Dialogue Cloud

Configure WFM Plugin for Teleopti (by Calabrio)

Note

A WFM integration license specific to each connection is required.

Configure Plugin Settings

Note

Required settings fields will be automatically added in your SharePoint lists after requesting this feature. Some, like ConnectionString will need to be completed ASAP with your valid credentials.

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. 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.

  • Time Correction: This adjusts the actual time value. For example, if you need to account for a specific time zone difference or correct the time due to some system-specific requirement, you would use this setting.
  • Offset Correction: This adjusts the time zone offset. This is useful if you need to correct the offset value that indicates the difference between local time and UTC. This can be important for systems that need to display or log times in different time zones accurately.
+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 Calabrio TWFM 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