Configuring Verint Impact 360 for Workforce Management integration

Verint Impact 360 requires additional components to be configured on the Impact 360 server to integrate with Workforce Management. To activate the Workforce Management plugin after making the necessary configurations on your Verint Impact 360 server, contact Verint for a technician to activate the plugin and verify in their logs that the integration is running properly.

Note:
Before configuring Verint Impact 360 for Workforce Management integration, ensure the following are installed on the Verint Impact 360 server:
  • .NET Framework 4.5
  • Microsoft WSE 3.0 Runtime
To configure Verint Impact 360 for Workforce Management integration
  1. On your Enterprise Server, create a .zip file of the following folder:

    “<drive>:\Program Files (x86)\\Mitel\MiContact Center\Services\WFM

  2. On your Impact 360 server, locate the prairieFyre plugins folder.

    By default, this folder can be found at C:\Program Files\Verint Systems\Integration Server\Plugins\PrairieFyre.

  3. Extract the contents of your .zip file to the prairieFyre plugins folder.
  4. In the prairieFyre plugins folder, locate prairieFyre.WFM.Controller.Impact360.RealTime.exe.config and open it in an editor.
  5. After EnterpriseServerIP, enter the IP of the Enterprise Server.
  6. After BPFXServer, enter the name of Impact 360 server.
  7. After BPFXDesc, enter the name configured for the adapter in Impact 360.
  8. Save and close the editor.
  9. In the Registry Editor on the Impact 360 server and add the following Registry entry:

    [HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\prairieFyre Software Inc\CCM\Enterprise\WFM]

    "LogName"="WFMRealTime"

    "LogLevel"="3"

Parent topic: Configuring Workforce Management integration