Page Comparison

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• You can configure Capture Verification Collectors to collect Call Detail Records (CDRs) from the switch platforms and verify your call recording, audio quality, audio transcription, archiving, screen recording, and sensitive data masking compliance with Automated Verification.
• You can create Automated Verification reports to summarize your recording compliance results.

Supported switch platforms

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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.

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The Integrator supports the following deployments:

* Multi-tenant cloud VFC deployments are supported if each tenant has its own Integrator configured.

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The Integrator must be installed on a VFC server. Only one Integrator can be installed on a single server.

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There can only be one Integrator running per VFC environment. There can be multiple idle Integrators configured for the same environment, which take over if the active Integrator fails. An Integrator and a VFC environment are associated by configuring the Environment ID in the appsettings.Production configuration file of the Integrator. If multiple VFC environments use the same VFC database, the active Integrator of each environment can connect to that database at the same time. See Resilience for more information.

An Integrator synchronizes VFC data to a single WFE tenant. The connection to the WFE installation is specified by configuring the URL of the WFE Application Server on which the WFO_ProductionDomain_ProductionServer runs. Multiple Integrators can synchronize data to a single WFE tenant, but there are parameters in the appsettings.Production file that must be unique to each connected Integrator. Refer to the Configuration Guide for more details. The tenant to which an Integrator connects is specified by creating an API token for the tenant in WFE and adding that token to the Integrator configuration.

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While organizations do not exist in VFC, WFE relies on organizations for enforcing user access scoping, and logically associating users and data sources. As the first step of the deployment process, the Integrator requires the creation of a parent organization in WFE. This organization can be on any level of an existing WFE organizational hierarchy. The name of the parent organization must be added to the Integrator configuration. The user groups and data sources managed by the integration are associated with the organization upon creation.

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.

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.

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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.

The integration supports the migration of all VFC users, including users created by an Active Directory synchronization.

Switches and data sources

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The granular configuration options in the Integrator allow for the accurate mapping of extensions to data sources in WFE.

A data source object in the appsettings.Production file can only be one platform type and must be in a single time zone. However, it can represent multiple switches of the same platform type, in the same time zone, being recorded by one or more VFC recorders. If the extensions are configured for the data source object, the specified extension numbers are associated to the WFE data source upon creation.

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If multiple identical data sources exist in the appsettings.Production file and some of them have extensions specified, the described extensions are associated with the corresponding data source created in WFE. The other, unspecified extensions are associated with the first data source that has no extensions added.

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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.

The Integrator configures both the local and UTC time zone of a switch platform to the corresponding WFE data source. The Integrator configuration requires the time zone configured in the IANA time zone format <area>/<location>, but in the WFE user interface the time zone shows in both IANA and UTC/GMT-offset formats, depending on the application. For example, a switch at a site in Los Angeles is seen as America/Los_Angeles in Reports, but shows as GMT-08:00 Pacific Time (US & Canada) on the data source settings page under Recording Management.

For each configured data source in the appsettings.Production file, the Integrator searches WFE for an existing data source that meets the following criteria:

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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.

Recorders and call metadata

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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.

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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 (CDR) from the VFC call model.

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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.

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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.

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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.

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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.

1. Install server certificates
2. Open your browser in Administrator mode and go to your VFC Web Interface.
3. Follow the Server Certificates Create a parent organization in Workforce Engagement
4. Create a parent group in Workforce Engagement
5. Create API key in Workforce Engagement for each WFE Tenant
6. Create a VFC API user account
7. Enable External Recorder data sources in Workforce Engagement
8. Create an External Server in Workforce Engagement
9. (optional) Enable AQS in Workforce Engagement
10. Install the Integrator
11. Configure the Integrator

Install server certificates

1. Open your browser in Administrator mode and go to your VFC Web Interface.
2. Follow the Server Certificates topic to download the server certificate for the VFC Media Repository server from the VFC Certificate Authority.
3. Install the downloaded certificate on VFC server that runs the Integrator service.

Create a parent organization in Workforce Engagement

1. In an on-premise or single-tenant WFE environment, sign in as Administrator. In a multi-tenant environment, sign in as Tenant Administrator.
2. Follow the Create an organization topic in the WFE User Management Guide to set up an empty organization for the synchronized VFC data.
3. 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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Create a parent group in Workforce Engagement

1. In an on-premise or single-tenant WFE environment, sign in as Administrator. In a multi-tenant environment, sign in as Tenant Administrator.

2. Follow the Create a group topic in the WFE User Management Guide to set up an empty group for the synchronized VFC data.

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   No users must be assigned to the created parent group, or the synchronization process fails.

3. 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.

Create API key in Workforce Engagement for each WFE Tenant

1. In an on-premise or single-tenant WFE environment, sign in as Administrator. In a multi-tenant environment, sign in as Tenant Administrator.
2. Follow the Generate an API Key topic in the WFE Enterprise Configuration and Administration Guide to create an API key for each Integrator.
3. Set Key type to External.
4. When each API key is generated, note their Key ID and Key Value. You must enter the exact values in the appsettings.Production configuration file of each Integrator that synchronize data to this tenant during the configuration process.

Create a VFC API user account

1. Sign in to VFC as an Administrator user.
2. Follow the User Configuration topic to create a new user that is only used for submitting API requests to VFC.
   1. Set API Access Only to enabled.
3. Note the user name and password of the created user. You must enter the exact values in the appsettings.Production configuration file of each Integrator during the configuration process.

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Enable External Recorder data sources in Workforce Engagement

To enable External Recorder data sources that represent the VFC switch platforms, turn on the Data Marking API for External Recorder license item in WFE.

1. In a browser, go to http://<wfo_app_server_address>/wfo/control/license_edit.
2. On the License Data page, under Features, enable 2021R1 - Data Marking API for External Recorder.
3. Click Save.

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To allow for accurate call marking, an External Server must be created in WFE to represent a VFC installation.

1. Follow the Add an external server to the Installations tree topic in the WFE Enterprise Configuration and Administration Guide to create an external server.
   1. The Serial Number must be unique to both a VFC and a WFE installation. It must be a 6-digit number in the format XXXYYY, where the XXX is a 3-digit unique identifier for the VFC installation, and YYY is a 3-digit unique counter, incrementing for each Integrator.
2. Repeat for all VFC installations. Ensure that the Serial Numbers are unique.
3. Note the Serial Number of the created server or servers. You must enter the exact value in the appsettings.Production configuration file of each Integrator for a VFC installation during the configuration process.

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If you have Voice Quality scoring enabled in VFC and would like the voice quality data synchronized, the WFE Audio Quality Statistics license item must be enabled.

1. In a browser, go to http://<wfo_app_server_address>/wfo/control/license_edit.
2. On the License Data page, under Features, enable 2021R1 - Audio Quality Statistics.
3. Click Save.

Install the Integrator

Follow the Installation Guide to install the VFC to WFE Metadata Integrator.

Configure the Integrator

Follow the Configuration Guide to configure the VFC to WFE Metadata Integrator.

Troubleshooting

Follow the Troubleshooting Guide to troubleshoot issues with the VFC to WFE Metadata Integrator.

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