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:
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Green – The last deployment was successful and the integration is up and running. The deployment status, heartbeat, and activity log are green.
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Red - An exception was detected, even though the heartbeat is green and the deployment status is green.
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Orange – No activity detected, even though the heartbeat is green and the deployment status is green.
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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:
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.
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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.
Related topics
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Connect Calabrio ONE WFM to Cisco Webex Contact Center 2.0