Version 3.0. User Guide. June 2009 OM ENG

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®

NICE Inform

TM

Versio

n 3.0

User Guide

June 2009

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NICE Systems Ltd. shall bear no responsibility or liability to a client or to any other person or entity with respect to liability, loss or damage caused or alleged to be caused directly or indirectly by any NICE product. This includes, but is not limited to, any interruption of service, loss of business or anticipatory profits or consequential damage resulting from the use or operation of any NICE products.

Information in this document is subject to change without notice and does not represent a commitment on the part of NICE Systems Ltd. The systems described in this document are furnished under a license agreement or nondisclosure agreement.

All information included in this document, such as text, graphics, photos, logos and images, is the exclusive property of NICE Systems Ltd. and protected by United States and international copyright laws.

Permission is granted to view and photocopy (or print) materials from this document for personal, non-commercial use only. Any other copying, distribution, retransmission or modification of the information in this document, whether in electronic or hard copy form, without the express prior written permission of NICE Systems Ltd., is strictly prohibited. In the event of any permitted copying, redistribution or publication of copyrighted material, no changes in, or deletion of, author attribution, trademark legend or copyright notice shall be made.

This product is covered by one or more of the following US patents:

5,185,780 5,216,744 5,274,738 5,289,368 5,325,292 5,339,203 5,396,371 5,446,603 5,457,782 5,819,005 5,911,134 5,937,029 6,044,355 6,115,746 6,122,665 6,192,346 6,246,752 6,249,570 6,252,946 6,252,947 6,330,025 6,542,602 6,564,368 6,694,374 6,728,345 6,775,372 6,785,369 6,785,370 6,856,343 6,865,604 6,871,229 6,880,004 6,937,706 6,959,079 6,965,886 6,970,829 7,010,106 7,010,109 7,058,589 7,085,728 7,203,655 7,240,328 7,305,082 7,333,445 7,346,186 7,383,199 7,386,105 7,436,887 7,474,633

360o View, Alpha, ACTIMIZE, Actimize logo, Customer Feedback, Dispatcher Assessment, Encorder, eNiceLink, Executive Connect, Executive Insight, FAST, FAST alpha Blue, FAST alpha Silver, FAST Video Security, Freedom, Freedom Connect, IEX, Interaction Capture Unit, Insight from Interactions, Investigator, Last Message Replay, Mirra, My Universe, NICE, NICE logo, NICE Analyzer, NiceCall, NiceCall Focus, NiceCLS, NICE Inform, NICE Learning, NiceLog, NICE Perform, NiceScreen, NICE SmartCenter, NICE Storage Center, NiceTrack, NiceUniverse, NiceUniverse Compact, NiceVision, NiceVision Alto, NiceVision Analytics, NiceVision ControlCenter, NiceVision Digital, NiceVision Harmony, NiceVision Mobile, NiceVision Net, NiceVision NVSAT, NiceVision Pro, Performix, Playback Organizer,

Renaissance, Scenario Replay, ScreenSense, Tienna, TotalNet, TotalView, Universe, Wordnet are trademarks and/or registered trademarks of NICE Systems Ltd. All other trademarks are the property of their respective owners.

OM812-101-03-00-03-00 Date: June 2009

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For assistance please contact your local supplier or the nearest NICE Systems Customer Service Center:

EMEA Region: (Europe, Middle East, Africa)

Tel: +972-9-775-3800 Fax: +972-9-775-3000 email: [email protected] APAC Region: (Asia/Pacific)

Tel: +852-8338-9818 Fax: +852-2802-1800 email: [email protected] The Americas Region: (North, Central, South America)

Tel: 1-800-NICE-611 Fax: +720-264-4012 email: [email protected] Israel:

Tel: 09-775-3333 Fax: 09-775-3000 email: [email protected]

For general information on NICE Systems products please contact your local distributor or the nearest NICE Systems office:

NICE invites you to join the NICE User Group (NUG).Visit the NUG Website at www.niceusergroup.org, and follow the instructions.

International Headquarters-Israel North America Tel: +972-9-775-3100 Tel: 1-800-663-5601 Fax: +972-9-775-3070 Fax: +201-356-2197 email: [email protected] email: [email protected]

United Kingdom Germany

Tel: +44-8707-22-4000 Tel: +49-(0)-69-97177-0 Fax: +44-8707-22-4500 Fax: +49-(0)-69-97177-200

France Hong-Kong

Tel: +33-(0)1-41-31-80-30 Tel: +852-2598-3838 Fax: +33-(0)1-41-31-80-49 Fax: +852-2802-1800

Please send all queries, comments, and suggestions pertaining to this document to [email protected]

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1

Getting Started ... 15

Contents... 15

Welcome... 16

Shortcut keys ... 16

Notices & customer support ... 17

Starting NICE Inform ... 17

Second Password ... 18

Last login information ... 18

Changing your password ... 19

Changing your second password... 20

Password rules... 21

Licensing information... 21

Users ... 21

Channels ... 21

Workstations ... 21

Grace period ... 22

Licensing warning messages ... 22

NICE Inform applications ... 26

Logging out from NICE Inform ... 27

Closing NICE Inform ... 27

2

NICE Inform Monitor ... 29

Contents... 29

Welcome... 30

Monitor application privileges... 30

Monitor prerequisites... 30

Navigating NICE Inform Monitor ... 31

Resources panel... 31

Navigation ... 31

Selecting resources for live monitoring ... 32

Selecting a resource for replaying recent calls ... 32

Monitoring panel ... 33

Navigating the Monitoring panel ... 33

Resources table ... 34

Monitor control panel... 36

Monitoring resources... 36

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6 User Guide for NICE Inform Applications

Recent calls panel ... 38

Navigating the Recent Calls panel... 38

Timeline display ... 39

Results table ... 40

Recent calls control panel ... 42

Replaying recent calls ... 43

Refreshing the search results ... 44

Setting Recent Calls preferences ... 45

3

NICE Inform Reconstruction ... 51

Contents... 51

Welcome... 54

Reconstruction application privileges... 54

Reconstruction functions... 54

Navigating NICE Inform Reconstruction ... 55

Simple searches ... 56

Performing a simple search ... 56

Creating a simple search ... 57

Using the calendar control ... 58

Resource Selection ... 58

Advanced searches... 60

Introduction ... 60

Searching on more than one CLS... 61

Control buttons ... 61

Wildcards... 62

General page ... 62

Resources page ... 64

Communication page ... 66

Annotations page ... 67

ANI/ALI page ... 68

Free Expression page ... 69

Summary page... 71

Saving a search ... 72

Simple search ... 72

Advanced search ... 72

About saved searches... 73

Running, editing & deleting saved searches... 73

Filtering Search Results ... 75

Using the Filter panel ... 75

Playback... 76

Playback control panel ... 76

Sequential playback ... 78

Timeline display ... 78

Recording bars ... 79

Tool tips... 79

Timeline labels ... 80

Zoom control ... 80

Resource type icons... 80

Recording type events ... 81

Annotation bookmark icons... 81

Playback markers... 81

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Timeline context menu ... 83

Setting playback markers on recordings ... 83

Setting playback markers using the Goto control ... 86

Marker replay position... 86

Selecting all recordings between playback markers ... 86

Loop Mode ... 86

Sequential playback mode ... 87

Clearing Markers... 87

Radio system information ... 87

Motorola IP Recorder (MCC 7500) ... 87

Results table ... 88

Recording type icons... 89

Recording location Icons... 89

Annotation ... 89

Selecting a recording ... 90

Context Menu ... 90

ANI/ALI Data ... 91

Offline media ... 91

Selecting a recording... 92

Method 1 ... 92

Method 3 ... 92

Method 4 ... 92

Method 5 ... 92

Reconstruction features ... 93

Organizer features ... 93

Annotation panel ... 94

Adding and updating annotations ... 94

Adding an annotation ... 94

Updating an annotation ... 95

No annotations to display... 95

No image to display... 95

Adding text to an annotation ... 96

Adding voice to an annotation... 96

Adding an image to an annotation ... 97

Accessories panel... 101

Video & screen playback... 102

Resizing an accessories window ... 102

Accessories toolbar... 102

Video playback panel... 103

Video playback: Button bar ... 103

Capturing the current frame: Button bar ... 108

Screen playback panel ... 110

Screen playback panel: Button bar ... 110

Viewing paired results ... 111

Prerequisites ... 111

Searching for paired results ... 111

Paired results menu options... 112

Hide Paired Results ... 112

Show Paired Results... 112

Show Unmatched Results... 112

Show Primary/Secondary Results Only ... 113

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Paired resource functionality differences ... 114

Searching ... 114

Saved searches ... 114

Saving scenarios... 114

Add to Clipboard ... 114

Add to Organizer ... 114

Remove from list ... 115

Annotations ... 115

Goto control... 115

Replay position... 115

Start and End Markers ... 116

Zoom control ... 116

Clipboard controls ... 117

Setting Loop mode... 117

Loop replay between Markers... 117

Changing the master volume... 118

Volume & balance control ... 118

Configuring date & time output ... 119

Loading/saving scenarios & saving audio/video... 119

Save Scenario ... 119

Load Scenario ... 120

Save Audio ... 121

Save Video ... 122

Printing recording details... 124

Adding Reconstruction Content to Organizer ... 127

Smart Transfer to Organizer ... 128

Setting Reconstruction preferences ... 132

Resetting preferences ... 132

Common controls ... 132

General page ... 133

Results Table page ... 134

Information Balloons page ... 135

Playback Settings page... 136

Printing page ... 139

Filter page ... 139

Accessories page... 140

Simple Search page... 140

Views page... 141

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NICE Inform Organizer... 143

Contents... 143

Welcome... 145

Organizer application privileges ... 145

Navigating NICE Inform Organizer ... 145

Incidents panel ... 146

Overview ... 146

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Adding Reconstruction Content to Organizer ... 148

Incidents list ... 156

Deleting an incident... 157

Exporting an incident... 157

Importing an incident... 159

Searching for an existing incident ... 162

Authenticate an incident... 164

Creating an incident snapshot ... 164

Authenticate files within a Distribution ... 165

Incident Details panel ... 167

Overview ... 167

Incident Details tabs... 168

Incident Folders panel ... 174

Overview ... 174

Incident Folders button bar... 176

Overview ... 176

Creating a new folder ... 176

Delete folder ... 178

Distribution Wizard ... 178

Starting your distribution ... 179

Distributing to a folder or removable media ... 179

Distributing to an email address... 183

Distributing to a cassette tape... 187

Distributing in NICE Inform Media Player format ... 191

Distribution Summary and File Review ... 193

Adding Audio Certification... 196

Reconstruction Content folder tabs... 202

History page ... 202

Content List page ... 202

Button bar (Reconstruction Content) ... 204

Related Material folder tabs ... 213

Button bar (Related Material) ... 215

Distribution folder tabs... 225

Properties page... 228

Button bar (distribution folder)... 228

Setting access privileges ... 230

Adding a user to an incident... 230

Access Rights ... 231

Printing incident details ... 231

Setting Organizer preferences... 233

Resetting preferences ... 234

Common controls ... 234

Printing page ... 236

Distribution Content page... 237

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NICE Inform Audit ... 241

Contents... 241

Welcome... 242

Audit application privileges... 242

Navigating NICE Inform Audit ... 242

Search panel ... 243

Results table ... 243

Saving Audit entries to a file... 245

Printing Audit entries... 246

Setting Audit preferences ... 249

6

NICE Inform User Administration ... 251

Contents... 251

Welcome... 253

User Administration application privileges ... 253

Security principles ... 253

Navigation panel... 254

User security ... 254

Button bar... 254

Tree structure terminology ... 255

User Administration functions... 255

Security ... 255

Administration ... 255

Miscellaneous ... 256

System Security ... 256

About security ... 256

Setting security... 256

Setting password details ... 259

Setting workstation permissions ... 262

Users ... 265

Adding a new user to the system ... 265

Editing user details... 268

Non active users ... 273

Assigning a workstation to a user ... 274

Removing a workstation from a user ... 275

Importing users from a CSV file ... 276

Creating a new user group... 279

Editing a user group ... 282

Adding user group members... 285

Moving a user group ... 286

Deleting a user group... 287

Attaching a user to a profile ... 287

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Profiles ... 290

Application privileges ... 290

Verify ... 290

Monitor ... 290

Reconstruction ... 290

Organizer... 291

Audit ... 292

User Administration... 293

System Administration ... 293

Creating a new profile ... 295

Editing a profile ... 297

Deleting a profile ... 300

Attaching a profile to a user ... 300

Removing a profile from a user ... 301

Searching ... 302

Searching for users, user groups & profiles... 302

Resources ... 303

Attaching resources to a user group ... 303

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NICE Inform System Administration ... 307

Contents... 307

Welcome... 310

System Administration application privileges... 310

Navigation panel... 310

System Administration tasks ... 310

Button bar... 311

Tree structure terminology ... 311

System Administration functions... 312

Site ... 312

Systems... 312

NICE Inform site ... 313

Editing site details ... 313

Site settings... 314

Adding a resource (Overview) ... 318

Automatically ... 318

Manually ... 319

NLS Audio systems... 319

Adding an NLS audio system... 319

Editing an NLS audio system ... 321

Deleting an NLS audio system... 322

NLS audio servers... 323

NLS audio resources... 323

Configuring data retention... 325

Importing NLS resources from a system... 330

Importing NLS resources from a CSV file ... 332

Adding an NLS resource manually ... 333

Editing & deleting an NLS resource ... 336

Exporting resources as a CSV file ... 339

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NiceVision systems... 346

Adding a NiceVision system... 346

Editing a NiceVision system... 347

Deleting a NiceVision system ... 348

NiceVision servers ... 348

NiceVision resources ... 349

Importing NiceVision resources from a system... 350

Importing NiceVision resources from a CSV file ... 351

Adding a NiceVision resource manually ... 353

Editing & deleting a NiceVision resource ... 354

CSV resources file details ... 356

NICE Perform systems ... 357

Adding a NICE Perform system ... 357

Editing a NICE Perform system ... 358

Deleting a NICE Perform system ... 360

NICE Perform servers ... 361

NICE Perform resources ... 362

Importing NICE Perform resources from a system ... 363

Importing NICE Perform resources from a CSV file ... 365

Adding a NICE Perform resource manually ... 366

Editing & deleting a NICE Perform resource... 369

Media Library server configuration... 375

NICE Perform Database backups ... 376

NICE Perform database backup device... 379

NICE Interaction Center ... 380

Logger backup ... 392

NICE Perform Storage Center ... 400

Editing a NICE Perform Storage Center group ... 403

Configuring NICE Perform Storage Center units ... 404

Adding a NICE Perform Storage Center unit ... 406

Editing a NICE Perform Storage Center unit ... 407

Deleting a NICE Perform Storage Center unit ... 408

Resource Groups ... 409

Creating a resource group ... 409

Editing a resource group ... 411

Moving a resource group ... 413

Deleting a resource group... 414

Inform Servers ... 415

Inform server details... 415

Editing Inform server details... 416

Inform server settings... 418

Changing the role of a standby Inform server... 426

Reintroducing the original master Inform server ... 428

Deleting a standby Inform server ... 429

Inform server resilience failover ... 429

Managing incident storage (overview) ... 431

Defining audit parameters ... 435

Importing licensing details... 436

Workstations... 439

Configuring workstations... 439

Adding a workstation... 440

Editing a workstation ... 441

Workstation settings... 442

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Positions ... 443

Overview ... 443

Adding a position... 443

Editing a position... 447

Moving a position ... 447

Deleting a position... 448

Removing workstations from a position ... 450

Assigning resources to a position ... 450

Removing resources from a position ... 452

NICE Inform Database backups... 452

Configuring NICE Inform database backups... 452

NICE Inform database backup device ... 456

Glossary

Icons ... 457

Monitor ... 457

Reconstruction ... 457

Organizer... 459

User Administration... 460

System Administration ... 460

Common icons ... 461

Shortcut keys... 463

Audit events... 464

NICE Inform ... 464

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Chapter 1: Getting Started 15

1

Getting Started

Welcome

Welcome to NICE Inform™ application suite.

NICE Inform™ is an application suite for Public Safety organizations. The NICE Inform application suite provides:

• The ability to select particular recordings for playback and analysis.

• Logging and storage of the organization's recordings and other related data.

• Analysis and distribution of recordings made by the organization, in particular:

• Locating recordings from various media types to reconstruct a particular incident.

• Managing the storage of reconstructed incidents and their distribution either internally or outside the organization.

• Monitoring of live communications and replaying of recent calls.

This guide shows you how to use the basic facilities, and then how to use the more advanced features to simplify your tasks. The guide is composed of the following major topics:

• Getting started - shows how to log into NICE Inform, change your password and provides licensing information.

• Monitor - provides the ability to monitor real time audio and for replaying recent calls.

• Reconstruction - provides the replay interface for your recordings.

• Organizer - provides the ability to manage incidents.

• Audit - enables administrators to view and manage the audit events raised within a NICE Inform system.

• System Administration - enables administrators to install and set up the physical NICE Inform servers.

• User Administration - enables administrators to set up system-wide and user-by-user security for NICE Inform.

Shortcut keys

Throughout NICE Inform there are a number of places where shortcut keys (or accelerator keys) can be used to invoke a particular function. For example, in NICE Inform Reconstruction, to playback a selected recording press the Shift + Space keys.

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Notices & customer support

Refer to your supporting documentation for customer support information.

Copyright

This product contains the following code library:

• log4net

• Windows Media Video 9 VCM Codec

• Chilkasoft Chilkat.NET

Further details can be found on the installation CD in the \Documentation\Third Party Licenses folder.

Starting NICE Inform

To start NICE Inform:

1 Open your Internet Browser.

NOTE:

To avoid re-entering the NICE Inform URL every time you run the application suite, It is recommended that you add the NICE Inform website to your Internet ’favorites’ the first time you run the application.

2 In the Address text-box, type in the web address of NICE Inform, or select the application from your list of favorites.

3 Click GO. You are presented with the login screen:

4 Type in your username and password.

NOTES:

• You can change your password at any time if required (see Changing your password).

• A NICE Inform Administrator can set your account so that you MUST change your password at next login by editing your user details.

• You can close the login screen by either clicking the Close button or by clicking the red cross button in the top right corner of the screen.

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Second Password

During the login process you may be asked to enter a second password for further verification:

1 Enter the second password and click the OK button.

The second password login option is configured within the NICE Inform User

Administration application (see Editing user details in the NICE Inform User Administration

chapter).

2 If within the User Administration application, the Require second password option is selected at the Organization level and a user does not have the second password set on an individual level, then that user will have to create a new second password during login. To set this option in User Administration, see Setting security in the NICE Inform User

Administration chapter.

3 Enter the new password, confirm it and click the OK button.

Last login information

After entering your user details to log in to NICE Inform, you may be displayed with a last login details screen. This will only be presented to the user when the Display last login information option is selected within the User Administration application. For help setting this option, see

Setting security in the NICE Inform User Administration chapter. The last login information displays the following login security details:

• The number of unsuccessful login attempts.

• The date and time of the last unsuccessful login attempt.

• The date and time of the last successful login attempt.

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Changing your password

To change your password:

1 Click the Settings button at the top right-hand corner of the window.

2 In the drop-down menu, click the Change Password option. The Change Password dialog box opens:

3 Type in the required information:

• Your old password.

• Your new password.

• Your new password confirmed.

NOTE:

A NICE Inform Administrator can set your account so that you MUST change your password at next login (see Editing user details).

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Changing your second password

If you login to NICE Inform with a second password, then when changing your password you will be presented with a different Change Password dialog:

First Password

1 Check the Set this password box to enable this section.

2 Type in the required information:

• Your old password.

• Your new password.

• Your new password confirmed.

Second Passw ord

1 Check the Set this password box to enable this section.

2 Type in the required information for your second password:

• Your old second password.

• Your new second password.

• Your new second password confirmed.

NOTES:

• Copying and pasting the text from the previous text-box will NOT work.

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Password rules

The following password rules always apply:

• Must be equal to or longer than the minimum length.

• Must not contain any of the user’s first name, last name or Username.

• Must not be the same as the second password (either the standard or second, if enabled).

• Must not appear in the Password History (if password history is enabled), (both standard and second password histories).

• Must not appear in the Forbidden Password list.

• Must not contain any blanks.

• If strict password checking is enabled then the following additional rules apply:

• Must have at least one capital letter.

• Must have at least one lower case letter.

• Must have at least one number or special character.

• Must have no identical consecutive characters.

Licensing information

This section provides everything you need to know about licensing information when using NICE Inform.

Licensing can be broken down into two distinct sections (Users and Channels):

Users

• Each time a user is given access to a licensed NICE Inform application by attaching a profile to a user and/or attaching a user to a profile in User Administration a license is allocated.

• For help attaching a profile to a user, see Attaching a profile to a user in the NICE Inform System Administration chapter.

• For help attaching a user to a profile, see Attaching a user to a profile in the NICE Inform System Administration chapter.

• System and User Administration applications are NOT license limited as long as you have Administration privileges.

• Licensing is assigned per user and therefore is NOT floating.

Channels

• Every time when adding/importing resources into the system a license is allocated per channel added. For example, if 24 channels are imported then 24 licenses are used.

Workstations

• This is an alternative to licensing the number of users. Refer to the Licenses page where you import your licensing details (see Importing licensing details) to see whether the number of workstations is licensed.

• Each time a user logs on from a workstation unknown to the system a workstation license is allocated. This will also happen when a workstation is added in the User Administration application (see Adding a workstation in the NICE Inform User Administration chapter).

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• Licensing is assigned per fixed workstation and therefore is NOT floating.

• System and User Administration applications are NOT license limited as long as you have Administration privileges.

Grace period

When one or more of the license parameters has been exceeded, the license remains valid but enters a grace period. This permits you to use those exceeded licenses for the duration of the grace period.

When the grace period ends the license reverts back to its original parameters. There are two ways to reset the grace period:

• Remove users from the system until the license remaining goes back to 0 or a positive number. To view remaining licenses you need to view the Licenses page at the Organization level within System Administration (see Importing licensing details within the NICE Inform System Administration chapter).

For help removing users from the system using User Administration, see Deleting a user in the NICE Inform User Administration chapter.

• Importing a new license file provided to you by NICE.

For help importing a new license using System Administration, see Importing licensing details within the NICE Inform System Administration chapter.

Licensing warning messages

When logging in to NICE Inform you may be presented with a licensing message informing you that either the license has expired, is invalid or has been exceeded.

The message you may be presented can vary depending if you are an administrator or a user of NICE Inform:

Administrators

• When the NICE Inform license has expired a message is presented. Click OK to this message and NICE Inform will load with User and System Administration applications enabled. All other applications are disabled.

• If the license is due to expire within the next 30 days a warning message is presented. Click OK to this message and NICE Inform will load. Once the license has expired then you may be presented with a grace period warning message dialog).

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• If the license is invalid a message is presented informing you that you have automatically entered a grace period. Click OK to this message and NICE Inform will load normally.

• If the license is Invalid and the grace period expired a warning message is presented. Click OK to this message and NICE Inform will load with User and System Administration applications enabled. All other applications are disabled.

• If the license has been exceeded a warning message is presented informing you that you have automatically entered a grace period. Click OK to this message and NICE Inform will load normally.

• If the license has been exceeded and the grace period has expired a warning message is presented informing you that some applications may be restricted. Click OK to this message and NICE Inform will load. User and System Administration applications will NOT be restricted. Any grace licenses will be revoked.

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Users

• If the license has expired a warning message is presented. You cannot login to NICE Inform. Please contact your NICE Inform administrator.

• If the license is invalid a warning message is presented. You cannot login to NICE Inform. Please contact your NICE Inform administrator.

• If the license has been exceeded and the grace period has expired a warning message is presented informing you that some applications may be restricted. Click OK to this message and NICE Inform will load with ONLY licensed applications enabled. Any grace licenses will be revoked. Please contact your NICE Inform administrator.

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• If you either have no application privileges a warning message is presented. Either you have no privileges assigned to you or their license allocation has been revoked. Either way, please contract your NICE Inform administrator.

• If you are trying to login to NICE Inform with a workstation that is not known to the system, a warning message is presented. You will only potentially see this message if the Automatically learn workstations check-box is un-checked in the Workstations page (see Setting

workstation permissions in the User Administration chapter). Please contact your NICE Inform administrator.

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NICE Inform applications

Running along the top of NICE Inform™ application suite is the Application selector bar.

The applications available to you are:

• Monitor

• Reconstruction

• Organizer

• Audit (available under the Accessories menu)

• User Administration (available under the Accessories menu)

• System Administration (available under the Accessories menu)

NOTE:

If an application is not available for selection you either do not have the necessary privilege and/or license in order to access it.

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Logging out from NICE Inform

To logout from NICE Inform:

1 Click the Logout icon the top right-hand corner of the application:

2 You are presented with a confirmation message.

3 Either:

• Click Yes to confirm that you wish to logout,

-or-

• Click No to cancel.

Closing NICE Inform

To close NICE Inform:

1 Click the red cross button in the top right corner of the application.

2 You are presented with a confirmation message.

3 Either:

• Click Yes to confirm that you wish to close NICE Inform.

-or-

• Click No to cancel.

NOTE:

Either logging out or closing NICE Inform saves your current preferences.

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Chapter 2: NICE Inform Monitor 29

2

NICE Inform Monitor

Welcome

The NICE Inform Monitor Application enables you to:

• Monitor real time audio from a logger within an NLS audio system or a NICE Perform system using the Monitoring panel (see Monitoring panel).

Single or multiple channel based recorders can be monitored in real time from either a physical recording device or logical resource groups.

• Replay recent calls from channels on a logger within an NLS audio system or a NICE Perform system using the Recent Calls panel (see Recent Calls panel).

All calls associated to a recording system or resource group are searched for and displayed within the Results table in order for you to replay the call (or calls) you require.

NOTE:

When performing a search, the Recent Calls panel searches the loggers directly and NOT

the CLS.

Monitor application privileges

To use the Monitor application, you MUST have the required privilege allocated to you (see

Application privileges section within the NICE Inform User Administration chapter). If not, the Monitor option will not be displayed in the Application selector bar when you log in.

Monitor prerequisites

In order to use the NICE Inform Monitor application, you need to have one or more audio channel resources assigned to you; either from a resource group, an NLS Audio system or a NICE Perform system. To assign resources to users, follow the procedure below:

1 Within NICE Inform System Administration, a resource group needs to be created and have audio channel based resources assigned to it (see Creating a resource group in the NICE Inform System Administration chapter).

2 Once a resource group has been created, a user group needs creating. This is done within the NICE Inform User Administration application. Following the New User Group Wizard, (see

Creating a new user group in the NICE Inform System Administration chapter), there are two important things to do:

• The required user is added to this user group.

• Ensure that the required resources are assigned to this user group, either by assigning from the newly created resource group to this user group or by assigning the resources directly.

Now that resources have been assigned, you can monitor real time audio (using the Monitoring panel) (see Monitoring panel) and replay recent calls (using the Recent Calls panel) (see Recent Calls panel).

NOTE:

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Navigating NICE Inform Monitor

The NICE Inform Monitor application consists of a Resources panel, a Monitoring panel and a Recent calls panel:

To minimize a panel click the button associated to the panel that is open. To maximize a panel, click the button associated to the panel that is closed.

Resources panel

Navigation

NOTE:

Specific terminology is used when navigating the Resources tree. For help with this terminology, see Tree structure terminology.

The Resources panel consists of a tree structure which shows:

• Resource Groups

Nodes in this section show the logical resource groups that have been created by administrators of the NICE Inform system. A resource group is attached to a user to specify the resources that person has been granted access to by their System Administrator.

Administrator users will only see, at the top level of this node is a fixed branch, (Logger Channels), which includes all logger channels in the system and the devices to which each one is associated are listed.

You will only be able to see the resource groups that you have privileges to see. For information regarding required privileges, click here

For help adding a new resource group, using NICE Inform System Administration, see

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NOTE:

This procedure MUST be performed by a NICE Inform Administrator.

• Recording Systems

• Site1 - a fixed node detailing the NICE Inform site.

• Audio Systems - one or more nodes containing audio systems the have been configured in the system, (NLS Audio and NICE Perform, etc).

NOTE:

Recording Systems are added using NICE Inform System Administration.

Selecting resources for live monitoring

To monitor the appropriate channel based resources using NICE Inform Monitor, you first need to select the required node from the Resources tree.

Once you have selected either a recording system or a resource group node, all the corresponding channel based resources are displayed in the Resourcestable (see Resources table) within the Monitoring panel (see Monitoring panel). You are now ready to monitor resources (see

Monitoring resources).

Selecting a resource for replaying recent calls

To replay the last calls on a particular resource over a pre-defined recent period of time, you first need to select the required node from the Resources tree.

Once you have selected either a recording system or a resource group node, all the corresponding calls are displayed in the Resultstable (see Results table) within the Recent Calls panel (see

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Monitoring panel

Navigating the Monitoring panel

The Monitoring panel consists of a resourcestable, a control panel and a preferences control:

To minimize the Monitoring panel, click the button. To maximize the Monitoring panel, click the button.

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Resources table

The Resources table displays all the channel based resources that you have chosen to view when using the Resources panel.

It is here that you can monitor live resources (see Monitoring resources).

NOTE:

Each column can be sorted in descending or ascending order by clicking the column heading except the Activity and Alarms columns. You can also reorder the three columns

(Monitored, Activity and Type) and the two columns (Resource and Alarms) by dragging them to the right location.

The column heading information displayed in the Resources table is as follows:

Resource type column

The resource type column [ ] is shown by an icon (see Results Table within the NICE Inform Reconstruction chapter).

Monitored column

This column displays whether the resource is being monitored or not:

• The column is blank if the resource is not being monitored.

• The column displays an icon if the resource is being monitored.

Move your cursor over the Monitored column of a resource that is currently being monitored and a Stop button is presented indicating that if you click this button, monitoring will stop for this resource.

Move your cursor over the Monitored column of a resource that is currently not being monitored and a Monitor button is presented indicating that if you click the button monitoring will start for this resource.

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Activity column

This column displays by means of an icon whether there is activity currently on that resource. The different activity icon states are:

Icon Description

No Activity - there is no activity on the resource.

Activity not monitored - there is activity on the resource but it is not being

monitored. It is useful to know if there is activity on channel based resources in order to monitor activity.

Activity monitored - there is activity on the resource and it is being monitored.

Channel not recording - if no icon is displayed in the Activity column for a particular channel then that channel is NOT recording. Channel recording is configured using the NICE Administrator™ and NICE Monitor™ applications.

Type column

This column displays (by means of an icon) the type of resource. The different resource type icons are:

Icon Description

Telephony Agent (future feature - resource type not currently supported by Monitor)

Telephony channel Radio channel

Talkgroup (future feature - resource type not currently supported by Monitor)

Generic audio

Resource column

This column displays the name of each resource.

NOTE:

The text is emboldened when a resource is being monitored.

Click the Loudspeaker button to display a volume and balance control for the corresponding resource (see Volume & balance control).

NOTE:

The volume and balance settings for each resource are saved with your user preferences each time NICE Inform is closed and are restored when it is reopened.

Alarms column

This column displays any alarms generated by the system when trying to monitor the corresponding resource.

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Volume & balance control

• Volume

To increase the volume, click and drag the slider upwards or press the up arrow on your keyboard. To decrease the volume, drag the slider downwards or press the down arrow on your keyboard.

• Balance

To determine which speaker the call is played back from, slide the balance control towards the required speaker or press the right-left arrows on your keyboard.

This setting over-rides the Default balance option within the Monitor Preferences control (see Setting your Monitor preferences) unless the Use Defaults option is selected.

Monitor control panel

Where relevant, the shortcut keys are displayed alongside each function in the accompanying table e.g. for Monitor the shortcut is Shift + Space.

Button Description

Monitor (Shift + Space) - click to start monitoring the selected resource. When clicked, changes to Stop.

Stop (Shift + Space) - click to stop monitoring of the selected resource. When clicked, changes to Monitor.

Stop all (Ctrl + I) - click to stop monitoring all resources.

Replay last message (Ctrl + R) - click to replay the last recording on the selected resource. The Recent Calls panel will automatically open (see Recent Calls panel).

Master volume - changes the monitoring volume, click and drag the master volume slider: Right to increase the volume (Ctrl + + (plus sign)),

Left to decrease the volume (Ctrl + - (minus sign)).

Monitoring resources

To monitor a resource, a collection of resources or a resource group:

1 Select the required recording system, resource or resource group from the Resources panel.

2 From the Resources table, select resources to monitor by either:

a Monitor a single resource by double clicking anywhere in the corresponding row,

NOTE:

This procedure stops ALL monitoring on any other channels.

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b Monitor a single resource by single clicking within the corresponding Monitored column,

-or-

c Select multiple resources (using Microsoft Windows standard Shift and Ctrl methods) ensuring you are not clicking anywhere within the Monitored column. Then click the

Monitor button.

NOTES:

• You can ONLY monitor a maximum of 10 different resources at one time on one client or clients on the same logger. For example, if one user is monitoring 5 resources then other users wishing to monitor are restricted to 5 further resources on the same logger.

• The maximum number of distinct channels on all loggers that can be concurrently monitored by all clients in the system is 30.

Stop monitoring

There are two ways to conventionally stop monitoring resources:

• Hover the cursor over the Monitored column of a resource that is being monitored. A Stop button is presented. Click this button and monitoring will stop for this resource.

• Click the Stop all button in the Monitor control panel. Monitoring will now stop for all resources.

NOTE:

If you change the recording system or resource group from the Resources panel, any resources that were being monitored will stop.

Setting Monitor preferences

Click the Monitor preferences button and the Preferences control for the Monitor application is presented:

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• Default Balance - Move the slider left or right according to the speaker channel you require to listen to the monitored audio. This setting is set to the center by default.

If the balance setting has been changed for a particular resource (by clicking the Loudspeaker button in the Resources table) then changing the balance setting in the Monitor preferences control will not affect it.

• Include IRIG date and time - IRIG B122 (a time synchronization format), is enabled by checking the box. Then select whether you want IRIG date and time output on the left-hand or right-hand channel. The audio will be played through the other channel only.This setting is deselected by default.

If at any stage you wish to reset the preferences back to their default setting:

1 Click the Use Defaults button.

2 Click Yes to the resulting dialog box. All resources will now be reset to their default settings.

Recent calls panel

Navigating the Recent Calls panel

The Recent Calls panel consists of a resultstable, a control panel and a preferences control. When opening the Monitoring panel, a screen similar to this is presented:

To minimize the Recent Calls panel, click the button. To maximize the Recent Calls panel, click the button.

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Timeline display

The Timeline display shows the current call being replayed in a horizontal strip graphical form. The horizontal strip for the call shows:

• The start and end point of the call.

• Points at which, an annotation or ANI/ALI have been added to the call.

The vertical line is called the Replay cursor. This cursor (or marker) indicates at what point the call is being replayed. It can be dragged using the left mouse button to the required time.

Two vertical dotted lines are shown within the Timeline display. These dotted lines represent the start and end times of the selected call search. The replay cursor CANNOT be moved outside of the boundaries of these dotted lines.

NOTE:

If you have selected multiple calls from within the Results table, when replayed the Timeline display will show each call in time order (oldest first).

Tool tips

Resource information is displayed by hovering the cursor over the resource label in the Timeline display. A tool tip is then presented:

Call information is be displayed by hovering the cursor over the call bar in the Timeline display. A tool tip is then presented:

The call information displayed within the call bar tool tip is configurable in the Information Balloons page within the Recent calls preferences (see Setting Recent calls preferences).

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Results table

The Results table comprises a table of returned calls associated to a resource (or resources) within a recording system or resource group.

There are three columns displaying icons at the left of the table. These icons are: - the recording type column header.

- the recording location type column header. - the annotation type column header.

Three columns, Resource, Start Time and Duration, are always present on the left of the table (after the icons). You can set the remaining columns to be displayed and the order they are displayed in the Results Table page within the Recent calls preferences control, otherwise the defaults are used (see Setting Recent calls preferences).

NOTE:

Each column can be sorted in descending or ascending order by clicking the column heading. You can also reorder the columns by dragging them to the right location.

Recording type icons

The recording type is shown by an icon (see Results Table within the NICE Inform Reconstruction

chapter).

Recording location Icons

The location of the recording is shown by an icon (see Results Table within the NICE Inform Reconstruction chapter).

Annotation

If a recording has one or more annotations, an icon is displayed in the Annotation column of the corresponding row to indicate that an annotation has been added to this call. Annotations are added using NICE Inform Reconstruction. For help adding and updating annotations, (see Adding and updating annotations in the NICE Inform Reconstruction chapter).

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Selecting a call

To select a call for replay, select the required entry in theResults table; this selects the entire call. You can then either use the Recent calls control panel to play the call, or use the keyboard shortcuts:

Key Held

Down State Single Click Double Click

None

Recording under cursor not selected.

Recording becomes selected, all others un-selected.

Recording becomes selected, all others un-selected, plus recording is played.

None Recording under

cursor selected. Deselect.

Recording remains selected, all other recordings become un-selected, plus recording is played.

Control

Recording under cursor not selected.

Recording becomes selected in addition to any other already selected.

Recording becomes selected in addition to any other already selected, plus all selected recordings are played.

Control Recording under cursor selected.

Recording becomes un-selected.

Recording remains selected in addition to any other already selected, plus all selected Recordings are played.

Shift

Recording under cursor selected or un-selected.

All recordings between the last recording selected and the recording under the cursor are selected.

All recordings between the last recording selected and the recording under the cursor are selected, plus all selected recordings are played.

When a call is selected for replay, (see Replaying recent calls) it is highlighted in theResults table. Also, the Timeline display updates to represent the selected call.

NOTES:

• There is no indication of how much of the call will be replayed.

• Press Ctrl + A to select all calls in the Results table.

Context Menu

When right-clicking on any recording within the Results table,a context menu is presented. The following option is available:

• Play - plays the selected call using the Recent calls control panel (see Recent calls control panel).

ANI/ALI Data

Where calls in the Results table are displaying ANI/ALI data with more than one ANI/ALI record associated with them, the entries display the data from either the earliest or latest ANI/ALI record, as set in the General page within the Recent calls preferences (see Setting Recent calls

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Recent calls control panel

Where relevant, the shortcut keys are displayed alongside each function in the accompanying table e.g. for Play, the shortcut is Shift + Space.

Button Description

Play (Shift + Space) - click to start playback of the selected calls from the earliest selected call to the most recent. When clicked, changes to Pause.

Pause (Shift + Space) - click to stop playback of the selected call at the current position. When clicked, changes to Play, which, when clicked, will restart playback of the selected call from the paused position.

Stop (Ctrl + I) - stops the replay of the call currently being replayed. The playback cursor moves to the earliest point in the selected call.

Next (Ctrl + K) - when clicked, replay skips to the next (recent) call in the selection.

Previous (Ctrl + J) - when clicked, replay skips to the previous (earlier) call in the selection.

Rewind (Ctrl + <) - moves the replay position of the call currently being replayed back by a predefined amount, defined in the Playback Settings

page within the Preferences control (see Setting Recent calls preferences).

Fast forward (Ctrl + >) - moves the replay position of the call currently being replayed forward by a predefined amount, defined in the Playback Settings page within the Preferences control (see Setting Recent calls preferences).

Time Indicator - shows the current time of the call that is being replayed.

AGC on/off (Ctrl + Shift + A) - AGC (Automatic Gain Control) improves the clarity of quiet audio. Click to switch the AGC on or off, depending on its current state.

Loop on/off (Ctrl + L) - Loop mode enables you to continuously playback replay the selected calls.

Master volume - changes the playback volume, click and drag the master volume slider: Right to increase the volume (Ctrl + + (plus sign)), Left to decrease the volume (Ctrl + - (minus sign)).

NOTE:

This is a global setting that affects all replayed audio.

Playback speed (Ctrl + Shift + G)/(Ctrl + Shift + S) - varies the playback speed between 0.25 and 8 times real time with pitch correction. You can vary the speed at any time, either before or during playback. To change the playback speed, click and drag the slider: Right to increase the speed by the amount shown, Left to decrease the speed by the amount shown.

Supported audio speeds: 0.5, 0.6, 0.7, 0.8, 0.9, 1.0, 1.1, 1.2, 1.3, 1.4, 1.5, 1.6, 1.7, 1.8, 1.9, 2.0, 3.0, 4.0, 6.0 and 8.0.

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Chapter 2: NICE Inform Monitor 43 tool tip displaying the exact playback speed.

Set the playback speed to anything other than 1.0 and the pointer is colored orange. If the pointer is colored grey then playback speed is set to 1.0. This provides a clear indication that the speed is being played at real time (1.0).

Reset playback speed (Ctrl + Shift + N) - resets the current playback speed to x1 (normal).

Replaying recent calls

Before you replay recent calls on a resource, you may wish to configure the time period you wish to search against. To do this, you need to set the time frame in the Search last drop-down box within the General page. The General page is located within the Recent calls preferences (see

Setting Recent calls preferences).

NOTE:

Depending on the time period selected, it may take a short time before the Results table displays all the recent calls on the resource.

There are three ways to replay recent calls on a selected resource:

From the Monitoring panel

To replay recent calls from the Monitoring panel:

1 Select the required recording system, resource or resource group from the Resources panel (see Resources panel).

2 From within the Resources table (see Resources table) select the resource that you wish to replay recent calls from.

3 Click the Replay last message button and the Recent Calls panel opens.

All calls are now searched for on this resource over the chosen time frame. Once the search has completed, all calls on that resource are displayed within the Results table. The most recent call is now automatically replayed.

NOTE:

The resource node remains selected within the Resources panel when the Recent Calls panel opens.

Using the Recent calls control panel

To replay recent calls using the Recent calls control panel within the Recent Calls panel:

1 Select the required recording system, resource or resource group from the Resources panel (see Resources panel). All the calls are searched for on the associated resources and are then displayed within the Results table (see Results table).

2 Select the call from within the Results table and click the Play button or use the Keyboard shortcuts (see Results table).

The selected recent call is now replayed.

NOTE:

If you have selected multiple calls within the Results table (using Microsoft Windows standard Shift and Ctrl methods) then each call will be replayed in time order (oldest first through to the most recent).

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Right-clicking the call within the Results table

1 Within the Results table, right-click the required call for replay and a context menu is presented.

2 Select Play from the context menu. The selected recent call is now replayed.

Refreshing the search results

Refreshing the search may take a while depending on:

• The number of calls associated to the resource.

• How long ago you are searching against. You can change this time period using the Search last feature in the General page within the Recent calls preferences (see Setting Recent calls preferences).

NOTE:

When performing a search, the Recent Calls panel searches the loggers directly and NOT

the CLS.

There are two methods that call search results can be refreshed:

Manually refreshing the results

Click the Refresh results button to refresh all the recent calls on the selected resource. An indication since the last refresh occurred is provided as a progress bar alongside the Refresh results button. Hover the cursor over this bar to provide the time since the last refresh.

Whilst the refresh is occurring, a progress bar is displayed providing you with an indication of how long the refresh process will take.

Once the calls have been refreshed manually, they are displayed within the Results table (see

Results table).

NOTE:

If an automatic refresh is in progress, the Refresh results button is disabled.

Automatically refreshing the results

Recent calls are refreshed automatically approximately every 30 seconds.

An indication since the last refresh occurred is provided as a progress bar alongside the Refresh results button. Hover the cursor over this bar to display a tool tip which shows the time since the last refresh.

Whilst the refresh is occurring, a progress bar is displayed providing you with an indication of how long the refresh process will take.

Once the calls have been refreshed automatically, they are displayed within the Results table (see

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Setting Recent Calls preferences

Clicking the Recent Calls preferences button, opens the Preferences control for the Recent Calls panel. This control consists of the following tabbed pages:

• General page

• Results Table page

• Information Balloons page

• Playback Settings page

Resetting preferences

If at any stage you wish to reset all the preferences pages back to their default setting:

1 Click the Use Defaults button.

2 Click Yes to the resulting dialog box. All Recent Calls preferences will now be reset to their default settings.

Common controls

Several of the tabbed pages within the preferences control provide two lists; fields which are available for selection, and fields which you have selected.

To add entries to the Selected fields list:

1 Highlight the required entry in the Available fields list.

2 Click the Add > button; the entry is moved to the Selected fields list.

3 Repeat for each entry required.

To remove entries from the Selected fields list:

1 Highlight the required entry in the Selected fields list.

2 Click the < Remove button; the entry is moved to the Available fields list.

3 Repeat for each entry required.

• To move all entries to the Selected fields list, click the Add All >> button.

• To move all entries from the Selected fields list, click the <<Remove All button.

TIP: If you wish to select all but one or two entries, click the Add All >> button to move all

entries to the Selected fields list, then remove the items not required.

Once in the Selected fields list, the List order controls modify the order that the fields are displayed:

Button Description

Moves the highlighted field to the start of the list. Moves the highlighted field up one place in the list. Moves the highlighted field down one place in the list. Moves the highlighted field to the end of the list.

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General page

Enables you to select which ANI/ALI records you wish to display/print and the accuracy to which time spans are displayed.

ANI/ALI Records

If there is more than one ANI/ALI record associated with the recording, then this feature selects which record is displayed in the Results Table and information balloons.

Select either:

• First - select this option to display the first ANI/ALI record associated with the recording,

-or-

• Last - select this option to display the last ANI/ALI record associated with the recording.

Select the accuracy to which times and time spans are displayed

Select either:

• Second - the Results table displays recordings to the second,

-or-

• Decisecond - the Results table displays recordings to a 10th of a second,

-or-

• Centisecond - the Results table displays recordings to a 100th of a second.

Search last - select the time period from the current time. By default 10 minutes is selected. To go back over a greater time period, you MUST have the required privilege allocated to you.

For help regarding application privileges, see Application privileges, within the User Administration chapter.

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Results Table page

Enables you to select which fields you wish to display as columns in the Results table (see Results table) and the order they are displayed in.

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Information Balloons page

Fields

Enables you to select which fields are displayed in the information balloon (displayed when you hover your cursor over a call, event or other recording) and the order they are displayed in.

ANI/ALI Fields

Enables you to select which fields are displayed in the ANI/ALI information balloon (displayed when you hover your cursor over an ANI/ALI icon) and the order they are displayed in. Only ANI/ALI fields are displayed in this group of controls. When there is no ANI/ALI available in the system, these controls are disabled.