NICE Perform. Insight from Interactions TM

Transcription

1 NICE Perform Insight from Interactions TM

2

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, noncommercial 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 2008 NICE Systems Ltd. All rights reserved. This product is covered by one or more of the following US patents: 4,893,197 5,185,780 5,216,744 5,274,738 5,289,368 5,396,371 5,446,603 5,457,782 5,819,005 5,911,134 6,115,746 6,122,665 6,192,346 6,246,752 6,249,570 6,330,025 6,542,602 6,564,368 6,694,374 6,728,345 6,785,370 6,856,343 6,865,604 6,870,920 6,871,229 6,959,079 6,965,886 6,970,829 7,010,106 7,010,109 7,203,655 7,240,328 7,305,082 7,333,445 7,346,186 5,325,292 5,937,029 6,252,946 6,775,372 6,880,004 7,058,589 5,339,203 6,044,355 6,252,947 6,785,369 6,937,706 7,085, o View, ACTIMIZE, Actimize logo, Alpha, Customer Feedback, Dispatcher Assessment, Encorder, enicelink, Executive Connect, Executive Insight, FAST, FAST alpha Blue, FAST alpha Silver, FAST Video Security, Freedom, Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions, Investigator, Last Message Replay, Mirra, My Universe, NICE, NICE logo, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NICE Inform, NICE Learning, NiceLog, NICE Perform, NiceScreen, NICE SmartCenter, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse Compact, NiceVision, NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision Harmony, NiceVision Mobile, NiceVision Net, NiceVision NVSAT, NiceVision Pro, Performix, Playback Organizer, Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe, Wordnet are trademarks and registered trademarks of NICE Systems Ltd. All other registered and unregistered trademarks are the property of their respective owners. Applications to register certain of these marks have been filed in certain countries, including Australia, Brazil, the European Union, Israel, Japan, Mexico, Argentina and the United States. Some of such registrations have matured to registrations. 385A Rev. A1

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: International Headquarters-Israel Tel: Fax: United Kingdom Tel: Fax: France Tel: +33-(0) Fax: +33-(0) North America Tel: Fax: Germany Tel: +49-(0) Fax: +49-(0) Hong-Kong Tel: Fax: Please send all queries, comments, and suggestions pertaining to this document to Please visit NICE at

5 Contents 1 Introduction 9 Overview Prerequisites and Limitations Media Library Language Settings About the Database Migration Copying the nice_cls Database to the Database Server Delta Database Interactions Shutting Down the NiceCLS Server Log Files NICE Migration Application Log Files nice-interactions Database Log Files Migrating the NICE Media Library Database Duration Times Supported Items Workflow Installing the Database Migration Application 25 Installing the NICE Migration Application Software Running the Migration Application Hot Fixes Contents 5

6 3 Preparatory Procedures 29 Setting up NICE Perform Servers Setting up the NICE Perform Release 3 Database Server Setting up the NICE Perform Release 3 Applications Server Verifying System Configurations Setting up and Running the nice_cls Database Script Copying the nice_cls Database Script to the NiceCLS Server Stopping the Version 8.9 NiceCLS Server and Storage Center Running the nice_cls Database Script on the NiceCLS Server Starting the Version 8.9 NiceCLS Server Copying the nice_cls Database to the NICE Perform Database Server Stopping the Version 8.9 NiceCLS Server Backing up the Version 8.9 nice_cls Database Starting the Version 8.9 NiceCLS Server Stopping the NICE Services Creating a New Database on the NICE Perform Database Server Transferring the Database to the NICE Perform Database Server Stopping the SQL Server Agent Service Backing up Interaction Data Avaya CT Files Registry Parameters Alcatel Files Registry Parameters Aspect Portal Registry Parameters Genesys Files Registry Parameters H323RAS Files Registry Parameters Contents 6

7 NEC/Nortel Files Registry Parameters Mosaix Registry Parameters Migrating Administrative and Interactions Data 55 Backing up the Databases Starting the NICE Services Setting up the NICE Migration Application Running the NICE Migration Application Updating the List Editor Stopping the NICE Services Running the List Editor Hot Fix Starting the NICE Services Upgrading Service Pack 3 to Service Pack 4 85 Configuring Windows (NT) Authentication Installing NICE Perform Database Suite Service Pack Installing NICE Perform Applications Suite Service Pack Configuring Service Pack Installing Service Pack 4 Components Completing the Database Migration 89 Starting the SQL Server Agent Service Migrating the NICE Media Library Database NICE Media Library Database Migration: Preparatory Procedures Verifying NiceCLS Server Definitions Backing up the NICE Media Library Database Copying the NICE Media Library Database to a New Server NICE Media Library Database Migration: Running the Installation Wizard.. 92 Contents 7

8 Running the NICE Database Utilities Running the DBAgnose Utility Running the DBSpace Utility Restoring Interaction Data Restoring Interaction Data Files Defining Interaction Data Values Concluding Procedures A Organization Settings 107 B Switch IDs 109 C Defining the Migration Log File Settings 111 D Defining Technician Mode 113 E Defining Autogrowth 115 Index 119 Contents 8

9 1 Introduction This manual describes the procedures for migrating the Version 8.9 database to NICE Perform Release 3, Service Pack 4. IMPORTANT Read the Prerequisites and Limitations on page 10 and About the Database Migration on page 12 carefully before beginning the migration procedures. Contents Overview...10 Prerequisites and Limitations...10 About the Database Migration...12 Duration Times...16 Supported Items...17 Workflow...20 Chapter 1: Introduction 9

10 Overview Overview NOTE: There are two stages to the migration: Database migration from Version 8.9 to NICE Perform Release 3 Service Pack 3. Upgrade from NICE Perform Release 3 Service Pack 3 to NICE Perform Release 3 Service Pack 4. Do not attempt to migrate the database directly to NICE Perform Release 3 Service Pack 4. The database migration program migrates administrative and interactions data and data pertaining to NiceUniverse evaluations from the NiceCLS Server Version 8.9 database to the NICE Perform database. The actual migration procedures are described in Chapter 4 (see Migrating Administrative and Interactions Data on page 55). However, the prerequisites and limitations listed below and the issues covered in the section About the Database Migration (see page 12) are an integral part of the migration procedures, and you must adhere to them to ensure that you complete the database migration successfully. Prerequisites and Limitations Before running the NICE Migration Application, note the following prerequisites and limitations: You must install all the NICE Perform Release 3 software before beginning the migration procedures. The operating system must be Microsoft Windows 2003 Server Edition with the latest Microsoft Windows 2003 service pack certified by NICE Systems. The original database must be Version 8.9; the NICE Migration Application does not support earlier versions. Make sure that the latest NiceCLS Server Version 8.9 Service Pack and the latest Hot Fix are installed on the NiceCLS Server before beginning the migration. The Version 8.9 nice_cls database must retain the default column order. Make sure that the time displayed on the Version 8.9 NiceCLS Server is the same as the time displayed on the Version 8.9 NiceLog Logger. Verify that all hot fixes for Version 8.9 components have been installed before beginning any of the procedures described in this guide. Chapter 1: Introduction 10

11 Prerequisites and Limitations The path used by Storage Center Version 8.9 for archived calls must include the server name of the computer on which the calls are archived, whether the calls are archived locally or on the network. NOTE: If Storage Center Version 8.9 archives calls using the local path (that is, does not include the server name of the computer on which the calls are archived), it could be necessary to run a special script to update the archiving path of the migrated calls in order to enable playback. For details call NICE Systems Customer Services. You must use the latest Service Pack for NICE Perform Release 3. The size of both the NICE Perform nice_interactions database and the nice_dw database must be at least twice the size of the used space (not the allocated space) of the Version 8.9 nice_cls database. The Administrative tables in the NICE Perform database must retain the same data that you installed during the NICE Perform Database Suite installation. The Collation (that is, the language) defined during the SQL Server installation for NICE Perform Release 3 must be the same as was defined for the Version 8.9 database. You must allocate at least 500 MB free space for the log file of each database. You must define the tempdb database to be a minimum of 2 GB and the Log File 500 MB. If you replace your Version 8.9 Voice Logger with a new Voice Logger for NICE Perform, you must define both the original (Version 8.9) and the new (Release 3) Voice Loggers in the System Administrator in order to ensure playback of all archived calls. Verify that all the latest NICE Perform Release 3 hot fixes and patches have been installed. When migrating the database to Release 3 with the GA version Applications Service Pack, it is necessary to first stage the migration in the region s lab before performing the migration at the customer s site. In cases of migration/merge paths that require a commitment, staging will first be performed in the ST&I labs. Following the commitment s approval, staging will then be performed in the region s lab. Depending on your site s configuration and requirements, it could be necessary to add one or more dedicated server(s) when installing NICE Perform Release 3 components. For details, refer to the NICE Perform Design Consideration guide. Chapter 1: Introduction 11

12 Media Library About the Database Migration In addition to the above prerequisites and limitations, if your system includes the NICE Media Library, it must also meet the following minimum software requirements: RAS Service. pcanywhere Host Application - Version 10 or higher. TCP/IP network protocol. System must include NICE Storage Center. Language Settings All NICE Perform servers must run on an English-language operating system. Workstations (clients) may run on an English-language operating system or on any localized language approved by NICE Systems. About the Database Migration The NICE Migration Application transfers data from the nice_cls database located on the NiceCLS Server Version 8.9 to the nice_interactions and nice_admin databases on the NICE Perform Database Server. The NICE Migration Application consists of the following five utilities: Administration Information (such as list of users, passwords, etc.) Interaction Details (Business Data details, interactions) Delta Database Interactions (see Delta Database Interactions below) NICE Storage Center data NiceUniverse Evaluations (data only) Copying the nice_cls Database to the Database Server Before beginning the database migration, you must copy the nice_cls database that is located on the Version 8.9 NiceCLS Server to the NICE Perform Database Server, so that both the source and target databases are located on the same computer. You cannot run the database migration through the network. For details see Copying the nice_cls Database to the NICE Perform Database Server on page 34). Chapter 1: Introduction 12

13 About the Database Migration Delta Database Interactions You cannot run the NiceCLS Server while the NICE Migration Application transfers data. In large sites, this process can take a great deal of time. To avoid shutting down the NiceCLS Server for the duration of the entire migration process, the NICE Migration Application offers a Delta Database feature. After copying the existing Version 8.9 nice_cls database to the NICE Perform Database Server (see Copying the nice_cls Database to the Database Server above), you run the NICE Migration Application using the Delta Database feature. While the migration procedures run on the Database Server, the Delta Database feature detects via the network all new incoming interactions details on the NiceCLS Server. Later, when you run the Delta Database feature, it migrates only those new details. Although it is still necessary to shut down the NiceCLS Server (see Shutting Down the NiceCLS Server in the next section), you do so for only a few minutes, thus minimizing the time the NiceCLS Server is off-line. NOTE: The Delta Database feature migrates only details of interactions, and not data pertaining to new users, new evaluations, etc. If you use the Delta Database feature, you define the necessary parameters when you define the NICE Migration Application details, as explained in Setting up the NICE Migration Application on page 62. Shutting Down the NiceCLS Server You must shut down the Version 8.9 NiceCLS Server before running the NICE Migration Application, as follows: If you use the Delta Database utility - shut down the Version 8.9 NiceCLS Server after running the Interactions Details utility and before running the Delta Database utility (see step number 18 on page 73). If you do not use the Delta Database utility - shut down the Version 8.9 NiceCLS Server after installing the NICE Migration Application software and before running the NICE Database Migration (see Running the NICE Migration Application on page 66). IMPORTANT Wait until the NiceCLS Server has fully transferred all the calls to the nice_cls database before shutting it down. WARNING DO NOT under any circumstances start up the NICE Perform Release 3 CLS software until you have totally completed the migration procedures. Doing so will cause the entire migration process to fail. Chapter 1: Introduction 13

14 About the Database Migration Log Files NICE Migration Application Log Files The NICE Migration Application creates log files that provide a detailed record of the following migration procedures: MigrationApplication_Admin.log - provides a record of the Administrative Information utility procedures during the database migration. MigrationApplication_Interactions.log - provides a record of the Interaction Details utility procedures during the database migration. MigrationApplication_SC.log - provides a record of the Storage Center utility procedures during the database migration. MigrationApplication_Shell.log - provides a record of the Migration Application operations. NOTE: The above log files are stored in the same location in which you installed the NICE Migration Application. QAUpgrade.log - provides a record of the NiceUniverse Forms and Evaluations utility procedures during the migration of the QAUpgrade.sql script (see following paragraph). The Migration Application Installation program automatically creates five files that contain the necessary SQL scripts for migrating the NiceUniverse Forms and Evaluations. When you run the migration procedures, the Migration Application creates a separate log file for each of the five SQL scripts. Each SQL script file is assigned a number from 1 to 5, and the parallel log file is assigned the same number, as in Figure 1-1 below. NOTE: The SQL script and log files are located at: C:\Program Files\NICE Systems\Nice Migration Application\SQLFiles NOTE: The default size of each of the above log files is 100 MB. To increase the size or change the report level of the log files see Appendix C, Defining the Migration Log File Settings on page 111. Chapter 1: Introduction 14

15 About the Database Migration Figure 1-1 SQL Script Files and Log Files nice-interactions Database Log Files The recommended size of the nice_interactions database log file is 20% of the size of the data file. These definitions are usually sufficient for running the migration procedures without problems. However, since the log file is dynamic, in very large databases it might exceed the allocated space and fill up the entire drive, thus causing the migration to fail. In such cases, define a new log file on a different drive, and restart the migration application; the migration application will automatically restart at the point at which it stopped. Migrating the NICE Media Library Database NICE Media Library is an optional component of both Version 8.9 and of NICE Perform. However, the NICE Migration Application does not support migrations of the Media Library database. Therefore, if your Version 8.9 system includes NICE Media Library you must migrate the Media Library database separately. For details, see Migrating the NICE Media Library Database on page 91. Chapter 1: Introduction 15

16 Duration Times Table Table 1-1 indicates the approximate duration for each of the procedures listed: Duration Times NOTE: The duration time depends on a large number of factors and therefore may vary greatly from the time listed here. Use this table only as an estimation. Table 1-1: Duration Times Item Approximate Duration Reference in this Manual Running the CLS Script 5 minutes for 1 million calls Setting up and Running the nice_cls Database Script (see page 31) Backing up the Version 8.9 nice_cls Database Restoring the Version 8.9 nice_cls Database Migrating Administration Data Migrating Interactions Data Delta Database Interactions (optional) Migrating Storage Center Data 20 minutes for 10 GB Backing up the Version 8.9 nice_cls Database (see page 34) 30 minutes for 10 GB Transferring the Database to the NICE Perform Database Server (see page 41) 3 minutes for 1,000 Users Running the NICE Migration Application (see step number 7 on page 69) 45 minutes for 1 million calls Running the NICE Migration Application (see step number 14 on page 72) 45 minutes for 1 million calls Running the NICE Migration Application (see step number 19 on page 74) 3 minutes for 1 million calls Running the NICE Migration Application (see step number 23 on page 76) Evaluation Forms 1 to 5 minutes Running the NICE Migration Application (see step number 29 on page 78) Chapter 1: Introduction 16

17 Supported Items Supported Items Table 1-2 lists the objects supported by the Version 8.9 to NICE Perform Release 3 database migration: Table 1-2: Supported Objects - Version 8.9 to NICE Perform Release 3 Object Supported Comments Audio Analysis Audit Trail Business Analyzer Queries Business Analyzer Saved Items Business Analyzer User Preferences Not Applicable No Not Applicable Not Applicable Not Applicable Business Data Yes IDs will be changed, but this has no effect on the application. Calls Yes Call tables and all CTI information are migrated. Clips Coaching Not Applicable Not Applicable CTI Data Yes All CTI data is migrated. Evaluation Results Partial Individual scores can be seen via the Business Analyzer and the Reporter, however the evaluations themselves cannot be opened. Popup notes are not available. Form Designer FTF Applications Inserter No Not Applicable Yes IP Phone Applications Must coordinate with NICE Systems Customer Services. Licensing Not Applicable Lists Editor Yes All lists and their values are migrated. Chapter 1: Introduction 17

18 Supported Items Table 1-2: Supported Objects - Version 8.9 to NICE Perform Release 3 (Continued) Object Supported Comments Media Library Yes The Media Library database is not supported by the Database Migration Application, but can be migrated in a separate procedure. Monitor No Multi-site Capabilities Not Applicable My Universe Not Applicable Playback Server (PBS) Not Applicable Reports No Rules Manager No Saved Items Not Applicable Saved Queries No Schedules No Screen Logger Data No ScreenSense No Storage Center Task No Definitions System Administration User Profiles No Not Applicable Users Details Partial Profiles and privileges cannot be migrated. New passwords will be defined for Users whose current password does not meet requirements. Passwords of Users who do meet requirements will be retained. Chapter 1: Introduction 18

19 Supported Items Table 1-2: Supported Objects - Version 8.9 to NICE Perform Release 3 (Continued) Object Supported Comments Voice Logger Audio Partial ISA Logger audio is protected but is not migrated. PCI Logger audio is protected and migrated. Audio is migrated but not available online. VoIP Yes When upgrading Windows 2003 based VoIP Loggers while keeping the Logger s platform, audio will be migrated and be available on-line. If the logger s platform is replaced, audio will be migrated (provided certified archiving devices or Storage Center) but will not be available on-line. Windows 2000 VoIP Loggers will be upgraded by installing Windows 2003 first. Audio will be migrated (provided certified archiving devices or Storage Center) but will not be available on-line. Chapter 1: Introduction 19

20 Workflow Workflow The following workflow lists the procedures for migrating the Version 8.9 database to Release 3. IMPORTANT These procedures must be performed in the order in which they appear. WORKFLOW NOTES Installing the Database Migration Application Refer to Chapter 2 on page 25 Installing the NICE Migration Application Software (see page 26) Install on Database Server using NICE Migration Application Setup Wizard Running the Migration Application Hot Fixes (see page 28) Run Hot Fixes for Migration Application Preparatory Procedures Refer to Chapter 3 on page 29 Setting up NICE Perform Servers (see page 30) Set up Database and Applications Servers for NICE Perform Setting up and Running the nice_cls Database Script (see page 31) Run the script on the Version 8.9 NiceCLS Server Copying the nice_cls Database to the NICE Perform Database Server (see page 34) Stop NiceCLS Server before backing up database Stopping the SQL Server Agent Service (see page 48) Stops SQL Server 2005 jobs Backing up Interaction Data (see page 49) Back up switch integration data not supported by migration for later use Chapter 1: Introduction 20

21 Workflow Migrating Administrative and Interactions Data Refer to Chapter 4 on page 55 Backing up the Databases (see page 56) Backup NICE Perform database using the Migration Application Starting the NICE Services (see page 60) NICE Services must be started while the migration is running Setting up the NICE Migration Application (see page 62) Enter details relating to the Version 8.9 and the NICE Perform server Running the NICE Migration Application (see page 66) The Migration Application migrates the databases Updating the List Editor (see page 82) For Compliance Suite configurations only Chapter 1: Introduction 21

22 Workflow Upgrading Service Pack 3 to Service Pack 4 Refer to Chapter 5 on page 85 Configuring Windows (NT) Authentication (see page 86) Switch from SQL Authentication to Windows Authentication Installing NICE Perform Database Suite Service Pack 4 (see page 86) Run the Database Suite Installation for SP4 Installing NICE Perform Applications Suite Service Pack 4 (see page 87) Run the Applications Suite Installation for SP4 Configuring Service Pack 4 (see page 87) Configure SP4 in the System Administrator Installing Service Pack 4 Components (see page 87) Install the remaining SP4 components Chapter 1: Introduction 22

23 Workflow Completing the Database Migration Refer to Chapter 6 on page 89 Starting the SQL Server Agent Service (see page 90) Starts the SQL jobs you stopped earlier Migrating the NICE Media Library Database (see page 91) Must migrate the Media Library database separately Running the NICE Database Utilities (see page 99) Checks system configurations Restoring Interaction Data (see page 104) Restore the Interaction data you backed up earlier Concluding Procedures (see page 106) Final manual configurations Chapter 1: Introduction 23

24 Blank page for double-sided printing.

25 2 Installing the Database Migration Application This chapter details the procedures for installing the NICE Migration Application software on the NICE Perform Database Server. IMPORTANT You must install the NICE Perform Release 3 software before installing the Database Migration Application. Contents Installing the NICE Migration Application Software...26 Running the Migration Application Hot Fixes...28 Chapter 2: Installing the Database Migration Application 25

26 Installing the NICE Migration Application Software Installing the NICE Migration Application Software Before migrating the databases from Version 8.9 to NICE Perform, you install the NICE Migration Application software on the NICE Perform Database Server. The NICE Migration Application is located on the NICE Perform Migration Application CD. IMPORTANT You must install the NICE Migration Application on the same computer on which you installed the NICE Perform Database Suite. To install the NICE Migration Application: 1. Insert the NICE Perform Migration Application installation CD in the CD-ROM drive of the NICE Perform Database Server. 2. Copy the Migration 8.9 to Release 3 folder from the installation CD to any convenient location on the Database Server. 3. In the Migration 8.9 to Release 3 folder you just copied, navigate to Migration 8.9 to Release 3\Migration\Migration Utility, and double-click MigrationSetup.msi. 4. The NICE Migration Application - Welcome window appears. Figure 2-1 NICE Migration Application - Welcome Window 5. Click Next. The NICE Migration Application - Select Installation Folder window appears. Chapter 2: Installing the Database Migration Application 26

27 Installing the NICE Migration Application Software Figure 2-2 NICE Migration Application - Select Installation Folder Window 6. Accept the default path, or, if you want to change the folder in which you want to install the NICE Migration Application, click Browse, and navigate to the desired folder. Under Install NICE Migration Application..., select Everyone. 7. Click Next. The Database Info window appears as the installation program begins to install the NICE Migration Application on the Database Server. Figure 2-3 Database Info Window Chapter 2: Installing the Database Migration Application 27

28 8. Accept the default Server Name, User Name, and Password. Running the Migration Application Hot Fixes NOTE: The default SQL User Name is sa, and the Password is left blank. If you have defined a unique User Name and Password for your site, type them in the relevant fields. 9. Click Next. The installation program continues to install the software. 10. Upon completion, the NICE Migration Application - Installation Complete window appears. Figure 2-4 NICE Migration Application - Installation Complete Window 11. Click Close to complete installation of the NICE Migration Application software. Running the Migration Application Hot Fixes After installing the NICE Migration Application software, you must run any NICE Migration Application hot fixes included in your Upgrade Kit. Each hot fix includes instructions for installing or running the hot fix. Chapter 2: Installing the Database Migration Application 28

29 3 Preparatory Procedures IMPORTANT Read the Prerequisites and Limitations on page 10 and About the Database Migration on page 12 carefully before beginning the migration procedures. This chapter details the procedures you must perform before you are can migrate the database. Contents Setting up the NICE Perform Release 3 Database Server...30 Verifying System Configurations...31 Setting up and Running the nice_cls Database Script...31 Copying the nice_cls Database to the NICE Perform Database Server...34 Stopping the SQL Server Agent Service...48 Backing up Interaction Data...49 Chapter 3: Preparatory Procedures 29

30 Setting up NICE Perform Servers Setting up NICE Perform Servers Before beginning the migration procedures, set up the following servers for NICE Perform Release 3, Service Pack 3: NICE Perform Database Server (see Setting up the NICE Perform Release 3 Database Server). NICE Perform Applications Server (see Setting up the NICE Perform Release 3 Applications Server). Setting up the NICE Perform Release 3 Database Server You must set up the NICE Perform Release 3 Database Server before beginning the migration procedures as follows: Install Microsoft SQL Server 2005 on the NICE Perform Release 3 Database Server. For details see the NICE Perform Release 3 Microsoft SQL 2005 Guide. IMPORTANT If you want to use the NICE Perform Analytics feature, you must also install the SQL Analysis Services when you install the SQL Server. For full details, see the NICE Perform Release 3 Microsoft SQL 2005 Guide before installing the SQL Server. If your site uses Microsoft SQL Server 2000, you must upgrade to SQL 2005 on the NICE Perform Release 3 Database Server before beginning the migration procedures. For details see the NICE Perform Release 3 Microsoft SQL 2005 Guide. Install the NICE Perform Release 3 Service Pack 3 Database Suite on the NICE Perform Release 3 Database Server. For details see the NICE Perform Release 3 Database Server Installation Guide. Setting up the NICE Perform Release 3 Applications Server You must set up the NICE Perform Release 3 Service Pack 3 Applications Server before beginning the migration procedures as follows: Install the NICE Perform Release 3 Applications Suite. For details refer to the NICE Perform Release 3 Applications and Reporter Setup Guide. In the NICE Perform System Administrator, configure the Applications, the Database Server, and the CTI Interface with the physical switch. For details refer to the NICE Perform Release 3 System Administrator s Guide. Chapter 3: Preparatory Procedures 30

31 Verifying System Configurations Verifying System Configurations IMPORTANT As a safety precaution, it is highly recommended to back up your Version 8.9 database to a secure location before beginning the migration procedures. Before you begin the migration procedures, it is recommended to verify the following: The NICE Perform Application Suite software is configured on the NICE Perform Application Server. You have Administrator privileges for the NICE Perform Database Server. The location of the NICE databases and of the Applications Suite have been defined in the NICE Perform System Administrator. The switch is configured in the NICE Perform System Administrator. Verify that the NICE Perform CLS Server software located on the NICE Interaction Center is shut down. Verify that the System Administrator, Audit Trail, and SQLSERVERAGENT services on the NICE Perform Database Server are all running. Setting up and Running the nice_cls Database Script Before running the Database migration, you must prepare the nice_cls database by running the nice_cls database script, as follows: Copying the nice_cls Database Script to the NiceCLS Server (see page 32) Stopping the Version 8.9 NiceCLS Server and Storage Center (see page 32) Running the nice_cls Database Script on the NiceCLS Server (see page 32) Starting the Version 8.9 NiceCLS Server (see page 33) IMPORTANT You run the nice_cls Database script on the Version 8.9 NiceCLS Server. You must run the nice_cls Database script before backing up or copying the databases. You must run the nice_cls Database script whether or not you use the Delta Database feature (see Delta Database Interactions on page 13). Chapter 3: Preparatory Procedures 31

32 Setting up and Running the nice_cls Database Script Copying the nice_cls Database Script to the NiceCLS Server Before running the nice_cls database script, you must first copy it to the Version 8.9 NiceCLS Server. To copy the nice_cls database script: 1. On the NICE Perform Database Server, navigate to the NICE Migration Application folder according to the path you defined during installation (see step number 6 on page 27). 2. Open the Resources folder. 3. In the Resources folder, copy the SQL script called CallsMigrationUpdatedBD.sql and paste it in any convenient place on the Version 8.9 NiceCLS Server. Stopping the Version 8.9 NiceCLS Server and Storage Center Before running the nice_cls database script, you must shut down the NiceCLS Server and the NICE Storage Center. NOTE: Shut down only the software; do not shut down the computer. Running the nice_cls Database Script on the NiceCLS Server After copying the nice_cls database script to the Version 8.9 NiceCLS Server, you now run it. To run the nice_cls Database script: 1. In the Start menu of the Version 8.9 NiceCLS Server, choose Programs > Microsoft SQL Server > Query Analyzer. The Microsoft Query Analyzer window appears. 2. Select the script called CallsMigrationUpdatedBD.sql script you copied in the above procedures and drag it onto the Microsoft Query Analyzer window, as in Figure 3-1 below. Chapter 3: Preparatory Procedures 32

33 Setting up and Running the nice_cls Database Script Figure 3-1 Microsoft Query Analyzer Window Run Button 3. Click the Run button. NOTE: The running time of the nice_cls Database script depends of the size of the nice_cls database. Large databases could take some time to complete. Starting the Version 8.9 NiceCLS Server After running the nice_cls database script, you start the NiceCLS Server. NOTE: If you are not using the Delta Database feature, (see Delta Database Interactions on page 13), it is not necessary to start the NiceCLS Server. Chapter 3: Preparatory Procedures 33

34 Copying the nice_cls Database to the NICE Perform Database Server Copying the nice_cls Database to the NICE Perform Database Server Before beginning the database migration, you must copy the nice_cls database that is located on the Version 8.9 NiceCLS Server to the NICE Perform Database Server, so that both the source and target databases are located on the same computer. You cannot run the database migration through the network. Copying the nice_cls database to the NICE Perform Database Server includes the following procedures: Stopping the Version 8.9 NiceCLS Server (see page 34) Backing up the Version 8.9 nice_cls Database (see page 34) Starting the Version 8.9 NiceCLS Server (see page 36) Stopping the NICE Services (see page 37) Creating a New Database on the NICE Perform Database Server (see page 38) Transferring the Database to the NICE Perform Database Server (see page 41) Stopping the Version 8.9 NiceCLS Server Before you back up the nice_cls database, you must stop the NiceCLS Server. NOTE: Stop only the NiceCLS Server software; do not shut down the computer. Backing up the Version 8.9 nice_cls Database You perform the following procedures on the Version 8.9 NiceCLS Server. To back up the Version 8.9 nice_cls database: 1. In the Start menu, choose Programs > Microsoft SQL Server > Enterprise Manager. The SQL Server Enterprise Manager window appears. 2. Under Console Root > Microsoft SQL Servers > SQL Server Group > your SQL Server, > Databases, choose nice_cls. 3. In the right-click menu, choose All Tasks > Backup Database. Chapter 3: Preparatory Procedures 34

35 Copying the nice_cls Database to the NICE Perform Database Server Figure 3-2 SQL Server Enterprise Manager 4. The SQL Server Backup window appears. Figure 3-3 SQL Server Backup Window Chapter 3: Preparatory Procedures 35

36 Copying the nice_cls Database to the NICE Perform Database Server 5. To backup the nice_cls database to the default location that appears in the Destination area, click OK. To backup the nice_cls database to any other location, continue with step number Step To backup the nice_cls database to any other location, click the Remove button, and then click the Add button. The Select Backup Destination window appears. Figure 3-4 Select Backup Destination Window Browse Button 7. Click the Browse button, and navigate to the desired location. Click OK. The SQL Server Backup window reappears and the new location appears in the Destination area. 8. Click OK. Starting the Version 8.9 NiceCLS Server If you are using the Database Delta feature (see Delta Database Interactions on page 13), start the Version 8.9 NiceCLS Server to enable it to archive new interactions. NOTE: If you not using the Database Delta feature, it is not necessary to start the Version 8.9 NiceCLS Server. Chapter 3: Preparatory Procedures 36

37 Stopping the NICE Services Copying the nice_cls Database to the NICE Perform Database Server Before you backup the nice_cls database to the NICE Perform Database Server, you must stop all NICE Services. It is highly recommended to use the NICE Services Configuration Manager. To stop NICE Services: 1. Using My Computer or Windows Explorer, on the drive on which you installed the NICE Systems software (the default drive is C:\), navigate to: Program Files\Nice Systems\Applications\Tools\Nice Services Configuration Manager. 2. Open the file and double-click Nice Services Configuration Manager.exe. The NICE Services Configuration Manager window appears. Figure 3-5 NICE Services Configuration Manager Window Stop Button 3. Press Ctrl + A to select all the NICE Services. 4. Click the Stop button. The NICE Services Configuration Manager stops all the NICE services. NOTE: After stopping the NICE Services, it is recommended to verify in the Computer Management window that all NICE Services are in the Stop mode. Chapter 3: Preparatory Procedures 37

38 Copying the nice_cls Database to the NICE Perform Database Server Creating a New Database on the NICE Perform Database Server IMPORTANT You must retain the name nice_cls when you create and later copy the database to the NICE Perform Database Server. To create a new database on the NICE Perform Database Server: 1. Open the Microsoft SQL Server Management Studio. Figure 3-6 Microsoft SQL Server Management Studio 2. Select Databases. 3. In the right-click menu select New Database The New Database window appears. Chapter 3: Preparatory Procedures 38

39 Copying the nice_cls Database to the NICE Perform Database Server Figure 3-7 New Database Window 4. In the Database Name field, enter nice_cls. The name nice_cls is automatically added to the rows of the Logical Name column, as in Figure 3-8Figure 3-8. Chapter 3: Preparatory Procedures 39

40 Copying the nice_cls Database to the NICE Perform Database Server Figure 3-8 New Database Window 5. In the Initial Size column, enter the desired size of the Data and Log files. IMPORTANT It is recommended that the size of the Log file be at least 20% of the size of the Data file. However, the size of the Log file must be at least 501 MB, even if the Data file is less than 2500 MB. The size you define for the nice_cls data files must be the same or greater than the size of the nice_cls data files in the Version 8.9 nice_cls database. If there is insufficient space on the default drive, copy the database to any other convenient drive. Verify that the Autogrowth column is defined as unrestricted growth. To define autogrowth, see Appendix E, Defining Autogrowth on page 115. Chapter 3: Preparatory Procedures 40

41 Copying the nice_cls Database to the NICE Perform Database Server Figure 3-9 New Database Window 6. Click OK. The SQL Server creates the nice_cls database. NOTE: Depending on it size, creating the database may take anywhere from a few minutes to 30 minutes or more. Transferring the Database to the NICE Perform Database Server To enhance the restoration procedures and to avoid overburdening your network, you must transfer the nice_cls Database you backed up on the Version 8.9 NiceCLS Server (see Backing up the Version 8.9 nice_cls Database on page 34) to the NICE Perform Database Server using the SQL Server restore feature. You perform the following procedures on the NICE Perform Database Server. To restore the nice_cls database to the NICE Perform Database Server: 1. Open the SQL Server Management Studio. 2. Under your Database Server navigate to Databases and select nice_cls. Chapter 3: Preparatory Procedures 41

42 Copying the nice_cls Database to the NICE Perform Database Server Figure 3-10 SQL Server Management Studio Window 3. In the right-click menu, select Tasks > Restore > Database. The Restore Database window appears. Chapter 3: Preparatory Procedures 42

43 Copying the nice_cls Database to the NICE Perform Database Server Figure 3-11 Restore Database Window Browse Button 4. In the Source for Restore area, select From Device, and click the Browse button. The Specify Backup window appears. Figure 3-12 Specify Backup Window Chapter 3: Preparatory Procedures 43

44 5. Click the Add button. The Locate Backup File window appears. Copying the nice_cls Database to the NICE Perform Database Server Figure 3-13 Locate Backup File Window 6. Navigate to and select your backup file. NOTE: By default, only backup files using the.bak and.trn extensions are displayed. If you backed up your database using any other extension, select All Files from the Files of Type drop-down list. Chapter 3: Preparatory Procedures 44

45 Copying the nice_cls Database to the NICE Perform Database Server Figure 3-14 Locate Backup File Window 7. Click OK. The Specify Backup window reappears and the path to the backup file appears in the Backup Location area. Figure 3-15 Specify Backup Window Chapter 3: Preparatory Procedures 45

46 Copying the nice_cls Database to the NICE Perform Database Server 8. Click OK. The Restore Database window reappears and the path to the backup file appears in the From Device field. Figure 3-16 Restore Database Window 9. Select the checkbox in the Restore column. 10. In the Select a Page area, click Options. The Restore Database - Options Page window appears. Chapter 3: Preparatory Procedures 46

47 Copying the nice_cls Database to the NICE Perform Database Server Figure 3-17 Restore Database - Options Page Window Progress Area 11. In the Restore Options area, select Overwrite the Existing Database. 12. Click OK. The SQL Server restores the selected database. NOTE: The SQL Server tracks the status of the database restore in the Progress area. 13. Upon completion, the Microsoft SQL Server Management Studio window appears. Figure 3-18 Microsoft SQL Server Management Studio Window 14. Click OK. Chapter 3: Preparatory Procedures 47

48 Stopping the SQL Server Agent Service You can stop the SQL jobs by stopping the SQL Server Agent service. Stopping the SQL Server Agent Service To stop the SQL Server Agent service 1. Open the Computer Management window and select Services. Figure 3-19 Services Window 2. Select SQL Server Agent (MSSQLSERVER). 3. In the right-click menu, choose Stop. Chapter 3: Preparatory Procedures 48

49 Backing up Interaction Data Backing up Interaction Data NOTE: Integration data pertaining to Business Data cannot be saved. You must configure Business Data manually in the NICE Perform Release 3 System Administrator. Due to configuration changes in Release 3, switch integration data is not migrated. It is therefore highly recommended to save the data detailed below as follows: Files - backup and save the files listed below. After completing the migration procedures, you can import them directly into the NICE Perform Release 3 System Administrator. Registry Parameters - write down the registry parameters listed below. They will help you configure your Release 3 switch integration after completing the migration This chapter list the files and registry parameters for the following switches: Avaya CT (see page 49) Alcatel (see page 50) Aspect Portal (see page 50) Genesys (see page 51) H323RAS (see page 52) NEC/Nortel (see page 52) Mosaix (see page 53) Avaya CT Files Back up the following files from the Integration folder and save in any convenient location: Devices.wri (Contains the devices, ACDs, DS1s and VDNs without their types) Rejected1.txt (if the Reject feature is enabled) Registry Parameters Write down the values of the registry parameters in the following locations: HKEY_LOCAL_MACHINE\SOFTWARE\NICECTI\SYSTEM\PabxList\LucentTS\PORT1 LoginID (The user name of the group) MaxLenOfInternalDevice (The maximum length of internal device) ObservCode (The observation code if the migration is for DMCC SO) Chapter 3: Preparatory Procedures 49

50 Backing up Interaction Data Alcatel Files Password (The password of the group) ServerName (The TLink) Back up the following files from the Integration folder and save in any convenient location: Devices.wri (Contains the agents and devices without their types) Rejected1.txt (if the Reject feature is enabled) Alccsta.cfg (Contains the connection details of the PABX) devtype.txt (Contains the agents and devices with their types) StationNmon.txt (Contains the agents and devices which are not monitored) trunkg.ini (Contains the neqt information) Registry Parameters Write down the values of the registry parameters in the following locations: HKEY_LOCAL_MACHINE\SOFTWARE\NICECTI\SYSTEM\PabxList\Alcatel_TSAPOI\ PORT1 ServerName (Contains the server link for the PABX) Aspect Portal Registry Parameters Write down the values of the registry parameters in the following locations: HKEY_LOCAL_MACHINE\SOFTWARE\NICECTI\SYSTEM\PabxList\Portal\PORT1 LinkID (Contains the primary link id) LinkID1 (Contains the secondary link id) PortID (Contains the primary port id) PortID1 (Contains the secondary port id) SwitchAddress (Contains the primary switch address) SwitchAddress1 (Contains the secondary switch address) Chapter 3: Preparatory Procedures 50