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  • Page 1

    Americas Headquarters Cisco Systems, In c. 170 West Tasman Drive San Jose, CA 951 34-1706 USA http://www.ci sco.com Tel: 408 526-4000 800 553-NETS (638 7) Fax: 408 527-0883 Cisco Unif ied W orkf orce Optimization W orkforce Management Inst allation Guide 8. 2 October 31, 20 07[...]

  • Page 2

    THE SPECIFICA TIONS AND INFORM A TION REGARDING THE PRODUCTS IN THIS MAN U AL ARE SUBJECT TO CHANGE WITHOUT N O T ICE. ALL ST A TEMENTS, INFORMA TION, AND RECOMMEN D A TIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURA TE BUT ARE PRESENTED WITHO UT W ARRANTY OF AN Y KIND, EXPRESS OR IMPLIED . USERS MUST T AKE FULL RESPONSIBILI TY FOR THEIR APPLICA TION[...]

  • Page 3

    Contents 1 Overview 7 ■ Introduction 7 ■ Features of Workforce Management 8 ■ Workforce Management Services 9 Workforce Management Capture Service 9 Workforce Management Compile Service 9 Workforce Management OOC Service 9 Workforce Management Request Service 9 Workforce Management RTE Serv ice 9 Workforce Management Sync S ervice 10 Tomcat S[...]

  • Page 4

    Contents 4 Installing and Configuring WFM 27 ■ Overview 27 ■ Verifying Prerequisites 28 ■ Upgrading from WFM 8.0 to WFM 8.2 29 ■ Installing WFM 30 ■ Configuring WFM 33 Launching WFM Configuration Setup Man ually 33 Step 1. Specifying the WFM Server Address 34 Step 2. Specifying WFM Data base Access 35 Step 3. Configuring WFM Administrator[...]

  • Page 5

    Contents Index 57[...]

  • Page 6

    Contents[...]

  • Page 7

    October 2007 7 Over view Introduction The Workf orce Management (WFM) InstallS hield Wizar d guides you thr ough the WFM installation. The in stallation includes two sets of components: ■ Process com ponents, including the WFM ser vices ■ T r ansaction components, including BIRT , Omnis, and Apache T omcat NO TE: Both sets of com ponents must b[...]

  • Page 8

    Installation Guide 8 October 2007 F eatures of W orkforce Management WFM is an industry-leading sof tware solut ion for multi-sit e staf f forec asting and scheduli ng. Call center managers can use WFM to comp lete the f ollowing tasks. ■ Dev elop a schedule f orecast (by da y or period) ■ Manage special ev ents ■ Prepare schedules (summar y [...]

  • Page 9

    Workforce Management Service s October 2007 9 W o rkforce Man agement Ser vices W o rkforce Management Capture Ser vice The Workf orce Management Capture Service watches f or historical call data repor ts created b y the W orkfor ce Management OOC (Odysoft OD BC Collector) Service. When the Workf orce Management Capture Service detects a new report[...]

  • Page 10

    Installation Guide 10 October 2007 W o rkforce Management Sync Ser vice The Workf orce Management Sync Service co nnects to the Unified CCX node using the A CMI-based synchronization pr ocess. The Workf orce Management Sync Service retrie ves and processes configuration data , such as contact service queue (CSQ) configurations, team configurations,[...]

  • Page 11

    What’s New in This Version October 2007 11 What’s New in This V ersion WFM 8.2 includes the f ollowing ne w features. ■ Suppor t for Windo ws Vista with Internet Explorer 7 .0 f or clients ■ Email/Chat scheduling (not thr ough an exception) ■ Enhanced usability by making ACD populat e d fields read-only ■ Simplification of the Call Fore[...]

  • Page 12

    Installation Guide 12 October 2007 WFM Documentation The follo wing documents contain additional informat ion about WFM: ■ Workf orce Management Adminis trator User Guide f or Cisco Unified Workf orce Optimization ■ Workf orce Management Agent User Guide for Cisco Unified Workforce Optimization ■ Workf orce Management Ser vice Information Man[...]

  • Page 13

    Port Usage October 2007 13 Po r t U s ag e A WFM en vironment con sists of one WFM ser ver and tw o or more remote de vices, including the Unified CCX server and one or more client PCs. The follo wing list shows the software running on each of these devices. ■ WFM ser ver —W F M s e r v i c e s — WFM application —W F M i n s t a n c e o f S[...]

  • Page 14

    Installation Guide 14 October 2007 T able 2 lists the T CP and UDP por ts used by WFM and its com ponents on remot e devices in the W FM envir onment, including the Unified CCX ser ver and one or more client PCs. Ta b l e 2 . WFM Por t Usage on Remote De vices Server application protocol Destination port (listening) Clie nt application protocol CTI[...]

  • Page 15

    October 2007 15 Syst em Requirements Overview This chapter describes the f ollowing requirements f or WFM: ■ System R equirements (page 16) ■ System Capacity (page 2 0) ■ Configuration Data (page 21 )[...]

  • Page 16

    Installation Guide 16 October 2007 System R e quirements The follo wing tables list the minimum system requirements f or the WFM ser ver and clients. System En vironment WFM has been verified in the f ol lowing configurations: Operating Environment The WFM ser ver req uires the follo wing oper ating system and har dware configuration. Ta b l e 3 . [...]

  • Page 17

    System Requirements October 2007 17 WFM desktops require on e of the f oll o wing operating system and hardw are configurations. Third Party Sof tware Requirements The WFM ser ver req uires the third par ty sof tware list ed in the follo wing table. NO TE: WFM requires the Cisco Media Con vergence Ser ver (MCS) platform to be a dedicat ed standalon[...]

  • Page 18

    Installation Guide 18 October 2007 Internet Explorer 6.0 or 7.0 Cisco MCS platform Internet Explorer is requir ed to access the WFM web application. Vista only supp orts Internet Explorer 7.0. Java 2 Runtime Environment (JRE) Standard Edition Version 5.0 (v1.5.0_11) Cisco MCS platform Java 2 Runtime Environment is required to run the Java Server Pa[...]

  • Page 19

    System Requirements October 2007 19 WFM desktops must ha ve the f ollowing sof tware applications: Ta b l e 7. WFM desktop minimum third pa r ty soft ware requirement s Application Where Installed/Description Internet Explorer 6.0 or 7.0 WFM client desktops Internet Explorer is required to access the WFM web application. Vista only supports Interne[...]

  • Page 20

    Installation Guide 20 October 2007 System Capacity The system capacity for the WFM server ca n be defined by specific hardw a re and sof tware configurations. The f ollowing tabl e shows the limits of individu al featu re capaciti es. NO TE: Capacity numbers are goals. Actual numbers ma y var y . The follo wing table shows the har dware ca pacities[...]

  • Page 21

    Configuration Data October 2007 21 Configuration Data The follo wing data needs to be st ored persistently and must be back ed up on a regular basis: ■ WFM database (n amed CWFM) ■ Customer -specific configuration files, such as the files in C:Program FilesCiscoWF O_WFMconfig WFM database back ups are independent of Unified CCX backup and r[...]

  • Page 22

    Installation Guide 22 October 2007[...]

  • Page 23

    October 2007 23 Before Y ou Install WFM Overview This chapter describes ho w to configure the WFM server before y ou install WFM. This process consists of the f ollowing tasks. ■ Installing Micr osof t SQL Ser ver 2005 (page 2 4 ) ■ Creating a SQL Ser ver Login f or WFM (page 25) ■ Configuring Firewall P or t Exceptions (page 26)[...]

  • Page 24

    Installation Guide 24 October 2007 Installing Microsoft SQL Ser ver 2005 An abbreviat ed installati on procedure is gi ven belo w . For detailed information about how t o install Microsoft SQL Ser ver 20 05, see the Micr osof t SQL Ser ver 2005 installation documentation. Complet e the following steps of the Mi crosoft SQ L Ser ver 2005 Setup utili[...]

  • Page 25

    Creating a SQL Server Login for WFM October 2007 25 Creating a SQL Ser ver Login for WFM NO TE: Store the WFM SQL Ser ver login name and passw ord in a saf e place. Y ou will need this inf ormation f or the WFM Configuration Setup utility , which runs automati cally af ter you install WFM. T o create a SQL Server login for WFM: 1. On the SQL Server[...]

  • Page 26

    Installation Guide 26 October 2007 Configuring Fire wall P o r t Exceptions Bef ore you install WFM, if Micr osof t Windows Fire wall is enabled on the WFM ser ver , you must manually add sev eral por ts to th e fire wall ex ception list. These por ts are listed in T able 10 . NO TE: For a com plete list of por ts used in a WFM en vironment, see Po[...]

  • Page 27

    October 2007 27 Installing and Configuring WFM Overview This chapter describes how to install and configure WFM. This pr ocess consists of the follo wing tasks. ■ V erifying Prerequisites (page 28) ■ Upgrading fr om WFM 8.0 to WFM 8.2 (page 29) ■ Installing WFM (page 30) ■ Configuring WFM (page 33) ■ Configuring NT Authentication f or Uni[...]

  • Page 28

    Installation Guide 28 October 2007 V erifying Prerequisit es NO TE: There is a 25-character limit on team names in WFM. T eam names that are longer than 25 charac ters will not be imported from Unified CCX into WFM. Bef ore you install WFM and star t the W orkf orce Man agement ser vices, verif y that all Unified CCX team names are 25 or f ewer cha[...]

  • Page 29

    Upgrading from WFM 8.0 to WFM 8.2 October 2007 29 Upgrading from WFM 8.0 to WFM 8.2 NO TE: Befo re you upgrade, consider running the WFM 8.0 v ersion of WFM Configuration Setup so y ou can mak e a note of the settings you used when you inst alled WFM 8.0. Y our WFM 8.0 settings are not maintained during the upgrade process. Y ou will need to ent er[...]

  • Page 30

    Installation Guide 30 October 2007 Installing WFM NO TE: If Cisco Security Agent (CSA) is running on y our WFM ser ver , shut CSA down before you begin the installation process. If CSA is running while you install WFM, the installation ma y fail. T o install WFM: Complet e thes e steps on the Cisco Unified WF O Workf orce Management server . 1. Loa[...]

  • Page 31

    Installing WFM October 2007 31 Selecting a single component and clicking Ne xt results in the installation of both components. Figure 3. Custom Se tup 4. Click Next to continue. The Ready to Install the Pr ogram window appears ( Figure 4 ). Figure 4. Ready t o Install the Program[...]

  • Page 32

    Installation Guide 32 October 2007 5. Click Install to continue. T he installati on wizard installs WFM, B ir t, Omnis, Jav a 2 Runtime En vironment (JRE), and t he Apache T omcat Webserver . The InstallShield Wizard Complet ed wind ow appear s when the InstallShield Wizard com pletes the installation ( Figure 5 ). Figure 5. InstallShield Wizard Co[...]

  • Page 33

    Configuring WFM October 2007 33 Configuring WFM T o configure WFM, r un WFM Configuration Setup, which consists of the steps below . ■ Step 1. Specif ying the WFM Ser ver A ddress (page 34) ■ Step 2. Specifying WFM Database Access (page 35) ■ Step 3. Configuring WFM Administr ator A ccess (page 36) ■ Step 4. Configuring Activ e Di rectory ([...]

  • Page 34

    Installation Guide 34 October 2007 2. Run postinstall.ex e. The Workf orce Management — Configuration Setup window appears. 3. Go to "St ep 1. Specifying the WFM Server Address" on page 34 . Step 1 . Specifying the WFM Server Address T o specify the server address: 1. F rom the WFM Server window ( Figure 6 ), select an IP address fr om [...]

  • Page 35

    Configuring WFM October 2007 35 Step 2. Specifying WFM Database Access T o specify WFM database access: 1. F rom the WFM Database window ( Figure 7 ), ent er the instance name , login name, and passwor d you used in "Installing Microsof t SQL Ser ver 2005" on page 24 and "Creating a SQL Ser ver Login f or WFM" on page 25 . NO TE[...]

  • Page 36

    Installation Guide 36 October 2007 Step 3. Configuring WFM Administrat or Access To c o n f i g u r e W F M a d ministrator access: 1. F rom the WFM Administrator Passwor d window ( Figure 8 ), enter the passwor d f or the WFM administrator using one of the methods below . ■ If you are u pgrading WFM, enter the pa ssw ord that you used the first [...]

  • Page 37

    Configuring WFM October 2007 37 Step 4. Configuring Activ e Directory T o configure Activ e Directory: 1. Complet e one of the follo wing options. ■ If you w ant to use A ctive Directory , lea ve the Use Activ e Directory check box selecte d in the Ac tive Di rectory window ( Figure 9 ) and go to st ep 2 . ■ If you do no t want t o use Activ e [...]

  • Page 38

    Installation Guide 38 October 2007 Step 5. Specifying the Unified CCX Database T o specify the Unified CCX database: 1. F rom the Unified CC windo w, ent er the IP address f or the Unified CCX (Unified CC) Side A ser ver ( Figure 10 ). Figure 10. Unified CCX (Unified CC) 2. Complet e one of the following actions f or the Unified CC Side B IP Ad dre[...]

  • Page 39

    Configuring WFM October 2007 39 Step 6. Specifying the CTI Server T o specify the CTI server: 1. F rom the CTI Ser ver window ( Figure 11 ), add one or more CTI servers by completing the f ollowing steps. Figure 11. CTI Ser ver a. Click Add. The Ent er IP Address and Port dialog box appears ( Figure 12 ). Figure 12. Enter IP Address and P or t b. E[...]

  • Page 40

    Installation Guide 40 October 2007 2. If you need t o remove a server , comp lete the f ollowing steps. a. Select a ser ver fr om the CTI Servers list. b. Click Remo ve. The IP address and po r t number disappear from the CTI Ser vers list. 3. Click Next. The Unified CM window appears. 4. Go to "St ep 7 . Specifying the U nified CM Ser ver&quo[...]

  • Page 41

    Configuring WFM October 2007 41 Step 7 . Specifying the Unif ied CM Ser ver T o specify the Unified CM ser ver: 1. F rom the Unified CM window ( Figure 13 ), add one or more Unified CM servers by com pleting the f ollowing st eps. Figure 13. Unified CM a. Click Add. The Ent er IP Address dialog box appears ( Figure 14 ). Figure 14. Ente r IP Addres[...]

  • Page 42

    Installation Guide 42 October 2007 b. Click Remo ve. The IP address disappears from the Unified CM Ser vers list. 3. Click Finish. The Work for ce Management ser vices are star ted. After all of the ser vices ha ve started, a confirmation a ppears. 4. Click OK to dismiss the dialog box. The Configuration Complete dialog box appears ( Figure 15 ). F[...]

  • Page 43

    Configuring NT Authenticati on for Unified CC October 2007 43 Configuring NT Authentication f or Unified CC Y ou must complet e the following st eps af ter you install WFM and bef ore you star t using WFM to administ er user s. ■ Step 1. Creating WFM Users for the Unified CCX Database (page 43) ■ Step 2. Configuring WFM Serv ices to R un As the[...]

  • Page 44

    Installation Guide 44 October 2007 b. Go to the Member Of tab and click Add. The Select Groups dialog bo x appears. c. Click Adv anced. Another Select Gr oups dialog box appears. d. Click Find Now . A list of groups appears. e. Highlight the Administrat ors group and click OK twice to close both Select Groups dialog bo xes. f. Click OK again to clo[...]

  • Page 45

    Configuring NT Authenticati on for Unified CC October 2007 45 5. On the Unified CCX ser ver , add the ne w user to the A dministrators group and the Users group b y completing the f ollowing steps. a. Right-click the name of the user y o u just created and choose Proper ties. The user properties dialog box appears. b. Go to the Member Of tab and cl[...]

  • Page 46

    Installation Guide 46 October 2007 Step 3. Granting the New User Access to the Unified CCX Database NO TE: The follo wing procedure is writt en assuming that the Unifi ed CCX database is in Microsof t SQL Server 2000. T o grant the ne w user access to the Unified CCX database: 1. On the Unified CCX ser ver , start Microsof t SQL Server Enterprise M[...]

  • Page 47

    Configuring NT Authenticati on for Unified CC October 2007 47 Step 4. V erifying the Database Connection T o verify the database connection fr om WFM to the Unified CCX database: 1. Enter the f ol lowing URL in y our web br owser , where wfm is either the name or the IP address of the server on which WFM is installed. http:// wfm :8087/c3/ NO TE: T[...]

  • Page 48

    Installation Guide 48 October 2007 3. Enter the passw ord that you specif ied in WFM Configuration Setup on page 36 , then click GO. The W orkforc e Management window appears ( Figure 17 ). Figure 1 7 . Workforce Management 4. Choose Age nts > Agents . If the right pane displays a list of agents, the synchronization w as successful. 5. Na vigate[...]

  • Page 49

    Configuring Regional Se ttings October 2007 49 Configuring R egional Settings The W orkfor ce Management OOC Service must use US English regional settings. V erify that the server hosting WFM has the follo wing registr y settings. HKEY_USERS.DEF AUL TControl P anelInternational Ta b l e 1 1 . Regional settings Key Va l u e Ty p e Data Internati[...]

  • Page 50

    Installation Guide 50 October 2007 International sGrouping string 3;0 sLanguage string ENU sList string , sLongDate string dddd, MMMM dd, yyyy sMonDecimalSep string . sMonGrouping string 3;0 sMonThousandSep string , sNativeDigits string 0123456789 sNegativeSign string - sPositiveSign string sShortDate string mm-dd-yyyy sThousand string , sTime stri[...]

  • Page 51

    October 2007 51 Capturing Hist orical Call Data Overview The WFM f orecasting feature uses y our co ntact center’s historical call data t o estimate future call v ol ume and sche duling requirements. The W orkfor ce Management OOC Ser vice retrie ves data au t omatically every 30 minutes, starting from the time y ou installed WFM. If you w ant to[...]

  • Page 52

    Installation Guide 52 October 2007 Capturing CSQ Historical Call Data T o capture CSQ hist orical call data: 1. F rom the WFM server , choose Start > Programs > Cisco > WFO > WFM > OOC . The Odysof t ODBC Collector windo w appears ( Figure 18 ). Figure 18. Odysof t ODBC Collector 2. Choose Collector > Capture . The Capture Agent w[...]

  • Page 53

    Overview October 2007 53 3. In the F rom fields in the Int er val pane on the right, ent e r the beginning dat e and time f or the historical call reference period. 4. In the T o fields, enter the ending date and time f or the historical call reference period. 5. Highlight the last two stat istics queries in the Statistics pane as shown in Figure 1[...]

  • Page 54

    Installation Guide 54 October 2007 2. In the F rom fields in the Int er val pane on the right, ent e r the beginning dat e and time f or the historical call reference period. 3. In the T o fie lds, enter the ending da te and time fo r the historical call ref erence period. 4. Highlight the first three statistics quer ies in the Statistics pane as s[...]

  • Page 55

    October 2007 55 Remo ving WFM Rem ovi n g W FM NO TE: When you remov e WFM, the SQL Server WFM database is not remo ved. To r e m o v e W F M : 1. F rom the Start menu, choose Settings > Cont r ol Panel . 2. Double-click Add or R emov e Programs. 3. Select Cisco Unified WFO Workf orce Management Ser vices, click Remo ve, and f ollow the prom pts[...]

  • Page 56

    Installation Guide 56 October 2007[...]

  • Page 57

    October 2007 57 Index A Active Dire ctory setting up 37 authentication Microsoft SQL Server 2005 35 C Capture Service described 9 Compile Service described 9 CTI servers configuring for WFM 39 D documentation, related 12 I installi ng WFM 30 O OOC Service described 9 run as authenticating user 45 starting 45 P password Active Dire ctory 37 R removi[...]

  • Page 58

    Installation Guide 58 October 2007 administrator’s passwor d 36 installi ng 30 removing this ver sion 55 uninstalling 55 WFM Configuration Setup tool 33[...]