Page Comparison

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The purpose of the VFC to WFE Metadata Integrator tool is to import call metadata, supported by switch platform and user data, from the VFC platform to the Verint v15V15.2 Workforce Engagement (WFE) suite. Once imported, the data is available for use by certain applications within the WFE suite. The Integrator continuously verifies the data in both VFC and WFE and carries out a one-way synchronization periodically.

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• Avaya DMCC/MR
• Cisco Network Based
• IPC Unigy
• IP Trade
• Zoom Meeting
• Zoom Phone

Minimum software version

• VFC Capture 9.7.7 or higher
• Workforce Engagement v15V15.2

Concepts and functionality

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To synchronize the required recording datametadata, the switch platforms for which the Integrator is configured must be specified in the appsettings.Production file of the Integrator.

The Integrator supports the synchronization of metadata from:

• recorded switch platforms, and
• import sources, where VFC does not record the calls, but it ingests the recordings from the switch platform through the configured import source.

The supported list of supported switch platforms is listed in the configuration file. , specifying the platform IDs or import source types, and the platform type that describes the WFE data source type of the platform. The integration process does not run until one or more of the supported platforms is added to the list of configured platforms in the file.

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• the VFC Recording Server addresses,
• the platform name, describing the platform ID or import source type of the switch,
• the time zone of the switch,
• optionally, the extensions configured for that switch platform.

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A data source object in the appsettings.Production file can only be of one platform type name, and it must be in a single time zone. However, it can represent multiple switches of the same platform typename, 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.

The extension parameter can be omitted or left empty for a data source object, which results in all extensions recorded by the specified recorders on the specified platform type name to be associated with that data source. The extensions can be configured as an array of individual alphanumeric values or number ranges, but do not support wildcard operators.

If multiple identical data source objects exist in the appsettings.Production file without extension values specified, extensions for that platform type name are associated with each WFE data source.

If multiple data source objects exist in the appsettings.Production file without extensions specified but different platform types names are set for them, extensions configured to record all platform types platforms are associated to each data source.

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If a platform type name 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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• 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.The Switch/sub-type is 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.

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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The Seating Arrangement property of the created data source is set to:

• Hybrid for phone types,
• Free for trader and application types.

The Contact Policy Type of all created data sources is set to Back office - Contact per call.

The Recorded Platform property of the created data source is set to the value of the data source platform specified in the Integrator configuration file.

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.Image RemovedThe Integrator creates an external recorder server in WFE for each VFC installation. The Server Name of the external server must be specified in the appsettings.Production. It is recommended the Server Name matches the host name of the Media Repository 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.

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1. Install server certificates
2. Create a parent organization in Workforce Engagement
3. Create a parent group in Workforce Engagement
4. Create API key in Workforce Engagement for each WFE Tenant
5. Create a VFC API user account
6. Configure file upload from Recorder Servers
7. Enable External Recorder data sources in Workforce EngagementCreate an External Server in Workforce Engagement
8. (optional) Enable AQS in Workforce Engagement
9. Install the Integrator
10. Configure the Integrator

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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.

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.

Create an External Server in Workforce Engagement

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Configure file upload from Recorder Servers

The Integrator does not process recordings that are stored on the Recorder Servers, so the upload of media and metadata files to a central storage location must be configured.

1. Sign in to VFC as an Administrator user.
2. Follow Configuring media file upload to configure policy-based or non-policy based file upload.

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.

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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.

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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.

(optional) Enable AQS in Workforce Engagement

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• 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, recorded platform, contact policy type, 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.

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