Cisco Systems none manual Cisco Unified Workforce Optimization

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Cisco Unified Workforce Optimization

Workforce Management Installation Guide 8.2

October 31, 2007

Americas Headquarters

Cisco Systems, Inc.

170 West Tasman Drive San Jose, CA 95134-1706

USA http://www.cisco.com Tel: 408 526-4000

800553-NETS (6387)

Fax: 408 527-0883

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Contents Cisco Unified Workforce Optimization Workforce Management Installation Guide Contents Capturing Historical Call Data Installing and Configuring WFMRemoving WFM Index Contents Introduction OverviewFeatures of Workforce Management Workforce Management Services Tomcat Service Workforce Management Sync ServiceWhat’s New in This Version WFM Documentation Http//tomcat.apache.org/tomcat-5.5-doc/index.html Port UsageWFM Port Usage on Remote Devices Overview System RequirementsSystem Environment System RequirementsOperating Environment Third Party Software Requirements Application Where Installed/DescriptionVersion of Birt shipped with WFM meets WFM desktops must have the following software applications System Capacity Configuration Data Installation Guide October Before You Install WFM Installing Microsoft SQL Server Creating a SQL Server Login for WFM Port Usage Configuring Firewall Port ExceptionsInstalling and Configuring WFM Verifying Prerequisites Upgrading from WFM 8.0 to WFM Installing WFM Custom Setup InstallShield Wizard Completed Launching WFM Configuration Setup Manually Configuring WFMSpecifying the WFM Server Address WFM Database Specifying WFM Database AccessWFM Administrator Password Configuring WFM Administrator AccessComplete one of the following options Configuring Active DirectoryUnified CCX Unified CC Specifying the Unified CCX DatabaseCTI Server Specifying the CTI ServerGo to . Specifying the Unified CM Server on Click Add. The Enter IP Address dialog box appears Figure Specifying the Unified CM ServerConfiguration Complete Creating WFM Users for the Unified CCX Database Configuring NT Authentication for Unified CCInstallation Guide Configuring WFM Services to Run As the New User Granting the New User Access to Unified CCX Database Verifying the Database Connection Workforce Management login windowWorkforce Management Configuring Regional Settings ENU Capturing Historical Call Data Odysoft Odbc Collector Capturing CSQ Historical Call DataCapture Agent Historical Agent data October Capturing Agent Historical Call DataVerifying Historical Call Data Capture Removing WFM Removing WFMInstallation Guide October WFM Index