Install WFM plugin
Prerequisites
Licensing prerequisites
For licensing requirements or renewal questions, contact your AnywhereNow representative.
Availability
Introduced in DC2023.03b
Installation or Update of the plugin per UCC
- Log in on the server on which the 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.
- Go to the plug ins folder (‘DRIVE:\program files\core\anywhere365\plugins\'). If it doesn't exist, create it.
- Create a folder "Wsp.Anywhere365.WFMPlugin" for the plugins folder.
- Copy the dlls and included config files from the A bundle is a fixed combination of our software platform elements of very specific versions. These are designed and tested to optimally work together to assure their intended function and interoperability. 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
- 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
-
Add "Plugin" value below ‘SettingsURL’ of the UCC.
XML<Plugin name="WFMPlugin" path="C:\Program Files\Anywhere365\Core\plugins\Wsp.Anywhere365.WFMPlugin" file="Wsp.Anywhere365.WFMPlugin.dll" isIdentityPlugin="false"/>
For UCC Service
-
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
-
Add "Plugins" value below ‘Presence Provider’.
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 Plugins
Restart UCC and validate
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Login to the AnywhereNow Application Server
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Start Services
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Restart "Unified Contact Center"
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See the UCC logs if WFM Plugin is successfully loaded
C:\ProgramData\Anywhere365\Core\Service\UnifiedContactCenterService\logs
Logs2024-01-05 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]