Teleopti Integration

Note This feature requires an additional plug-in. Extra license is required. Please contact your Sales Contact to verify.

Communication

For real-time data the Anywhere365 Presence Service sets up a connection to the Teleopti platform using HTTPS. Historical data is send over to Teleopti via SFTP. Teleopti provides you the required information and access to their platform.

 

Configuration

  1. Navigate to 'drive:\Program Files\Anywhere365 Wfm Presence Service'

  2. Edit 'Wsp.Anywhere365.Wfm.Server.Service.exe.config'

  3. Edit the following items, with the information from Teleopti

    1. Teleopti.Uri

    2. Teleopti.AuthenticationKey

    3. Teleopti.PlatformTypeId

    4. Teleopti.SourceId

  4. Navigate to the Anywhere365 configuration page (SharePoint)

  5. Open the settings page

  6. Add the setting 'UseTeleoptiPresenceService' with value true

  7. Restart the Anywhere365 WFM Presence Service


Configuration SSRS Report subscription

  1. Navigate to the SSRS Management URL

  2. Upload the 3 Teleopti reports

    1. CTI - Agent

    2. CTI - AgentQueue

    3. CTI - Queue

  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 Anywhere365 DS

    5. Select Apply

  4. Configure a subscription that: (Learn More)

    1. Export as CSV

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

      For a 1-hour delay:

      • StarttimeOffset = -60

      • EndtimeOffset = -45

    3. To a fileshare used by Teleopti.

  5. Configure the SFTP client with the information provided by Teleopti

    1. Configure host

    2. Configure username and password

    3. Configure local directory, this is the folder containing the CSV files

    4. Configure a scheduled task for the SFTP client, that pushes the CSV files to Teleopti every 15 minutes. Make sure there is a five minute delay between the export of the CSV files (step 4) and pushing the CSV files to Teleopti