Connection settings for Cisco Unified Contact Center Enterprise

 

The following fields appear if the ACD you select is Cisco Unified Contact Center Enterprise.

NOTE   If agents in your Unified CCE ACD are not configured to use a selected skill group as their default skill group, then they automatically belong to the ACD’s default skill group. Historical data is not captured for the ACD default skill group but is for specific default skill groups. As a result, the agents’ time is not correctly attributed to the service queue they support in Calabrio ONE. It is recommended that you set a selected ACD skill group that the agent primarily supports as their default skill group in order to report their productivity correctly. Note that if they handle calls for other service queues, their time might not be correctly attributed to the appropriate service queue.

Section Description

Historical Reporting Interval

The historical data reporting interval that is configured in your Unified CCE system.

If your ACD is configured to a 15-minute interval, you must select the 15-minute option to ensure that Calabrio ONE is compatible with your ACD and that all data is imported into Calabrio ONE. If the reporting intervals do not match, then the historical ACD data will not be captured correctly.

ACD Filtering

Use an ACD filter to limit the users who are synced from the ACD. For example, you might configure a Team Name filter that allows you to sync users who belong to a team that matches a certain naming pattern. You can configure multiple ACD filters.

IMPORTANT    If you only select the Service Name in the Prefix Type drop-down list, no teams or agents sync over. Any teams or agents already synced over are deactivated.
If you change a filter that uses the Service Name in the Prefix Type drop-down list, all previously synced service queues stay active, even if they are not captured by the changed filter.

NOTE    If you only select the Team Name in the Prefix Type drop-down list, related service queues still sync over.
If you change a filter that uses the Team Name in the Prefix Type drop-down list, any agents or teams no longer captured by the filter are deactivated.

IP Configuration

This is used to get historical data.

HDS Primary IP Address or Hostname—The IP address or host name of the primary historical database server (HDS).

HDS Secondary IP Address or Hostname— (Optional) The IP address or host name of the secondary historical database server.

AWDB Primary IP Address or Hostname—The IP address or host name of the primary Admin Workstation database server (AWDB).

AWDB Secondary IP Address or Hostname— (Optional) The IP address or host name of the secondary Admin Workstation database server.

Unified CC Instance—The instance name of the Microsoft SQL Server for the Unified CCE database.

Authentication

This is used to get historical data. Select the authentication method the database login uses:

NT—If you select NT Authentication, the following fields appear:

  • Username
  • Password
  • Domain
  • Peripheral ID—The ICM peripheral ID for the system.

SQL—If you select SQL Authentication, the following fields appear:

  • SQL User—The login name of the Calabrio ONE SQL user.
  • Password—The password of the Calabrio ONE SQL user.
  • Peripheral ID—The ICM peripheral ID for the system.

CTI Servers

This is used to get agent real-time data.

Primary CTI IP Address or Hostname—The IP address or host name of the primary CTI server associated with the system.

Primary CTI Port—The port of the primary CTI server associated with the system.

Secondary CTI IP Address or Hostname—The IP address or host name of the secondary CTI server associated with the system.

Secondary CTI Port—The port of the secondary CTI server associated with the system.

Departments

Enterprise Name—The name of the department or departments by the enterprise name. An enterprise name represents a tenant in a Cisco Hosted Collaboration Solution (HCS).

CDR Reconciliation Configuration

(Read only) CDR (call-detail record) Base—The folder on the Data Server where the Data Server imports CDR files from the UCCE ACD and uploads them to Calabrio ONE.

Calabrio ONE creates a directory with an ACD-specific subdirectory that contains the cdrBase and uploadDir directories when the Regional Data Server Reconciliation Settings feature is enabled on a Data Server and the UCCE ACD is assigned to that feature. The base directory path that you enter along with the ACD unique identifier display below the field. The following subdirectories are created:

  • ACD-specific directory—This directory is named with a unique ACD server ID number. Because users can configure multiple ACD servers to use the same directory, a folder with a unique identifier is needed to make sure CDR files are uploaded to the correct ACD. The ACD-specific directory contains the following directories:
    • cdrdir—The Data Server places incoming CDRs from the Unified CM billing server in this folder.
      When configuring the Unified CM Billing Application Server, you must use the following name for the Directory Path parameter: /cdr/
    • CdrFailures
    • uploaddir—The Data Server places reconciled CDR and Unified CCE data in this folder until the data is uploaded.
    • UploadFailures

NOTE   This field is used for Quality Management purposes only.

Synchronization Interval

Interval (Minutes)—The length of the interval at which the ACD is synchronized with the Data Server. This is how often the Data Server attemps to synch the user, team, and service queue to Calabrio ONE.

Capture Settings

ACD Capture Delay—Select the amount of time WFM waits before pulling ACD statistics after an interval ends. The default delay is 15 minutes.

Enable Data Recapture—Select this check box to recapture the entire previous day. If the agent routinely handles calls that last more than the maximum default delay, you can opt to recapture the entire previous day’s data from midnight to midnight. The recaptured data overwrites what was captured during the day. This ensures that your statistics are correct and that the data for very long calls is in the correct interval.

Recapture Time—Select the time to recapture the previous day’s data from the ACD. The default is 03:00.