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Cisco Network Registrar none Installation Manual

Cisco Network Registrar none Installation Manual

Cisco systems unified workforce optimization installation guide
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Cisco Unified Workforce Optimization
Workforce Management Installation Guide 8.2
October 31, 2007
Americas Headquarters
Cisco Systems, Inc.
170 West Tasman Drive
San Jose, CA 95134-1706
USA
http://www.cisco.com
Tel: 408 526-4000
800 553-NETS (6387)
Fax: 408 527-0883

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  • Page 1 Cisco Unified Workforce Optimization Workforce Management Installation Guide 8.2 October 31, 2007 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 527-0883...
  • Page 2 OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. CCVP, the Cisco Logo, and the Cisco Square Bridge logo are trademarks of Cisco Systems, Inc.; Changing the Way We Work, Live, Play, and Learn is a service mark of Cisco Systems, Inc.;...

  • Page 3: Table Of Contents

    Contents Overview 7 Introduction 7 ■ Features of Workforce Management 8 ■ Workforce Management Services 9 ■ Workforce Management Capture Service 9 Workforce Management Compile Service 9 Workforce Management OOC Service 9 Workforce Management Request Service 9 Workforce Management RTE Service 9 Workforce Management Sync Service 10 Tomcat Service 10 What’s New in This Version 11...
  • Page 4 Contents Installing and Configuring WFM 27 Overview 27 ■ Verifying Prerequisites 28 ■ Upgrading from WFM 8.0 to WFM 8.2 29 ■ Installing WFM 30 ■ Configuring WFM 33 ■ Launching WFM Configuration Setup Manually 33 Step 1. Specifying the WFM Server Address 34 Step 2.
  • Page 5 Contents Index 57...
  • Page 6 Contents...

  • Page 7: Overview

    Overview Introduction The Workforce Management (WFM) InstallShield Wizard guides you through the WFM installation. The installation includes two sets of components: Process components, including the WFM services ■ Transaction components, including BIRT, Omnis, and Apache Tomcat ■ NOTE: Both sets of components must be installed on the same server.

  • Page 8: Features Of Workforce Management

    Features of Workforce Management WFM is an industry-leading software solution for multi-site staff forecasting and scheduling. Call center managers can use WFM to complete the following tasks. Develop a schedule forecast (by day or period) ■ Manage special events ■ Prepare schedules (summary and individual) ■...

  • Page 9: Workforce Management Services

    Workforce Management Services Workforce Management Capture Service The Workforce Management Capture Service watches for historical call data reports created by the Workforce Management OOC (Odysoft ODBC Collector) Service. When the Workforce Management Capture Service detects a new report, it sends a compilation request to the Workforce Management Compile Service.

  • Page 10: Workforce Management Sync Service

    Workforce Management Sync Service The Workforce Management Sync Service connects to the Unified CCX node using the ACMI-based synchronization process. The Workforce Management Sync Service retrieves and processes configuration data, such as contact service queue (CSQ) configurations, team configurations, and agent configurations. Tomcat Service The Tomcat Service enables desktop clients to access WFM.

  • Page 11: What's New In This Version

    What’s New in This Version WFM 8.2 includes the following new features. Support for Windows Vista with Internet Explorer 7.0 for clients ■ Email/Chat scheduling (not through an exception) ■ Enhanced usability by making ACD populated fields read-only ■ Simplification of the Call Forecast Calculation screen ■...

  • Page 12: Wfm Documentation

    WFM Documentation The following documents contain additional information about WFM: Workforce Management Administrator User Guide for Cisco Unified ■ Workforce Optimization Workforce Management Agent User Guide for Cisco Unified Workforce ■ Optimization Workforce Management Service Information Manual for Cisco Unified ■...

  • Page 13: Port Usage

    Port Usage A WFM environment consists of one WFM server and two or more remote devices, including the Unified CCX server and one or more client PCs. The following list shows the software running on each of these devices. WFM server ■...
  • Page 14 Table 2 lists the TCP and UDP ports used by WFM and its components on remote devices in the WFM environment, including the Unified CCX server and one or more client PCs. Table 2. WFM Port Usage on Remote Devices Server application protocol Destination port (listening) Client application protocol CTI server Unified CCX instance...

  • Page 15: System Requirements

    System Requirements Overview This chapter describes the following requirements for WFM: System Requirements (page 16) ■ System Capacity (page 20) ■ Configuration Data (page 21) ■ October 2007...

  • Page 16: System Requirements

    System Requirements The following tables list the minimum system requirements for the WFM server and clients. System Environment WFM has been verified in the following configurations: Table 3. Verified configurations Unified CCX 5.0 Cisco Unified CallManager (Unified CM) 5.1, 6.1 Unified CCX 6.0 Unified CM 4.3 Operating Environment The WFM server requires the following operating system and hardware configuration.

  • Page 17: Third Party Software Requirements

    WFM desktops require one of the following operating system and hardware configurations. Table 5. WFM desktop minimum configuration Operating System Windows 2000 Professional Service Pack 4 or greater Windows XP Professional Service Pack 1 or greater Windows Vista Third Party Software Requirements The WFM server requires the third party software listed in the following table.
  • Page 18 Table 6. WFM server minimum third party software requirements Application Internet Explorer 6.0 or 7.0 Cisco MCS platform Java 2 Runtime Environment (JRE) Standard Edition Version 5.0 (v1.5.0_11) BIRT v2.1 Omnis v7.1 Apache Tomcat v5.5.9 Where Installed/Description Internet Explorer is required to access the WFM web application.
  • Page 19 WFM desktops must have the following software applications: Table 7. WFM desktop minimum third party software requirements Application Internet Explorer 6.0 or 7.0 WFM client desktops October 2007 Where Installed/Description Internet Explorer is required to access the WFM web application. Vista only supports Internet Explorer 7.0. System Requirements...

  • Page 20: System Capacity

    System Capacity The system capacity for the WFM server can be defined by specific hardware and software configurations. The following table shows the limits of individual feature capacities. NOTE: Capacity numbers are goals. Actual numbers may vary. Table 8. System capacity Attribute Maximum number of configured WFM users Maximum number of concurrent WFM users...

  • Page 21: Configuration Data

    Configuration Data The following data needs to be stored persistently and must be backed up on a regular basis: WFM database (named CWFM) ■ Customer-specific configuration files, such as the files in ■ C:\Program Files\Cisco\WFO_WFM\config WFM database backups are independent of Unified CCX backup and restore (BARS) tools.
  • Page 22 Installation Guide October 2007...

  • Page 23: Before You Install Wfm

    Before You Install WFM Overview This chapter describes how to configure the WFM server before you install WFM. This process consists of the following tasks. Installing Microsoft SQL Server 2005 (page 24) ■ Creating a SQL Server Login for WFM (page 25) ■...

  • Page 24: Installing Microsoft Sql Server 2005

    Installing Microsoft SQL Server 2005 An abbreviated installation procedure is given below. For detailed information about how to install Microsoft SQL Server 2005, see the Microsoft SQL Server 2005 installation documentation. Complete the following steps of the Microsoft SQL Server 2005 Setup utility: 1.

  • Page 25: Creating A Sql Server Login For Wfm

    Creating a SQL Server Login for WFM NOTE: Store the WFM SQL Server login name and password in a safe place. You will need this information for the WFM Configuration Setup utility, which runs automatically after you install WFM. To create a SQL Server login for WFM: 1.

  • Page 26: Configuring Firewall Port Exceptions

    Configuring Firewall Port Exceptions Before you install WFM, if Microsoft Windows Firewall is enabled on the WFM server, you must manually add several ports to the firewall exception list. These ports are listed in Table NOTE: For a complete list of ports used in a WFM environment, see Port Usage (page Table 10.

  • Page 27: Installing And Configuring Wfm

    Installing and Configuring WFM Overview This chapter describes how to install and configure WFM. This process consists of the following tasks. Verifying Prerequisites (page 28) ■ Upgrading from WFM 8.0 to WFM 8.2 (page 29) ■ Installing WFM (page 30) ■...

  • Page 28: Verifying Prerequisites

    Verifying Prerequisites NOTE: There is a 25-character limit on team names in WFM. Team names that are longer than 25 characters will not be imported from Unified CCX into WFM. Before you install WFM and start the Workforce Management services, verify that all Unified CCX team names are 25 or fewer characters in length.

  • Page 29: Upgrading From Wfm 8.0 To Wfm 8.2

    Upgrading from WFM 8.0 to WFM 8.2 NOTE: Before you upgrade, consider running the WFM 8.0 version of WFM Configuration Setup so you can make a note of the settings you used when you installed WFM 8.0. Your WFM 8.0 settings are not maintained during the upgrade process.

  • Page 30: Installing Wfm

    Installing WFM NOTE: If Cisco Security Agent (CSA) is running on your WFM server, shut CSA down before you begin the installation process. If CSA is running while you install WFM, the installation may fail. To install WFM: Complete these steps on the Cisco Unified WFO Workforce Management server. 1.
  • Page 31 Selecting a single component and clicking Next results in the installation of both components. Figure 3. Custom Setup 4. Click Next to continue. The Ready to Install the Program window appears (Figure Figure 4. Ready to Install the Program October 2007 Installing WFM...
  • Page 32 5. Click Install to continue. The installation wizard installs WFM, Birt, Omnis, Java 2 Runtime Environment (JRE), and the Apache Tomcat Webserver. The InstallShield Wizard Completed window appears when the InstallShield Wizard completes the installation Figure 5. InstallShield Wizard Completed 6.

  • Page 33: Configuring Wfm

    Configuring WFM To configure WFM, run WFM Configuration Setup, which consists of the steps below. Step 1. Specifying the WFM Server Address (page 34) ■ Step 2. Specifying WFM Database Access (page 35) ■ Step 3. Configuring WFM Administrator Access (page 36) ■...

  • Page 34: Step 1. Specifying The Wfm Server Address

    2. Run postinstall.exe. The Workforce Management — Configuration Setup window appears. 3. Go to "Step 1. Specifying the WFM Server Address" on page Step 1. Specifying the WFM Server Address To specify the server address: 1. From the WFM Server window Address of Local Machine drop-down list or enter the IP address for the local machine on which WFM is installed.

  • Page 35: Step 2. Specifying Wfm Database Access

    Step 2. Specifying WFM Database Access To specify WFM database access: 1. From the WFM Database window name, and password you used in page 24 NOTE: The DB Instance Name field is pre-populated with the text “<default instance>”. Do not edit this unless using a named instance. Figure 7.

  • Page 36: Step 3. Configuring Wfm Administrator Access

    Step 3. Configuring WFM Administrator Access To configure WFM administrator access: 1. From the WFM Administrator Password window for the WFM administrator using one of the methods below. If you are upgrading WFM, enter the password that you used the first time ■...

  • Page 37: Step 4. Configuring Active Directory

    Step 4. Configuring Active Directory To configure Active Directory: 1. Complete one of the following options. If you want to use Active Directory, leave the Use Active Directory check ■ box selected in the Active Directory window If you do not want to use Active Directory, clear the Use Active Directory ■...

  • Page 38: Step 5. Specifying The Unified Ccx Database

    Step 5. Specifying the Unified CCX Database To specify the Unified CCX database: 1. From the Unified CC window, enter the IP address for the Unified CCX (Unified CC) Side A server Figure 10. Unified CCX (Unified CC) 2. Complete one of the following actions for the Unified CC Side B IP Address field.

  • Page 39: Step 6. Specifying The Cti Server

    Step 6. Specifying the CTI Server To specify the CTI server: 1. From the CTI Server window completing the following steps. Figure 11. CTI Server a. Click Add. The Enter IP Address and Port dialog box appears Figure 12. Enter IP Address and Port b.
  • Page 40 2. If you need to remove a server, complete the following steps. a. Select a server from the CTI Servers list. b. Click Remove. The IP address and port number disappear from the CTI Servers list. 3. Click Next. The Unified CM window appears. 4.

  • Page 41: Step 7. Specifying The Unified Cm Server

    Step 7. Specifying the Unified CM Server To specify the Unified CM server: 1. From the Unified CM window by completing the following steps. Figure 13. Unified CM a. Click Add. The Enter IP Address dialog box appears Figure 14. Enter IP Address b.
  • Page 42 b. Click Remove. The IP address disappears from the Unified CM Servers list. 3. Click Finish. The Workforce Management services are started. After all of the services have started, a confirmation appears. 4. Click OK to dismiss the dialog box. The Configuration Complete dialog box appears (Figure Figure 15.

  • Page 43: Configuring Nt Authentication For Unified Cc

    Configuring NT Authentication for Unified CC You must complete the following steps after you install WFM and before you start using WFM to administer users. Step 1. Creating WFM Users for the Unified CCX Database (page 43) ■ Step 2. Configuring WFM Services to Run As the New User (page 45) ■...
  • Page 44 b. Go to the Member Of tab and click Add. The Select Groups dialog box appears. c. Click Advanced. Another Select Groups dialog box appears. d. Click Find Now. A list of groups appears. e. Highlight the Administrators group and click OK twice to close both Select Groups dialog boxes.

  • Page 45: Step 2. Configuring Wfm Services To Run As The New User

    5. On the Unified CCX server, add the new user to the Administrators group and the Users group by completing the following steps. a. Right-click the name of the user you just created and choose Properties. The user properties dialog box appears. b.

  • Page 46: Step 3. Granting The New User Access To The Unified Ccx Database

    Step 3. Granting the New User Access to the Unified CCX Database NOTE: The following procedure is written assuming that the Unified CCX database is in Microsoft SQL Server 2000. To grant the new user access to the Unified CCX database: 1.

  • Page 47: Step 4. Verifying The Database Connection

    Step 4. Verifying the Database Connection To verify the database connection from WFM to the Unified CCX database: 1. Enter the following URL in your web browser, where wfm is either the name or the IP address of the server on which WFM is installed. http://wfm:8087/c3/ NOTE: The website address is case sensitive.
  • Page 48 3. Enter the password that you specified in WFM Configuration Setup on page 36, then click GO. The Workforce Management window appears (Figure 17). Figure 17. Workforce Management 4. Choose Agents > Agents. If the right pane displays a list of agents, the synchronization was successful.

  • Page 49: Configuring Regional Settings

    Configuring Regional Settings The Workforce Management OOC Service must use US English regional settings. Verify that the server hosting WFM has the following registry settings. HKEY_USERS\.DEFAULT\Control Panel\International\ Table 11. Regional settings Value International iCalendarType iCountry iCurrDigits iCurrency iDate iDigits iFirstDayOfWeek iFirstWeekOfYear iLZero iMeasure...
  • Page 50 Table 11. Regional settings International Value Type sGrouping string sLanguage string sList string sLongDate string sMonDecimalSep string sMonGrouping string sMonThousandSep string sNativeDigits string sNegativeSign string sPositiveSign string sShortDate string sThousand string sTime string sTimeFormat string Data dddd, MMMM dd, yyyy 0123456789 mm-dd-yyyy h:mm:ss tt...

  • Page 51: Capturing Historical Call Data

    Capturing Historical Call Data Overview The WFM forecasting feature uses your contact center’s historical call data to estimate future call volume and scheduling requirements. The Workforce Management OOC Service retrieves data automatically every 30 minutes, starting from the time you installed WFM. If you want to use historical call data from the time before you installed WFM, you must complete the procedures in this chapter to capture the data manually.

  • Page 52: Capturing Csq Historical Call Data

    Capturing CSQ Historical Call Data To capture CSQ historical call data: 1. From the WFM server, choose Start > Programs > Cisco > WFO > WFM > OOC. The Odysoft ODBC Collector window appears Figure 18. Odysoft ODBC Collector 2. Choose Collector > Capture. The Capture Agent window appears Figure 19.

  • Page 53: Capturing Agent Historical Call Data

    3. In the From fields in the Interval pane on the right, enter the beginning date and time for the historical call reference period. 4. In the To fields, enter the ending date and time for the historical call reference period.

  • Page 54: Verifying Historical Call Data Capture

    2. In the From fields in the Interval pane on the right, enter the beginning date and time for the historical call reference period. 3. In the To fields, enter the ending date and time for the historical call reference period. 4.

  • Page 55: Removing Wfm

    Removing WFM Removing WFM NOTE: When you remove WFM, the SQL Server WFM database is not removed. To remove WFM: 1. From the Start menu, choose Settings > Control Panel. 2. Double-click Add or Remove Programs. 3. Select Cisco Unified WFO Workforce Management Services, click Remove, and follow the prompts.
  • Page 56 Installation Guide October 2007...
  • Page 57 Index Active Directory setting up 37 authentication Microsoft SQL Server 2005 35 Capture Service described 9 Compile Service described 9 CTI servers configuring for WFM 39 documentation, related 12 installing WFM 30 OOC Service described 9 run as authenticating user 45 starting 45 password Active Directory 37...
  • Page 58 administrator’s password 36 installing 30 removing this version 55 uninstalling 55 WFM Configuration Setup tool 33 October 2007...

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