Dialogue Cloud

On Premises

Install Workforce Management

Note

A WFM integration license specific to each connection is required.

To install the Workforce Management the following steps need to be made.

Request WFM Plugin Installation

After a successful license purchase, installation of the WFM Plugin can be requested through your certified Anywhere365 Partner.

Configure WFM Plugin

Depending on the WFM platform being used a configuration is needed. Select your matching WFM platform to continue:

Warning

Only one WFM plugin should be selected/configured per 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.. Selecting both plugins on a single UCC will make neither plugin work and is not a supported scenario.