Install Workforce Management Plugins
Prerequisites
Licensing prerequisites
To connect to a workforce management (WFM) application, you need a WFM connector entitlement for each configured WFM connection, provided through AW303, Workforce Management Connector.
Contact your AnywhereNow representative to confirm whether your subscription includes the required connector.
Installation overview
To install the Workforce Management the following steps need to be made.
Request WFM Plugin Installation
Once the required WFM connector entitlement is confirmed, request WFM Plugin activation through your certified AnywhereNow partner in Formerly known as Partner Portal. A redesigned web portal for managing Dialogue Cloud deployments..
Warning
Only one WFM plugin should be selected/configured per 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:
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Configure WFM Plugin for Verint
Introduced in DC2023.03b
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Configure WFM Plugin for Teleopti (by Calabrio)
Introduced in DC2024.01