Download Engage QM Integrated Files

The software and other resources you need during the implementation of Engage QM Integrated are available on the NICE CXone SFTP site. Use an FTP client such as FileZilla. To access the NICE CXone SFTP site, you must have access to port 22 for secure FTP through your network. Access the NICE CXone SFTP site using these credentials: 

Host sftp://sftp.ucn.net/
User name CustomerWFO
Password GOKtu0N
Port 22

During the connection process, you may see an Unknown Host Key message. If you do, select the Always trust this host, add this key to the cache option and click OK. Depending on the FTP client you are using, the exact message and the name of the option you select may vary.

An FTP client message indicating that because the server's host key is unknown, there's no guarantee that the server is the computer you think it is.

Use FTP Client for File Download

This information is provided for your convenience. Consult the documentation for your FTP client for more specific help.

  1. Connect to the NICE CXone SFTP server using the credentials provided in the preceding section.

  2. When the FTP client connects, navigate through the file tree in the Local Files section to the location on your computer where you want to store the downloaded files.

  3. Under Remote Files, navigate to the /NICE/QM folder.
  4. Drag the /QM folder from Remote Files to the directory under Local Files where you want to store the downloaded files.
  5. When the download is complete, disconnect from the NICE CXone SFTP server.

Engage QM Integrated Files

The files available on the NICE CXone SFTP site are listed in the following table. Depending on how your organization is implementing Engage QM Integrated, you might not need to use all of the files and programs in this list.

File Name

Contents

Details

Location: /QM/[version] Files/
[version] NICEPlayback [version].zip NICE Player Codec Pack.msi

Allows Engage QM Integrated users to play back calls. This must be installed on all workstations where agents or other users need to play back calls. Installation can be automated.

If you are upgrading from a previous version of Engage QM Integrated, use the NICE Playback installation files located in the [version]Upgrade files folder.
  NICE Player.msi A standalone player that allows users to listen to encrypted calls outside of Engage QM Integrated. Only install for users who are not agents but need this ability, such as HR personnel or senior leadership. You must install the NICE Player Codec pack in addition to the NICE Player.
[version] NICEReporterViewer [version].zip

Reporter Viewer.exe

Reporter Viewer.msi

Allows users to view and run reports. Install on all workstations where users need to perform these tasks. Use the EXE to install on single workstations and the MSI for silent or automated installations.

If you are upgrading from a previous version of Engage QM Integrated, use the NICE Reporter Viewer installation files located in the [version]Upgrade files folder.
DigiCertCA.zip DigiCertCA.crt Contains a digital certificate that provides secure access to Engage. It must be installed on every workstation that will access the Engage QM Integrated system. Installation can be automated.
NICEScreenAgent-[version].zip Setup.exe

Installs a service that allows Engage QM Integrated to record workstation screens. Install on all workstations where users need their screens to be recorded. Can be installed manually or silently.

If you are upgrading from a previous version of Engage QM Integrated, use the NICE ScreenAgent installation files located in the \[version]Upgrade files folder.
Port Checker.zip EngageCustomerValidation.exe and other files The Port Checker tool, which allows the IT team to verify that the network is configured properly during the implementation process.
TLS1.2AddTLS.zip Update TLS Security Protocols Updates TLS security profiles. It's a required installation for all workstations that access the Engage QM Integrated system.
Location: /QM/Engage Validation Tool
[version] US.zip Engage Validation tool installation files Installs the Engage Validation tool. Use for all environments other than US1.
Engage Validation - LAX.zip Engage Validation tool installation files Installs the Engage Validation tool. Use for all environments other than US1.
Location: /QM/Group Policy
GPO batch for login_out.zip Screenshots and a text file Provides information about a group policy you can create for agents who use laptops.
GPO for SA restart at User unlock.docx   Provides information about a group policy you can create if agents in your organization share workstations during their shifts.
Location: /QM/VPN Configurator Tool/
ScreenAgentNICConfiguratorSetup_[version]zip

ScreenAgentNICConfiguratorSetup Install Instructions.docx

ScreenAgentNICConfigurationSetup.msi

Allows access to Engage QM Integrated through a VPN.
Location: /QM/
NAT PAT configuration - NICE inContact .pdf   Provides information to help the IT/Network team to set up Network Address Translation/ Port Address Translation (NAT/PAT), which is essential for screen recording to happen.