NICE Recording (CyberTech)

NICE
Recording
MAINTENANCE MANUAL

Version: 6.3
Date: 25 April 2013
 Copyright © 2013 by NICE Systems Ltd
All rights reserved. No part of this publication may be reproduced or
transmitted in any form or by any means, electronic or mechanical,
including photocopy, recording, or any information storage and retrieval
system, without prior written consent of NICE Systems Ltd.

Disclaimer
To the best of our knowledge, the information contained in this
document is the most accurate available at the time of publication.
Whilst every care is taken to ensure that the information in this document
is correct, no liability can be accepted by NICE Systems Ltd. for loss,
damage or injury caused by any errors in, or omissions from, the
information given.

Trademark Acknowledgements
Microsoft, Windows, Windows Server, and Internet Explorer are
trademarks or registered trademarks of Microsoft Corporation in the
United States and/or other countries.

NICE Recording 6.3 - Maintenance Manual 2

 Java is a trademark of Sun Microsystems, Inc.

NICE Recording 6.3 - Maintenance Manual 3

Contents
1 Introduction .............................................................................................6
1.1 Conventions and Symbols ........................................................................ 6

2 System Status .........................................................................................7

2.1 General Info................................................................................................ 7
2.2 Recorder state ........................................................................................... 8
2.3 Archive storage........................................................................................ 10
2.4 Media management .............................................................................. 11
2.5 Channel Overview................................................................................... 11
2.5.1 Channel properties.................................................................. 12
2.5.2 Real-time channel playback ................................................. 12
2.6 Alarm status .............................................................................................. 12
2.7 Alarm history ............................................................................................. 14
2.8 Audit trail ................................................................................................... 15

3 Parrot DSC-card maintenance tool ....................................................17

3.1 Lines ........................................................................................................... 17
3.2 Stats............................................................................................................ 18
3.3 ch_start ...................................................................................................... 19
3.4 ch_stop ...................................................................................................... 19
3.5 debug ........................................................................................................ 19
3.6 External support ....................................................................................... 20

4 Parrot-DSC cards for VoIP recording ..................................................21

4.1 Parrot DSC (VoIP) log files ....................................................................... 21

5 Database ...............................................................................................24
5.1 Export ......................................................................................................... 24
5.2 Import ........................................................................................................ 24

6 Log files ..................................................................................................25

7 Removable archives ............................................................................27

7.1 Removable media................................................................................... 27
7.2 Remove media before media are full .................................................. 28

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8 Error messages ......................................................................................29

9 SNMP traps.............................................................................................30
9.1 Daily health reporting messages ........................................................... 32

Appendix A – FAQ ........................................................................................35

NICE Recording 6.3 - Maintenance Manual 5

1 Introduction

This Maintenance Manual is for certified NICE Recording 6.3 engineers.

Information in this manual might change as a result of improvements to
NICE Recording 6.3.

1.1 Conventions and Symbols

You’ll see the following symbols in this manual:

● Warning for system-critical information

● Information a general remark or reference to another document

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2 System Status

The system status menu provides all relevant details for system
maintenance, such as:
● Version information
● Recording status
● Available drive space on archive, server and satellite systems
● Archive status
● Active alarms (if any)
● Alarm history
● Full audit trail of recorded access

For recorder management, the ‘recorder status’ and ‘alarm status’ menus
supply all relevant details.

2.1 General Info

Click the panels for details.

Label dictionaries information

Lists installed language modules including version information. The system
dictionary is a fixed English language in the recorded installed. Dictionary 1
and 2 can contain specific customer languages. Contact your supplier for
more information about customized languages.

License information
Provides information about available licenses in the system. Licenses
loaded in a Parrot DSC card are presented in this panel. For each
available license the origin of the parrot DSC card, which satellite or server

NICE Recording 6.3 - Maintenance Manual 7

it is in, and a detailed description of the license are listed. If applicable, the
number of licenses currently in use is listed too.

Version information
The panels show version information for the installed recording services
and Parrot DSC cards for each installed server or satellite. For each
recorded ID a separate panel is shown.

This example contains information about a stand-alone system (server

only). A single Parrot DSC card is installed containing 24 channels of
Alcatel TDM recording firmware.

If multiple Parrot DSC cards are installed, all cards are listed in this overview
for each recorded ID.

The status line shows the version number of the recorder application. In
addition, you can see the version number in Windows’ list of installed
programs.

2.2 Recorder state

The Recorder state screen shows the status of all the recorders in a
server/satellite system:

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For each recorder the following items are shown:
● Recorder name/IP-address
● Users logged both in web GUI and via free-seating registration
● Channels in the recorder including the number of channels currently
active
● Temporary directory drive space to which recording is taking place
● Running indicates the recorder is operational AND linked to the server
● Alarms shows the number of active alarms in the system

Audio location status shows the hours of recording left on the recorder
hard drive together with the actual number of bytes and percentage left.
This location is used in FIFO mode. If the amount of free space reaches a
certain level (setup in the system installation menu), the oldest calls are
deleted to free disk space. The administrator must ensure that calls are
archived before this FIFO action takes place. Normally this is not a problem
as the local hard drive is able to store minimal 13.000 hours using GSM
compression (based on 80GB hard drive).

A separate database location status shows the available drive space for
the database. Be aware that database drive space is not controlled by a
FIFO mechanism if not shared with the audio location. Database drive
space must be maintained manually. If the database location is the same
as the audio location (default), the audio FIFO mode automatically frees
database space if needed.

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2.3 Archive storage
To view the storage capacity, click the icon next to the archive medium:

For each archive location, the status screen shows the media type, status
of the location and medium, the processing state, and percentage of free
space (%).

When the media reaches its capacity, the recorder shows the archive
storage status in red colour and initiates an audible alarm on the recorder
chassis. This alarm is generated if the ‘Enable beeping on archive media
full’ option is selected from the ‘System Installations’ page. This situation
needs to be rectified to mute the alarm. For instance if the recorder
started the audible alarm due to the media reaching it’s capacity, a new
blank media needs to be inserted, to stop the alarm.

To view warnings and errors, choose “system status -> alarm status”

Depending on the capacity, you might also see the following warnings (if
applicable):

● Error code 4009 (was 5005) – Error: Archive location <location> is

80% full.
● Error code 4001 (was 5001) – Error: Archive location <Location> full.

Error code 4009: is raised if the remaining available storage capacity is 20%
of the complete capacity, archiving continues. This indicates that the
amount of calls archived exceeds the capacity. To meet the needs of the
customer, you can expand the storage capacity of the pool by
reconfiguring it (which might need extra storage hardware).

Error code 4001: is raised if there is no more available storage capacity.

This indicates that the amount of calls archived exceeds the storage

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capacity. To meet the needs of the customer, you can expand the
storage capacity by reconfiguring it (which might need extra storage
hardware).

2.4 Media management

The Media management overview shows a list of removable archive
media which have been removed form the archive drives.

The archive information for each medium is listed, including first and last
call on the medium as well as archive dates and media secure code.

When clicking on one of the lines in the media overview, all details are
presented in a separate box (shown above). From here archive media
details can easily be printed to a DVD label by pressing the Print button.

2.5 Channel Overview

This screen gives the real-time channel overview. For each recorder the
channels are shown in a separate panel. Select a channel by clicking on
it. Colours show channel states, see the ‘legend’ window. To use real-time
channel overview and real-time play functionality, Java must be installed
on the client computer.

A selected channel is shown by a highlighted square. When selecting a

channel the channel properties and real-time channel playback options
are visible.

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2.5.1 Channel properties
Select a channel to see channel properties, the channel’s full name and
activation state. Depending on your account rights you can disable a
channel or activate a channel for a certain time span.

2.5.2 Real-time channel playback

To activate real-time playback for a channel, click on the speaker icon.
This icon changes indicating real-time playback is in progress. The audio on
this recorder channel is output on the client pc speaker. To assign rights for
real-time replay, see the user management screen.

2.6 Alarm status

The Alarm status screen shows an overview of active alarms in the system.
Each alarm has a unique reference number, date/time, alarm level, status
and message.

Each alarm can have one of the following states:

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Unattended alarm

An alarm that is active. No action has been taken yet to resolve this alarm.
The alarm could now either be Attended or be Cleared by system.

Attended alarm

An alarm that is active and manually attended by a support person to

indicate active support. To attend the alarm a support engineer must click
the icon at the alarm line. Attending an alarm does not resolve the
alarm, it only indicates support activity to the customer.

If an alarm is attended, the alarm can be manually cleared. Clearing the

alarm manually is done by pressing the icon. This alarm is shown for 24
hours in the alarm status overview. The status is Cleared and confirmed. If
an alarm is cleared but not solved, it reappears in the alarm overview.

During installation and configuration of NICE Recording 6.3 it’s not

uncommon that the system generates multiple alarms due, for example, to
wiring of the channels. To easily attend to and confirm these alarms, the
system provides filter facilities for similar alarms.

The alarm on which to filter can be a particular error number or it can be a

group of errors by using wild cards:
● *: anything (0 or more characters)
● ?: any character (exact 1 character)

Once the filter is applied, an extra icon appears in the right corner of the
application: “Attend and confirm filtered alarms”.
By clicking this icon, the system attends and confirms all the shown alarms
at once.

Cleared by system

An alarm that’s no longer active in NICE Recording 6.3 gets the status
cleared by system. Such alarms can be confirmed for clearance by
clicking:
● the icon; which confirms only that particular alarm
● the icon; which confirms all the “cleared by system” alarms at once

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Even if the alarm was not yet attended, it can be cleared.

Cleared and confirmed

Alarms that are manually cleared get the status cleared and confirmed.
These alarms appear for another 24 hours in the alarm overview before
being moved to the alarm history screen. When clicking on one of the
alarm lines, the alarm details are presented.

The overview shows all state changes including date and service person
logged in to NICE Recording 6.3 when attending an/or clearing the alarm.

2.7 Alarm history

All solved alarms move from the Alarm status to the Alarm history.

Each line represents a historical alarm including all details. Click the line for
additional alarm audit details such as dates for alarm status changes
including service person logged in to NICE Recording 6.3 when attending
an/or clearing the alarm.

To easily find certain historical alarms, the system provides filter facilities for
these alarms.

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The alarm to filter on, can be a particular error number or it can be a
group of errors by using wild cards:
● *: anything (0 or more characters)
● ?: any character (exact 1 character)

2.8 Audit trail

The following actions are audited:

● User login.
Every login attempt is audited. Only is the logon and username are
correct, the user is put in the audit trail.
● All call access actions.
Whenever a user searches for calls, replays, marks, remarks etc. An
audit trail event is created including all relevant details.
● All configuration changes.
Whenever a user clicks a [Save Changes] button, an audit trail event
is created including all relevant details.

For every audit entry the time, user, action, users IP/Hostname, GUI section
and audited event details are logged. For call access events the involved
call ID is listed as well.

To pinpoint a specific audit trail event, a number of filter options are

available:

Date and time filter. Set a date and time from when audit trail events must
be shown. Show events older than the specified date and time only.

User filter. Show only the audit trail events for a specific user.

Call ID filter. Show only the audit trail events for a specific call.

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GUI section filter. Show only the audit trail events for a specific GUI section.
Only show events for [archive rule] configuration or any other menu.

The audit trail list could be exported to a csv-file for further reference. All
audit trail event columns are included in the exported file. When exporting,
all audit trail entries within the defined filter parameters are exported.
These are all audit trail events currently shown in the audit trail screen.

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3 Parrot DSC-card maintenance tool

To check the status of the DSC-MOD card you can use the Parrot API
Maintenance tool.

Start the Parrot API Maintenance tool from the Windows Start menu:
Windows 2003: Programs\CyberTech\Parrot API\Maintenance Tool
Windows 2008: All Programs\CyberTech\Parrot API\Maintenance Tool

After starting the maintenance tool, select the required board:

Commands are described individually in the following paragraphs.

3.1 Lines
The ‘lines’ command shows the DSC-MOD-PCI lines on which digital
telephony signals are detected. This is convenient for checking that the
digital telephone lines are connected to the right channels.

Note:
● With some PBX installations (including ISDN2) in the idle state after a
certain time the activity on the line disappears and the “active” lines
are no longer displayed by the lines command. In this case you can
lift the receiver on the connected telephones to restore activity on
the lines.
● Analogue lines are only displayed as active when line voltage
exceeds the set detection level. See programming manual for details.

Type: lines

The DSC-MOD-PCI shows the line status of all lines.

The number of lines can vary for each type of board and number of
modules:
Current line status
0123456789012345
AAAAAA..........

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The active lines are indicated with an ‘A’, the non-active lines with a ‘.’
(dot).

3.2 Stats
The ‘stats’ command gives you information on the DSC-MOD detection
and processing system. A number of parameters relating to the active lines
are displayed, such as the number of frame timeouts, checksum errors,
etc. The parameters are displayed for 4 lines at a time on the screen.

You can enter after the stats command the first of these 4 line numbers. For
example, stats 2 display lines 2, 3, 4 and 5.

Type: stats 2
The DSC-MOD gives a response such as the following:
on time 2 days 22:31:30
channel set 02 PBX 02 set 03 PBX 03 set 04 PBX 04 set 05 PBX 05
line state sync sync sync sync
restarts 1 0 2 0
frame to 2 6 3 3 4 4 1 1
line par err 0 1 1 2 0 1 0 2
pack sum err 0 0 0 0 0 0 0 0
ringbuf size 32000
ringbuf max 121 0 0 0 0 0 0 0
ringbug ovf 0 0 0 0 0 0 0 0
packbuf size 200 200 200 200 200 200 200 200
packbuf max 26 26 25 4 25 4 20 20
relay state off off off off
codec state off off off off

Explanation:
on time is the time since starting (resetting) the DSC-MOD-
PCI
channel the columns are divided into information from the
telephone (set) and the PBX for the various
channels
line state: shows whether the DSC-MOD-PCI is in “sync” with
PBX
restarts: indicates number of restarts occurred on the
various
channels since start-up
frame to (= frame timeout) this is the time in seconds since
processing the last digital package
line par err the number of parity errors on the line frames.
Pack sum err the number of checksum errors in the D-channel
messages
ringbuf size the buffer size (for all channels)
ringbuf max the maximum number of bytes in the buffer

The following parameters are particularly important for trouble shooting.

● line state
● frame timeout

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● line parity errors
● package checksum errors

They provide information on the quality of the connected lines.

Line state must naturally be synchronised (sync). The frame timeout is reset
in the event of each activity on the line. Check this by for example lifting
the receiver on the connected telephone. The number of line parity errors
and the package checksum errors must be smaller than approximately 10
and must not increase (a number of errors may arise on starting the card).
The errors indicated can occur in the case of incorrect wiring or if an
incorrect PBX configuration has been loaded.

3.3 ch_start
With the ‘ch_start’ command you can artificially send a start command to
the voice recorder. You can use this to check communication between
the DSC-MOD-PCI and the Recording System independently of any digital
telephone lines connected.

The total command has the following format:

ch_start (line no.) (direction) (number)
line no. = 0..15
direction = I (for incoming) or O (for outgoing)
number = CLI (incoming) or dialled number (outgoing)
Example:
ch_start 2 I 0725646544
ch_start 1 O “Test 252”

This simulates for the voice recorder, the start of an incoming call on line 2
with CLI 0725646544 and an outgoing call on line 1 with CLI “Test 252”. You
can check whether this call is correctly processed by the recorder.

3.4 ch_stop
The command ‘ch_stop’ issues a stop command to the voice recorder.
The format is:
ch_stop (line no.)

For example:
ch_stop 2

3.5 debug
Debug4000 indicates in real time the actions taking place on the lines,
such as start, stop, direction and number information. For example:
Type: debug 4000

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An example similar to this appears on the screen:
Start on channel 1
Start on channel 0
Call info for Channel 1 outgoing info : 541
Call info for Channel 0 incoming info : 550
Stop on channel 0
Stop on channel 1

Type: debug 0
Debug 0 takes you out of maintenance mode.
Example:
ch_start 2 I 0725646544
ch_start 1 O “Test 252”

For the voice recorder, this simulates the start of an incoming call on line 2
with CLI 0725646544 and an outgoing call on line 1 with CLI “Test 252”. You
can check whether this call is correctly processed by the recorder, as start,
stop and number information is shown in debug 4000 mode.

3.6 External support

For problems that you can’t solve on-site:
● Use remote maintenance (allow NICE Recording 6.3 support desk
remote access)
● Make a log file (Using the Maintenance tool)

Note: If you’re not familiar with creating log files, consult NICE Recording
6.3 support desk for instructions. These log files are of high importance to
give adequate support services. Log files created wrongly are useless for
support.

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4 Parrot-DSC cards for VoIP recording

For problems that you can’t solve on-site:

● Use remote maintenance (allow NICE Recording 6.3 support desk
remote access)
● Make a log file (preferred Wireshark/Ethereal or Maintenance tool)

4.1 Parrot DSC (VoIP) log files

Parrot-DSC log files must be created manually. These log files are
requested for D-Channel related issues. These issues are:
● Wrong call directions
● Wrong number information
● No correct recording start and stop moments.

Note: It’s important that the log file is created while reproducing the fault
situation. If a call direction problem appears, the log file must be created
while reproducing the problem. These log files are used to reproduce the
fault situation at the NICE Recording 6.3 Support desk.

The Parrot-DSC log file is created using the Parrot-DSC Maintenance tool.
This application is started from [Start->Programs->Parrot API-> Maintenance
Tool]. Select the Parrot-DSC card to connect to. The list of boards in the
system is shown in the NICE Recording 6.3 configuration overview. ‘System
Status, General Info, Version information for recorder x’. Each board is
listed separately.

Start capturing the screen output to a file, see figure below:

(Settings|Start logging to file...)

NICE Recording 6.3 - Maintenance Manual 21

Now you are ready to make the log file.

Type: log_it all (for all channels) or log_it 0 5 (for specific channels).

The numbering of the Parrot-DSC channels start with 0 while the NICE
Recording 6.3 channels start with 1. If the channel number is not clear use
log_it all to make sure the right information is in the logfile.

After approximately 10 minutes the log_it command is automatically

disabled. Add a P to make command persistent. F.e. type: log_it all P (for
all channels) or log_it 0 5 P (for specific channels)

The system response is:

Logging started on channels:

0123456789012345
----------------
LLLLLLLLLLLLLLLL

Note: After approximately 10 minutes the command disables itself.

The card dumps the configuration to the log file. This is a few pages of
data. After dumping the configuration the card is ready to reproduce the
fault situation.

All actions on the selected channels are stored in the log file. First make a
standard internal call for reference before you take the relevant actions to
be stored in the log file. Please repeat every action to have two entries in
the log files.

When the log file is finished, type log_it and close the capture file.
-> log_it all

Logging started on channels :

0123456789012345
----------------
LLLLLLLLLLLLLLLL
-> internal call from 252 to 253
Command not found
#!c8b887496a245dfffaace7a682486eb5cbf3... (etc)
Start on channel 0
Call info for Channel 0 outgoing info : Test 253
Stop on channel 0

-> internal call from 253 to 252

Command not found
-> log_it

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The log files created using the log_it command contain signalling (d-
channel) information only. For VoIP recording solutions a complete RAW IP
capture file is containing all IP traffic send to NICE Recording 6.3.

To create such a log, there are 2 options:

● Using the Maintenance tool
● Using a capturing pplication such as Ethereal/Wireshark

To ceate a raw IP logfile using the maintenance tool use the command:
Ip_raw_log

A raw IP log file is created in c:\dump.cap. To stop logging, type the

command Ip_raw_log again. Because raw IP dumps create much more
data, the data is not shown in the Maintenance tool but direct written to
the dump file.

The rules for creating the log as the same as for the log_it command. Make
sure the log file contains enough information for support. The output format
is Ethereal/Wireshark compatible. Compress the file using win-zip and send
to the NICE Recording 6.3 support desk.

For instructions using applications such as Ethereal/Wireshark, consult the

NICE Recording 6.3 support desk.

NICE Recording 6.3 - Maintenance Manual 23

5 Database

5.1 Export
To export the NICE Recording 6.3 database, select ‘Export database
Settings’ from All Programs > CyberTech > Recorder > Database
Maintenance

Answer the questions:

Name of the database to import or export [name] -> press [ENTER]
Database username [name] -> press [ENTER]
Database password -> Type the corresponding password + [ENTER]
Location of the database [location] -> Type in a location for the file where you want save the database + [ENTER]

5.2 Import
To import the NICE Recording 6.3 database, select ‘Import database
settings’ from:

All Programs > CyberTech > Recorder > Database Maintenance

Answer the questions:

Do you wish to continue? -> Y + [ENTER]
Name of the database to import or export [name] -> press [ENTER]
Database username [name] -> press [ENTER]
Database password -> Type the corresponding password + [ENTER]
Location of the database [location] -> Type in the location of the file from where you want to restore the database +
[ENTER]

NICE Recording 6.3 - Maintenance Manual 24

6 Log files

When recording, NICE Recording 6.3 automatically creates a number of

log files. These log files are mostly used for support issues. Log files are
stored in a pre defined directory. Servers and Satellites have their own log
files. The files are kept on the recorder for a configurable number of days.
The file location and expiration time is configured via the ‘system
installation’ menu under the ‘setting per recorder’ submenu. By default the
log file location is [c:\logfiles] and the log files expire after 14 days.

Available log files are:

ArchiveService
Archive log file is created by the Archiving Service. All archive-location
activities are logged in this file. For each new day a new file is created. The
date is included in the file name.

StorageService
All archive activities are logged in this file. For each new day a new file is
created. The date is included in the file name.

ControllerService
System status log file is created by the Controller Service. This file contains
all system emails, SNMP warnings and errors send. For each new day a new
file is created. The date is included in the file name.

DatabaseInterfaceClient
Communication log file is created by the Database Interface Client
service. This file contains all communication between Server/Satellite
systems.

Core Server systems don’t create this log file but Satellites and Server
systems do. For each new day a new file is created. The date is included in
the file name.

DatabaseInterfaceServer
Communication log file is created by the Database Interface Server
service. This file contains all communication between Server/Satellite
systems. Only Server and Core Server systems have this log file. For each
new day a new file is created. The date is included in the file name.

Weberror
IE Client log file created by IIS on the NICE Recording 6.3 (Core) Server. This

NICE Recording 6.3 - Maintenance Manual 25

file shows timed out web sessions as well as unexpected client errors. The
date is included in the file name.
RecordingService
Recording log file is created by the Recording Service. Parrot-DSC
information is stored in this log file. For each new day a new file is created.
The date is included in the file name.

Web
Audit log file is created by the Web Interface. All user login, call search,
play, email, delete and download activities are logged, grouped for each
user. For each new day a new file is created. The date is included in the
file name.

ModularLicensing
License information in NICE Recording 6.3. For each new day a new file is
created. The date is included in the file name.

CTI_receiver
CTI controlled recording start, stop and information messages can be
logged to this file for support reasons. For each new day a new file is
created. The date is included in the file name.

DSC_Service
Parrot API start-up and initialization events are logged in this file. For each
new day a new file is created. The date is included in the file name.

NICE Recording 6.3 - Maintenance Manual 26

7 Removable archives

When audio is first recorded by NICE Recording 6.3, it is stored on the local
hard disk, and is available for immediate playback via the web GUI. For
long term storage NICE Recording 6.3 uses removable media or network
locations.
This section describes the NICE Recording 6.3 archive media and how they
are used.

7.1 Removable media

NICE Recording 6.3 supports two types of removable media DVD-RAM and
HP RDX, and also supports archiving to a network location.
Using the NICE Recording 6.3 web GUI, you can configure the archiving
rules, to ensure long term storage of recorded audio.
The archiving rules are carried out continuous, each time the medium is
filled, you are notified to replace it and archiving continues on the new
media. Archiving begins automatically when you insert the new archiving
medium.

When the user is notified that the removable medium is filled they must
write the archive period (call archived (first/ last) on the media, see figures
below. Then replace the media with a new one. The archive period can
be found at system status/ recorder storage.

NICE Recording 6.3 - Maintenance Manual 27

 Warning:
You are advised to write down the data before
removing the media. Due to auto refresh of the
screen, the data can be lost

7.2 Remove media before media are full

When replacing archive media before the media are full, the recording
triggers a warning 4004 ’wrong medium inserted’. The archive location
needs to be reset to accept new blank media. The archive location is
automatically reset if archive media are full or corrupt. When replacing
archive media before they are full, the location must be reset manually in
the web GUI ‘System Installation -> Locations’. Click on the ‘lock’ icon for
the location.

NICE Recording 6.3 - Maintenance Manual 28

8 Error messages

See NICE Recording 6.3 - Alarms Guide.

NICE Recording 6.3 - Maintenance Manual 29

9 SNMP traps
NICE Recording 6.3 produces SNMP traps to indicate recording failure.

NICE Recording 6.3 SNMP messages contain the CyberTech Telecom B.V.
OID (1.3.6.1.4.1.23491).

The following MIB-names are used:

Error: MIB-value field contains the error string sent via SNMPv1.

This trap message contains one string value that contains all trap
information. This error string is presented as follows:

[<error code>][<severity level>][<hostname>][<error message>]

Keep Alive: MIB-value field contains string: ‘Keepalive’.

Keep Alive messages are sent with definable intervals from every NICE
Recording 6.3 (Core) Server as well as Satellites. Keep Alive messages
indicate the recorder O.S. is responsive. These messages are sent via
SNMPv1.

Service State Change: Sent when a recorder service starts or stops. MIB-
value field contains string: ‘Service: <service name> started.’ Or ‘Service:
<service name> stopped.’

Health Report: Sent at the defined daily health reporting hour defined in
the Global Settings page.

CT Error Trap: MIB-value field contains the extended version of the error
message sent via SNMPv2c.

1. CT Error ID: Error code

2. CT Error Timestamp: Date and time on which the error occurred.
3. CT Error Originator: Name of the system who reported this message.
4. CT Error Level: severity level of the error.
5. CT Error Status: Indicates of the error is Raised or Cleared by either
the user or the system.
6. CT Error message: error string
7. CT Error Info Table: For alarm 3003-3005 this table shall contain all
channels that currently are in the state the error describes. For
alarm 3006 this table shall contain all services that currently are
stopped unexpectedly.

NICE Recording 6.3 - Maintenance Manual 30

 Note: the CT Error Info Table isn’t available in the current release of
NICE Recording 6.3.

The CT Recording Solution CT5 installation CD contains the MIB file that
must be used to integrate NICE Recording 6.3 SNMP messages with a
SNMP monitoring system.

NICE Recording 6.3 - Maintenance Manual 31

9.1 Daily health reporting messages
Including recorder system types reporting these messages.
Code Message Description
10001 CT Recorder Global version information ‘build’.
System version System types: Core Server and
information. Server.
10002 CT Recording System installation type.
System installation Values: “Core Server”, “Server”,
type. Satellite” or “CTI Server”.
System types: Core Server,
Server, Satellite and CTI Server.
10010 CT Recording Comma separated list of installed
System Services CyberTech services including
installed. their version information.
Value list of services: ‘CyberTech
DBI Client: 1.2.3, CyberTech DBI
Server: 2.3.4, ….’.
System types: Core Server, Server,
Satellite and CTI Server.
10011 All CT Recording All CyberTech services with start-
System services up type ‘Automatic’ are running.
running. Values ‘Services running ok’,
‘Services failing’.
System types: Core Server, Server,
Satellite and CTI Server.
10012 CT Recording List of CyberTech services with
System Services start-up type ‘Automatic’
running. including running state.
Value list of services: ‘CyberTech
DBI Client: Running, ….’.
System types: Core Server, Server,
Satellite and CTI Server.
10016 No audio received There has been a start on
for VoIP recording channel number <channel>, but
channel there hasn’t been any audio for
<channel>. 30 seconds. This alarm occurs on
VoIP channels only.

NICE Recording 6.3 - Maintenance Manual 32

 10020 Physical memory Physical memory in system in KB.
use. Value: Total memory, In use,
Available
System types: Core Server, Server,
Satellite and CTI Server

10021 Page file use. Total page file size used in system
in KB.
Value: Total memory, In use,
Available
System types: Core Server, Server,
Satellite and CTI Server.
10022 Virtual memory Virtual memory in system in KB.
use. Value: Total memory, In use,
Available
System types: Core Server, Server,
Satellite and CTI Server.
10023 Total number of Total number of system handles in
system handles in use.
use. System types: Core Server, Server,
Satellite and CTI Server.
10030 Free space for Free Space (absolute value in
system drive. GB) system drive
System types: Core Server, Server,
Satellite and CTI Server.
10031 Free space for Free Space (absolute value in
audio drive. GB) audiox (e.g. c:\audio1)
drive.
System types: Core Server and
Server.
10032 Free space for Free Space (absolute value in
database drive. GB) database drive
System types: Core Server and
Server.

NICE Recording 6.3 - Maintenance Manual 33

 10042 Database backup Database backup status. Last
status. successful database backup
<date/time>.
System types: Core Server and
Server.
10050 Unattended Number of Alarms Unattended
alarms. System types: Core Server and
Server.
10051 Attended alarms. Number of Alarms Attended
System types: Core Server and
Server.
10052 Alarms raised last Number of Alarms Raised in the
24 hours. last 24 hours.
System types: Core Server and
Server.
10060 Call recorded last Number of Calls recorded in the
24 hours. last 24 hours.
System types: Core Server and
Server.
10061 Calls recorded for Number of Calls recorded for
each satellite, last each satellite in the last 24 hours.
24 hours. Value: ‘Rec. ID 1:234, Rec. ID…)
System types: Core Server and
Server.
10064 Calls archived last Number of Calls archived in the
24 hours. last 24 hours
System types: Core Server and
Server.

NICE Recording 6.3 - Maintenance Manual 34

Appendix A – FAQ

How to guarantee quality of the recorded and retrieved calls?

First of all, NICE Recording 6.3 provides a passive, high-impedance, parallel

tap to the interface to be recorded (analogue extension, digital extension,
E1/T1 trunk or VoIP (sniffing)). The system records the voice conversation *
as is*.

To save space on the storage media, NICE Recording 6.3 provides an

extensive set of codecs, including but not limited to G711 A-law, ADPCM
16, ADPCM 32, GSM, TrueSpeech. Most commonly used is the GSM codec
(MOS value 4). The GSM codec is designed for the efficient compression of
speech and is best for mid to high bit rate voice-oriented sound. The GSM
codec is compliant to the European Telecommunications Standards
Institute recommendation 6.10. The voice quality scores are known as
Mean Opinion Scores (MOS) and the scale of 1 to 5 is standardised by the
International Telecommunications Union (ITU).

A typical TDM based fixed-line network has an average MOS of 4.3 and
GSM networks average a MOS of between 2.9 and 4.1. If voice quality
were to drop by 1 MOS during a call, the average user would clearly hear
the difference. A drop of half a MOS is audible whereas a quarter of a
MOS is just noticeable.

Your systems will not have any detrimental impact on the Customer
Networks (does not hog available bandwidth)

For a NICE Recording 6.3 Server/ Satellite configuration, the remote

satellite automatically transfers voice recordings over an intermediate
corporate LAN/WAN to the Core Server for central storage. In fact, at the
end of each telephone conversation, the file is transferred immediately to
the NICE Recording 6.3 Core Server and available for search & replay. In
the event of a temporary loss of the IP connection between the Satellite
and the Core Server, each Satellite buffers voice recordings on its local
hard-disks. Once the connection to the Core Server is re-established, the
Satellite transfers all recordings to the Core Server. For this type of file
transfer, NICE Recording 6.3 uses bandwidth as available for this purpose.
Available bandwidth does not affect recorder operations, only the interval
for calls to be available in the Core Server for search & replay.
For search & replay from a remote PC NICE Recording 6.3 provides a point-
to-point HTTPS connection to the Core Server. Users can only replay 1 call

NICE Recording 6.3 - Maintenance Manual 35

at a time. The NICE Recording 6.3 WebGUI includes an option (for
Administrators) to limited the number of concurrent web-sessions (minimum
is 5).

Outline how you have ensured your systems are secure by rolling out
encryption.

supports AES 256 bit Rijndeal encryption. Encryption of

NICE Recording 6.3
voice communications is performed “in-memory” , before data is stored to
disk.

Does the product come with some Industry Standards certification (eg EU,
Netherlands)

The NICE Recording 6.3 tapcards are UL and CE approved. NICE

Recording 6.3 is ISO 9001-2000 certified.

NICE Recording 6.3 - Maintenance Manual 36

 Version history
Date Versi Remark
on
01-04-2004 1.0 First release
15-04-2004 2.0 Reviewed for the Modular DSC cards installation into the
MynaVoice
27-04-2004 3.0 Reviewed for the MynaVoice Maintenance.
Used for this manual:
- Parrot DSC-MOD-PCI Installation Manual v2.0
20-09-2004 3.1 Made corrections according to the way the new firmware upload
works.
Added Appendix I – Instructions to use Antivirus software.
11-11-2004 3.2 Added Appendix J – Securing the Audio1 folder and Converting FAT
to NTFS.
Added Appendix K – Instructions to change the Recording System
account password.
Added Appendix L – Instructions for Exporting & Importing
MynaVoice database.
06-02-2006 3.5 Restyled layout for release version
11-04-2006 3.6 Appendixes added
18-04-2006 3.7 Added MynaVoice R3.15 Security Update items.
16-10-2006 3.8 Password Tool additional remarks save global settings
24-10-2006 3.9 Password Tool additional remarks CTI server
29-11-2006 4.0 Chapter 7.5 database memory use, added.
Appendix L (FAQ), added.
Appendix M (Removable Media), added.
26-03-2007 4.1 GUI updates for MV3 FP2 release.
Appendix H updated to MV3 FP2 error messages.
06-11-2007 4.2 Minor update in appendix L: REV driver install order
Added paragraph 9.2.2 – Match users with extension
05-12-2007 4.3 Added alarm 15 to alarm appendix.
18-12-2007 5.0 Updated for CT5.0.0.functionality.
16-01-2008 5.1 Changed naming for Migration Tool (chapter 4)
10-03-2008 5.2 Updated alarming appendix G. Now all available alarms for all
applications are included in this appendix.
Added Screen Recording errors

Version history
Date Version Remark
15-05-2008 5.3 Updated alarming appendix G with CTI 8003 messages.
Updated NIC order appendix M. Added TCT/IP binding
information for Passive VoIP recording.

NICE Recording 6.3 - Maintenance Manual 37

 Removed chapter 7.4
23-06-2008 5.4 Added Speakerbus alarming, appendix G
06-08-2008 5.5 Updated chapter 5 (restart of Archive Service added)
Added IRP database export/import, chapter 4
15-09-2008 5.6 Minor textual and layout changes.
Added call ID field 16 to additional fields 9.4.
Added CT5.2 alarms to appendix G.
Added remark CT5.2 Maintenancetool starting Windows
Remote Desktop access to paragraphs 6.4.1 and 6.6
Added remark CyberTech Controller Service alarming tasks in
Appendix G
Minot lay-out changes
12-03-2009 5.7 Updated chapter 4.1 Requirements: added extra
requirements
Updated chapter 4.4 Install: added extra requirements
Updated chapter 10.5 Alarm status: new CT5.3 features
Updated chapter 10.6 Alarm history: new CT5.3 features
Added appendix N: NetApp SnapLock archiving.
Added remarks on location reset behaviour for archive disk
changes generating warning 4004 ‘wrong medium…
Added remark on REV disk change before the medium is full
to Appendix K.’
Added alarms 3007 and 3008 to Appendix G. These alarms
replace alarms 0001 and 0007 for CT5.3 and higher recording
systems.
Added uninstall procedure for upgrade of MynaVoice 3.4
(chapter4.3)
16-09-2009 5.8 Added Configuration Management (chapter 7.4 & 7.4.1)
Minor text changes
17-09-2009 5.9 Extended appendix H with new SNMP information.
31-05-2010 6.0 Implemented review comments R6 JV&AM
15-06-2010 6.0 Reformatted for A4 template
01-07-2010 6.0 Additional formatting and text corrections
03-08-2010 6.0 Updated chapter 2.1 – General info
19-08-2010 6.1 Implemented test comments CK
1-09-2010 6.3 Updated chapter 4 with migration tool changes
14-10-2010 6.4 Updated chapter 4 migration tool review comment
Removed chapter 5 (not applicable for CT6.0.0)
Updated Alarm 2009
4-11-2010 6.4 Completed Alarms Appendix, added severity per alarm
23-11-2010 6.4 Updated Alarms Appendix with resilience alarms
26-11-2010 6.5 Mentioned explicitly CT6.0.0 as supported for migration
9-12-2010 6.5 Snaplock correction in Appendix

NICE Recording 6.3 - Maintenance Manual 38

 4-1-2011 6.5 Added SNMP trap 10016 to Appendix F
22-2-2011 6.5 Updated Migration chapter, added archiving notes
10-3-2011 6.5 Additional archiving notes
15-3-2011 6.5 Appendix D: Added note to restart server after database
import.
5-4-2011 6.5 Added step to stop all CyberTech services before upgrading.
3-5-2011 6.5 Upgrade procedure 5.4.x to 6.0.3 added to appendix
17-5-2011 6.5 CSR reference added to upgrade chapter
24-5-2011 6.5 Troubleshooting section added to upgrade chapter
27-5-2011 6.5 Troubleshooting Upgrade: manual install PCI driver
6-6-2011 6.5 Review comments CK upgrade chapter and NA (support)
whole manual
9-6-2011 6.5 Upgrade procedure MV FP3/4 to 6.0.3 added to appendix
16-6-2011 6.7 Upgrade procedure updated
23-6-2011 6.7 Alarm 4000 added
05-9-2011 6.8 Version number incremented for release 6.1.1
20-9-2011 6.8 Added error code 2 to Appendix E
27-9-2011 6.9 Added errors 9400 and 4400 to Appendix E
4-10-2011 6.2* Name changes for rebranding
10-10-2011 6.2 Configuration and upgrade info moved to Installation manual
25-10-2011 6.2 Alarm 4013 added
5-2-2012 6.2 CT5 Screen alarms removed (9000 range)
3-5-2012 6.2 Myracle channels increased from 192 to 200
19-6-2012 6.2 Archiving and Screen Recording Alarms – recommended
actions added
16-7-2012 6.2 Review comments TV (alarms recommended actions)
31-7-2012 6.3 Added alarms 3009 and 3010
4-9-2012 6.3 Added alarms 0011-0016
27-9-2012 6.3 Removed daily health reports 10040 and 10041
18-10-2012 6.3 Added 2N archiving alarms 11100,11101,11102
6-11-2012 6.3 Replaced Alarms chapter with reference to Alarms guide
29-01-2013 6.3 Added: Keep Alive sent via SNMPv1
25-04-2013 6.3 Corrected path in Database chapter

* Manual version synchronised with product version for NICE Recording 6.3

NICE Recording 6.3 - Maintenance Manual 39