Manage WFM integrations

The Integrations page provides an overview of WFM integrations with external systems, such as Contact Center as a Service platforms (CCaaS), on-premises contact center platforms, human resources management systems, and other import or export systems.

On the Integration page, there is an integration health banner that displays a color-coded status:

Green – The last deployment was successful and the integration is up and running. The deployment status, heartbeat, and activity log are green.
Red - An exception was detected, even though the heartbeat is green and the deployment status is green.
Orange – No activity detected, even though the heartbeat is green and the deployment status is green.
Gray - Integration is disabled or was not deployed.

The following table provides an overview of the status check terms:

Term	Description
Heartbeat	Indicates if a cloud integration is up and running in Calabrio cloud.
Exception	An error occurred in the integration in recent runs.
Inactive	No action was performed by the integration in recent runs.

The following table provides an overview of the status check icons:

Icon	Description
	The integration was not deployed.
	Deployment in progress.
	Deployment was successful.
	Integration is up and running.
	The integration is not running.
	The deployment failed or an error occurred during the integration execution.
	No activity detected.
	The integration is disabled.
	Settings were modified but are not yet deployed.

On this page you can configure new WFM integrations, modify existing WFM integrations, and deploy them.

Only a selected number of integrations are shown on this page. If your integrated platform is not listed, it cannot be configured by partners or customers. It requires a project managed by Calabrio Professional Services.

Prerequisites

You have the Super administrator role within WFM.

NOTE You must configure the historical data integration before you can configure the real-time integration. This is because the agent sync process from the contact center platform relies on historical data collection. All other types of integrations, such as the user import, can be configured in any order.

Page location

WFM > WFM settings > Integrations

Procedure

Configure a new integration yor update an existing integration

Select a platform to an add integration to.
Click to configure a new integration, or click to update an existing integration.
Enter the required information in the available fields.
Choose one of the following options:
- Click Save to save your changes for a new integration.
- Click Update to save your changes for an existing integration.
Once saved, the Deploy button is enabled. Click Deploy to apply the saved changes and start the integration.

NOTE The deployment process might take up to 5 minutes. Once complete, a green check mark and a message are shown. Hover the mouse pointer over the check mark to show the date and time for the most recent deployment. If a red X is shown instead of a green check mark, contact Calabrio Support Services.