Manual Installation of End-User Applications

There are several applications for use with Engage QM Integrated. ScreenAgent allows Engage QM Integrated to record activity on user screens. Reporter Viewer allows users to run and view reports. Playback allows users to play back recorded interactions. Agents must have all of the applications. Other users in your organization may need some of the applications. For example, HR representatives may need to be able to play back recordings. Use the tasks in this topic when you need to install an application on a small number of systems. If you need to install on many systems, use a silent installation.

Install ScreenAgent

Install ScreenAgent manually during the initial setup of Engage QM Integrated. You can also use it any time you need to install the ScreenAgent on a small number of systems, such as for a new employee. If you need to install on multiple systems, perform a silent installation or automated process.

  1. Download the NICEScreenAgent-[version].zip file or copy it to the system where you're installing the application.
  2. Extract the files from the ZIP file and navigate to the location where you extracted the files.
  3. Run Setup.exe.
  4. If prompted to allow changes on this system, click Yes. Click Next on the Welcome page.
  5. Change the installation location if you want and then click Next.
  6. Enter the IP Address/Hostname that your NICE CXone account representative gave you (for example, engage-us2.incontact.com) and click Add.
  7. Click Next > Install.
  8. When the installation is complete, click Finish.
  9. Restart the workstation.
  10. Click the Start menu and locate Notepad ++ or a similar text editor. Right-click on the name of text editor you're using, click More, and click Run as administrator. If prompted, provide administrator credentials.
  11. In the text editor program you just opened, open C:\Program Files (x86)\NICE Systems\ScreenAgent\SAInstallParams.xml.
  12. Locate TenantID=" " and type your tenant ID between the quotation marks. Do not include any extra spaces before or after the ID, and do not modify any other values in the file.
    The portion of the SAInstallParams.xml file that contains the TenantID=' ' field.
  13. Save and close the file, then restart the workstation. If installing as part of the implementation process, notify your implementation manager so they can schedule the connectivity testing call.

Install Reporter Viewer

You can choose to install the Reporter Viewer using an EXE or an MSI file. If you install using the MSI, you will also need to install the SAP Business Objects BI platform. If you install using the EXE, both components are installed at the same time.

  1. Download the [version] NICEReporterViewer [version].zip file or copy it to the system where you're installing the application.
  2. Extract the files from the  ZIP file and then navigate to the location where you extracted the files and run either ReporterViewer.exe or ReporterViewer.msi to start the installation process.
  3. If prompted to allow changes on this system, click Yes. Click Next on the Welcome page.
  4. Change the installation location if you want and then click Next. If you're installing from the MSI, take note of the installation location, as you will need it when installing SAP BusinessObjects.
  5. If you want to, change the Start menu folder where the shortcut will be added, then click Next.
  6. Review the installation settings and click Install.
  7. When the installation is complete, click Finish. If you installed using the MSI, continue to the next task to install SAP BusinessObjects BI Platform. If you installed using the EXE, you are finished installing the Reporter Viewer.

Install SAP BusinessObjects BI Platform

  1. Using Windows Explorer, navigate to the location where you installed the Reporter Viewer. The default location is C:\ProgramFiles (x86)\NICE Systems/Reporter Viewer/32bitCA/32bit.
  2. Run setup.exe to start the installation.
  3. Select the installation language and click OK.

  4. Verify that all of the prerequisites listed on the Check Prerequisites page. If any of the prerequisites are not met, exit the installer and fix the issue, then repeat this task. Click Next.

    The list of prerequisites listed in the SAP Business Objections installation wizard: WIndows Installer service, Admin rights, .NET 3.5 or higher, and Windows version.
  5. Continue to click Next through the installation wizard pages until the installation begins.
  6. When the installation is complete, click Finish.

Install NICE Playback 

Install the NICE Playback player for any user in your organization who needs to play back calls occasionally, even if they aren't an agent, such as HR representatives or senior management. If you're installing for multiple users, you can automate the installation.

The NICEPlayback [version].zip file contains two installers, NICE Player Codec Pack.msi and NICEPlayback [version].zip. When you install on an agent workstation, you only need to install the NICE Player Codec Pack, but if you are installing on the system of a user who is not an agent, you also need to install the NICE Player.

  1. Download or copy the [version] NICEPlayback [version].zip file to the system where you need to install and extract its contents.
  2. Double-click NICE Player Codec Pack.msi to launch the installer . If prompted to allow changes on this system, click Yes and then click Next.
  3. Change the location of the installation if you want to, and then click Next.
  4. Click Next to start the installation.
  5. When the installation is complete, click Close.
  6. If you're installing on an agent workstation, close and restart the browser and any Engage applications. You are done with the installation and don't need to complete the remaining steps.
  7. If you are installing the NICE Playback player on the workstation of any user who is not an agent, return to the location where you extracted the [version] NICEPlayback [version].zip file and double-click the NICE Player.msi file.
  8. If prompted to allow changes on this system, click Yes. Click Next.
  9. If you changed the location of the NICE Player Codec Pack, change the installation location for the NICE Player to match, and then click Next.
  10. Click Next to start the installation.
  11. When the installation is complete, click Close.