Dialogue Cloud

On Premises

Install Workforce Management Plugins

Note

A WFM integration license specific to each connection is required.

To install the Workforce Management the following steps need to be made.

Request WFM Plugin Installation

After a successful license purchase, installation of the WFM Plugin can be requested through your certified AnywhereNow Partner who can activate in in AnywhereNow OnePortal Formerly known as Partner Portal. A redesigned web portal for managing Dialogue Cloud deployments..

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.

Next Steps, Configure the WFM Plugin

Depending on the WFM platform being used a specific set of configuration details needs to be provided to match your platforms requirements and your specific needs.

Select your matching WFM platform to continue:

  1. Configure WFM Plugin for Verint

    Introduced in DC2023.03b

  2. Configure WFM Plugin for Teleopti (by Calabrio)

    Introduced in DC2024.01