Services Overview

NICE Uptivity includes a number of different services that perform various functions within the application. The services used in your system can vary depending on:

  • Modules and features — NICE Uptivity Desktop Analytics, NICE Uptivity Screen Recording, and so forth
  • System topology — Some situations require multiple instances of services (such as multiple sites or different ACD/PBX environments)

The design document created by your NICE Uptivity Sales Engineer will show you the services used in your system, and the servers on which they are located.

Most of these service settings are configured at the time of deployment by your NICE Uptivity team. It is a best practice for administrators of NICE Uptivity systems to have a basic understanding of which application services are present and how they work together to help NICE Uptivity meet the needs of their organizations. This can also help you understand any error messages you see.

Uptivity Services

This section provides a high-level overview of Uptivity services in alphabetical order.

Whenever an error message is generated by Uptivity, the message includes the name of the specific application, service, or module involved. If your system has multiple instances of some services, the Uptivity installation team gives each instance of the service a different name so you can tell which instance generated a log entry or error message.

Analytics Server
Description — The Analytics Server service manages functions associated with NICE Uptivity Speech Analytics, including indexing, tagging, and classifying. an instance of Analytics Server on each server that performs analytics functions. The actual name of the service is CallCopy Analytics.
Potential Impacts — Analytics issues will not prevent calls from being recorded, nor prevent users from accessing Uptivity. However, issues with this service may prevent calls from being indexed, tagged, and classified correctly. Issues can also cause incorrect reporting of analytics results.
API Server
Description — The API Server service supports functionality such as live monitoring, call exporting, on-demand recording, and so forth. In some cases, API Server is also used in custom integrations between Uptivity and customer applications for such tasks as call control, management functions, event streaming, and addition of metadata to call records. All Uptivity systems have at least one API Server. The actual name of the service is API Server.
Potential Impacts — Unless your organization has a custom integration that uses API-driven call control, API Server errors do not typically result in recording loss. However, depending on how your system uses the API, issues may affect multiple users.
Archiver
Description — The Archiver service controls disk and network usage by Uptivity archive actions, preventing them from overwhelming local system resources or network bandwidth. For example, Archiver can be configured so that recordings are only purged during specific time periods. This helps prevent system overload or excessive I/O operations in connected environments during peak hours. All Uptivity systems have at least one Archiver, and multiple Archivers are supported. The actual name of the service is CCArchiver.
Potential Impacts — Archiver issues will not prevent calls from being recorded, nor prevent users from accessing Uptivity. However, issues could prevent recordings from being stored correctly or could even result in loss of recordings.
CometDaemon
Description — CometDaemon manages connections between Uptivity software modules and other services (such as Service Manager). There is one CometDaemon per server. The actual name of the service is CC Comet Daemon.
Potential Impacts — CometDaemon issues will not prevent calls from being recorded, nor prevent users from accessing Uptivity. However, issues with this service can prevent Uptivity administrators from being able to use the Service Manager to start, stop, or configure other services.
CTI Core
Description — CTI Core integrates with your PBX/ACD and makes recording decisions based on the schedules you define in Uptivity. At least one CTI Core is required for most integrations, but Uptivity supports multiple cores, both on an individual server and within a multi-server system. The actual name of the service is CallCopy CTICore.
Potential Impacts — CTI Core issues can prevent calls from being recorded, from being correctly tagged with agent information, or both.
Hub: WFM
Description — In systems that include integrated workforce management, the WFM Hub service manages integration to various data sources. There are typically two WFM Hub services per Uptivity system, with one WFM Hub instance for real-time and another for historical data. The actual name of the service is CallCopy Data Hub, usually including an instance number (for example, CallCopy Data Hub 2).
Potential Impacts — WFM Hub issues will not prevent calls from being recorded, nor prevent users from accessing Uptivity. Issues with the real-time hub can impact features like the Real-Time Roster, while issues with the historical hub can impact user ability to create forecasts and schedules.
Live Info Broker
Description — The Uptivity Live Info Broker service manages live monitoring requests and traffic. There is one Live Info Broker per Uptivity system. The actual name of the service is cc_LiveInfoBroker.
Potential Impacts — Live Info Broker issues will not prevent calls from being recorded, but may prevent one or more users from being able to monitor agents in real-time.
Logger
Description — The Uptivity Logger service manages error logging and notifications. In multi- server Uptivity systems, the Logger service is installed on each server. The actual name of the service is CallCopy Logger.
Potential Impacts — Issues with Logger itself are not likely to be user-affecting. However, if Logger is not working correctly, other error conditions may not be logged.
On-Demand Server
Description — In deployments that use server-based NICE Uptivity On-Demand recording, the NICE Uptivity On-Demand Server service manages connections from Uptivity NICE Uptivity On-Demand clients. Your system may have one or more On-Demand Server instances. The actual name of the service is CallCopy On-Demand Server Module.
Potential Impacts — On-Demand Server issues may prevent calls from being recorded, tagged with user information, or both, depending on how the NICE Uptivity On-Demand feature is used in your organization.
Screen Cap Server
Description — NICE Uptivity Screen Recording is an optional, separately-licensed feature that allows you to record agent workstation activity and to view agent desktops in near-real time. The Screen Recording Server service manages connections from NICE Uptivity Screen Recording clients. A system may have one or more instances of the Screen Recording Server service if this feature is used. The actual name of the service is CC_ScreenCapServer.
Potential Impacts — Screen Cap Server issues may prevent agent workstation activity from being recorded, from being associated with the correct audio recordings, or both.
State Sourcing
Description — The State Sourcing for API service allows Uptivity to recover more cleanly from unexpected events by providing a snapshot of the system's current state to any API services in the system. The service listens to communications in RabbitMQ and stores system events in a database table for retrieval when needed. The actual name of the service is cc:StateSourcing. This service is only available in Uptivity17.3 or higher.
Potential Impacts — Issues with State Sourcing itself are not likely to be user-affecting. However, if State Sourcing is not working correctly, the system may not recover cleanly from an unexpected restart.
Survey
Description — In systems that use NICE Uptivity Survey, the Survey service manages functions associated with that feature. There is typically one instance of Survey per Uptivity system. The name of the service depends on whether you use NICE Uptivity Survey in SIP or TDM environment. The actual name of the SIP Survey service is CallCopy Survey IVR. The actual name of the TDM Survey service is CallCopy Survey Controller Service.
Potential Impacts — Survey issues will not prevent calls from being recorded, nor prevent users from accessing Uptivity. However, issues with this service may prevent users from creating surveys, analyzing survey results, or both. Issues can also prevent surveys from being delivered to users correctly.
Transcoder
Description — The Uptivity Transcoder service converts raw audio files recorded by the system into compressed, .wav formatted audio files that are optimized for storage and playback retrieval. It also processes blackouts for video recordings.All Uptivity systems have at least two Transcoder instances, one for audio and one for video. However, the total number of Transcoder instances depends on your system architecture. For example, if you have multiple audio recording servers, you may have one Transcoder on each. If you have multiple sites (Locations), there may be a dedicated server running Transcoder at each Location. The actual name of the service (as it appears in the Windows Services list) is cc_Transcoder. The name of the executable is cc_transcoder.exe.
Potential Impacts — Transcoder issues will not prevent calls from being recorded, nor prevent users from accessing Uptivity. However, issues with this service may prevent recordings from being processed correctly and can result in those recordings being corrupted, temporarily or permanently inaccessible, or both.
Web Media Server
Description — The Uptivity Web Media Server service provides audio and video streaming for playback and live monitoring using the Silverlight player. In a multi-Location environment, a separate Web Media Server service must be configured for each Location. The actual name of the service is cc_WebMediaServer.
Potential Impacts — Web Media Server issues will not prevent calls from being recorded, but may prevent one or more users from playing recordings or monitoring agents in real time.
WebSocket Server
Description — The WebSocket Server service supports HTML5 playback and live monitoring. WebSocket Server runs on any server that performs recording. Depending on your system architecture, you may have one or more instances of WebSocket Server. The actual name of the service is cc_WebSocketServer.
Potential Impacts — WebSocket Server issues will not prevent calls from being recorded, but may prevent one or more users from playing recordings or monitoring agents in real time using the Recorded Interactions list or the HTML5 Player.

Service Manager

The Service Manager can be used to centrally manage all Uptivity services regardless of the server on which they are located. For example, you can use the Service Manager to restart recording after adding new agents if your integration requires it.

The Service Manager is initially configured at the time your system is installed. Changes may be required later if services are added or moved to a different physical or virtual server. This level of change should only be completed by or under the supervision of Uptivity Support.

Related References