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The Integrator connects to the VFC Media Repository through API calls to gather system information and sets up an SQL connection to the VFC database to read in the data to synchronize. The Integrator communicates with WFE services and sends data to the WFE database using API calls.
The Integrator supports the following deployments:
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* Multi-tenant cloud VFC deployments are supported if each tenant has its own Integrator configured.
The Integrator must be installed on a VFC server. Only one Integrator can be installed on a single server.
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You must also manually create a parent WFE group that holds all groups of VFC synchronized employees, and the name must be added to the Integrator configuration.
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The parent group must not have employees assigned to it at any point in time and it must not be the Root group that is created during the WFE installation process. |
Under the parent group, a default group holds all individual VFC synchronized employees, regardless of what VFC groups those employees belong to. On the same hierarchical level, under the parent group, the WFE groups matching the VFC groups get automatically created by the integrator. They retain their VFC names, with the configured name prefix.
Changes to users or groups that happen in VFC are applied to their WFE equivalent the next time the synchronization process runs. Changes to users or groups that happen in WFE do not apply to their VFC equivalents. If conflicting information exists in VFC and WFE, the changes in WFE are overridden the next time the synchronization process runs. However, if a non-VFC user is manually added to any of the WFE groups representing a synchronized VFC group, the user is not removed the next time the synchronization process runs.
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| At a minimum, you must have one data source object without extensions per platform type. If you have data source objects with extensions specified, it is still recommended to have a data source without extensions specified to ensure that no missed extensions get excluded from the synchronization. |
If a platform type has been added to the Configured Platforms parameter, but no data source objects exist in the Data Mapping section, no corresponding WFE data source is created, and no related recording data is synchronized to WFE.
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If the Integrator finds an existing data source with matching details, it notes the switch_ID of the WFE data source. If the Integrator does not find an existing data source with matching details, it creates one. The data source name and the VFC platform are automatically added to the description of the data source.
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Do not delete the automatically generated data source descriptions. If you need to specify a data source description, add it after the automatically generated text. |
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| All data sources created as part of the integration are created with the switch/sub-type External Recorder. |
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Each VFC installation is represented as a single recorder in WFE, and all synchronized call records get associated with this recorder, regardless of the number of distinct VFC recorders that captured the calls. Recorder servers in WFE are identified by a serial number that is automatically generated when the recorder is created. You must manually create an external recorder server in WFE for each VFC installation, and assign it a Serial Number that is unique to a VFC Media Repository. This serial number must be added to the appsettings.Production file of each Integrator that connects to the Media Repository described by the external recorder server. Refer to Create an External Server in Workforce Engagement for more information on adding an external server.
The way calls are recorded and stored is different in VFC and WFE. Refer to Data models for more details on the VFC call data models, and see Contacts and Interactions for information about the WFE call data models.
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In WFE, every record in the search results under Interactions represents a single session from the WFE call model. In VFC, every record in the search results under Conversations represents a single conversation entry from the VFC call model.
If more than one record was created during a conversation, related records can be shown together by selecting the ellipsis (…) button on the record and selecting Show Related.
During the synchronization process, each VFC conversation is mapped to a WFE session, allowing for the WFE call search experience being the same as in VFC.
To maintain the Show Related functionality, sessions are related to contacts and associated records can be viewed when selecting a call record from the search results.
The call records originating from WFE remain unchanged and a single record in the Interaction search results still represents a single session.
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| If the time interval between the start time of the first segment of a call and the start time of the last segment is longer than 12 hours, the created sessions in WFE are not associated with the same contact. |
Deployment process
The VFC to WFE Metadata Integrator deployment process requires configuration in the VFC and WFE environments before the installation of the Integrator. The configuration of the synchronization details is carried out in the appsettings.Production.json file of the Integrator tool after installation.
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- In an on-premise or single-tenant WFE environment, sign in as Administrator. In a multi-tenant environment, sign in as Tenant Administrator.
- Follow the Create an organization topic in the WFE User Management Guide to set up an empty organization for the synchronized VFC data.
- Note the name of the organization created. You must enter the exact name in the appsettings.Production configuration file of each Integrator during the configuration process.
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Do not change the organization name once it has been configured for an Integrator. |
Create a parent group in Workforce Engagement
- In an on-premise or single-tenant WFE environment, sign in as Administrator. In a multi-tenant environment, sign in as Tenant Administrator.
Follow the Create a group topic in the WFE User Management Guide to set up an empty group for the synchronized VFC data.
Infowarning No users must be assigned to the created parent group, or the synchronization process fails.
- Note the name of the group created. You must enter the exact name in the appsettings.Production configuration file of each Integrator during the configuration process.
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Do not change the group name once it has been configured for an Integrator. |
Create API key in Workforce Engagement for each WFE Tenant
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