Dialogue Cloud

On Premises

Install WFM plugin

Note

A WFM integration license specific to each connection is required.

Note

Introduced in DC2023.03b

Installation or Update of the plugin per UCC

  1. Log in on the server on which the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. service is running.
  2. Go to the plug ins folder (‘DRIVE:\program files\core\anywhere365\plugins\'). If it doesn't exist, create it.
  3. Create a folder "Wsp.Anywhere365.WFMPlugin" for the plugins folder.
  4. Copy the dlls and included config files from the Bundle Plugin package to this folder.

    Note

    In case the folder is already created and the plug in is in use by the UCC, the UCC will have to be stopped (check if stopping of the UCC is allowed).

    Note

    Please note that it is necessary to restart the UCC service in order for the UCC service to use the plugin.

Configure Plugin

Per UCC

  1. Open file ‘Config.xml’ for editing purposes.

    Tip

    It is highly recommended that you make a backup of the Config.xml.

    The default path of this file is:

    C:\ProgramData\Anywhere365\Core\Service\UnifiedContactCenterService\Config.xml

  2. Add "Plugin" value below ‘SettingsURL’ of the UCC.

    Copy
    XML
    <Plugin name="WFMPlugin" path="C:\Program Files\Anywhere365\Core\plugins\Wsp.Anywhere365.WFMPlugin" file="Wsp.Anywhere365.WFMPlugin.dll" isIdentityPlugin="false"/>

For UCC Service

  1. Open file ‘Config.xml’ for editing purposes.

    Tip

    First make a backup of the file to prevent problems!

    The default path of this file is:

    C:\ProgramData\Anywhere365\Core\Service\UnifiedContactCenterService\Config.xml

  2. Add "Plugins" value below ‘Presence Provider’.

    Copy
    XML
    <Plugins>
    <Plugin name="WFMPlugin" path="C:\Program Files\Anywhere365\Core\plugins\Wsp.Anywhere365.WFMPlugin" file="Wsp.Anywhere365.WFMPlugin.dll" isIdentityPlugin="false"/>
    </Plugins>

Configure UCC Settings

Add Plugin Settings

The Plugin settings are based on the WFM tool you would like to use. See Install Workforce Management

Restart UCC and validate

  1. Login to the AnywhereNow Application Server

  2. Start Services

  3. Restart "Unified Contact Center"

  4. See the UCC logs if WFM Plugin is successfully loaded

    C:\ProgramData\Anywhere365\Core\Service\UnifiedContactCenterService\logs

    Copy
    Logs
    2024-01-05 18:00:24,399 [5] acp DEBUG - WFMPlugin - InitAsync() starting
    2024-01-05 18:00:24,399 [5] acp INFO  - WFMPlugin.InitAsyncInternal
    2024-01-05 18:00:24,399 [5] acp DEBUG - WFMPlugin - InitAsync() completed with result PluginInitializationResult(IsSuccessful=True, RequiredLists=ListConfiguration(ListName=PluginSettings, FieldNames=ID, Title, wsp_ucc_ps_value, wsp_ucc_ps_scope, wsp_ucc_ps_prompt_LookupValue, wsp_ucc_ps_prompt))
    2024-01-05 18:00:24,399 [5] acp INFO  - PluginManager::StartAsync initialized [WFMPlugin]. Will attempt to provide with lists [PluginSettings]