SHORETEL APPLICATION NOTE

Transcription

1 SHORETEL APPLICATION NOTE for Community Workforce Management Date: April 2017 App Note Number: TC For use with: Community WFM v4.2 Product: ShoreTel Connect ONSITE System: ST Connect

2 Contents Contents... 2 Introduction... 3 Configuration Overview... 6 Special Notes... 7 ShoreTel Contact Center Configuration... 8 WFM Community Configuration Conclusion Additional Resources ShoreTel. Brilliantly simple business communications ShoreTel tests and validates the interoperability of the Member's solution with ShoreTel's published software interfaces. ShoreTel does not test, nor vouch for the Member's development and/or quality assurance process, nor the overall feature functionality of the Member's solution(s). ShoreTel does not test the Member's solution under load or assess the scalability of the Member's solution. It is the responsibility of the Member to ensure their solution is current with ShoreTel's published interfaces. The ShoreTel Technical Support organization will provide Customers with support of ShoreTel's published software interfaces. This does not imply any support for the Member's solution directly. Customers or reseller partners will need to work directly with the Member to obtain support for their solution. ShoreTel. Brilliantly simple business communications. Page 2 of 15

3 Introduction This Application Note describes the steps required to integrate Community WFM with a ShoreTel Connect Onsite System. Community Community workforce management, manufactured by Workforce Management Software Group, Inc. (WFMSG), is elegantly packaged for easy use by all your contact center personnel, from agents and supervisors to schedulers and managers. Community is coupled with a culturally sensitive and consultative approach that brings our expertise to bear on your unique workforce optimization challenges. WFMSG s proven Steps-to-Success methodology will properly assess your needs, automate countless processes and capture the efficiencies associated with uniquely powerful tools including forecasting, schedule optimization, streamlined intraday management and real time agent adherence and alerts. Schedulers, supervisors and agents will be acting collaboratively to execute your unique workforce management strategy and become an agile workforce that readily responds to the dynamics of your customers and their behavior. Enterprise WFM Features and Benefits Unlimited sites and agents Advanced security & permissions control Live monitoring of agent adherence and attendance Unlimited forecasts, schedules & what-if analysis Schedule optimization and shift bidding Detailed costs of schedules Vacation management Intraday reforecasting and service level dashboards Automated schedule attendance Four views of schedule adherence Automated Schedule Adjustment Plans (ASAP) Imbedded, instant agent messaging (text, , pop-up, mobile) ShoreTel. Brilliantly simple business communications. Page 3 of 15

4 The industries richest agent portal Imbedded multi-media training videos An agent mobile app for ios and Android Auto payroll feed option Software Specifications Windows Server 2008, 2012 SQL Server 2008, 2012 Single or multi-server deployments High-availability topologies Virtualize any portion of your deployment 100% browser-based, no client install No Flash or Java required Please contact your Community WFM sales contact for recommended sizing based on the number of agents and active users. ShoreTel. Brilliantly simple business communications. Page 4 of 15

5 Community Technical Support Americas and General Support Phone: (877) option 2 support@wfmsg.com Europe, Middle East & Africa (EMEA) Phone: (585) option 2 support@wfmsg.com Asia Pacific (AsiaPac) Phone: (585) option 2 support@wfmsg.com ShoreTel. Brilliantly simple business communications. Page 5 of 15

6 Configuration Overview Network Topology Test Environment ShoreTel Connect OnSite HQ and DVS Server WFM Community Server ShoreTel Voice Switch ShoreGear Switch ShoreTel 655 IP Phones ShoreTel 485G IP Phone ShoreTel Virtual Phone Switch ST Connect Contact Center ShoreTel. Brilliantly simple business communications. Page 6 of 15

7 Special Notes The following are the caveats and limitations of WFM Community with a ShoreTel Connect Onsite system. ShoreTel License Real Time Adherence (RTA) Connection or Real Time Group Feed license is required to integrate Community WFM with ShoreTel Connect Contact Center (ECC) Contact Center Support ShoreTel Connect Contact Center is required to obtain the Agent ID. ODBC Connection ODBC Connection to the GPRO table of the ECC Database is required for Community WFM solution to work. NOTE: This Application Note assumes the setup, configuration and licensing of the Virtual/Physical Switches has already been completed. If you require additional information, please refer to the ShoreTel Connect Onsite Planning and Installation guide at the following location: ShoreTel. Brilliantly simple business communications. Page 7 of 15

8 ShoreTel Contact Center Configuration This section outlines the steps to configure a ShoreTel Contact Center system with WFM Community Server. Licenses Verify the Licensing Information by selecting Maintenance» License» License Keys to view the current licensing keys. An available, unused Group Activity API RTA license is required for WFM Community server to work properly with ShoreTel Connect Contact Center(ECC). Purchase an additional RTA license if necessary. ShoreTel. Brilliantly simple business communications. Page 8 of 15

9 Event Feed Configuration If integration with the ShoreTel Contact Center is required, use the following steps: 1. Log into the ShoreTel Contact Center Director to identify the Event Feed Port properties under System Parameters» External Interfaces» Event Feed Ports. 2. Confirm the port number for Real Time Events Ports is set to Click Save NOTE: Make note of the Port value for the type of Event Feed (Group Feed or Agent Feed) as it will be used later in the WFM Community server configuration. Do not change the values of the Port Properties unless there is a port conflict. 4. Configure the Event Feed Properties under External Interfaces» Event Feeds. I. Click the New button to create a new event feed. II. Enter a Username: This needs to be matched with the username configured in the WFM Community server configuration. III. Enter a Password. This will need to match the password configured in the WFM Community server configuration. ShoreTel. Brilliantly simple business communications. Page 9 of 15

10 IV. For Connection Type, select Real-Time Events for Group Event Feed. V. Enter a Description to clearly identify the feed. VI. Click Save ShoreTel. Brilliantly simple business communications. Page 10 of 15

11 WFM Community Configuration WFM Community will be provided preconfigured to the customers by WFMSG. The following configuration was used for this testing and listed here only for reference. For the detailed configuration procedure, please contact your WFMSG support representative. Community Configuration To integrate WFM Community with ShoreTel Connect ONSITE system, use the following configuration procedure Settings 1. Login to Community Management Console. 2. Go to Settings menu and select Data Sources option 3. Under Data Collection Sources, click on hyperlink Click here to create a new data collection source ShoreTel. Brilliantly simple business communications. Page 11 of 15

12 4. Create a new Data source as shown below and click Save 5. After Saving the changes, additional configuration options will appear. 6. Go to Real-time adherence integration section and configure as follows: a. Enter Host IP Address: Enter your ShoreTel ECC server address here b. Port Number: Enter Group Event Feed port number i.e c. Username: Enter username, created previously in the ShoreTel Event Feed configuration. wfmsg was used in this example. d. Password: Enter password, created previously in the ShoreTel Event Feed configuration. wfmsg was used in this example. ShoreTel. Brilliantly simple business communications. Page 12 of 15

13 7. Go to Historical Contact Volume data collection section and configure the following a. Server Name: Enter ECC Server IP address here b. Database Name: Enter a database name. ecc was used in this example. c. User id: Enter ECC database read-only username - eccro d. Password: Enter ECC Database read-only user password - ecc22ro33 e. Port Number: Enter ECC Database port number here was used in this example. 8. Select Use the custom query for the associated Data Source for data collection. 9. Click Save ShoreTel. Brilliantly simple business communications. Page 13 of 15

14 Custom query Commands Configure the previously created Data Source with the following custom queries Custom Query Command for Contact Volume select date_add(g_date, interval g_time Minute) as 'Slot', group_id as 'Skill', (IfNull(g_acd_ovfin_aband_sti1, 0) + IfNull(g_acd_ovfin_aband_sti2, 0) + IfNull(g_acd_ovfin_aband_sti3, 0) + IfNull(g_acd_ovfin_aband_sti4, 0) + IfNull(g_acd_ovfin_aband_sti5, 0) + IfNull(g_acd_ovfin_aband_sti6, 0) + IfNull(g_acd_direct_aband_sti1, 0) + IfNull(g_acd_direct_aband_sti2, 0) + IfNull(g_acd_direct_aband_sti3, 0) + IfNull(g_acd_direct_aband_sti4, 0) + IfNull(g_acd_direct_aband_sti5, 0) + IfNull(g_acd_direct_aband_sti6, 0) + IfNull(g_acd_direct_intfl_out, 0) + IfNull(g_acd_ovfin_intfl_out, 0) + IfNull(g_acd_direct_answd_sti1, 0) + IfNull(g_acd_direct_answd_sti2, 0) + IfNull(g_acd_direct_answd_sti3, 0) + IfNull(g_acd_direct_answd_sti4, 0) + IfNull(g_acd_direct_answd_sti5, 0) + IfNull(g_acd_direct_answd_sti6, 0) + IfNull(g_acd_ovfin_answd_sti1, 0) + IfNull(g_acd_ovfin_answd_sti2, 0) + IfNull(g_acd_ovfin_answd_sti3, 0) + IfNull(g_acd_ovfin_answd_sti4, 0) + IfNull(g_acd_ovfin_answd_sti5, 0) + IfNull(g_acd_ovfin_answd_sti6,0) + IfNull(g_acd_direct_answd_another, 0) + IfNull(g_acd_ovfin_answd_another, 0) ) as 'CallVolume' from grpo where group_id = #AcdSkill# and date_add(g_date, interval g_time Minute) >= date_sub('#dtstart#', interval 60 minute) and date_add(g_date, interval g_time Minute) < '#DtEnd#' order by 'Slot' Custom Query Command for Not Handled Contacts select date_add(g_date, interval g_time Minute) as 'Slot', group_id as 'Skill', (IfNull( g_acd_ovfin_aband_sti1, 0) + IfNull( g_acd_ovfin_aband_sti2, 0) + IfNull( g_acd_ovfin_aband_sti3, 0) + IfNull( g_acd_ovfin_aband_sti4, 0) + IfNull( g_acd_ovfin_aband_sti5, 0) + IfNull( g_acd_ovfin_aband_sti6, 0) + IfNull( g_acd_direct_aband_sti1, 0) + IfNull( g_acd_direct_aband_sti2, 0) + IfNull( g_acd_direct_aband_sti3, 0) + IfNull( g_acd_direct_aband_sti4, 0) + IfNull( g_acd_direct_aband_sti5, 0) + IfNull( g_acd_direct_aband_sti6, 0) ) as 'Abandoned'from grpo where group_id = #AcdSkill# and date_add(g_date, interval g_time Minute) >= date_sub('#dtstart#', interval 60 minute) and date_add(g_date, interval g_time Minute) < '#DtEnd#' order by 'Slot' Custom Query Command for Talk Time select date_add(g_date, interval g_time Minute) as 'Slot', group_id as 'Skill', g_acd_talk + g_acd_wrap_up as 'HandleTime' from grpo where group_id = #AcdSkill# and date_add(g_date, interval g_time Minute) >= date_sub('#dtstart#', interval 60 minute) and date_add(g_date, interval g_time Minute) < '#DtEnd#' order by 'Slot' ShoreTel. Brilliantly simple business communications. Page 14 of 15

15 Conclusion WFM Community has been successfully validated and approved with ShoreTel Connect Onsite system. Additional Resources ShoreTel Connect ONSITE System Administration Guide ShoreTel Connect ONSITE Planning and Installation Guide ShoreTel Connect ONSITE Client User Guide Version Date Contributor Content 1.0 April 2017 M.Saini Original App Note ShoreTel. Brilliantly simple business communications. ShoreTel, Inc. (NASDAQ: SHOR) is a leading provider of brilliantly simple IP phone systems and unified communications solutions powering today s always-on workforce. Its flexible communications solutions for on-premises, cloud and hybrid environments eliminate complexity, reduce costs and improve productivity.