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Installation Guide

October 2007

Features of Workforce Management

WFM is an industry-leading software solution for multi-site staff forecasting and
scheduling.

Call center managers can use WFM to complete the following tasks.

■

Develop a schedule forecast (by day or period)

■

Manage special events

■

Prepare schedules (summary and individual)

■

Manage day-to-day schedule-related activities (Intraday)

■

Approve time-off requests and shift changes

■

Generate productivity, performance and historical reports

■

Create agent report cards

■

Develop schedules for multiple sites

■

Manage scheduling for offices in different time zones

■

Manage key performance indicators

■

Manage real-time adherence

■

Monitor and adjust the current schedule for a team from a dashboard

Agents can also use WFM to access the system to see their own schedules and
performance indicators.

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Страница 1: ... Systems Inc 170 West Tasman Drive San Jose CA 95134 1706 USA http www cisco com Tel 408 526 4000 800 553 NETS 6387 Fax 408 527 0883 Cisco Unified Workforce Optimization Workforce Management Installation Guide 8 2 October 31 2007 ...

Страница 2: ...ATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES CCVP the Cisco Logo and the Cisco Square Bridge logo are trademarks of Cisco Systems Inc Changing the Way We Work Live Play and Learn is a service mark of Cisco Systems Inc and Access Registrar Aironet BPX Catalyst CCDA CCDP CCIE CCIP CCNA CCNP CCSP Cisco t...

Страница 3: ... RTE Service 9 Workforce Management Sync Service 10 Tomcat Service 10 What s New in This Version 11 WFM Documentation 12 Port Usage 13 2 System Requirements 15 Overview 15 System Requirements 16 System Environment 16 Operating Environment 16 Third Party Software Requirements 17 System Capacity 20 Configuration Data 21 3 Before You Install WFM 23 Overview 23 Installing Microsoft SQL Server 2005 24 ...

Страница 4: ... 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...

Страница 5: ...Contents Index 57 ...

Страница 6: ...Contents ...

Страница 7: ...is and Apache Tomcat NOTE Both sets of components must be installed on the same server After you have successfully installed WFM into a properly configured Cisco Unified Workforce Optimization WFO environment the basic functionality of WFM is ready to configure for your use Users access WFM through a web browser For information about configuring WFM see the following document Workforce Management ...

Страница 8: ...y and individual Manage day to day schedule related activities Intraday Approve time off requests and shift changes Generate productivity performance and historical reports Create agent report cards Develop schedules for multiple sites Manage scheduling for offices in different time zones Manage key performance indicators Manage real time adherence Monitor and adjust the current schedule for a tea...

Страница 9: ...y 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 Manag...

Страница 10: ... to the Unified CCX node using the ACMI based synchronization process The Workforce Management Sync Service retrieves and processes configuration data such as contact service queue CSQ configurations team configurations and agent configurations Tomcat Service The Tomcat Service enables desktop clients to access WFM ...

Страница 11: ...features Support for Windows Vista with Internet Explorer 7 0 for clients Email Chat scheduling not through an exception Enhanced usability by making ACD populated fields read only Simplification of the Call Forecast Calculation screen Support for Microsoft SQL Server 2005 independent location like storage ...

Страница 12: ...orce Management Administrator User Guide for Cisco Unified Workforce Optimization Workforce Management Agent User Guide for Cisco Unified Workforce Optimization Workforce Management Service Information Manual for Cisco Unified Workforce Optimization Workforce Management Release Notes for Cisco Unified Workforce Optimization ...

Страница 13: ...Explorer 6 0 or 7 0 Table 1 lists the TCP and UDP ports used by WFM and its components on the WFM server NOTE For more information about Apache Tomcat port usage go to http tomcat apache org tomcat 5 5 doc index html Table 1 WFM Port Usage on WFM Server Server application protocol Destination port listening Client application protocol WFM instance of SQL Server TCP 1433 TCP 1434 WFM Capture Servic...

Страница 14: ...l CTI server You can set this port number in the System Parameters window of the Unified CCX Administration web page The parameter name for the port number is RmCm TCP Port For more information see Managing System Parameters Cisco Customer Response Solutions Administration Guide TCP 42027 configurable ACMI Service Unified CCX instance of SQL Server TCP 1433 TCP 1434 WFM Sync Service WFM RTE Servic...

Страница 15: ...October 2007 15 System Requirements Overview This chapter describes the following requirements for WFM System Requirements page 16 System Capacity page 20 Configuration Data page 21 ...

Страница 16: ... PBX Unified CCX 5 0 Cisco Unified CallManager Unified CM 5 1 6 1 Unified CCX 6 0 Unified CM 4 3 Table 4 WFM server minimum configuration Operating System Hardware Windows Server 2003 R2 3 4 GHz Dual Pentium 4 2 GB RAM 146 GB hard disk space Cisco Media Convergence Server MCS or equivalent NOTE Running WFM on a platform other than a Cisco MCS or exact equivalent is not supported by Cisco For the l...

Страница 17: ...4 or greater 1 GHz processor or higher 256 MB RAM or higher 20 GB hard disk space 100 Mbit NIC or higher Windows XP Professional Service Pack 1 or greater 1 GHz processor or higher 256 MB RAM or higher 20 GB hard disk space 100 Mbit NIC or higher Windows Vista 1 GHz processor or higher 1 GB RAM or higher 40 GB hard disk space 100 Mbit NIC or higher Table 6 WFM server minimum third party software r...

Страница 18: ... meets the minimum requirements and is installed automatically For more information about BIRT see http www eclipse org birt phoenix Omnis v7 1 Cisco MCS platform Omnis is a rapid application development RAD tool The version of Omnis shipped with WFM meets the minimum requirements and is installed automatically For more information about Omnis see http www omnis net Apache Tomcat v5 5 9 Cisco MCS ...

Страница 19: ...ftware applications Table 7 WFM desktop minimum third party software requirements Application Where Installed Description Internet Explorer 6 0 or 7 0 WFM client desktops Internet Explorer is required to access the WFM web application Vista only supports Internet Explorer 7 0 ...

Страница 20: ...per MCS server platform model Table 8 System capacity Attribute Capacity Maximum number of configured WFM users 900 Maximum number of concurrent WFM users 300 Maximum number of agents per team 150 Maximum number of skills per agent for real time reporting 50 Maximum number of supervisors per site 50 Maximum number of supervisors per team 30 Average agents per supervisor 7 5 1 Table 9 MCS server pl...

Страница 21: ...s in C Program Files Cisco WFO_WFM config WFM database backups are independent of Unified CCX backup and restore BARS tools Use standard SQL Server 2005 tools to manually back up and restore the WFM database NOTE If you are running Cisco Security Agent CSA on your WFM server shut CSA down before you back up the WFM database If CSA is running while you run SQL Server utilities to backup the WFM dat...

Страница 22: ...Installation Guide 22 October 2007 ...

Страница 23: ...s chapter describes how to configure the WFM server before you install WFM This process consists of the following tasks Installing Microsoft SQL Server 2005 page 24 Creating a SQL Server Login for WFM page 25 Configuring Firewall Port Exceptions page 26 ...

Страница 24: ...Default instance or Named instance NOTE If you select Named instance you must specify the instance name 4 On the Service Account window select Use the Built In System Account then select Local System from the drop down list Under Start Services at the End of Setup highlight SQL Server SQL Server Agent and SQL Browser 5 On the Authentication Mode window select Mixed Mode Enter a password for the SQ...

Страница 25: ...t SQL Server Management Studio 2 In the Object Explorer pane expand the SQL Server instance Choose Security Logins 3 Right click Logins and choose New Login 4 The Login New window appears 5 On the General page enter the login you want to use for WFM Select SQL Server Authentication enter a password and clear the Enforce password policy check box 6 On the Server Roles page select dbcreator from the...

Страница 26: ...se Start Settings Control Panel Windows Firewall 2 On the Exceptions tab click Add Port The Add a Port window appears Figure 1 Figure 1 Add a Port 3 Enter a name that describes the port then enter the port number Select the appropriate connection type then click OK 4 When you are finished adding ports click OK to close Microsoft Windows Firewall Table 10 Microsoft Windows Firewall Port Exceptions ...

Страница 27: ...to install and configure WFM This process consists of the following tasks Verifying Prerequisites page 28 Upgrading from WFM 8 0 to WFM 8 2 page 29 Installing WFM page 30 Configuring WFM page 33 Configuring NT Authentication for Unified CC page 43 Configuring Regional Settings page 49 ...

Страница 28: ... install WFM you need the following information WFM server IP address WFM SQL Server database username and password you used in Creating a SQL Server Login for WFM on page 25 as well as the instance name you used in Installing Microsoft SQL Server 2005 on page 24 if you did not use the default instance Unified CM IP address and port number CTI server IP address and port number see Port Usage on pa...

Страница 29: ...ing the upgrade process You will need to enter them again after you install WFM 8 2 To upgrade from WFM 8 0 to WFM 8 2 1 Back up your SQL Server WFM 8 0 database using SQL Server backup tools NOTE The SQL Server WFM 8 0 database is not removed during the upgrade process However backing up your database is recommended in case a problem occurs during the upgrade 2 Uninstall WFM 8 0 For instructions ...

Страница 30: ...te to the CD in My Computer or Windows Explorer 2 Double click the file setup exe to start the installation wizard The Cisco Unified WFO Workforce Management Services InstallShield Wizard Welcome window appears Figure 2 Figure 2 Welcome 3 Click Next to continue The Custom Setup window appears Figure 3 NOTE The default installation directory is C Program Files Cisco If you want to change the defaul...

Страница 31: ...electing a single component and clicking Next results in the installation of both components Figure 3 Custom Setup 4 Click Next to continue The Ready to Install the Program window appears Figure 4 Figure 4 Ready to Install the Program ...

Страница 32: ...server The InstallShield Wizard Completed window appears when the InstallShield Wizard completes the installation Figure 5 Figure 5 InstallShield Wizard Completed 6 Click Finish to complete the installation The WFM Configuration Setup utility is launched automatically and the WFM Server window appears Figure 6 Go to Step 1 Specifying the WFM Server Address on page 34 ...

Страница 33: ...in configuration settings later you can run the utility again manually in update mode NOTE When you are running WFM Configuration Setup in update mode you cannot modify WFM Database settings or enable disable Active Directory To change those settings you must re install WFM If you need to manually launch WFM Configuration Setup see Launching WFM Configuration Setup Manually below for instructions ...

Страница 34: ...he WFM Server window Figure 6 select an IP address from the IP Address of Local Machine drop down list or enter the IP address for the local machine on which WFM is installed Figure 6 WFM Server 2 If QM is installed as part of WFO select the Quality Management is Installed check box and enter the IP address for the QM base server 3 Click Next to go to the next window The WFM Database window appear...

Страница 35: ...opulated with the text default instance Do not edit this unless using a named instance Figure 7 WFM Database 2 Click Next WFM Configuration Setup connects to SQL Server creates the WFM database and loads default data If successful a confirmation appears NOTE If an error message appears verify that SQL Server is running on the local machine and that you entered the correct information in step 1 3 C...

Страница 36: ...the password that you used the first time you installed WFM in the Current Administrator Password field If you are installing WFM for the first time enter a password in the New Administrator Password and Confirm New Administrator Password fields NOTE Store this password in a safe place You will need it to log into WFM as an administrator Figure 8 WFM Administrator Password 2 Click Next The Active ...

Страница 37: ... 2 Enter the Active Directory distinguished name and IP address in the Base DN and IP Address fields Update the Port field if you are not using the default 3 Enter the Active Directory user and password in the User Name and User Password fields WFM uses this information to access Active Directory 4 Enter the organizational units OU in the User Search Base field 5 If you have a redundant Active Dir...

Страница 38: ...ide B IP Address field If your environment has a Unified CCX Side B server enter its IP address If your environment does not have a Side B server leave the field blank 3 Enter the Unified CCX Unified CC SQL Server instance and database names NOTE The default settings are most commonly used 4 Select the Unified CCX version running in your environment from the list The available options are Express ...

Страница 39: ...add one or more CTI servers by completing the following steps Figure 11 CTI Server a Click Add The Enter IP Address and Port dialog box appears Figure 12 Figure 12 Enter IP Address and Port b Enter the CTI server IP address and port then click OK The dialog box closes and the new IP address and port appear in the CTI Servers list ...

Страница 40: ...server complete the following steps a Select a server from the CTI Servers list b Click Remove The IP address and port number disappear from the CTI Servers list 3 Click Next The Unified CM window appears 4 Go to Step 7 Specifying the Unified CM Server on page 41 ...

Страница 41: ...leting the following steps Figure 13 Unified CM a Click Add The Enter IP Address dialog box appears Figure 14 Figure 14 Enter IP Address b Enter the Unified CM server IP address then click OK The dialog box closes and the new IP address appears in the Unified CM Servers list 2 If you need to remove a server complete the following steps a Select a server from the Unified CM Servers list ...

Страница 42: ...services are started After all of the services have started a confirmation appears 4 Click OK to dismiss the dialog box The Configuration Complete dialog box appears Figure 15 Figure 15 Configuration Complete 5 Click OK to dismiss the dialog box The Workforce Management Configuration Setup window closes You have now completed the installation of WFM ...

Страница 43: ...e access to the folder C Program Files Cisco WFO_WFM log on the WFM server so the WFM services can write to log files in the directory NOTE The following procedure is written assuming that the Unified CCX server is running Windows Server 2003 To create WFM users for the Unified CCX database 1 On the WFM server create a new user by completing the following steps a From the Start Menu choose Program...

Страница 44: ...erties dialog box appears d Click Add User or Group The Select Users Computers or Groups dialog box appears e Click Advanced The Select Users or Groups dialog box appears f Click Find Now A list of users and groups appears g Select the name of the new user from the list click OK twice to close the Select Users or Groups dialog boxes then click OK to close the Log on as a service Properties dialog ...

Страница 45: ...indow Step 2 Configuring WFM Services to Run As the New User To configure the Workforce Management Sync and OOC services to run as the new user 1 On the WFM server choose Start Programs Administrative Tools Services 2 Complete the following steps for the Workforce Management Sync Service a Right click the name of the service and choose Properties The properties dialog box for the service appears b...

Страница 46: ...name field to browse for the new user you created in Step 1 page 43 A second SQL Server Login Properties New Login dialog box appears 5 Select the machine name from the List Names From list A list of users and groups defined on the machine appears 6 Select the new user then click Add The user name appears in the Add Name field 7 Click OK to dismiss the second SQL Server Login Properties New Login ...

Страница 47: ...ified CCX database 1 Enter the following URL in your web browser where wfm is either the name or the IP address of the server on which WFM is installed http wfm 8087 c3 NOTE The website address is case sensitive The Workforce Management login window appears Figure 16 Figure 16 Workforce Management login window 2 Enter administrator in the username field ...

Страница 48: ...Figure 17 Figure 17 Workforce Management 4 Choose Agents Agents If the right pane displays a list of agents the synchronization was successful 5 Navigate to C Program Files Cisco WFO_WFM log Open the Workforce Management OOC Service log file which is named yyyymmdd ooCollector log where yyyymmdd is the date Verify that the log file does not contain any error messages ...

Страница 49: ...nal settings Key Value Type Data International iCalendarType string 1 iCountry string 1 iCurrDigits string 2 iCurrency string 0 iDate string 0 iDigits string 2 iFirstDayOfWeek string 6 iFirstWeekOfYear string 0 iLZero string 1 iMeasure string 1 iNegCurr string 0 iNegNumber string 1 iTime string 0 iTimePrefix string 0 iTLZero string 0 Locale string 00000409 NumShape string 1 s1159 string AM s2359 s...

Страница 50: ...gDate string dddd MMMM dd yyyy sMonDecimalSep string sMonGrouping string 3 0 sMonThousandSep string sNativeDigits string 0123456789 sNegativeSign string sPositiveSign string sShortDate string mm dd yyyy sThousand string sTime string sTimeFormat string h mm ss tt Table 11 Regional settings Key Value Type Data ...

Страница 51: ... you must complete the procedures in this chapter to capture the data manually For more information about the forecasting feature see Workforce Management Administrator User Guide for Cisco Unified Workforce Optimization NOTE You must complete the procedures described in this chapter immediately after you install WFM NOTE There is a 25 character limit on team names in WFM Team names that are longe...

Страница 52: ...SQ historical call data 1 From the WFM server choose Start Programs Cisco WFO WFM OOC The Odysoft ODBC Collector window appears Figure 18 Figure 18 Odysoft ODBC Collector 2 Choose Collector Capture The Capture Agent window appears Figure 19 Figure 19 Capture Agent Historical CSQ data ...

Страница 53: ...FO_WFM reports 8 Select the Unified CCX DSN from the DSN field 9 Enter the Unified CCX user ID and password 10 Click Test connection to verify the connection is working 11 Click Go to capture the historical call data The reports are created and saved to the folder C Program Files Cisco WFO_WFM reports 12 When the hourglass disappears click Quit to exit the Capture Agent window 13 Choose Collector ...

Страница 54: ...ter the Unified CCX user ID and password 9 Click Test Connection to verify the connection is working 10 Click Go to capture the historical call data The reports are created and saved to the folder C Program Files Cisco WFO_WFM reports 11 When the hourglass disappears click Quit to exit the Capture Agent dialog 12 Choose Collector Quit to exit Odysoft ODBC Collector Verifying Historical Call Data C...

Страница 55: ...lect Cisco Unified WFO Workforce Management Services click Remove and follow the prompts The following table lists the programs you will find on the server Table 12 Applications on the server Server Applications to Remove Cisco Unified WFO Workforce Management Server Cisco Unified WFO Workforce Management Services JRE and Tomcat are automatically removed when you remove Cisco Unified WFO Workforce...

Страница 56: ...Installation Guide 56 October 2007 ...

Страница 57: ...g WFM 30 O OOC Service described 9 run as authenticating user 45 starting 45 P password Active Directory 37 R removing WFM application 55 Request Service described 9 requirements system 16 RTE Service described 9 S Sync Service described 10 run as authenticating user 45 starting 45 system environment 16 requirements 16 T Tomcat Service described 10 U Unified CC configuring for WFM 38 uninstalling ...

Страница 58: ...Installation Guide 58 October 2007 administrator s password 36 installing 30 removing this version 55 uninstalling 55 WFM Configuration Setup tool 33 ...

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