NICE Uptivity On-Demand Client

The NICE Uptivity On-Demand client application allows agents to do one or more of the following, depending on permissions and configuration: start/stop audio recording, start/stop desktop recording, apply blackouts to recordings, and update call records. For more information, see NICE Uptivity On-Demand Overview.

If your organization uses web-based NICE Uptivity On-Demand, this topic does not apply.

Before You Begin

The following must be completed prior to installing the NICE Uptivity On-Demand client:

  • If you are upgrading from a previous version of Uptivity, you must remove any old versions of the client before new versions are installed. You can do this by using the Programs and Features functionality in the Windows Control Panel. The software is labeled either "CallCopy On-Demand Client Software" or "inContact On-Demand Client Software".
  • The NICE Uptivity On-Demand installer requires .NET 2.0 on the client PC. This version is included in the .NET 3.5 framework, which is not enabled by default in Windows 8.1. To enable .NET 3.5 in the Windows Control Panel:
    1. Press the [Windows logo] key on your keyboard to display the Start screen and then enter and choose Control Panel.
    2. Select Programs and then select Turn Windows features on or off.
    3. Select the checkbox for .NET Framework 3.5 (includes .NET 2.0 and 3.0).

    For additional information, search the phrase “Installing the .NET Framework 3.5 on Windows 8 or 8.1” on the Microsoft website.

  • The user account running the client (or a security group of which the user is a member) must have read/write access to the following folders and their subdirectories on the workstation where the client is installed:
    • Logs directory — C:\Users\[username]\AppData\Roaming\inContact\OnDemand\Logs
    • INI directory — C:\Program Files\inContact\OnDemand

Installation

The NICE Uptivity On-Demand client installer can be obtained from any Uptivity server by browsing to the application installer named "On-Demand Client Setup.msi", usually located at C:\Program Files (x86)\CallCopy\Installers\ folder.

Manual Installation

To perform a manual installation of the NICE Uptivity On-Demand client:

  1. Copy the installer to the workstation and double-click the installation MSI file.
  2. Click Next.
  3. Select the checkbox to accept the license agreement and click Next.
  4. Optional: To verify the workstation has enough disk space to install the software, click Disk Usage.
  5. Optional: To change the directory for the client software installation, click Browse and select a new directory.
  6. Click Next.
  7. Enter the IP address of the NICE Uptivity On-Demand server to which the client will connect. If multiple NICE Uptivity On-Demand servers are used, enter the IP address of the primary server.
  8. Click Next.
  9. Click Install.
  10. When the status bar indicates installation is complete, click Finish.
  11. Double-click the NICE Uptivity On-Demand shortcut on the desktop to start the client application (or reboot the workstation).

Silent Installation

The NICE Uptivity On-Demand client can also be installed silently, with no user intervention required or allowed. The installer uses standard Windows Installer options available by running the "msiexec.exe" application. An example command would be:

Msiexec.exe /i "C:\ On-Demand Client Setup.msi" /passive /forcerestart

This command installs the software automatically and requires the computer to be restarted after the installation. For more information, see Silent Installation Settings for Uptivity Client Applications.

Configuration

Restrictions — Prevent Settings Changes, Prevent Device ID Changes, or both

  1. Right-click the NICE Uptivity On-Demand icon in the system tray.
  2. Click Settings to configure settings.

    Device Tab

    Field

    Description

    Device IDAllows you to configure a physical device identifier (that is, the hardware device or voice port) to be associated with this NICE Uptivity On-Demand client. Ability to change this field is controlled by the Prevent Device ID permission setting.
    Device AliasesAllows you to configure an agent identifier (such as an agent login ID) to be associated with this NICE Uptivity On-Demand client. The list of Device Aliases includes all such identifiers currently associated with recording, the Computer Name of the workstation, and the currently logged in Username.
    UsernameDisplays the Windows Username of the currently logged-in user. This value cannot be edited.
    Computer NameDisplays the Windows Computer Name of the workstation on which this NICE Uptivity On-Demand client is installed. This value cannot be edited.

    Servers Tab

    This tab allows you to associate additional NICE Uptivity On-Demand servers with this client. For example, you may have multiple NICE Uptivity On-Demand servers for load-balancing purposes or to handle different physical locations.

    Field

    Description

    HostDisplays the IP address or host name of the NICE Uptivity On-Demand server.
    PortDisplays the port on the server that is used for NICE Uptivity On-Demand communication. The default value is 2007.
    NewOpens the Add/Edit Server dialog, where you can enter Hostname and Port information.
    EditOpens the Add/Edit Server dialog, where you can edit Hostname and Port information. This function is only available once you select a server from the list.
    DeleteOpens the Confirm Delete dialog, where you can delete an NICE Uptivity On-Demand server from the list. This function is only available once you select a server from the list.
    Move Up/Move DownAllows you to reorder the servers in the list. This function is only available once you select a server from the list.
    Set as PrimaryAllows you to designate the primary server to which this client should connect. The primary server always appears at the top of the list. This function is only available once you select a server from the list.

    System Tab

    The NICE Uptivity On-Demand Client stores up to a week’s worth of log entries. These log files can be sent to Uptivity Support to help resolve login issues, crashes, and other unexplained problems. You should typically only change this setting if directed to do so by Support.

    If you need to send logs to Support, you can find them at: C:\Users\[username]\AppData\Roaming\inContact\OnDemand\Logs.

    The files are listed inside this directory, with one log file for each date the NICE Uptivity On-Demand client was running. The log files use a yyyy-mm-dd.log naming convention (for example, 2010-09-01.log).

    Field

    Description

    Logging LevelAllows you to set logging levels for the NICE Uptivity On-Demand client. Choose one of the following from the drop-down list: Off, Debug, Info, Warn, Error, or Fatal.

    About Tab

    This tab has no configurable fields, but provides information about the NICE Uptivity On-Demand client such as version number.

  3. Click OK.