...
- Avaya DMCC/MR
- Cisco Network Based
- IPC Unigy
- Zoom Phone
Minimum software version
- VFC Capture 9.7.7 or higher
- Workforce Engagement v15.2
...
The supported list of switch platforms is listed in the configuration file. The integration process does not run until one or more of the supported platforms platform names is added to the list of configured platforms in the file.
...
- It has the same name as the data source platform name configured in the DataMapping section of the appsettings.Production file.
- The Type is Phone. matches the platform type associated with the platform name specified in the ConfiguredPlatforms parameter of the appsettings.Production file.
- The Switch/sub-type is External Recorder.
- The Organization associated with the data source matches the organization ID of the parent organization created as part of the Integrator deployment process.
...
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 The Integrator creates 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 Server Name of the external server must be specified in the appsettings.Production file of each Integrator that connects to . It is recommended the Server Name matches the host name of 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 Integrator connects to.
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.
...
- In a browser, go to http://<wfo_app_server_address>/wfo/control/license_edit.
- On the License Data page, under Features, enable 2021R1 - Data Marking API for External Recorder.
- Click Save.
Create an External Server in Workforce Engagement
To allow for accurate call marking, an External Server must be created in WFE to represent a VFC installation.
| Note |
|---|
| In a multi-tenant WFE environment, the service provider must carry out these steps. The tenant administrator cannot view or manage External Servers. |
- Follow the Add an external server to the Installations tree topic in the WFE Enterprise Configuration and Administration Guide to create an external server.
- 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.
- Repeat for all VFC installations. Ensure that the Serial Numbers are unique.
- 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.
(optional) Enable AQS in Workforce Engagement
...
- Verify that the parent organization with the name specified during configuration exists in WFE.
- Verify that the parent group with the name specified during configuration exists in WFE.
- Verify that the VFC Synced group exists as a child of the parent group in WFE.
- Verify that the VFC user groups exist in WFE.
- Verify that VFC users are available in WFE, are associated with the same groups as in VFC, and have the right extensions associated to them.
- Verify that the data sources configured in the Integrator appsettings.Production file exist in WFE, and have the right name, time zone, and extensions associated with them.
- Verify that recordings are visible in the Automated Verification component of WFE.
- Verify that recordings are associated with the right users, extensions, and data sources.
- Verify that recordings are associated to the Serial Number of the external server that is specified in the Integrator.
- Verify that an external recorder server exists in WFE with the virtual Serial Number Server Name specified in the Integrator appsettings.Production file.
Resilience
The VFC Integrator achieves a resiliency model using an active-passive design. Multiple Integrators can be running and be configured to read from the same VFC database per VFC environment, but only one Integrator is reading at once.
...