Services Overview

The Analytics Manager service is part of the base NICE Uptivity installation, but is used only in systems that includes Nexidia-based NICE Uptivity Speech Analytics. It handles interaction and communication between NICE Uptivity and Nexidia. All Uptivity systems have one Analytics Manager instance. The actual name of the service (as it appears in the Windows Services list) is cc_AnalyticsManager. For settings information, see Analytics Manager Service Settings.

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.

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. For settings information, see API Server List.

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.

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. For settings information, see Archiver Settings.

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 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. For settings information, see CometDaemon Settings. 

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 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. For settings information, see Managing CTI Cores.

Potential Impacts — CTI Core issues can prevent calls from being recorded, from being correctly tagged with agent information, or both.

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. For settings information, see Live Info Broker Settings.

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.

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. For settings information, see Logger Service Settings.

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.

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. For settings information, see NICE Uptivity On-Demand Server Settings.

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.

The UptivityPost Interaction Manager service listens for events from CTI Core that indicate a recording has finished. It then sends commands to TranscoderAn Uptivity service that converts raw files recorded by the system into compressed, formatted files optimized for storage and playback. to begin processing the recording and listens for responses. When the recording processing completes, the Post Interaction Manager then sends messages to initiate processing for analytics (if applicable). All Uptivity systems have one Post Interaction Manager instance. The actual name of the service (as it appears in the Windows Services list) is cc_postInteractionManager. The name of the executable is cc_postInteractionManager.exe. For settings information, see Post Interaction Manager (PIM) Service Settings.

Potential Impacts — Post Interaction Manager issues can prevent calls from being recorded, from being correctly tagged with agent information, or both.

Screen Capture API (SCAPI) is a part of the optional, separately licensed NICE Uptivity Screen Recording feature. During a screen recording session, SCAPI receives recorded frames from Screen Capture Client, collects all frames from the session, and when the session is finished, sends the collection of frames to the final LocationLocations are part of your NICE Uptivity system topology and are typically developed by NICE Uptivity Sales Engineering. Locations allow for easy grouping of audio recording servers, screen capture servers, and web servers for customers with multiple sites that are geographically or logically separate. to be transcoded. For settings information, see Screen Capture API (SCAPI) Settings.

Potential Impacts — SCAPI issues may prevent agent workstation activity from being recorded, from being associated with the correct audio recordings, or both.

Screen Capture Client is part of the optional, separately-licensed NICE Uptivity Screen Recording feature. Screen Capture Client provides the ability to record agent workstation activity and to view agent desktops in near-real time. Screen Capture Client receives screen recording commands from CTI Core via RabbitMQ. When the client receives a Start Recording command, it will begin sending frames (of the screen) to the Screen Capture API (SCAPI). The Screen Capture Client service must be installed on all workstations on which you want to record agent activity. The actual name of the service (as it appears in the Windows Services list) is CC_ScreenCapClient, and the name of the executable is CC_ScreenCapClient.exe. For settings information, see NICE UptivityScreen Capture Client Settings.

The service will only appear on each client workstation, and not in the Uptivity Services Manager page.

Potential Impacts — Issues with the Screen Capture Client service may prevent agent workstation activity from being recorded.

Screen Cap Server is a part of the optional, separately-licensed NICE Uptivity Screen Recording feature. Screen Cap Server allows you to use Live Monitor - includes listening to an agent's calls, viewing an agent's desktop, or both in near-real time. The actual name of the service is CC_ScreenCapServer. For settings information, see Screen Capture Server Settings.

Potential Impacts — Screen Capture Server issues may prevent agent workstation activity from being available.

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 Uptivity version 17.1 or higher. For settings information, see State Sourcing for API Settings.

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.

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. For settings information, talk to your NICE inContact representative.

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.

The Uptivity Transcoder service converts raw audio files recorded by the system, including blackouts, metadata, crosstalk, silence, and converts the recording into a .WAV file. Transcoder then sends the transcoded audio file to Transcoder 2.0 to be combined with the screen recording file (if applicable) and ultimately to be converted into a WebM file.

All Uptivity systems have at least two Transcoder instances: Transcoder and Transcoder 2.0. 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 (LocationsLocations are part of your NICE Uptivity system topology and are typically developed by NICE Uptivity Sales Engineering. Locations allow for easy grouping of audio recording servers, screen capture servers, and web servers for customers with multiple sites that are geographically or logically separate.), there may be a dedicated server running Transcoder at each Location.

For settings information, see Transcoder Service Settings.

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.

The Transcoder 2.0 service transcodes video files recorded by the system, receives the transcoded audio file from Transcoder, and then combines the transcoded audio and video files to create a WebM file. The WebM file format is the format that is used for media storage and playback.

All Uptivity systems have at least two Transcoder instances: Transcoder and Transcoder 2.0. The total number of Transcoder 2.0 instances depends on your system architecture. For example, if you have multiple audio recording servers, you may have one Transcoder 2.0 on each. If you have multiple sites (Locations), there may be a dedicated server running Transcoder 2.0 at each Location. For settings information, see Transcoder Service Settings.

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.

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. For settings information, see WebSocket Server Settings.

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 listA page that displays a list of recordings and data about them. or the HTML5 Player.