Third Party Technical Guideline Configuration Guide Releae: Document Reviion: Ditribution Statu: NICE Engage Platform 6.3 / NICE Interaction Management 4.1 Real-Time Solution 4.9 NICE Perform 3.2 / 3.5 C6 Publihed Publication Date: January 2015
Information in thi document i ubject to change without notice and doe not repreent a commitment on the part of NICE Sytem Ltd. The ytem decribed in thi document are furnihed under a licene agreement or nondicloure agreement. All information included in thi document, uch a text, graphic, photo, logo and image, i the excluive property of NICE Sytem Ltd. and protected by United State and international copyright law. Permiion i granted to view and photocopy (or print) material from thi document for peronal, non-commercial ue only. Any other copying, ditribution, retranmiion or modification of the information in thi document, whether in electronic or hard copy form, without the expre prior written permiion of NICE Sytem Ltd., i trictly prohibited. In the event of any permitted copying, reditribution or publication of copyrighted material, no change in, or deletion of, author attribution, trademark legend or copyright notice hall be made. All content of thi document are: Copyright 2015 NICE Sytem Ltd. All right reerved. Thi product i protected by one or more of the US patent lited at www.nice.com/patent The full lit of NICE mark are the trademark or regitered trademark of Nice Sytem Ltd. For the full lit of NICE trademark, viit www.nice.com/nice-trademark. All other mark ued are the property of their repective proprietor. For aitance, contact your local upplier or nearet NICE Sytem Cutomer Service Center: EMEA Region (Europe, Middle Eat, Africa) Tel: +972-9-775-3800 Fax: +972-9-775-3000 email: upport@nice.com The America Region (North, Central, South America) Tel: 1-800-6423-611 Fax: +720-264-4012 email: upport.america@nice.com International Headquarter-Irael Tel: +972-9-775-3100 Fax: +972-9-775-3070 email: info@nice.com North America Tel: 1-800-663-5601 Fax: +201-356-2197 email: na_ale@nice.com France Tel: +33-(0)1-41-38-5000 Fax: +33-(0)1-41-38-5001 APAC Region (Aia/Pacific) Tel: +852-8338-9818 Fax: +852-2802-1800 email: upport.apac@nice.com Irael Tel: 09-775-3333 Fax: 09-775-3000 email: upport@nice.com United Kingdom Tel: +44-8707-22-4000 Fax: +44-8707-22-4500 Germany Tel: +49-(0)-69-97177-0 Fax: +49-(0)-69-97177-200 Hong-Kong Tel: +852-2598-3838 Fax: +852-2802-1800 NICE invite you to join the NICE Uer Group (NUG). Viit the NUG Webite at www.niceuergroup.org and follow the intruction. All querie, comment, and uggetion are welcome! Pleae email: nicebook@nice.com For more information about NICE, viit www.nice.com
CONTENTS 1: Introduction 11 Document Reviion Hitory 12 Scope of thi Guide 21 2: Microoft Software Service Pack Certified by NICE Sytem 23 Microoft Software Service Pack Certified by NICE Sytem 24 3: Microoft Server Operating Sytem 39 Window 2000 Update Rollup 1 for Service Pack 4 40 Window Server 2003 Service Pack 2 NICE Product Support 41 Overview 41 Server Side 41 Window Server 2003 Service Pack 2 Intallation Procedure 42 Limitation 45 Window Server 2003 Service Pack 1 Integration with NICE Server 46 Overview 46 Known Iue and Limitation 47 Intalling Window Server 2003 Service Pack 1 on NICE Server 47 Moving Unued File - NiceLog Logger 47 Moving Log File - NiceCLS Server 48 Running the Dik Cleanup Wizard 50 Copying the Service Pack 1 Intallation File 53 Running the Microoft Window Server 2003 Service Pack 1 Setup 54 Security-Tuning Your Sytem 59 Network Uage by NICE Sytem 65 TCP/UDP Port Ued by NICE Server Verion 8.9 66 Third Party Technical Guideline (C6) - 3 -
Table of Content Printer Server 68 TCP/UDP Port Ued by NICE Server Verion 9 69 Microoft Window Server 2003 Appliance Edition 73 Microoft Window Server 2003 Appliance Edition FAQ 73 Overview 74 Recovering the Logger 75 Replacing the Failed HDD with a Preloaded HDD 75 Intalling the Image CD (Ghot) from a Logger DVD Device 76 Intalling the Image CD (Ghot) from a Worktation 80 4: Microoft Client Operating Sytem 91 General 92 Window XP 93 NICE Product Support for Window XP Service Pack 3 93 Overview 93 Server Side Support 93 Client Side Support 93 Security-Tuning Guideline for NICE Software Component Running Window XP Service Pack 2 94 Overview 94 Preintallation Requirement 95 Security-Tuning Lit 95 Security-Tuning Your Sytem 98 Manually Adding Program to the Firewall Exception Lit 100 Opening the Firewall 100 Adding NICE Adminitrator to the Exception Lit 101 Adding nmptrap.exe to the Exception Lit 103 Window 7 32-bit/64-bit 106 Client Application Compatibility 106 Uing Silent Intallation to Intall Client Application 108 Set Security Application 109 ScreenSene Agent 109 Third Party Technical Guideline (C6) - 4 -
Table of Content NICE Player and NICE Player Codec Pack 109 Reporter Viewer 109 NICE ScreenAgent 110 Record on Demand 111 PO Client 111 NICE Inight to Impact Bridge 111 Nice BSF Toolkit 111 Manually Intalling Client Application 111 Window 8 and Window 8.1 32-bit/64-bit 114 Client Application Compatibility 114 Uing the Silent Intallation to Intall Client Application 115 Manually Intalling NICE Client Application 117 5: Internet Explorer 119 Internet Explorer 6 121 Compatibility of NICE Web Application with Internet Explorer 6 121 General Decription 121 Internet Explorer 7 123 Compatibility of NICE Web Application with Internet Explorer 7 123 General Decription 123 Known Iue 124 Changing Internet Explorer 7 Setting After Intallation 128 Changing the Cache Size 129 Changing the Font Ued by Internet Explorer 7 130 Manually Adding NICE Perform Application to the Truted Site Lit 132 Internet Explorer 8 137 Compatibility of NICE Web Application with Internet Explorer 8 32-bit 137 General Decription and Concluion 138 NICE Web Application Known Iue with Internet Explorer 8 139 NICE Web Application 139 NICE Perform Application - Releae 3 SP3/SP4 and Releae 3.1 140 Third Party Technical Guideline (C6) - 5 -
Table of Content NICE Univere 8.9 Web Application 140 Manually Adding NICE Web Application to the Truted Site Lit 140 Configuring Internet Explorer 8/9 to Diable Protected Mode 145 Adding the NICE Web Application URL to the Local Intranet Site Lit 147 Internet Explorer 9 149 Compatibility of NICE Web Application with Internet Explorer 9 32-bit 149 General Decription and Concluion 149 NICE Web Application Known Iue with Internet Explorer 9 150 Internet Explorer 10 152 Compatibility of NICE Web Application with Internet Explorer 10 32-bit 152 General Decription and Concluion 152 NICE Web Application Known Iue with Internet Explorer 10 153 Adding the NICE Web Application URL to the Compatibility View Setting Lit 153 Internet Explorer 11 155 Compatibility of NICE Web Application with Internet Explorer 11 32, 64-bit 155 General Decription and Concluion 155 NICE Web Application Known Iue with Internet Explorer 11 156 Adding the NICE Web Application URL to the Compatibility View Setting Lit 156 6: Microoft.NET Framework 159 Nice Application Software Requirement 160 NICE Interaction Center Server Workaround for Microoft.NET 3.5 Framework 161 Problem 161 Workaround 161 NICE Support for Microoft.NET Framework 163 Overview 163 NICE Logger Requirement 163 Microoft.NET Framework Server-Side Support 163 Microoft.NET Framework Client-Side Support 165 Microoft.NET Framework 4.0 Requirement 168 Microoft.NET Framework 4.0 and up with NICE Interaction Management 4.1.46 and Above 170 Third Party Technical Guideline (C6) - 6 -
Table of Content Microoft.NET Framework 4.5 Requirement 171 7: Microoft SQL Server 175 SQL Server 2000 SP4 176 SQL Server 2005 for NICE Perform Releae 3 177 Supported SQL Server Verion 177 SQL Server Clutering 177 SQL Server Licening 178 SQL Server Software and Licene Purchaed from NICE Sytem 178 Cutomer-Provided SQL Server Software and Licene 180 Upgrading from SQL Server 2000 to SQL Server 2005 180 SQL Server Licene Requirement 180 Single Site Deployment 180 Multi-Data Hub Deployment 181 Network Management Station (NMS) 181 NICE Perform SMB 181 Special Note for New and Old Price Lit 182 SQL Server 2008 183 Removing the Network Ditribute Tranaction Coordinator (DTC) Acce 184 Unintalling the DTC 188 Removing the MSDTC Key from the Regitry 192 Re-Intalling the MSDTC 194 Re-Intalling Network DTC Acce 195 Retoring the Original Security Setting 197 Final Verification 201 8: Microoft Security Bulletin 203 Patch Management Tool 204 DBM Error on Logger due to MS Security Patch KB921883 204 General Decription 204 Problem Symptom 204 Third Party Technical Guideline (C6) - 7 -
Table of Content Reolution 205 9: Daylight Saving Time 207 Microoft Daylight Saving Time Update 208 10: Antiviru 211 General Antiviru 212 Antiviru Certification for NICE Product 212 General Intruction 212 General Limitation 212 McAfee epo 213 McAfee 213 SEP 214 SEP Limitation 216 Trend Micro 220 Sopho 220 NICE Product and Antiviru Certification Matrice 221 McAfee 240 McAfee epo 3.5 and McAfee Antiviru 8.0 Certification for NICE 8.80 240 Purpoe and Scope 240 NICE Server 241 Tet Decription 241 Concluion 245 Troublehooting 245 11: Remote Dektop Connection 253 PcAnywhere 254 Symantec pcanywhere 11 Compatibility 254 NICE Product Certified to Work with pcanywhere 12 254 General Decription 255 Third Party Technical Guideline (C6) - 8 -
Table of Content Verion 8.9 Product 255 NICE Perform Product 255 Microoft Remote Dektop Connection 256 Remote Connection Certification for NICE Product 256 NICE Product and Relevant Remote Connection Certification 256 Enabling Remote Connection on Microoft Window Server 2003 258 Enabling Remote Connection on Microoft Window Server 2008 259 Remote Dektop Recommendation 261 Remote Dektop Limitation 262 Port Ued in the Remote Connection 262 RDP (Remote Dektop Protocol) Delay Solution 263 Remote Dektop- Remote Connection Conole Mode for NICE 8.90 264 Environment 264 Intallation Intruction 264 Limitation 266 A: Dicontinued Technical Note 267 Lit of Dicontinued Technical Note 268 B: Uing Real-Time Solution with App-V 271 Working with the App-V Sytem 272 App-V Limitation when Working With Real-Time Solution 273 C: Uing Real-Time Solution with Citrix Streaming 275 Working with Citrix Streaming 276 Citrix Streaming Limitation when Working With Real-Time Solution 277 Third Party Technical Guideline (C6) - 9 -
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1 1: Introduction The Third-Party Technical Guideline i a one-top-hop document for information about third-party oftware application compatibility with NICE ytem. Thi document hould be ued by NICE cutomer and cutomer ervice organization in order to verify the compatibility of third-party oftware to NICE product in addition to pecific configuration information. Thi document conolidate information publihed in a number of Technical Note lited in the Dicontinued Technical Note appendix of thi document, ee Dicontinued Technical Note on page 267. Thi document erve a general guideline and applie to all exiting NICE Engage Platform/NICE Interaction Management/NICE Perform verion. Update for pecific product verion may be iued eparately baed on thee guideline. NICE, at it ole dicretion, may decide to change the general guideline or deviate from them for a pecific product verion. Thi document hould apply in cae where it contradict a previou Technical Note. Thi document will be updated periodically upon availability of new third party oftware verion following the rule of certification a decribed in the Third-Party Software Certification Policy. Third Party Technical Guideline (C6) - 11 -
1: Introduction Document Reviion Hitory Document Reviion Hitory Reviion Modification Date Software Verion Decription A1 November 2010 Updated SQL upport. See Microoft SQL Server on page 175 Updated Antiviru. See Antiviru on page 211 A2 February 2011 Updated Microoft ervice pack upport and requirement. See Microoft Software Service Pack Certified by NICE Sytem on page 24 Added compatibility for Microoft Window 7 64-bit, and updated compatibility by NICE Perform releae. See Window 7 32-bit/64- bit on page 106 Added new ection for ilent intallation. See Uing Silent Intallation to Intall Client Application on page 108 Updated procedure for intalling client-ide component on Microoft Window 7. See Manually Intalling Client Application on page 111 A3 March 2011 Updated the ection on Microoft Window 7. See Window 7 32- bit/64-bit on page 106 Added new ection for Daylight Saving Time. See Daylight Saving Time on page 207 Third Party Technical Guideline (C6) - 12 -
1: Introduction Document Reviion Hitory Reviion Modification Date Software Verion Decription A4 May 2011 Added NICE Interaction Management Releae 4.1 compatibility. Updated Compatibility with Microoft Window 7 for 32/64 bit. See Client Application Compatibility on page 106 Added Internet Explorer compatibility. See Internet Explorer 9 on page 149 Added Logger verion 9.07 to antiviru table. Added Sopho 9.5. A5 June 2011 Formatting change. Added EPO 4.5 to NICE Product and Antiviru Certification Matrix - NICE Perform Releae 3, SP3 and Higher on page 225 A6 July 2011 Updated Remote Dektop Connection for Microoft Window Server 2008. See Enabling Remote Connection on Microoft Window Server 2008 on page 259 Added upport for Internet Explorer 6. See Internet Explorer 6 on page 121 Added Sopho 9.7. A7 September 2011 Updated Table 2-1: Microoft Software Service Pack certified by NICE Sytem Third Party Technical Guideline (C6) - 13 -
1: Introduction Document Reviion Hitory Reviion Modification Date Software Verion Decription A8 November 2011 Added SP1 for SQL Server 2008 R2 in Microoft Software Service Pack Certified by NICE Sytem on page 24. Updated ROD Client information in Window 7 32-bit/64-bit on page 106 Added Microoft.NET Framework 4.0 Requirement on page 168 Updated DST patch lit in Microoft Daylight Saving Time Update on page 208. Added McAfee epo 4.6 in McAfee epo on page 213, NICE Product and Antiviru Certification Matrix - Verion 8.90 on page 221, and NICE Product and Antiviru Certification Matrix - NICE Perform Releae 3, SP3 and Higher on page 225. Added Sopho excluion in Sopho on page 220. A9 November 2011 Added SP3 for SQL Server 2008 in Microoft Software Service Pack Certified by NICE Sytem on page 24. Added information regarding machine and domain name with non-ascii character in Localization on page 92. Added note regarding upport for 32- bit verion Internet Explorer in Internet Explorer on page 119. B0 January 2012 Updated Window 7 32-bit/64-bit on page 106. Third Party Technical Guideline (C6) - 14 -
1: Introduction Document Reviion Hitory Reviion Modification Date Software Verion Decription B1 July 2012 Added information for avoiding fale poitive to SEP on page 214. Added information to NICE Product and Antiviru Certification Matrix - NICE Perform Releae 3, SP3 and Higher on page 225. Updated the table in Microoft Daylight Saving Time Update on page 208. Third Party Technical Guideline (C6) - 15 -
1: Introduction Document Reviion Hitory Reviion Modification Date Software Verion Decription B2 December 2012 Replaced SP1 with SP2 for all SQL 2008 R2 in Table 2-1: Microoft Software Service Pack certified by NICE Sytem Updated BSF Tool kit for NICE Perform Releae 3.1 and 3.2 - Not Supported on Window 7 64 bit. See Table 4-2: Compatibility With Microoft Window 7 32-bit and 64-bit by Releae Updated VRA Compatibility With Microoft Window 7 for NPR4.1 in Table 4-2: Compatibility With Microoft Window 7 32-bit and 64-bit by Releae Added upported Internet Explorer verion by Sentinel Client. See Internet Explorer on page 119. Updated IE8 General Decription and Concluion on page 138. Updated IE9 General Decription and Concluion on page 149. Added McAfee limitation on page 214. Added TDM Logger 9.4 with Antiviru Certification in NICE Product and Antiviru Certification Matrix - NICE Perform Releae 3, SP3 and Higher on page 225. Added Trend Micro OfficeScan 10.5 and Trend Micro OfficeScan 10.6 to NICE Product and Antiviru Certification Matrix - NICE Perform Releae 3, SP3 and Higher on page 225. Third Party Technical Guideline (C6) - 16 -
1: Introduction Document Reviion Hitory Reviion Modification Date Software Verion Decription B3 March 2013 Added Microoft.NET Framework 4.5 Requirement on page 171 Updated NICE Web Application Known Iue with Internet Explorer 8 on page 139 Updated NICE Web Application Known Iue with Internet Explorer 9 on page 150 B4 July 2013 Updated Table 2-1: Microoft Software Service Pack certified by NICE Sytem Added Internet Explorer 10 on page 152 Updated Microoft Daylight Saving Time Update on page 208. Updated General Limitation on page 212 Updated NICE Product and Antiviru Certification Matrix - NICE Perform Releae 3, SP3 and Higher on page 225 (added: McAfee 8.8/8.8i and Sopho 10.2) B5 July 2013 Updated Internet Explorer on page 119 (mall correction in the Content). Third Party Technical Guideline (C6) - 17 -
1: Introduction Document Reviion Hitory Reviion Modification Date Software Verion Decription B6 October 2013 Updated Internet Explorer 10 on page 152. Added the ection Adding the NICE Web Application URL to the Compatibility View Setting Lit on page 153. Added the appendix, Uing Real- Time Solution with App-V on page 271. Added the appendix Uing Real- Time Solution with Citrix Streaming on page 275. B7 November 2013 Updated Microoft Client Operating Sytem: Updated Reporter Viewer on page 109, and NICE ScreenAgent on page 110. Added PO Client and NICE Inight to Impact Bridge on page 111 Updated Manually Intalling Client Application on page 111 (updated the note that appear before the procedure). Added ection for Releae 4.1.46 for XBAP. See Microoft.NET Framework 4.5 Requirement on page 171 and Microoft.NET Framework 4.0 and up with NICE Interaction Management 4.1.46 and Above on page 170. B8 December 2013 Fixed iue with landcape page not diplaying correctly in PDF for Table 4-2: Compatibility With Microoft Window 7 32-bit and 64-bit by Releae Third Party Technical Guideline (C6) - 18 -
1: Introduction Document Reviion Hitory Reviion Modification Date Software Verion Decription B9 January 2014 Fixed information regarding Microoft Internet Explorer 10. See Internet Explorer 10 on page 152. Removed the Citrix ection. The information i now in the Virtualization Guide. C1 March 2014 Added Internet Explorer 11 upport. See Internet Explorer 11 on page 155. Added an SEP limitaion. See SEP on page 214. C2 May 2014 4.1.47 Added Window 8/8.1 upport for client machine. See Window 8 and Window 8.1 32-bit/64-bit on page 114. Updated the information for Internet Explorer 11 on page 155. Added about XBAP limitation. See Microoft.NET Framework 4.0 and up with NICE Interaction Management 4.1.46 and Above on page 170. DCR 1004: A olution to Intalling XBAP When Hardening Kit i Intalled wa found and implemented. The Topic wa removed from the guide. C3 September 2014 4.1.4x Updated NICE Product and Antiviru Certification Matrice on page 221(added eparate table for NICE Interaction Management Releae 4.1). Added Third Party Technical Guideline (C6) - 19 -
1: Introduction Document Reviion Hitory Reviion Modification Date Software Verion Decription C4 September 2014 6.3 Updated flowing topic: Microoft Software Service Pack Certified by NICE Sytem on page 24 Internet Explorer on page 119 Microoft.NET Framework on page 159 Microoft Daylight Saving Time Update on page 208 NICE Product and Antiviru Certification Matrice on page 221 Updated Added the topic. C5 November 2014 4.1 Added ection. Added a Before You Begin ection. C6 January 2015 NICE Engage Platform 6.3/ NICE Interaction Management 4.1/ NICE Real Time Solution 4.9 Updated for NICE Engage Platform 6.3. Updated Anti-viru information Added NICE Sentinel 2.5/4.1 to the following ection: Internet Explorer on page 119 Microoft SQL Server on page 175 Microoft.NET Framework on page 159 Removed XBAP information from guide. See the Worktation Setup Guide. Third Party Technical Guideline (C6) - 20 -
1: Introduction Scope of thi Guide Scope of thi Guide Software Verion Thi guide i updated for: NICE Engage Platform 6.3 NICE Interaction Management 4.1 Real-Time Solution 4.9 NICE Perform 3.2 / 3.5 What i included in thi guide? Guideline for third party oftware with NICE application. What i not included in thi guide? Topic NICE Screen Agent oftware Microoft.NET framework Setting up a client computer to work with ASPX Configuring XBAP Microoft Daylight Saving Time configuration Where to Find thi Topic... ScreenAgent Intallation and Configuration Guide Certified Server Guide Worktation Setup Guide Worktation Setup Guide Maintenance Guide Third Party Technical Guideline (C6) - 21 -
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2 2: Microoft Software Service Pack Certified by NICE Sytem Thi ection ummarize the Microoft Software Service Pack Certified by NICE Sytem. Content Microoft Software Service Pack Certified by NICE Sytem 24 Third Party Technical Guideline (C6) - 23 -
2: Microoft Software Service Pack Certified by NICE Sytem Microoft Software Service Pack Certified by NICE Sytem Microoft Software Service Pack Certified by NICE Sytem Product Releae Synopi NICE Interaction Management NICE Perform NICE Perform expre Verion 8.9 SMB NICE Perform Releae I NICE Perform Releae II NICE Perform Releae 3 NICE Perform Releae 3.1 NICE Perform Releae 3.2 NICE Perform Releae 3.5 NICE Interaction Management Releae 4.1 NICE Perform expre 1.0 NICE Perform expre 2.1 Verion 8.9 Provide information regarding the latet Microoft Software Service Pack certified by NICE Sytem. The following table conit of information regarding the latet Microoft Software Service Pack certified by NICE Sytem. Third Party Technical Guideline (C6) - 24 -
2: Microoft Software Service Pack Certified by NICE Sytem Microoft Software Service Pack Certified by NICE Sytem Table 2-1: Microoft Software Service Pack certified by NICE Sytem Microoft Software Service Pack NICE Releae Comment Window 2000 SP4 NICE Verion 8.9 NICE Perform Releae 1 SP7 Releae 2 SP5 Releae 3 SP3 Releae 3 SP4 Releae 3.1 Releae 3.2 Supported by: Set Security ROD Reporter Viewer ScreenAge nt Screen Sene Agent NICE Player Codec Pack Nice Standalone Player Survey Manager Third Party Technical Guideline (C6) - 25 -
2: Microoft Software Service Pack Certified by NICE Sytem Microoft Software Service Pack Certified by NICE Sytem Table 2-1: Microoft Software Service Pack certified by NICE Sytem (continued) Microoft Software Service Pack NICE Releae Comment Window Server 2003 R2 Standard Edition 32-bit Window Server 2003 R2 Enterprie Edition 32-bit SP2 NICE Verion 8.9 NICE Perform Releae 1 SP7 Releae 2 SP5 Releae 3 SP3 Releae 3 SP4 Releae 3.1 Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 - upported only for upgrade NICE Perform expre Releae 1.0 Releae 2.1 SP2 NICE Verion 8.9 NICE Perform Releae 1 SP7 Releae 2 SP5 Releae 3 SP3 Releae 3 SP4 Releae 3.1 Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 - upported only for upgrade Third Party Technical Guideline (C6) - 26 -
2: Microoft Software Service Pack Certified by NICE Sytem Microoft Software Service Pack Certified by NICE Sytem Table 2-1: Microoft Software Service Pack certified by NICE Sytem (continued) Microoft Software Service Pack NICE Releae Comment Window Server 2003 R2 Standard Edition 64-bit SP2 NICE Perform Releae 3.1 DB Server Only Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 - upported only for upgrade Window Server 2003 R2 Enterprie Edition 64-bit SP2 NICE Perform Releae 3.1 DB Server Only Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 - upported only for upgrade Window XP SP2 NICE Verion 8.9 NICE Perform Releae 1 SP7 Releae 2 SP5 Releae 3 SP3 Releae 3 SP4 Releae 3.1 Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 Client Side Only Third Party Technical Guideline (C6) - 27 -
2: Microoft Software Service Pack Certified by NICE Sytem Microoft Software Service Pack Certified by NICE Sytem Table 2-1: Microoft Software Service Pack certified by NICE Sytem (continued) Microoft Software Service Pack NICE Releae Comment Window XP SP3 NICE Perform Releae 3 SP4 Releae 3.1 Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 NICE NICE Engage Platform 6.3 Window Vita Buine SP2 NICE Perform Releae 3 SP4 Releae 3.1 Client Side Only Client Side Only Third Party Technical Guideline (C6) - 28 -
2: Microoft Software Service Pack Certified by NICE Sytem Microoft Software Service Pack Certified by NICE Sytem Table 2-1: Microoft Software Service Pack certified by NICE Sytem (continued) Microoft Software Service Pack NICE Releae Comment Window Vita Enterprie Edition SP2 NICE Perform Releae 3.1 Supported by: Set Security Releae 3.2 ROD Releae 3.5 NICE Interaction Management Releae 4.1 NICE Engage Platform 6.3 Reporter Viewer ScreenAge nt Dektop Analyi Agent RTS NICE Player Codec Pack Nice Standalone Player Survey Manager Media Library Window 7 SP1 NICE Perform Releae 3.1 Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 NICE Engage Platform 6.3 Supported Client Side Application Only Third Party Technical Guideline (C6) - 29 -
2: Microoft Software Service Pack Certified by NICE Sytem Microoft Software Service Pack Certified by NICE Sytem Table 2-1: Microoft Software Service Pack certified by NICE Sytem (continued) Microoft Software Service Pack NICE Releae Comment Window Server 2008 Standard Edition 32-bit SP2 NICE Perform Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 NICE Engage Platform 6.3, upported only for upgrade NICE Perform expre Releae 2.1 Window Server 2008 Enterprie Edition 32-bit SP2 NICE Perform Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 NICE Engage Platform 6.3, upported only for upgrade Window Server 2008 Standard Edition 64-bit SP2 NICE Perform Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 NICE Engage Platform 6.3, upported only for upgrade Third Party Technical Guideline (C6) - 30 -
2: Microoft Software Service Pack Certified by NICE Sytem Microoft Software Service Pack Certified by NICE Sytem Table 2-1: Microoft Software Service Pack certified by NICE Sytem (continued) Microoft Software Service Pack NICE Releae Comment Window Server 2008 Enterprie Edition 64-bit SP2 NICE Perform Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 NICE Engage Platform 6.3, upported only for upgrade Window Server 2008 R2 Enterprie Edition 64-bit NICE Perform Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 NICE Engage Platform 6.3, upported only for upgrade Window Server 2008 R2 Standard Edition 64-bit NICE Perform Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 NICE Engage Platform 6.3, upported only for upgrade Window Server 2008 R2 Standard Edition 64-bit SP1 NICE Perform Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 Third Party Technical Guideline (C6) - 31 -
2: Microoft Software Service Pack Certified by NICE Sytem Microoft Software Service Pack Certified by NICE Sytem Table 2-1: Microoft Software Service Pack certified by NICE Sytem (continued) Microoft Software Service Pack NICE Releae Comment Window Server 2008 R2 Enterprie Edition 64-bit SP1 NICE Perform Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 Window 2012 Datacenter 64-bit SP1 NICE Engage Platform 6.3 Window 2012 Standard 64-bit SP1 NICE Engage Platform 6.3 SQL Server 2005 Standard Edition 32-bit SP3 NICE Perform Releae 3 SP3 Releae 3 SP4 Releae 3.1 Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 - upported only for upgrade SQL Server 2005 Standard Edition 64-bit SP3 NICE Perform Releae 3 SP4 Releae 3.1 Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 - upported only for upgrade Third Party Technical Guideline (C6) - 32 -
2: Microoft Software Service Pack Certified by NICE Sytem Microoft Software Service Pack Certified by NICE Sytem Table 2-1: Microoft Software Service Pack certified by NICE Sytem (continued) Microoft Software Service Pack NICE Releae Comment SQL Server 2005 Enterprie Edition 64-bit SP3 NICE Perform Releae 3 SP4 Releae 3.1 Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 - upported only for upgrade SQL Server 2005 Standard Edition 32-bit SP4 NICE Perform Releae 3 SP3 Releae 3 SP4 Releae 3.1 Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 - upported only for upgrade SQL Server 2005 Standard Edition 64-bit SP4 NICE Perform Releae 3 SP4 Releae 3.1 Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 - upported only for upgrade Third Party Technical Guideline (C6) - 33 -
2: Microoft Software Service Pack Certified by NICE Sytem Microoft Software Service Pack Certified by NICE Sytem Table 2-1: Microoft Software Service Pack certified by NICE Sytem (continued) Microoft Software Service Pack NICE Releae Comment SQL Server 2005 Enterprie Edition 64-bit SP4 NICE Perform Releae 3 SP4 Releae 3.1 Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 - upported only for upgrade SQL Server 2008 Standard Edition 32-bit SP1 NICE Perform Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 SQL Server 2008 Standard Edition 64-bit SP1 NICE Perform Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 SQL Server 2008 Enterprie Edition 64-bit SP1 NICE Perform Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 SQL Server 2008 Standard Edition 32-bit SP2 NICE Perform Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 Third Party Technical Guideline (C6) - 34 -
2: Microoft Software Service Pack Certified by NICE Sytem Microoft Software Service Pack Certified by NICE Sytem Table 2-1: Microoft Software Service Pack certified by NICE Sytem (continued) Microoft Software Service Pack NICE Releae Comment SQL Server 2008 Standard Edition 64-bit SP2 NICE Perform Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 SQL Server 2008 Enterprie Edition 64-bit SP2 NICE Perform Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 SQL Server 2008 Standard Edition 32-bit SP3 NICE Perform Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 SQL Server 2008 Standard Edition 64-bit SP3 NICE Perform Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 SQL Server 2008 Enterprie Edition 64-bit SP3 NICE Perform Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 Third Party Technical Guideline (C6) - 35 -
2: Microoft Software Service Pack Certified by NICE Sytem Microoft Software Service Pack Certified by NICE Sytem Table 2-1: Microoft Software Service Pack certified by NICE Sytem (continued) Microoft Software Service Pack NICE Releae Comment SQL Server 2008 R2 Standard Edition 32-bit SP1 NICE Perform Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 SQL Server 2008 R2 Standard Edition 64 -bit SP1 NICE Perform Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 SQL Server 2008 R2 Enterprie Edition 64-bit SP1 NICE Perform Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 SQL Server 2008 R2 Standard Edition 32-bit SP2 NICE Perform Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 SQL Server 2008 R2 Standard Edition 64-bit SP2 NICE Perform Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 Third Party Technical Guideline (C6) - 36 -
2: Microoft Software Service Pack Certified by NICE Sytem Microoft Software Service Pack Certified by NICE Sytem Table 2-1: Microoft Software Service Pack certified by NICE Sytem (continued) Microoft Software Service Pack NICE Releae Comment SQL Server 2008 R2 Enterprie Edition 64-bit SP2 NICE Perform Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 SQL Server 2008 R2 Standard Edition 32-bit SP3 NICE Perform Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 SQL Server 2008 R2 Standard Edition 64-bit SP3 NICE Perform Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 SQL Server 2008 R2 Enterprie Edition 64-bit SP3 NICE Perform Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 SQL Server 2012 Enterprie Edition 64-bit SP1 NICE Engage Platform 6.3 SQL Server 2012 Standard 64-bit SP1 NICE Engage Platform 6.3 Third Party Technical Guideline (C6) - 37 -
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3 3: Microoft Server Operating Sytem Thi ection provide information regarding Microoft Server Operating Sytem. Thi include ecure olution, update, and guideline. Content Window 2000 Update Rollup 1 for Service Pack 4 40 Window Server 2003 Service Pack 2 NICE Product Support 41 Window Server 2003 Service Pack 1 Integration with NICE Server 46 Microoft Window Server 2003 Appliance Edition 73 Third Party Technical Guideline (C6) - 39 -
3: Microoft Server Operating Sytem Window 2000 Update Rollup 1 for Service Pack 4 Window 2000 Update Rollup 1 for Service Pack 4 Product Microoft Window 2000 Update Rollup 1 for Service Pack 4 Releae Synopi A part of NICE continuing effort to provide it cutomer with a ecure olution, and in accordance with our policy regarding ervice pack certification, NICE ha certified Microoft Window 2000 Update Rollup 1 for Service Pack 4. The Update Rollup contain: All ecurity update produced for Microoft Window 2000 from the time SP4 wa releaed and up to April 30, 2005, when the content of the Update Rollup were finalized for teting by Microoft. A number of update that help increae ytem ecurity and reliability, reduce upport cot, and upport the current generation of PC hardware. By including the mot important update for Microoft Window 2000, the Update Rollup make it eaier for cutomer to improve ecurity of Microoft Window 2000 ytem, keep thee ytem up to date, and build new deployment image. Becaue the number of update included in the Update Rollup i ignificantly lower than the number typically included in a ervice pack, and becaue Microoft ha already releaed mot of the content included in the Update Rollup a individual update and hotfixe, the Update Rollup hould require le predeployment teting and planning. Individual hotfixe made ince SP4, but not included in the Update Rollup, remain available a individual download. No Future Service Pack Microoft believe the Update Rollup meet cutomer need more effectively and with le diruption than a new ervice pack, and there will be no Service Pack 5 (SP5) for Microoft Window 2000. SP4 become the final ervice pack for Microoft Window 2000. For detail about Microoft Window 2000 Update Rollup 1 for Service Pack 4, ee: http://upport.microoft.com/default.apx/kb/891861 NOTE: Teknor PC baed Renaiance ytem are currently not certified for Microoft Window 2000 Update Rollup 1 for Service Pack 4. For More information, pleae contact NICE. Third Party Technical Guideline (C6) - 40 -
3: Microoft Server Operating Sytem Window Server 2003 Service Pack 2 NICE Product Support Window Server 2003 Service Pack 2 NICE Product Support Product Microoft Window Server 2003 Service Pack 2 Support Releae Synopi Thi ection provide information about NICE upport for Microoft Window Server 2003 R2, Service Pack 2. Overview Thi ection provide information regarding NICE product upport for Microoft Window Server 2003, Service Pack (SP2). Important! Server Side All NICE erver mut be intalled with Microoft Window Server 2003 SP2. All client mut be intalled with.net 2.0 (ide-by-ide or pure), a Microoft ha a known iue in Net 1.1 with Microoft Window Server 2003 SP2. On computer that have.net2.0, erialization HF (KB914460) mut be intalled. On Microoft Window Server 2003 SP2, only the NICE Perform verion that upport.net 2.0 can be intalled. Thi i relevant for erver and the worktation. See TN0736: NICE Product Support for Microoft.Net3.0. No. Releae Verion Statu NICE Perform RI (from SP7) OK (See Limitation on page 45) NICE Perform RII (from SP4) OK (See Limitation on page 45) OK NICE Perform 9.09 OK NICE Perform R3 OK (See Limitation on page 45) NICE Perform R3.1 NICE Perform R3.2 OK OK Third Party Technical Guideline (C6) - 41 -
3: Microoft Server Operating Sytem Window Server 2003 Service Pack 2 Intallation Procedure No. Releae Verion Statu NICE Perform R3.5 NICE Interaction Management R4.1 OK For upgrade only Window Server 2003 Service Pack 2 Intallation Procedure Before You Begin Before intallation, check via My computer > Propertie that the erver i intalled with Microoft Window Server 2003, SP1, and not with Microoft Window Server 2003 SP2. Figure 3-1: Sytem Propertie - General Tab For Logger only: Verify that the tatu of the Ditributed Tranaction Coordinator ervice i tarted. If it i not, then you mut tart it before running the SP intallation. Third Party Technical Guideline (C6) - 42 -
3: Microoft Server Operating Sytem Window Server 2003 Service Pack 2 Intallation Procedure Figure 3-2: Service Window To intall Microoft Window Server 2003 SP2: 1. Run Window Server 2003 SP2.exe file. Figure 3-3: Software Update Intallation Wizard Window 2. Click Next. Third Party Technical Guideline (C6) - 43 -
3: Microoft Server Operating Sytem Window Server 2003 Service Pack 2 Intallation Procedure Figure 3-4: Licene Agreement 3. Select I agree, and click Next. Figure 3-5: Select Option Window 4. Click Next. Third Party Technical Guideline (C6) - 44 -
3: Microoft Server Operating Sytem Limitation Figure 3-6: Licene Agreement Window 5. Click Finih to complete the intallation. The erver reboot. Limitation Recording On demand (ROD) Dektop will not work if a client ha.net1.1 ide by ide with.net2.0, and if the erver are intalled with Microoft Window Server 2003, SP2. If ROD Dektop i needed and the client have.net1.1 ide by ide with.net2.0, pleae contact NICE Cutomer Support. If the client ha.net2.0 pure, then the ROD dektop will function properly. For new ScreenSene erver intallation on top of NICE Perform Releae II SP4 and NICE Perform Releae 3 SP2, a new.mi intallation file i available in the HF directory. The ScreenSene erver mut be intalled from thi file. Third Party Technical Guideline (C6) - 45 -
3: Microoft Server Operating Sytem Window Server 2003 Service Pack 1 Integration with NICE Server Window Server 2003 Service Pack 1 Integration with NICE Server Product Microoft Window Server 2003 Service Pack 1 Integration with NICE Server Releae Synopi A part of NICE continuou effort to provide it cutomer with a ecure olution, and in accordance with our policy regarding ervice pack certification, NICE ha certified Microoft Window Server 2003 Service Pack 1. Microoft Window Server 2003 Service Pack 1 provide advanced and ignificant ecurity feature, including a built-in firewall, an improved IIS ecurity mechanim, program ignature validation, thu further enhancing NICE ecure platform. For detail about Microoft Window Server 2003 Service Pack 1, ee http://upport.microoft.com/default.apx/kb/889101. Thi ection provide intruction for intalling and configuring Microoft Window Server 2003 Service Pack 1 for NICE Server running Microoft Window Server 2003 Standard or Appliance edition. Overview NOTE: The procedure decribed in thi ection can be ued for NICE Server running NICE Perform. Thi ection provide guideline for intalling and configuring Microoft Window Server 2003 Service Pack 1 on NICE Server. Microoft Window Server 2003 Service Pack 1 provide the following enhanced ecurity feature: A built-in firewall Enhanced ecurity for Internet Explorer Check for a valid ignature of program during intallation By default, a firewall cloe all port to incoming network packet. Thi ection explain how to open a port permanently (known a tatically opened port), and to define pecific application for which the firewall will open the neceary litening port. Thee litening port will remain open only when, and a long a, thee application are running (known a dynamically opened port). Thi ection provide intruction for intalling Microoft Window Server 2003 Service Pack 1 on NICE Server, and decribe how to ecurity-tune your erver o that full-functionality of the ytem i obtained. Security-tuning i performed in the Window Firewall. Third Party Technical Guideline (C6) - 46 -
3: Microoft Server Operating Sytem Known Iue and Limitation NOTE: After you complete ecurity-tuning NICE component, we recommend that you monitor all recording component at the ite to enure that they are running properly. Known Iue and Limitation ISA Logger verion 8.9 doe not upport Window 2003 SP1. NICE SNMP Manager 8.8/9.01 doe not upport Window 2003 SP1. Audio Manager running on NICE CLS 8.9 will not function properly after intalling Window 2003 SP1. Thi mean that Executive Connect and /or Playback via Turret (PVT) will not work. For additional information contact NICE regarding intalling Microoft Window Server 2003 Service Pack 1. Intalling Window Server 2003 Service Pack 1 on NICE Server Important! Before intalling Microoft Window Server 2003 Service Pack 1, cloe NICE application and top all NICE ervice. If there i enough pace on Dik C, go directly to Running the Microoft Window Server 2003 Service Pack 1 Setup on page 54. If there i not enough pace on Dik C for SP intallation, perform all the following tep. Moving Unued File - NiceLog Logger below. Moving Log File - NiceCLS Server on the next page. Running the Dik Cleanup Wizard on page 50. Copying the Service Pack 1 Intallation File on page 53. Running the Microoft Window Server 2003 Service Pack 1 Setup on page 54. Moving Unued File - NiceLog Logger Thi procedure mut be performed for NiceLog Logger Verion 8.9 and 9.0. To move the unued file: Move the intallation file from Drive C: (uually found in C:\intall\i386) to Drive D: (the root folder). Third Party Technical Guideline (C6) - 47 -
3: Microoft Server Operating Sytem Moving Log File - NiceCLS Server Figure 3-7: Intall Folder Moving Log File - NiceCLS Server Thi ection decribe how to move the NiceCLS log file from Drive C: to Drive D:. Thi procedure mut be performed for machine running NiceCLS Verion 8.9. To move the log file: 1. In Drive D:, create the following folder: D:\NICECTI\Log. Third Party Technical Guideline (C6) - 48 -
3: Microoft Server Operating Sytem Moving Log File - NiceCLS Server Figure 3-8: \Log Folder 2. From the Start menu, elect Run > Regedit. 3. Navigate to the following Regitry key: HKLM\SOFTWARE\NICECTI\SYSTEM\LOG_DLL Figure 3-9: Regitry Editor Third Party Technical Guideline (C6) - 49 -
3: Microoft Server Operating Sytem Running the Dik Cleanup Wizard 4. Set the value of LogFilePath a hown below: Figure 3-10: LogFilePath 5. Click OK. 6. Set the value of LogFileName a hown below: Figure 3-11: LogFileName 7. Click OK. Running the Dik Cleanup Wizard To run the Dik Cleanup wizard: 1. Double-click My Computer. 2. Right-click on Drive C: and elect Propertie. The Local Dik Propertie window appear. Third Party Technical Guideline (C6) - 50 -
3: Microoft Server Operating Sytem Running the Dik Cleanup Wizard Figure 3-12: My Computer Third Party Technical Guideline (C6) - 51 -
3: Microoft Server Operating Sytem Running the Dik Cleanup Wizard Figure 3-13: Local Dik (C): Propertie Window 3. Click Dik Cleanup. In the File to delete lit, elect all the file on the lit. See Figure Figure 3-14. Third Party Technical Guideline (C6) - 52 -
3: Microoft Server Operating Sytem Copying the Service Pack 1 Intallation File Figure 3-14: Dik Cleanup for Drive C: Window 4. Click OK. Dik Cleanup will clean all the elected file. Copying the Service Pack 1 Intallation File IMPORTANT Since Window Setup i generally extracted to the default drive (Drive C:), you mut copy and execute the etup file from Drive D:. To copy the Service Pack 1 intallation file: Copy the Service Pack 1 intallation file to Drive D:. See Figure 3-15. Third Party Technical Guideline (C6) - 53 -
3: Microoft Server Operating Sytem Running the Microoft Window Server 2003 Service Pack 1 Setup Figure 3-15: :\SP1 Folder Running the Microoft Window Server 2003 Service Pack 1 Setup To run the Microoft Window Server 2003 Service Pack 1 etup: 1. Double-click WindowServer2003-KB889101-SP1-x86-ENU.exe. The file will be extracted to Drive D:. The Window Server 2003 Service Pack 1 Setup wizard tart. Third Party Technical Guideline (C6) - 54 -
3: Microoft Server Operating Sytem Running the Microoft Window Server 2003 Service Pack 1 Setup Figure 3-16: Window Server 2003 Service Pack 1 Setup Wizard 2. Click Next. The Licene Agreement window appear. Third Party Technical Guideline (C6) - 55 -
3: Microoft Server Operating Sytem Running the Microoft Window Server 2003 Service Pack 1 Setup Figure 3-17: Window Server 2003 Service Pack 1 Setup Wizard - Licene Agreement 3. Select I Agree and click Next. The Window Select Option window appear. Third Party Technical Guideline (C6) - 56 -
3: Microoft Server Operating Sytem Running the Microoft Window Server 2003 Service Pack 1 Setup Figure 3-18: Select Option Window 4. Click Browe and elect Drive D. Click OK. The Select Option window will now appear a hown below. Third Party Technical Guideline (C6) - 57 -
3: Microoft Server Operating Sytem Running the Microoft Window Server 2003 Service Pack 1 Setup Figure 3-19: Select Option Window NOTE: If you have enough pace on Dik C for SP intallation (and you kipped the previou tep for moving to Dik D) leave the default path for unintall folder - C:\WINDOWS\$NtServicePackUnintall$. 5. Click Next. The intallation proce tart. When the intallation i complete, the Complete window appear. Third Party Technical Guideline (C6) - 58 -
3: Microoft Server Operating Sytem Security-Tuning Your Sytem Figure 3-20: Select Option - Complete Window 6. Click Finih. Your erver will now retart. NOTE: The retart proce will take a bit longer than uual. Security-Tuning Your Sytem Security-tuning your ytem involve: Enabling the Window Firewall Service below. Opening Port on the next page. Adding Application to the Exception Lit on page 63. Activating the Window Firewall on page 64. Enabling the Window Firewall Service After you intall Microoft Window Server 2003 Service Pack 1, it i poible to enable the Window Firewall ervice. To enable the Window Firewall ervice: 1. Open the Control Panel and double-click Window Firewall. The following meage appear. Third Party Technical Guideline (C6) - 59 -
3: Microoft Server Operating Sytem Security-Tuning Your Sytem Figure 3-21: Window Firewall Meage 2. Click Ye and cloe the Window Firewall application. The Window Firewall ervice i now enabled, however, the Window Firewall i not active yet. Opening Port To add port to the firewall: 1. From the Start menu, elect Setting > Control Panel > Window Firewall. The Window Firewall window appear. Third Party Technical Guideline (C6) - 60 -
3: Microoft Server Operating Sytem Security-Tuning Your Sytem Figure 3-22: Window Firewall Window NOTE: The Window Firewall i till not et to On. Do not et it to On yet! 2. Click the Exception tab. Third Party Technical Guideline (C6) - 61 -
3: Microoft Server Operating Sytem Security-Tuning Your Sytem Figure 3-23: Window Firewall Window - Exception Tab NOTE: Enure that Diplay a notification when Window Firewall block a program i elected. 3. Click Add Port. The Add a Port window appear. Third Party Technical Guideline (C6) - 62 -
3: Microoft Server Operating Sytem Security-Tuning Your Sytem Figure 3-24: Add a Port Window 4. Referring to Network Uage by NICE Sytem on page 65, add the port and click OK. Repeat thi tep for all NICE port. Adding Application to the Exception Lit When certain application run for the firt time, a warning meage may appear aking if you want to unblock the application. Clicking Unblock will add the application to the firewall Exception Lit, enabling you to run the application. To add an application to the Exception lit: 1. Start the NICE Server and run all ytem module. The following Window Security Alert may appear. Third Party Technical Guideline (C6) - 63 -
3: Microoft Server Operating Sytem Security-Tuning Your Sytem Figure 3-25: Window Security Alert (Example) 2. Click Unblock. The application i added to the Exception lit. Activating the Window Firewall After you complete adding all exception to the Window Firewall, the Window Firewall mut be activated. To activate the Window Firewall: 1. In the Control Panel, double-click Window Firewall. The Window Firewall open. 2. Click the General tab. Third Party Technical Guideline (C6) - 64 -
3: Microoft Server Operating Sytem Network Uage by NICE Sytem Figure 3-26: Window Firewall - General Tab 3. Select On and click OK. The Window Firewall i now active. Network Uage by NICE Sytem Following are general comment regarding network uage by the ytem: The port ued by the CAPI can be configured on both the NiceCLS ide and the application ide. Change can be done from the regitry. Certain driver ue the CAPI in order to communicate with the Call Server. In thee cae you mut change the port number in the driver too. All thoe mentioned configuration are configured from the Regitry. Port 161,162, 6665 are ued between ytem component (UDP) for Nice SNMP ervice (NICE Superviion SNMP and/or Unicenter SNMP). Mot internal erver-erver and client-erver communication in the ytem i done through the Nicecomm layer. Nicecomm i limited to a maximum of 50 connection on the ame port. Third Party Technical Guideline (C6) - 65 -
3: Microoft Server Operating Sytem TCP/UDP Port Ued by NICE Server Verion 8.9 NOTE: The Integration (driver) may require opening a pecific port() in order to communicate with the CTI erver The port ued by pcanywhere are a follow: pcanywhere 10.x and up: TCP 5631, TCP 5632 pcanywhere down from 10.x: TCP 65301, TCP 22 TCP/UDP Port Ued by NICE Server Verion 8.9 NiceCLS ServerServer Side Table 3-1: TCP/UDP Port Ued by NiceCLS Server Port Ued By TCP 2050 CAPI (Can be configured to ue other port a well.) 1433 Databae UDP 2005 Statu Server 2002 Output manager 4387 Lock manager 34462 Lock manager NiceLog Voice Logger Table 3-2: TCP/UDP Port Ued by NiceLog Voice Logger Port Ued By TCP 2011 NiceCom Third Party Technical Guideline (C6) - 66 -
3: Microoft Server Operating Sytem TCP/UDP Port Ued by NICE Server Verion 8.9 Table 3-2: TCP/UDP Port Ued by NiceLog Voice Logger (continued) Port Ued By TCP 2001 NiceCom UDP 2000 Nicecom 2012 NiceScreen Logger Table 3-3: TCP/UDP Port Ued by NiceScreen Logger Port Ued By TCP 2102 Nicecom 2152 Nicecom TCP (Citrix Environment) 3020>3020+n n=number of agent UDP 2101 RTS (Remote Tape Server) Table 3-4: TCP/UDP Port Ued by RTS Port Ued By TCP 3001 Third Party Technical Guideline (C6) - 67 -
3: Microoft Server Operating Sytem Printer Server Table 3-4: TCP/UDP Port Ued by RTS (continued) Port Ued By 3002 UDP 3011 3012 Media Library Table 3-5: TCP/UDP Port Ued by Media Library Port Ued By UDP 2000 Printer Server Table 3-6: TCP/UDP Port Ued by Printer Server Port Ued By UDP 2006 Application Web Server Table 3-7: TCP/UDP Port Ued by Application Web Server Port Ued By Comment TCP Third Party Technical Guideline (C6) - 68 -
3: Microoft Server Operating Sytem TCP/UDP Port Ued by NICE Server Verion 9 Table 3-7: TCP/UDP Port Ued by Application Web Server (continued) Port Ued By Comment 80 (HTTP) 8080 (HTTP) Storage Center Table 3-8: TCP/UDP Port Ued by Storage Center Port Ued By TCP 7200 TCP/UDP Port Ued by NICE Server Verion 9 Web Application Center Table 3-9: TCP/UDP Port Ued by the Web Application Center Port in 9.0 Ued By Comment TCP 80 WebServer 8080 WebServer 62070 Uer Admin 62070 Sytem Admin 62071 Audit Trail 62072 Rule Manager 62073 Locate Service Third Party Technical Guideline (C6) - 69 -
3: Microoft Server Operating Sytem TCP/UDP Port Ued by NICE Server Verion 9 Table 3-9: TCP/UDP Port Ued by the Web Application Center (continued) Port in 9.0 Ued By Comment 62074 Unified Query 62075 Monitor 62076 Playback Media Server 62077 Playback reource manager 62078 Playback media ervice 62079 Rule engine 62080 Coaching 62081 My Univere 62082 Call Flow Analyi Unicenter SNMP Manager Table 3-10: TCP/UDP Port Ued by Unicenter SNMP Manager Port in 9.0 Ued By Comment UDP 161 UniCenter SNMP Manager NiceLog Logger Table 3-11: TCP/UDP Port Ued by NiceLog Logger Verion 9 Port in 9.0 Ued By Comment TCP 2001 NiceLog Logger 2011 NiceLog Logger Third Party Technical Guideline (C6) - 70 -
3: Microoft Server Operating Sytem TCP/UDP Port Ued by NICE Server Verion 9 Table 3-11: TCP/UDP Port Ued by NiceLog Logger Verion 9 (continued) Port in 9.0 Ued By Comment UDP 2000 NiceLog Logger 2012 NiceLog Logger NiceScreen Table 3-12: TCP/UDP Port Ued by NiceScreen Port in 9.0 Ued By Comment TCP 2001, 2102 Screen Agent for dektop 3020 Screen Agent for terminal erver 30100 MML UDP 30102 MML NICE Playback Server Table 3-13: TCP/UDP Port Ued by NICE Playback Server Port in 9.0 Ued By Comment TCP 8000-8003 PBS Link 8010 PBS Link NICE Storage Center Third Party Technical Guideline (C6) - 71 -
3: Microoft Server Operating Sytem TCP/UDP Port Ued by NICE Server Verion 9 Table 3-14: TCP/UDP Port Ued by NICE Storage Center Port in 9.0 Ued By Comment TCP 30002-30004 Storage Center NICE Interaction Center Table 3-15: TCP/UDP Port Ued by NICE Interaction Center Port in 9.0 Ued By Comment TCP 62050,62051 Call Server 62059 SNMP 62060 Dipatch Ued by the SNMP logic 62061 Scheduler Ued by the SNMP logic 62069 RCM Databae Server Table 3-16: TCP/UDP Port Ued by the Databae Server Port in 9.0 Ued By Comment TCP 1433 SQL Server Third Party Technical Guideline (C6) - 72 -
3: Microoft Server Operating Sytem Microoft Window Server 2003 Appliance Edition Microoft Window Server 2003 Appliance Edition Product Microoft Window Server 2003 Appliance Edition Releae Synopi Commencing April 2005, the operating ytem configuration for NiceLog and Interaction Capture Unit product line i changing from Microoft Window Server 2003 Standard Edition to Microoft Window Server 2003 Appliance Edition. Microoft Window Server 2003 Appliance Edition i a joint venture of Nice Sytem and Microoft a part of our OEM memberhip. Thi now provide an optimized operating ytem for NiceLog logger and the Interaction Capture Unit baed upon Microoft Window Server 2003 technology and i epecially deigned to addre the different performance need of our capturing platform. Additionally Microoft Window Server 2003 Appliance Edition make redundant the different ervice and operating ytem reource which are not being ued by the recording platform. Thi will provide better performance on the one hand and enhanced ecurity on the other hand, by diabling different component which are not being ued and may be a potential for ecurity breach. Microoft Window Server 2003 Appliance Edition FAQ Q: For which NICE erver i Microoft Window Server 2003 Appliance Edition uitable? A: Microoft Window Server 2003 Appliance Edition i uitable for NiceLog Logger and the Interaction Capture Unit (a part of NICE Perform). Q: Why i Microoft Window Server 2003 Appliance Edition i uitable only for NiceLog Logger and Interaction capture unit? A: The reaon i related to the fact that all other ytem component are a S/W only olution and the operating ytem i provided by the cutomer. Q: I there a pecial price for NiceLog Logger with Microoft Window Server 2003 Appliance Edition. A: No. A from the official announcement every NiceLog Logger and Interaction Capture Unit will be hipped with Microoft Window Server 2003 Appliance Edition a default. Q: Doe the fact that I'm uing Microoft Window Server 2003 Appliance Edition on the NiceLog Logger affect in any way Microoft ecurity patche and ervice pack related iue. A: No. Microoft Window Server 2003 Appliance Edition ha no affect on any MS ecurity patche and ervice pack related iue. The lit of certified MS ecurity patche and ervice pack i available on the ExtraNICE and being updated contantly. Q: Where can I buy a copy of Microoft Window Server 2003 Appliance Edition? Third Party Technical Guideline (C6) - 73 -
3: Microoft Server Operating Sytem Overview A: Microoft Window Server 2003 Appliance Edition i not available for a public ue. Only Nice Sytem i authorized to provide a copy and licening of thi Microoft Window edition. Q: Doe Microoft Window Server 2003 Appliance Edition affect in any way Nice Sytem language upport? A: Microoft Window Server 2003 Appliance Edition i tranparent from an end uer tandpoint. Q: I the Microoft Window Server 2003 Appliance Edition uitable for the 8.9 ISA baed NiceLog Logger or jut to the PCI? A: Microoft Window Server 2003 Appliance Edition i applicable for both ISA and PCI baed NiceLog Logger. Overview From April 2005, an Image CD (Ghot) will be hipped with each NICE High Denity Logger, NICE Interaction Capture Unit or Nicelog verion 8.9 ISA, intead of Microoft Window Server 2003 intallation CD. Thi Image CD (Ghot) can alo be ued to recover the logger in a cae of a crii on ite Important! Thi Image CD (Ghot) i for ue only with ytem ent from April 2005. The intallation will only function properly with CPU hipped after April 2005, otherwie you may be prompted to replace your CPU. See below to verify if your CPU verion i approved, if not it will be neceary replace your CPU. Figure 3-27: NICE CPU Verification Tool Each hipment include the following item: 1 x 1.44 MB Bootable dikette: Label: Window Server 2003 Appliance Recovery Network Intallation Dikette. 2 x Image CD (Ghot): Label: Image CD for PCI Logger / ICU / ISA Logger 8.9 W2K3 Appliance (CD # 1 of 2). Label: Image CD for PCI Logger / ICU / ISA Logger 8.9 W2K3 Appliance (CD # 2 of 2). 1 x Window intallation file CD. Label: MS Intallation file for W2K3 Appliance edition (I386). NOTE: Thi CD contain Window intallation file for further intallation. Third Party Technical Guideline (C6) - 74 -
3: Microoft Server Operating Sytem Recovering the Logger Recovering the Logger There are everal option to recover the Logger: Replacing the Failed HDD with a Preloaded HDD below (Mot recommended option). Intalling the Image CD (Ghot) from a Logger DVD Device on the next page. Intalling the Image CD (Ghot) from a Worktation on page 80. Replacing the Failed HDD with a Preloaded HDD To Replace the Failed HDD with a Preloaded HDD NICE Sytem Ltd. recommend ordering a preloaded HDD for fat replacement at the ite. Each preloaded HDD i compatible to a pecific platform Platform NICE High Denity Logger v9.0 NICE Interaction Capture Unit NiceLog Logger ISA 8.9 Preloaded HDD 36GB or 72GB SCSI HDD 250GB IDE HDD 36GB or 72GB SCSI HDD Contact upport@nice.com to order thi preloaded HDD. Intallation Note The preloaded HDD contain the Window application only. After the intallation, you will need to intall the Logger S/W from the CD you received with your ytem. Where there are two or more HDD intalled, the mater HDD i HDD1 Table 3-17: NiceLog Storage Device Configuration Configuration Up to three hard drive and up to two archiving device Decription Hard drive aembly: from ID.0 to ID.2. 1t HDD ID 0 2nd HDD (optional): ID 1 3rd HDD (optional): ID 2 Archiving device aembly: 1t Device (optional): ID 6 (SCSI)/Mater (IDE) 2nd Device (optional): ID 5 (SCSI)/Mater (IDE) Third Party Technical Guideline (C6) - 75 -
3: Microoft Server Operating Sytem Intalling the Image CD (Ghot) from a Logger DVD Device After replacing the HDD, Found New Hardware meage boxe will appear, click Cancel on all meage boxe. Continue intalling the NICE S/W according to Intalling the NiceLog High Denity Logger Software intallation manual for verion 8.9 and 9.0 on the ExtraNICE. After the NICE S/W Intallation i completed, all Found New Hardware meage boxe will diappear. For RAID device ee NICE High Denity Logger Hardware Guide (PCI Logger) and Nice Technical Reference Guide-Short Term Storage Device (ISA Logger). Replace the faulty HDD with a regular HDD (not preloaded HDD) and rebuild your HDD from the RAID device. Intalling the Image CD (Ghot) from a Logger DVD Device NOTE: Where there i a faulty HDD, replace thi HDD before intalling the Image CD (Ghot). To Intall the Image CD (Ghot) Intallation from a DVD Device: 1. Configure the BIOS Boot Sequence to tartup from the DVD device. (From the BIOS: BIOS FEATURES SETUP > BOOT SEQUENCE). 2. Inert the 1t CD intallation Image CD (Ghot) [Label Image CD for PCI Logger / ICU / ISA Logger 8.9 W2K3 Appliance (CD # 1 of 2)] into the DVD device. 3. Reboot the ytem. 4. From the Microoft Window 98 Startup Menu elect 1 (NICE Product Image ) and pre Enter. Figure 3-28: Microoft Window 98 Startup Menu Third Party Technical Guideline (C6) - 76 -
3: Microoft Server Operating Sytem Intalling the Image CD (Ghot) from a Logger DVD Device Important! Ue only menu option that are pecifically mentioned! (The other option are for NICE Engineer only.) 5. From the next creen, elect machine type (NiceLog PCI / ICU / NiceLog ISA 8.9) and pre Enter. Figure 3-29: Microoft Window 98 Startup Menu 6. The Image CD (Ghot) will tart running automatically. 7. Wait for prompt and then replace the econd CD [Label Image CD for PCI Logger / ICU / ISA Logger 8.9 W2K3 Appliance (CD # 2 of 2)]. 8. Select OK with the arrow button and pre Enter. To Retore BIOS Factory Setting: 1. Inert the 1t CD intallation Image CD (Ghot) [Label Image CD for PCI Logger / ICU / ISA Logger 8.9 W2K3 Appliance (CD # 1 of 2)] to the DVD device. 2. From the Microoft Window 98 Startup Menu elect 2 (NICE CPU BIOS Setting ) and pre Enter. Third Party Technical Guideline (C6) - 77 -
3: Microoft Server Operating Sytem Intalling the Image CD (Ghot) from a Logger DVD Device Figure 3-30: Microoft Window 98 Startup Menu 3. From the next creen, elect machine CPU type (NiceLog PCI /ICU /ISA 8.9) and pre Enter. Thi will retore the BIOS factory etting. Figure 3-31: Microoft Window 98 Startup Menu NICE S/W Intallation Configure the IP addre and the computer name according to your network identification. You mut create the E partition on the HDD accordingly. To create a partition: 1. Right-click My Computer, elect Manage. 2. Select Computer management (Local) > Storage > Dik Management. 3. Right-click the third partition and elect New Partition from the drop down context menu. Third Party Technical Guideline (C6) - 78 -
3: Microoft Server Operating Sytem Intalling the Image CD (Ghot) from a Logger DVD Device Figure 3-32: Dik Management 4. From the New Partition Wizard, elect Next (keeping the default etting) until you open the Format Partition window. Third Party Technical Guideline (C6) - 79 -
3: Microoft Server Operating Sytem Intalling the Image CD (Ghot) from a Worktation Figure 3-33: New Partition Wizard 5. Enure that Do not format thi partiton checkbox i marked and complete the Wizard. 6. Continue intalling NICE S/W, ee Intalling the NiceLog High Denity Logger Software intallation manual for verion 8.9 and 9.0 on the ExtraNICE. 7. After the NICE S/W intallation i completed, all Found New Hardware meage boxe will diappear. Intalling the Image CD (Ghot) from a Worktation NOTE: Where there i a faulty HDD, replace thi HDD before intalling the Image CD (Ghot). To Check for Worktation NetBIOS configuration: 1. Click Start > Setting > Network and Dial-up Connection. 2. Right-click the Local Area Connection icon, and click Propertie. Third Party Technical Guideline (C6) - 80 -
3: Microoft Server Operating Sytem Intalling the Image CD (Ghot) from a Worktation Figure 3-34: Check for Worktation NetBIOS Configuration 3. From the Local Area Connection Propertie window, elect Internet Protocol (TCP/IP) and then click Propertie. Figure 3-35: Local Area Connection Propertie Window The Internet Protocol (TCP/IP) Propertie window open. 4. Click Advanced to reach the Advanced TCP/IP Setting window. Third Party Technical Guideline (C6) - 81 -
3: Microoft Server Operating Sytem Intalling the Image CD (Ghot) from a Worktation Figure 3-36: Internet Protocol (TCP/IP) Propertie Window 5. From the Advanced TCP/IP Setting window, elect the WINS tab, and then elect Enable NetBIOS over TCP/IP. Figure 3-37: Advanced TCP/IP Setting - WINS Tab 6. Cloe all open dialog. To Share Worktation CD-ROM: 1. Open My Computer and right-click CD-ROM. 2. Navigate to My Computer > CD-ROM > Sharing. The Compact Dic Propertie window open. Third Party Technical Guideline (C6) - 82 -
3: Microoft Server Operating Sytem Intalling the Image CD (Ghot) from a Worktation Figure 3-38: Sharing... 3. Click the Sharing tab, and elect Share thi folder. 4. In the Share name text box, type in CDROM with no pace but with CAPITAL LETTERS. 5. Click Permiion to acce the Permiion for CDROM window. Third Party Technical Guideline (C6) - 83 -
3: Microoft Server Operating Sytem Intalling the Image CD (Ghot) from a Worktation Figure 3-39: Compact Dic (D:) Propertie - Sharing Tab 6. From the Permiion for CDROM window, enure that the Everyone group i defined with a Read permiion. Third Party Technical Guideline (C6) - 84 -
3: Microoft Server Operating Sytem Intalling the Image CD (Ghot) from a Worktation Figure 3-40: Share Permiion Window 7. Cloe all open dialog. 8. Inert the 1t Image CD (Ghot) [Label: Image CD for PCI Logger / ICU / ISA Logger 8.9 W2K3 Appliance (CD #1 of 2)] in the Worktation CD-ROM. To Set Worktation, Domain / Workgroup, Uer Name and Paword: 1. Note down the following Worktation information: Full computer name (Up to 15 character) (1) (For example NICE-Sytem) Domain / Workgroup name (Up to 15 character) (2) (For example GROUPNAME) Write Worktation local Uername and Paword information: Worktation local Login Uername (3) Worktation local Login Paword (4) NOTE: For Computer Name and Workgroup / Domain name: Right-click My computer > Propertie > Network Identification tab to ee the Sytem Propertie window. Third Party Technical Guideline (C6) - 85 -
3: Microoft Server Operating Sytem Intalling the Image CD (Ghot) from a Worktation Figure 3-41: Sytem Propertie - Network Identification Tab To Intall the Image CD (Ghot): 1. In the Logger, configure to tartup from the floppy drive. (From the BIOS: BIOS FEATURES SETUP > BOOT SEQUENCE) 2. Inert the Dikette [Label Window Server 2003 Appliance Recovery Network Intallation Dikette] to the Floppy drive. Important! Verify that the write protect tab on the dikette i cloed. (Enable rewrite on dikette) 3. Reboot the Logger. To Upload the Image from the Worktation CD-ROM: Important! Ue only menu option that are pecifically mentioned! (The other option are for NICE CS Engineer only.) 1. From the MS DOS 6.22 Startup Menu, elect 1 (NICE Product Image ) and pre Enter. The window open. Third Party Technical Guideline (C6) - 86 -
3: Microoft Server Operating Sytem Intalling the Image CD (Ghot) from a Worktation Figure 3-42: MS-DOS 6.22 Startup Menu 2. From the MS-DOS 6.22 Startup Menu now elect machine type (1 NiceLog PCI / 2 - ICU / 3 NiceLog ISA 8.9) and pre Enter. Figure 3-43: MS-DOS 6.22 Startup Menu 3. Wait a few econd for the Download Ghot Image from Worktation CD Drive via Network window and then fill in the detail,ee To Set Worktation, Domain / Workgroup, Uer Name and Paword: on page 85. Enter worktation name Enter workgroup/domain Enter work tation uer name 4. Wait a few econd and then type your uer name. 5. Type your paword. 6. When prompted to create a paword, type N and pre Enter. The Image CD (Ghot) will tart running automatically. 7. Wait for the prompt and then replace the econd CD [Label Image CD for PCI Logger / ICU / ISA Logger 8.9 W2K3 Appliance (CD # 2 of 2)]. 8. Select OK and pre Enter. 9. At the end of the intallation a Network Intallation Done notification appear. Third Party Technical Guideline (C6) - 87 -
3: Microoft Server Operating Sytem Intalling the Image CD (Ghot) from a Worktation 10. Pre Enter to confirm. To Retore BIOS Factory Setting: 1. Reboot the ytem (ALT+CTRL+DEL). 2. From the MS-DOS 6.22 Startup Menu elect 2 (NICE CPU BIOS Setting ) and pre Enter. Figure 3-44: MS-DOS 6.22 Startup Menu 3. From the next creen, elect your machine CPU type (NiceLog PCI / ICU / NiceLog ISA 8.9 BIOS Setting) and pre Enter to retore the BIOS factory etting. Figure 3-45: MS-DOS 6.22 Startup Menu 4. Wait a few econd, the ytem will reboot automatically. Important! Remove the dikette from the floppy drive while rebooting. Third Party Technical Guideline (C6) - 88 -
3: Microoft Server Operating Sytem Intalling the Image CD (Ghot) from a Worktation 5. For Software Intallation, ee NICE S/W Intallation on page 78. 6. Continue intalling NICE S/W, ee Intalling the NiceLog High Denity Logger Software intallation manual for verion 8.9 and 9.0 on ExtraNICE. Third Party Technical Guideline (C6) - 89 -
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4 4: Microoft Client Operating Sytem Thi ection provide information regarding Microoft Client Operating Sytem. Thi include ecure olution, update, and guideline. Content General 92 Window XP 93 Window 7 32-bit/64-bit 106 Window 8 and Window 8.1 32-bit/64-bit 114 Third Party Technical Guideline (C6) - 91 -
4: Microoft Client Operating Sytem General General Localization NICE doe not upport machine name and/or domain name with non-ascii character (IRI) on Client worktation. Third Party Technical Guideline (C6) - 92 -
4: Microoft Client Operating Sytem Window XP Window XP NICE Product Support for Window XP Service Pack 3 Product NICE Product Support for Microoft Window XP Service Pack 3 Releae Synopi NICE Engage Platform 6.3, NICE Interaction Management 4.1, NICE Perform Releae 3 SP4, NICE Perform Releae 3.1, Releae 3.2, Releae 3.5, and Verion 8.9, NiceCall Focu III Thi ection decribe NICE product upport for Microoft Window XP Service Pack 3 Overview Thi ection provide information regarding NICE product upport for Microoft Window XP, Service Pack 3. Microoft Window XP, Service Pack 3 wa certified on Verion 8.9, NiceCall Focu III, Nice Perform Releae 3 SP4 NICE Perform Releae 3.1, NICE Interaction Management 4.1 and on NICE Engage Platform 6.3, for all client ide application a follow: Server Side Support NiceCall Focu III Client Side Support NICE SetSecurity Application NICE Reporter Viewer NICE ScreenAgent NICE ScreenSene Agent NICE Player Record on Demand (ROD) Survey Manager Remote Tape Server (RTS) Media Library VoIP Recording Agent (VRA) Third Party Technical Guideline (C6) - 93 -
4: Microoft Client Operating Sytem Security-Tuning Guideline for NICE Software Component Running Window XP Service Pack 2 Security-Tuning Guideline for NICE Software Component Running Window XP Service Pack 2 Product Security-Tuning Guideline for NICE Software Component Running Microoft Window XP Service Pack 2 Releae Synopi Overview Thi ection provide guideline for NICE component running on client worktation which run on Microoft Window XP. Microoft recently releaed Service Pack 2 for Window XP. In addition to including all previou hot fixe, Service Pack 2 provide the following enhanced ecurity feature: A built-in firewall Enhanced ecurity for Internet Explorer Check for a valid ignature of program during intallation By default, a firewall cloe all port to incoming network packet. Unlike other firewall which enable you to open a port permanently (known a - tatically opened port), the firewall intalled with Service Pack 2 enable you to define pecific application for which the firewall will open the neceary litening port. Thee litening port will remain open only when, and a long a, thee application are running (known a - dynamically opened port). You do thi by adding the application you want to the firewall Exception Lit. Sometime when an application run for the firt time, a warning meage appear aking if you want to unblock the application. Unblocking an application will automatically add it name to the firewall Exception Lit. Other time, you will have to add the application manually to the firewall Exception Lit. The purpoe of thi ection i to provide a ummary of the teted NICE oftware component in thi environment, and decribe the needed ecurity-tuning for obtaining full-functionality of the ytem. Security-tuning i performed in the firewall and in Internet Explorer. NOTE: After you complete ecurity-tuning NICE component, we recommend that you monitor all recording component at the ite to enure that they are running properly. Third Party Technical Guideline (C6) - 94 -
4: Microoft Client Operating Sytem Preintallation Requirement Preintallation Requirement If NICE Web application Verion 8.8 are intalled at your ite, before intalling Microoft Window XP Service Pack 2, you mut intall NICE Web Application Support Package for Microoft Window XP SP2 Client on the Web Server. NOTE: For 8.9 ytem (NiceCLS and Client/Server Application Verion 8.9), NICE Web Application Support Package for Window XP SP2 Client hould be intalled on top of Service Pack 4, and 8.9 Web Application Feature Pack. The NICE Web Application Support Package for Window XP SP2 Client can be found on www.extranice.com. To intall the NICE Web Application Support Package for Microoft Window XP SP2 Client: On the Web Server, navigate to the location <Intallation Path >\Univere, and replace the QueryCriteria.ap file with the QueryCriteria.ap file dated 29 Augut 2004. Security-Tuning Lit Table 4-1: Security-Tuning Lit NICE Component Security-Tuning Firewall Unblock Manually Add to Firewall Exception Tab Internet Explorer Comment NICE ScreenAgen t Verion 8.8 NICE ScreenAgen t See Firewall Unblock Example on page 98. - Third Party Technical Guideline (C6) - 95 -
4: Microoft Client Operating Sytem Security-Tuning Lit Table 4-1: Security-Tuning Lit (continued) NICE Component Security-Tuning Firewall Unblock Manually Add to Firewall Exception Tab Internet Explorer Comment NICE Perform ScreenAgen t NICE ScreenAgen t See Firewall Unblock Example on page 98. - NICE ScreenSen e Verion 8.8 - - NICE Client/Serve r Application Verion 8.8 NICE Superviion Media Library Printer Server NICE RTS See Firewall Unblock Example on page 98. NICE Adminitrator See Adding NICE Adminitrator to the Exception Lit on page 101. Third Party Technical Guideline (C6) - 96 -
4: Microoft Client Operating Sytem Security-Tuning Lit Table 4-1: Security-Tuning Lit (continued) NICE Component Security-Tuning Firewall Unblock Manually Add to Firewall Exception Tab Internet Explorer Comment NICE Client/Serve r Application Verion 8.9 NICE Superviion Media Library Printer Server NICE RTS See Firewall Unblock Example on the next page. NICE Adminitrator See Adding NICE Adminitrator to the Exception Lit on page 101. NICE SNMP Manager Verion 8.9 - Add from the following location: C:\WINDOWS\ytem32\nmptrap.e xe See Adding nmptrap.exe to the Exception Lit on page 103. Third Party Technical Guideline (C6) - 97 -
4: Microoft Client Operating Sytem Security-Tuning Your Sytem Table 4-1: Security-Tuning Lit (continued) NICE Component Security-Tuning Firewall Unblock Manually Add to Firewall Exception Tab Internet Explorer Comment NICE Web Application Verion 8.8 Intall Crytal Smart Viewer for ActiveX. See Note (1). NICE Perform Web Application See Crytal Smart Viewer for ActiveX Guidelin e on the facing page. You mut intall the NICE Web Application Support Package for Microoft Window XP SP2 Client on the Web Server. Security-Tuning Your Sytem Firewall Unblock Example NOTE: Although thi ection provide one firewall unblock example only (ScreenAgent), a imilar Window Security Alert meage appear when NICE Superviion, Media Library, Printer Server, and NICE RTS run for the firt time. When certain application run for the firt time, a warning meage appear aking if you want to unblock the application. Clicking Unblock will add the application to the Firewall Exception Lit, enabling you to run the application. See Figure 4-1. Third Party Technical Guideline (C6) - 98 -
4: Microoft Client Operating Sytem Security-Tuning Your Sytem Figure 4-1: Window Security Alert Crytal Smart Viewer for ActiveX Guideline When you elect the Report tab, an Internet Explorer Security Warning meage appear, aking if you want to intall the Crytal Smart Viewer for ActiveX. Click Intall. See Figure 4-2. Figure 4-2: Internet Explorer - Security Warning Third Party Technical Guideline (C6) - 99 -
4: Microoft Client Operating Sytem Manually Adding Program to the Firewall Exception Lit Manually Adding Program to the Firewall Exception Lit Opening the Firewall To open the firewall: 1. From the Start menu, elect Setting > Control Panel > Window Firewall. The Window Firewall window appear. Figure 4-3: Window Firewall - General Tab 2. Enure that On (recommended) i elected. Third Party Technical Guideline (C6) - 100 -
4: Microoft Client Operating Sytem Adding NICE Adminitrator to the Exception Lit Adding NICE Adminitrator to the Exception Lit When you add NICE Adminitrator to the Exception Lit, you do not need to click Browe and locate it executable in it intallation folder. By default NICE Adminitrator appear in the Program lit in the Add a Program window. To add NICE Adminitrator to the Exception lit: 1. In the Window Firewall window, click the Exception tab. The Exception tab appear a hown below. File and Printer Sharing and Remote Aitance appear elected. Figure 4-4: Window Firewall - Excedption Tab NOTE: Enure that Diplay a notification when Window Firewall block a program i elected. 2. Click Add Program. Third Party Technical Guideline (C6) - 101 -
4: Microoft Client Operating Sytem Adding NICE Adminitrator to the Exception Lit The Add a Program window appear. 3. In the Add a Program window, elect NICE Adminitrator. Figure 4-5: Add a Program 4. Click OK. NICE Adminitrator now appear in the Exception tab. Third Party Technical Guideline (C6) - 102 -
4: Microoft Client Operating Sytem Adding nmptrap.exe to the Exception Lit Figure 4-6: Window Firewall - Exception Tab 5. In the Exception tab, click OK. Adding nmptrap.exe to the Exception Lit nmptrap.exe doe not appear in the Program lit in the Add a Program window. To add nmptrap.exe, you mut click Browe, then locate nmptrap.exe in the C:\WINDOWS\ytem32 directory. To add nmptrap.exe to the Exception lit: 1. In the Window Firewall window, in the Exception tab, click Add Program. The Add a Program window appear. 2. Click Browe, go to C:\WINDOWS\ytem32 and elect nmptrap.exe. Third Party Technical Guideline (C6) - 103 -
4: Microoft Client Operating Sytem Adding nmptrap.exe to the Exception Lit Figure 4-7: Browe Window 3. Click Open. nmptramp.exe i now added to the Exception lit. Third Party Technical Guideline (C6) - 104 -
4: Microoft Client Operating Sytem Adding nmptrap.exe to the Exception Lit Figure 4-8: Window Firewall - Exception Tab 4. Click OK. Third Party Technical Guideline (C6) - 105 -
4: Microoft Client Operating Sytem Window 7 32-bit/64-bit Window 7 32-bit/64-bit Client Application Compatibility NICE Sytem upport the following edition of Microoft Window 7 in both 32-bit and 64-bit configuration: Microoft Window 7 Profeional Edition Microoft Window 7 Enterprie Edition Microoft Window 7 Ultimate Edition The following table how the compatibility of NICE Perform/NICE Interaction Management Releae 4.1/NICE Engage Platform client application with Microoft Window 7 for Releae 3.1, 3.2, and 3.5: Important! NICE Application and the Set Security feature upport only the 32-bit verion of Internet Explorer. (*) Thee component mut be intalled with the UAC turned OFF. Table 4-2: Compatibility With Microoft Window 7 32-bit and 64-bit by Releae Applicatio n NICE Perform 3.1 NICE Perform 3.2 NICE Perform 3.5 NIM 4.1 /NICE Engage Platform 6.3 Window 7 32-bit Window 7 64-bit Window 7 32-bit Window 7 64-bit Window 7 32-bit Window 7 64-bit Window 7 32-bit Window 7 64-bit Screen Agent Supporte d a of UP 3.1.18 (*) Supporte d a of UP 3.1.18(*) Supporte d a of UP 3.2.9 (*) Supporte d a of UP 3.2.9 (*) Approve d Approve d Approve d Approve d ROD Client Approve d (*) Not Supporte d Approve d Approve d Approve d Approve d Approve d Approve d Third Party Technical Guideline (C6) - 106 -
4: Microoft Client Operating Sytem Client Application Compatibility Table 4-2: Compatibility With Microoft Window 7 32-bit and 64-bit by Releae (continued) Applicatio n NICE Perform 3.1 NICE Perform 3.2 NICE Perform 3.5 NIM 4.1 /NICE Engage Platform 6.3 Window 7 32-bit Window 7 64-bit Window 7 32-bit Window 7 64-bit Window 7 32-bit Window 7 64-bit Window 7 32-bit Window 7 64-bit Standalone NICE Player and NICE Player Codec Pack Approve d (*) Approve d (*) Approve d Approve d Approve d Approve d Approve d Approve d Reporter Viewer Approve d (*) Not Supporte d Approve d Approve d Approve d Approve d Approve d Approve d NICE Application (including Set Security) Approve d (*) Approve d (*) Approve d Approve d Approve d Approve d Approve d Approve d Survey Manager Approve d Approve d Approve d Approve d Approve d Approve d Approve d Approve d VRA Not Supporte d Not Supporte d Not Supporte d Not Supporte d Not Supporte d Not Supporte d Approve d Approve d Media Library Approve d Approve d Approve d Approve d Approve d Approve d Approve d Approve d BSF Tool kit Approve d Not Supporte d Approve d Not Supporte d Approve d Approve d Approve d Approve d Third Party Technical Guideline (C6) - 107 -
4: Microoft Client Operating Sytem Uing Silent Intallation to Intall Client Application Table 4-2: Compatibility With Microoft Window 7 32-bit and 64-bit by Releae (continued) Applicatio n NICE Perform 3.1 NICE Perform 3.2 NICE Perform 3.5 NIM 4.1 /NICE Engage Platform 6.3 Window 7 32-bit Window 7 64-bit Window 7 32-bit Window 7 64-bit Window 7 32-bit Window 7 64-bit Window 7 32-bit Window 7 64-bit NICE Sentinel Remote Client Approve d (*) Approve d (*) Approve d Approve d Approve d Approve d Approve d Approve d ScreenSen e Agent Not Supporte d Not Supporte d Supporte d a of UP 3.2.11 (*) Supporte d a of UP 3.2.11 (*) N/A N/A N/A N/A Dektop Analytic (uing PO Client) N/A N/A N/A N/A Approve d NICE Approval Approve d NICE Approval RTS Approve d Approve d Approve d Approve d Approve d Approve d Approve d Approve d Uing Silent Intallation to Intall Client Application NOTE: The command lited below are applicable to both Microoft Window 7 32-bit and 64-bit operating ytem. Ue the following command to intall NICE Perform/NICE Interaction Management/NICE Engage Platform client-ide application uing the ilent intallation on worktation running Microoft Window 7 (uually from a central deployment erver, uch a SMS/SCCM 2007, etc.): Set Security Application on the facing page. ScreenSene Agent on the facing page. NICE Player and NICE Player Codec Pack on the facing page. Reporter Viewer on the facing page. NICE ScreenAgent on page 110. Record on Demand on page 111. Third Party Technical Guideline (C6) - 108 -
4: Microoft Client Operating Sytem Set Security Application PO Client on page 111 NICE Inight to Impact Bridge on page 111 Nice BSF Toolkit on page 111 Set Security Application Enter in the Command line: SetSecurityApp.exe Server <nnnn> in which nnnn i the Hot Name, or the IP Addre, or the FQDN of the NICE Perform/NICE Interaction Management Application erver. ScreenSene Agent Enter in the Command line: AgentSilentIntallation.bat NOTE: Before running thi command, you mut define the name of the NICE Application Server in the AgentSilentIntallation.bat file. NICE Player and NICE Player Codec Pack Enter in the Command line: miexec /i "Nice Player.mi" /qn miexec /i "Nice Player Codec Pack.mi" /qn Reporter Viewer For NICE Perform Releae 3.x Enter in the Command line: miexec /i "ReporterViewer.mi" /qn For NICE Interaction Management Releae 4.1/Nice Engage Platform Releae 6.3 Enter in the command line: ReporterViewer.exe /S /D=<ReporterViewer intallation folder> or miexec /i "ReporterViewer.mi" /qn For NICE Interaction Management only, after intallation of the ReporterViewer.mi, intall the SAP Buine Object BI platform which i located in the following folder: C:\Program File (x86)\nice Sytem\Reporter Viewer\32bitCA\32bit In a ilent intallation BI platform, enter the command line: Third Party Technical Guideline (C6) - 109 -
4: Microoft Client Operating Sytem NICE ScreenAgent etup.exe r repone.ini /q NICE ScreenAgent For NICE Perform Releae 3.x Enter in the Command line: Setup.exe NOTE: Before running thi command, you mut configure the agent.cfg configuration file and place it with the etup.exe. file. For NICE Interaction Management 4.1/NICE Engage Platform 6.3 To intall NICE ScreenAgent uing a ilent intallation: 1. Copy the NICE ScreenAgent intallation folder to a temporary location on the erver on which you want to run the ilent intallation. 2. Extract the.mi file by running the following command in the Run window: <Path\Setup.exe file> /t:<path\target folder> /c Here <Path\Setup.exe file> i the path to the Setup file in the NICE ScreenAgent intallation folder and <Path\target folder> i the path to the folder to which you want to extract the.mi file. IMPORTANT You mut leave a pace (not an undercore) after <path to Setup.exe file> and after <target folder>. Thi command extract two.mi file to the target folder: creenagentxp.mi - (32-bit intallation) creenagentxp64.mi - (64-bit intallation) 3. To intall the NICE ScreenAgent oftware, run one of the following procedure (for detail about configuring the parameter ee Configuring NICE ScreenAgent Intallation Parameter, in the ScreenAgent Intallation and Configuration Guide): -or- If you are running the ilent intallation locally on each client machine, in the Run window, run the following command: miexec.exe /i <full path to.mi file> /q SYSADMIN = <Application Server Hot Name> Important! You mut leave a pace (not an undercore) after miexec, after /i, after <full path to.mi file>, and after q. Third Party Technical Guideline (C6) - 110 -
4: Microoft Client Operating Sytem Record on Demand If you are deploying NICE ScreenAgent uing a publihing application, configure the publihing application to run the relevant.mi file. NOTE: You can ue any publihing application that upport.mi file. After completing the intallation, you configure the NICE ScreenAgent in the Sytem Adminitrator. Record on Demand Enter in the Command line: miexec /i "RODSetup.mi" /qn SERVERURL=<nnnn> LAUNCH="No" ALLUSERS=1 in which nnnn i the Hot Name PO Client Enter in the command line: miexec /i "Full path to the NICE Real-Time Client.mi" /qn STANDALONE="1" EGDEFAULTP="full path for project.xml" NICE Inight to Impact Bridge Enter in the command line: miexec /i "full path to the NICE Inight to Impact Bridge.mi file" /qn EGHOST=" Application Server HotName " Nice BSF Toolkit For NICE Interaction Management/NICE Engage Platform, in the Command line, enter the following: miexec /i "NICE BSF Toolkit.mi" /qn Manually Intalling Client Application NOTE: The procedure lited below are applicable to all NICE Perform Releae 3.x/NICE Interaction Management 4.1/NICE Engage Platform 6.3 client-ide component on worktation running Microoft Window 7 32-bit or 64-bit operating ytem. Keep in mind that: In NICE Perform Releae 3.x, UAC mut be turned off before intalling clientide application marked by an aterik (*) in Window 7 32-bit/64-bit on page 106. After intallation i finihed the UAC hould be turned on. In NICE Interaction Management Releae 4.1/NICE Engage Platform 6.3, UAC can be turned on during the intallation of the client-ide application. Third Party Technical Guideline (C6) - 111 -
4: Microoft Client Operating Sytem Manually Intalling Client Application To intall client-ide application on worktation with Microoft Window 7: 1. Locate the application intallation directory. The default path for NICE Player, NICE Player Codec Pack, Reporter Viewer, and Record on Demand i: \\erver_name\...\program File\NICE Sytem\Application\Client Side Application 2. Copy the required application intallation file() to the local computer. 3. Log in to the worktation uing a Uer with Adminitrative privilege. 4. Refer to Window 7 32-bit/64-bit on page 106 to ee if the component require that the UAC be turned Off. If the UAC can remain on, run the intallation wizard. If the UAC mut be turned off, do one of the following: If you logged in under the Built-in Adminitrator, in the Local Group Policy Editor window, et the Uer Account Control: Admin Approval Mode for the Built-in Adminitrator policy to Diabled. Figure 4-9: Local Group Policy Editor Window If you logged in under another uer with Adminitrative privilege, in the Local Group Policy Editor window, et the Uer Account Control: Run all adminitrator in Admin Approval Mode policy to Diabled. Third Party Technical Guideline (C6) - 112 -
4: Microoft Client Operating Sytem Manually Intalling Client Application Figure 4-10: Local Group Policy Editor Window 5. Run the intallation wizard. Third Party Technical Guideline (C6) - 113 -
4: Microoft Client Operating Sytem Window 8 and Window 8.1 32-bit/64-bit Window 8 and Window 8.1 32-bit/64-bit Client Application Compatibility NICE Interaction Management 4.1.47 and later and NICE Engage Platform 6.3 upport the following edition of Microoft Window 8 and Microoft Window 8.1, in both 32-bit and 64-bit configuration: Microoft Window 8 Profeional Edition Microoft Window 8 Enterprie Edition Microoft Window 8.1 Profeional Edition Microoft Window 8.1 Enterprie Edition The following table how the compatibility of NICE Interaction Management Releae 4.1 47 and later and NICE Engage Platform 6.3 client application with Microoft Window 8/8.1: Table 4-3: Compatibility With Microoft Window 8 and 8.1 32-bit and 64-bit for Releae 4.1.47 and later Application Window 8 32-bit Window 8 64-bit Window 8.1 32-bit Window 8.1 64-bit Screen Agent Approved Approved Approved Approved ROD Approved Approved Approved Approved Standalone NICE Player and NICE Player Codec Pack Approved Approved Approved Approved Reporter Viewer Approved Approved Approved Approved NICE Application (including Set Security) Approved Approved Approved Approved Survey Manager Not Supported Approved Not Supported Not Supported VRA Approved Approved Approved Approved Media Library Approved Approved Approved Approved BSF Tool Kit Approved Approved Approved Approved NICE Sentinel Remote Client Not Supported Approved Not Supported Approved Third Party Technical Guideline (C6) - 114 -
4: Microoft Client Operating Sytem Uing the Silent Intallation to Intall Client Application Table 4-3: Compatibility With Microoft Window 8 and 8.1 32-bit and 64-bit for Releae 4.1.47 and later (continued) Application Window 8 32-bit Window 8 64-bit Window 8.1 32-bit Window 8.1 64-bit Real-Time Deigner NOTE: Approved Approved Approved Approved The Real-Time Deigner cannot be intalled on Window 8/8.1 in VMware view. The Real-Time Deigner require.net Framework 4 to be intalled ide-by-ide with.net Framework 4.5 (the Window 8/8.1 default). Real-Time Client NOTE: Approved Approved Approved Approved The Real-Time Client require.net Framework 4 to be intalled ide-by-ide with.net Framework 4.5 (the Window 8/8.1 default) Uing the Silent Intallation to Intall Client Application Ue the following command to intall NICE Interaction Management and NICE Engage Platform clientide application with the ilent intallation on worktation running Microoft Window 8 and Window 8.1: Set Security Application below NICE Player and NICE Player Codec Pack on the next page NICE Screen Agent on the next page Record on Demand on page 117 Set Security Application Thi decribe how to intall the SetSecurity Application. To intall the SetSecurity Application: At the command-line prompt, type SetSecurityApp.exe Server <nnnn>. Third Party Technical Guideline (C6) - 115 -
4: Microoft Client Operating Sytem Uing the Silent Intallation to Intall Client Application Where nnnn i the Hot Name, IP Addre, or the FQDN of the NICE Interaction Management Application erver. NICE Player and NICE Player Codec Pack Thi topic decribe how to intall the NICE Player and NICE Player Codec Pack. To ue NICE Player and NICE Player Codec Pack: At the command-line prompt, type: miexec /i "Nice Player.mi" /qn miexec /i "Nice Player Codec Pack.mi" /qn NICE Screen Agent Thi ection decribe how tointall NICE ScreenAgent by uing the ilent intallation Ue one of the following method: Run the ilent intallation locally on each client machine on which you want to intall NICE ScreenAgent. Ue a publihing application to deploy NICE ScreenAgent on all the client machine. To intall NICE ScreenAgent uing a ilent intallation: 1. Copy the NICE ScreenAgent intallation folder to a temporary location on the erver where you want to run the ilent intallation. 2. Extract the.mi file by running the following command in the Run window: <Path\Setup.exe file> /t:<path\target folder> /c where <Path\Setup.exe file> i the path to the Setup file in the NICE ScreenAgent intallation folder and <Path\target folder> i the path to the folder with the.mi file to be extracted. Thi command extract two.mi file to the target folder: creenagentxp.mi - (32-bit intallation) creenagentxp64.mi - (64-bit intallation) 3. To intall the NICE ScreenAgent oftware, run one of the following procedure: For local manual intallation, in the Run window on each client machine, type the following command: miexec.exe /i <full path to.mi file> /q SYSADMIN = <Application Server Hot Name> NOTE: You mut leave a pace (not an undercore) after <path to Setup.exe file> and after <target folder>. Third Party Technical Guideline (C6) - 116 -
4: Microoft Client Operating Sytem Manually Intalling NICE Client Application You mut leave a pace (not an undercore) after miexec, after /i, after <full path to.mi file>, and after q. Or For a batch intallation, configure the publihing application to run the relevant.mi file. NOTE: You can ue any publihing application that upport.mi file. After completing the intallation, configure the NICE ScreenAgent in the Sytem Adminitrator. Record on Demand Thi topic decribe how to intall the Record on Demand application. To ue Record on Demand: At the command-line prompt, type the following: miexec /i "RODSetup.mi" /qn SERVERURL=<nnnn> LAUNCH="No" ALLUSERS=1 Where nnnn i the Hot Name. Manually Intalling NICE Client Application NOTE: The procedure lited below are applicable to all NICE Interaction Management 4.1/NICE Engage Platform client-ide component on worktation running Microoft Window 8/8.1 operating ytem. In NICE Interaction Management Releae 4.1/NICE Engage Platform ytem, UAC can be turned on while intalling client-ide application. To manually intall NICE client-ide application on worktation with Microoft Window 8 or Microoft Window 8.1: 1. Log in to the worktation with a valid uer with adminitrative privilege. 2. Locate the application intallation directory. The default path for NICE Player, NICE Player Codec Pack, Reporter Viewer, and Record on Demand i: \\erver_name\...\program File\NICE Sytem\Application\Client Side Application 3. Copy the required application intallation file() to the local computer. 4. Run the intallation wizard. Third Party Technical Guideline (C6) - 117 -
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5 5: Internet Explorer Thi ection decribe compatibility of Internet Explorer with NICE Web Application. Important! NICE Application and the Set Security feature upport only the 32-bit verion of Internet Explorer. Uing XBAP with Internet Explorer When uing XBAP, the Tool menu diappear from the Internet Explorer tool bar. To view the tool menu, you can do one of the following: Open a new tab. The Tool menu will be available in the new tab. Click the Internet Option button in Internet Explorer and ue the Internet Option window. If thi button doe not appear, right-click in the Button bar and add it. The URL addre to any NICE Interaction Management/NICE Engage Platform project you were uing will be different when uing XBAP. Intead of the ASPX link http://<erver name>/niceapplication/dektop/webpage/dektopwebform.apx, the new addre will be http://<erver name>/niceapplication/dektop/xbapapplication/nicedektop.xbap. NICE Engage Platform 6.3 i deigned to work only with XBAP, but not with ASPX. If you previouly created hortcut/favorite,then replace all previouly aved link to the new addre. For more information on etting up XBAP, ee the Worktation Setup Guide Content Internet Explorer 6 121 Internet Explorer 7 123 Internet Explorer 8 137 Internet Explorer 9 149 Internet Explorer 10 152 Third Party Technical Guideline (C6) - 119 -
5: Internet Explorer 5: Internet Explorer Internet Explorer 11 155 Third Party Technical Guideline (C6) - 120 -
5: Internet Explorer Internet Explorer 6 Internet Explorer 6 Compatibility of NICE Web Application with Internet Explorer 6 Product NICE Interaction Management, NICE Perform, NiceUnivere Web Application, NICE Sentinel, NICE Real-Time Solution Releae NICE Interaction Management R4.1 NICE Perform: R3 SP3/SP4, R3.1, R3.2, R3.5 NiceUnivere Web Application 8.9 NICE Sentinel: NICE Sentinel Server: R2.1, R2.5, R4.1 NICE Sentinel Remote Client: 6, 7, and 8. NOTE: For verion 9 and above, Remote Client i not upported. For verion 9 and above, the Remote Client need to be intalled manually. For more information, ee the NICE Sentinel 4.1: Intallation and Configuration Guide. NICE Real-Time Solution 4.9.x Synopi Thi ection decribe the compatibility of Internet Explorer 6 with NICE Web Application when Internet Explorer 6 i intalled on: Window 2000 Profeional Window Server 2003 Standard Edition Window Server 2003 Enterprie Edition Window XP General Decription General tet were performed uing Internet Explorer 6 (IE6) with: NICE Univere Web Application 8.9 NICE Perform Releae 1 Releae IPC 9.09 Releae 2 Releae 3 Releae 3.1 Third Party Technical Guideline (C6) - 121 -
5: Internet Explorer General Decription Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 NICE Sentinel Releae 2.1 Releae 2.5 Releae 4.1 The following table decribe the compatibility between all upported Operating Sytem and NICE Application. Table 5-1: Operating Sytem Operating Sytem Web App 8.9 NP R1 NP R2 IPC 9.09 NP R3 NP R3.1 NP R3.2 NP R3.5 NIM 4.1 Window Server 2003 R2 Standard/ Enterprie P P P P P P P P P Window XP P P P P P P P P P Window 2000 Profeional P P P P P P Third Party Technical Guideline (C6) - 122 -
5: Internet Explorer Internet Explorer 7 Internet Explorer 7 Compatibility of NICE Web Application with Internet Explorer 7 Product NICE Perform, NiceUnivere Web Application, NICE Sentinel, NICE Real-Time Solution Releae NICE Interaction Management R4.1 NICE Perform: R3 SP3/SP4, R3.1, R3.2, R3.5 NiceUnivere Web Application 8.9 NICE Sentinel: NICE Sentinel Server: R2.1, R2.5, R4.1 NICE Sentinel Remote Client: 6, 7, and 8. NOTE: For verion 9 and above, Remote Client i not upported. For verion 9 and above, the Remote Client need to be intalled manually. For more information, ee the NICE Sentinel 4.1: Intallation and Configuration Guide. NICE Real-Time Solution 4.9.x Synopi Thi ection decribe the compatibility of Internet Explorer 7 with NICE Web Application when Internet Explorer 7 i intalled on: Window Vita Buine Window Vita Enterprie Window Server 2008 Standard/Enterprie Edition Window Server 2003 Standard Edition Window Server 2003 Enterprie Edition Window XP General Decription General tet were performed uing Internet Explorer 7 (IE7) with: NICE Univere Web Application 8.9 NICE Perform Releae 1 Releae IPC 9.09 Releae 2 Third Party Technical Guideline (C6) - 123 -
5: Internet Explorer Known Iue Releae 3 Releae 3.1 Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 NICE Sentinel Releae 2.1 Releae 2.5 Releae 4.1 The following table decribe the compatibility between all upported Operating Sytem and NICE Application. After intalling Internet Explorer 7, the internet etting mut be changed on all Operating Sytem. See Changing Internet Explorer 7 Setting After Intallation on page 128 Table 5-2: Operating Sytem Operating Sytem Web App 8.9 NP R1 NP R2 IPC 9.09 NP R3 NP R3.1 NP R3.2 NP R3.5 NIM 4.1 NICE Sentinel R2.1/2.5 NICE Sentinel R4.1 Window Vita Buine P P Window Vita Enterprie Window Server 2008 Standard/Enterprie Window Server 2003 R2 Standard/ Enterprie P P P P P P P P P P P P P P P P P P P P Window XP P P P P P P P P P Known Iue The following ection decribe known iue when uing Internet Explorer 7. Third Party Technical Guideline (C6) - 124 -
5: Internet Explorer Known Iue Table 5-3: Known Iue Iu e Decription NICE Perform Web application hould not be ued in Internet Explorer 7 tab or Quick ab mode. They mut be operated in a Single tab uage. Note: In Releae 3.1 and above, you can ue NICE Perform Web application in tab and Quick tab mode, however, you cannot open more than one eion of NICE Perform at the ame time. Releae NI CE Pe rfo rm R 1 NI CE Pe rfo rm R 2 NI CE Pe rfo rm R 3 Re lea e IP C 9.0 9 Un ive re W eb Ap pli Third Party Technical Guideline (C6) - 125 -
5: Internet Explorer Known Iue Table 5-3: Known Iue (continued) Iu e Decription Releae cat ion Ve ri on 8.9 Third Party Technical Guideline (C6) - 126 -
5: Internet Explorer Known Iue Table 5-3: Known Iue (continued) Iu e Decription In the NICE Perform Application, different window appear in minimized mode. The affected window are a follow: For Releae 1: Opening Coaching Package window. Playing Screen Interaction Coaching - Creating, opening and deleting. Creating clip. Clicking Evaluate. For Releae 2 and 3 Coaching window appear normally. After the form i filled, click the Send button, the coaching cloe to minimized mode. Saving interaction. Note: Thi iue occur when only.net 1.1 and.net 1.1 SP1 are intalled on the client worktation. Sending interaction by E-mail. Note: Thi iue occur when only.net 1.1 and.net 1.1 SP1 are intalled on the client worktation. The following graphic how how ome of thee window can be opened. Releae NI CE Pe rfo rm R 1 NI CE Pe rfo rm R 2 NI CE Pe rfo rm R 3 (C ont act Ce nte r) Re lea e IP C 9.0 9 Third Party Technical Guideline (C6) - 127 -
5: Internet Explorer Changing Internet Explorer 7 Setting After Intallation Table 5-3: Known Iue (continued) Iu e Decription Releae A pop-up block appear when you want to view a report. You mut remove it o that you can view the report. Note: Thi iue occur when only.net 1.1 and.net 1.1 SP1 are intalled on the client worktation. Trigger for the ScreenSene Agent, which were defined on an HTML page with Internet Explorer 6, do not work with Internet Explorer 7 and vice vera. NICE Perform R 1 NICE Perform R 2 NICE Perform R 3 Changing Internet Explorer 7 Setting After Intallation When Internet Explorer 7 i intalled, the following iue are created: Internet Explorer 7 reet the cache to 10 MB. It i important to reize the cache ize to 200 MB when working with NICE Perform Application. See Changing the Cache Size on the facing page. Third Party Technical Guideline (C6) - 128 -
5: Internet Explorer Changing the Cache Size The font i Clear Type, which appear blurred, and you may want to return to the Black and White font. See Changing the Font Ued by Internet Explorer 7 on the next page. The application erver i not automatically added to the truted ite lit, and it i important to do o manually. See Internet Explorer 8 on page 137. Changing the Cache Size Perform the following procedure to modify the cache ize. To modify the cache ize: 1. Open Internet Explorer. 2. Click Tool, and elect Internet Option. 3. In the General tab, under Browing Hitory, click Setting. The Temporary Internet File and Hitory Setting window appear. Figure 5-1: Temporary Internet File and Hitory Setting Window Third Party Technical Guideline (C6) - 129 -
5: Internet Explorer Changing the Font Ued by Internet Explorer 7 4. By default, Check for newer verion of tored page i et to Every time I viit the webpage. Set it to Automatically, and et the Dik pace to ue to 200. Click OK to confirm the change. Changing the Font Ued by Internet Explorer 7 The following graphic illutrate the difference between the Clear Type font and the Black and White font: Figure 5-2: Example of Clear Type/Black and White Font If you are not atified with the Clear Type font, perform the following procedure to change it to Black and White. To modify the font: 1. Open Internet Explorer. Third Party Technical Guideline (C6) - 130 -
5: Internet Explorer Changing the Font Ued by Internet Explorer 7 Figure 5-3: Internet Explorer Window 2. Click Tool, elect Internet Option, and click Advanced. The following window appear. Third Party Technical Guideline (C6) - 131 -
5: Internet Explorer Manually Adding NICE Perform Application to the Truted Site Lit Figure 5-4: Internet Option - Advanced Tab 3. Clear Alway ue Clear Type for HTML, and click OK to confirm. 4. Retart Internet Explorer and Microoft Outlook. See the http://blog.mdn.com/ie/archive/2006/02/03/524367.apx link for further information. Manually Adding NICE Perform Application to the Truted Site Lit Perform the following procedure to manually add the application erver to the truted ite lit. NICE Perform Releae 3.1 upport Internet Explorer 7 in both the Quick tab and Single tab mode. To enable login to NICE Perform in an IE7 environment: 1. On the Domain Controller do the following: In the Run window, type gpmc.mc and click OK. The Group Policy Management window appear. Third Party Technical Guideline (C6) - 132 -
5: Internet Explorer Manually Adding NICE Perform Application to the Truted Site Lit Figure 5-5: Group Policy Management Window 2. Right-click the GPO you created when you created the Uer Account Control and click Edit. NOTE: Complete intruction for etting up the Uer Account Control can be found in NICE Perform Releae 3.1: Microoft Window Vita Enterprie SP1 Worktation Configuration Guide, Setting up the Uer Account Control in an Active Directory. 3. Select Computer Configuration > Adminitrator Template > Window Component > Internet Explorer > Internet Control Panel > Security Page. The Group Policy Object Editor window appear. Third Party Technical Guideline (C6) - 133 -
5: Internet Explorer Manually Adding NICE Perform Application to the Truted Site Lit Figure 5-6: Group Policy Object Editor Window 4. Double-click the Site to Zone Aignment Lit policy. The Site to Zone Aignment Lit Propertie window appear. Third Party Technical Guideline (C6) - 134 -
5: Internet Explorer Manually Adding NICE Perform Application to the Truted Site Lit Figure 5-7: Site to Zone Aignment Lit Propertie Window 5. Select Enabled and click Show. The Show Content window appear. Third Party Technical Guideline (C6) - 135 -
5: Internet Explorer Manually Adding NICE Perform Application to the Truted Site Lit Figure 5-8: Show Content Window 6. Click Add. The Add Item window appear. Figure 5-9: Add Item Window 7. In the Enter the name of the item to be added field, enter the name of the Web Application Site. 8. Enter the digit 2 in the Enter the value of the item to be added field and click OK. The Show Content window reappear. 9. Click OK. The Site to Zone Aignment Lit Propertie window reappear. 10. Click OK. The Group Policy Object Editor Window reappear. 11. Cloe the Group Policy Object Editor Window. Third Party Technical Guideline (C6) - 136 -
5: Internet Explorer Internet Explorer 8 Internet Explorer 8 Compatibility of NICE Web Application with Internet Explorer 8 32-bit Product NICE Engage Platform, NICE Interaction Management, NICE Perform, NiceUnivere Web Application, NICE Sentinel, NICE Real-Time Solution Releae NICE Interaction Management R4.1 NICE Engage Platform R6.3 NICE Perform: R3 SP3/SP4, R3.1, R3.2, R3.5 NiceUnivere Web Application 8.9 NICE Sentinel: NICE Sentinel Server: R2.1, R2.5, R4.1 NICE Sentinel Remote Client: 6, 7, and 8. NOTE: For verion 9 and above, Remote Client i not upported. For verion 9 and above, the Remote Client need to be intalled manually. For more information, ee the NICE Sentinel 4.1: Intallation and Configuration Guide. NICE Real-Time Solution 4.9.x Third Party Technical Guideline (C6) - 137 -
5: Internet Explorer General Decription and Concluion Synopi Thi ection decribe the compatibility of Internet Explorer 8 with NICE Web Application when Internet Explorer 8 i intalled on: Window XP SP3 Window Vita Enterprie SP1 Window 7 Profeional SP1 32/64-bit Window 7 Enterprie SP1 32/64-bit Window 7 Ultimate SP1 32/64-bit Window Server 2003 R2 Standard Edition 32bit Window Server 2003 R2 Enterprie Edition 32bit Window Server 2008 Standard Edition 32bit Window Server 2008 Standard Edition 64bit Window Server 2008 Enterprie Edition 32bit Window Server 2008 Enterprie Edition 64bit Window Server 2008 R2 Standard Edition Window Server 2008 R2 Enterprie Edition General Decription and Concluion General tet were performed uing Internet Explorer 8 (IE8) with: NICE Univere Web Application 8.9 NICE Perform Releae 3.1 Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 NICE Engage Platform 6.3 NICE Sentinel Releae 2.1 Releae 2.5 Releae 4.1 Third Party Technical Guideline (C6) - 138 -
5: Internet Explorer NICE Web Application Known Iue with Internet Explorer 8 Concluion The NICE Engage Platform/NICE Interaction Management/NICE Perform Application Suite and NiceUnivere Web Application 8.9 are compatible with all teted operating ytem with the following limitation: You hould only run one NICE Interaction Management/NICE Perform Application Suite or NiceUnivere Web Application per brower. See NICE Web Application Known Iue with Internet Explorer 8 below. NICE Web Application Known Iue with Internet Explorer 8 The following ection decribe NICE Perform Releae 3.5/NICE Interaction Management/NICE Engage Platform known iue when uing Internet Explorer 8, grouped according to application. NICE Web Application Iue 1 The NICE Web application URL mut be added to the Truted Site lit. See Manually Adding NICE Web Application to the Truted Site Lit on the next page. Iue 2 NICE Web application can be ued in Internet Explorer 8 tab or Quick tab mode. However, in thee mode, you can run one tab only with the NICE Interaction Management/NICE Perform Application uite. Iue 3 When the NICE Application Server i identified a an Internet ite, the following meage may appear: See Adding the NICE Web Application URL to the Local Intranet Site Lit on page 147. Iue 4 To correctly diplay the NICE Web Application, the default documentation mode in Internet Explorer 8 hould be Quirk mode. If a different mode i ued, the application creen appear. Third Party Technical Guideline (C6) - 139 -
5: Internet Explorer NICE Perform Application - Releae 3 SP3/SP4 and Releae 3.1 NICE Perform Application - Releae 3 SP3/SP4 and Releae 3.1 Iue 1 The NICE Perform Web application URL mut be added to the Truted Site lit. See Manually Adding NICE Web Application to the Truted Site Lit below. Iue 2 NICE Perform Web application can be ued in Internet Explorer 8 tab or Quick tab mode. However, in thee mode, you can run one tab only with the NICE Perform Application uite. NICE Univere 8.9 Web Application Iue 1 You mut configure IE8 to work with the Protected mode et to off. See Configuring Internet Explorer 8/9 to Diable Protected Mode on page 145. Iue 2 NiceUnivere 8.9 Web Application can be ued in Internet Explorer 8 tab or Quick tab mode. However, in thee mode, you can run one tab only with NiceUnivere 8.9 Web Application uite. NOTE: There i no limitation on the number of open tab per brower when only one tab i running the NICE Perform Application uite or NiceUnivere Web Application. Manually Adding NICE Web Application to the Truted Site Lit Perform the following procedure to manually add the Application erver to the truted ite lit. NICE Perform Releae 3.x and NICE Interaction Management Releae 4.1 upport Internet Explorer 8/9 in both the Quick tab and Single tab mode. To enable login to NICE Web Application in an IE8/9 environment: 1. On the Domain Controller do the following: In the Run window, type gpmc.mc and click OK. The Group Policy Management window appear. Third Party Technical Guideline (C6) - 140 -
5: Internet Explorer Manually Adding NICE Web Application to the Truted Site Lit Figure 5-10: Group Policy Management Window 2. Right-click the GPO you created when you created the Uer Account Control and click Edit. NOTE: Complete intruction for etting up the Uer Account Control can be found in the Microoft Window Vita Enterprie SP1 Worktation Configuration Guide, in the ection: Setting up the Uer Account Control in an Active Directory. 3. Select Computer Configuration > Adminitrator Template > Window Component > Internet Explorer > Internet Control Panel > Security Page. The Group Policy Object Editor window appear. Third Party Technical Guideline (C6) - 141 -
5: Internet Explorer Manually Adding NICE Web Application to the Truted Site Lit Figure 5-11: Group Policy Object Editor Window 4. Double-click the Site to Zone Aignment Lit policy. The Site to Zone Aignment Lit Propertie window appear. Third Party Technical Guideline (C6) - 142 -
5: Internet Explorer Manually Adding NICE Web Application to the Truted Site Lit Figure 5-12: Site to Zone Aignment Lit Propertie Window 5. Select Enabled and click Show. The Show Content window appear. Third Party Technical Guideline (C6) - 143 -
5: Internet Explorer Manually Adding NICE Web Application to the Truted Site Lit Figure 5-13: Show Content Window 6. Click Add. The Add Item window appear. Figure 5-14: Add Item Window 7. In the Enter the name of the item to be added field, enter the name of the Web Application Site. 8. In the Enter the value of the item to be added field, enter the digit 2 and click OK. The Show Content window reappear. 9. Click OK. The Site to Zone Aignment Lit Propertie window reappear. 10. Click OK. The Group Policy Object Editor Window reappear. 11. Cloe the Group Policy Object Editor Window. Third Party Technical Guideline (C6) - 144 -
5: Internet Explorer Configuring Internet Explorer 8/9 to Diable Protected Mode Configuring Internet Explorer 8/9 to Diable Protected Mode Perform the following procedure to configure Internet Explorer 8/9 to diable Protected Mode. To diable Protected Mode: 1. Run Internet Explorer 8/9. When working with Window Server 2008 or Window Vita, right-click the Internet Explorer icon and elect Run a Admin. 2. On the Menu Bar, elect Tool, and then Internet Option. The Internet Option window appear: Third Party Technical Guideline (C6) - 145 -
5: Internet Explorer Configuring Internet Explorer 8/9 to Diable Protected Mode Figure 5-15: Internet Option Window 3. Click the Security tab. In the Security level for thi zone area, make ure that Enable Protected Mode i not elected. 4. Click OK. Third Party Technical Guideline (C6) - 146 -
5: Internet Explorer Adding the NICE Web Application URL to the Local Intranet Site Lit Adding the NICE Web Application URL to the Local Intranet Site Lit To add the NICE Perform Web application URL to the Local Intranet Site lit: 1. In the Tool menu of the Internet Explorer, elect Internet Option. 2. Click the Security tab. Figure 5-16: Internet Option - Security Tab Third Party Technical Guideline (C6) - 147 -
5: Internet Explorer Adding the NICE Web Application URL to the Local Intranet Site Lit 3. Click. 4. Click Site. The Local Intranet window appear. Figure 5-17: Local Intranet Window 5. Enter the NICE Web application URL in the Add thi webite to the zone field. 6. Click Add. 7. Click Cloe. 8. Click OK. Third Party Technical Guideline (C6) - 148 -
5: Internet Explorer Internet Explorer 9 Internet Explorer 9 Compatibility of NICE Web Application with Internet Explorer 9 32-bit Product NICE Engage Platform, NICE Interaction Management, NICE Perform, NICE Sentinel, NICE Real-Time Solution Releae NICE Interaction Management R4.1 NICE Engage Platform R6.3 NICE Perform: R3.1, R3.2, R3.5 NICE Sentinel: NICE Sentinel Server: R2.1, R2.5, R4.1 NICE Sentinel Remote Client: 6, 7, and 8. NOTE: For verion 9 and above, Remote Client i not upported. For verion 9 and above, the Remote Client need to be intalled manually. For more information, ee the NICE Sentinel 4.1: Intallation and Configuration Guide. Real-Time Solution 4.9.x Synopi Thi ection decribe the compatibility of Internet Explorer 9 with NICE Web Application when Internet Explorer 9 i intalled on: Window Vita Enterprie SP2 Window 7 Profeional SP1 32/64-bit Window 7 Enterprie SP1 32/64-bit Window 7 Ultimate SP1 32/64-bit Window Server 2008 Standard Edition 32-bit Window Server 2008 Standard Edition 64-bit Window Server 2008 Enterprie Edition 32-bit Window Server 2008 Enterprie Edition 64-bit Window Server 2008 R2 Standard Edition 64-bit Window Server 2008 R2 Enterprie Edition 64-bit General Decription and Concluion General tet were performed uing Internet Explorer 9 (IE9) with: NICE Perform Third Party Technical Guideline (C6) - 149 -
5: Internet Explorer NICE Web Application Known Iue with Internet Explorer 9 Releae 3.1 Releae 3.2 Releae 3.5 NICE Interaction Management Releae 4.1 NICE Engage Platform 6.3 NICE Sentinel Releae 2.1 Releae 2.5 Releae 4.1 Concluion The NICE Engage Platform/NICE Interaction Management/NICE Perform Application Suite are compatible with all teted operating ytem with the following limitation: You hould only run one NICE Engage Platform/NICE Interaction Management/NICE Perform Application Suite per brower. See NICE Web Application Known Iue with Internet Explorer 9 below. NICE Web Application Known Iue with Internet Explorer 9 The following ection decribe known iue when uing Internet Explorer 9: Iue 1 The NICE Engage Platform/NICE Interaction Management/NICE Perform Web application URL mut be added to the Truted Site lit. See Manually Adding NICE Web Application to the Truted Site Lit on page 140. Iue 2 NICE Engage Platform/NICE Interaction Management/NICE Perform Web application can be ued in Internet Explorer 9 tab or Quick tab mode. However, in thee mode, you can run one tab only with the NICE Engage Platform/NICE Interaction Management/NICE Perform Application uite. Iue 3 When the NICE Application Server i identified a an Internet ite, the following meage may appear: Third Party Technical Guideline (C6) - 150 -
5: Internet Explorer NICE Web Application Known Iue with Internet Explorer 9 See Adding the NICE Web Application URL to the Local Intranet Site Lit on page 147. Iue 4 You mut configure IE9 to work with the Protected mode et to off. See Configuring Internet Explorer 8/9 to Diable Protected Mode on page 145. Iue 5 To correctly diplay the NICE Engage Platform/NICE Interaction Management/NICE Perform Application, the default documentation mode in Internet Explorer 8 hould be Quirk mode. If a different mode i ued, the application creen appear. Third Party Technical Guideline (C6) - 151 -
5: Internet Explorer Internet Explorer 10 Internet Explorer 10 Compatibility of NICE Web Application with Internet Explorer 10 32-bit Product NICE Engage Platform, NICE Interaction Management, NICE Perform, NICE Sentinel, NICE Real-Time Solution Releae NICE Interaction Management 4.1 NICE Engage Platform 6.3 NICE Perform 3.2 NICE Perform 3.5 NICE Sentinel: NICE Sentinel Server: R2.1, R2.5, R4.1 NICE Sentinel Remote Client: 6, 7, and 8. NOTE: For verion 9 and above, Remote Client i not upported. For verion 9 and above, the Remote Client need to be intalled manually. For more information, ee the NICE Sentinel 4.1: Intallation and Configuration Guide. NICE Real-Time Solution 4.9.6 Synopi Window 7 Profeional SP1 32/64-bit Window 7 Enterprie SP1 32/64-bit Window 7 Ultimate SP1 32/64-bit Window Server 2008 R2 SP1 Standard Edition 64-bit Window Server 2008 R2 SP1 Enterprie Edition 64-bit General Decription and Concluion General tet were performed uing Internet Explorer 10 (IE10) with NICE Engage Platform 6.3,NICE Interaction Management Releae 4.1, NICE Perform Releae 3.2 and 3.5. Concluion The NICE Engage Platform/NICE Interaction Management/NICE Perform Application Suite are compatible with all teted operating ytem with the following limitation: You hould only run one NICE Web Application Suite per brower. When opening the Package and Evaluation window in NICE Perform 3.2, thee window become inactive and move behind the main window. To ue thee window, click their icon in the takbar. Third Party Technical Guideline (C6) - 152 -
5: Internet Explorer NICE Web Application Known Iue with Internet Explorer 10 See NICE Web Application Known Iue with Internet Explorer 10 below. NICE Web Application Known Iue with Internet Explorer 10 The following ection decribe known iue when uing Internet Explorer 10: When the NICE Application Server i identified a an Internet ite, the following meage may appear: NICE Perform Application Suite require Microoft.NET framework verion 3.5 or higher Intalled on thi computer. Intal the proper verion and retart the Web brower. See Adding the NICE Web Application URL to the Local Intranet Site Lit on page 147. Adding the NICE Web Application URL to the Compatibility View Setting Lit To enure that NICE Engage Platform/NICE Interaction Management/NICE Perform work properly when uing Microoft Internet Explorer 10, you hould make ure to add the URL from the application erver to the Window Compatibility View etting. To add the NICE Web Application URL to the Compatibility Lit: 1. In the Tool menu of Internet Explorer, click Compatibility View Setting. The Compatibility View Setting dialog box i diplayed. Third Party Technical Guideline (C6) - 153 -
5: Internet Explorer Adding the NICE Web Application URL to the Compatibility View Setting Lit Figure 5-18: Compatibility View Setting 2. Type the Application Server URL for the intance of NICE Engage Platform/NICE Interaction Management/NICE Perform that you are uing. For example, dh-app-m-acg. 3. Click Add. Third Party Technical Guideline (C6) - 154 -
5: Internet Explorer Internet Explorer 11 Internet Explorer 11 Compatibility of NICE Web Application with Internet Explorer 11 32, 64-bit Product NICE Engage Platform, NICE Interaction Management, NICE Sentinel, NICE Real-Time Solution Releae NICE Interaction Management R4.1 NICE Engage Platform R6.3 NICE Sentinel: NICE Sentinel Server: R2.1, R2.5, R4.1 NICE Sentinel Remote Client: 6, 7, and 8. NOTE: For verion 9 and above, Remote Client i not upported. For verion 9 and above, the Remote Client need to be intalled manually. For more information, ee the NICE Sentinel 4.1: Intallation and Configuration Guide. NICE Real-Time Solution 4.9.6 Synopi Window 8 Profeional 32/64-bit Window 8 Enterprie 32/64-bit Window 8.1 Profeional 32/64-bit Window 8.1 Enterprie 32/64-bit Window 7 Profeional SP1 32/64-bit Window 7 Enterprie SP1 32/64-bit Window 7 Ultimate SP1 32/64-bit Window Server 2008 R2 SP1 Standard Edition 64-bit Window Server 2008 R2 SP1 Enterprie Edition 64-bit General Decription and Concluion General tet were performed uing Internet Explorer 11 (IE11) with NICE Interaction Management Releae 4.1 and NICE Engage Platform 6.3. Concluion The NICE Engage Platform/NICE Interaction Management i compatible with all teted operating ytem with the following limitation: Third Party Technical Guideline (C6) - 155 -
5: Internet Explorer NICE Web Application Known Iue with Internet Explorer 11 You hould only run one NICE Engage Platform/NICE Interaction Management Application Suite per brower. You hould only ue the XBAP technology with the Window 8.1 client ytem. For Internet Explorer 11 on Window 8.1, you mut have NICE Engage Platform/NICE Interaction Management Releae 4.1.46 or above. See NICE Web Application Known Iue with Internet Explorer 11 below. NICE Web Application Known Iue with Internet Explorer 11 The following ection decribe known iue when uing Internet Explorer 11: When the NICE Application Server i identified a an Internet ite, the following meage may appear: NICE Application Suite require Microoft.NET framework verion 3.5 or higher Intalled on thi computer. Intall the proper verion and retart the Web brower. See Adding the NICE Web Application URL to the Compatibility View Setting Lit below Adding the NICE Web Application URL to the Compatibility View Setting Lit NOTE: Relevant for NICE Engage Platform/NICE Interaction Management only. To enure that NICE Engage Platform/NICE Interaction Management work properly when uing Microoft Internet Explorer 11, you hould make ure to add the URL from the application erver to the Window Compatibility View etting. To add the NICE Application URL to the Compatibility Lit: 1. In the Tool menu, click Compatibility View Setting. The Compatibility View Setting dialog box i diplayed. Third Party Technical Guideline (C6) - 156 -
5: Internet Explorer Adding the NICE Web Application URL to the Compatibility View Setting Lit Figure 5-19: Compatibility View Setting 2. In the Add thi webite field, enter the Application Server URL for the intance of NICE Engage Platform/NICE Interaction Management that you are uing. For example, dh-app-m-acg. 3. Click Add. Third Party Technical Guideline (C6) - 157 -
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6 6: Microoft.NET Framework Thi ection provide information, upport, and olution for Microoft.NET Framework. Content Nice Application Software Requirement 160 NICE Interaction Center Server Workaround for Microoft.NET 3.5 Framework 161 NICE Support for Microoft.NET Framework 163 Microoft.NET Framework 4.0 Requirement 168 Microoft.NET Framework 4.0 and up with NICE Interaction Management 4.1.46 and Above 170 Microoft.NET Framework 4.5 Requirement 171 Third Party Technical Guideline (C6) - 159 -
6: Microoft.NET Framework Nice Application Software Requirement Nice Application Software Requirement Product NiceLog & NiceUnivere Releae Synopi Nice Application uite verion 8.8, run today with MDAC 2.6.1 SP1 intalled. Thi oftware i alo intalled when intalling the Nice Application uite. In thoe intance where there i a lower MDAC verion intalled, it mut be upgraded. The intallation will detect the lower verion and intall the MDAC 2.6.1 SP1. The upgrade can alo be a higher verion than 2.6.1 SP1 uch a 2.7 and in thi cae ue the following procedure to upgrade the MDAC. To upgrade the MDAC file: 1. Acce the Microoft download from http://www.microoft.com/data/download.htm 2. Click Microoft Data Acce Component and elect the MDAC verion you require. Download and intall the relevant file. NOTE: For OS in different language, a uitable MDAC hould be download (by chooing the language from the Combo Box Third Party Technical Guideline (C6) - 160 -
6: Microoft.NET Framework NICE Interaction Center Server Workaround for Microoft.NET 3.5 Framework NICE Interaction Center Server Workaround for Microoft.NET 3.5 Framework Product NICE Perform Releae NICE Perform Releae 3 Synopi Thi ection decribe the workaround to enable configuration of the Integration oftware on the NICE Perform Releae 3 SP4 Interaction Center erver, when Microoft.NET 3.5 Framework i intalled. Problem The Integration oftware cannot be configured on the NICE Perform Releae 3 SP4 Interaction Center erver, when Microoft.NET Framework 3.5 i intalled. An error meage that.net 2.0 SP1 i not upported, i received. Workaround To work around the problem, unintall both.net Framework 3.5 and.net Framework 2.0 SP1. Then intall.net Framework 2.0 and configure the Integration oftware. After verifying ucceful intallation and operation, re-intall.net Framework 3.5, which automatically intall.net 2.0 SP1. To Work around the Problem: 1. Unintall Microoft.NET Framework 3.5.: a. Navigate to: Start > Setting > Control Panel > Add or Remove Program. b. Select Microoft.Net 3.5 Framework. c. Click Change/Remove. Microoft.NET Framework 3.5. i unintalled. 2. Unintall Microoft Framework.NET 2.0 SP1.: a. Navigate to: Start > Setting > Control Panel > Add or Remove Program. b. Select Microoft.Net 2.0 SP1 Framework. c. Click Change/Remove. Microoft.NET Framework 2.0 SP1 i unintalled. 3. Intall Microoft.NET Framework 2.0.: Intall Microoft.NET Framework 2 from the CD provided by Microoft. Follow intallation intruction. 4. Configure the Integration oftware: Third Party Technical Guideline (C6) - 161 -
6: Microoft.NET Framework Workaround a. Inert the NICE Perform Releae 3 Interaction Center CD. b. Navigate to Integration > Connection Manager > Driver. c. Select SP4. d. Double-click etup.exe. The Integration oftware i configured. 5. Verify that the NICE Perform Releae 3 Interaction Center ha uccefully configured the Integration oftware and i fully operational. Thi i aured when no error meage are diplayed. 6. Intall MS.NET Framework 3.5: Intall MS.NET Framework 3.5 from the CD provided by Microoft. Follow intallation intruction. Thi intallation will alo intall.net 2.0 SP1. Third Party Technical Guideline (C6) - 162 -
6: Microoft.NET Framework NICE Support for Microoft.NET Framework NICE Support for Microoft.NET Framework Product Releae Synopi.NET Framework Support Verion 8.9, NICE Perform Releae I, II, 3, and 3.1 and above, NICE Interaction Management 4.1, NICE Engage Platform, NICE Sentinel 2.5 and 4.1 Thi ection decribe upport for Microoft.NET Framework (verion 1.1, 2.0, 3.0 and 3.5) by NICE product, from V8.9 ytem through NICE Perform Releae I, II, 3, and 3.1 and above, NICE Interaction Management 4.1, NICE Engage Platform, NICE Sentinel 2.5 and 4.1. Thi ection incorporate previou NICE technical upport note for Microoft.NET Framework (verion 1.1, 2.0 and 3.0.). Overview Thi ection provide information regarding NICE product upport for Microoft.NET Framework (verion 1.1, 2.0, 3.0 and 3.5). NICE Logger Requirement The following NICE Logger verion require Microoft.NET Framework 2.0: Logger PCI 9.01 SP8 and above Logger PCI 9.03 SP3 and above Logger 9.06 Logger VoIP 9.12 Microoft.NET Framework Server-Side Support The following table lit the NICE releae verion and indicate which verion upport Microoft.NET Framework (verion 1.1, 2.0, 3.0, 3.5, 4, and 4.5) Table 6-1: NICE Releae Verion upport Microoft.NET Framework - Server-Side Releae Verion Statu Approved for all environment, except Playback Organizer verion 2. NICE Perform Releae I Only.NET 1.1 i approved. Third Party Technical Guideline (C6) - 163 -
6: Microoft.NET Framework Microoft.NET Framework Server-Side Support Table 6-1: NICE Releae Verion upport Microoft.NET Framework - Server-Side (continued) Releae Verion NICE Perform Releae II Statu For Service Pack prior to SP4: Only.NET 1.1 i approved. For Service Pack SP4 and above:.net 2.0 and.net 3.0 are approved. For Service Pack SP5:.NET 3.5 i approved. IPC 9.09 NICE Perform Releae 3.NET 1.1 and.net 2.0 are approved. If.NET 2.0 i intalled on erver, run relevant SetSecurity applicable to.net 2.0. Prior to and including SP1, only.net 1.1 i approved. For SP2 and above,.net 2.0 i required; ee the warning below..net 3.0 i approved. For SP4,.NET 3.5 i approved. See NICE Logger Requirement on the previou page. NICE Perform Releae 3.1 and above/nice Interaction Management 4.1.NET 2.0 i required. See the warning below..net 2.0 Service Pack 1 i approved..net 3.0 i approved..net 3.0 Service Pack 1 i approved..net 3.5 i approved..net 3.5 SP1 i approved..net 4.0 i approved..net 4.5 i approved*..net 4.5.1/4.5.2 i approved*. NICE Engage Platform 6.3.NET 3.5 SP1 i required..net 4.0 i required..net 4.5 i approved*..net 4.5.1 i approved*.net 4.5.2 i approved* NICE Sentinel 2.5.NET 3.5 i required..net 3.5 Service Pack 1 i required..net 4.0 i required. Third Party Technical Guideline (C6) - 164 -
6: Microoft.NET Framework Microoft.NET Framework Client-Side Support Table 6-1: NICE Releae Verion upport Microoft.NET Framework - Server-Side (continued) Releae Verion NICE Sentinel 4.1 Statu.NET 3.5 i required..net 3.5 Service Pack 1 i required..net 4.0 i required..net 4.5 i approved* WARNING!.NET Framework 2.0 mut be intalled before intalling the Application Suite. If you tarted intalling the Application Suite without.net 2.0 Framework, the Application Suite intallation will fail. To olve thi problem, abort the Application Suite intallation, intall.net 2.0 Framework, and then run the Application Suite intallation again. Microoft.NET Framework Client-Side Support The following table lit the NICE releae verion and indicate which verion upport Microoft.NET Framework (verion 1.1, 2.0, 3.0, 3.5, 4, and 4.5). Table 6-2: NICE Releae Verion upport Microoft.NET Framework - Client-Side Releae Verion Statu 8.90 Approved. NICE Perform Releae I Approved with Application SP7 and above. Mut be intalled ide by ide with.net 1.1 and the relevant hot fixe. See RN0444 NICE Perform Application V9.01.7.42 (SP7) for the lit of known iue. Third Party Technical Guideline (C6) - 165 -
6: Microoft.NET Framework Microoft.NET Framework Client-Side Support Table 6-2: NICE Releae Verion upport Microoft.NET Framework - Client-Side (continued) Releae Verion NICE Perform Releae II IPC 9.09 NICE Perform Releae 3 NICE Perform Releae 3.1 and above / NICE Interaction Management 4.1 Statu Approved with Application SP3. Mut be intalled ide by ide with.net 1.1 and the relevant hot fixe. See RN0431 NICE Perform RII Application 9.08.3.09 (SP3) for the lit of known iue. SP4 reolve the known iue which are decribed in RN0431. However,.NET 1.1 and.net 2.0 mut be intalled ide by ide. For Service Pack SP5:.NET 3.5 i approved..net 1.1 and.net 2.0 are approved. If.NET 2.0 i intalled on erver, run relevant SetSecurity applicable to.net 2.0. For Releae 3 SP1, only.net 1.1 i approved. Above Releae 3 SP1,.NET 1.1,.NET 2.0 and.net 3.0 are approved. See RN0466 NICE Perform Application Suite Releae 3 (SP1) for the lit of known iue. For Releae 3 SP2 and above,.net 2.0 i required. For Releae 3 SP4,.NET 3.5 i approved. See Microoft.NET Framework Server-Side Support on page 163.NET 2.0 i required..net 2.0 Service Pack 1 i approved..net 3.0 i approved..net 3.0 Service Pack 1 i approved..net 3.5 i approved..net 3.5 SP1 i approved..net 4.0 i approved..net 4.5 i approved*. Third Party Technical Guideline (C6) - 166 -
6: Microoft.NET Framework Microoft.NET Framework Client-Side Support Table 6-2: NICE Releae Verion upport Microoft.NET Framework - Client-Side (continued) Releae Verion NICE Engage Platform 6.3 Statu.NET 3.5 SP1 i required..net 4.0 i required..net 4.5 i approved*..net 4.5.1 i approved*.net 4.5.2 i approved* NICE Sentinel 2.5.NET 2.0 i required..net 3.5 i required..net 3.5 Service Pack 1 i approved..net 4.0 i approved. NICE Sentinel 4.1.NET 3.5 i required..net 3.5 Service Pack 1 i approved..net 4.0 i approved..net 4.5 i approved* Figure 6-1:.NET Framework Developer Guide Third Party Technical Guideline (C6) - 167 -
6: Microoft.NET Framework Microoft.NET Framework 4.0 Requirement Microoft.NET Framework 4.0 Requirement NOTE: Only relevant for NICE Interaction Management 4.1/NICE Engage Platform 6.3 and NICE Sentinel 2.5/NICE Sentinel 4.1. Microoft.NET Framework 4.0 i now required for all NICE Interaction Management 4.1 /NICE Engage Platform 6.3 ite and NICE Sentinel 2.5/Sentinel 4.1. See the Certified Server Guide for more detail about requirement. SRT releae 2.5.6 and later will check for Microoft.NET Framework 4. SRT releae before 2.5.6 will not fail if Microoft.NET Framework 4 i intalled, but alo will not notify if Microoft.NET Framework 4 i not intalled. Therefore, you mut manually check whether Microoft.NET Framework 4 i intalled by looking at the component in the Add/Remove Program window. If IIS i intalled after Microoft.NET Framework 4, change the Application Pool to.net2 a decribed below. To change the Application Pool to.net2: 1. Select Start > Run. The Run window appear. 2. Enter inetmgr and then click OK. The Internet Information Service (IIS) Manager window appear. Figure 6-2: Internet Information Service (IIS) Manager Window 3. In the Connection pane on the left ide, click Application Pool. 4. In the Application Pool lit, double-click DefaultAppPool. The Edit Application Pool window appear. Third Party Technical Guideline (C6) - 168 -
6: Microoft.NET Framework Microoft.NET Framework 4.0 Requirement Figure 6-3: Edit Application Pool Window 5. From the.net Framework dropdown menu, elect.net Framework v2.0.50727. 6. Click OK. 7. In the Action pane on the right ide, click Recycle. Third Party Technical Guideline (C6) - 169 -
6: Microoft.NET Framework Microoft.NET Framework 4.0 and up with NICE Interaction Management 4.1.46 and Above Microoft.NET Framework 4.0 and up with NICE Interaction Management 4.1.46 and Above NOTE: Relevant for NICE Interaction Management 4.1.46 and NICE Engage Platform 6.3. If your client machine ha the Microoft.NET Framework verion 4.0 and up, when you ign in to NICE Interaction Management/NICE Engage Platform, you will notice that the extenion i.xbap. You mut note the following when working with an XBAP page. Internet Explorer 10 work with XBAP only when uing compatibility mode (Compatibility mode i the Microoft Internet Explorer default mode). For information on uing NICE Interaction Management/NICE Engage Platform in compatibility mode, ee Adding the NICE Web Application URL to the Compatibility View Setting Lit on page 153. If you changed your ytem configuration to work with.net Verion 4.5/4.5.1/4.5.2 when uing Releae 4.1.45, you can revert back to the original ytem configuration if you intall NICE Interaction Management 4.1.46 or later/nice Engage Platform. When uing XBAP, the Tool menu diappear from the Internet Explorer tool bar. To view the tool menu, you can do one of the following: Open a new tab. The Tool menu will be available in the new tab. Click the Internet Option button in Internet Explorer and ue the Internet Option window. If thi button doe not appear, right-click in the Button bar and add it. The URL addre to any NICE Interaction Management/NICE Engage Platform project you were uing will be different when uing XBAP. Intead of the ASPX link http://<erver name>/niceapplication/dektop/webpage/dektopwebform.apx, the new addre will be http://<erver name>/niceapplication/dektop/xbapapplication/nicedektop.xbap. NICE Engage Platform 6.3 i deigned to work only with XBAP, but not with ASPX. If you previouly created hortcut/favorite,then replace all previouly aved link to the new addre. For information on etting up the client computer to work with ASPX, ee Uing ASPX to Log In To NICE Interaction Management When Uing.NET 4.0 or Higher in the Worktation Setup Guide. Third Party Technical Guideline (C6) - 170 -
6: Microoft.NET Framework Microoft.NET Framework 4.5 Requirement Microoft.NET Framework 4.5 Requirement NOTE: Thi ection i relevant for NICE Perform 3.2/3.5, NICE Interaction Management 4.1, NICE Engage Platform 6.3. The information in thi ection i relevant when uing ASP.NET. For example you will have a URL with an.apx extenion a hown in the following example: http://<erver name>/niceapplication/dektop/webpage/dektopwebform.apx For.Net 4.0 upport and up uing NICE Interaction Management 4.1.46/NICE Engage Platform 6.3, pleae ee Microoft.NET Framework 4.0 and up with NICE Interaction Management 4.1.46 and Above on the previou page Microoft.NET Framework verion 4.5/4.5.1/4.5.2 ha been teted and approved for ue with NICE Perform 3.2/ 3.5, NICE Interaction Management 4.1, and NICE Engage Platform 6.3. Intalling Microoft.NET 4.5 on machine may caue a problem with the login procedure to NICE Perform/NICE Interaction Management. The following error meage may appear during the initialization phae. Figure 6-4: Error Meage During Initialization Phae of NICE Perform/NICE Interaction Management NOTE: Thi problem i not relevant for NICE Engage Platform 6.3 and doe not require the workaround pecified below. Third Party Technical Guideline (C6) - 171 -
6: Microoft.NET Framework Microoft.NET Framework 4.5 Requirement To fix thi problem, the EnableIEHoting value of the regitry ubkey HKLM/SOFTWARE/MICROSOFT/.NETFramework mut be et to 1. For more detail pleae read the Microoft article Application Compatibility in the.net Framework 4.5. To work around the problem: 1. Click Start>Search, and in the earch field, type Regedit. Figure 6-5: Regedit Search Reult 2. Right-click the Regedit icon and elect Run a Adminitrator from the menu. 3. Enter the correct uer credential for working with regitrie. 4. Follow the link mentioned above to find the required regitry folder. NOTE: The regitry path i different for 32-bit and 64-bit Window operating ytem: 32-bit: HKLM\SOFTWARE\MICROSOFT\.NETFramework 64-bit: HKLM\SOFTWARE\Wow6432Node\Microoft\.NETFramework 5. Right-click in the regitry folder and elect New>DWORD (32-bit) Value to create a new DWORD value key. Third Party Technical Guideline (C6) - 172 -
6: Microoft.NET Framework Microoft.NET Framework 4.5 Requirement Figure 6-6: Creating a New DWORD Value Key in the.net Framework Regitry 6. Rename the new key a follow: EnableIEHoting Figure 6-7: New EnableIEHoting DWORD 7. Right-click the EnableIEHoting key and elect Modify from the menu. Third Party Technical Guideline (C6) - 173 -
6: Microoft.NET Framework Microoft.NET Framework 4.5 Requirement Figure 6-8: Modify New EnableIEHoting DWORD 8. In the Edit DWORD (32-bit) Value window that appear, type 1 in the Value data field and click OK. Figure 6-9: DWORD Value NOTE: If thi procedure mut be performed on multiple client/erver machine, ue the SCCM/SMS package that contain the regitry file to create the EnableIEHoting regitry ubkey. Third Party Technical Guideline (C6) - 174 -
7 7: Microoft SQL Server Thi ection decribe upport for the variou Microoft SQL Server verion. Content SQL Server 2000 SP4 176 SQL Server 2005 for NICE Perform Releae 3 177 SQL Server 2008 183 Third Party Technical Guideline (C6) - 175 -
7: Microoft SQL Server SQL Server 2000 SP4 SQL Server 2000 SP4 Product SQL Server 2000 SP4 Releae Synopi Microoft SQL Server 2000 SP4 wa teted on all NICE component running with Microoft SQL Server 2000 a et out in the table below. Table 7-1: Microoft SQL Server 2000 SP4 SQL Server 2000 Type Component OS SQL Server 2000 Server Edition CLS 8.70 Window NT Server CLS 8.80 CLS 8.90 CLS 8.93 NICE Perform Window 2000 Server Window 2003 Standard Edition Window 2003 Standard Edition Window 2003 Standard Edition SQL Server 2000 Peronal Edition NCF I Window NT WS NCF II NCF III Logger Only 8.80 Logger Only 8.90 Advantage Window 2000 Profeional Window XP Window 2000 Profeional Window 2003 Standard Edition Window 2000 Profeional Third Party Technical Guideline (C6) - 176 -
7: Microoft SQL Server SQL Server 2005 for NICE Perform Releae 3 SQL Server 2005 for NICE Perform Releae 3 Product NICE Perform, NICE Sentinel Releae NICE Perform Releae 3 NICE Sentinel 2.1 Synopi Thi ection decribe the Microoft SQL Server verion upported by NICE Perform Releae 3. NICE Perform Releae 3 ue Microoft SQL Server 2005 (Standard Edition) for it databae and Data Mart infratructure. NICE upgraded to SQL Server 2005 for it outtanding ecurity and advanced buine intelligence capabilitie, a well a it improved performance and maintainability. Supported SQL Server Verion NICE Perform Releae 3 i deigned for optimal ue of SQL Server 2005, with new feature uch a: Media Encryption For ecuring the cryptographic information that i ued for encrypting the captured voice and creen media, and i tored in the Cryptographic Databae. NICE Perform - IEX Integration. Interaction Analytic ClearSight TM For Root-Caue Analyi. Interaction Analytic Trancription (Speech to Text). For a detailed overview of SQL Server 2005 additional benefit ee Microoft The Buine Value of Upgrading to SQL Server 2005 white paper, (October 2005). For all new intallation, SQL Server 2005 Standard Edition i ued by default. Ue of SQL Server 2000 will not be allowed for any new intallation of NICE Perform Releae 3. Exiting implementation uing SQL Server 200, either 8.9 or NICE Perform Releae 1 and 2, wihing to upgrade to NICE Perform Releae 3, will alo require databae migration. Exiting implementation of NICE Perform Releae 3 pre-ga verion, uing SQL Server 2000, will be able to continue uing the exiting SQL Server 2000 intallation for a limited time, unle they want to take immediate advantage of the NICE Perform Releae 3 feature mentioned above. NICE Perform Feature Pack 1, which i expected mid 2008, will require SQL Server 2005. Therefore, NICE trongly recommend prompt migration to SQL Server 2005 for all cutomer. SQL Server Clutering SQL Server 2005 Standard Edition upport SQL Server clutering. Third Party Technical Guideline (C6) - 177 -
7: Microoft SQL Server SQL Server Licening SQL Server clutering alo require Microoft Window Server 2003 Enterprie Edition and certified hardware. SQL Server Licening Cutomer can purchae SQL Server oftware and licene from NICE or provide SQL Server oftware and licene on their own. NOTE: The NICE Perform Application Suite do not include SQL Server oftware and licene for the databae erver. SQL Server Software and Licene Purchaed from NICE Sytem Cutomer can purchae the following type of SQL Server 2005 Standard Edition licene from NICE: Table 7-2: SQL Server Licene SQL Server Licene Server and Client Acce Licene (CAL) Price Lit Item SQL-CAL-LIC Decription Uer baed licening uitable for deployment where only a limited number of uer are uing the NICE application. The cutomer need to purchae a many CAL a the number of uer/device that acce the SQL Server directly or indirectly. Each Device CAL permit one device, ued by any uer to acce the SQL Server. Each Uer CAL permit one uer, uing any device, to acce the SQL Server. Any Device and Uer CAL combination can be ued: You may elect to purchae the minimum number of required CAL baed on number of eat or number of uer, but the purchae order mut include a certain minimum number of CAL (ee note below). Third Party Technical Guideline (C6) - 178 -
7: Microoft SQL Server SQL Server Software and Licene Purchaed from NICE Sytem Table 7-2: SQL Server Licene (continued) SQL Server Licene Per-Proceor Licene Price Lit Item SQL-CPU-LIC Decription SQL Server Per-Proceor licening i baed on the number of CPU on the erver machine that run the SQL Server. A Per-Proceor licene upport an unlimited number of uer. To encourage the ue of dual-core proceor, Microoft charge the ame amount of money per proceor, regardle of the number of core in the proceor. NOTE: SQL-CAL-LIC and SQL-CPU-LIC price lit item ee SQL Server 2005 only. For a limited time, you may continue and ue the former DUAL-CPU-SQL price lit item to order additional Per-Proceor licene for SQL Server 2000 for exiting pre-ga intallation of NICE Perform Releae 3. See Special Note for New and Old Price Lit on page 182 below. Uer baed licening hall be ued for the NICE Perform Interaction Package only. For all NICE Perform application package other than the Interaction Package, and for Interaction Package deployment with a large number of uer/eat (50 or more uer/eat), Per-Proceor (CPU) baed licening hall be ued. In uer baed licening, a CAL i required for each uer/eat that accee the databae erver directly or indirectly. Hence, uer of the ROD application alo require CAL. For uer baed licening, the purchae order mut include a minimum of five CAL, (5 SQL-CAL-LIC). If the SQL Server oftware and licene are purchaed from NICE, then NICE provide the cutomer with the SQL Server Auto-Setup Intallation CD and a printed SQL Server End-Uer Licene Agreement (EULA) tating the number of licene and their type. The Auto-Setup CD can alo be ued to upgrade an exiting SQL Server 2000 intallation to SQL Server 2005. SQL Server oftware and licene purchaed from NICE cannot be ued for any purpoe other than to erve NICE product. The SQL Server intallation i embedded in the NICE Perform SQL Server Auto- Setup intallation and cannot be eparated from it. The intallation i performed by a certified intaller of NICE or a buine partner. The SQL Server Auto-Setup intallation i followed by the NICE Perform Databae Suite intallation and the NICE Perform Application Server intallation. Third Party Technical Guideline (C6) - 179 -
7: Microoft SQL Server Cutomer-Provided SQL Server Software and Licene Cutomer-Provided SQL Server Software and Licene NICE allow cutomer to provide SQL Server oftware and licene on their own. In thi cae, the cutomer i reponible for providing a machine with an intalled SQL Server. The following i required: The erver machine mut atify the minimal hardware and network connectivity requirement publihed by NICE. The SQL Server configuration mut fully comply with the NICE Perform SQL Server configuration requirement. The cutomer mut preent valid SQL Server licene for the erver to be ued by NICE application. See SQL Server Licene Requirement below. The NICE Perform Databae Suite intallation enure that the SQL Server configuration meet NICE requirement. The Databae Suite intallation may automatically top if the SQL Server configuration deviate from the NICE guideline, to prevent any future performance difficultie or ytem malfunctioning that may arie. If the erver i improperly configured, the intallation clearly preent the configuration problem encountered, o the cutomer can make the neceary correction. The cutomer take full reponibility for the upport of the SQL Server, and communicate directly with Microoft. However, the cutomer need to follow NICE maintenance and backup guideline and conult NICE on any configuration change. NICE remain fully reponible for the NICE Perform databae itelf. Upgrading from SQL Server 2000 to SQL Server 2005 The NICE Perform Releae 3 upgrade do not include SQL Server 2005 oftware and licene. In cae an upgrade from SQL Server 2000 to SQL Server 2005 i required, cutomer need to purchae new SQL Server 2005 licene from NICE or provide the neceary oftware and licene independently. SQL Server 2000 licene cannot be reued. There are no dicount on SQL Server licene old by NICE for SQL Server upgrade. Same price apply to both new SQL Server licene and upgrade from SQL Server 2000 to SQL Server 2005. SQL Server Licene Requirement For all NICE Perform application package, other than the Interaction Package, an SQL Server CPUbaed licening cheme hould be employed. Here are a few example on how to ue SQL Server Per- Proceor licene for different deployment. Single Site Deployment In mot deployment, the NICE Perform databae and the Data Mart databae are intalled on and managed by the ame SQL Server. Third Party Technical Guideline (C6) - 180 -
7: Microoft SQL Server Multi-Data Hub Deployment Cutomer need to purchae a many SQL Server Per-Proceor licene a the number of CPU on the erver machine that run the SQL Server. For example, a dual-proceor machine require two Per- Proceor licene. SQL Server 2005 Standard Edition upport up to four CPU. In ome deployment, for calability reaon, the Data Mart will be intalled on and managed by a eparate SQL Server. In thi type of deployment, additional SQL Server Per-Proceor licene mut be purchaed. Multi-Data Hub Deployment A data hub i a combination of a NICE Perform Application Server and Databae at a certain ite. A multi-data hub deployment include everal uch data hub located in different ite, of which one i conidered the Primary Data Hub and the other are conidered to be econdary Data Hub. Uually, the Primary Data Hub ite alo feature the Data Mart databae, intalled on and managed by a eparate SQL Server. An adequate number of Per-Proceor licene hould be purchaed according to the number of CPU on each erver machine that run SQL Server, both for Databae Server() and Data Mart. NOTE: In a multi-data hub deployment, all SQL Server intance mut have the ame SQL Server verion. Network Management Station (NMS) NICE NMS ue a Microoft SQL Server databae to tore and efficiently manage the information contained in the NICE Management Information Bae (MIB) file. The NMS ue it own SQL Server 2000 Standard Edition intallation, eparated from the NICE Perform databae and Data Mart databae. NOTE: The NICE Perform Application Suite, including NICE Perform SMB Application, do not include the NMS oftware. The NMS hould be ordered eparately (NMS-NP-SRV price lit item). The NMS require a ingle SQL Server 2000 Standard Edition CAL, which i included in the NMS licene (NMS-NP-SRV price lit item). There i no need to eparately order an SQL Server licene. If Unicenter Remote Admin Client i ued on remote worktation, an additional CAL i required for each Remote Admin Client. The additional CAL i included in the Remote Admin Client licene (NMS-NP-CLNT price lit item). There i no need to eparately order an SQL Server licene. NICE Perform SMB NICE Perform SMB alo employ Microoft SQL Server 2005 Standard Edition. The NICE Perform SMB Application package include 10 Client Acce Licene (CAL). Additional CAL can be purchaed uing the SQL-CAL-LIC price lit item. Third Party Technical Guideline (C6) - 181 -
7: Microoft SQL Server Special Note for New and Old Price Lit Special Note for New and Old Price Lit The new price lit for releae 3, with SQL-CAL-LIC and SQL-CPU-LIC price lit item, i effective a of June 1t, 2007. After June 1t 2007, order for Releae 3 that do not include the new price lit item, will be treated baed on the new GA price lit, and NICE will aume that the cutomer will upply the SQL Server oftware and licene on it own. Order for new Releae 3 intallation that include DUAL-CPU-SQL will be rejected. Order for upgrade from NICE Perform Releae 3 pre-ga verion that wih to continue uing SQL Server 2000, require NICE Product Management and Project Management approval (commitment). After June 1t 2007, order for Releae 3 will no longer include the NMS oftware and licene by default. The NMS oftware and licene mut be explicitly ordered uing the adequate price lit item. Third Party Technical Guideline (C6) - 182 -
7: Microoft SQL Server SQL Server 2008 SQL Server 2008 Enabling Microoft Ditribute Tranaction Coordinator (MSDTC) to Function in Multi Site Environment Product NICE Perform, NICE Interaction Management, NICE Sentinel Releae NICE Perform Releae 3.x NICE Interaction Management Releae 4.1 NICE Sentinel 2.x NICE Sentinel 4.1 Synopi Thi ection decribe procedure that enable MSDTC to function properly in multi ite environment. The SQL Server ue Microoft Ditribute Tranaction Coordinator (MSDTC) to execute ditributed tranaction. A ditributed tranaction i a tranaction between two SQL Server. NICE Perform/NICE Interaction Management create a ditributed tranaction in multi ite environment, for intance when the Rule Engine write torage tak from the econdary ite to the mater ite. MSDTC will not function properly in an environment where the two erver are uing the ame Window OS image, for example where the Ghot program i ued to copy the Window image to the dik. The reaon for the problem i that both erver that are intalled from the ame image, have an identical key in the MSTDC ection in the SQL Server regitry. If the ditributed tranaction fail and the regitry key are different, there may be other reaon for the failure. See Final Verification on page 201. Thi document decribe how to fix the problem without re-intalling the entire ytem. Important! Make ure that your ytem i fully backed up before proceeding. The proce include the following tep: 1. Removing the Network DTC Acce. 2. Unintalling the DTC. 3. Removing the MSDTC key from the regitry. 4. Intalling the MSDTC. 5. Re-intalling the network DTC acce. 6. Retoring the original ecurity etting. Third Party Technical Guideline (C6) - 183 -
7: Microoft SQL Server Removing the Network Ditribute Tranaction Coordinator (DTC) Acce Removing the Network Ditribute Tranaction Coordinator (DTC) Acce The following procedure enable you to remove the DTC acce. To remove the network DTC acce: 1. Select Start, and elect Setting > Control Panel > Add or Remove Program. The Add or Remove window appear. Figure 7-1: Add or Remove Program Window 2. Click Add/Remove Window Component. The Window Component Wizard tart. Third Party Technical Guideline (C6) - 184 -
7: Microoft SQL Server Removing the Network Ditribute Tranaction Coordinator (DTC) Acce Figure 7-2: Window Component Wizard 3. In the Component lit, elect Application Server, and click Detail. The Application Server window appear. Third Party Technical Guideline (C6) - 185 -
7: Microoft SQL Server Removing the Network Ditribute Tranaction Coordinator (DTC) Acce Figure 7-3: Application Server Window 4. Clear the Enable network DTC acce checkbox. 5. Click OK. The Window Component Wizard window reappear. 6. Click Next. The Configuring Component window appear. Third Party Technical Guideline (C6) - 186 -
7: Microoft SQL Server Removing the Network Ditribute Tranaction Coordinator (DTC) Acce Figure 7-4: Configuring Component Window 7. When the configuration of the Cluter Service i completed, click Next. The Completing the Window Component Wizard window appear. Third Party Technical Guideline (C6) - 187 -
7: Microoft SQL Server Unintalling the DTC Figure 7-5: Completing the Window Component Window 8. Click Finih to cloe the wizard. Unintalling the DTC To unintall the DTC: 1. Click Start, and elect Run. Type cmd, and click OK. The following window appear. Third Party Technical Guideline (C6) - 188 -
7: Microoft SQL Server Unintalling the DTC Figure 7-6: C:\WINDOWS\Sytem32\cmd.exe 2. To top the MSDTC, enter the following command: net top mdtc. Figure 7-7: C:\WINDOWS\Sytem32\cmd.exe The following window appear. Third Party Technical Guideline (C6) - 189 -
7: Microoft SQL Server Unintalling the DTC Figure 7-8: C:\WINDOWS\Sytem32\cmd.exe 3. Change the directory to c:\windows\ytem32 Figure 7-9: C:\WINDOWS\Sytem32\cmd.exe The following window appear. Third Party Technical Guideline (C6) - 190 -
7: Microoft SQL Server Unintalling the DTC Figure 7-10: C:\WINDOWS\Sytem32\cmd.exe 4. Write command mdtc -unintall to unintall MSDTC, a hown in the following window. Figure 7-11: C:\WINDOWS\Sytem32\cmd.exe When the unintall i completed, the following window appear. Third Party Technical Guideline (C6) - 191 -
7: Microoft SQL Server Removing the MSDTC Key from the Regitry Figure 7-12: C:\WINDOWS\Sytem32\cmd.exe Removing the MSDTC Key from the Regitry To remove the MSDTC key from the regitry: 1. Navigate to Start, and elect Run. Figure 7-13: Run Window 2. In the Open field, type regedit and click OK. The Regitry Editor window appear. Third Party Technical Guideline (C6) - 192 -
7: Microoft SQL Server Removing the MSDTC Key from the Regitry Figure 7-14: The Regitry Editor 3. Right-click MSDTC, and elect Delete. The following dialog box appear. Figure 7-15: Confirm Key Delete Meage 4. Click Ye. MSDTC i deleted from the Regitry Editor. Third Party Technical Guideline (C6) - 193 -
7: Microoft SQL Server Re-Intalling the MSDTC Figure 7-16: Regitry Editor 5. Cloe the Regitry Editor. Re-Intalling the MSDTC To re-intall the MSDTC: 1. In the command prompt window, type the command mdtc -intall. Figure 7-17: C:\WINDOWS\Sytem32\cmd.exe Third Party Technical Guideline (C6) - 194 -
7: Microoft SQL Server Re-Intalling Network DTC Acce 2. When the intallation i completed, the following window appear. Figure 7-18: C:\WINDOWS\Sytem32\cmd.exe Re-Intalling Network DTC Acce Thi procedure i very imilar to the To remove network DTC acce procedure. See Removing the Network Ditribute Tranaction Coordinator (DTC) Acce on page 184 To re-intall network DTC acce: 1. Select Start, and elect Setting > Control Panel > Add or Remove Program. The Add or Remove window appear. 2. Click Add/Remove Window Component. The Window Component Wizard tart. 3. In the Component lit, elect Application Server, and click Detail. The Application Server window appear. Third Party Technical Guideline (C6) - 195 -
7: Microoft SQL Server Re-Intalling Network DTC Acce Figure 7-19: Application Server Window 4. Select the Enable network DTC acce checkbox, and click OK. The Window Component Wizard window reappear. 5. Click Next. The Configuring Component window appear. 6. When the configuration of the Cluter Service i completed, click Next. The Completing the Window Component Wizard window appear. Third Party Technical Guideline (C6) - 196 -
7: Microoft SQL Server Retoring the Original Security Setting Figure 7-20: Completing the Window Component Window 7. Click Finih to cloe the wizard. Retoring the Original Security Setting Since MSTDC ha been re-intalled, the ecurity definition required by the NICE ytem mut be reet. To retore the original ecurity etting: 1. Select Start, and elect Setting > Control Panel > Adminitrative Tool > Component Service. The Component Service window appear. Third Party Technical Guideline (C6) - 197 -
7: Microoft SQL Server Retoring the Original Security Setting Figure 7-21: Component Service Window 2. Expand Computer Service, and Computer. The following window appear: Third Party Technical Guideline (C6) - 198 -
7: Microoft SQL Server Retoring the Original Security Setting Figure 7-22: Component Service Window 3. Right-click My Computer, and elect Propertie. The My Computer Propertie window appear. Figure 7-23: My Computer Propertie Window 4. Click the MSDTC tab. The following window appear. Third Party Technical Guideline (C6) - 199 -
7: Microoft SQL Server Retoring the Original Security Setting Figure 7-24: My Computer Propertie - MSDTC Tab 5. Click the Security Configuration button. The Security Configuration window appear. Figure 7-25: Security Configuration Window 6. Make ure that the etting are identical to thoe in the above window, in particular: The Allow Inbound, Allow Outbound and Enable XA Tranaction checkboxe mut be marked. The No Authentication Required radio button mut be elected. 7. Click OK. The My Computer Propertie window re-appear. Third Party Technical Guideline (C6) - 200 -
7: Microoft SQL Server Final Verification 8. Click OK. The DTC Conole Meage dialog box appear. Figure 7-26: Conole Meage 9. Click Ye. The following meage i iued: Figure 7-27: DTC Conole Meage NOTE: If the SQL Server i already intalled, you need to alo retart the SQL Server ervice. Final Verification In the econdary ite, execute the following query from the Query Analyzer: BEGIN TRANSACTION SELECT * FROM nice_rule_link.nice_admin.dbo.tblsctak COMMIT If there i an error in the output, there might be caue other than thoe that were dicued previouly in thi document, which reulted in the MSDTC failure. To check for other caue for MSDTC failure: 1. Acce the Tool folder of the NICE Application intallation, and elect the DTCPing utility. 2. In the Remote Server Name field, type the name or IP of the Mater Databae Server, a hown in the following illutration: Third Party Technical Guideline (C6) - 201 -
7: Microoft SQL Server Final Verification Figure 7-28: MSDTC Simulation V1.9 3. Click PING. The utility generate a log file with detailed information. Third Party Technical Guideline (C6) - 202 -
8 8: Microoft Security Bulletin Thi ection decribe Microoft ecurity bulletin. Content Patch Management Tool 204 Third Party Technical Guideline (C6) - 203 -
8: Microoft Security Bulletin Patch Management Tool Patch Management Tool DBM Error on Logger due to MS Security Patch KB921883 Product DBM Error on Logger Releae Synopi Thi ection decribe an iue a a reult of intalling a ecurity patch. General Decription Thi iue can occur either during a new Logger intallation, or after intalling the Microoft Security Patch on an exiting Logger. Thi can affect all Logger running on Microoft Window Server 2003 (HD, NCFIII, VoIP). The Microoft patch i KB 921883 (MS 06-040). Problem Symptom 1. During Logger tartup, the following meage can be een in the LogSrv window, a well a in the Logger log file (LogFile.dat): BUG: DBM: DBM.DLL: Exception EAcceViolation in module DBM.DLL at 00026ECD. Acce violation at addre 01266ECD in module 'DBM.DLL'. Write of addre 00 0 0 8/26/2006 6:48:07 AM BUG: DBM: DBM.DLL: MapFile Addre: 00025ECD 0 0 8/26/2006 6:48:07 AM 2. Immediately after thi, the window hang a hown below, and the Logger will not initialize. Third Party Technical Guideline (C6) - 204 -
8: Microoft Security Bulletin Reolution Figure 8-1: NICE Digital Logger Additional information of the iue from MS point of view can be found on MS ite: http://upport.microoft.com/kb/924054 Reolution Intall MS Hot-fix KB924054. Third Party Technical Guideline (C6) - 205 -
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9 9: Daylight Saving Time Thi ection provide the Microoft Daylight Saving Time (DST) update upported by NICE Sytem. For Microoft Daylight Saving Time configuration, ee the Maintenance Guide. Content Microoft Daylight Saving Time Update 208 Third Party Technical Guideline (C6) - 207 -
9: Daylight Saving Time Microoft Daylight Saving Time Update Microoft Daylight Saving Time Update The following table lit the Microoft Daylight Saving Time Update upported by NICE Sytem: Third Party Technical Guideline (C6) - 208 -
9: Daylight Saving Time Microoft Daylight Saving Time Update Microoft DST Update Supported in: Comment KB 928388 NICE Perform Releae 3.1 KB 929120 KB 933360 KB 942763 KB 951072 NICE Perform Releae 3.2 NICE Perform Releae 3.5 NICE Interaction Management 4.1 NICE Engage Platform 6.3 Approved KB 955839 KB 970653 KB 976098 KB 981793 KB 2158563 KB 2443685 KB 2570791 KB 2633952 KB 2756822 KB 2779562 KB 2863058 KB 2904266 KB 2922717 KB 2935092 KB 2974661 KB 2984350 KB 2967990 KB 2981580 KB 2998527T Third Party Technical Guideline (C6) - 209 -
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10 10: Antiviru Thi ection include intallation intruction and limitation for Antiviru product on client computer and logger. NOTE: The information in thi ection refer to oftware verion only. In addition, cutomer, buine partner, and ervice mut verify that the erver and Logger meet the minimum hardware requirement a defined by the third party oftware vendor. Content General Antiviru 212 McAfee 240 Third Party Technical Guideline (C6) - 211 -
10: Antiviru General Antiviru General Antiviru Antiviru Certification for NICE Product below Antiviru Certification for NICE Product Product Antiviru Certification for NICE Product Releae Synopi Thi ection include general intruction and limitation for Antiviru Certification for NICE Product, NICE Product and Antiviru Certification matrice, a well a procedure for intalling antiviru product on client computer and Logger. General Intruction A lit of general intruction follow: During the intallation of the antiviru oftware, all application and creen mut be cloed. The ame applie when upgrading the antiviru oftware. Scan and Live Update hould be cheduled to run in ytem idle time. Do not run Scan or Live Update during NICE oftware intallation. Alway et Scan Priority to Low. General Limitation To avoid playback, performance, and retention iue, the detination path of all Storage Unit mut be excluded from antiviru can. See the Sytem Adminitrator - Configuration Guide- for more information regarding etting up Storage Unit. When intalling an antiviru on a cluter, take the following guideline into account: Third Party Technical Guideline (C6) - 212 -
10: Antiviru McAfee epo The antiviru oftware hould be cluter-aware. An application i cluter-aware if it ha the following characteritic: It ue TCP/IP a a network protocol. It maintain data in a configurable location. It upport tranaction proceing. On the clutered erver, Microoft recommend excluding the following folder from antiviru canning: McAfee epo The path of the \mc folder on the quorum hard dik. For example, exclude the Q:\mc folder from viru canning. The %Sytemroot%\Cluter folder. The temp folder for the Cluter Service account. For example, exclude the \clutererviceaccount\local Setting\Temp folder from viru canning. McAfee epo 3.5 work with McAfee Antiviru 8.5/8.5i. McAfee epo 4.0 work with McAfee Antiviru 8.5/8.5i and 8.7/8.7i. McAfee epo 4.5 work with McAfee Antiviru 8.5i and 8.7. McAfee epo 4.6 work with McAfee Antiviru 8.5i, 8.7i and 8.8 McAfee epo 5.1 work with McAfee Antiviru 8.8 Make ure that when uing epo for Microoft patche update, the configured policy matche the NICE policy concerning Microoft Window update and Service pack. McAfee Make ure to clear the option to intall the McAfee firewall. Do not intall the firewall, a it would caue network problem. It i recommended to et the CPU Utilization for the On Demand Scan in McAfee AV to 10%. Third Party Technical Guideline (C6) - 213 -
10: Antiviru SEP The McAfee ViruScan verion 8.0 feature Buffer Overflow Protection doe not allow application to overflow the buffer, including the CLS Log Manager. Thi caue the Log Manager to write log (Channel erver, Call erver etc.) with a very long delay, or not write them at all. Therefore thi feature hould be diabled for all machine running CLS. See alo to TN0640 McAfee epo 3.5 and McAfee Antiviru Certification for NICE 8.80. McAfee Limitation: Memory Scan proce in McAfee 8.5/8.7 on ome TDM Logger can caue the ytem to crah with BSOD. Thi problem wa reolved in McAfee 8.7 Patch 3, and in later verion, but till exit in McAfee 8.5. SEP Do not ue verion earlier than McAfee 8.7 Patch 3 on erver with TDM Logger. NICE Product upport Symantec Endpoint Protection. In ome cae, SEP 12.1 and up can detect NICE or even Microoft binarie a malware and place them in the Quarantine folder. To prevent fale-poitive detection, follow the recommendation available in the Symantec white paper Sizing and Scalability Recommendation for Symantec Endpoint Protection (http://clientuikb.ymantec.com/reource/ite/business/content/taging/documentation/4000/doc4448/en_ US/1.0/Endpoint%20Protection%20Sizing%20and%20Scalability%20Bet%20Practice_%20v2.3.pdf). Exception can be added from within the Symantec Endpoint Protection Manager conole to provide fale-poitive mitigation on the client. For example, you can do the following: Exclude your domain from Inight detection. Third Party Technical Guideline (C6) - 214 -
10: Antiviru SEP Figure 10-1: Exception Window NOTE: You can elect Truted Web Domain, to add a Web domain to the exception policy. Add excluion or exception for critical file, folder, URL, and IP addree. NOTE: When you add exception, you can elect more than one application, file, URL, or IP addre at a time. A known-good application can appear in the Rik Log a a fale-poitive. You can configure log etting to allow the application and thereby prevent it from appearing in the Rik Log. Thi ame functionality i alo available in the SONAR Log. Third Party Technical Guideline (C6) - 215 -
10: Antiviru SEP Limitation Figure 10-2: Rik Log Window For more information, ee the Symantec Endpoint Protection and Symantec Network Acce Control Implementation Guide. SEP Limitation Starting with SEP (Symantec Endpoint Protection) verion 12.1.2 and up, the SEP firewall caue iue with Microoft Cluter etup and functionality. To avoid thi iue change the SEP etting to allow IP traffic. To change the SEP etting: 1. Open Symantec Endpoint Protection (SEP). Third Party Technical Guideline (C6) - 216 -
10: Antiviru SEP Limitation 2. In the left column, click Change Setting. The Change Setting area appear on the right. Third Party Technical Guideline (C6) - 217 -
10: Antiviru SEP Limitation 3. In the Network Threat Protection area, click Configure Setting. The Network Threat Protection Setting window appear. Third Party Technical Guideline (C6) - 218 -
10: Antiviru SEP Limitation Third Party Technical Guideline (C6) - 219 -
10: Antiviru Trend Micro 4. In the Firewall tab, in the Unmatched IP Traffic Setting area, elect Allow IP traffic. By default, Allow only application traffic i elected. 5. Click OK. 6. Retart your computer. Trend Micro Trend Micro AV require that the NICE erver belong to the ame domain. Sopho Sopho 9.5 exception with Web: Web Intelligence feature in Sopho 9.5 hould be diabled in cae Nice Perform configured with Active Directory authentication, ince it can caue crah of IE during login to Nice Perform with domain uer. Web Intelligence feature can be enabled in cae Nice Perform configured with Nice Authentication. Sopho Excluion: In a NICE Interaction Management 4.1 ite with Sopho antiviru deployed, before beginning to ue NDM to intall or update the ite, add pexec.exe to Excluion lit. Otherwie, it can caue a problem with running NDM Agent. (http://www.opho.com/en-u//threat-center/threat-analye/adware-and-pua/pexec.apx). Third Party Technical Guideline (C6) - 220 -
10: Antiviru NICE Product and Antiviru Certification Matrice NICE Product and Antiviru Certification Matrice Table 10-1: NICE Product and Antiviru Certification Matrix - Verion 8.90 NICE Product SAV_ SEP SEP McAfe McAfe McAfe McAfe McAfe McAfe Trend Trend Sopho Sopho Sopho 10.1.5.500 0 11.0 Clien t 11.0 Serve r e epo 3.5 e epo 4.0 e epo 4.5 e epo 4.6 e 8.5/8.5i e 8.7/8.7i Micro OfficeSca n 10 Micro OfficeSca n 10.5 7.6 9.0 9.5 TDM Logger VoIP Logger 9.0 1 9.0 6 9.0 7 9.1 0 Ye No No Ye Ye Ye Ye Ye Ye Ye Ye Ye No No Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye No Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye CLS 8.9 3 Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye NiceCall Focu III 8.9 0 No Ye Ye Ye Ye Ye Ye Ye Ye Ye No Ye Ye Ye NiceScree n Logger 8.9 Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Third Party Technical Guideline (C6) - 221 -
10: Antiviru NICE Product and Antiviru Certification Matrice Table 10-1: NICE Product and Antiviru Certification Matrix - Verion 8.90 (continued) NICE Product SAV_ SEP SEP McAfe McAfe McAfe McAfe McAfe McAfe Trend Trend Sopho Sopho Sopho 10.1.5.500 0 11.0 Clien t 11.0 Serve r e epo 3.5 e epo 4.0 e epo 4.5 e epo 4.6 e 8.5/8.5i e 8.7/8.7i Micro OfficeSca n 10 Micro OfficeSca n 10.5 7.6 9.0 9.5 Storage Center 8.9 Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Web App 8.9 Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye SNMP Manager 8.9 Ye No No No No No No No Ye No No Ye Ye Ye Note: Third-Party Software i approved per NICE product for all operating ytem certified by NICE. Table 10-2: NICE Product and Antiviru Certification Matrix - NICE Perform Releae 1, Releae 2, and Verion 9.09 NICE Product *SAV SEP SEP *McAfee *McAfee McAfee McAfee *TM Trend Trend 10.1 11.0 11.0 8.0i epo 3.5 epo 8.5 Server Micro Micro Client Server 4.5 Protect OfficeScan OfficeScan 5.5.8 7.3 8.0 TDM Logger 9.01 Ye No No Ye Ye Ye Ye Ye Ye Ye 9.06 Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Third Party Technical Guideline (C6) - 222 -
10: Antiviru NICE Product and Antiviru Certification Matrice Table 10-2: NICE Product and Antiviru Certification Matrix - NICE Perform Releae 1, Releae 2, and Verion 9.09 (continued) NICE Product *SAV SEP SEP *McAfee *McAfee McAfee McAfee *TM Trend Trend 10.1 11.0 11.0 8.0i epo 3.5 epo 8.5 Server Micro Micro Client Server 4.5 Protect OfficeScan OfficeScan 5.5.8 7.3 8.0 VoIP Logger 9.12 Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Interaction Server NiceScreen Logger Playback Server (incl. NICE Feedback) SNMP Manager (NMS) Storage Center Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Media Library Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Third Party Technical Guideline (C6) - 223 -
10: Antiviru NICE Product and Antiviru Certification Matrice Table 10-2: NICE Product and Antiviru Certification Matrix - NICE Perform Releae 1, Releae 2, and Verion 9.09 (continued) NICE Product *SAV SEP SEP *McAfee *McAfee McAfee McAfee *TM Trend Trend 10.1 11.0 11.0 8.0i epo 3.5 epo 8.5 Server Micro Micro Client Server 4.5 Protect OfficeScan OfficeScan 5.5.8 7.3 8.0 Application Server Audio Analyi ScreenSene Server Ye Ye Ye Ye Ye Ye Ye Ye Ye No Ye Ye Ye Ye Ye Ye Ye Ye Ye No Ye Ye Ye Ye Ye Ye Ye Ye Ye No Reporter Ye Ye Ye Ye Ye Ye Ye Ye Ye No Databae Server Ye Ye Ye Ye Ye Ye Ye Ye Ye No * Thi antiviru wa certified for NICE Perform Releae 1 and NICE Perform Releae 2 NOTE: Third-Party Software i approved per NICE product for all operating ytem certified by NICE. Third Party Technical Guideline (C6) - 224 -
10: Antiviru NICE Product and Antiviru Certification Matrice Table 10-3: NICE Product and Antiviru Certification Matrix - NICE Perform Releae 3, SP3 and Higher NICE Product *SAV 10.1.5. 5000 SE P 11.00 Cli ent SE P 11 Ser ver S E P 12 1 Mc Afe e epo 3.5 Mc Afe e epo 4.0 Mc Afe e epo 4.5 Mc Afe e epo 4.6 Mc Afe e 8.5/ 8.5i Mc Afe e 8.7/ 8.7i Mc Afe e 8.8/ 8.8i Trend Micro Office Scan 8.0 Trend Micro Office Scan 10 Trend Micro Office Scan 10.5 Trend Micro Office Scan 10.6 Sop ho 7.6 Sop ho 9.0 Sop ho 9.5 Sop ho 9.7 Sop ho 10 Sop ho 10.2 TDM 9.0 Ye No No Y Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye No No No Ye Ye Logger 1 e 9.0 Ye Ye Ye Y Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye No Ye Ye 6 e 9.0 Ye Ye Ye Y Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye No Ye Ye 7 e 9.4 Ye Ye Ye Y Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye No Ye Ye e 1 Third Party Technical Guideline (C6) - 225 -
10: Antiviru NICE Product and Antiviru Certification Matrice Table 10-3: NICE Product and Antiviru Certification Matrix - NICE Perform Releae 3, SP3 and Higher (continued) NICE Product *SAV 10.1.5. 5000 SE P 11.00 Cli ent SE P 11 Ser ver S E P 12 1 Mc Afe e epo 3.5 Mc Afe e epo 4.0 Mc Afe e epo 4.5 Mc Afe e epo 4.6 Mc Afe e 8.5/ 8.5i Mc Afe e 8.7/ 8.7i Mc Afe e 8.8/ 8.8i Trend Micro Office Scan 8.0 Trend Micro Office Scan 10 Trend Micro Office Scan 10.5 Trend Micro Office Scan 10.6 Sop ho 7.6 Sop ho 9.0 Sop ho 9.5 Sop ho 9.7 Sop ho 10 Sop ho 10.2 VoIP 9.1 Ye Ye Ye Y Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Logger 0 e 9.1 Ye Ye Ye Y Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye 2 e 10. Ye Ye Ye Y Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye 0 e Interaction Rel Ye Ye Ye Y Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Server 3 e SP3 and abo ve 1 Third Party Technical Guideline (C6) - 226 -
10: Antiviru NICE Product and Antiviru Certification Matrice Table 10-3: NICE Product and Antiviru Certification Matrix - NICE Perform Releae 3, SP3 and Higher (continued) NICE Product *SAV 10.1.5. 5000 SE P 11.00 Cli ent SE P 11 Ser ver S E P 12 1 Mc Afe e epo 3.5 Mc Afe e epo 4.0 Mc Afe e epo 4.5 Mc Afe e epo 4.6 Mc Afe e 8.5/ 8.5i Mc Afe e 8.7/ 8.7i Mc Afe e 8.8/ 8.8i Trend Micro Office Scan 8.0 Trend Micro Office Scan 10 Trend Micro Office Scan 10.5 Trend Micro Office Scan 10.6 Sop ho 7.6 Sop ho 9.0 Sop ho 9.5 Sop ho 9.7 Sop ho 10 Sop ho 10.2 NiceScree Rel Ye Ye Ye Y Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye n Logger 3 e SP3 and abo ve Playback Rel Ye Ye Ye Y Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Server / 3 e Telephony SP3 Service Server (incl. NICE Feedbac and abo ve k) 1 Third Party Technical Guideline (C6) - 227 -
10: Antiviru NICE Product and Antiviru Certification Matrice Table 10-3: NICE Product and Antiviru Certification Matrix - NICE Perform Releae 3, SP3 and Higher (continued) NICE Product *SAV 10.1.5. 5000 SE P 11.00 Cli ent SE P 11 Ser ver S E P 12 1 Mc Afe e epo 3.5 Mc Afe e epo 4.0 Mc Afe e epo 4.5 Mc Afe e epo 4.6 Mc Afe e 8.5/ 8.5i Mc Afe e 8.7/ 8.7i Mc Afe e 8.8/ 8.8i Trend Micro Office Scan 8.0 Trend Micro Office Scan 10 Trend Micro Office Scan 10.5 Trend Micro Office Scan 10.6 Sop ho 7.6 Sop ho 9.0 Sop ho 9.5 Sop ho 9.7 Sop ho 10 Sop ho 10.2 NMS Rel 3 SP 3 an d ab ov e Ye Y e Ye Y e Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye 1 Third Party Technical Guideline (C6) - 228 -
10: Antiviru NICE Product and Antiviru Certification Matrice Table 10-3: NICE Product and Antiviru Certification Matrix - NICE Perform Releae 3, SP3 and Higher (continued) NICE Product *SAV 10.1.5. 5000 SE P 11.00 Cli ent SE P 11 Ser ver S E P 12 1 Mc Afe e epo 3.5 Mc Afe e epo 4.0 Mc Afe e epo 4.5 Mc Afe e epo 4.6 Mc Afe e 8.5/ 8.5i Mc Afe e 8.7/ 8.7i Mc Afe e 8.8/ 8.8i Trend Micro Office Scan 8.0 Trend Micro Office Scan 10 Trend Micro Office Scan 10.5 Trend Micro Office Scan 10.6 Sop ho 7.6 Sop ho 9.0 Sop ho 9.5 Sop ho 9.7 Sop ho 10 Sop ho 10.2 Storage Center Rel 3 SP 3 an d ab ov e Ye Y e Ye Y e Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye 1 Third Party Technical Guideline (C6) - 229 -
10: Antiviru NICE Product and Antiviru Certification Matrice Table 10-3: NICE Product and Antiviru Certification Matrix - NICE Perform Releae 3, SP3 and Higher (continued) NICE Product *SAV 10.1.5. 5000 SE P 11.00 Cli ent SE P 11 Ser ver S E P 12 1 Mc Afe e epo 3.5 Mc Afe e epo 4.0 Mc Afe e epo 4.5 Mc Afe e epo 4.6 Mc Afe e 8.5/ 8.5i Mc Afe e 8.7/ 8.7i Mc Afe e 8.8/ 8.8i Trend Micro Office Scan 8.0 Trend Micro Office Scan 10 Trend Micro Office Scan 10.5 Trend Micro Office Scan 10.6 Sop ho 7.6 Sop ho 9.0 Sop ho 9.5 Sop ho 9.7 Sop ho 10 Sop ho 10.2 Media Library Rel 3 SP 3 an d ab ov e Ye Y e Ye Y e Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye 1 Third Party Technical Guideline (C6) - 230 -
10: Antiviru NICE Product and Antiviru Certification Matrice Table 10-3: NICE Product and Antiviru Certification Matrix - NICE Perform Releae 3, SP3 and Higher (continued) NICE Product *SAV 10.1.5. 5000 SE P 11.00 Cli ent SE P 11 Ser ver S E P 12 1 Mc Afe e epo 3.5 Mc Afe e epo 4.0 Mc Afe e epo 4.5 Mc Afe e epo 4.6 Mc Afe e 8.5/ 8.5i Mc Afe e 8.7/ 8.7i Mc Afe e 8.8/ 8.8i Trend Micro Office Scan 8.0 Trend Micro Office Scan 10 Trend Micro Office Scan 10.5 Trend Micro Office Scan 10.6 Sop ho 7.6 Sop ho 9.0 Sop ho 9.5 Sop ho 9.7 Sop ho 10 Sop ho 10.2 Applicat ion Server Rel 3 SP 3 an d ab ov e Ye Y e Ye Y e Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye 1 Third Party Technical Guideline (C6) - 231 -
10: Antiviru NICE Product and Antiviru Certification Matrice Table 10-3: NICE Product and Antiviru Certification Matrix - NICE Perform Releae 3, SP3 and Higher (continued) NICE Product *SAV 10.1.5. 5000 SE P 11.00 Cli ent SE P 11 Ser ver S E P 12 1 Mc Afe e epo 3.5 Mc Afe e epo 4.0 Mc Afe e epo 4.5 Mc Afe e epo 4.6 Mc Afe e 8.5/ 8.5i Mc Afe e 8.7/ 8.7i Mc Afe e 8.8/ 8.8i Trend Micro Office Scan 8.0 Trend Micro Office Scan 10 Trend Micro Office Scan 10.5 Trend Micro Office Scan 10.6 Sop ho 7.6 Sop ho 9.0 Sop ho 9.5 Sop ho 9.7 Sop ho 10 Sop ho 10.2 Audio Analyi Server Rel 3 SP 3 an d ab ov e Ye Y e Ye Y e Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye 1 Third Party Technical Guideline (C6) - 232 -
10: Antiviru NICE Product and Antiviru Certification Matrice Table 10-3: NICE Product and Antiviru Certification Matrix - NICE Perform Releae 3, SP3 and Higher (continued) NICE Product *SAV 10.1.5. 5000 SE P 11.00 Cli ent SE P 11 Ser ver S E P 12 1 Mc Afe e epo 3.5 Mc Afe e epo 4.0 Mc Afe e epo 4.5 Mc Afe e epo 4.6 Mc Afe e 8.5/ 8.5i Mc Afe e 8.7/ 8.7i Mc Afe e 8.8/ 8.8i Trend Micro Office Scan 8.0 Trend Micro Office Scan 10 Trend Micro Office Scan 10.5 Trend Micro Office Scan 10.6 Sop ho 7.6 Sop ho 9.0 Sop ho 9.5 Sop ho 9.7 Sop ho 10 Sop ho 10.2 Screen Sene Server Rel 3 SP 3 an d ab ov e Ye Y e Ye Y e Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye 1 Third Party Technical Guideline (C6) - 233 -
10: Antiviru NICE Product and Antiviru Certification Matrice Table 10-3: NICE Product and Antiviru Certification Matrix - NICE Perform Releae 3, SP3 and Higher (continued) NICE Product *SAV 10.1.5. 5000 SE P 11.00 Cli ent SE P 11 Ser ver S E P 12 1 Mc Afe e epo 3.5 Mc Afe e epo 4.0 Mc Afe e epo 4.5 Mc Afe e epo 4.6 Mc Afe e 8.5/ 8.5i Mc Afe e 8.7/ 8.7i Mc Afe e 8.8/ 8.8i Trend Micro Office Scan 8.0 Trend Micro Office Scan 10 Trend Micro Office Scan 10.5 Trend Micro Office Scan 10.6 Sop ho 7.6 Sop ho 9.0 Sop ho 9.5 Sop ho 9.7 Sop ho 10 Sop ho 10.2 Reporter Rel 3 SP 3 an d ab ov e Ye Y e Ye Y e Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye 1 Third Party Technical Guideline (C6) - 234 -
10: Antiviru NICE Product and Antiviru Certification Matrice Table 10-3: NICE Product and Antiviru Certification Matrix - NICE Perform Releae 3, SP3 and Higher (continued) NICE Product *SAV 10.1.5. 5000 SE P 11.00 Cli ent SE P 11 Ser ver S E P 12 1 Mc Afe e epo 3.5 Mc Afe e epo 4.0 Mc Afe e epo 4.5 Mc Afe e epo 4.6 Mc Afe e 8.5/ 8.5i Mc Afe e 8.7/ 8.7i Mc Afe e 8.8/ 8.8i Trend Micro Office Scan 8.0 Trend Micro Office Scan 10 Trend Micro Office Scan 10.5 Trend Micro Office Scan 10.6 Sop ho 7.6 Sop ho 9.0 Sop ho 9.5 Sop ho 9.7 Sop ho 10 Sop ho 10.2 Databa e Server Rel 3 SP 3 an d ab ov e Ye Y e Ye Y e Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Sentinel Rel 3.1 an d ab ov e Ye Y e Ye Y e Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye Ye * In ome cae SEP 12 can detect NICE binarie a a potential ecurity rik. For further detail, ee SEP on page 1. 1 Third Party Technical Guideline (C6) - 235 -
10: Antiviru NICE Product and Antiviru Certification Matrice NOTE: Third-Party Software i approved per NICE product for all operating ytem certified by NICE. Table 10-4: NICE Product and Antiviru Certification Matrix - NICE Interaction Management 4.1 NICE Product SEP SEP 12.0 - McAfee epo McAfee McAfee Trend Micro Trend Micro Sopho Sopho 11.00 12.1.5 4.0/4.5/4.6 epo 5.1 8.7/8.8 OfficeScan OfficeScan 11 9.5/9.7 10/10.2/10.3 10/10.5/10.6 TDM Logger Y Y Y Y Y Y Y Y Y VoIP Logger Y Y Y Y Y Y Y Y Y Interaction Server Y Y Y Y Y Y Y Y Y NiceScreen Logger Y Y Y Y Y Y Y Y Y Playback Server / Telephony Service Server (incl. NICE Feedback) Y Y Y Y Y Y Y Y Y NMS Y Y Y Y Y Y Y Y Y Storage Center Y Y Y Y Y Y Y Y Y Media Library Y Y Y Y Y Y Y Y Y Application Server Y Y Y Y Y Y Y Y Y Audio Analyi Server Y Y Y Y Y Y Y Y Y Third Party Technical Guideline (C6) - 236 -
10: Antiviru NICE Product and Antiviru Certification Matrice Table 10-4: NICE Product and Antiviru Certification Matrix - NICE Interaction Management 4.1 (continued) NICE Product SEP SEP 12.0 - McAfee epo McAfee McAfee Trend Micro Trend Micro Sopho Sopho 11.00 12.1.5 4.0/4.5/4.6 epo 5.1 8.7/8.8 OfficeScan OfficeScan 11 9.5/9.7 10/10.2/10.3 10/10.5/10.6 ScreenSene Server Y Y Y Y Y Y Y Y Y Reporter Y Y Y Y Y Y Y Y Y Databae Server Y Y Y Y Y Y Y Y Y Sentinel Y Y Y Y Y Y Y Y Y * In ome cae SEP 12 can detect NICE binarie a a potential ecurity rik. For further detail, ee SEP on page 1. Table 10-5: NICE Product and Antiviru Certification Matrix - NICE Engage Platform 6.3 NICE Product SEP SEP SEP 12.1- McAfee 8.7 McAfee 8.8 McAfee Trend Micro Tend Micro Sopho 10 Sopho 11.00 12 12.1.4 EPO 4.6 10.6 11 10.3 TDM Logger Y Y Y Y Y Y Y Y Y Y VoIP Logger Y Y Y Y Y Y Y Y Y Y Interaction Server Y Y Y Y Y Y Y Y Y Y NiceScreen Logger Y Y Y Y Y Y Y Y Y Y Third Party Technical Guideline (C6) - 237 -
10: Antiviru NICE Product and Antiviru Certification Matrice Table 10-5: NICE Product and Antiviru Certification Matrix - NICE Engage Platform 6.3 (continued) NICE Product SEP SEP SEP 12.1- McAfee 8.7 McAfee 8.8 McAfee Trend Micro Tend Micro Sopho 10 Sopho 11.00 12 12.1.4 EPO 4.6 10.6 11 10.3 Playback Server / Telephony Service Server (incl. NICE Feedback) Y Y Y Y Y Y Y Y Y Y NMS Y Y Y Y Y Y Y Y Y Y Storage Center Y Y Y Y Y Y Y Y Y Y Media Library Y Y Y Y Y Y Y Y Y Y Application Server Y Y Y Y Y Y Y Y Y Y Audio Analyi Server Y Y Y Y Y Y Y Y Y Y ScreenSene Server Y Y Y Y Y Y Y Y Y Y Reporter Y Y Y Y Y Y Y Y Y Y Databae Server Y Y Y Y Y Y Y Y Y Y Sentinel Y Y Y Y Y Y Y Y Y Y RTA - Enrollment Engine Y Y Y Y Y Y Y Y Y Y RTA - RTVA, Authentication Engine Y Y Y Y Y Y Y Y Y Y Third Party Technical Guideline (C6) - 238 -
10: Antiviru NICE Product and Antiviru Certification Matrice Table 10-5: NICE Product and Antiviru Certification Matrix - NICE Engage Platform 6.3 (continued) NICE Product SEP SEP SEP 12.1- McAfee 8.7 McAfee 8.8 McAfee Trend Micro Tend Micro Sopho 10 Sopho 11.00 12 12.1.4 EPO 4.6 10.6 11 10.3 RTA - Authentication and Fraud Engine (Nuance) audio folder Y Y Y Y Y Y Y Y Y Y RTA - RTIM Y Y Y Y Y Y Y Y Y Y RTA - ITIC Y Y Y Y Y Y Y Y Y Y Advanced Interaction Recorder Y Y Y Y Y Y Y Y Y Y * In ome cae SEP 12 can detect NICE binarie a a potential ecurity rik. For further detail, ee SEP on page 1. Third Party Technical Guideline (C6) - 239 -
10: Antiviru McAfee McAfee McAfee epo 3.5 and McAfee Antiviru 8.0 Certification for NICE 8.80 Product Antiviru Certification Releae Synopi Thi ection diplay the procedure for McAfee epo 3.5 and McAfee Antiviru 8.0 Certification for NICE 8.80. NOTE: *Nice Perform certification include the following component: Interaction Server, PBS, SNMP Manager, Storage Center, Application Server, Audio Analyi Purpoe and Scope Thi ection ummarize the certification that wa performed for NICE 8.80 recording ytem when uing McAfee 8.0 and EPO erver 3.5 client. Third Party Technical Guideline (C6) - 240 -
10: Antiviru NICE Server NICE Server Table 10-6: NICE Server Server NICE Verion CPU RAM OS + SP NiceLog 8.80 SP8 233MHz 256MB Window 2000 Profeional + SP4 CLS 8.80 (Core SP3, Integration SP3) 2.4 GHz 512MB Window 2000 Server + SP4 Storage Center 8.80 SP5 800MHz 256MB Window 2000 Profeional + SP4 Web Server 8.80 SP6 2.4 GHz 1GB Window 2000 Server + SP4 Tet Decription Running the EPO Tak 1. When the Logger i in reting tate - no call recorded and no call are archived, tart EPO tak, then run recording ytem. 2. When the Logger i under high load (all call are recorded and archived), then begin with EPO tak. In both cenario, pecify the EPO utilization that will keep all recording and archiving function with no error and/or exception. Third Party Technical Guideline (C6) - 241 -
10: Antiviru Tet Decription Table 10-7: EPO Tak Tet Tet Decription Tet Reult Performance for CPU and memory Pre-EPO tet Verify that in the pecified ytem load, all call are being recorded with no error/exception, prior to EPO tak run SC archiving with default 10 connection caued high CommManager CPU. A a reult, Logger failed to record by CLS command, and many call entered with exception (#8, 12 and 17) To enable good Logger recording performance, we reduced the amount of SC connection to 3. Per connection, 2000-3000 file are being archived (per hour) SC archiving only, take about 30-40% CommManager CPU on the Logger Third Party Technical Guideline (C6) - 242 -
10: Antiviru Tet Decription Table 10-7: EPO Tak (continued) Tet Tet Decription Tet Reult Performance for CPU and memory Simulate recording problem During ytem running with it pecified performance, Running the EPO tak in 100% utilization When running the EPO tak in 100% utilization the Logger did not record any call, motly with exception 8 ( unpecified error in Logger ) Scan32 take almot 100% CPU CommManager i almot on 0% CPU All call entered with exception 8. Reduce EPO Utilization to 30% When running the epo tak on 30% utilization the logger continued to function with no error. All call are inerted to DB with Recorded Ye and Statu OK Voice i archived to Storage Center. Storage Center archiving tak take about 30% CommManager CPU in the Logger. CLS paue-reume recording command take about 30% CommManager CPU in the Logger. Running the EPO tak for an hour all call were recorded in tatu OK Third Party Technical Guideline (C6) - 243 -
10: Antiviru Tet Decription Table 10-7: EPO Tak (continued) Tet Tet Decription Tet Reult Performance for CPU and memory Run EPO Utilization 50% Set CommManager ervice from Tak Manager to Real Time priority Run ame tet a #3, but with higher (50%) utilization We expect to conclude if the proce Priority definition i effective for the CommManager, in a way it keep it required CPU, while EPO erver tak are not harmed (=not diplay error or top running) All call were recorded with tatu OK Logger run with high CPU (not recommended in the long term) Functionality tet on McAfee erver Certify functional action with erver that are intalled with McAfee 8.0 Paed uccefully, to review the tet and action repone time. See attached tet report (eparate) Remark and Note 1. DAT update doe not have Utilization etting option, it doe not affect the performance; the mot conuming-reource tak i the Scan. Third Party Technical Guideline (C6) - 244 -
10: Antiviru Concluion 2. Enforcing the EPO tak caued after a few hour of high load, the logger CPU time rie dramatically to around 95%. At thi point the entire machine hang, the logger doen t tart unle the McAfee i diabled. When diabling the McAfee the logger manage to tart, however the CPU of the machine remain very high. 3. From thi, we conclude that it i recommended to et the CommManager priority to Real Time in the Tak Manager. Concluion The parameter affecting recording performance and recommendation: a. CommManager priority: It i highly recommended to et the ComMngr proce of the logger at the highet priority (real-time), to prevent the proce of the EPO taking all of the CPU and thu preventing the logger from running during the execution of the epo tak. (Note: Priority revert back to Normal after machine retart). b. The number of open connection from the Storage Center to the logger; It i recommended to lower the number of connection from the default 10, to decreae the load on the logger. We found that 3 wa the optimal olution for the above mentioned etting. With more open connection, about 50% of the call were not recorded (regardle EPO) due to exception 8. c. The Viru Scan tak hould run in utilization lower than 100% to enable the logger to keep functioning during the can. In our etting it wa found that 30% utilization didn t interrupt the logger performance. We do not recommend a higher utilization than thi. NOTE: VoIP and PCI logger running on Window 2000 are approved to ue epo 3.5. Thi i baed on the following fact: PCI Logger and VoIP logger ue a tronger CPU Certification for Window 2000 ISA baed logger ha been completed. Troublehooting Problem When updating the McAfee antiviru oftware, the logger capture card top receiving interaction, reulting in a Fatal error meage. Third Party Technical Guideline (C6) - 245 -
10: Antiviru Troublehooting Solution To troublehoot, do the following 1. Navigate to Start, and then elect Run. The Run window appear. Figure 10-3: Run Window 2. In the Open field, enter regedit, and click OK. The Regitry Editor appear. Third Party Technical Guideline (C6) - 246 -
10: Antiviru Troublehooting Figure 10-4: Regitry Editor Window 3. Navigate to HKEY_LOCAL_MACHINE > SOFTWARE > Network Aociate > TVD > Shared Component > Framework. Third Party Technical Guideline (C6) - 247 -
10: Antiviru Troublehooting Figure 10-5: New Menu- DWORD Value 4. In the right-hand pane, right-click in the empty pace, and elect New > DWORD Value. A new regitry key appear. Figure 10-6: Regitry Editor Window 5. Change the name to LowerWorkingThreadPriority, and pre Enter. The new file name LowerWorkingThreadPriority i reflected. Third Party Technical Guideline (C6) - 248 -
10: Antiviru Troublehooting Figure 10-7: Modify Window 6. Right-click LowerWorkingThreadPriority, and elect Modify. The Edit DWORD Value window appear. Figure 10-8: Edit DWORD Value Window 7. In the Value data field, enter 1, and click OK. 8. Exit the regitry. Third Party Technical Guideline (C6) - 249 -
10: Antiviru Troublehooting 9. Retart the McAfee Framework Service: a. Navigate to Start > Run. b. Enter Service.mc. c. Click OK. The McAfee Framework Service window appear. Third Party Technical Guideline (C6) - 250 -
10: Antiviru Troublehooting Figure 10-9: McAfee Framework Service Window There i no need to retart the logger in the above proce. For more information, ee http://kc.mcafee.com/corporate/index?page=content&id=kb53690&pmv=print. Third Party Technical Guideline (C6) - 251 -
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11 11: Remote Dektop Connection Thi ection include Remote Dektop Connection related iue. Content PcAnywhere 254 Microoft Remote Dektop Connection 256 Third Party Technical Guideline (C6) - 253 -
11: Remote Dektop Connection PcAnywhere PcAnywhere Symantec pcanywhere 11 Compatibility Product Symantec pcanywhere 11 compatability Releae Synopi Symantec pcanywhere 11 compatibility i determined by the operating ytem running on the machine. To enure proper ytem functionality, you mut intall the appropriate Symantec pcanywhere 11 ubverion on each NICE erver intalled at the ite. The following table lit the pcanywhere ubverion that mut be intalled on NICE erver. Important! Enure that you intall the correct ubverion on your NICE machine! Table 11-1: PC Anywhere Subeion Intalled on NICE Server pcanywhere 11.0.0 (build 730) pcanywhere 11.0.1 (build 764) Window 2000 Pro Ye No Window 2000 Server Ye No Window 2003 Standard/Appliance Edition No Ye WinXP Pro No Ye NICE Product Certified to Work with pcanywhere 12 Product NICE Product Certified to Work with pcanywhere 12 Releae Synopi Verion 8.9 and NICE Perform Thi ection contain lit of the NICE product that are certified to work with pcanywhere 12. Third Party Technical Guideline (C6) - 254 -
11: Remote Dektop Connection General Decription General Decription The NICE product that are certified to work with pcanywhere 12 (remote olution) are lited below. Verion 8.9 Product The following Verion 8.9 product are certified to work with pcanywhere 12. Table 11-2: Verion 8.9 Product NICE Component NiceLog Logger NiceUnivere Web Application NiceCLS NICE Storage Center NiceScreen Logger SNMP Manager Operating Sytem Window Server 2003 SP1 Window Server 2003 SE SP1 Window Server 2003 SE SP1 Window Server 2003 SE SP1 Window Server 2003 SE SP1 Window Server 2003 SE SP1 NICE Perform Product The following NICE Perform product are certified to work with pcanywhere 12. Table 11-3: NICE Perform Product NICE Component Voice Logger CLS NICE Storage Center NiceScreen Logger Media Library Audio Analyi Application Server Databae Server Operating Sytem Window Server 2003 SE SP1 Window Server 2003 SE SP1 Window Server 2003 SE SP1 Window Server 2003 SE SP1 Window Server 2003 SE SP1 Window Server 2003 SE SP1 Window Server 2003 SE SP1 Window Server 2003 SE SP1 Third Party Technical Guideline (C6) - 255 -
11: Remote Dektop Connection Microoft Remote Dektop Connection Microoft Remote Dektop Connection Remote Connection Certification for NICE Product Product NICE Product Releae Synopi Thi ection lit remote connection oftware certified with NICE product. NICE Product and Relevant Remote Connection Certification The following table provide lit of NICE product and the relevant remote connection certification for thee product. Table 11-4: Remote Connection Certification for NICE Product NICE Product Verion PC Anywhere 11.5* PC Anywhere 12.0 Remote Dektop Protocol 6.0/6.1/ 7.0/7.1** VNC Server 4.0 TDM Logger 9.01 Ye Ye Ye Ye 9.06 Ye Ye Ye No VoIP Logger 9.10 No No Ye No NiceCLS 8.93 Ye Ye Ye Ye NiceCall Focu III 8.90 Ye Ye Ye No NiceScreen Logger 8.9 Ye Ye Ye Ye NICE Storage Center 8.9 Ye Ye Ye Ye Web Application 8.9 Ye Ye Ye Ye SNMP Manager 8.9 Ye Ye Ye Ye Third Party Technical Guideline (C6) - 256 -
11: Remote Dektop Connection NICE Product and Relevant Remote Connection Certification NOTE: All NICE Product run on Microoft Window Server 2003/2008 (ee the relevant Certified Server Guide), except NiceCall Focu III (NCF III), which run on Microoft Window XP Profeional SP2. Table 11-5: NICE Product - NICE Perform Releae I, II, 9.09, 3, and 3.1 NICE Product Verion PC Anywhere 11.5* PC Anywhere 12.0 PC Anywhere 12.1**** Remote Dektop Protocol 6.0/6.1/7.0/7.1** VNC Server 4.0 *** TDM Logger 9.01 Ye Ye Ye Ye No 9.06 Ye Ye Ye Ye No VoIP Logger 9.12 Ye Ye Ye Ye No NICE Interaction Center NiceScreen Logger Ye Ye Ye Ye No Ye Ye Ye Ye No Playback Server Ye Ye Ye Ye No SNMP Manager (NMS) NICE Storage Center Ye Ye Ye Ye No Ye Ye Ye Ye No Media Library Ye Ye Ye Ye No Application Server Audio Analyi Server ScreenSene Server Ye Ye Ye Ye No Ye Ye Ye Ye No Ye Ye Ye Ye No Reporter Ye Ye Ye Ye No Third Party Technical Guideline (C6) - 257 -
11: Remote Dektop Connection Enabling Remote Connection on Microoft Window Server 2003 Table 11-5: NICE Product - NICE Perform Releae I, II, 9.09, 3, and 3.1 (continued) NICE Product Verion PC Anywhere 11.5* PC Anywhere 12.0 PC Anywhere 12.1**** Remote Dektop Protocol 6.0/6.1/7.0/7.1** VNC Server 4.0 *** Databae Server Ye Ye Ye Ye No * To verify compliance of older verion of PCAnywhere, ee PcAnywhere on page 1. ** Microoft Window Remote Dektop Protocol (RDP) - Conole Mode (ue Conole/Admin witch: RDP 6.0: Conole witch RDP 6.1 and higher: Admin witch *** Virtual Network Computing (VNC) upport in NICE Perform i commitment-baed. NOTE: All NICE Product run on Microoft Window Server 2003/2008 (ee the relevant Certified Server Guide). Enabling Remote Connection on Microoft Window Server 2003 To enable Remote Connection in Microoft Window Server 2003: 1. Start the Terminal Service ervice. 2. Right-click My Computer, and elect Propertie. 3. Click the Remote tab. Third Party Technical Guideline (C6) - 258 -
11: Remote Dektop Connection Enabling Remote Connection on Microoft Window Server 2008 Figure 11-1: Sytem Propertie - Remote Tab (2003) 4. Select Allow uer to connect remotely to thi computer. 5. Click OK. Enabling Remote Connection on Microoft Window Server 2008 To enable Remote Connection Microoft Window Server 2008: 1. Start the Terminal Service ervice. NOTE: In Microoft Window Server 2008 R2, Terminal Service are called Remote Dektop Service. 2. Right-click Computer, and elect Propertie. Third Party Technical Guideline (C6) - 259 -
11: Remote Dektop Connection Enabling Remote Connection on Microoft Window Server 2008 Figure 11-2: Sytem Window (2008) 3. Click Remote Setting. Third Party Technical Guideline (C6) - 260 -
11: Remote Dektop Connection Remote Dektop Recommendation Figure 11-3: Sytem Propertie Window - Remote Tab (2008) 4. In the Remote tab, elect Allow connection from computer running any verion of Remote Dektop (le ecure). 5. Click OK. Remote Dektop Recommendation To acce the logger through VPN, acce the erver that connect to the logger on the LAN. Cloe any RDP eion when done (click ), or ue the traditional logoff function. In environment where the network between the RDP client to erver i not table, or when working with VPN that may diconnect due to inactivity timeout, do not leave an RDP eion open when not needed. Acce the logger with Conole Mode. If the network diconnect during the RDP eion, cloe the eion and reconnect again. Verify that there i no problem with IPCapture; if there i a problem, retart IPCapture. Third Party Technical Guideline (C6) - 261 -
11: Remote Dektop Connection Remote Dektop Limitation Remote Dektop Limitation NOTE: The Conole Mode for Microoft Window Remote Dektop Protocol ha different witch name, depending on the RDP verion: RDP 6.0: Conole witch RDP 6.1 and higher: Admin witch The following limitation apply to remote dektop: Only Conole mode i upported. When you ue remote dektop in Conole mode, only one uer can connect to the erver at any one time. Once a uer connect to the erver, all other open eion to that erver are cloed. Once a uer connect to the erver, no one ele can view the eion. However, when working with PCAnywhere, the uer can ee the action performed by the intaller or technician. Port Ued in the Remote Connection The following table lit the port that mut be opened when working under Microoft Window Server 2003 with the Firewall enabled. Table 11-6: Lit of Port Service TCP UDP Comment PCA 22 22 PCA 5631 PCAnywheredata PCA 5632 5632 PCAnywheretat PCA 65301 VNC 5900 RDP 3389 PCA - PCAnywhere RDP - Remote Dektop Protocol VNC - Virtual Network Computing Third Party Technical Guideline (C6) - 262 -
11: Remote Dektop Connection RDP (Remote Dektop Protocol) Delay Solution RDP (Remote Dektop Protocol) Delay Solution Product RDP (Remote Dektop Protocol) Releae Synopi Thi ection provide information regarding an RDP (Remote Dektop Protocol) delay iue and it olution. Symptom When connecting to a machine uing RDP (Remote Dektop Protocol), a eriou delay could occur both on the client ide (conole "freeze") and on the erver ide (procee hang). A a reult, crucial procee (for example, IP Capture proce on the VoIP Logger) will face unexpected ituation due to not receiving the neceary reource. Caue There are everal different parameter and ytem configuration that could caue uch delay. Some are related to the network configuration and other to the RDP verion intalled on either the client or the erver. 1. The order of Network Provider in the regitry could be incorrect. The key to be elected i HKEY_ LOCAL_MACHINE\SYSTEM\CurrentControlSet\Control\NetworkProvider\Ord er. The default order i "RDPNP,LanmanWorktation,WebClient". Note that in Vita client (prior to SP1) there i a bug and the order i not a tated above (when intalling Vita SP1 from a clean intallation thi bug i fixed). RDPNP hould be the firt provider in the lit (before the LanmanWorktation). 2. In RDP verion 6.0, a network query i launched during the connection attempt (which doe not happen in RDP verion 5.x). If a WINS erver i configured on the client, and thi erver doe not repond, the query will time out. A a reult, the erver wait for a repone from the client and thi caue the ymptom a decribed above. Solution In general, the Remote Dektop Connection could affect both the client and the erver, cauing delay and proce tarvation. Verify the following to olve the delay: 1. The regitry key tated above (HKEY_LOCAL_ MACHINE\SYSTEM\CurrentControlSet\Control\NetworkProvider\Ord er) i et to the default order ("RDPNP,LanmanWorktation,WebClient"). 2. If uing RDP verion 6.0 make ure all network configuration (for example, WINS erver) are available. Third Party Technical Guideline (C6) - 263 -
11: Remote Dektop Connection Remote Dektop- Remote Connection Conole Mode for NICE 8.90 Remote Dektop- Remote Connection Conole Mode for NICE 8.90 Product Remote Dektop Releae Synopi Thi ection diplay the procedure for Remote Dektop- Remote Connection. Thi ection pecifie the upport and approval of Remote Connection Remote Dektop Conole mode on NICE 8.90 ytem. Environment NICE Sytem Component Table 11-7: Supported Product NICE Product OS Verion Voice Logger Window 2003 (Enterprie, Appliance) SP1 ISA 8.91 SP1 PCI 9.01 SP7 Web Application (Univere) Window 2003 SE SP1 8.80 SP6 CLS Window 2003 SE SP1 8.90 SP4 Storage Center Window 2003 SE SP1 8.90 SP2 Screen Logger Window 2003 SE SP1 8.80 SP3 SNMP Manager Window 2003 SE SP1 2.02 SP5 Client (Screen Agent and Dektop Application) Window 2000 Pro SP4 Intallation Intruction Remote Dektop Solution To intall Remote Dektop Solution: 1. Intall the NICE erver and client. 2. Remove other remote connection SW (if exit). Third Party Technical Guideline (C6) - 264 -
11: Remote Dektop Connection Intallation Intruction 3. Enable Remote connection by tarting the Terminal Service ervice, and enabling the remote option on My Computer > Propertie > Remote tab): Figure 11-4: Sytem Propertie - Remote Tab 4. Synchronize all the erver time uing NTP (optional). 5. Set up a dial-up connection uing MODEM (connected external erver part of ite network area). Third Party Technical Guideline (C6) - 265 -
11: Remote Dektop Connection Limitation Limitation Uing remote dektop in conole mode mean that only one uer can connect to the erver at any onetime. Once a uer connect to the erver, any other open eion to that erver will be cloed. Once a uer connect to the erver, no one ele can ee the eion (unlike PCAnywhere in which the uer can ee that action performed by the intaller/technician). Third Party Technical Guideline (C6) - 266 -
A A: Dicontinued Technical Note Thi appendix lit the Technical Note that were dicontinued and whoe information i now included in thi document. Content Lit of Dicontinued Technical Note 268 Third Party Technical Guideline (C6) - 267 -
A: Dicontinued Technical Note Lit of Dicontinued Technical Note Lit of Dicontinued Technical Note Table A-1: Lit of Dicontinued Technical Note Technical Note Number TN0509 TN0513 TN0528 TN0538 TN0539 TN0549 TN0552 TN0555 TN0564 Technical Note Title NICE Software Component Running on Window XP Machine McAfee epo 3.5 Configuration Guide For Nice Product Window Server 2003 Appliance Note Window Server 2003 Service Pack 1 Integration with NICE Server Anti Viru Symantec pcanywhere 11 compatibility SQL Server 2000 SP4 Anti Viru Certification for NICE Product Anti Viru Certification for NICE Product III TN0569 Window 2000 Update Rollup 1 for Service Pack 4 TN0577 TN0578 TN0616 TN0628 TN0640 TN0642 TN0651 TN0656 McAfee ViruScan product Norton Anti-Viru product ScreenAgent Configuration in Citrix Publihed Application Environment How to configure Voice and Screen bet performance on Citrix McAfee epo 3.5 and McAfee Antiviru 8.0 Certification for NICE 8.80 Remote Dektop - Remote Connection Conole Mode DBM Error on Logger due to MS Security Patch KB921883 PC Anywhere 12 certification in 8.90 NICE ytem TN0672 Compatibility of NICE Web Application with Internet Explorer 7 Third Party Technical Guideline (C6) - 268 -
A: Dicontinued Technical Note Lit of Dicontinued Technical Note Table A-1: Lit of Dicontinued Technical Note (continued) Technical Note Number TN0676 Technical Note Title Fixing MSDTC in a Multi Site Environment TN0680 NICE Support for Microoft.NET Framework 2.0. TN0688 NICE Support for Microoft.NET Framework 2.0.-Playback Organizer TN0698 NICE product certified to work with pcanywhere 12 TN0701 Remote Connection Certification for NICE Product TN0705 MS SQL Server for NICE Perform Releae 3 TN0719 TN0736 TN0776 TN0790 Window Server 2003 Service Pack 2 (SP2) Support.Net 3.0 Support RDP (Remote Dektop Protocol) - Delay Solution Incompatibility Citrix hotfix TN0806 NICE Product Support for MS Window XP Service Pack 3 TN0815 Reolving Citrix Connection Iue Related to ScreenSene TN0820.NET Framework Support for NP 3.1 TN0838 Interaction Center workaround for.net 3.5 TN0867 Compatibility of NICE Web Application with Internet Explorer 8 TN0889 Intalling NICE Perform 3.2 on Window 7 TN0890 Intalling NICE Perform 3.1 on Window 7 TN0897 Microoft Software Service Pack Certified by NICE Sytem Third Party Technical Guideline (C6) - 269 -
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B B: Uing Real-Time Solution with App-V Thi appendix lit the limitation and rule for working with Real-Time Solution in an App-V environment. Content Working with the App-V Sytem 272 App-V Limitation when Working With Real-Time Solution 273 Third Party Technical Guideline (C6) - 271 -
B: Uing Real-Time Solution with App-V Working with the App-V Sytem Working with the App-V Sytem The App-V Sequencer (Microoft Application Virtualization Sequencer) i a wizard-baed tool that adminitrator ue to tranform traditional application into virtual application. The Sequencer produce an application package that contain everal file. Thee file include a equenced application (.ft) file, one or more Open Software Decription (.od) application configuration file, one or more icon (.ico) file, a manifet xml file that can be ued to ditribute equenced application with electronic oftware delivery (ESD) ytem, and a project (.prj) file. The Sequencer can alo generate a Window Intaller file (.mi) that can be deployed to client configured for tandalone operation. All file are tored in a hared content folder on the Management and/or Streaming Server and are ued by the App-V Client to acce and run equenced application. The App-V Management Server (Microoft Application Virtualization Streaming Server) ha treaming capabilitie that including active/package upgrade without Active Directory or SQL Server requirement. However, it doe not have a publihing ervice, licening, or metering capabilitie. The publihing ervice of the App-V Management Server i ued in conjunction with the App-V Streaming Server, o the Management Server configure the application but the Streaming Server deliver it (uually in branch office). Third Party Technical Guideline (C6) - 272 -
B: Uing Real-Time Solution with App-V App-V Limitation when Working With Real-Time Solution App-V Limitation when Working With Real- Time Solution In App-V environment a bubble i an iolated environment treamed from the App-V erver to the App-V client. On the client machine the application doe not have to be intalled. When treaming the Real-Time Client to the App-V client, both client mut be in the ame bubble a the application() you want to interact with. If the Real-Time Client need to interact with two App-V application from eparate bubble, you mut intall the Real-Time Client on each bubble and interact uing C2C (client to client) communication between the Real-Time Client. In hi cae you mut intal another Real-Time Client on the local computer and interact with the treamed client uing C2C. Third Party Technical Guideline (C6) - 273 -
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C C: Uing Real-Time Solution with Citrix Streaming Thi appendix decribe the limitation and rule for working with Real-Time Solution with Citrix treaming. Content Working with Citrix Streaming 276 Citrix Streaming Limitation when Working With Real-Time Solution 277 Third Party Technical Guideline (C6) - 275 -
C: Uing Real-Time Solution with Citrix Streaming Working with Citrix Streaming Working with Citrix Streaming A treamed application in Citrix reide in a eparate memory pace and environment and i delivered to the Citrix client without intalling an application on the client ide. The treamed application i located in a controlled iolated environment (andbox). To et a package for Citrix application treaming o that the Real-Time Client can capture other treamed application both application mut run inide the ame andbox. The citrix profile mut be intalled on a eparate dedicated machine. Third Party Technical Guideline (C6) - 276 -
C: Uing Real-Time Solution with Citrix Streaming Citrix Streaming Limitation when Working With Real-Time Solution Citrix Streaming Limitation when Working With Real-Time Solution The Real-Time Client mut be part of the ame treaming package a the monitored application. Another option i to ue Inter-Iolation communication for Real-Time Client interaction with other treamed package. You can intall the Real-Time Client on the client computer to interact with one or more Citrix treamed application. Make ure of the following when etting up the Citrix Profiler: In the Support Legacy Offline Plug-in page, elect Enable upport for 6.0 Offline Plug-in. In the Select Intall Page, elect Advanced Intall. In the Set up Inter-Iolation Communication page make ure to enter the path to the Profiler Package if you want to link between the profile package for the Real-Time client and other treamed application. In the Select Intall Method page, elect Run intall program or command line cript. In the Chooe Intaller page, browe to or type in the path to the Proce Optiization Client.mi. When the Profiler i finihed and the Citrix package i ready, make ure of the following: For a treamed Real-Time Client package, open the Target Propertie configuration window and clear Enable pre-launch analyi. The remaining Target Propertie rule hould remain with their default value. NOTE: The Real-Time Client can interact with two treamed application (each from a different erver) only when it i intalled locally. Third Party Technical Guideline (C6) - 277 -