Configure WFM Plugin for Teleopti (by Calabrio)

Note

A WFM integration license specific to each connection is required.

Configure Plugin Settings

Note

Settings in your SharePoint lists will be automatically added upon requesting this feature. Some (like ConnectionString) will need to be completed ASAP with your valid credentials.

Open the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. Config page on SharePoint
Open the Plugin Settings list
Configure the following settings:

Teleopti

All settings marked with * must be set before the RTA and/or HD service(s), see below, can be used.
Setting	Description	Default value	Scope
Teleopti.UTCTimeCorrection	Correct both "time (in format (+/-)hhmm) , offset (in format (+/-hhmm)" from UTC.	+0000,+0000	WFMPlugin
Teleopti.EncryptedTenantKey *	Tenant key (provided by Calabrio), encrypted using the A365.PWTool.		WFMPlugin
Teleopti.DataSourceKey *	Data source key (provided by Calabrio).		WFMPlugin

Teleopti RTA - Send RTA events

All settings marked with * must be set before the Teleopti RTA service can be used. Also Teleopti.RTA.UseService must be set to True.
Setting	Description	Default value	Scope
Teleopti.RTA.UseService	Enable or disable the service.	False	WFMPlugin
Teleopti.RTA.EndpointAddress *	`http(s)://<hostname>/teleoptiwfm/RTA/CalabrioTWFMRtaService.svc` (on-premise) or `https://<cname>.teleopticloud.com/RTA/CalabrioTWFMRtaService.svc` (Azure Cloud hosted)		WFMPlugin
Teleopti.RTA.PlatformTypeId *	A unique GUID GUID stands for Globally Unique Identifier (format is always like 2ed153b4-f632-4766-b846-5b2a769b36d1) and is a pseudo random number used in software applications that is assumed to be unique. The total number of unique keys (2<sup>128</sup> of 3.4028×10<sup>38</sup>) is very large and the probability of the creating the same GUID twice is very small, though not 100% guaranteed. The term GUID is generally used by developers working with Microsoft technologies, while UUID is used everywhere else. per ACD Automatic Call Distributor (ACD), also known as Automated Call Distribution System, is a component that redirects incoming calls to Agents. platform. Provided by PS Tech consultant.		WFMPlugin
Teleopti.RTA.StateSeparator	Separates state and presence making it unique within Calabrio.	-	WFMPlugin

Teleopti HD - Send (agent) queue statistics

All settings marked with * must be set before the Teleopti HD service can be used. Also Teleopti.HD.QueueUseService and/or Teleopti.HD.AgentQueueUseService must be set to True.
Setting	Description	Default value	Scope
Teleopti.HD.Url*	Absolute URL to the Teleopti REST API, e.g. `https://customer.teleopticloud.com/historical-data`.		WFMPlugin
Teleopti.HD.AnswerServiceLevelTime	The service level time where the agent answers the call within x seconds.	30	WFMPlugin
Teleopti.HD.QuickDropTime	Time in seconds where the customers disconnects after entering a queue and is considered a "quick drop".	5	WFMPlugin
Teleopti.HD.CronExpression*	The cron job trigger expression to use a cron job to send statistics, e.g. `0 0/15 * * * ?`		WFMPlugin
Teleopti.HD.QueueUseService	Enable or disable the service.	False	WFMPlugin
Teleopti.HD.AgentQueueUseService	Enable or disable the service.	False	WFMPlugin
(Optional) Teleopti.HD.SkillTypes	Types of skills for which to collect data, comma-separated. Valid values: Skill, ChatSkill, AvailabilitySkill, CountDownSkill, CountdownAvailabilitySkill, ForwardSkill, ChatForwardSkill, EscapeMaxQueueSizeSkill. Warning: Forward skills are not recommended! Note Available since hotfix Bundles DC2024.01c and DC2023.04d	Skill	WFMPlugin