Configure WFM Plugin for Teleopti (by Calabrio)

Note

A WFM integration license specific to each connection is required.

Warning

Only one WFM plugin should be selected/configured per 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.. Selecting both plugins on a single UCC will make neither plugin work and is not a supported scenario.

Add Plugin Settings

Open the UCC Config page on SharePoint
Open the Plugin Settings list
Add the following settings:

Teleopti

All settings marked with * must be set before the RTA and/or HD service(s), see below, can be used.
Setting	Description	Default value	Scope
Teleopti.UTCTimeCorrection	Correct both "time (in format (+/-)hhmm) , offset (in format (+/-hhmm)" from UTC. Time Correction: This adjusts the actual time value. For example, if you need to account for a specific time zone difference or correct the time due to some system-specific requirement, you would use this setting. Offset Correction: This adjusts the time zone offset. This is useful if you need to correct the offset value that indicates the difference between local time and UTC. This can be important for systems that need to display or log times in different time zones accurately.	+0000,+0000	WFMPlugin
Teleopti.EncryptedTenantKey *	Tenant key (provided by Calabrio), encrypted using the A365.PWTool.		WFMPlugin
Teleopti.DataSourceKey *	Data source key (provided by Calabrio).		WFMPlugin

Teleopti RTA - Send RTA events

Warning

To ensure RTA (Real-Time Adherence) events are processed by TeleOpti, agents must be added and processed by the HD service at least once. This can be achieved in one of two ways:

Wait for Agent Queue Statistics HD processing: Agents in TeleOpti will be created through the agent queue statistics batch but you must wait for the timeout period defined by the Teleopti.HD.CronExpression* timer set for a new agents identity to be added.
Use the Teleopti.HD.CreateExternalLogons setting (available in DC2024.01g or later): Agents are created immediately in TeleOpti as soon as they are added in the SharePoint Agents list.

All settings marked with * must be set before the Teleopti RTA service can be used. Also Teleopti.RTA.UseService must be set to True.
Setting	Description	Default value	Scope
Teleopti.RTA.UseService	Enable or disable the service.	False	WFMPlugin
Teleopti.RTA.EndpointAddress *	`http(s)://<hostname>/teleoptiwfm/RTA/CalabrioTWFMRtaService.svc` (on-premise) or `https://<cname>.teleopticloud.com/RTA/CalabrioTWFMRtaService.svc` (Azure Cloud hosted)		WFMPlugin
Teleopti.RTA.PlatformTypeId *	A unique GUID GUID stands for Globally Unique Identifier (format is always like 2ed153b4-f632-4766-b846-5b2a769b36d1) and is a pseudo random number used in software applications that is assumed to be unique. The total number of unique keys (2<sup>128</sup> of 3.4028×10<sup>38</sup>) is very large and the probability of the creating the same GUID twice is very small, though not 100% guaranteed. The term GUID is generally used by developers working with Microsoft technologies, while UUID is used everywhere else. per ACD Automatic Call Distributor (ACD), also known as Automated Call Distribution System, is a component that redirects incoming calls to Agents. platform. Provided by Calabrio TWFM PS Tech consultant.		WFMPlugin
Teleopti.RTA.StateSeparator	Separates state and presence making it unique within Calabrio.	-	WFMPlugin
Teleopti.RTA.UserCodeSuffix	Suffix value (alphanumeric) which will be added to all agent names from this UCC. Note Available since hotfix Bundle DC2024.01g		WFMPlugin
Teleopti.RTA.LoggedOffPresenceStates	Presence states to send while user is logged off. Leave empty or set to None for no presences. Note Available since hotfix Bundle DC2024.01g	Away, BeRightBack, Busy, DoNotDisturb, IdleBusy, IdleOnline, Offline, Online	WFMPlugin

Teleopti HD - Send (agent) queue statistics

All settings marked with * must be set before the Teleopti HD service can be used. Also Teleopti.HD.QueueUseService and/or Teleopti.HD.AgentQueueUseService must be set to True.
Setting	Description	Default value	Scope
Teleopti.HD.Url*	Absolute URL to the Teleopti REST API, e.g. `https://customer.teleopticloud.com/historical-data`.		WFMPlugin
Teleopti.HD.AnswerServiceLevelTime	The service level time where the agent answers the call within x seconds.	30	WFMPlugin
Teleopti.HD.QuickDropTime	Time in seconds where the customers disconnects after entering a queue and is considered a "quick drop".	5	WFMPlugin
Teleopti.HD.CronExpression*	The cron job trigger expression to use a cron job to send statistics, e.g. `0 0/15 * * * ?`		WFMPlugin
Teleopti.HD.QueueUseService	Enable or disable the service.	False	WFMPlugin
Teleopti.HD.AgentQueueUseService	Enable or disable the service.	False	WFMPlugin
(Optional) Teleopti.HD.SkillTypes	Types of skills for which to collect data, comma-separated. Valid values: Skill, ChatSkill, AvailabilitySkill, CountDownSkill, CountdownAvailabilitySkill, ForwardSkill, ChatForwardSkill, EscapeMaxQueueSizeSkill. Warning: Forward skills are not recommended! Note Available since hotfix Bundles DC2024.01c and DC2023.04d	Skill	WFMPlugin
Teleopti.HD.AgentIdSuffix	Suffix value (alphanumeric) which will be added to all agent IDs from this UCC. Note Available since hotfix Bundle DC2024.01g		WFMPlugin
Teleopti.HD.AgentNameSuffix	Suffix value (alphanumeric) which will be added to all agent names from this UCC. Note Available since hotfix Bundle DC2024.01g		WFMPlugin
Teleopti.HD.CreateExternalLogons	Automatically create an external logon in TeleOpti (by Calabrio) for each new Agent added to SharePoint. Note Available since hotfix Bundle DC2024.01g	False	WFMPlugin