Cisco Systems none manual Workforce Management Services

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Workforce Management Services

Workforce Management Services

Workforce Management Capture Service

The Workforce Management Capture Service watches for historical call data reports created by the Workforce Management OOC (Odysoft ODBC Collector) Service. When the Workforce Management Capture Service detects a new report, it sends a compilation request to the Workforce Management Compile Service.

Workforce Management Compile Service

The Workforce Management Compile Service listens for compilation requests from the Workforce Management Capture Service. The Workforce Management Compile Service can compile historical data for agents, services or teams by day, week, month, or year, for use in forecasting and scheduling.

Workforce Management OOC Service

Every 30 minutes, the Workforce Management OOC Service collects all of the call data for the preceding 30 minutes from the Cisco Unified Contact Center Express (Unified CCX) database using the Open Database Connectivity (ODBC) interface. The Workforce Management OOC Service then writes the call data into historical reports.

High availability (HA) configurations can use multiple data sources. The Workforce Management OOC Service always connects to the first node, however, and fails over to the second node only if the first connection fails.

Workforce Management Request Service

The Workforce Management Request Service listens for user requests to generate forecasts and schedules.

Workforce Management RTE Service

The Workforce Management RTE (Real Time Engine) Service uses the Advanced Contact Management Interface (ACMI) protocol to get real-time information on agent states from the Unified CCX server. WFM displays agent state information in the Supervisor Adherence dashboard.

October 2007

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Contents Cisco Unified Workforce Optimization Workforce Management Installation Guide Contents Installing and Configuring WFM Capturing Historical Call DataRemoving 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 Requirements System EnvironmentOperating 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