enables you to delete a NICE Log System (NLS) (see Deleting an NLS audio system). Editing and deleting an NLS resource - enables you to edit and delete an NLS resource (see Editing & deleting an NLS resource). NiceVision systems Adding a NiceVision system - enables you to add a NiceVision system (see Adding a NiceVision system). Editing a NiceVision system - enables you to edit an existing NiceVision system (see Editing a NiceVision system). Deleting a NiceVision system - enables you to delete a NiceVision system (see Deleting a NiceVision system). Editing and deleting a NiceVision resource - enables you to edit and delete a NiceVision resource (see Editing & deleting a NiceVision resource). NICE Perform systems Adding a NICE Perform system - enables you to add a NICE Perform system (see Adding a NICE Perform system). Editing a NICE Perform system - enables you to edit a NICE Perform system (see Editing a NICE Perform system). Deleting a NICE Perform system - enables you to delete a NICE Perform system (see Deleting a NICE Perform system). Editing and deleting a NICE Perform resource - enables you to edit and delete a NICE Perform resource (see Editing & deleting a NICE Perform resource). Configuring NICE Perform database backups - enables you to configure NICE Perform database backups (see Configuring NICE Perform database backups). Chapter 7: NICE Inform System Administration 312

313 NICE Inform servers Resources Importing licensing details - enables you to import your licensing details so you can gain access to the NICE Inform applications that you have purchased (see Importing licensing details). Configuring NICE Inform database backups - enables you to configure NICE Inform database backups. (see Configuring NICE Inform database backups). Defining audit parameters - enables you to customize your audit parameters (see Defining audit parameters). Adding a standby Inform server - enables you to configure server resilience (see Adding a standby Inform server). Adding a resource - enables you to add a NLS, NiceVision and NICE Perform resource either automatically or manually (see Adding a resource). Creating a resource Group - enables you to add a new resource group (see Creating a resource group). Workstations & Positions Adding a workstation - enables you to add a new workstation to the system (see Adding a workstation). Adding a position - enables you to add a new position (see Adding a position). Assigning workstations to a position - enables you to assign workstations to a position (see Assigning workstations to a position). Assigning resources to a position - enables you to assign resources to a position (see Assigning resources to a position). NICE Inform site Editing site details Specific terminology is used when navigating the tree pane to edit the NICE Inform site details. For help with this terminology, see Tree structure terminology. To edit the details of your NICE Inform site: 1 In the tree pane, expand the Recording Systems node and select the Site node. 2 Click on the General tab and the General page is presented: Chapter 7: NICE Inform System Administration 313

314 Options 3 Edit the details as required: Label - edit the name for the site to something more relevant to your NICE Inform site. Description - edit the description for the site. The following option is available: Enable maintenance mode on next login - check this box and next time you log in, you can view all maintenance resources in order to reference directly to the channels on the logger within all resources tables. NOTES: Site settings To be able to view maintenance resources you MUST have the required privilege allocated to you. For help regarding application privileges, (see Application privileges). You will stay in Maintenance mode until you logout of NICE Inform. The next time you log back in, you will NOT be able to view maintenance resources unless you have reticked the box prior to logging out. Once you have edited the details of your NICE Inform site, click the Save button. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Specific terminology is used when navigating the tree pane to change the details of the NICE Inform site. For help with this terminology, see Tree structure terminology. To configure the settings of your NICE Inform site: 1 In the tree pane, expand the Recording Systems node and select the Site node. 2 Click on the Settings tab and the Settings page is presented: Chapter 7: NICE Inform System Administration 314

315 PCM Format The following sections are available: There are two PCM (Pulse Code Modulation) format types available for selection. You must select the correct PCM companding scheme that the logging system uses. To select the PCM format type: 1 Select either: A-Law, -or- µ-law. 2 Click the Save button. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Security Key Servers Some types of data that has been logged on a NICE logger are in an encrypted form. Keys obtained from key servers are required to decrypt this data. This section allows you to add, edit and remove security key servers configured in the system in order to decrypt this data. Adding a new security key server To add a new security key server: 1 Click the Add button and the Add Server dialog is presented: 2 Enter the following server information: Label - enter a label (name) for the security key server in the text-box provided. Network address - enter the IP address or hostname for the key server in the text-box provided. Port - specify the port to connect to the key server in the text-box provided. Chapter 7: NICE Inform System Administration 315

316 Type - click the down-arrow and select the required type of security key server. Security token - enter a security token for the security key server in the text-box provided. If a default security token has already been entered for this security key server, it will be displayed in the text-box for your reference. If required, you can overwrite the default security key server. A default security token can be added in the text-box underneath the Servers table. 3 Click OK followed by the Save button. The new security key server will be added to the Servers table: Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. The columns displayed in the Servers table are: Each column can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. Column Description An icon is displayed only if the last attempt to contact the security key server was unsuccessful. Label Network address Port Server type The label (or name) entered for the security key server. The network address (or hostname) for the security key server. The port used to connect to the security key server. The type of security key server. To update the status of all security key servers, click the Refresh Data button. Chapter 7: NICE Inform System Administration 316

317 Editing a security key server To edit the details of a security key server: 1 Select the security key server from within the Servers table. 2 Click the Edit button and the Edit Server dialog is presented: 3 Change the details as required: Label - edit the label (name) for the security key server in the text-box provided. Network address - edit the IP address or hostname for the key server in the text-box provided. Port - edit the port to connect to the key server in the text-box provided. Type - click the down-arrow and change the required type of security key server. Security token - edit the security token for the security key server in the text-box provided. If there has already been a default security token entered for this security key server, it will be displayed in the text-box for your reference. You can add a default security token in the text-box underneath the Servers table. 4 Click OK followed by the Save button. The security key server will be updated in the Servers table. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Chapter 7: NICE Inform System Administration 317

318 Adding a default security token To save time adding a new security key server, a default security token can be added. When adding a new security key server, the Security token text-box will automatically be pre populated with this security token. Enter the default security token using the text-box provided under the Servers table. Removing a security key server To remove a security key server: 1 Select the security key server from within the Servers table. 2 Click the Remove button. The security key server will be removed from the Servers table. 3 On completion, click the Save button. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Adding a resource (Overview) Before you can add a resource you first need to add either: An NLS audio system (see Adding an NLS Audio system), -or- A NiceVision system (see Adding a NiceVision system), -or- A NICE Perform system (see Adding a NICE Perform system). A resource (e.g. NiceVision or NLS channel) can be added into the NICE Inform system. There are two main methods of adding a resource: Automatically Invoked by the Import Resources Wizard, resources can be added automatically by either importing from a system or from a CSV file. There are different methods of importing resources depending on the type of resource: Importing NLS resources from a system (see Importing NLS resources from a system). Importing NLS resources from a CSV file (see Importing NLS resources from a CSV file). Importing NiceVision resources from a system (see Importing NiceVision resources from a system). Importing NiceVision resources from a CSV file (Importing NiceVision resources from a CSV file). Importing NICE Perform resources from a system (Importing NICE Perform resources from a system). Importing NICE Perform resources from a CSV file (Importing NICE Perform resources from a CSV file). Chapter 7: NICE Inform System Administration 318

319 Manually A resource can be added into the NICE Inform system manually. This process differs depending on the type of resource either by: Adding an NLS resource (see Adding an NLS resource manually). Adding a NiceVision resource (see Adding a NiceVision resource manually). Adding a NICE Perform resource (see Adding a NICE Perform resource manually). NLS Audio systems The Resources page for NLS audio systems is frequently mentioned as part of the manual instructions within this section. The Resources page looks like this: Adding an NLS audio system NOTES: Specific terminology is used when navigating the tree pane to add an NLS audio system. For help with this terminology, see Tree structure terminology. If you are configuring NICE Inform to operate with a NICE Perform system, you do NOT need to define the Interaction Center within the NLS Audio System data sources. To add a new NLS: (NICE Log System) 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Select the NLS Audio Systems node. 3 In the button bar, click the Add Data Source button. 4 The General page is presented: Chapter 7: NICE Inform System Administration 319

320 5 Type in required details in the text-boxes provided: Label - type a meaningful name for the data source. SQL login - type the login name allocated by the System Administrator. Network address - type in the address of the new data source. SQL password: a Click the Set button; the Set SQL Password dialog is presented: b c Type the required password in the Password text-box, and then repeat in the Confirm password text-box. On completion, click the OK button. If there are no errors, the dialog closes. System type - Depending on the recorder type, click the drop-down arrow and select either, CLS or Loggers only from the drop down menu. 6 On completion, click the Save button. The new NLS Audio system is now shown in the tree structure under the NLS Audio Systems node. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. 7 Repeat the process to add each NICE Log system as required. Loggers only and CLS systems CANNOT be mixed. Chapter 7: NICE Inform System Administration 320

321 Editing an NLS audio system Specific terminology is used when navigating the tree pane to edit an NLS audio system. For help with this terminology, see Tree structure terminology. To edit an existing NLS: (NICE Log System) 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Select the NLS Audio Systems node. 3 Click on the General tab and the General page is presented: 4 Change the details as required: Label - edit the name of the data source in the text-box provided. SQL login - edit the login name in the text-box provided. Network address - edit the address of the data source in the text-box provided. SQL password: a Click the Set button; the Set SQL Password dialog is presented: b c Change the required password in the Password text-box, and then repeat in the Confirm password text-box. Click the OK button. If there are no errors, the dialog closes. Chapter 7: NICE Inform System Administration 321

322 NOTES: If NICE Inform is using a CLS replication server, then you will be notified of the server name that it is being replicated to. This is configured within the Settings page by checking the Use as backup check-box. The System type section is read only and CANNOT be changed. 5 On completion, click the Save button. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Logger available storage Available logger(s) storage space is displayed within the Loggers table in the bottom section of the General page. Information provided here includes: Each column (apart from the Online storage space column) can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. Column Description An icon is presented if there is an error connecting to a logger. Name Network address Online storage space The name of the logger. The network address of the logger. A colored progress bar displaying free/backed up space on the logger as a blue bar and data not backed up as a orange bar. Hover the cursor over the bar to display a tool tip providing a percentage of free space, amount backed up and not backed up. This is ONLY relevant to removable media and does NOT include NICE Storage Center data. If it is not possible to connect to the logger then the text 'Unavailable' is displayed. To update the available storage space for the logger(s), click the Refresh Data button. Deleting an NLS audio system Specific terminology is used when navigating the tree pane to delete an NLS audio system. For help with this terminology, see Tree structure terminology. To delete an NLS audio system: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Select the NLS Audio Systems node for deletion. 3 In the button bar, click the Delete Data Source button. A confirmation message is presented confirming the deletion 4 Click the Yes button. The NLS audio system is removed from the tree pane. Chapter 7: NICE Inform System Administration 322

323 Before deleting and removing an NLS Audio system, ensure that any required recordings held on the logger have been saved as incidents or as WAV or WMA files. You will NOT be able to access the recordings if the logger has been removed. NLS audio servers Specific terminology is used when navigating the tree pane to view details of the NLS audio servers. For help with this terminology, see Tree structure terminology. To view the details of all the NLS audio servers that have been added to the system: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Select the NLS Audio Systems node. 3 Click on the Servers tab and the Servers page is presented: The Servers page is designed to provide an overview (in the form of a table) of all the NLS audio servers that have been configured in NICE Inform. Information provided in the Servers table includes: Each column can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. Column Description An icon is presented if there is an error connecting to a server. Label Network address System type Replication server The label (name) created for the server. The network address of the server. The type of system i.e. CLS or Loggers only. The name and whether this is a backup if this server has been configured to be a replication server. For help adding a replication server, see CLS settings. NLS audio resources Specific terminology is used when navigating the tree pane to view NLS audio resources. For help with this terminology, see Tree structure terminology. To view resources relating to the NLS: (NICE Log System) 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Select the NLS Audio Systems node. 3 Click on the Resources tab in the right pane. 4 If the Resources page is empty, click the View all resources hyperlink to display the resources associated to the selected node in the tree. 5 The Resources table is now presented: Chapter 7: NICE Inform System Administration 323

324 The Resources table displays the following information: Each column can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. Column Description The resource type icon. Recording system Label Reference type Reference Pair Pair priority Resource type The name of the NLS audio system The label (name) of the resource. The type of reference to the underlying NLS audio system. This can be AgentID, TalkgroupID or Channel. The reference of the underlying NLS. The label of the paired resource. If the resource has a pair the priority indicates whether it is the Primary or Secondary of the pair. The type of resource used to categorize resources in order so that they can be displayed correctly within the Inform applications. NLS values are Telephony, Radio, Generic audio and Maintenance. If (in the Resources table) you require to reference directly to the channels on the logger, then you need maintenance mode enabled. To enable this mode, (see Editing site details). Chapter 7: NICE Inform System Administration 324

325 Configuring data retention The data retention feature enables you to delete any CLS data (including CLS calls, ANI/ALI data & annotations) older than a configurable retention period. To configure data retention: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Select the NLS Audio Systems node. 3 Click the Data Retention tab and the Data Retention page is presented: Here you can add, edit and remove any servers with the Data Retention Service installed. Chapter 7: NICE Inform System Administration 325

326 Adding a new server To add a new server: 1 Click the Add button and the Add Server dialog is presented: 2 Either: Click the Network address drop-down arrow and select the server from the list, -or- Enter the IP address or hostname for the server in the text-box provided. 3 Specify the port to connect to the server in the Port text-box. 4 Click OK and the server is added to the Servers table: 5 Click Save. The columns displayed in the Servers table are: Each column can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. Column Description An icon is displayed only if the data retention server is paused or needs configuring. Label Network Address Deletion status The label (or name) entered for the data retention server. The network address (or hostname) for the data retention server. The data retention deletion status e.g. 'enabled' or 'paused'. Chapter 7: NICE Inform System Administration 326

327 Editing server data retention settings Once the added data retention server has been saved, you can edit the server settings. You CANNOT edit the data retention server if the server is uncontactable. To edit the server data retention settings, select the server or instance database from the Servers table and click the Edit button. The Edit Server dialog is presented and is divided into the following sections: The network address is grayed out and is displayed as a reference only. Configuration Table Location This section is only available for editing if this is the first time the data retention server is connected to. If this is the first time, then these use the following options to set the SQL instance and database that the server needs to point to in order to install the configuration table: SQL Instance - select the SQL instance that the data retention server needs to point from the drop-down list. Database - select the database on the SQL instance that the configuration table is to be installed from the drop-down list. NOTES: A table will be installed in this database within this SQL instance for configuration settings. If the server has previously been configured, these two options are grayed out. Chapter 7: NICE Inform System Administration 327

328 Settings Instances This section is where you edit the settings for the data retention server. The options settings are available: Retention (Days) - enter the number of days (in the associated text-box) for how long data is kept for. Run interval (hours) - enter the number of hours (in the associated text-box) for how often the system tries to perform a deletion. Batch size - enter the number (in the associated text-box) for the maximum number of calls plus ANI/ALI records that can be deleted from any one table at one time. Warning threshold - enter the warning threshold (in the associated text-box) for the number of undeleted calls plus ANI/ALI records that when exceeded, an SNMP trap is raised. Pause deletion on all Instances - check this box and the data retention service is paused on all instances on the data retention server. Apply to all data retention servers - check this box and all the settings you have configured will apply to all the data retention servers. The Instances section is primarily designed to provide a detailed view of each SQL instance connected to the data retention server. There are two tables within this section: Instances table: The columns displayed in the Instances table are: Each column can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. Column SQL Instance Database Pause Deletion Description The SQL Instance name. The database on the SQL instance that the configuration table is installed on. Check the box to pause deletion on the SQL Instance. Instance Details table: Chapter 7: NICE Inform System Administration 328

329 Once you have selected an SQL instance from the Instances table, its details are displayed in this table. The columns displayed in the Instance Details table are: Column Deletion status Current table Expired rows deleted at last run Expired rows awaiting deletion Last deletion time Oldest call Oldest ANI/ALI Description The deletion status for this SQL instance e.g. 'enabled' or 'paused'. The current call table that database rows are being deleted from. How many rows (over all tables) that have been deleted during the last deletion run. How many rows left to be deleted (from all tables) after the last deletion run. The last time a deletion run was performed. The oldest call in the database. The oldest ANI/ALI call in the database. Once you have configured all the data retention settings, click OK followed by the Save button. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Removing a server or SQL instance To remove a server or SQL instance: 1 Select the server or SQL instance from within the Servers table. 2 Click the Remove button and a confirmation message is presented. 3 Click the Yes button to confirm the deletion followed by the Save button. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Logger call retention This section provides the functionality of being able to perform an age-based deletion of the calls from the logger. Either select: Do not automatically delete calls based on age - calls will NOT be automatically deleted irrespective of how long they have been on the logger, -or- Delete calls older than - enter the number of days after which calls will be deleted on the logger by either entering the number into the available text-box or using the provided up/down arrows. Chapter 7: NICE Inform System Administration 329

330 NOTES: Online Storage Calls that have been on the logger for longer than the number of days set will get automatically deleted. The Logger call retention section is grayed out UNLESS you have a loggers only system configured. Within this section you can set an alarm when a percentage of available space on a logger has been reached by checking the Raise an alarm when the contents of the online storage has reached box. Once checked, set a percentage that when any logger reaches the percentage, a storage alarm is raised. Set the percentage of available space into the text-box provided. Entry is assisted by using the up/down arrows. This alarm can be viewed within the NICE Inform Audit application (see the NICE Inform Audit chapter). Importing NLS resources from a system Specific terminology is used when navigating the tree pane to import NLS resources from a system. For help with this terminology, see Tree structure terminology. To import NLS (NICE Log System) audio resources from a system: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NLS audio systems node and then expand the required NLS audio system node. 3 Click the Resources tab. The Resources page is presented. 4 Click the Import button and the Import Resources Wizard starts at the Welcome screen: Chapter 7: NICE Inform System Administration 330

331 5 Select the Read the resource information from the recording system radio button and click the Next button. 6 At the Specify Switch Mappings screen you will see different options depending whether you are importing resources for a CLS or Loggers only system and/or you are in Maintenance mode. 7 Refer to the table below for all options that you may encounter. NLS audio system Maintenance mode Result CLS disabled Select the predominant resource type for each switch. CLS enabled When importing switch data, check the Import CLS switch mappings check-box, then select the predominant resource type for each switch. You can also check the Import maintenance channels check-box. This enables logger channels to be imported so that they can be referenced directly to the channels on the logger, which is useful for fault-finding. Loggers only disabled The Specify Switch Mappings screen is not displayed, the channels are imported automatically. Loggers only enabled Select the Import channels option to import the channels for the logger. You can also check the Import maintenance channels check-box. This enables logger channels to be imported so that they can be referenced directly to the channels on the logger, which is useful for fault-finding. Chapter 7: NICE Inform System Administration 331

332 The Import maintenance channels option is ONLY available if you are in Maintenance mode. To enable this mode, (see Editing site details). 8 Click the Import button. 9 A Wizard Progress dialog is presented providing a summary of the resources that are being imported. 10 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the import process completes, unless an error has occurred, -or- Once the import process is complete, click the Close button to close the dialog. 11 At the Wizard Complete screen, click the Finish button to close the wizard. Importing NLS resources from a CSV file Specific terminology is used when navigating the tree pane to import NLS resources from a CSV file. For help with this terminology, see Tree structure terminology. To import NLS (NICE Log System) audio resources from a CSV (Comma Separated Value) file: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NLS audio systems node and then expand the required NLS audio system node. 3 Click the Resources tab. The Resources page is presented. 4 Click the Import button and the Import Resources Wizard starts at the Welcome screen: Chapter 7: NICE Inform System Administration 332

333 5 Select the Read the resource information from a file radio button and click the Next button. 6 At the Select File screen, enter the location of the CSV file by either by entering the file path or by clicking the Browse button and browsing to the location of the CSV file. 7 Click the Import button. 8 A Wizard Progress dialog is presented providing a summary of the resources that are being imported. 9 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the import process completes, unless an error has occurred, -or- Once the import process is complete, click the Close button to close the dialog. 10 At the Wizard Complete screen click the Finish button to close the wizard. For help regarding the information displayed in the CSV file, see CSV resources file details. Adding an NLS resource manually Specific terminology is used when navigating the tree pane to add an NLS resource manually. For help with this terminology, see Tree structure terminology. To add an NLS (NICE Log System) audio resource manually: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NLS audio systems node and then expand the required NLS audio system node. 3 Click the Resources tab. The Resources page is presented. Chapter 7: NICE Inform System Administration 333

334 4 Click the Add button. The Add Resource dialog is presented: 5 Enter the following details: Resource type - required so that the various applications can group resource by type (Telephony, Radio or Generic Audio). Reference - This list displays the all the available reference types depending on the selected Resource type that you have selected (Channel, Agent ID or Extension Number). Click the button to display the Enter Resource Reference dialog: This dialog is only available if the NLS Resource is set to Channel, this dialog shows the logger ID for all loggers associated to the CLS. The fields are editable so you can change the Logger ID and Channel number details. Label - a meaningful name that identifies the resource; this must be unique across all NLS audio resources. Pair - used for parallel recording in resilient systems. Click the button to display Resource Selection screen. Here you can select the resource to pair with: Chapter 7: NICE Inform System Administration 334

335 a Select either: Recording systems - resources are listed by sites, recording systems and recorders. -or- Resource group - resources are listed in the groups set up under System Administration (see Creating a resource group). b Select the resource to pair with. To add an entry to the Selected resources list: i Highlight the required entry in the Available resources list. ii Click the Add > button; the entry is moved to the Selected resources list. To remove an entry from the Selected resources list: i Highlight the required entry in the Selected resources list. ii Click the < Remove button; the entry is moved to the Available resources list. c Click the OK button and the paired resource will now appear within the Pair field in the Add Resource dialog. NOTES: This field is not mandatory. The resource that is being paired with has to exist before the new resource can be added. You CANNOT pair a new resource with one that has already been paired to a different resource or if does not yet exist, or if it is a different resource type. For help viewing paired results in NICE Inform Reconstruction, see Viewing paired results in the NICE Inform Reconstruction chapter. Chapter 7: NICE Inform System Administration 335

336 Primary - this check-box becomes enabled when data is entered into the Pair field. If the check-box is selected, the resource being added becomes the primary resource of the pairing; otherwise, it becomes the secondary resource and the other resource in the pair becomes the primary. 6 On completion, click Add and the resources will be added. Editing & deleting an NLS resource Editing Specific terminology is used when navigating the tree pane to edit and delete an NLS resource. For help with this terminology, see Tree structure terminology. To edit an existing NLS (NICE Log System) audio resource: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NLS audio systems node and then expand the required NLS audio system node. 3 Click the Resources tab. The Resources page is presented. 4 Either: Double-click the required resource, -or- Select the required resource and click the Edit button. 5 In both cases, the Edit Resource dialog is displayed: 6 Over type the existing entries as required: Resource type - required so that the various applications can group resource by type (Telephony, Radio, Generic audio or Maintenance). You CANNOT edit Maintenance resources. Reference - reference to the underlying system (Channel Number, Agent ID or Extension Number). Click the button to display the Enter Resource Reference dialog: Chapter 7: NICE Inform System Administration 336

337 Only available if the NLS Resource is set to Channel Number, this screen shows the logger ID for all loggers associated to the CLS. The fields are editable so you can change the Logger ID and Channel number details. Label - a meaningful name that identifies the data source; this must be unique across all data sources. Pair - used for parallel recording in resilient systems. Click the button to display Resource Selection screen. Here you can select a new resource to pair with: a Select either: Recording systems - resources are listed by sites, recording systems and recorders. -or- Resource group - resources are listed in the groups set up under System Administration (see Creating a resource group). b Select the resource to pair with. To add an entry to the Selected resources list: i Highlight the required entry in the Available resources list. Chapter 7: NICE Inform System Administration 337

338 Deleting c NOTES: ii Click the Add > button; the entry is moved to the Selected resources list. To remove an entry from the Selected resources list: i Highlight the required entry in the Selected resources list. ii Click the < Remove button; the entry is moved from the Selected resources list. Click the OK button and the paired resource will now appear within the Pair field in the Edit Resource dialog. This field is not mandatory. The resource that is being paired with has to exist before the new resource can be added. You CANNOT pair a new resource with one that has already been paired to a different resource or if does not yet exist, or if it is a different resource type. For help viewing paired results in NICE Inform Reconstruction, see Viewing paired results in the NICE Inform Reconstruction chapter. Primary - this check-box becomes enabled when data is entered into the Pair field. If the check-box is selected, the resource being added becomes the primary source of the pairing; otherwise, it becomes the secondary source and the other source in the pair becomes the primary. 7 On completion, click the Save button. Any changes made to the NLS audio resource will now be saved. Editing a resource to refer to a different logger channel will affect many operations. Make sure that all users log out and back in once the change is complete. To delete an existing NLS (NICE Log System) audio resource: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NLS audio systems node and then expand the required NLS audio system node. 3 Click the Resources tab and the Resources page is presented. 4 Select the required resource or resources (by using Microsoft Windows standard Shift and Ctrl methods) and click the Delete button. A disclaimer message is presented confirming the deletion. 5 Click the Yes button. The resource or resources are now deleted. Before deleting and removing a resource ensure that any required voice recordings held on the resource have been saved as incidents or WAV files. You will NOT be able to access the recordings once the resource has been removed. Chapter 7: NICE Inform System Administration 338

339 Exporting resources as a CSV file Specific terminology is used when navigating the tree pane to export resources as a CSV file. For help with this terminology, see Tree structure terminology. To export a resources file in CSV (Comma Separated Value) file format: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the parent recording systems (e.g. NiceVision, NLS Audio or NICE Perform) node and then select its child node. 3 Click the Resources tab and the Resources page is presented. 4 Click the Export button and the Export Resources dialog is presented: 5 Click the Browse button and browse to the location to export the resources. 6 Type in the required File name, and ensure that the File type is set to CSV. 7 On completion, click the OK button. 8 A Wizard Progress dialog is presented providing a summary of the resources that are being exported. 9 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the export process completes, unless an error has occurred, -or- Once the export process is complete, click the Close button to close the dialog. For help regarding the information displayed in the CSV file, see CSV resources file details. Chapter 7: NICE Inform System Administration 339

340 CLS settings The Settings page is where you can configure CLS replication and NICE Storage Center settings for the NLS audio system. To configure the CLS settings: Specific terminology is used when navigating the tree pane to configure CLS settings. For help with this terminology, see Tree structure terminology. 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NLS audio systems node and then expand the required NLS audio system node. 3 Click the Settings tab. The Settings page is presented: This page is sub-divided into the following sections: Chapter 7: NICE Inform System Administration 340

341 Replication In order to configure CLS replication you MUST be licensed for CLS replication (see Importing licensing details). The Replication feature allows the SQL replication to be configured for any CLS in the system. This creates a dynamic backup of the information in the CLS (including Calls, Annotations, Inserter records and ANI/ALI information). The backup is intended to provide a quick recovery of historic data in a disaster situation. The backup database and transaction log are configured to automatically grow without limit. If these settings are inappropriate for your site, please configure as required using your SQL management tools once you have configured the replication. Adding a new server To add a new replication server: 1 Click the Add button and the Add server dialog is presented: 2 Either: Click the drop-down arrow and select the required server from the Available servers list, -or- Enter the host name for the server in the text-box. NOTES: If NICE Inform is using a CLS replication server, then you will be notified of the server name that it is being replicated to. The server name is case sensitive and has to match exactly with the name that was initially created. 3 In the Database path text-box, either enter a path or leave the default settings. The default path includes the SQL instance name to ensure that all SQL instance database paths are unique. The Force snapshot box forces a database copy which should ONLY be used if the original replication server was not setup recently. This check-box is only enabled if a there is a replication server already configured. 4 Click the OK button. The server (or servers) will now be shown in the Servers table: Chapter 7: NICE Inform System Administration 341

342 Servers table If it is required to add more servers, repeat this process. 5 Click the Save button to configure the server (or servers). A progress dialog is displayed providing status information. The process of configuring the server can take a considerable amount of time. The Servers table displays the following information: Each column can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. Column Description An icon is presented if there is an error backing up a server. Takeover Status Last known working at Last checked at Check this box to use this server as the backup providing archived data. Searching for recordings will now use this location. You should ONLY check the Takeover box when your CLS has irretrievably failed. NICE Inform will write any further annotations to this backup. Once selected, you are presented with a disclaimer message asking you to confirm the takeover of the master CLS and that this change CANNOT be undone. To continue click the Yes button and to commit the change, click the Save button. The status of the server i.e. whether it is active or not configured for replication. The date/time when the server was last known to be working. The date/time when the server was last checked (polled). Removing a server To remove a server from the Servers table: 1 Select the required server from the Servers table. 2 Click the Remove button. If performing an 'add' and 'remove', ensure that both steps are done together to save time. 3 The server will now be removed from the Servers table. 4 Click the Save button. The process of removing the server can take a considerable amount of time. Chapter 7: NICE Inform System Administration 342

343 NICE Storage Center The NICE Storage Center section allows you to configure a path mapping (if required) that will be used when audio is retrieved from the NICE Storage Center. NICE Inform requires a network share path in order to retrieve audio from the NICE Storage Center (see NICE Inform Installation Guide for details). If the NICE CLS database contains records linked to a path that is local to the NICE Storage Center then a mapping must be created in order for audio to be successfully retrieved. For example, the NICE Storage Center has been configured with a path: 'D:\Storage Center\Loggers Group 1\' and consequently the NICE CLS database contains records linking to audio files such as: 'D:\Storage Center\Loggers Group 1\2007_Mar_14\SC_ _120701_ _120713_33_911.nmf' NICE Inform must use the network share, for example '\\NiceStorageCenterFiles\' which has been created to map onto 'D:\Storage Center\'. In this case the Local path should be entered as 'D:\Storage Center\' and the Share path should be entered as: '\\NiceStorageCenterFiles\' NICE Inform will then link to the audio file as: '\\NiceStorageCenterFiles\Loggers Group1\2007_Mar_14\SC_ _120701_ _120713_33_911.nmf' NOTES: The path replacement only takes place from the first (left most) character and the Local path must be matched exactly for the replacement to take place (the checking is case insensitive). If audio calls archived on a Storage Center share cannot be retrieved (i.e. the audio is always retrieved from the logger), you MUST ensure that the Microsoft Windows user account used to run the NICE Inform Server service under also has access to the server used by the Storage Center to archive the audio files. For help performing this check, please refer to the NICE Inform Troubleshooting Guide which is supplied on your NICE Inform DVD. Adding a new NICE Storage Center path To add a new NICE Storage Center path: 1 Click the Add button and the Add Path dialog is presented: 2 Enter the Local path e.g. D:\ (the path local to the NICE Storage Center) and the Share path (the path name on the network). Chapter 7: NICE Inform System Administration 343

344 3 Click OK followed by the Save button. 4 The new path will now be displayed within the Paths table: Editing a NICE Storage Center path To edit an existing NICE Storage Center path: 1 Select the required path from within the Paths table. 2 Click the Edit button and the Edit Path dialog is presented: 3 Edit either the Local path or Share path as required. 4 Click OK followed by the Save button. 5 The new path will now be displayed within the Paths table. Removing a NICE Storage Center path To remove a NICE Storage Center path: 1 Select the required path from within the Paths table. 2 Click the Remove button followed by the Save button. 3 The path will now be removed from the Paths table. Security Key Servers This section displays all security keys servers that are currently assigned to the NLS audio system. For more information about security key servers, see Site settings. Chapter 7: NICE Inform System Administration 344

345 Assigning a security key server To assign a security key server to the NLS audio system: 1 Click the Assign button and the Assign Server dialog is presented: 2 Select the required security key server or a selection of servers (using Microsoft Windows standard Shift and Ctrl methods). 3 Click OK followed by the Save button. 4 The assigned security key server (or servers) will now be displayed within the Servers table: The columns displayed in the Servers table are: Each column can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. Column Description An icon is displayed if the security key server is uncontactable. Label Network address Port Server type Security token The label (or name) entered for the security key server. The network address (or hostname) for the security key server. The port used to connect to the security key server. The type of security key server. The security token provided for the security key server. Removing a security key server To remove a security key server from the NLS audio system: 1 Select the required security key server or a selection of servers (using Microsoft Windows standard Shift and Ctrl methods) from within the Servers table. 2 Click OK followed by the Save button. 3 The security key servers will now be removed from the NLS audio system. Chapter 7: NICE Inform System Administration 345

346 NiceVision systems The Resources page for NiceVision systems is frequently mentioned as part of the manual instructions within this section. The Resources page looks like this: Adding a NiceVision system Specific terminology is used when navigating the tree pane to add a NiceVision system. For help with this terminology, see Tree structure terminology. To add a new NiceVision system: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Select the NiceVision Systems node. 3 In the button bar, click the Add Data Source button. 4 The General page is presented: 5 Type in required details in the text-boxes provided: Label - type a meaningful name for the device. SQL login - type the login name allocated by the System Administrator. Network address - type in the address of the new device. SQL password: a Click the Set button; the Set SQL Password dialog is presented: Chapter 7: NICE Inform System Administration 346

347 b c Type the required password in the Password text-box, and then repeat in the Confirm password text-box. Click the OK button. If there are no errors, the dialog closes. 6 On completion, click the Save button; the new NiceVision system is now shown in the tree structure. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Editing a NiceVision system Specific terminology is used when navigating the tree pane to edit a NiceVision system. For help with this terminology, see Tree structure terminology. To edit an existing NiceVision system: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Select the NICE Perform Systems node. 3 Click the General tab and the General page is presented: 4 Change the details as required: Label - edit the name of the data source in the text-box provided. SQL login - edit the login name in the text-box provided. Network address - edit the address of the data source in the text-box provided. SQL password: a Click the Set button; the Set SQL Password dialog is displayed: d b Change the required password in the Password text-box, and then repeat in the Confirm password text-box. c Click the OK button. If there are no errors, the dialog closes. On completion, click the Save button. Chapter 7: NICE Inform System Administration 347

348 Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Deleting a NiceVision system Specific terminology is used when navigating the tree pane to delete a NiceVision system. For help with this terminology, see Tree structure terminology. To delete a NiceVision system: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Select the NiceVision Systems node for deletion. 3 In the button bar, click the Delete Data Source button. A confirmation message is presented confirming the deletion. 4 Click the Yes button. The NiceVision system is removed from the tree pane. Before deleting and removing an NiceVision system, ensure that any required recordings held on the logger have been saved as incidents or as NVF files. You will NOT be able to access the recordings if the logger has been removed. NiceVision servers Specific terminology is used when navigating the tree pane to view NiceVision server details. For help with this terminology, see Tree structure terminology. To view the NiceVision system server details: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Select the NiceVision Systems node. 3 Click the Servers tab and the Servers page is presented: The Servers page is designed to provide an overview (in the form of a table) of the NiceVision server that has been configured in NICE Inform. Information provided in the Servers table includes: Each column can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. Column Description An icon is presented if there is an error connecting to the server. Label Network address The label (name) created for the server. The network address of the server. System type The type of system i.e. NiceVision. Chapter 7: NICE Inform System Administration 348

349 NiceVision resources Specific terminology is used when navigating the tree pane to view NiceVision resources. For help with this terminology, see Tree structure terminology. To view resources relating to the NiceVision System: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Select the NiceVision Systems node. 3 Click the Resources tab. If the Resources page is empty, click the Resources hyperlink to display the resources associated to the selected node in the tree. 4 The Resources table is now presented: The Resources table displays the following information: Each column can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. Column Description The resource type icon. Recording System Label Reference type Reference Pair Pair priority Resource type System Channel The type of NiceVision System to which the resource belongs. The label (name) of the resource. The type of reference to the underlying NiceVision system i.e. Channel. The reference of the underlying NiceVision system. The label of the paired resource. If the resource has a pair, the priority indicates whether it is the Primary or Secondary of the pair. The type of resource used for the NiceVision system (Video). Unique reference that identifies each channel within a NiceVision system. Chapter 7: NICE Inform System Administration 349

350 Importing NiceVision resources from a system Specific terminology is used when navigating the tree pane to import NiceVision resources from a system. For help with this terminology, see Tree structure terminology. To import NiceVision video resources from a system: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NiceVision systems node and then expand the required NiceVision system node. 3 Click the Resources tab and the Resources page is presented. 4 Click the Import button and the Import Resources Wizard starts at the Welcome screen: 5 Select the Read the resource information from the recording system radio button and click the Import button. 6 A Wizard Progress dialog is presented providing a summary of the resources that are being imported. 7 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the import process completes, unless an error has occurred, -or- Once the import process is complete, click the Close button to close the dialog. 8 At the Wizard Complete screen, click the Finish button to close the wizard. Chapter 7: NICE Inform System Administration 350

351 Importing NiceVision resources from a CSV file Specific terminology is used when navigating the tree pane to import NiceVision resources from a CSV file. For help with this terminology, see Tree structure terminology. To import NiceVision video resources from a CSV (Comma Separated Value) file: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NiceVision systems node and then expand the required NiceVision systems node. 3 Click the Resources tab and the Resources page is presented. 4 Click the Import button and the Import Resources Wizard starts at the Welcome screen: 5 Select the Read the resource information from a file radio button and click the Next button. 6 At the Select File screen, enter the location of the CSV file by either by entering the file path or by clicking the Browse button and browsing to the location of the CSV file. Chapter 7: NICE Inform System Administration 351

352 7 Click the Import button. 8 A Wizard Progress dialog is presented providing a summary of the resources that are being imported. 9 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the import process completes, unless an error has occurred, -or- Once the import process is complete, click the Close button to close the dialog. 10 On completion, the Wizard Complete screen is presented indicating if the resources were successfully imported or not. 11 Click the Finish button to close the wizard. For help regarding the information displayed in the CSV file, see CSV resources file details. Chapter 7: NICE Inform System Administration 352

353 Adding a NiceVision resource manually To add a NiceVision video resource manually: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NiceVision systems node and then expand the required NiceVision system node. 3 Click the Resources tab and the Resources page is presented. 4 Click the Add button. The Add Resource dialog is presented: 5 Enter the following details: Logger - a unique reference that identifies the logger. Channel - a unique reference (ID) that identifies each channel. System Channel - a unique reference that identifies each channel within a NiceVision system. Label - a unique meaningful name that identifies the data source. Pair - future feature. Primary - related to the Pair option (future feature). 6 On completion, click Add. Chapter 7: NICE Inform System Administration 353

354 Editing & deleting a NiceVision resource Editing Specific terminology is used when navigating the tree pane to edit and delete a NiceVision resource. For help with this terminology, see Tree structure terminology. To edit a NiceVision video resource: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NiceVision systems node and then expand the required NiceVision system node. 3 Click the Resources tab and the Resources page is presented. 4 Either: Double-click the required resource, -or- Select the required resource and click the Edit button. 5 In both cases, the Edit Resource dialog is presented: 6 Over type the existing entries as required: Logger - a unique reference that identifies each logger associated to the system. Channel - a unique reference (ID) that identifies each channel. System Channel - a unique reference that identifies each channel within a NiceVision system. Label - a unique meaningful name that identifies the data source. Pair - future feature. Primary - related to the Pair option (future feature). 7 On completion, click the Save button. Any changes made to the NiceVision resource will now be saved. Editing a resource to refer to a different logger channel will affect many operations. Make sure that all users log out and back in once the change is complete. Chapter 7: NICE Inform System Administration 354

355 Deleting To delete a NiceVision video resource: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NiceVision systems node and the expand the required NiceVision system node. 3 Click the Resources tab and the Resources page is presented. 4 Select the required resource or resources (by using Microsoft Windows standard Shift and Ctrl methods) and click the Delete button. A disclaimer message is presented confirming the deletion. 5 Click the Yes button. The resource or resources are now deleted. Before deleting and removing a resource ensure that any required video recordings held on the resource have been saved as incidents or NVF files. You will NOT be able to access the recordings once the resource has been removed. Exporting resources as a CSV file Specific terminology is used when navigating the tree pane to export resources as a CSV file. For help with this terminology, see Tree structure terminology. To export a resources file in CSV (Comma Separated Value) file format: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the parent recording systems (e.g. NiceVision, NLS Audio or NICE Perform) node and then select its child node. 3 Click the Resources tab and the Resources page is presented. 4 Click the Export button and the Export Resources dialog is presented: 5 Click the Browse button and browse to the location to export the resources. 6 Type in the required File name, and ensure that the File type is set to CSV. 7 On completion, click the OK button. 8 A Wizard Progress dialog is presented providing a summary of the resources that are being exported. Chapter 7: NICE Inform System Administration 355

356 9 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the export process completes, unless an error has occurred, -or- Once the export process is complete, click the Close button to close the dialog. For help regarding the information displayed in the CSV file, see CSV resources file details. CSV resources file details When importing and exporting resources as a CSV (comma separated value) file, the details will resemble something like the following example: Column 1 must contain System Type information. This will either be: NiceLogCls89 (for an NLS audio system), -or- NiceVision9 (for a NiceVision system), -or- PerformDataHub (for a NICE Perform system). The next column should contain the field names as shown. Each subsequent column defines a resource: a Resource Label - the label text for the resource. b Resource Type - permitted values are Telephony, Video, Radio or Direct. c Reference Type - permitted values are ChannelID, AgentID, TalkGroupID, extensionid or LoggerChannelPair. d Reference - the ID of the Channel, Agent or TalkGroup. e LoggerID - for channel reference types only. f Pair Label - the resource label of a channel connected to the same input where paired channels are in use. g Priority - permitted values are Primary or Secondary. Only for use where a Pair Label has been entered. h SwitchID - the ID generated for the switch when it is added. i PhysicalSwitchID - the ID given to the switch within the NICE Perform Application server. j InteractionCenterID - the ID generated for the imported Interaction Center. NiceVision systems The two columns (Reference Type and Reference) are NOT applicable to NiceVision systems. Columns that are only specific for NiceVision systems are: Channel ID - the ID of the channel. This appears in the position where Reference Type is on an NLS audio system. System Channel - the ID of the NiceVision AMS system channel. This appears after the Priority column. Chapter 7: NICE Inform System Administration 356

357 NICE Perform systems The Resources page for NICE Perform systems is frequently mentioned as part of the manual instructions within this section. The Resources page looks like this: Adding a NICE Perform system Specific terminology is used when navigating the tree pane to add a NICE Perform system. For help with this terminology, see Tree structure terminology. To add a new NICE Perform System: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Select the NICE Perform Systems node. 3 In the button bar, click the Add Data Source button. 4 The General page is presented: 5 Type in required details in the text-boxes provided: Label - type a meaningful name for the data source. Authentication - select either: SQL Server Authentication - select if you use Microsoft SQL Server to connect to the NICE Perform database, -or- Windows Authentication - select if you use Windows authentication to connect to the NICE Perform database. Selecting this option disables the SQL login and SQL password options. For more information regarding SQL authentication or Windows authentication please refer to the NICE Perform for Public Safety Installation Guide on the NICE Inform DVD. SQL login - type the login name allocated by the System Administrator. Network address - type in the address for the NICE Perform database server. SQL password: a Click the Set button; the Set SQL Password dialog is presented: Chapter 7: NICE Inform System Administration 357

358 b c Type the required password in the Password text-box, and then repeat in the Confirm password text-box. Click the OK button. If there are no errors, the dialog closes. 6 On completion, click the Save button; the new NICE Perform system is now shown in the tree structure under the NICE Perform Systems node. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. 7 Repeat the process to add each NICE Perform system as required. Editing a NICE Perform system Specific terminology is used when navigating the tree pane to edit a NICE Perform system. For help with this terminology, see Tree structure terminology. To edit an existing NICE Perform System: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NICE Perform systems node and select the required NICE Perform system node. 3 Click the General tab and the General page is presented: 4 Change the details as required: Label - edit the name of the data source in the text-box provided. Chapter 7: NICE Inform System Administration 358

359 Authentication - change the selection to either: SQL Server Authentication - change if you use Microsoft SQL Server to connect to the NICE Perform database, -or- Windows Authentication - change if you use Windows authentication to connect to the NICE Perform database. Selecting this option disables the SQL login and SQL password options. For more information regarding SQL authentication or Windows authentication please refer to the NICE Perform for Public Safety Installation Guide on the NICE Inform DVD. SQL login - edit the login name in the text-box provided. Network address - edit the address for the NICE Perform database server in the text-box provided. SQL password: a Click the Set button; the Set SQL Password dialog is presented: b Change the required password in the Password text-box, and then repeat in the Confirm password text-box. c Click the OK button. If there are no errors, the dialog closes. 5 On completion, click the Save button. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Chapter 7: NICE Inform System Administration 359

360 Logger available storage Available logger(s) storage space is displayed within the Loggers table in the bottom section of the General page. Information provided here includes: Each column (apart from the Online storage space column) can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. Column Description An icon is presented if there is an error connecting to a logger. Name Network address Online storage space The name of the logger. The network address of the logger. A colored bar displaying free / backed up space on the logger as a blue bar and data not backed up as a orange bar. Hover the cursor over the bar to display a tool tip providing a percentage of free space, amount backed up and not backed up. This is ONLY relevant to removable media and does NOT include Storage Center data. If it is not possible to connect to the logger then the text 'Unavailable' is displayed. To update the available storage space for the logger(s), click the Refresh Data button. Deleting a NICE Perform system Specific terminology is used when navigating the tree pane to delete a NICE Perform system. For help with this terminology, see Tree structure terminology. To delete an NICE Perform system: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NICE Perform systems node and select the required NICE Perform system node for deletion. 3 In the button bar, click the Delete Data Source button. A confirmation message is presented confirming the deletion. 4 Click the Yes button. The NICE Perform system is removed from the tree pane. Before deleting and removing an NICE Perform system, ensure that any required recordings held on the logger have been saved as incidents or as WAV or WMA files. You will NOT be able to access the recordings if the logger has been removed. Chapter 7: NICE Inform System Administration 360

361 NICE Perform servers Specific terminology is used when navigating the tree pane to view NICE Perform server details. For help with this terminology, see Tree structure terminology. To view the details of all the NICE Perform servers that have been added to the system: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Select the NICE Perform Systems node. 3 Click on the Servers tab and the Servers page is presented: The Servers page is designed to provide an overview (in the form of a table) of the NICE Perform servers that have been configured in NICE Inform. Information provided in the Servers table includes: Each column can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. Column Description An icon is presented if there is an error connecting to the server. Label Network address System type The label (name) created for the server. The network address of the server. The type of system i.e. NICE Perform Systems. Chapter 7: NICE Inform System Administration 361

362 NICE Perform resources Specific terminology is used when navigating the tree pane to view NICE Perform resources. For help with this terminology, see Tree structure terminology. To view resources relating to the NICE Perform System: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Select the NICE Perform Systems node. 3 Click the Resources tab. 4 If the Resources page is empty, click the Resources hyperlink to display the resources associated to the selected node in the tree. 5 The Resources table is now presented: The Resources table displays the following information: Each column can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. Column Description The resource type icon. Recording System Label Reference type Reference Pair Pair priority Resource type The type of NICE Perform System to which the resource belongs. The label (name) of the resource. The type of reference to the underlying NICE Perform system. This can be Channel AgentID and Extension. The reference of the underlying NICE Perform system. The label of the paired resource. If the resource has a pair, the priority indicates whether it is the Primary or Secondary of the pair. The type of resource used for the NICE Perform system. Chapter 7: NICE Inform System Administration 362

363 Importing NICE Perform resources from a system Specific terminology is used when navigating the tree pane to import NICE Perform resources from a system. For help with this terminology, see Tree structure terminology. To import NICE Perform resources from a system: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NICE Perform systems node and select the required NICE Perform system node. 3 Click the Resources tab. The Resources page is presented. 4 Click the Import button and the Import Resources Wizard starts at the Welcome screen: 5 Select the Read the resource information from the recording system radio button and click the Next button. 6 At the Specify Switch Mappings screen you will see different options depending whether you are importing resources for your NICE Perform System in Maintenance mode or not. Refer to the table below for the two options that you may encounter. Chapter 7: NICE Inform System Administration 363

364 Maintenance mode disabled Result Select the predominant resource type for each switch. enabled When importing switch data, check the Import switch mappings checkbox, then select the predominant resource type for each switch. You can also check the Import maintenance channels check-box. This enables logger channels to be imported so that they can be referenced directly to the channels on the logger, which is useful for fault-finding. The Import maintenance channels option is ONLY available if you are in Maintenance mode. To enable this mode, (see Editing site details). 7 To import screen resources for each agent and telephone extension, check the Create a screen resource for each telephony agent box. A screen resource will be added with the same reference for each extension and agent resource. 8 Click the Import button. 9 A Wizard Progress dialog is presented providing a summary of the resources that are being imported. 10 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the import process completes, unless an error has occurred, -or- Once the import process is complete, click the Close button to close the dialog. 11 At the Wizard Complete screen, click the Finish button to close the wizard. Chapter 7: NICE Inform System Administration 364

365 Importing NICE Perform resources from a CSV file Specific terminology is used when navigating the tree pane to import NICE Perform resources from a CSV file. For help with this terminology, see Tree structure terminology. To import NICE Perform resources from a CSV (Comma Separated Value) file: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NICE Perform systems node and select the required NICE Perform system node. 3 Click the Resources tab. The Resources page is presented. 4 Click the Import button and the Import Resources Wizard starts at the Welcome screen: 5 Select the Read the resource information from a file radio button and click the Next button. 6 At the Select File screen, enter the location of the CSV file by either by entering the file path or by clicking the Browse button and browsing to the location of the CSV file. Chapter 7: NICE Inform System Administration 365

366 7 Click the Import button. 8 A Wizard Progress dialog is presented providing a summary of the resources that are being imported. 9 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the import process completes, unless an error has occurred, -or- Once the import process is complete, click the Close button to close the dialog. 10 At the Wizard Complete screen, click the Finish button to close the wizard. For help regarding the information displayed in the CSV file, see CSV resources file details. Adding a NICE Perform resource manually Specific terminology is used when navigating the tree pane to add a NICE Perform resource manually. For help with this terminology, see Tree structure terminology. To add a NICE Perform resource manually: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NICE Perform systems node and select the required NICE Perform system node. 3 Click the Resources tab. The Resources page is presented. 4 Click the Add button. The Add Resource dialog is presented: Chapter 7: NICE Inform System Administration 366

367 5 Enter the following details: Resource type - required so that the various applications can group resource by type (Telephony, Radio, Generic Audio or Screen). Reference - This list displays the all the available reference types depending on the selected Resource type that you have selected (Channel, Agent ID or Extension Number). Click the button to display the Enter Resource Reference dialog: This dialog is only available if the NICE Perform Resource is set to Channel, this dialog shows the logger ID for all loggers associated to the NICE Perform data hub. The fields are editable so you can change the Logger ID and Channel number details. Switch - select the required switch connected to the resource you are adding. This option is only available if the Reference type has been set to either Agent ID or Extension Number or the Resource type has been set to Screen. Label - a meaningful name that identifies the resource; this must be unique across all NICE Perform resources. Pair - used for parallel recording in resilient systems. Click the button to display Resource Selection screen. Here you can select the resource to pair with: Chapter 7: NICE Inform System Administration 367

368 a b c Select either: Recording systems - resources are listed by sites, recording systems and recorders. -or- Resource group - resources are listed in the groups set up under System Administration (see Creating a resource group). Select the resource to pair with. To add an entry to the Selected resources list: i Highlight the required entry in the Available resources list. ii Click the Add > button; the entry is moved to the Selected resources list. To remove an entry from the Selected resources list: i Highlight the required entry in the Selected resources list. ii Click the < Remove button; the entry is moved to the Available resources list. Click the OK button and the paired resource will now appear within the Pair field in the Add Resource dialog: Chapter 7: NICE Inform System Administration 368

369 NOTES: This field is not mandatory. The resource that is being paired with has to exist before the new resource can be added. You CANNOT pair a new resource with one that has already been paired to a different resource, if does not yet exist, or if it is a different resource type. For help viewing paired results in NICE Inform Reconstruction, see Viewing paired results in the NICE Inform Reconstruction chapter. Primary - this check-box becomes enabled when data is entered into the Pair field. If the check-box is selected, the resource being added becomes the primary resource of the pairing; otherwise, it becomes the secondary resource and the other resource in the pair becomes the primary. 6 On completion, click Add and the resource will be added. Editing & deleting a NICE Perform resource Editing Specific terminology is used when navigating the tree pane to edit and delete a NICE Perform resource. For help with this terminology, see Tree structure terminology. To edit an existing NICE Perform resource: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NICE Perform systems node and select the required NICE Perform system node. 3 Click the Resources tab. The Resources page is presented. 4 Either: Double-click the required resource, -or- Select the required resource and click the Edit button. 5 In both cases, the Edit Resource dialog is displayed: Chapter 7: NICE Inform System Administration 369

370 6 Over type the existing entries as required: Resource type - required so that the various applications can group resource by type (Telephony, Radio, Generic audio, Screen or Maintenance). You CANNOT edit Maintenance resources. Reference - reference to the underlying system (Channel, Agent ID or Extension Number). Click the button to display the Enter Resource Reference dialog: This dialog is only available if the NICE Perform Resource is set to Channel, this dialog shows the logger ID for all loggers associated to the NICE Perform data hub. The fields are editable so you can change the Logger ID and Channel number details. Switch - select the required switch connected to the resource you are adding. This option is only available if the Reference type has been set to either Agent ID or Extension Number or the Resource type has been set to Screen. Label - a meaningful name that identifies the resource; this must be unique across all NICE Perform resources. Pair - used for parallel recording in resilient systems. Click the button to display Resource Selection screen. Here you can select the resource to pair with: Chapter 7: NICE Inform System Administration 370

371 a b c Select either: Recording systems - resources are listed by sites, recording systems and recorders. -or- Resource group - resources are listed in the groups set up under System Administration (see Creating a resource group). Select the resource to pair with. To add an entry to the Selected resources list: i Highlight the required entry in the Available resources list. ii Click the Add > button; the entry is moved to the Selected resources list. To remove an entry from the Selected resources list: i Highlight the required entry in the Selected resources list. ii Click the < Remove button; the entry is moved from the Selected resources list. Click the OK button and the paired resource will now appear within the Pair field in the Edit Resource dialog: Chapter 7: NICE Inform System Administration 371

372 Deleting NOTES: This field is not mandatory. The resource that is being paired with has to exist before the new resource can be added. You CANNOT pair a new resource with one that has already been paired to a different resource, if does not yet exist or if it is a different resource type. For help viewing paired results in NICE Inform Reconstruction, see Viewing paired results in the NICE Inform Reconstruction chapter. Primary - this check-box becomes enabled when data is entered into the Pair field. If the check-box is selected, the resource being added becomes the primary resource of the pairing; otherwise, it becomes the secondary resource and the other resource in the pair becomes the primary. 7 On completion, click the Save button. Any changes made to the NICE Perform resource will now be saved. Any users that require access to this resource will have to log out and back in again to NICE Inform once the change to the resource has been made. To delete an existing NICE Perform resource: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NICE Perform systems node and then expand the required NICE Perform system node. 3 Click the Resources tab and the Resources page is presented. 4 Select the required resource or resources (by using Microsoft Windows standard Shift and Ctrl methods) and click the Delete button. A disclaimer message is presented confirming the deletion. 5 Click the Yes button. The resource or resources are now deleted. Before deleting and removing a resource, ensure that any required voice recordings held on the resource have been saved as incidents or WAV files. You will NOT be able to access the recordings once the resource has been removed. Chapter 7: NICE Inform System Administration 372

373 Exporting resources as a CSV file Specific terminology is used when navigating the tree pane to export resources as a CSV file. For help with this terminology, see Tree structure terminology. To export a resources file in CSV (Comma Separated Value) file format: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the parent recording systems (e.g. NiceVision, NLS Audio or NICE Perform) node and then select its child node. 3 Click the Resources tab and the Resources page is presented. 4 Click the Export button and the Export Resources dialog is presented: 5 Click the Browse button and browse to the location to export the resources. 6 Type in the required File name, and ensure that the File type is set to CSV. 7 On completion, click the OK button. 8 A Wizard Progress dialog is presented providing a summary of the resources that are being exported. 9 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the export process completes, unless an error has occurred, -or- Once the export process is complete, click the Close button to close the dialog. For help regarding the information displayed in the CSV file, see CSV resources file details. Chapter 7: NICE Inform System Administration 373

374 NICE Perform database details Specific terminology is used when navigating the tree pane to view details of the NICE Perform databases. For help with this terminology, see Tree structure terminology. To view read-only details of the databases that have been configured in the NICE Perform system: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NICE Perform systems node and then expand the required NICE Perform system node. 3 Click the Database tab and the Database page is presented: 4 The following details are displayed: Name - the name of the NICE Perform system. Network address - the network address for the NICE Perform system. 5 NICE Perform database status is displayed within the Databases table. Information provided here includes: Each column (apart from the Fill status column) can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. Chapter 7: NICE Inform System Administration 374

375 Column Description An icon is presented if there is an error connecting to a NICE Perform database. Name Size (MB) Fill status The name of the NICE Perform database. The current in Megabytes (MB) of the NICE Perform database. The percentage of available storage space on the NICE Perform database. Hover the cursor over the bar to display a tool tip providing a percentage of space used, the amount of space used (MB) and the total size of the database (MB). To update the details for the NICE Perform databases, click the Refresh Data button. Media Library server configuration NOTES: Specific terminology is used when navigating the tree pane to view the Media Library servers configured in the NICE Perform system. For help with this terminology, see Tree structure terminology. The Media Library page is designed to provide you with a read-only view of all the Media Library servers configured in the NICE Perform system. The Media Library organizes all archiving media at a site by assigning sequential numbers to all these media types (DVD, DAT's etc). These numbers are then printed automatically by the Media Library printer. To view all the Media Library servers configured in the NICE Perform system: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NICE Perform systems node and select the required NICE Perform system node. 3 Click the Media Library tab and the Media Library page is presented: Chapter 7: NICE Inform System Administration 375

376 4 All the Media Library servers are displayed in the associated table displaying the following information: Column Description An icon is presented if there is an error connecting to the Media Library server. Name Hostname Printer name Logger The name of the Media Library server The server that the Media Library server is installed on. The name of the Media Library printer. The logger associated with the Media Library printer. NICE Perform Database backups Configuring NICE Perform database backups All NICE Perform databases and system databases that are used by NICE Perform, can be backed up using the Backup Configuration Wizard in the System Administration application. A backup device is created for each NICE Perform database and is located on the same drive as the NICE Perform databases. By navigating the tree pane, you can view any backups that exist on the device. Specific terminology is used when navigating the tree pane to backup a NICE Perform database. For help with this terminology, see Tree structure terminology. Tape backups have to be queried to show the contents, which might take some time. To configure NICE Inform database backups: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NICE Perform systems node and select the required NICE Perform system node. 3 Select the Database Backups node. The Backup Schedule page is displayed: Configuring a NICE Perform scheduled database backup To configure a NICE Perform scheduled database backup: 1 Within the Backup Schedules table, either: Select the required scheduled backup and click the Configure schedule button, -or- Double click the required scheduled backup. 2 The Configure Schedule dialog is presented: Chapter 7: NICE Inform System Administration 376

377 NOTES: The options available on the Configure Schedule dialog can vary depending on the backup schedule you are configuring. The name of the backup schedule is displayed for your information only. 3 To enable the backup schedule, check the Schedule enabled box. To disable the backup schedule, un-check the Schedule enabled box. 4 In the Occurs section, select either: Daily - the database backup is scheduled daily; select either: At specified backup time - the backup will occur at the time specified within the Time section, -or- At specified interval - the backup will occur at a specified time interval. Enter the time interval (in minutes) in the text-box provided or by using the up/down arrows. -or- Weekly - the database backup is scheduled weekly. Set the required day (or days) of the week by checking the associated box (or boxes). You MUST select at least one day. 5 In the Time section, the following option is available: Backup time - the time of the day that the backup is scheduled. Enter the time using the text-box provided. Time entry is assisted by either selecting the hours, minutes or AM/PM and then using the up/down arrows. Chapter 7: NICE Inform System Administration 377

378 6 Once you have configured the database backup schedule, click OK. The scheduled backup will now be updated in the Backup Schedules table. The Backup Schedules table displays the following information: Each column can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. Column Description An icon is presented if there database backup schedule was unsuccessful. Schedule name Databases Device Occurrence Time End date Last run time Last run outcome Status The name of the database backup schedule. The databases backed up when running the backup schedule. The Microsoft SQL backup device. The occurrence of the backup schedule i.e. what day of the week, or whether it is daily or monthly. The time the backup is scheduled for. The date the backup schedule expires. This column will remain blank if the end date has not been set when configuring the scheduled database backup. The date/time when the last backup schedule ran. The outcome of the last scheduled database backup (either succeeded or failed). The current status of the backup schedule (either idle, running or disabled). Starting a scheduled backup immediately To start a scheduled backup immediately: 1 Within the Backup Schedules table, select the required scheduled backup. 2 Click the Start backup button and you are presented with a dialog confirming the backup has started successfully. 3 Click OK. Disabled backup schedules CANNOT be run immediately. Configuring backup destination path To configure the backup destination for all default backups on the backup devices. 1 Click the Configure backup destination button and the Configure Destination dialog is presented: Chapter 7: NICE Inform System Administration 378

379 2 Select either: Tape - the destination of the backup will be stored on a connected tape backup device. -or- Folder path - enter the folder path using the associated text-box for all backup devices. NOTES: The backup will be stored in the specified folder path. You MUST ensure that the path exists on the server. 3 Click OK. All subsequent database backups will follow this new destination. Restoring a backup You can restore a backup once you have performed a scheduled backup by using the Microsoft SQL Enterprise Manager (when using Microsoft SQL Server 2000) or SQL Server 2005 Management Server (when using Microsoft SQL Server 2005). NICE Perform database backup device Specific terminology is used when navigating the tree pane to view the backup device. For help with this terminology, see Tree structure terminology. To view the details of all the NICE Perform database backups that are stored on a particular backup device: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NICE Perform systems node and select the required NICE Perform system node. 3 Expand the Database Backups node and then expand the Backup Device node. The Backup Device page is presented: Chapter 7: NICE Inform System Administration 379

380 A backup device is created for each NICE Perform database upon installation of NICE Perform. 4 The following backup device details are displayed: Column Backup name Database Date Description Size Description The name of the backup stored on the backup device. The NICE Inform database that has been backed up on the backup device. The date/time that the backup was performed. The description entered when creating a backup The size (MB) filled on the backup device for the NICE Perform database. NICE Interaction Center Specific terminology is used when navigating the tree pane to view details of the NICE Interaction Center. For help with this terminology, see Tree structure terminology. To view read-only details of the NICE Interaction Center: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NICE Perform systems node and then expand the required NICE Perform system node. 3 Select the NICE Interaction Center node. If this is the first time you have added your NICE Perform system you will need to click the Refresh data button to display the NICE Interaction node. 4 Select the General tab and the General page is presented: 5 The following logger NICE Interaction Center settings are displayed: Label - the label (name) for the NICE Interaction Center. Network address - the network address for the NICE Interaction Center. Chapter 7: NICE Inform System Administration 380

381 Description - the description (if entered) for the NICE Interaction Center. Logger available storage Available logger(s) storage space is displayed within the Loggers table. Information provided here includes: Each column (apart from the Online storage space column) can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. Column Description An icon is presented if there is an error connecting to a logger. Name Network address Online storage space The name of the logger. The network address of the logger. A colored progress bar displaying free/backed up space on the logger as a blue bar and data not backed up as a orange bar. Hover the cursor over the bar to display a tool tip providing a percentage of free space, amount backed up and not backed up. This is ONLY relevant to removable media and does NOT include NICE Storage Center data. If it is not possible to connect to the logger then the text 'Unavailable' is displayed. To update the available storage space for the logger(s), click the Refresh Data NICE Interaction Center settings Specific terminology is used when navigating the tree pane to view the NICE Interaction Center settings. For help with this terminology, see Tree structure terminology. button. To view the settings for the NICE Interaction Center: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NICE Perform systems node and then expand the required NICE Perform system node. 3 Select the NICE Interaction Center node. If this is the first time you have added your NICE Perform system you will need to click the Refresh data button to display the NICE Interaction node. 4 Click the Settings tab and the Settings page is presented: Chapter 7: NICE Inform System Administration 381

382 The following settings are available: All calls voice recording - check the box to enable recording of all voice calls. Un-check the box in order to record selective calls. All calls screen recording - check the box to enable recording of all screens. Un-check the box in order to record selective screens. Logger details Specific terminology is used when navigating the tree pane to view logger details. For help with this terminology, see Tree structure terminology. To view the details of a logger that is assigned to a NICE Interaction Center: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NICE Perform systems node and then expand the required NICE Perform system node. 3 Expand the NICE Interaction Center node and select the required logger. 4 Click the General tab and the General page is presented: 5 The following logger details are displayed: Column Label Network address Logger ID Version Recording channels Online capacity (hours) Boards Description The name (label) of the logger. The network address of the logger. The unique logger ID. The specific version of the logger. The number of recording channels that the logger supports. The maximum capacity (hours) that is available on the logger associated to the audio logger supported compression types. The type of boards in the logger. Types of boards may include: ETAI (E1 / T1 board) ALI (analog board) NATI (extension board) Chapter 7: NICE Inform System Administration 382

383 6 If you have changed the online storage alarm settings, click the Save button. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Logger settings Specific terminology is used when navigating the tree pane to configure logger settings. For help with this terminology, see Tree structure terminology. The Settings page is where you can configure the settings for selected logger. To configure logger settings: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NICE Perform systems node and then expand the required NICE Perform system node. 3 Expand the NICE Interaction Center node and select the required logger. 4 Click the Settings tab and the Settings page is presented: 5 If this is the first time you click on the Settings tab since you logged into NICE Inform, the logger settings will automatically refresh to ensure that they are the latest; either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the refresh process completes, unless an error has occurred, Chapter 7: NICE Inform System Administration 383

384 -or- Once the refresh process is complete, click the Close button to close the dialog. The Settings page is divided into the following sections: Automatic Deletion Mode There are two options available to you should the logger run out of disk space. Select either: Delete oldest audio - the oldest audio is automatically deleted once the logger's disk space is full, -or- Stop recording - ALL recording will stop once the logger's disk space is full. DTMF Parameters In the DTMF Parameters section: If the logger supports DTMF (Dual-Tone Multi Frequency) Recording on Demand, enter: The Start recording code in the associated text-box. The End recording code in the associated text-box. If the logger does NOT support DTMF Start and Stop codes, then nothing is displayed and the text-boxes are grayed out. In order to define DTMF detection, select either: Save first 48 digits - the logger saves the first 48 DTMF digits, -or- Save last 48 digits - the logger saves the last 48 DTMF digits (if more than 48 DTMF digits are detected). Session Parameters Define how each session length is determined within this section. The following options are available: Minimum length between sessions - two segments of active audio are considered separate audio segments if the specified number of seconds of silence is detected between them. Enter the minimum length between sessions (in seconds) into the associated text-box or using the provided up/down arrows. Maximum session length - the maximum number of seconds of active audio that can be considered an audio segment. Enter the maximum session length (in seconds) into the associated text-box or using the provided up/down arrows. Post session duration - in the case of a timeout (inactive audio), this value is how many seconds of silence are needed before closing the session. Enter post session duration (in seconds) into the associated text-box or using the provided up/down arrows. Logger call retention This section provides the functionality of being able to perform an age-based deletion of the calls from the logger. Either select: Do not automatically delete calls based on age - calls will NOT be automatically deleted irrespective of how long they have been on the logger, -or- Chapter 7: NICE Inform System Administration 384

385 Delete calls older than - enter the number of days after which calls will be deleted on the logger by either entering the number into the available text-box or using the provided up/down arrows. Calls that have been on the logger for longer than the number of days set will get automatically deleted. 6 If you have changed the logger settings, click the Save button. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Viewing & updating channel settings Specific terminology is used when navigating the tree pane to view and update channel settings. For help with this terminology, see Tree structure terminology. Viewing channel settings To view the settings of a channel (or channels) that is assigned to a NICE Interaction Center: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NICE Perform systems node and then expand the required NICE Perform system node. 3 Expand the NICE Interaction Center node and select the required logger. 4 Click the Channels tab and the Channels page is presented: 5 If this is the first time you click on the Channels tab since you logged into NICE Inform, the logger channels will automatically refresh to ensure that they are the latest; either: Check the Close dialog when complete box, which, causes the dialog to close automatically shortly after the refresh process completes, unless an error has occurred, Chapter 7: NICE Inform System Administration 385

386 -or- Once the refresh process is complete, click the Close button to close the dialog. 6 The Channels table displays settings for each individual channel on the logger. Each column can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. Column Description If the channel is not configured then an channel is in an alarm state then an icon is displayed. If the icon is displayed. Channel Channel type Minimum period activity Maximum period activity The individual channel number. The type of channel e.g. Analog or Digital. The measured activity over the period defined by the Minimum period setting. If the activity is less than the Minimum activity setting, then the channel will be in an alarmed state. The measured activity over the period defined by the Maximum period setting. If the activity has exceeded the Maximum activity setting, then the channel will be in an alarmed state. Editing channel settings To edit the settings for a channel or a group of channels: 1 Select a channel (or multiple channels using Microsoft Windows standard Shift and Ctrl methods) from within the Channels table. 2 Either: Click the Edit button, -or- Click the button on the Settings panel. You can change the settings for one channel by selecting the channel and double clicking. 3 The Settings panel is presented and is divided into the following sections: Chapter 7: NICE Inform System Administration 386

387 General The following options are available: For your information, the channel number and channel type are displayed in the General section. Configured - when checked, all the channel settings in the Settings panel are enabled. Unchecking this box disables all the settings. When un-checking the Configured box, the affected channel(s) will be disabled and then re-enabled automatically. Recording on the affected channel(s) will stop. Chapter 7: NICE Inform System Administration 387

388 Enabled for recording - when checked, the selected channel(s) are ready to record audio. Unchecking this box stops recording on the selected channels. Compression type - The compression type is the bit rate at which audio is recorded on the channel. Depending on your site configuration, select the compression type from the dropdown list. The different compression types are: Compression Type Compression Ratio Bit rate ACA 5.6 kb/s 11.4:1 Compression 5.6 kb/s ACA 6.4 kb/s 10:1 Compression 6.4 kb/s ACA 7.2 kb/s 8.8:1 Compression 7.2 kb/s ACA 8 kb/s 8:1 Compression 8 kb/s G.729a 8 kb/s 8:1 Compression 8 kb/s G kb/s 10:1 Compression 6.3 kb/s G kb/s 12:1 Compression 5.3 kb/s ADPCM 16 kb/s 4:1 Compression 16 kb/s ADPCM 32 kb/s 2:1 Compression 32 kb/s PCM 64 kb/s No Compression 64 kb/s PCM A-Law No Compression 64 kb/s PCM MU Law 64 kb/s No Compression 64 kb/s Activity Detection When changing the Compression type, the affected channel(s) will be disabled and then re-enabled automatically. During this period, recording on the channel(s) will stop. Activity detection is how you define what type of audio is recorded on the channel. Activity detection is set separately for each channel so that you can choose to record different types of audio on different channels. When changing the Activity Detection mode, the affected channel(s) will be disabled and then re-enabled automatically. During this period, recording on the channel(s) will stop. The following options are available: Mode - select one of the following Activity Detection modes from the drop-down list. The different Activity Detection modes are: Activity Detection mode Energy External Description Based on average volume of the audio signal on the input channel. This type of detector is supported in all system configurations and is recommended for telephone inputs. The Energy detector, however, cannot differentiate between line noise and voice signals with the same level. External trigger (such as a radio receiver s squelch output) is connected to the external activity detector input of the NiceLog Logger. Chapter 7: NICE Inform System Administration 388

389 VOX On/Off Hook Energy, External None (Optional) Recognizes the characteristics of human voice, and rejects all other input audio so that only human voice is considered active. (Optional) For telephone inputs. Detects when the telephone is in use (OFF hook) and not in use (ON hook). Audio on the input channel is recorded only when the connected telephone is in use. Based on average volume of the audio signal on the input channel and is connected to the external activity detector input of the NiceLog Logger. Disables Activity Detection for the selected audio input channel(s) so that all audio input is recorded. Threshold (%) - the threshold determines which audio is considered active on the audio input channel and is based on the input volume of the audio relative to the threshold. NOTES: You can ONLY set a threshold value if the Activity Detection mode is either set to VOX or Energy. Otherwise this feature is disabled. The default threshold value is 39%. For a VOX Activity Detection mode, the recommended threshold value is 50%. When changing the Threshold value, the affected channel(s) will be disabled and then re-enabled automatically. During this period, recording on the channel(s) will stop. Follow these guidelines when setting the channel threshold level: A threshold level that is too low could cause silent audio segments to be recognized as active. In this case, disk space is wasted, and silence compression during playback will not function. A threshold level that is too high could cause active segments to be considered silent. Since silent segments are not recorded to the Logger s hard disk when activity detection is enabled, important audio data could be lost. Once the correct threshold value has been decided, enter this value using the text-box provided. Entry is assisted using the up/down arrows. Activity Statistics In the Activity Statistics section you set minimum and maximum levels so that if the amount of activity reaches below or above these levels, an Activity Statistics alarm is triggered. These levels are computed by averaging the amount of activity over a period of time. They do not report a temporary change in activity level, as these changes occur naturally between recording sessions. To enable the Activity Statistics section, check the Enable alarms box. Once enabled, the following options are available: Minimum activity (%) - The minimum activity rate (1% to 99%) allowed for the channel. The activity rate is the percentage of time that the channel is active. Normally, the minimum activity rate is 0.1%. This ensures that the Activity Statistics alarm for the channel will not be activated unless no activity at all is detected during the minimum activity rate period. Enter the minimum activity value using the text-box provided. Entry is assisted using the up/down arrows. Minimum period (hours) - The reference period (1 to 72 hours) for the minimum Activity rate check. If, during that period, the activity rate is below the minimum rate, the Activity Statistics alarm is activated. Normally, a longer period is appropriate (such as 72 hours). Enter the minimum period of hours using the text-box provided. Entry is assisted using the up/down arrows. Chapter 7: NICE Inform System Administration 389

390 Maximum activity (%) - The maximum activity rate (1% to 99%) allowed for the channel. The activity rate is the percentage of time that the channel is active. Normally the maximum activity rate is 99%. This ensures that the Activity Statistics alarm for the channel will only be activated if active audio is detected 100% of the time during the maximum activity rate period. Enter the maximum activity value using the text-box provided. Entry is assisted using the up/down arrows. Maximum period (hours) - The reference period (1 to 72 hours) for the maximum rate check. If, during the specified period, the activity rate on the selected audio input channel is above the maximum rate, the Activity Statistics alarm is activated (if enabled). Normally, a short period is appropriate (such as one hour). Enter the maximum period of hours using the text-box provided. Entry is assisted using the up/down arrows. You MUST ensure that the Maximum activity (%) * the Minimum period (hours) does NOT exceed the Maximum activity (%) * the Maximum period (hours). If this rule is not followed then you will be presented with a dialog message informing you of this. You will have to adjust the values accordingly. Please refer to the following examples to help illustrate this rule: Example A Example A shows a condition where the values are acceptable (1*72 = 72 and 99*1 = 99). Example B Example B shows a condition where the values are not acceptable (2*72 = 144 and 99*1 = 99). Input Gain Control The Input Gain Control section allows you to specify an audio channel s input level (gain) either automatically or manually. Select either: Automatic - enables AGC (Automatic Gain Control). This averages the volume level of the signal on the audio input channel so that high and low volume audio from the source are recorded automatically at the same volume level, -or- Manual (db) - once selected, enter the gain level between the values of zero and 30 db (according to logger configuration) using the text-box provided. Entry is assisted using the up/down arrows. Chapter 7: NICE Inform System Administration 390

391 Session Creation Criteria Audio Alarms When changing the Session creation criteria, the affected channel(s) will be disabled and then re-enabled automatically. During this period, recording on the channel(s) will stop. Available options for session creation criteria is dependant on your logger configuration. Possible options for session creation criteria include: API command - opens a session on demand. On/off hook detection - creates sessions according to on/off hook activity. Audio segments are separated by the beginning and ending of conversations that are detected using on/off hook signal information. DTMF - Creates sessions according to DTMF parameters as defined on the logger Settings page (see Logger settings). This option is ONLY displayed if the logger supports DTMF Start and Stop codes. Activity detection - audio segments are defined by the level of activity on the telephone dependant on the activity detection mode on the channel(s). Incoming call detection - incoming call detected e.g. from a telephony switch. External trigger - session created by an external trigger (such as a radio receiver s squelch output). This option is ONLY displayed if the logger supports external triggers. The following option is available: Enable warning tones - warning tones notify the caller that a telephone conversation is being recorded by sounding a beeping tone. Check the box to enable warning tones for the selected channel(s). Saving the changes to the selected channel(s) 1 Once you have configured all the changes to the selected channel(s), click Save and the Update Logger Channels dialog is presented: 2 Double check that you require to update the settings for the channel(s) in the list and click Yes. 3 A Wizard Progress dialog is presented providing a summary of the channels that are being updated. 4 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the update process completes, unless an error has occurred, -or- Once the update process is complete, click the Close button to close the dialog. Chapter 7: NICE Inform System Administration 391

392 Logger backup Configuring logger backup Specific terminology is used when navigating the tree pane to configure logger backup. For help with this terminology, see Tree structure terminology. Any NICE Perform logger device can be backed up using different configurations. All these available device options are detailed on the Backup page. To configure logger backup: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NICE Perform systems node and then expand the required NICE Perform system node. 3 Expand the NICE Interaction Center node and select the required logger. 4 Click the Backup tab and the Backup page is presented: Devices table The devices table lists all the devices (or drives) that are available for backup. Typically these devices are either a tape or a DVD drive. The following columns are displayed within the Devices table: Column Description An icon is presented if there is an error on the device. An icon is presented if the device is empty. Device The allocated number provided for the device. This is either 1 or 2 as ONLY two devices are supported. Type Assignment Status Fill status The type of device (typically tape or DVD). The mode of operation assigned to the device (manual, automatic or retrieval mode). The archiving status for the device. A progress bar providing a percentage of space used on the device. Chapter 7: NICE Inform System Administration 392

393 Button bar Select the required device from the Devices table and the following buttons are available to help you configure logger backup: Button Name Manual archiving (see Configuring manual archiving) Configure automatic archiving (see Configuring automatic archiving) Eject media (see Ejecting media) View contents (future feature) Select archiving mode (see Selecting archiving mode) Configuring manual archiving To manually configure which recordings are to be archived based on recording time and logger channels: 1 From within the Backup page, select the required device from the Devices table. For help navigating to the Backup page, see Configuring logger backup. 2 Click the Select archiving mode button and select Manual archiving from the dropdown list. 3 Within the button bar, click the Manual archiving button and the Manual Archiving dialog is presented: Chapter 7: NICE Inform System Administration 393

394 4 Configure the Archive from section by selecting either: Channel start - archive will start from the earliest recording on the selected channel(s). -or- At specified time - recordings between the specified time will be archived. Enter the archive date by using the text-box provided. Date entry is assisted by clicking the Calendar button. A calendar control is presented to aid in choosing a particular date (see Using the calendar control in the NICE Inform Reconstruction chapter). Enter the archive time (if required) using the text-box provided. Time entry is assisted by either selecting the hours, minutes or AM/PM and then using the up/down arrows. 5 Configure the Archive to section to selecting either: Channel end - archive will end at the last recording on the selected channel(s). -or- At specific time - recordings between the specified time will be archived. Enter the archive date by using the text-box provided. Date entry is assisted by clicking the Calendar button. A calendar control is presented to aid in choosing a particular date (see Using the calendar control in the NICE Inform Reconstruction chapter). Enter the archive time (if required) using the text-box provided. Time entry is assisted by either selecting the hours, minutes or AM/PM and then using the up/down arrows. 6 Select the channels you wish to archive. To add entries to the Selected channels list: a Highlight the required entry in the Available channels list. b Click the Add > button; the entry is moved to the Selected channels list. c Repeat for each entry required. To remove entries from the Selected channels list: a Highlight the required entry in the Selected channels list. b Click the < Remove button; the entry is moved to the Available channels list. c Repeat for each entry required. To move all entries to the Selected channels list, click the Add All >> button. To move all entries from the Selected channels list, click the << Remove All button. TIP: If you wish to select all but one or two channels, click the Add All >> button to move all channels to the Selected channels list, then remove the channels not required. 7 Click OK and after a few moments the manual archiving task will start. The device status will change to Archiving in the Devices table. Configuring automatic archiving To configure which recordings are to be automatically archived based on recording time and logger channels: 1 From within the Backup page, select the required device from the Devices table. For help navigating to the Backup page, see Configuring logger backup. 2 Click the Configuring archiving mode button. The Automatic Archiving Configuration Wizard opens at the Welcome screen. Click Next to continue. 3 At the Select Archiving Scheme screen: Chapter 7: NICE Inform System Administration 394

395 4 Select the device to configure e.g. tape or DVD drive by checking the associated Device box. If the logger has two available devices then you can select the second one using the same method. If you un-check all available devices, automatic archiving will not start once you complete the wizard. The device assignment will change to Not used in the Devices table to indicate this. 5 At the Archiving scheme section, select either: Continuous - all recordings on the logger are continuously archived to the media loaded into the device. When the media is full, it is ejected automatically. If the logger has two devices and you have selected both in the Devices section archiving begins on the first media and once full, continues on the second media, -or- Channel based - each device is configured to archive recordings on specific channels. You can select which channels are assigned to each device(s) however, all channels MUST be assigned, -or- Mirrored - two devices archive the same recordings from the logger at the same time. Once selected you MUST set a timeout value (in minutes) either by entering the minutes in the text-box provided or by using the up/down arrows. The timeout value determines how long a device will wait for the other device in the event of archiving failure. If the failed archiving device resumes within the timeout period, mirrored archiving will continue. If the failed archiving device does not resume within the specified timeout period, the remaining device will continue independently. Chapter 7: NICE Inform System Administration 395

396 The mirrored archiving scheme requires two devices. If your logger only has one device then this option is disabled. 6 Click Next to continue and the Select Archiving Schedule screen is presented: 7 At the Start archiving section, select either: When the media is inserted - archiving will start as soon as the media is inserted into the device, -or- Periodically at - set archiving to begin at a specific time on a specific day (or days) of the week. First set the time using the text-box provided. Time entry is assisted by either selecting the hours, minutes or AM/PM and then using the up/down arrows. Then select the day or days of the week by checking the associated boxes. 8 At the Finish archiving section, select either: When the media is full - archiving will finish when the media inserted into the device is full. This feature is disabled if you have selected the Periodically at option in the Start archiving section. Periodically at - set archiving to end at a specific time on a specific day (or days) of the week. First set the time using the text-box provided. Time entry is assisted by either selecting the hours, minutes or AM/PM and then using the up/down arrows. Then select the day or days of the week by checking the associated boxes. Chapter 7: NICE Inform System Administration 396

397 If you have set archiving to begin at a specific time and on a specific day (or days), the Finish archiving mode automatically changes to 6 hours later. Therefore, the Periodically at option is disabled. 9 Click Next to continue and the Select Media Overwrite Rules screen is presented: The Select Media Overwrite Rules screen is only presented if one or more devices have been selected within the Select Archiving Scheme screen. 10 Chose when to overwrite media on each device or devices by selecting either: Always overwrite - recordings that have been archived are overwritten immediately when a different media is inserted into the device. If you eject a media and then insert it back into the device, the new contents are appended. If you insert a different media into the device, the media is overwritten. -or- Only overwrite after - specify the number of days or months before archived recordings can be overwritten. First set the number for either days or months using the text-box provided. Entry is assisted by using the up/down arrows. Then select either Days or Months from the drop-down list. 11 Click Next to continue and the Select Channels screen is presented: The Select Channels screen is only presented if you have selected at least one device and set the Archiving scheme option to Channel based within the Select Archiving Scheme screen. Chapter 7: NICE Inform System Administration 397

398 12 Select the channels you wish to archive. To add entries to the Selected channels list: a Highlight the required entry in the Available channels list. b Click the Add > button; the entry is moved to the Selected channels list. c Repeat for each entry required. To remove entries from the Selected channels list: a Highlight the required entry in the Selected channels list. b Click the < Remove button; the entry is moved to the Available channels list. c Repeat for each entry required. To move all entries to the Selected channels list, click the Add All >> button. To move all entries from the Selected channels list, click the << Remove All button. TIP: If you wish to select all but one or two channels, click the Add All >> button to move all channels to the Selected channels list, then remove the channels not required. 13 Click Next to continue. If you have selected two devices from within the Select Archiving Scheme screen, the Select Channels screen will be presented again for this second device. You will have to select the channels using the same method as for the first device. You can select which channels are assigned to each device(s) however, all channels MUST be assigned. 14 Once the channels have been selected for the devices(s), and you have clicked Next, the Summary screen is presented: Chapter 7: NICE Inform System Administration 398

399 15 Check that the details relating to the automatic archiving are correct. Once satisfied, click Finish. If any of the information within the Summary screen is incorrect, click the Back button to make any changes. Ejecting media To eject media (tape or DVD) from a device: 1 From within the Backup page, select the required device from the Devices table. For help navigating to the Backup page, see Configuring logger backup. 2 Click the Eject media button. 3 The device status will change to Ejecting and once the media has been ejected the status will change to Drive empty. To use this device for archiving, you will need to re-insert the media back into the drive. Selecting archive mode To select the archiving mode for the device (tape or DVD drive) on the logger: 1 From within the Backup page, select the required device from the Devices table. For help navigating to the Backup page, see Configuring logger backup. 2 Click the Select archiving mode button. The following options are available for selection from the resulting drop-down list: Retrieval - sets the selected device to be able to retrieve recordings from the appropriate media e.g. tape or DVD drive. Chapter 7: NICE Inform System Administration 399

400 Manual archiving - sets the selected device to archive in manual mode. Select this option and click the Manual archiving button to configure manual archiving on the selected logger channel(s) (see Configuring manual archiving). If you have two available devices for backup, you CANNOT set both to Manual archiving mode at the same time. Automatic archiving - sets the selected device to archive in automatic mode. You will first need to configure automatic archiving by running the Automatic Archiving Configuration Wizard followed by setting the Automatic archiving mode. If you have two available devices for backup, you CANNOT set one device in Retrieval mode and the other in Automatic archiving mode at the same time. 3 Once you have made your selection, a tick is placed alongside the active mode. Changing the mode will result in the media being ejected from the device. You will have to re-insert the media back into the archiving before archiving can begin. Changing to Manual mode When changing from Retrieval or Automatic archiving mode to Manual archiving mode, you will be presented with a message asking if you would like to overwrite the current media or append to the current media. Click No to append to the current media or click Yes to overwrite the current media. NICE Perform Storage Center Specific terminology is used when navigating the tree pane to view details of the NICE Perform Storage Center. For help with this terminology, see Tree structure terminology. To view the details of the NICE Perform Storage Center: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NICE Perform systems node and then expand the required NICE Perform system node. 3 Select the NICE Perform Storage Center node. 4 Select the General tab and the General page is presented: Chapter 7: NICE Inform System Administration 400

401 5 The following read-only details are displayed: Label - the label (name) of the NICE Perform Storage Center. Network address - the network address of the NICE Perform Storage Center. Capacity - the total storage capacity in GB (Gigabytes) of the NICE Perform Storage Center. An accompanying pie chart is displayed to provide you with a graphical representation of the free space and used space on the NICE Perform Storage Center. In addition, text is displayed alongside the pie chart providing you with a percentage or gigabyte value of the used and free space. NICE Perform Storage Center rules Specific terminology is used when navigating the tree pane to view NICE Perform Storage Center rules. For help with this terminology, see Tree structure terminology. Storage rules define which recordings MUST be archived to the NICE Perform Storage Center, when archiving should take place and where the recordings must be archived (in a NICE Perform Storage Center group). To view the storage rules that have been configured on the NICE Perform server: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NICE Perform systems node and then expand the required NICE Perform system node. 3 Select the NICE Perform Storage Center node. 4 Select the Storage Rules tab and the Storage Rules page is presented: 5 The following columns are displayed within the Storage Rules table: Each column (apart from the Status column) can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. Chapter 7: NICE Inform System Administration 401

402 Column Description An icon is presented if the storage rule is inactive. Rule name Description Schedule start Interval Storage groups Status The (name) provided for the storage rule. The description (if added) for the storage rule. The date / time that the storage rule is scheduled to start. The interval time between each archive task of the storage rule. The NICE Perform Storage Center group (or groups) where recordings will be archived to. The percentage completion of the current archive task. Viewing storage rules schedule A storage rules schedule is configured on the NICE Perform server. To view the storage rules schedule, click the Storage rule schedule Schedule dialog is presented: button. The Storage Rule The following read-only information is presented: Schedule Start time - The date / time that the storage rule is scheduled to start. Schedule runs every - The interval time between each archive task. Maximum task duration (minutes) - The maximum amount of time (in minutes) that each archive task will run. Once you have checked the storage rules schedule details, click OK to close the dialog. Chapter 7: NICE Inform System Administration 402

403 Editing a NICE Perform Storage Center group Specific terminology is used when navigating the tree pane to edit the details of the NICE Perform Storage Center group. For help with this terminology, see Tree structure terminology. To edit the details of a NICE Perform Storage Center group: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NICE Perform systems node and then expand the required NICE Perform system node. 3 Expand the NICE Perform Storage Center node and select the required NICE Perform Storage Center group node. 4 Select the General tab and the General page is presented: 5 Change the following details as required: Label - edit the label (name) of the NICE Perform Storage Center group in the text-box provided. Number of storage units - the number of storage units that have been configured for this NICE Perform Storage Center group. Capacity (GB) - the maximum storage capacity (GB) available for all configured NICE Perform Storage Center units. The Number of storage units and Capacity fields are read-only and CANNOT be edited. Retention period (days) - either: Check the associated box and edit the number of days that files MUST remain in this NICE Perform Storage Center group in the text-box provided. Entry is assisted by using the up/down arrows, -or- Un-check the box if you do not want to set a retention value. 6 On completion, click the Save button. Chapter 7: NICE Inform System Administration 403

404 Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. An accompanying pie chart is displayed to provide you with a graphical representation of the free space and used space on the NICE Perform Storage Center group. In addition, text is displayed alongside the pie chart providing you with a percentage or gigabyte value of the used and free space. Configuring NICE Perform Storage Center units Specific terminology is used when navigating the tree pane to configure NICE Perform Storage Center units. For help with this terminology, see Tree structure terminology. A NICE Perform Storage Center unit is a configurable physical storage path that is located on the NICE Perform Storage Center group. Recordings are stored in this location. Multiple storage paths can be configured in order to increase storage capacity. To configure NICE Perform Storage Center units: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the NICE Perform systems node and then expand the required NICE Perform system node. 3 Expand the NICE Perform Storage Center node and select the required NICE Perform Storage Center group node. 4 Select the Storage Units tab and the Storage Units page is presented: 5 The following columns are displayed within the Storage Units table: Each column (apart from the Fill status column) can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. Chapter 7: NICE Inform System Administration 404

405 Column Description An icon is presented if the maximum threshold for storage on the NICE Perform Storage Center unit has been reached. Unit name Storage path Type Capacity Fill status The name of the NICE Perform Storage Center unit. The file path (network share) where the recordings will be stored. The type of storage; either: Directory per day - subdirectories are created under the defined storage path for each day of the year, -or- Multiple directories - subdirectories are created under the defined storage path (based on destination type). Recordings are stored in a cyclic manner. When one subdirectory reaches full capacity, recordings are automatically stored to the next subdirectory. The storage capacity in GB (Gigabytes) on the NICE Perform Storage Center unit. The percentage of used storage space on the NICE Perform Storage Center unit. Hover the cursor over the bar to display a tool tip providing a percentage of space used, the capacity of the database device (GB) and the used space (GB). Button bar Select the required device from the Storage Units table and the following buttons are available to help you add, edit and delete NICE Perform Storage Center units: Button Name Add storage unit (see Adding a NICE Perform Storage Center unit) Edit storage unit (see Editing a NICE Perform Storage Center unit) Delete storage unit (see Deleting a NICE Perform Storage Center unit) Chapter 7: NICE Inform System Administration 405

406 Adding a NICE Perform Storage Center unit To add a new NICE Perform Storage Center unit: 1 From within the Storage Units page, click the Add storage unit button and the Add Storage Unit dialog is presented: For help navigating to the Storage Units page, see Configuring NICE Perform Storage Center units. 2 Enter the following information: Name - enter a name for the storage unit in the text-box provided. Storage path - enter a valid path for the NICE Perform Storage Center unit in the textbox provided. The storage path MUST be a valid network share e.g. \\storage server\storage directory. Storage type - select either: Directories per day - subdirectories are created under the defined storage path for each day of the year, -or- Multiple directories - subdirectories are created under the defined storage path based on the destination type. Files are written to the subdirectories in a cyclic manner and therefore when one subdirectory reaches full capacity, files are written to the next subdirectory. Number of subdirectories - set the number of subdirectories on the NICE Perform Storage Center unit in the text-box provided. Entry is assisted by using the up/down arrows. Chapter 7: NICE Inform System Administration 406

407 The Number of subdirectories option is only available when the storage type has been set to Multiple directories. Capacity (GB) - the total capacity (GB) for storage on this storage unit. Enter the storage capacity in the text-box provided. Entry is assisted by using the up/down arrows. Maximum threshold % - the maximum percentage threshold for storage on the storage unit. Enter the maximum threshold in the text-box provided. Entry is assisted by using the up/down arrows. When total storage reaches the maximum percentage threshold, deletion of archived recordings will occur (unless the group retention period has not expired). 3 Click OK. 4 You are presented with a message informing you that you must restart the NICE Perform Storage Center to apply these changes. Click OK and restart the NICE Perform Storage Center. 5 The new NICE Perform Storage Center unit is displayed in the Storage unit table. Editing a NICE Perform Storage Center unit To edit a NICE Perform Storage Center unit: 1 From within the Storage Units page, select the required NICE Perform Storage Center unit from the Storage Units table. For help navigating to the Storage Units page, see Configuring NICE Perform Storage Center units. 2 Click the Edit storage unit button and the Edit Storage Unit dialog is presented: 3 Edit the following information: Chapter 7: NICE Inform System Administration 407

408 Name - edit the name for the NICE Perform Storage Center unit in the text-box provided. Capacity (GB) - the total capacity (GB) for storage on this storage unit. Edit the storage capacity in the text-box provided. Entry is assisted by using the up/down arrows. Maximum threshold % - the maximum percentage threshold for storage on the storage unit. Edit the maximum threshold in the text-box provided. Entry is assisted by using the up/down arrows. The Storage path and Storage type fields are read-only and CANNOT be edited. 4 Click OK. 5 You are presented with a message informing you that you must restart the NICE Perform Storage Center to apply these changes. Click OK and restart the NICE Perform Storage Center. 6 The edited NICE Perform Storage Center unit is displayed in the Storage unit table. Deleting a NICE Perform Storage Center unit To delete a NICE Perform Storage Center unit: 1 From within the Storage Units page, select the required NICE Perform Storage Center unit for deletion from the Storage Units table. For help navigating to the Storage Units page, see Configuring NICE Perform Storage Center units. 2 Click the Delete storage unit button. A confirmation message is presented confirming the deletion. 3 Click the Yes button. 4 You are then presented with a message informing you that you must restart the NICE Perform Storage Center to apply these changes. Click OK and restart the NICE Perform Storage Center. The NICE Perform Storage Center unit is deleted from the Storage unit table. Chapter 7: NICE Inform System Administration 408

409 Resource Groups Creating a resource group Specific terminology is used when navigating the tree pane to create a resource group. For help with this terminology, see Tree structure terminology. To create a resource group: 1 Either: Select the Resource Groups node in the tree (if the new group is to be a child of this node), -or- Expand the Resource Groups node in the tree and select the required group (if this new group is to be the child of this node). 2 Click the Add Resource Group button and the New Resource Group wizard opens at the Welcome screen. Click the Next button. 3 At the Group Name and Description screen: a b c Enter the name of the Group (mandatory). Enter a Description (optional). On completion, click the Next button and the Add Resources screen is presented: Chapter 7: NICE Inform System Administration 409

410 4 Select the resources to be added to the resource group: a b Select the required resource, either Recording systems or Resource groups from within the Groups tree. Select the resource(s) to be attached to the resource group. The Quick Search facility enables you to find the required resource(s). Enter the required text in the box and click Go. The search will return all the resources that have that text as part of their name. The search is NOT case-sensitive. To add entries to the Selected resources list: i Highlight the required entry in the Available resources list. ii Click the Add > button; the entry is moved to the Selected resources list. iii Repeat for each entry required. To remove entries from the Selected resources list: i Highlight the required entry in the Selected resources list. ii Click the < Remove button; the entry is moved to the Available resources list. iii Repeat for each entry required. To move all entries to the Selected resources list, click the Add All >> button. To move all entries from the Selected resources list, click the << Remove All button. TIP: If you wish to select all but one or two resources, click the Add All >> button to move all resources to the Selected resources list, then remove the resources not required. c On completion, click the Next button. 5 You are then presented with a Summary screen of the details you have just entered for the new resource group. 6 Click the Finish button to add the resource group. Chapter 7: NICE Inform System Administration 410

411 Editing a resource group NOTES: The Maintenance Resources group CANNOT be edited and is ONLY displayed if Maintenance mode is enabled. To enable this mode, see Editing site details. Specific terminology is used when navigating the tree pane to edit a resource group. For help with this terminology, see Tree structure terminology. To edit an existing resource group: 1 In the tree pane, expand the Resource Group node and select the required Resource Group. 2 In the right-hand pane, two tabbed pages are available for editing; the General page (default) and the Members page. Click the tab of the page you wish to view. General page At the General page: 1 Over type the existing Group name (if required). 2 Over type the existing Description (if required). 3 On completion, click the Save button. Members page At the Members page, you can add further resources to the group. 1 Click the Add button and the Add Resource Group Members dialog is presented: Chapter 7: NICE Inform System Administration 411

412 2 Select the members to be added to the Group (optional): a b Select the required group, either Recording Systems or Resource Groups. Select the required resources. The Quick Search facility enables you to find the required resource(s). Enter the required text in the box and click Go. The search will return all the resources that have that text as part of their name. The search is NOT case-sensitive. To add entries to the Selected resources list: i Highlight the required entry in the Available resources list. ii Click the Add > button; the entry is moved to the Selected resources list. iii Repeat for each entry required. To remove entries from the Selected resources list: i Highlight the required entry in the Selected resources list. ii Click the < Remove button; the entry is moved to the Available resources list. iii Repeat for each entry required. To move all entries to the Selected resources list, click the Add All >> button. To move all entries from the Selected resources list, click the << Remove All button. TIP: If you wish to select all but one or two resources, click the Add All >> button to move all resources to the Selected resources list, then remove the resources not required. c On completion, click the OK button. Chapter 7: NICE Inform System Administration 412

413 Removing resources To remove a resource (or resources) from the resources group: 1 Select the required resource or resources (using Microsoft Windows standard Shift and Ctrl methods) within the Members table. 2 Click the Remove button. A disclaimer message is presented confirming the removal. 3 Click the Yes button. The resource or resources are now removed from the resource group. Moving a resource group Specific terminology is used when navigating the tree pane to move a resource group. For help with this terminology, see Tree structure terminology. To move a resource group and all its sub-groups: 1 In the tree pane, expand the Resource Group node and select the required Resource Group to be moved. 2 Click the Move Resource Group button. 3 A dialog is presented displaying the tree structure of the resource groups that you have the privilege to see: The Maintenance Resources group CANNOT be moved and is ONLY displayed if Maintenance mode is enabled. To enable this mode, see Editing site details. 4 Select a group as the new location for the resource group you wish to move, and click the OK button. The group and its sub-groups are all moved to the new location. Chapter 7: NICE Inform System Administration 413

414 Deleting a resource group Specific terminology is used when navigating the tree pane to delete a resource group. For help with this terminology, see Tree structure terminology. To delete a resource group: 1 In the tree pane, expand the Resource Group node and select the required Resource Group for deletion. 2 Click the Delete Resource Group button. A disclaimer message is presented confirming the deletion. 3 Click the Yes button. The resource group is now deleted. The Maintenance Resources group CANNOT be deleted and is ONLY displayed if Maintenance mode is enabled. To enable this mode, see Editing site details. Chapter 7: NICE Inform System Administration 414

415 Inform Servers Inform server details Specific terminology is used when navigating the tree pane to view NICE Inform server details. For help with this terminology, see Tree structure terminology. To view the details of the NICE Inform server: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Select the Inform Servers node. 3 Click the Servers tab and the Servers page is presented: Details as to the NICE Inform Server (or servers) are displayed within this table. The table displays the following information: Each column can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. Column Description An icon is presented if there is an error connecting to a NICE Inform server. Label Network address Description Server type The label (name) for the NICE Inform server. The network address of the NICE Inform server. A description relating to the NICE Inform server. The NICE Inform server type (Independent, Master or Standby). Chapter 7: NICE Inform System Administration 415

416 Editing Inform server details Specific terminology is used when navigating the tree pane to edit NICE Inform server details. For help with this terminology, see Tree structure terminology. To edit the details of the NICE Inform server: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the Inform Servers node and select the required Inform server. 3 Click the General tab and the General page is presented displaying the Inform server details: 4 Over type the existing entries as required: Label - the label (name) for the Inform server. Network address - the network address or network name of the Inform server. Description - a description relating to the Inform server. 5 Edit one or more of these fields in the associated text-boxes if required. An entry is required in each field otherwise it is not possible to make changes to the Inform server details. 6 On completion, click the Save to commit the changes. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Chapter 7: NICE Inform System Administration 416

417 Server Resilience In order to add a standby Inform server you MUST be licensed for Server Resilience (see Importing licensing details). 7 Within the Server Resilience section set the Type to either: Independent - set this Inform server to be independent (standalone) and hence removing Inform server resilience. Any standby servers will be removed from the Inform server configuration, -or- Master - set this Inform server to be the master. Once you save the Inform server as a master, the Inform Server icon within the tree pane changes to reflect that it is now the master. When setting the Inform server as a Master, you can change the default resilience Folder path if required although it is recommended that you choose a destination for the resilience files that is NOT on the same disk drive as the operating system. The default destination for NICE Inform server resilience is D:\NICE Inform\ServerResilience\NiceInformResilience. In order to add a standby Inform server (see Adding a standby Inform server) you have to make this server a master. 8 On completion, click the Save button to commit the changes. NOTES: Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. If you have changed the Inform server type, a message is presented informing that all users will be automatically logged out from the NICE Inform server that is being updated. All users will be unable to log back in until the server has automatically been reconfigured and restarted. Click Yes to continue. Inform server resilience status The Status Details table displays information relating to the NICE Inform server and databases. The table displays the following information: Column Description If the server is either uncontactable or has been misconfigured then an icon is presented informing you that there is a problem. If a server is contactable and there is an error backing up one or more NICE Inform database(s), the icon presented for each database that has an error. Database Last Backup Status The name of the NICE Inform database. The date and time that the last backup was made. Any errors occurred when backing up the database are displayed here. If there are no errors the status column will be empty. It can take a short while before the status information is retrieved from all the standby Inform servers. Chapter 7: NICE Inform System Administration 417

418 System Diagnostics This section provides the function of being able to run a SNMP system diagnostic test. This feature is designed ONLY for NICE Inform Installation engineers. To perform a SNMP system diagnostic test: 1 Click the drop-down arrow and select Send test SNMP trap. 2 Click the RUN button and confirmation message is presented. 3 Click Yes and the test SNMP trap is sent. 4 Click OK. Inform server settings Specific terminology is used when navigating the tree pane to change NICE Inform server settings. For help with this terminology, see Tree structure terminology. To change the settings for the Inform server: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Select the Inform Servers node. 3 Click the Settings tab and the Settings page is presented: Chapter 7: NICE Inform System Administration 418

419 The Settings page is sub-divided into the following sections: Time Monitor When enabled, the Time Monitor checks that the local timers on a number of systems are progressing at the same rate of time. Here the definition of 'systems' includes the 'standard systems' such as Inform Server, Loggers, CLS systems, NICE Perform systems and an extra list of user defined servers (see Monitoring Remote Microsoft Windows servers below). At periodic intervals (specified by the Polling Frequency) the time elapsed on these systems is compared with the time elapsed on the inform server host system. If the difference is greater than the threshold value (the Margin of Error) an audit event is raised. You can view this audit event within the NICE Inform Audit application. There are a number of configurable options which (once set) will raise such an audit event once the Time Monitor feature has been enabled: Chapter 7: NICE Inform System Administration 419

420 Monitoring remote servers Polling Frequency - How often the Time Monitor checks for time discrepancies. Enter a figure in the text-box and then from the drop-down list, select either minutes or hours as required. Margin of error (when polling locally) - Set the margin of error when monitoring the time on the Inform server (locally). Enter a figure in the text-box and then from the dropdown list, select either seconds or minutes as required. Margin of error (when polling over the network) - Set the margin of error when monitoring the time on anything that is coming over the network. Enter a figure in the text-box and then from the drop-down list, select either seconds or minutes as required. In addition, to checking the standard servers mentioned in the Time Monitor section you can add a custom list of Microsoft Windows servers and/or workstation's which can be monitored for time synchronization. This feature requires the Time Monitor feature enabled. When enabled the following options are available to you: Adding a server To add a server or workstation for monitoring: 1 Click the Add button and the Add Server dialog is presented: 2 Enter the following information: Label - enter a name (label) for the server or workstation in the text-box provided. Network address - enter the hostname or IP address for the server or workstation in the text-box provided. 3 Click OK followed by the Save button. The server or workstation is now added in the Monitored Servers table: Chapter 7: NICE Inform System Administration 420

421 NOTES: Editing a server Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. The Monitored Servers table also shows ALL servers that are being monitored. You CANNOT edit or remove these servers. To edit a server or workstation: 1 Click the Edit button and the Edit Server dialog is presented: 2 Edit the following information: Label - edit the name (label) for the server or workstation in the text-box provided. Network address - edit the hostname or IP address for the server or client workstation in the text-box provided. 3 Click OK followed by the Save button to confirm the changes you have made. Removing a server Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. To remove a server or a workstation so that is no longer monitored: 1 Select the Microsoft Windows server from within the Monitored Servers table: 2 Click the Remove button 3 Click the Save button. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Chapter 7: NICE Inform System Administration 421

422 Check Paired Channels This section provides an automated system check for matching errors between paired channels. Enable this option by checking the Periodically check paired channels for matching errors box. Any paired channels that do not match are displayed as an audit event within the NICE Inform Audit application. In addition, an SNMP trap is raised. Only Channel, Radio and Telephony resource types are checked. Tamper Detection This section identifies potential security risks by detecting if the NICE Inform databases have been altered and whether the code has been changed within NICE Inform. To check for database and code tampering: 1 Enable this feature by checking the Enable tamper detection box. 2 Click the Check Button to perform the database and code tamper checks. 3 The System integrity section displays details of any detected tampering: If any tampering has been detected an audit event is raised whereby you can view what tables and/or what code modules have been tampered with by using the NICE Inform Audit application. When changing a resilience environment (e.g. switching to a master server), code tampering may be detected. Please review the audit event for details. If you have used NICE Inform Database Backup Wizard (see Backing up a database) to backup the NICE Inform databases, then you can restore the database that has been tampered with to an earlier date when its data was still correct by using the SQL Enterprise Manager. Writing to any database using the NICE Inform application suite does NOT affect this tampering check. 4 Click the Reset button to reset the tamper detection. Clicking the Reset button does NOT repair the tampered database or code modules. Once the necessary changes have been made to the Settings page, click the Save button. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Chapter 7: NICE Inform System Administration 422

423 EMC Centera If you have an EMC Centera storage device then you can configure it in this section. Once configured, you can set it as your default storage management for all future incident storage. For help configuring incident storage, (see Managing incident storage (overview)). Adding an EMC Centera device To add an EMC Centera device: 1 Click the Add button and the Add EMC Centera dialog is presented: 2 Enter the following information: EMC Centera location - enter the hostname or IP address for the Centera device in the text-box provided. Configuration file - enter the file path for the configuration file which has been exported from the Centera in the text-box provided (usually a.pea file). In this text-box, you are specifying a file path that is located on the NICE Inform server. The configuration file MUST already exist prior to adding the Centera device. Use for NICE Storage Center retrieval - an optional check-box which when checked, enter the name for the Storage Center that uses this Centera. NOTES: The Use for NICE Storage Center retrieval option is ONLY relevant if your system uses a NICE Storage Center. You MUST enter the same NICE Inform Storage Center server name (case sensitive) as displayed in the call record details. 3 Click OK to followed by the Save button. The EMC Centera device is now added in the EMC Centera table: Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Chapter 7: NICE Inform System Administration 423

424 Editing an EMC Centera device To edit an EMC Centera device: 1 Select the EMC Centera device from the EMC Centera table. 2 Click the Edit button and the Edit EMC Centera Connection dialog is presented: 3 Edit the following information: EMC Centera location - edit the hostname or IP address for the Centera device in the text-box provided. Configuration file - edit the file path for the configuration file which has been exported from the Centera in the text-box provided. Use for NICE Storage Center retrieval - an optional check-box which when checked, allows you to edit the name for the NICE Storage Center that uses this Centera. 4 Click OK followed by the Save button to confirm the changes you have made. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Removing an EMC Centera device To remove an EMC Centera device: 1 Select the EMC Centera device from the EMC Centera table. 2 Click the Remove button followed by the Save button. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Adding a standby Inform server NOTES: A standby NICE Inform server can ONLY be added from a NICE Inform server that has been set to a master (see Editing Inform server details). The standby Inform server MUST be licensed for Inform Server Resilience (see Importing licensing details). Specific terminology is used when navigating the tree pane when adding a standby Inform server. For help with this terminology, see Tree structure terminology. Chapter 7: NICE Inform System Administration 424

425 To add a standby NICE Inform server: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Select the Inform Servers node. 3 Click the Add Inform Server button and the General page is presented: Before you can add a standby Inform resilient server (or servers), you MUST ensure that you have created a master Inform server. If not you will be presented with a message informing you to do so. For help setting an Inform server as a master, see Editing Inform server details. 4 Enter the following server information: Label - enter the label (name) for the Inform server in the text-box provided. Network address - enter the network address or network name of the Inform server in the text-box provided. Description - enter a description relating to the Inform server in the text-box provided. 5 Within the Server Resilience section, the Type option is grayed out and set to Standby. 6 Change the default resilience Folder path if required although it is recommended that the default path should be used. The folder path is where the resilience files are stored. 7 On completion, click the Add button to commit the changes. NOTES: Click the Cancel button at any stage prior to clicking the Add button to change all settings back as they were. When adding a standby Inform server, a message is presented informing that all users will be automatically logged out from the NICE Inform standby server that is being added. All users will be unable to log back in until the standby server has automatically been reconfigured and restarted. Click Yes to continue. All standby Inform servers are displayed in the tree pane under the master inform server node: Chapter 7: NICE Inform System Administration 425

426 Inform server resilience status The Status Details table displays information relating to the NICE Inform databases. The table displays the following information: Column Description If the server is either uncontactable or has been misconfigured then an icon is presented informing you that there is a problem. If a server is contactable and there is an error backing up one or more NICE Inform database(s), the icon presented for each database that has an error. Database Last Backup Status The name of the NICE Inform database. The date and time that the last backup was made. Any errors occurred when backing up the database are displayed here. If there are no errors the status column will be empty. It can take a short while before the status information is retrieved from all the standby Inform servers. Changing the role of a standby Inform server Specific terminology is used when navigating the tree pane to change the role of a standby NICE Inform server. For help with this terminology, see Tree structure terminology. If the master Inform server becomes unreachable then you have two options available: Promoting a standby server to a master server To promote a standby NICE Inform server to a master server: 1 Log into NICE Inform on the standby Inform server that you require to be the new master. 2 In the tree pane, expand the Recording Systems node and then expand the Site node. 3 Expand the Inform Servers node and select the required Inform server. 4 Click the General tab and the General page is presented displaying the Inform server details: Chapter 7: NICE Inform System Administration 426

427 5 Within the Server Resilience section set the Type to Master. 6 Change the default Folder path if required although it is recommended that the default path should be used. The folder path is where the resilience files are stored. 7 On completion, click the Save button to commit the changes. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. The previous master Inform server is automatically removed from the Inform server configuration. Any additional standby servers are reconfigured as standby servers to the new master as long as they are reachable. If unreachable then they are removed from the Inform server configuration. NOTES: When the original master Inform server becomes reachable again, it can be reintroduced as a resilient standby server. For help reintroducing it, see Reintroducing the original master Inform server. When changing a resilience environment (e.g. switching to a master server), code tampering may be detected. Please review the audit event for details. You can view this audit event within the NICE Inform Audit application. Resetting a standby server to an independent server To reset a standby Inform server to an independent server: 1 Log into NICE Inform on the standby Inform server that you require to be an independent server. 2 In the tree pane, expand the Inform Servers node and select the required Inform server. 3 Click the General tab and the General page is presented displaying the Inform server details. 4 Within the Server Resilience section set the Type to Independent. Chapter 7: NICE Inform System Administration 427

428 5 On completion, click the Save button to commit the changes. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. The previous master Inform server and any additional standby servers are automatically removed from the Inform server configuration. Reintroducing the original master Inform server When the original master Inform server becomes reachable again, it can be reintroduced as a resilient standby server. NOTES: In the event that the original Inform server needs rebuilding then you will need to reinstall NICE Inform. Please refer to the NICE Inform User Guide supplied on the NICE Inform DVD-ROM for help. Specific terminology is used when navigating the tree pane to reintroduce the original master Inform server. For help with this terminology, see Tree structure terminology. To reintroduce the original Inform standby server: 1 Log into NICE Inform on the original master Inform server. 2 In the tree pane, expand the Recording Systems node and then expand the Site node. 3 Expand the Inform Servers node and select the required Inform server. 4 Click the General tab and the General page is presented displaying the Inform server details: 5 Within the Server Resilience section set the Type to Independent. 6 Log into NICE Inform on the current master Inform server. Chapter 7: NICE Inform System Administration 428

429 7 Add the original master Inform server as a Standby Inform server. For help adding standby Inform server, see Adding a standby Inform server. Deleting a standby Inform server Specific terminology is used when navigating the tree pane to delete a standby NICE Inform server. For help with this terminology, see Tree structure terminology. To delete a standby NICE Inform server: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the Inform Servers node and select the required Inform standby server for deletion. 3 Click the Delete button. 4 A message is presented informing you that this is a resilient standby server and after deletion, it will be configured as an independent Inform server. 5 Click the Yes button. The standby Inform server is now be deleted. You CANNOT delete a master or independent Inform server. Inform server resilience failover When there is more than one NICE Inform server present in the system the workstation will automatically fail over to a second NICE Inform server if it detects that it has either lost the connection to the current NICE Inform server (either for scheduled maintenance or actual failure) or the current NICE Inform server loses its database connection. NOTES: Failover will ONLY occur if your system is configured for Inform server resilience. Any unsaved work prior to the NICE inform server becoming unavailable may become lost. The list of available servers is only read at application startup. If the NICE Inform server to which you are currently connected becomes unavailable you are initially presented with a dialog: 1 Click the Yes button to try and reconnect to an alternative NICE Inform server. 2 The NICE Inform application suite will now close. 3 You will now be automatically logged in to an alternative NICE Inform server. Chapter 7: NICE Inform System Administration 429

430 Your login details and the NICE Inform application that you were using are remembered. Therefore, once you connect to an alternative standby NICE Inform server, it will automatically log you in to the same application. Once the Initial NICE Inform server is available again, close the NICE Inform application, relaunch Microsoft Internet Explorer and open NICE Inform from your web link or Internet favorite. When NICE Inform standby server is isolated from NICE Inform master server There are a number of features that become unavailable if the NICE Inform standby server becomes isolated from the NICE Inform master server. This is because the master server has become unavailable or the standby server cannot connect to it. These include most features that write information to a NICE Inform database that is controlled by the master NICE Inform server. These features are: Application NICE Inform Verify NICE Inform Monitor NICE Inform Reconstruction NICE Inform Reconstruction NICE Inform Reconstruction NICE Inform Reconstruction NICE Inform Organizer NICE Inform User Administration NICE Inform System Administration NICE Inform Audit Unavailable feature Saving user preferences. Refer to your NICE Inform Verify user documentation to customize preferences which are then saved to your workstation. Saving user preferences in the Monitoring panel & saving user preferences in the Recent Calls panel. Saving user preferences. Saving searches. Adding to NICE Inform Organizer using the Add to Organizer Wizard and Smart Transfer to Organizer Wizard. Adding and updating annotations. The application is disabled. The application is disabled. The application is disabled apart from being able to promote a standby NICE Inform server to a master NICE Inform server and being able to add, edit and delete NICE Inform standby servers. Saving user preferences. Chapter 7: NICE Inform System Administration 430

431 Managing incident storage (overview) Specific terminology is used when navigating the tree pane to manage settings for incident storage. For help with this terminology, see Tree structure terminology. To manage the settings for incident storage: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Select the Inform Servers node. 3 Click the Incident Storage tab and the Incident Storage page is presented. The page is different depending whether: File sharing has been configured: -or- EMC Centera has been configured: Chapter 7: NICE Inform System Administration 431

432 Storage Management In this section, what you select from the System type drop-down list depends on what incident storage configuration options you have available to you. Select either: File share - to configure your incident storage and incident retention using file share (see Managing incident storage for file sharing), -or- EMC Centera - to configure your incident storage using an EMC Centera device (see Managing incident storage for EMC Centera). Managing incident storage for file sharing To manage incident storage for file sharing, first you need to navigate to the Incident Storage page and select the File share option from the System type drop-down list. For help, see Managing incident storage (overview). 1 Enter a valid file path in the Path text-box from the default. This path is where all future incident data will be stored. Changing the path for the incident storage enables you to create a network share on a different device e.g. a NAS (Network Attached Storage device) and thus providing you with a dedicated resource to store all your future incident data. For a resilience system, the storage location MUST be a network share specified by a UNC path e.g. \\ServerName\IncidentStorage. 2 Once you have entered a valid file path, click the Verify button. This tests the path and displays free and used space on the storage device in the pie chart below. If the path is incorrect or unreachable, you will be presented with an error message informing you that the verification process failed to determine storage device usage details. Chapter 7: NICE Inform System Administration 432

433 If the folder does not exist then you will be presented with a message informing you of this and whether you wish to create the new folder. Click Yes to this message and the verification process will complete. If the path can not be verified, the pie chart is replaced with text informing you that the specified path was not verified. Ensure that you enter a valid path and re-click the Verify button. Changing the incident storage file path affects all future incident storage. It does NOT affect existing incidents even if further recordings etc are added to an existing incident. In this instance the incidents are still stored in the original location to avoid splitting incidents over two or more storage locations. Managing incident storage usage The Storage Usage section provides a graphical view of the free space and used space on the incident storage device in the form of a pie chart. In addition, you can set storage thresholds in order to generate events in NICE Inform Audit and SNMP traps when a chosen threshold has been reached. To customize the incident storage usage: 1 Check the Storage thresholds box to enable the Storage Usage section and select either: Used storage space - threshold will operate once predefined amount of storage space has been used, -or- Remaining storage space - threshold will operate once a predefined amount of storage space is left. 2 At the Warning section, enter a value with a corresponding measure. The options are MB (Megabyte), GB (Gigabyte), TB (Terabyte) or % (percentage). This warning threshold is displayed as an orange line within the pie chart once the Show markers check-box is checked. You must ensure that the warning level is either set lower than the Maximum level when the Type option is set to Used and to a higher level when the Type is set to Remaining. 3 At the Maximum section, enter a value with a corresponding measure. The options are MB (Megabyte), GB (Gigabyte), TB (Terabyte) or % (percentage). No more data will be written to the storage device once this maximum level has been reached. This maximum threshold is displayed as a blue line within the pie chart once the Show markers check-box is checked. Chapter 7: NICE Inform System Administration 433

434 If thresholds are not set then the incident data will be written to the storage location until it is full with NO threshold warnings. 4 On completion, click the Save button to commit the changes. If the warning threshold is bigger than the maximum threshold or the maximum threshold is beyond the physical size of your storage device, when clicking Save you will be presented with a warning message informing you of this and therefore you cannot save your storage usage threshold settings. Analyzing incident storage If you require viewing just incident storage instead of overall storage on the device: 1 Click the Details button within the pie chart. 2 If you have made a storage usage change, a confirmation message is presented asking if you require to save any changes. Click Yes to continue. 3 The Progress screen is presented: All incident data below the share path is summed. The Details button only works on saved data. If the path has been modified, the button will be grayed out. 4 Click the Close button to close this screen. Setting incident retention Within the Retention Period section, you can set the incident retention for all new incidents. This is a global setting and therefore ANY new incident that is created will NOT be able to be deleted before the set date once this feature is enabled. To enable the retention period: 1 Check the Enable incident retention box. 2 Set the number of days that all incidents are available for deletion either in the text-box provided or by using the up/down arrows. Chapter 7: NICE Inform System Administration 434

435 All incidents that are created from now on CANNOT be deleted before the number of months has elapsed. All incidents created prior to enabling this feature can be deleted but if you wish to set incident retention these global settings will apply. They will also automatically have incident retention enabled and their minimum availability for deletion set. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Managing incident storage for EMC Centera To manage incident storage for EMC Centera, first you need to navigate to the Incident Storage page and select the EMC Centera option from the System type drop-down list. For help, see Managing incident storage (overview). To manage incident storage for file sharing: 1 Check the box for the EMC Centera device from the EMC Centera table. 2 Click the Save button. All future incident storage will now be stored on this device. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. For help adding an EMC Centera device in to the system, see EMC Centera in the Inform server settings section. Defining audit parameters Specific terminology is used when navigating the tree pane to define audit parameters. For help with this terminology, see Tree structure terminology. To define audit parameters: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Select the Inform Servers node. 3 Click the Audit tab and the Audit page is presented: The Audit page is sub-divided into two sections: Chapter 7: NICE Inform System Administration 435

436 Deletion Settings Type the required values in the following text-boxes, which determine how many audit entries are kept in the system: Maximum number of entries - check the box and select the maximum number of audit entries that are kept in the system by using the provided up/down arrows. Maximum age of entries - check the box and select the number of days, weeks, months or years using the up/down arrows and associated drop-down list. Any audit entries that are older than your selection will be deleted. Audit Log Settings Check the Raise an alarm when the size of the log has reached box and enter a percentage in the corresponding % of available space text-box (default 90%). An audit alarm will now be triggered when the log file reaches the configured percentage space. Once the audit settings have been configured, click the Save button. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. For help regarding checking audit events within NICE Inform Audit, see the NICE Inform Audit chapter. Importing licensing details Specific terminology is used when navigating the tree pane to import licensing details. For help with this terminology, see Tree structure terminology. To gain access to all the NICE Inform applications that you have purchased, you need to import the license file provided by NICE. Until you have imported the licensing details, you will only have access to NICE User Administration and System Administration applications. You only need to import the licensing details once per installation of NICE Inform. To import licensing details: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Select the Inform Servers node. 3 Click the Licensing tab and the Licensing page is presented: 4 Click the Import button and the Import License Wizard opens at the Welcome screen. Chapter 7: NICE Inform System Administration 436

437 5 Click the Next button and the Select License File screen is presented: 6 Either: Click the Browse button and locate the licensing file that has been provided to you from NICE. Once the file has been located, -or- Enter the path for the license file in the text-box provided. 7 Click Next and the Summary screen is presented. 8 Once you have checked the summary information, click Finish. 9 A Wizard Progress dialog is presented providing a summary of the license that is being imported. 10 Either: Check the Close dialog when complete box, which causes the dialog to close automatically shortly after the import process completes, unless an error has occurred, -or- Once the import process is complete, click the Close button to close the dialog. For the licensing details to take effect, you must first log out and then log back into NICE Inform. The Licensing page will now update to display the newly imported licensing details: Chapter 7: NICE Inform System Administration 437

438 Information displayed includes: License information Customer name Sales order number License serial number License version License date License state Description The name of the customer for the license. The number provided by NICE as part of your order. The unique license serial number. The version of the license. The date that the license was generated. The license state. The state is either: Valid (the license state is valid). Invalid (the license state is invalid - see Invalid license details section below). Partially valid (one feature is overdrawn rendering the license to enter the grace period). Expired (the license state is expired). Chapter 7: NICE Inform System Administration 438

439 The License Details table provides a break down of the licensing information features (applications and resources). Information here includes: License detail column Feature Value Remaining Description The name of the licensed feature. Yes/No (if license is enabled/disabled) or a number value (the maximum number of licenses which can be assigned to users or resources). The available number of licenses/resources left. If this is a negative figure then you have exceeded all your available licenses and therefore you are in a grace period. Grace period In exceptional circumstances, you may require to exceed you license parameters by perhaps adding more users and resources etc. The grace period is provided for these circumstances whereby you can act instantly permitting you to add these users and resources etc. This period lasts for 30 days. When one or more of the license parameters has been exceeded, the license still remains valid. When the grace period of 30 days ends, the license reverts back to its original parameters. Further licensing information For further details regarding licensing information, see Licensing information in the Getting started chapter. Workstations Configuring workstations Specific terminology is used when navigating the tree pane to configure workstations. For help with this terminology, see Tree structure terminology. Workstations can be added to the system and configured where necessary. Workstations can then be assigned to users and assigned to positions in order to manage NICE Inform user access. To configure workstations: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Select the Workstations node. 3 Select the Workstations tab. The Workstations page is presented: Chapter 7: NICE Inform System Administration 439

440 Here you can: Add a workstation (see Adding a workstation). Edit a workstation (see Editing a workstation). Delete a workstation (see Deleting a workstation). Adding a workstation Specific terminology is used when navigating the tree pane to add a workstation. For help with this terminology, see Tree structure terminology. To add a new workstation that will be used to connect to NICE Inform or used in a position: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Select the Workstations node. 3 Select the Workstations tab. The Workstations page is presented. 4 Click the Add button and the Add Workstation screen is presented: 5 Enter the following information: a b The workstation hostname. A description (optional) for the workstation. This could be the name of the user who connects to NICE Inform using this workstation. 6 Click the Add button to add the new workstation. 7 The new workstation will now be located into the Workstations table. Chapter 7: NICE Inform System Administration 440

441 8 The Add Workstation screen will remain open to allow you to continue adding more workstations. To exit this screen, click the Close button. 9 Click the Save button. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Editing a workstation Specific terminology is used when navigating the tree pane to edit a workstation. For help with this terminology, see Tree structure terminology. To edit workstation details: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Select the Workstations node. 3 Select the Workstations tab. The Workstations page is presented. 4 Select the required workstation hostname from the Hostname list. The Edit Workstation screen is presented: 5 Edit the details as required: Hostname - edit the hostname for the workstation. Description - edit the description for the workstation. 6 Click the OK button to confirm the changes to the workstation. NOTES: You can edit the description of multiple workstations at the same time. Select the required workstations using Microsoft Windows standard Shift and Ctrl methods and click the Edit button. Change the description and all the selected workstations will be updated with the same description. You CANNOT edit multiple workstation hostnames at the same time. 7 Click the Save button. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Chapter 7: NICE Inform System Administration 441

442 Workstation settings Specific terminology is used when navigating the tree pane to edit workstation settings. For help with this terminology, see Tree structure terminology. To change the settings for the configured workstations: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Select the Workstations node. 3 Click the Settings tab and the Settings page is presented: 4 The following setting is available: Auto learn workstations - when checked the system automatically learns workstations once a new workstation is used to access NICE Inform. 5 On completion, click the Save button. NOTES: Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. By default the Automatically learn workstations feature is enabled. Deleting a workstation Specific terminology is used when navigating the tree pane to delete a workstation. For help with this terminology, see Tree structure terminology. To delete a workstation (or workstations): 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Select the Workstations node. 3 Select the Workstations tab. The Workstations page is presented. 4 Select the required workstation or a group of workstations (using Microsoft Windows standard Shift and Ctrl methods) from the Workstations table. 5 Click the Delete button. A disclaimer message is presented confirming the deletion. A user who does not have full workstation access may be prevented from being able to access NICE Inform again if an assigned workstation has been deleted. For help identifying whether a user has full workstation access or not, you need to check the Allowed Workstations section within the Inform User page. 6 Click the Yes button. 7 The workstation (or workstations) will now be deleted from the Workstations table. 8 Click the Save button. The workstation or workstations are now deleted. Chapter 7: NICE Inform System Administration 442

443 Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Positions Overview A position is representative of one or more workstations and their relationship with resources. All positions are displayed within the System Administration tree pane and are hierarchical which means any resources added to the child position node are visible to its parent node. Specific terminology is used when navigating the tree pane to add, edit positions etc. For help with this terminology, see Tree structure terminology. Within the Positions section you can: Add a new position (see Adding a position). Edit a position (see Editing a position). Move a position (see Moving a position). Assign workstations to a position (see Assigning workstations to a position). Remove workstations from a position (see Removing workstations from a position). Assign resources to a position (see Assigning resources to a position). Remove resources from a position (see Removing resources from a position). Delete a position (see Deleting a position). Adding a position Specific terminology is used when navigating the tree pane to add a position. For help with this terminology, see Tree structure terminology. To add a new position: 1 Either: Select the Position node in the tree (if the new position is to be a child of this node), -or- Expand the Position node in the tree and select the required position (if this new position is to be the child of this node). 2 Click the Add Position button and the New Position wizard opens at the Welcome screen. Click the Next button. 3 At the Position Name and Description screen: Chapter 7: NICE Inform System Administration 443

444 a Enter the name of the Position (mandatory). b Enter a Description (optional). c On completion, click the Next button. 4 At the Assign Resources screen, select the resources to be added to the position: a Select either Recording systems or Resource groups from within the Groups tree. b Select the resource(s) to be added. Chapter 7: NICE Inform System Administration 444

445 The Quick Search facility enables you to find the required resource(s). Enter the required text in the box and click Go. The search will return all the resources that have that text as part of their name. The search is NOT case-sensitive. To add entries to the Selected resources list: i Highlight the required entry in the Available resources list. ii Click the Add > button; the entry is moved to the Selected resources list. iii Repeat for each entry required. To remove entries from the Selected resources list: i Highlight the required entry in the Selected resources list. ii Click the < Remove button; the entry is moved to the Available resources list. iii Repeat for each entry required. To move all entries to the Selected resources list, click the Add All >> button. To move all entries from the Selected resources list, click the << Remove All button. TIP: If you wish to select all but one or two resources, click the Add All >> button to move all resources to the Selected resources list, then remove the resources not required. c On completion, click the Next button. Assigning resources is optional. You can assign resources after you have created the position (see Assigning resources to a position). 5 At the Assign Workstations screen: Chapter 7: NICE Inform System Administration 445

446 6 Either: Enter the Hostname for the workstation and a Description (optional) in the associated text-boxes. Then click the Add New button and the new workstation will be added to the Selected workstations list, All workstations will be available for selection in the Available workstations list. Workstations can be added to the Selected workstations list and back again using the normal selection methods. -or- Select the required workstation(s) from the Available workstations list and add them to the Selected workstations list using the normal selection methods. To add entries to the Selected workstations list: a Highlight the required entry in the Available workstations list. b Click the Add > button; the entry is moved to the Selected workstations list. c Repeat for each item required. To remove entries from the Selected workstations list: a Highlight the required entry in the Selected workstations list. b Click the < Remove button; the entry is moved to the Available workstations list. c Repeat for each item required. To move all entries to the Selected workstations list, click the Add All >> button. To move all entries to the Available workstations list, click the << Remove All button. TIP: If you wish to select all but one or two workstations, click the Add All >> button to move all workstations to the Selected workstations list, then remove the workstations not required. NOTES: You can ONLY assign workstations to one position. If you attempt to assign workstations that have already been assigned to another position, you will be presented with a message informing you of the workstations that cannot be assigned and the position that they are in. Click OK to the message and those workstations will be removed from the Selected workstations list. Assigning workstations is optional. You can assign workstations after you have created the position (see Assigning workstations to a position). 7 Click the Next button to continue and the Summary screen is presented displaying the resources and workstations assigned to the position. 8 Click the Finish button to add the position. Chapter 7: NICE Inform System Administration 446

447 Editing a position Specific terminology is used when navigating the tree pane to edit a position. For help with this terminology, see Tree structure terminology. To edit the details of a position: 1 In the tree pane, expand the Positions node and select the required position. 2 Click the General tab and the General page is presented: 3 Edit the details as required: Name - edit the name for position. Description - edit the description for the position. 4 On completion, click the Save button. Click the Cancel button at any stage prior to clicking the Save button to change all settings back as they were. Moving a position Specific terminology is used when navigating the tree pane to move a position. For help with this terminology, see Tree structure terminology. To move a position and all its child nodes: 1 In the tree pane, expand the Positions node and select the required position to be moved. 2 Click the Move Position button. 3 The Move Position dialog is presented displaying the tree structure of the positions that you have the privilege to see: Chapter 7: NICE Inform System Administration 447

448 4 Select a position as the new location for the position you wish to move and click the OK button. The position and any sub-positions are moved to the new location. Deleting a position Specific terminology is used when navigating the tree pane to delete a position. For help with this terminology, see Tree structure terminology. To delete a position: 1 In the tree pane, expand the Positions node and select the required position for deletion. 2 Click the Delete Position button. A disclaimer message is presented confirming the deletion. 3 Click the Yes button. The position is now deleted. Assigning workstations to a position Specific terminology is used when navigating the tree pane to assign workstations to a position. For help with this terminology, see Tree structure terminology. To assign a workstation (or workstations) to a position: 1 In the tree pane, expand the Positions node and select the required position. 2 Click the Workstations tab and the Workstations page is presented: Chapter 7: NICE Inform System Administration 448

449 3 Click the Assign button and the Assign Workstations dialog is presented: 4 Either: Enter the Hostname for a new workstation and a Description (optional) in the associated text-boxes. Then click the Add New button and the new workstation will be created and added to the Selected workstations list, All workstations will be available for selection in the Available workstations list. Workstations can be added to the Selected workstations list and back again using the normal selection methods. -or- Select the required workstation(s) from the Available workstations list and add them to the Selected Workstations list using the normal selection methods. To add entries to the Selected workstations list: a Highlight the required entry in the Available workstations list. b Click the Add > button; the entry is moved to the Selected workstations list. c Repeat for each item required. To remove entries from the Selected workstations list: a Highlight the required entry in the Selected workstations list. b Click the < Remove button; the entry is moved to the Available workstations list. c Repeat for each item required. To move all entries to the Selected workstations list, click the Add All >> button. To move all entries from the Selected workstations list, click the << Remove All button. TIP: If you wish to select all but one or two workstations, click the Add All >> button to move all workstations to the Selected workstations list, then remove the workstations not required. Chapter 7: NICE Inform System Administration 449

450 NOTES: You can ONLY assign workstations to one position. If you attempt to assign workstations that have already been assigned to another position, you will be presented with a message informing you of the workstations that cannot be assigned. Click OK to the message and those workstations will be removed from the Selected workstations list. Any workstations that have already been assigned to the position are already displayed in the Selected workstations list. You can move them back to the Available workstations list which will remove them from the Workstations table in the Workstations page. 5 On completion, click the OK button and the workstations will be assigned to the position. Removing workstations from a position Specific terminology is used when navigating the tree pane to remove workstations from a position. For help with this terminology, see Tree structure terminology. To remove a workstation (or workstations) from a position: 1 In the tree pane, expand the Positions node and select the required position. 2 Click the Workstations tab and the Workstations page is presented. 3 Select the required workstation or workstations (using Microsoft Windows standard Shift and Ctrl methods) within the Workstations table. 4 Click the Remove button. A disclaimer message is presented confirming the deletion. 5 Click the Yes button. The workstation is now removed from the position. Assigning resources to a position Specific terminology is used when navigating the tree pane to assign resources to a position. For help with this terminology, see Tree structure terminology. To assign resources to a position: 1 In the tree pane, expand the Positions node and select the required position. 2 Click the Resources tab and the Resources page is presented: 3 Click the Assign button and the Assign Resources dialog is presented: Chapter 7: NICE Inform System Administration 450

451 4 Select either Recording systems or Resource groups from within the Groups tree. 5 Select the resource(s) to be assigned. The Quick Search facility enables you to find the required resource(s). Enter the required text in the box and click Go. The search will return all the resources that have that text as part of their name. The search is NOT case-sensitive. To add entries to the Selected resources list: a Highlight the required entry in the Available resources list. b Click the Add > button; the entry is moved to the Selected resources list. c Repeat for each entry required. To remove entries from the Selected resources list: a Highlight the required entry in the Selected resources list. b Click the < Remove button; the entry is moved to the Available resources list. c Repeat for each entry required. To move all entries to the Selected resources list, click the Add All >> button. To move all entries from the Selected resources list, click the << Remove All button. TIP: If you wish to select all but one or two resources, click the Add All >> button to move all resources to the Selected resources list, then remove the resources not required. 6 On completion, click the OK button and the resources will be assigned to the position. Chapter 7: NICE Inform System Administration 451

452 Removing resources from a position Specific terminology is used when navigating the tree pane to remove resources from a position. For help with this terminology, see Tree structure terminology. To remove resources from a position: 1 In the tree pane, expand the Positions node and select the required position. 2 Click the Resources tab and the Resources page is presented: 3 Select the required resource or resources (using Microsoft Windows standard Shift and Ctrl methods) within the Resources table. 4 Click the Remove button. A disclaimer message is presented confirming the deletion. 5 Click the Yes button. The resources are now removed from the position. NICE Inform Database backups Configuring NICE Inform database backups NICE Inform allows all configuration and audit data on the NICE Inform server to be backed up through the backup utility in the System Administration application. The backup devices available are those setup in Microsoft SQL Server 2000 or By navigating the tree pane, you can view any backups that exist on each device. A backup device is created during the installation of NICE Inform. The device is called 'NICEInformDefaultBackup' and is located on the same drive as the NICE Inform databases. To configure NICE Inform database backups: NOTES: Specific terminology is used when navigating the tree pane to backup a NICE Inform database. For help with this terminology, see Tree structure terminology. Tape backups have to be queried to show the contents, which might take some time. 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the Inform Servers node and then expand the required Inform server. 3 Select the Database Backups node. The Backup Schedule page is displayed: Chapter 7: NICE Inform System Administration 452

453 Configuring a NICE Inform scheduled database backup To configure a NICE Inform scheduled database backup: 1 Within the Backup Schedules table, either: Select NICE Inform Full Backup and click the Configure schedule button, -or- Double click NICE Inform Full Backup. 2 The Configure Schedule dialog is presented: NOTES: The name of the backup schedule is displayed for your information only. If you have upgraded your version of NICE Inform, then you may have more than one backup schedule in the Backup Schedules table. 3 To enable the backup schedule, check the Schedule enabled box. To disable the backup schedule, un-check the Schedule enabled box. 4 In the Occurs section, select either: Daily - the database backup is scheduled daily; select either: Chapter 7: NICE Inform System Administration 453

454 At specified backup time - the backup will occur at the time specified within the Time section, -or- At specified interval - the backup will occur at a specified time interval. Enter the time interval (in minutes) in the text-box provided or by using the up/down arrows. -or- Weekly - the database backup is scheduled weekly. Set the required day (or days) of the week by checking the associated box (or boxes), You MUST select at least one day. -or- Monthly - the database backup is scheduled monthly. Click the down-arrow and select the required date of the month. 5 In the Time section, the following option is available: Backup time - the time of the day that the backup is scheduled. Enter the time using the text-box provided. Time entry is assisted by either selecting the hours, minutes or AM/PM and then using the up/down arrows. 6 Once you have configured the database backup schedule, click OK. The scheduled backup will now be updated in the Backup Schedules table. The Backup Schedules table displays the following information: Each column can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location. Column Description An icon is presented if there database backup schedule was unsuccessful. Schedule name Databases Device Occurrence Time Last run time Last run outcome Status The name of the database backup schedule. The databases backed up when running the backup schedule. The Microsoft SQL backup device. The occurrence of the backup schedule i.e. what day of the week, or whether it is daily or monthly. The time the backup is scheduled for. The date/time when the last backup schedule ran. The outcome of the last scheduled database backup (either succeeded or failed). The current status of the backup schedule (either idle, running or disabled). Chapter 7: NICE Inform System Administration 454

455 Starting a scheduled backup immediately To start a scheduled backup immediately: 1 Within the Backup Schedules table, select the Inform scheduled backup. 2 Click the Start backup button and you are presented with a dialog confirming the backup has started successfully. 3 Click OK. Disabled backup schedules CANNOT be run immediately. Configuring backup destination path To configure the backup destination for all displayed backup schedules: 1 Click the Configure backup destination button and the Configure Destination dialog is presented: 2 Select either: Tape - the destination of the backup will be stored on a connected tape drive on the backup device. -or- Folder path - enter the folder path using the associated text-box for all backup devices. NOTES: The backup will be stored in the specified folder path. You MUST ensure that the path exists on the server. 3 Click OK. All subsequent database backups will follow this new destination. Restoring a backup You can restore a backup once you have performed a scheduled backup by using the Microsoft SQL Enterprise Manager (when using Microsoft SQL Server 2000) or SQL Server 2005 Management Server (when using Microsoft SQL Server 2005). Chapter 7: NICE Inform System Administration 455

456 NICE Inform database backup device Specific terminology is used when navigating the tree pane to view the backup device. For help with this terminology, see Tree structure terminology. To view the details of all the NICE Inform database backups that are stored on the backup device: 1 In the tree pane, expand the Recording Systems node and then expand the Site node. 2 Expand the Inform Servers node and then expand the required Inform server. 3 Expand the Database Backups node and then expand the Backup Device node. The Backup Device page is presented: 4 The following backup device details are displayed: Column Backup name Database Date Description Size Description The name of the backup stored on the backup device. The NICE Inform database that has been backed up on the backup device. The date/time that the backup was performed. The description entered when creating a scheduled database backup. The size (MB) filled on the backup device for the NICE Inform database. Chapter 7: NICE Inform System Administration 456

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