Cisco WFM Installation Manual
Cisco Unified Workforce Optimization
Workforce Management Installation Guide 8.2
October 31, 2007
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Workforce Management Installation Guide
© 2007 Cisco Systems, Inc. All rights reserved.
IMPLIED, INCLUDING, WITHOUT
Contents
1 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
■ WFM Documentation 12
■ Port Usage 13
2 System Requirements 15
■ Overview 15
■ System Requirements 16
System Environment 16
Operating Environment 16
Third Party Software Requirements 17
■ System Capacity 20
■ Configuration Data 21
3 Before You Install WFM 23
■ Overview 23
■ Installing Microsoft SQL Server 2005 24
■ Creating a SQL Server Login for WFM 25
■ Configuring Firewall Port Exceptions 26
Contents
4 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. Specifying WFM Database Access 35
Step 3. Configuring WFM Administrator Access 36
Step 4. Configuring Active Directory 37
Step 5. Specifying the Unified CCX Database 38
Step 6. Specifying the CTI Server 39
Step 7. Specifying the Unified CM Server 41
■ Configuring NT Authentication for Unified CC 43
Step 1. Creating WFM Users for the Unified CCX Database 43
Step 2. Configuring WFM Services to Run As the New User 45
Step 3. Granting the New User Access to the Unified CCX Database 46
Step 4. Verifying the Database Connection 47
■ Configuring Regional Settings 49
5 Capturing Historical Call Data 51
■ Overview 51
Capturing CSQ Historical Call Data 52
Capturing Agent Historical Call Data 53
Verifying Historical Call Data Capture 54
6 Removing WFM 55
■ Removing WFM 55
Contents
Index 57
Contents
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.
After you have successfully installed WFM into a properly-configured Cisco Unified
Workforce Optimization (WFO) environment, the basic functionality of WFM is
ready to configure for your use. Users access WFM through a web browser.
For information about configuring WFM, see the following document:
■ Workforce Management Administrator User Guide for Cisco Unified
Workforce Optimization
October 2007 7
Installation Guide
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)
■ Manage day-to-day schedule-related activities (Intraday)
■ Approve time-off requests and shift changes
■ Generate productivity, performance and historical reports
■ Create agent report cards
■ Develop schedules for multiple sites
■ Manage scheduling for offices in different time zones
■ Manage key performance indicators
■ Manage real-time adherence
■ Monitor and adjust the current schedule for a team from a dashboard
Agents can also use WFM to access the system to see their own schedules and
performance indicators.
8 October 2007
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.
Workforce Management Compile Service
The Workforce Management Compile Service listens for compilation requests from
the Workforce Management Capture Service. The Workforce Management Compile
Service can compile historical data for agents, services or teams by day, week, month,
or year, for use in forecasting and scheduling.
Workforce Management Services
Workforce Management OOC Service
Every 30 minutes, the Workforce Management OOC Service collects all of the call data
for the preceding 30 minutes from the Cisco Unified Contact Center Express
(Unified
Workforce Management OOC Service then writes the call data into historical reports.
High availability (HA) configurations can use multiple data sources. The Workforce
Management OOC Service always connects to the first node, however, and fails over
to the second node only if the first connection fails.
CCX) database using the Open Database Connectivity (ODBC) interface. The
Workforce Management Request Service
The Workforce Management Request Service listens for user requests to generate
forecasts and schedules.
Workforce Management RTE Service
The Workforce Management RTE (Real Time Engine) Service uses the Advanced
Contact Management Interface (ACMI) protocol to get real-time information on agent
states from the Unified CCX server. WFM displays agent state information in the
Supervisor Adherence dashboard.
October 2007 9
Installation Guide
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.
10 October 2007
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
■ Support for Microsoft SQL Server 2005 independent location-like storage
What’s New in This Version
October 2007 11
Installation Guide
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
Workforce Optimization
■ Workforce Management Release Notes for Cisco Unified Workforce
Optimization
12 October 2007
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.
Port Usage
■ WFM server
—WFM services
— WFM application
—WFM instance of SQL Server
—Apache Tomcat
■ Unified CCX server
— Unified CCX
— Unified CCX instance of SQL Server
— CTI server (part of the RmCm subsystem)
■ Client PC
— Internet Explorer 6.0 or 7.0
Table 1 lists the TCP and UDP ports used by WFM and its components on the WFM
server.
NOTE: For more information about Apache Tomcat port usage, go to
http://tomcat.apache.org/tomcat-5.5-doc/index.html.
Table 1 . WFM Port Usage on WFM Server
Server application protocol Destination port (listening) Client application protocol
WFM instance
of SQL Server
TCP 1433
TCP 1434
WFM Capture Service
WFM Compile Service
WFM RTE Service
WFM Request Service
WFM Sync Service
Apache Tomcat
WFM RTE Service TCP 30001 (configurable) ACMI Service (GED-188)
WFM Sync Service TCP 59011 unused
Apache Tomcat TCP 8087
TCP 8017
TCP 8007
HTTP
AJP 1.3
Shutdown port
October 2007 13
Installation Guide
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
*
TCP 42027 (configurable) ACMI Service
Unified CCX instance
of SQL Server
TCP 1433
TCP 1434
WFM Sync Service
WFM RTE Service TCP 42027 (configurable) Unified CCX instance of
SQL Server
Apache Tomcat TCP 8087
TCP 8017
TCP 8007
HTTP
AJP 1.3
Shutdown port
*You can set this port number in the System Parameters window of the Unified CCX
Administration web page. The parameter name for the port number is RmCm TCP Port.
For more information, see Managing System Parameters, Cisco Customer Response
Solutions Administration Guide.
14 October 2007
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 15
Installation Guide
System Requirements
The following tables list the minimum system requirements for the WFM server
clients.
and
System Environment
WFM has been verified in the following configurations:
Table 3 . Verified configurations
ACD PBX
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.
Table 4. WFM server minimum configuration
Operating System Hardware
Windows Server 2003 R2• 3.4 GHz Dual Pentium 4
•2 GB RAM
• 146 GB hard disk space
• Cisco Media Convergence Server (MCS) or equivalent
*
NOTE: Running WFM on a platform other than a Cisco MCS
or exact equivalent is not supported by Cisco.
* For the latest information on supported MCS equivalent platforms (including IBM and HP), go to
http://www.cisco.com/en/US/products/hw/voiceapp/ps378/prod_brochure_list.html.
16 October 2007
System Requirements
WFM desktops require one of the following operating system and hardware
configurations.
Table 5 . WFM desktop minimum configuration
Operating System Hardware
Windows 2000 Professional
Service Pack 4 or greater
Windows XP Professional
Service Pack 1 or greater
Windows Vista • 1 GHz processor or higher
Third Party Software Requirements
The WFM server requires the third party software listed in the following table.
• 1 GHz processor or higher
• 256 MB RAM or higher
• 20 GB hard disk space
• 100 Mbit NIC or higher
• 1 GHz processor or higher
• 256 MB RAM or higher
• 20 GB hard disk space
• 100 Mbit NIC or higher
• 1 GB RAM or higher
• 40 GB hard disk space
• 100 Mbit NIC or higher
NOTE: WFM requires the Cisco Media Convergence Server (MCS)
platform to be a dedicated standalone server. Running other
applications on the WFM server can adversely affect performance.
Table 6 . WFM server minimum third party software requirements
Application Where Installed/Description
Microsoft SQL Server 2005 Cisco MCS platform
System configuration data is maintained using
Microsoft SQL Server 2005. The customer must
purchase and install SQL Server 2005. SQL Server
2005 is not installed as part of the product and must
be installed prior to deploying WFM.
October 2007 17
Installation Guide
Table 6. WFM server minimum third party software requirements
Application Where Installed/Description
Internet Explorer 6.0 or 7.0 Cisco MCS platform
Internet Explorer is required to access the WFM web
application. Vista only supports Internet Explorer 7.0.
Java 2 Runtime
Environment (JRE)
Standard
Version
Edition
5.0 (v1.5.0_11)
Cisco MCS platform
Java 2 Runtime Environment is required to run the Java
Server Pages (JSP) used by the WFM application. The
version of JRE shipped with WFM meets the minimum
requirements and is installed automatically on the
Cisco MCS platform.
BIRT v2.1 Cisco MCS platform
BIRT is an open source Eclipse-based reporting system.
The version of BIRT shipped with WFM meets the
minimum requirements and is installed automatically.
For more information about BIRT, see
http://www.eclipse.org/birt/phoenix.
Omnis v7.1 Cisco MCS platform
Omnis is a rapid application development (RAD) tool.
The version of Omnis shipped with WFM meets the
minimum requirements and is installed automatically.
For more information about Omnis, see
http://www.omnis.net.
Apache Tomcat v5.5.9 Cisco MCS platform
Apache Tomcat is a web container, or application server
that provides an environment for Java code to run in
cooperation with a web server. The version of Apache
Tomcat shipped with WFM meets the minimum
requirements and is installed automatically. For more
information about Apache Tomcat, see
http://tomcat.apache.org.
18 October 2007
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