Injixo Integration

Note This feature requires an additional plug-in. Please contact your Sales Contact to verify if a plug-in is purchased.

Introduction

It is possible to export data from Anywhere365 and import this data into Injixo. Once the data is available from Injixo, it can be used to make forecasts and schedules and check adherence. Setting up the interface between Anywhere365 and Injixo can be done by the following three steps:

  1. Prepare the A365 Reports

  2. Setup Injixo’s Xlink

  3. Configure the External Employee Id

 

Prepare the A365 Reports

  1. Download the A365 Reports that are generated for Injixo specifically

    Note Download link on request

  2. Upload the A365 Reports to your SQL Server Reporting Instance that also host the default Anywhere365 Reports

  3. Setup a subscription for both the Agent Report as well as the Calls Report, that will export the report to CSV every 15 minutes and upload the files to a fileshare that is accessible by Injixo’s Xlink.

 

Configuration SSRS Report subscription

  1. Navigate to the SSRS Management URL

  2. Upload the 2 Injixo reports

    1. CTI - Agent

    2. CTI - AgentQueue

  3. Configure the report to point to the Shared Data Source of the Anywhere365 database.

    1. Hover over the report and select Manage

    2. Select Data Sources

    3. Select Browse

    4. Select the Anywhere365DS

    5. Select Apply

  4. Configure a subscription that: (Learn More)

    1. Export as CSV

    2. Every 15 minutes , with a delay of 1 hour.

    3. To a fileshare used by Injixo.

 

Setup Injixo’s Xlink

After the initial setup of Injixo’s Xlink is completed, the following two files should be modified in order to upload the exported A365 data to your Injixo Instance:

  1. isps.cfg

  2. Isps_Ul.ini

 

isps.cfg

Add the reference to your WFM instance, for example:

[IES System WFM]

Name = "WFM"

Url = "iwfms://XXX.injixo.com:80"

 

Isps_Ul.ini

Add the general settings and mappings for both CSV files, as a minimum the bold/underlined items should be changed so it matches your setup.

[GENERAL]

CallLastAutoImportDate=10.10.2016

CallAutoImportMode=2

CallAutoImportTime=15:00

CallAutoImportInterval=15

AgentLastAutoImportDate=10.10.2016

AgentAutoImportMode=2

AgentAutoImportTime=15:00

AgentAutoImportInterval=15

NoAutoImportStartTime=

NoAutoImportEndTime=

Protocol=1

AutomaticImportForMissingDays=1

WriteAlways=0

CallAutoImportIntervalReferenceTime=00:00

AgentAutoImportIntervalReferenceTime=00:00

AutomaticMappingCorrection=1

AgentConvertFulldayActivities=0

UseStartDateForAgentImport=0

[WFM]

CallVersionId=101

AgentLevelId=5000

[DB]

1=WFM,0,user@domain.com,usersecret

[CSV]

Source=<fileshare call statistics>\input

Destination=<fileshare call statistics>\output

HeaderLines=1

DateColumn=1

DateFormat=DD-MM-YYYY

TimeColumn=2

TimeFormat=HH:MM

GroupColumn=3

Groups=<skill names>

ColumnNames=Date;Interval_Start;Queue;Abandoned;Answered;Average_Handling_Time;Average_Speed_of_Answer;Offered;Service_Level

Interval=60

TimeZone=1

Protocol=1

LogFile=UploadLog

SeparatorCharacter=2

DeleteImportFiles=2

ActivitySource=<filehare agent statistics>\input

ActivityDestination=<fileshare agent statistics>\output

ActivitySeparatorCharacter=2

DeleteActivityImportFiles=2

ActivityIdentifiers=1;2;3;4;5;6

ActivityDescriptions=Offline;Available;Busy;Away;InCall;DoNotDisturb

ActivityHeaderLines=1

ActivityTimeSpanType=1

ActivityColumn=2

AgentColumn=1

ActivityStartTimeStampColumn=3;4

ActivityStartTimeStampFormat=DD-MM-YYYY;HH:MM:SS

ActivityEndTimeStampColumn=5;6

ActivityEndTimeStampFormat=DD-MM-YYYY;HH:MM:SS

 

Please setup Xlink together with someone from Injixo, and let them verify the complete configuration, to be sure that it will work as intended.

 

Configure the External Employee Id

In order to match the A365 data with Employees configured in Injixo, the unique identifier of an Agent inside A365 should be configured on the Employee-level in Injixo. The A365 UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. Database contains a table called “Injixo_agent”, this table contain all your A365 Agents and the unique identifiers that are send to Injixo.

Within Injixo you can configure the External Employee ID of the Agent as follows:

  1. Go to “Administration” > “Scheduling” > “Employees”

  2. Select the Employee that you would like to modify

  3. Go to “External Systems”

  4. Select the External System that matches the configuration in “Isps_Ul.ini” (in our example CSV) and fill in the Employee Id with the value that you extracted from the A365 database