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 . Selecting both plugins on a single UCC will make neither plugin work and is not a supported scenario.

Configure Plugin Settings

Note

Required settings fields will be automatically added in your SharePoint lists after requesting this feature through . Some of these settings, like ConnectionString, will need to be completed ASAP with your valid credentials.

  1. Open the UCC Config page on SharePoint

  2. Open the Plugin Settings list

  3. Configure 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:

  1. 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.

  2. 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 per 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 DC2024.01g and dc2024.02b

   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 and dc2024.02b

 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 and dc2024.02b

   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 and dc2024.02b

   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 and dc2024.02b

 False WFMPlugin