Cisco Systems WFM Installation Manual

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Installation Guide10 October 2007Workforce Management Sync ServiceThe Workforce Management Sync Service connects to the Unified CCX node using the ACM

What’s New in This VersionOctober 2007 11What’s New in This VersionWFM 8.2 includes the following new features. Support for Windows Vista with Intern

Installation Guide12 October 2007 WFM DocumentationThe following documents contain additional information about WFM: Workforce Management Administrat

Port UsageOctober 2007 13Port UsageA WFM environment consists of one WFM server and two or more remote devices, including the Unified CCX server and o

Installation Guide14 October 2007Table 2 lists the TCP and UDP ports used by WFM and its components on remote devices in the WFM environment, includin

October 2007 15System RequirementsOverviewThis chapter describes the following requirements for WFM: System Requirements (page 16) System Capacity (

Installation Guide16 October 2007System RequirementsThe following tables list the minimum system requirements for the WFM server and clients.System En

System RequirementsOctober 2007 17WFM desktops require one of the following operating system and hardware configurations.Third Party Software Requirem

Installation Guide18 October 2007Internet Explorer 6.0 or 7.0 Cisco MCS platformInternet Explorer is required to access the WFM web application. Vista

System RequirementsOctober 2007 19WFM desktops must have the following software applications:Table 7. WFM desktop minimum third party software requir

THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMM

Installation Guide20 October 2007System CapacityThe system capacity for the WFM server can be defined by specific hardware and software configurations

Configuration DataOctober 2007 21Configuration DataThe following data needs to be stored persistently and must be backed up on a regular basis: WFM d

Installation Guide22 October 2007

October 2007 23Before You Install WFMOverviewThis chapter describes how to configure the WFM server before you install WFM. This process consists of t

Installation Guide24 October 2007Installing Microsoft SQL Server 2005An abbreviated installation procedure is given below. For detailed information ab

Creating a SQL Server Login for WFMOctober 2007 25Creating a SQL Server Login for WFMNOTE: Store the WFM SQL Server login name and password in a safe

Installation Guide26 October 2007Configuring Firewall Port ExceptionsBefore you install WFM, if Microsoft Windows Firewall is enabled on the WFM serve

October 2007 27Installing and Configuring WFMOverviewThis chapter describes how to install and configure WFM. This process consists of the following t

Installation Guide28 October 2007Verifying PrerequisitesNOTE: There is a 25-character limit on team names in WFM. Team names that are longer than 25

Upgrading from WFM 8.0 to WFM 8.2October 2007 29Upgrading from WFM 8.0 to WFM 8.2NOTE: Before you upgrade, consider running the WFM 8.0 version of WF

Contents1 Overview 7 Introduction 7 Features of Workforce Management 8 Workforce Management Services 9Workforce Management Capture Service 9W

Installation Guide30 October 2007Installing WFMNOTE: If Cisco Security Agent (CSA) is running on your WFM server, shut CSA down before you begin the

Installing WFMOctober 2007 31Selecting a single component and clicking Next results in the installation of both components.Figure 3. Custom Setup4. C

Installation Guide32 October 20075. Click Install to continue. The installation wizard installs WFM, Birt, Omnis, Java 2 Runtime Environment (JRE), an

Configuring WFMOctober 2007 33Configuring WFMTo configure WFM, run WFM Configuration Setup, which consists of the steps below. Step 1. Specifying the

Installation Guide34 October 20072. Run postinstall.exe. The Workforce Management — Configuration Setup window appears.3. Go to "Step 1. Specifyi

Configuring WFMOctober 2007 35Step 2. Specifying WFM Database AccessTo specify WFM database access:1. From the WFM Database window (Figure 7), enter t

Installation Guide36 October 2007Step 3. Configuring WFM Administrator AccessTo configure WFM administrator access:1. From the WFM Administrator Passw

Configuring WFMOctober 2007 37Step 4. Configuring Active Directory To configure Active Directory:1. Complete one of the following options. If you wan

Installation Guide38 October 2007Step 5. Specifying the Unified CCX DatabaseTo specify the Unified CCX database:1. From the Unified CC window, enter t

Configuring WFMOctober 2007 39Step 6. Specifying the CTI ServerTo specify the CTI server:1. From the CTI Server window (Figure 11), add one or more CT

Contents4 Installing and Configuring WFM 27 Overview 27 Verifying Prerequisites 28 Upgrading from WFM 8.0 to WFM 8.2 29 Installing WFM 30 C

Installation Guide40 October 20072. If you need to remove a server, complete the following steps.a. Select a server from the CTI Servers list.b. Click

Configuring WFMOctober 2007 41Step 7. Specifying the Unified CM ServerTo specify the Unified CM server:1. From the Unified CM window (Figure 13), add

Installation Guide42 October 2007b. Click Remove. The IP address disappears from the Unified CM Servers list.3. Click Finish. The Workforce Management

Configuring NT Authentication for Unified CCOctober 2007 43Configuring NT Authentication for Unified CC You must complete the following steps after yo

Installation Guide44 October 2007b. Go to the Member Of tab and click Add. The Select Groups dialog box appears.c. Click Advanced. Another Select Grou

Configuring NT Authentication for Unified CCOctober 2007 455. On the Unified CCX server, add the new user to the Administrators group and the Users gr

Installation Guide46 October 2007Step 3. Granting the New User Access to the Unified CCX DatabaseNOTE: The following procedure is written assuming th

Configuring NT Authentication for Unified CCOctober 2007 47Step 4. Verifying the Database ConnectionTo verify the database connection from WFM to the

Installation Guide48 October 20073. Enter the password that you specified in WFM Configuration Setup on page 36, then click GO. The Workforce Manageme

Configuring Regional SettingsOctober 2007 49Configuring Regional SettingsThe Workforce Management OOC Service must use US English regional settings. V

ContentsIndex 57

Installation Guide50 October 2007International sGrouping string 3;0sLanguage string ENUsList string ,sLongDate string dddd, MMMM dd, yyyysMonDecimalSe

October 2007 51Capturing Historical Call DataOverviewThe WFM forecasting feature uses your contact center’s historical call data to estimate future ca

Installation Guide52 October 2007Capturing CSQ Historical Call DataTo capture CSQ historical call data:1. From the WFM server, choose Start > Progr

OverviewOctober 2007 533. In the From fields in the Interval pane on the right, enter the beginning date and time for the historical call reference pe

Installation Guide54 October 20072. In the From fields in the Interval pane on the right, enter the beginning date and time for the historical call re

October 2007 55Removing WFMRemoving WFMNOTE: When you remove WFM, the SQL Server WFM database is not removed.To remove WFM:1. From the Start menu, ch

Installation Guide56 October 2007

October 2007 57IndexAActive Directorysetting up 37authenticationMicrosoft SQL Server 2005 35CCapture Servicedescribed 9Compile Servicedescribed 9CTI s

Installation Guide58 October 2007administrator’s password 36installing 30removing this version 55uninstalling 55WFM Configuration Setup tool 33

Contents

October 2007 7OverviewIntroductionThe Workforce Management (WFM) InstallShield Wizard guides you through the WFM installation. The installation includ

Installation Guide8 October 2007Features of Workforce ManagementWFM is an industry-leading software solution for multi-site staff forecasting and sche

Workforce Management ServicesOctober 2007 9Workforce Management ServicesWorkforce Management Capture ServiceThe Workforce Management Capture Service w