CONFIGURING WORKFORCE MANAGEMENT INTEGRATION
1652 After Type, select Monet from the drop-down list.
3. Under Historical Data Collecting Intervals
l After Demand Data (minutes), select the number of minutes' worth of collected data for report creation.
l After Non-Demand Data (hours), select the number of hours' worth of collected data for report creation.
l 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
l After Address, type the address of the FTP server to which you will send reports. l After Port, verify the port number. The default port number is 21.
l After Root, type the FTP server root. The default FTP server root is /ftp/switches/. l After Username, type the user name for the FTP server.
l 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
l After Port, type the socket port number, typically 6999. No value less than 1024 is permitted.
l After Username, type the socket user name. Socket user names must have an alphanumeric value of 15 characters or less with no spaces.
l 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.
l 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
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. Under Historical Data Collecting Intervals
l After Demand Data (minutes), select the number of minutes' worth of collected data for report creation.
l After Non-Demand Data (hours), select the number of hours' worth of collected data for report creation.
l 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
l After Address, type the address of the FTP server to which you will send reports. l After Port, verify the port number. The default port number is 21.
l After Root, type the FTP server root. The default FTP server root is /ftp/switches/. l After Username, type the user name for the FTP server.
l 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:>\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. 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
l After Port, type the socket port number, typically 6999.No value less than 1024 is permitted.
l After Username, type the socket user name. Socket user names must have an alphanumeric value of 15 characters or less with no spaces.
l 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.
l After Heartbeat Interval (seconds), select the interval in seconds between each Heartbeat Request message.
Configuring Workforce Management integration
167
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.
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.