Add a Verint WFM integration


Note: This article applies to the Verint WFM historical integration and the Verint WFM RTA integration.

The Verint WFM historical integration uses a connector to communicate between PureCloud and Verint. To use the integration, add one or more connectors to your PureCloud organization. Multiple connectors allow you to use different configurations.

  1. Add a connector.
    1. PureCloudの 管理をクリック
    2. Under Integrations, click Bridge.
    3. Click the Connectors tab.

      A list of all connectors that you have installed appears.

    4. Click Add Connector.

      The Add a new Connector dialog box appears.

    5. In the Name box, enter a name for the connector group.

      名前にスペースを含めることはできませんが、ハイフンを含めることができます。この名前は、[コネクターの管理] ページに [グループ名] として表示されます。

      Use unique names. Unique names differentiate multiple connector groups of the same connector type from one another. For example, if you create two connector groups for the Verint WFM historical integration, name them VerintWFMHistoricalGroup1 and VerintWFMHistoricalGroup2

      You can use multiple connector groups of the same connector type but with different configurations for different parts of your organization, such as Support and Sales. Be sure to link the connector instances in both connector groups to the same Bridge Server.

    6. In the Choose a Connector box, type verint-wfm-historical-integration or select it from the list. 
    7. 保存をクリックします。

    [コネクターの詳細] ページが表示されます。

  2. Add configuration properties.
    1. On the Connector Details page, click the Configuration tab.
    2. Enter the following information:
      • Log Name: Unique name (for example, verint-wfm-historical-integration) given to the log file created for this connector.
        Note: When running multiple connector instances on the same Bridge Server, make sure that the value for Log Name is unique for each connector group. The value for Log Name distinguishes the log files of the connector groups from one another.
      • Monitored Queues: Queues monitored for agent data for all four reports.
        Note: You can update which queues to monitor at any time, even when a connector instance is running. If you make updates while reports are being processed, the updates do not take effect until the following interval.
      • Interval: Time (in minutes) when reports are set to run (at 30-minute or 60-minute intervals).

        The Interval applies to the Call Statistics Report, the Email Statistics Report, and the Chat Statistics Report. PureCloud generates the Agent Productivity Report every day, even if no interactions were handled during that day or no agents were active in a monitored workgroup.

      • Time Zone (optional): Time zone used to determine midnight for the agent report.

        If no time zone is set or the text entered does not match a possible time zone, then the time zone setting defaults to UTC. For more information, see Understand time zone names.

      • File Name Prefix (optional): Prefix added to the file name of all generated reports, followed by an underscore.

        Report names appear as {prefix}_{report type}_{year month day}{interval start}. For example, Support_VOICE_201604041230 describes a Call Statistics Report with data from an interval that started at 12:30 PM on April 4, 2016. The report file name includes the prefix Support to indicate the queue name. 

      • Agent Productivity Report (optional): Boolean value that determines whether PureCloud generates a report with agent data.

        If you have enabled the media type reports, then this data is included in the Agent Productivity Report. For example, if you selected Email Statistics Report, then email data is included in the Agent Productivity Report.

      • Call Statistics Report (optional): Boolean value that determines whether PureCloud generates a report with call data.
      • Email Statistics Report (optional): Boolean value that determines whether PureCloud generates a report with email data.
      • Chat Statistics Report (optional): Boolean value that determines whether PureCloud generates a report with chat data.
      • Output Path: Full UNC or local path to the location of the report.
        Note: The service account that the ININ Bridge Server service is running as must have write access to the full UNC or local file share.
      • Log Level (optional): Log level for the connector (for example, TRACE, DEBUG, INFO).
    3. クリックします。 保存・公開.
  3. Add a connector instance.
    1. コネクターの詳細] タブをクリックします。
    2. Click Add Instance.
    3. [サーバーを設定] をクリックします。
    4. [Bridge サーバー]を選択して[保存]をクリックします。
    5. Under Enabled, click OFF.

      Enabled changes to ON, and the Enable Connector Instance dialog box appears. 

    6. Click Yes in the Enable Connector Instance dialog box.
    7. To turn on the connector, click the Start button under Control. 
    8. 複数のインスタンスを作成するには、この手順を繰り返します。
    メモ: 同じコネクタタイプの複数のコネクタグループを追加した場合、必ず、両方のコネクタグループのコネクタのすべてのインスタンスを同じ Bridge サーバーにリンクします。
Note: Upgrades to PureCloud and its connectors occur regularly. You must manually upgrade an existing version of the Verint WFM historical integration.

For more information about the integration, see About the Verint WFM historical integration.

The Verint WFM RTA integration uses a connector to communicate between PureCloud and Verint. To use the integration, add one or more connectors to your PureCloud organization. Multiple connectors allow you to use different configurations.

  1. Add a connector.
    1. PureCloudの 管理をクリック
    2. Under Integrations, click Bridge.
    3. Click the Connectors tab.

      A list of all connectors that you have installed appears.

    4. Click Add Connector.

      The Add a new Connector dialog box appears.

    5. In the Name box, enter a name for the connector group.

      The name must not contain any spaces but can include hyphens. This name appears as the Group Name on the Manage Connectors page.

      Use unique names. Unique names differentiate multiple connector groups of the same connector type from one another. For example, if you create two connector groups for the Verint WFM RTA integration, name them VerintWFMRTAGroup1 and VerintWFMRTAGroup2

      You can use multiple connector groups of the same connector type but with different configurations for different parts of your organization, such as Support and Sales. Be sure to link the connector instances in both connector groups to the same Bridge Server.

    6. In the Choose a Connector box, type verint-wfm-rta-integration or select it from the list. 
    7. 保存をクリックします。

    [コネクターの詳細] ページが表示されます。

  2. Add configuration properties.
    1. On the Connector Details page, click the Configuration tab.
    2. Enter the following information:
      • Available State Code: State code (agentMode) sent when agent goes into an Available presence. (The agent is not On Queue.)
      • Busy State Code: State code (agentMode) sent when agent goes into a Busy presence
      • Away State Code: State code (agentMode) sent when agent goes into an Away presence
      • Break State Code*: State code (agentMode) sent when agent goes into a Break presence
      • Meal State Code*: State code (agentMode) sent when agent goes into a Meal presence
      • Meeting State Code*: State code (agentMode) sent when agent goes into a Meeting presence
      • Training State Code*: State code (agentMode) sent agent goes into a Training presence
      • Login State Code: State code (agentMode) sent when agent logs in
      • Logout State Code: State code (agentMode) sent when agent logs out
      • On Queue State Code: State code (agentMode) sent when agent goes On Queue
      • Not Responding State Code: State code (agentMode) sent when agent is On Queue but did not answer an alerting interaction
      • Communicating State Code: State code (agentMode) sent when agent is On Queue but is on a non-ACD interaction
      • Log Name: Unique name (for example, verint-wfm-rta-integration) given to the log file created for this connector
        メモ: ブリッジの同じサーバーで複数のコネクタのグループを実行する場合は、ログ名の値がコネクタのグループごとに一意であることを確認します。 ログ名の値は、1 つの別からコネクタのグループのログ ファイルを区別します。
      • Monitored Queues: Queues monitored for presence changes
      • Vendor Default Port (optional): Port (default 12000) used to connect to Verint
        メモ: 複数 Verint WFM RTA 統合コネクタのグループは、同じブリッジ サーバーにいる、コネクタのグループごとに別のポートを使用します。 

      * Secondary presences added to these main presences (Break, Meal, Meeting, Training) all return the state code of the main presence. For example, secondary presences such as Breakfast, Lunch, and Dinner under Meal all return the Meal State Code.

    3. クリックします。 保存・公開.
  3. Add a connector instance.
    1. コネクターの詳細] タブをクリックします。
    2. Click Add Instance.
    3. [サーバーを設定] をクリックします。
    4. [Bridge サーバー]を選択して[保存]をクリックします。
    5. Under Enabled, click OFF.

      Enabled changes to ON, and the Enable Connector Instance dialog box appears. 

    6. Click Yes in the Enable Connector Instance dialog box.
    7. To turn on the connector, click the Start button under Control
    8. 複数のインスタンスを作成するには、この手順を繰り返します。
    メモ: 同じコネクタタイプの複数のコネクタグループを追加した場合、必ず、両方のコネクタグループのコネクタのすべてのインスタンスを同じ Bridge サーバーにリンクします。
Note: Upgrades to PureCloud and its connectors occur regularly. You must manually upgrade an existing version of the Verint WFM RTA integration.

For more information about the integration, see About the Verint WFM RTA integration.