Configuring Workforce Management integration

Workforce Management integration bridges MiContact Center Business with third-party Workforce Management solutions, sending historical data on agents and queues and streaming real-time data on agent states. You can use Workforce Management integration to assist third-party Workforce Management solutions in forecasting call volumes, adjusting contact center requirements, and mapping agent adherence to schedules.

Note:
The following third-party Workforce solutions are supported:

NOTE: Only voice data is included, for all the third party CRM connectors except Teleopti CRM Connector. Teleopti CRM connector includes both Voice and Omnichannel data..

For supported versions of third party Workforce solutions, see the Mi Contact Center Business and MiVoice Analytics System Engineering Guide .

Before you can configure your Workforce Management integration, you must configure your Blue Pumpkin, Verint Impact 360, NICE IEX Workforce Management (TotalView), QMax, Monet, or Teleopti software by following the recommended installation and configuration guidelines included with these products. Contact your Blue Pumpkin, Verint Impact 360, NICE IEX Workforce Management, QMax, Monet, or Teleopti approved vendor for all setup and troubleshooting issues.

The Workforce Management configuration page is rendered from CCMWeb. To ensure proper configuration functionality, ensure that CCMWeb has been added as a Trusted Site. Failure to add CCMWeb as a Trusted Site may result in the Workforce Management configuration page being disabled.

If you are using Windows Authentication, you must also enable the following browser settings:
To configure Blue Pumpkin integration
  1. In YourSite Explorer, under Enterprise, click Work Force Management.
  2. After Type,select Blue Pumpkin from the drop-down list.
  3. Under Historical Data Collecting Intervals
    • After Demand Data (minutes), select the number of minutes' worth of collected data for report creation.
    • After Non-Demand Data (hours), select the number of hours' worth of collected data for report creation.
    • After Offset (minutes), select the number of minutes to wait before collecting data. To ensure accuracy, the number of Offset minutes must be equal to or greater than 15 minutes.
  4. Under Remote FTP Server
    • After Address, type the address of the FTP server to which you will send reports.
    • After Port, verify the port number. The default port number is 21.
    • After Root, type the FTP server root. The default FTP server root is /ftp/switches/.
    • After Username, type the user name for the FTP server.
    • After Password, type the password for the FTP server.
      Note:

      Make note of this password. Any configuration changes made to the connector after its initial save require you to re-enter this password and re-save.

  5. After Reports Folder, type <drive letter:>\Program Files (x86)\Mitel\MiContact Center\Extensions\WFM\Collected Data.
  6. If you want to store a copy of files on the Enterprise Server, enable the Keep Local Files check box.
  7. If you are saving configuration changes to a pre-existing configuration, re-enter the password for the FTP server and click Save.
  8. If this is an initial configuration and you are not making changes to a pre-existing configuration, click Save.
  9. Restart the MiContact Center WFM Connector Service.
    Note:

    If the only changes made were enabling/disabling the 'Keep Local Files' option or changes to the 'Reports folder', the MiContact Center WFM Connector Service does not need to be restarted.

To configure Impact 360 integration
  1. In YourSite Explorer, under Enterprise, click Work Force Management.
  2. After Type, select Impact 360 from the drop-down list.
  3. Under Historical Data Collecting Intervals
    • After Demand Data (minutes), select the number of minutes' worth of collected data for report creation.
    • After Non-Demand Data (hours), select the number of hours' worth of collected data for report creation.
    • After Offset (minutes), select the number of minutes to wait before collecting data. To ensure accuracy, the number of Offset minutes must be equal to or greater than 15 minutes.
  4. Under Remote FTP Server
    • After Address, type the address of the FTP server to which you will send reports.
    • After Port, verify the port number. The default port number is 21.
    • After Root, type the FTP server root. The default FTP server root is /ftp/switches/.
    • After Username, type the user name for the FTP server.
    • After Password, type the password for the FTP server.
      Note:

      Make note of this password. Any configuration changes made to the connector after its initial save require you to re-enter this password and re-save.

  5. After Reports Folder, type <drive letter:>\Program Files (x86)\Mitel\MiContact Center\CCM\Extensions\WFM\Collected Data.
  6. If you want to store a copy of files on the Enterprise Server enable the Keep Local Files check box.
  7. Under Real-Time Data Socket Settings, after Port, type the socket port number, typically 12000. No value less than 1024 is permitted.
  8. If you are saving configuration changes to a pre-existing configuration, re-enter the password for the FTP server and click Save.
  9. If this is an initial configuration and you are not making changes to a pre-existing configuration, click Save.
  10. Restart the MiContact Center WFM Connector Service.
    Note:

    If the only changes made were enabling/disabling the 'Keep Local Files' option or changes to the 'Reports folder', the MiContact Center WFM Connector Service does not need to be restarted.

To configure IEX TotalView integration
  1. In YourSite Explorer, under Enterprise, click Work Force Management.
  2. After Type, select TotalView from the drop-down list.
  3. Under Historical Data Collecting Intervals
    • After Demand Data (minutes), select the number of minutes' worth of collected data for report creation.
    • After Non-Demand Data (hours), select the number of hours' worth of collected data for report creation.
    • After Offset (minutes), select the number of minutes to wait before collecting data. To ensure accuracy, the number of Offset minutes must be equal to or greater than 15 minutes.
  4. Under Remote FTP Server
    • After Address, type the address of the FTP server to which you will send reports.
    • After Port, verify the port number. The default port number is 21.
    • After Root, type the FTP server root. The default FTP server root is /ftp/switches/.
    • After Username, type the user name for the FTP server.
    • After Password, type the password for the FTP server.
      Note:

      Make note of this password. Any configuration changes made to the connector after its initial save require you to re-enter this password and re-save.

  5. After Reports Folder, type <drive letter:>\program files\Mitel\MiContact Center\Extensions\WFM\Collected Data.
  6. If you want to store a copy of files on the Enterprise Server, enable the Keep Local Files check box.
  7. After Media Server Mapping, determine the destination for reports by entering a report folder identifier for each media server.
    Note:

    You can use the same destination folder for all media server reports.

  8. If you want to exclude media server(s) from collecting Workforce Management data, deselect the Reporting enabled check box, which is enabled by default.
  9. Under Real-Time Data Socket Settings
    • After Port, type the socket port number, typically 6999.No value less than 1024 is permitted.
    • After Username, type the socket user name. Socket user names must have an alphanumeric value of 15 characters or less with no spaces.
    • After Password, type IEX.
      Note:

      Make note of this password. Any configuration changes made to the connector after its initial save require you to re-enter this password and re-save.

    • After Heartbeat Interval (seconds), select the interval in seconds between each Heartbeat Request message.

      Heartbeat Request messages are issued by the Enterprise Server to IEX clients to establish and maintain communication. IEX clients receive these Heartbeat Request messages and respond to them. If the server does not receive a response message after waiting at least twice the specified heartbeat interval, it may terminate the session with the IEX client without notification. Setting the interval to zero helps ensure communication between the server and the client.

  10. If you are saving configuration changes to a pre-existing configuration, re-enter the password for the FTP server and Real-Time Data Socket Settings, and click Save.
  11. If this is an initial configuration and you are not making changes to a pre-existing configuration, click Save.
  12. Restart the MiContact Center WFM Connector Service.
    Note:

    If the only changes made were enabling/disabling the 'Keep Local Files' option or changes to the 'Reports folder', the MiContact Center WFM Connector Service does not need to be restarted.

To configure QMax integration
  1. In YourSite Explorer, under Enterprise, click Work Force Management.
  2. After Type,select QMax from the drop-down list.
  3. Under Historical Data Collecting Intervals
    • After Demand Data (minutes), select the number of minutes' worth of collected data for report creation.
    • After Offset (minutes), select the number of minutes to wait before collecting data. To ensure accuracy, the number of Offset minutes must be equal to or greater than 15 minutes.
  4. After Reports Folder, type <drive letter:>\Program Files (x86)\Mitel\MiContact Center\CCM\Extensions\WFM\Collected Data.
  5. Under Real-Time Data Socket Settings, after Port, type the socket port number, typically 6999.

    No value less than 1024 is permitted.

  6. Click Save.
  7. Restart the MiContact Center WFM Connector Service.
    Note:

    If the only changes made were to the 'Reports folder', the MiContact Center WFM Connector Service does not need to be restarted.

To configure Monet integration
  1. In YourSite Explorer, under Enterprise, click Work Force Management.
  2. After Type, select Monet from the drop-down list.
  3. Under Historical Data Collecting Intervals
    • After Demand Data (minutes), select the number of minutes' worth of collected data for report creation.
    • After Non-Demand Data (hours), select the number of hours' worth of collected data for report creation.
    • After Offset (minutes), select the number of minutes to wait before collecting data. To ensure accuracy, the number of Offset minutes must be equal to or greater than 15 minutes.
  4. Under Remote FTP Server
    • After Address, type the address of the FTP server to which you will send reports.
    • After Port, verify the port number. The default port number is 21.
    • After Root, type the FTP server root. The default FTP server root is /ftp/switches/.
    • After Username, type the user name for the FTP server.
    • After Password, type the password for the FTP server.
      Note:

      Make note of this password. Any configuration changes made to the connector after its initial save require you to re-enter this password and re-save.

  5. After Reports Folder, type <drive letter:>\program files\Mitel\MiContact Center\Extensions\WFM\Collected Data.
  6. If you want to store a copy of files on the Enterprise Server, enable the Keep Local Files check box.
  7. After Media Server Mapping, determine the destination for reports by entering a report folder identifier for each media server.
    Note:

    You can use the same destination folder for all media server reports.

  8. If you want to exclude media server(s) from collecting Workforce Management data, deselect the Reporting enabled check box, which is enabled by default.
  9. Under Real-Time Data Socket Settings
    • After Port, type the socket port number, typically 6999. No value less than 1024 is permitted.
    • After Username, type the socket user name. Socket user names must have an alphanumeric value of 15 characters or less with no spaces.
    • After Password, type Monet.
      Note:

      Make note of this password. Any configuration changes made to the connector after its initial save require you to re-enter this password and re-save.

    • After Heartbeat Interval (seconds), select the interval in seconds between each Heartbeat Request message.

      Heartbeat Request messages are issued by the Enterprise Server to Monet clients to establish and maintain communication. Monet clients receive these Heartbeat Request messages and respond to them. If the server does not receive a response message after waiting at least twice the specified heartbeat interval, it may terminate the session with the Monet client without notification. Setting the interval to zero helps ensure communication between the server and the client.

  10. If you are saving configuration changes to a pre-existing configuration, re-enter the password for the FTP server and Real-Time Data Socket Settings, and click Save.
  11. If this is an initial configuration and you are not making changes to a pre-existing configuration, click Save.
  12. Restart the MiContact Center WFM Connector Service.
    Note:

    If the only changes made were enabling/disabling the 'Keep Local Files' option or changes to the 'Reports folder', the MiContact Center WFM Connector Service does not need to be restarted.

To configure Teleopti integration
  1. In YourSite Explorer, under Enterprise, click Work Force Management.
  2. After Type, select Teleopti from the drop-down list.
  3. Select the Use Employee based stats check box to use the Teleopti Employee based reports and Real Time streaming.

    This displays the Employee’s overriding state. All voice and multimedia agent and queue data will be included in a single report file for every interval.

    Note:

    If you have enabled the Employee based stats option in YSE, then the Include Inter flowed In Offered Count configuration option in WFM Service's configuration file is displayed. By default, the Teleopti Contact Queue reports do not include Interflowed calls in the calculation for received calls; the received column of the Contact Queue report includes only answered calls and abandoned calls.

    If the Include Inter flowed In Offered Count configuration value is set to True in WFM service's, then the results in the contact queue Offered column displays the Interflowed calls along with the Answered and Abandoned calls.

  4. Under Historical Data Collecting Intervals
    • After Demand Data (minutes), select the number of minutes' worth of collected data for report creation.
    • After Non-Demand Data (hours), select the number of hours' worth of collected data for report creation.
    • After Offset (minutes), select the number of minutes to wait before collecting data. To ensure accuracy, the number of Offset minutes must be equal to or greater than 15 minutes.
  5. Under Remote FTP Server
    • After Address, type the address of the FTP server to which you will send reports.
    • After Port, verify the port number. The default port number is 21.
    • After Root, type the FTP server root. The default FTP server root is /ftp/switches/.
    • After Username, type the user name for the FTP server.
    • After Password, type the password for the FTP server.
      Note:

      Make note of this password. Any configuration changes made to the connector after its initial save require you to re-enter this password and re-save.

  6. After Reports Folder, type <drive letter:>\Mitel\MiContact Center\CCM\Extensions\WFM\Collected Data.
  7. If you want to store a copy of files on the Enterprise Server, enable the Keep Local Files check box.
  8. After Media Server Mapping, determine the destination for reports by entering a report folder identifier for each media server.
    Note:

    You can use the same destination folder for all media server reports.

  9. If you want to exclude media server(s) from collecting Workforce Management data, deselect the Reporting enabled check box, which is enabled by default.
  10. Under Real-Time Data Socket Settings
    • After Port, type the socket port number, typically 6999.No value less than 1024 is permitted.
    • After Username, type the socket user name. Socket user names must have an alphanumeric value of 15 characters or less with no spaces.
    • After Password, type Teleopti.
      Note:

      Make note of this password. Any configuration changes made to the connector after its initial save require you to re-enter this password and re-save.

    • After Heartbeat Interval (seconds), select the interval in seconds between each Heartbeat Request message.

      Heartbeat Request messages are issued by the Enterprise Server to Teleopti clients to establish and maintain communication. Teleopti clients receive these Heartbeat Request messages and respond to them. If the server does not receive a response message after waiting at least twice the specified heartbeat interval, it may terminate the session with the Teleopti client without notification. Setting the interval to zero helps ensure communication between the server and the client.

  11. If you are saving configuration changes to a pre-existing configuration, re-enter the password for the FTP server and Real-Time Data Socket Settings, and click Save.
  12. If this is an initial configuration and you are not making changes to a pre-existing configuration, click Save.
  13. Restart the MiContact Center WFM Connector Service.
    Note:

    If the only changes made were enabling/disabling the 'Keep Local Files' option or changes to the 'Reports folder', the MiContact Center WFM Connector Service does not need to be restarted.

Parent topic: Configuration