Cisco Systems none Installing and Configuring WFM, Capturing Historical Call Data, Removing WFM

Contents

4Installing and Configuring WFM 27

■Overview 27

■Verifying Prerequisites 28

■Upgrading from WFM 8.0 to WFM 8.2 29

■Installing WFM 30

■Configuring WFM 33

Launching WFM Configuration Setup Manually 33

Step 1. Specifying the WFM Server Address 34

Step 2. Specifying WFM Database Access 35

Step 3. Configuring WFM Administrator Access 36

Step 4. Configuring Active Directory 37

Step 5. Specifying the Unified CCX Database 38

Step 6. Specifying the CTI Server 39

Step 7. Specifying the Unified CM Server 41

■Configuring NT Authentication for Unified CC 43

Step 1. Creating WFM Users for the Unified CCX Database 43 Step 2. Configuring WFM Services to Run As the New User 45

Step 3. Granting the New User Access to the Unified CCX Database 46 Step 4. Verifying the Database Connection 47

■Configuring Regional Settings 49

5Capturing Historical Call Data 51

■Overview 51

Capturing CSQ Historical Call Data 52

Capturing Agent Historical Call Data 53

Verifying Historical Call Data Capture 54

6 Removing WFM 55

■ Removing WFM 55