Dialogue Cloud

On Premises

Configure WFM Plugin for Verint

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.

Introduction

Setting up the connection between a Dialogue Cloud UCC and Verint requires a coördinated effort between 3 parties!

  1. AnywhereNow (via OnePortal Formerly known as Partner Portal. A redesigned web portal for managing Dialogue Cloud deployments.),

  2. the customer installation team (possibly via a partner)

  3. Verint (as supplier of DataEndpoints and credentials and more)

Installation Steps Overview

Step

Action

Owner

Note

1

Provide Verint the technical names of the UCC's

Customer

Technical names can be retrieved from the main endpoint item in the endpoint list on the SharePoint site of the UCC. As a sample:sip:ucc-<name>-<extension>@drt002.<region>.dialoguecloud.local, the technical name is the first part of the sip address (i.e. everything before the @ and without sip:).

2

Create data source group(s), the name is the technical name of the UCC

Verint

Customer does not have the option to create these.

3

Select Work Queue and map the data source group of the UCC in the Work Queue and save the mapping

Customer

Repeat this step if you have multiple UCC's using Verint WFM plugin.

 

 
4 Restart the UCC Service Customer Restarting the UCC Service with a clean cache is required to initiate the plugin and its permanent connection to Verint after the correct endpoints and credentials have been entered. A restart can be initiated via OnePortal and needs to be planned with caution as all calls to UCC's in that service will be interrupted during a service restart.

Configure Verint Streaming Time Collection Interface Kafka adapter

Verint requires a special Kafka adapter for RTA (Real Time Adherence).

Note

This adapter needs to be configured by Verint!

To make the adapter able to connect with the EventHub, the following configuration must be set:

Setting Description Default value
Kafka STCI Group

Your unique group name for the data source.

 fis-events
Analytics Request Topic

The topic name of the first subscription request. (This is also the EventHubName), e.g.

evh-a365-weu-d-verint-001.

  
sasl.mechanism

Security mechanism.

 PLAIN
security.protocol

Security protocol.

 SASL_SSL
sasl.jaas.config

Login credentials, e.g.

org.apache.kafka.common.security.plain.PlainLoginModule required username="$ConnectionString" password="Endpoint=sb://<DOMAINURL>.servicebus.windows.net/;SharedAccessKeyName=Verint-Produce-Consume-Policy;SharedAccessKey=<KEY>=;EntityPath=<PATH>".

  
group.id

A unique string that identifies the consumer group this consumer belongs to.

 $Default
bootstrap.servers

A list of host/port pairs to use for establishing the initial connection to the Kafka cluster, e.g.

<DOMAINURL>.servicebus.windows.net:9093

 

Please read Kafka Consumer Configurations for more information

Configure Plugin Settings

Note

Required settings fields will be automatically added in your SharePoint lists after requesting this feature through OnePortal. 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:

Verint

Setting Description Default value Scope
Verint.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
Verint.AgentIdSuffix

Suffix value which will be added to all agent IDs. Used for CSI, ETC and STCI.

Introduced in DC2025.01

   WFMPlugin
Verint.LoggedOffPresenceStates

Presence states to send while user is logged off. Leave empty or set to None for no presences. Used by STCI and ETC.

Introduced in DC2025.01

 Away, BeRightBack, Busy, DoNotDisturb, IdleBusy, IdleOnline, Offline, Online WFMPlugin

Verint CSI – Contact Statistics Interface

All settings marked with * must be set before the Verint CSI service can be used. A UCC service restart is required for these settings to take effect.
Setting Description Default value Scope
Verint.CSI.DataSourceName*

Verint DataSourceName, e.g. Anywhere365

* Value created and delivered by Verint

  WFMPlugin
Verint.CSI.TimeSeriesDataEndPoint*

The endpoint for time series data: <DOMAINURL>/wfo/fis-csi-api/v1/timeSeriesData

* Value created and delivered by Verint

  WFMPlugin
Verint.CSI.ReportInterval

The interval of sending statistics per x minutes. Supported: 15, 30 or 60.

Note

Statistics are reset after interval.

 15 WFMPlugin
Verint.CSI.AnswerServiceLevelTime

The service level time where the agent answers the call within x seconds.

 30 WFMPlugin
Verint.CSI.AppKeyId*

The app key id that is needed to authenticate with the CSI endpoint, e.g. Any365

* Value created and delivered by Verint

  WFMPlugin
Verint.CSI.AppKeyValue*

The app key value that is needed to authenticate with the CSI endpoint, e.g. Anywhere365

* Value created and delivered by Verint

  WFMPlugin
Verint.CSI.UseContactStatisticsInterface*

Enable or disable the service.

 False WFMPlugin
Verint.CSI.ReportCallTimeWithDischarge

Add the discharge duration to call time.

 False WFMPlugin
Verint.CSI.CronExpression

The cron job trigger expression to use a cron job instead of a timer to send statistics, e.g.0 0/15 * * * ?. The minutes must match Verint.CSI.ReportInterval.

   WFMPlugin

(Optional)

Verint.CSI.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

Verint STCI – Streaming Time Collection Interface

Note

Requires Configure Verint Streaming Time Collection Interface Kafka adapter to function. The plugin settings must match with those configured for the adapter.

All settings marked with * must be set before the Verint STCI service can be used. A UCC service restart is required for these settings to take effect.
Setting Description Default value Scope
Verint.STCI.ConnectionString *

The connection string for connecting with the EventHub, e.g. Endpoint=sb://<DOMAINURL>.servicebus.windows.net/;SharedAccessKeyName=Verint-Produce-Consume-Policy;SharedAccessKey=<KEY>=;EntityPath=<PATH>.

   WFMPlugin
Verint.STCI.EventHubName * (Topic)

The location where messages are placed, e.g. evh-a365-weu-d-verint-001.

   WFMPlugin
Verint.STCI.EndPoint * (BootstrapServers)

The endpoint of the EventHub, e.g.<DOMAINURL>.servicebus.windows.net:9093.

   WFMPlugin
Verint.STCI.UseStreamingTimeCollectionInterface *

Enable or disable the service.

 False WFMPlugin
Verint.STCI.PartitionId

specify the id where messages will be posted.

 0 WFMPlugin
Verint.STCI.PartitionKey

specify the key where messages will be posted. Most of the time this value is set, e.g.ucc_support.

   WFMPlugin
Verint.STCI.UseUCCPartitionKey

Use the UCC name as Partition key where messages will be posted.

 False WFMPlugin
Verint.STCI.UseHeartBeat

Enable or disable heart beat events.

 False WFMPlugin
Verint.STCI.HeartBeatInterval

The interval of sending a heartbeat per x seconds.

 60 WFMPlugin

Important

With the EventHub it is possible to map messages to a partition, the id or key needs to be set to make it work, not both!

The messages will be posted to all partitions if none of the two is set, see

Mapping of events to partitions | Microsoft Learn .

Note

With only one UCC this is not really interesting unless you have multiple UCC's that are using this plugin to sends messages to the same EventHub.

Verint ETC – Employee Timeline Collection

Introduced in DC2025.01

All settings marked with * must be set before the Verint ETC service can be used. A UCC service restart is required for these settings to take effect.
Setting Description Default value
Verint.ETC.TenantId*

The Microsoft tenant ID

* Value created and delivered by Verint

 
Verint.ETC.ClientId*

The Microsoft client ID

* Value created and delivered by Verint

 
Verint.ETC.EncryptedClientSecret*

The Microsoft client secret

* Value created and delivered by Verint

Needs to be encrypted using the A365.PWTool.

  
Verint.ETC.Scope*

The Uniform Resource Name to obtain an OAuth 2.0 access token valid for calling Verint.ETC.Endpoint.

* Value created and delivered by Verint

Note

It must always start with URN:// and end with /.default.

  
Verint.ETC.Endpoint*

The endpoint for employee time collectiont:<DOMAINURL>/vcp/api/adherence/v1/datasources/<DATASOURCE>/events.

* Value created and delivered by Verint

 
Verint.ETC.UseEmployeeTimeCollectionInterface* Enable or disable the service. False