Configure the Data Server for QM and Analytics

Select the URL for the contact center data server whose regional features you want to configure.

Enter the display name of the data server you selected.

Select the Enable Sync check box to enable ACD synchronization on the regional data server, and then use the Available and Assigned panes to assign servers to ACD synchronization.

Select the Enable Capture check box to enable ACD capture on the regional data server, and then use the Available and Assigned panes to assign servers to ACD capture.

Select the Enable Real-Time Events check box to enable real-time events on the regional data server, and then use the Available and Assigned panes to assign servers to real-time event capture.

Select the Enable Staged Upload check box to enable staged uploads on the regional data server, and then configure the tenant’s staged upload settings. For more information about Stage Upload, see Configure staged upload.

NOTE   Enabling this component alone does not cause agent PCs to use Stage Upload. Agents must also be associated with the Staged Upload Data Server through Teams or the IP Address Filter and one or more correctly configured rules in the QM Workflow Daily Event.

This section is visible only when staged upload is enabled. Enter ranges of IP addresses in CIDR notation that include the IP addresses of the agent PCs with Smart Desktop that you want to use Staged Upload. Any agent whose PC has an IP address that is included in the IP Address Filter is associated with the Stage Upload Data Server.

NOTE   Agents who are associated with the Staged Upload Data Server by IP address will use Staged Upload only if they are also associated with a correctly-configured QM Workflow Daily Event. For more information about Two-Stage Upload, see “Configuring the Staged Upload Component” in the Design Guide for On-Premises or Cloud Deployments.

Enter an IP address range and click Save. You can add multiple ranges, which are listed in the pane above the entry field. Once added to the pane, you can also edit or delete a range. Click the pencil icon to edit the range, and click the X icon to delete the range.

Select the Enable Reconciliation check box to enable the reconciliation of the data server. Move the servers that are to be reconciled from the Available pane to the Assigned pane.

Select the Enable Sync check box to enable Calabrio ONE to match and syncCalabrio ONE users with Active Directory users. See Connect to an Active Directory server for QM and Analytics.

Select the Enable Device Sync to enable syncing selected ACDs via the selected data server. Move the servers that are to be synced from the Available pane to the Assigned pane.

Select the Enable SIPREC Signaling check box to enable SIPREC signaling services. Enter the host name or IP address of the data server where the SIPREC Signaling service is installed.

NOTE   This location must be accessible by the installed instances of Smart Desktop.

Select the Enable CTI Signaling check box to enable CTI signaling services. Enter the host name or IP address of the data server where the CTI Signaling service is installed.

NOTE   This location must be accessible by the installed instances of Smart Desktop.

Select the Enable Audio Recording check box to enable network recording instead of or in addition to endpoint recording (via Smart Desktop). Then enter the following information:

• Host name or IP address of the data server on which the capture server is installed. This address must be accessible by the installed instances of Smart Desktop.
• Enter the folder file path where recording files are to be temporarily stored before upload. This folder must be accessible by a user with Local System credentials.

Select the Enable Media Import check box to enable the import of recording files from an external location. Move the ACDs that are the sources of the recordings from the Available to the Assigned pane.

Enter the path to the directory from which the Data Server imports files. If you are using the default location (..\reports) under the Data Server installation directory, the field can remain blank.

Select the Enable Local Web Service check box to enable API integration on this data server. If enabled, you have the option to enable the following:

• Cisco IP Phone Services Controls—Select this check box to allow Calabrio-enabled recording controls from supported Cisco devices.

• Simplified Recording Controls API—Select this check box to use the native data server authentication for Calabrio recording controls.

Enter the data required to configure your secure FTP server.

Select the Enable HRMS Export to enable this data server to export data. If you have multiple data servers, only one should be enabled to export data.