Cisco Unified Workforce Optimization Workforce Management Installation Guide 8.2 October 31, 2007 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.
THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS.
Contents 1 Overview 7 ■ Introduction 7 ■ Features of Workforce Management 8 ■ Workforce Management Services 9 Workforce Management Capture Service 9 Workforce Management Compile Service 9 Workforce Management OOC Service 9 Workforce Management Request Service 9 Workforce Management RTE Service 9 Workforce Management Sync Service 10 Tomcat Service 10 ■ ■ ■ 2 What’s New in This Version 11 WFM Documentation 12 Port Usage 13 System Requirements 15 ■ Overview 15 ■ System Requirements 16 System Envi
Contents 4 Installing and Configuring WFM 27 ■ Overview 27 ■ Verifying Prerequisites 28 ■ Upgrading from WFM 8.0 to WFM 8.2 29 ■ Installing WFM 30 ■ Configuring WFM 33 Launching WFM Configuration Setup Manually 33 Step 1. Specifying the WFM Server Address 34 Step 2. Specifying WFM Database Access 35 Step 3. Configuring WFM Administrator Access 36 Step 4. Configuring Active Directory 37 Step 5. Specifying the Unified CCX Database 38 Step 6. Specifying the CTI Server 39 Step 7.
Contents Index 57
Contents
Overview Introduction The Workforce Management (WFM) InstallShield Wizard guides you through the WFM installation. The installation includes two sets of components: ■ Process components, including the WFM services ■ Transaction components, including BIRT, Omnis, and Apache Tomcat NOTE: Both sets of components must be installed on the same server.
Installation Guide Features of Workforce Management WFM is an industry-leading software solution for multi-site staff forecasting and scheduling. Call center managers can use WFM to complete the following tasks.
Workforce Management Services Workforce Management Services Workforce Management Capture Service The Workforce Management Capture Service watches for historical call data reports created by the Workforce Management OOC (Odysoft ODBC Collector) Service. When the Workforce Management Capture Service detects a new report, it sends a compilation request to the Workforce Management Compile Service.
Installation Guide Workforce Management Sync Service The Workforce Management Sync Service connects to the Unified CCX node using the ACMI-based synchronization process. The Workforce Management Sync Service retrieves and processes configuration data, such as contact service queue (CSQ) configurations, team configurations, and agent configurations. Tomcat Service The Tomcat Service enables desktop clients to access WFM.
What’s New in This Version What’s New in This Version WFM 8.2 includes the following new features. October 2007 ■ Support for Windows Vista with Internet Explorer 7.
Installation Guide WFM Documentation The following documents contain additional information about WFM: 12 ■ Workforce Management Administrator User Guide for Cisco Unified Workforce Optimization ■ Workforce Management Agent User Guide for Cisco Unified Workforce Optimization ■ Workforce Management Service Information Manual for Cisco Unified Workforce Optimization ■ Workforce Management Release Notes for Cisco Unified Workforce Optimization October 2007
Port Usage Port Usage A WFM environment consists of one WFM server and two or more remote devices, including the Unified CCX server and one or more client PCs. The following list shows the software running on each of these devices. ■ ■ ■ WFM server — WFM services — WFM application — WFM instance of SQL Server — Apache Tomcat Unified CCX server — Unified CCX — Unified CCX instance of SQL Server — CTI server (part of the RmCm subsystem) Client PC — Internet Explorer 6.0 or 7.
Installation Guide Table 2 lists the TCP and UDP ports used by WFM and its components on remote devices in the WFM environment, including the Unified CCX server and one or more client PCs. Table 2.
System Requirements Overview This chapter describes the following requirements for WFM: October 2007 ■ System Requirements (page 16) ■ System Capacity (page 20) ■ Configuration Data (page 21) 15
Installation Guide System Requirements The following tables list the minimum system requirements for the WFM server and clients. System Environment WFM has been verified in the following configurations: Table 3. Verified configurations ACD PBX Unified CCX 5.0 Cisco Unified CallManager (Unified CM) 5.1, 6.1 Unified CCX 6.0 Unified CM 4.3 Operating Environment The WFM server requires the following operating system and hardware configuration. Table 4.
System Requirements WFM desktops require one of the following operating system and hardware configurations. Table 5.
Installation Guide Table 6. WFM server minimum third party software requirements Application Where Installed/Description Internet Explorer 6.0 or 7.0 Cisco MCS platform Internet Explorer is required to access the WFM web application. Vista only supports Internet Explorer 7.0. Java 2 Runtime Environment (JRE) Standard Edition Version 5.0 (v1.5.0_11) Cisco MCS platform BIRT v2.1 Cisco MCS platform Java 2 Runtime Environment is required to run the Java Server Pages (JSP) used by the WFM application.
System Requirements WFM desktops must have the following software applications: Table 7. Application WFM desktop minimum third party software requirements Where Installed/Description Internet Explorer 6.0 or 7.0 WFM client desktops Internet Explorer is required to access the WFM web application. Vista only supports Internet Explorer 7.0.
Installation Guide System Capacity The system capacity for the WFM server can be defined by specific hardware and software configurations. The following table shows the limits of individual feature capacities. NOTE: Capacity numbers are goals. Actual numbers may vary. Table 8.
Configuration Data Configuration Data The following data needs to be stored persistently and must be backed up on a regular basis: ■ WFM database (named CWFM) ■ Customer-specific configuration files, such as the files in C:\Program Files\Cisco\WFO_WFM\config WFM database backups are independent of Unified CCX backup and restore (BARS) tools. Use standard SQL Server 2005 tools to manually back up and restore the WFM database.
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Before You Install WFM Overview This chapter describes how to configure the WFM server before you install WFM. This process consists of the following tasks.
Installation Guide Installing Microsoft SQL Server 2005 An abbreviated installation procedure is given below. For detailed information about how to install Microsoft SQL Server 2005, see the Microsoft SQL Server 2005 installation documentation. Complete the following steps of the Microsoft SQL Server 2005 Setup utility: 1. On the Registration Information window, fill in your name, company, and product key. 2.
Creating a SQL Server Login for WFM Creating a SQL Server Login for WFM NOTE: Store the WFM SQL Server login name and password in a safe place. You will need this information for the WFM Configuration Setup utility, which runs automatically after you install WFM. To create a SQL Server login for WFM: 1. On the SQL Server computer, start Microsoft SQL Server Management Studio. 2. In the Object Explorer pane, expand the SQL Server instance. Choose Security > Logins. 3.
Installation Guide Configuring Firewall Port Exceptions Before you install WFM, if Microsoft Windows Firewall is enabled on the WFM server, you must manually add several ports to the firewall exception list. These ports are listed in Table 10. NOTE: For a complete list of ports used in a WFM environment, see Port Usage (page 13). Table 10.
Installing and Configuring WFM Overview This chapter describes how to install and configure WFM. This process consists of the following tasks. October 2007 ■ Verifying Prerequisites (page 28) ■ Upgrading from WFM 8.0 to WFM 8.
Installation Guide Verifying Prerequisites NOTE: There is a 25-character limit on team names in WFM. Team names that are longer than 25 characters will not be imported from Unified CCX into WFM. Before you install WFM and start the Workforce Management services, verify that all Unified CCX team names are 25 or fewer characters in length. Before you install WFM, you must install and configure the following systems.
Upgrading from WFM 8.0 to WFM 8.2 Upgrading from WFM 8.0 to WFM 8.2 NOTE: Before you upgrade, consider running the WFM 8.0 version of WFM Configuration Setup so you can make a note of the settings you used when you installed WFM 8.0. Your WFM 8.0 settings are not maintained during the upgrade process. You will need to enter them again after you install WFM 8.2. To upgrade from WFM 8.0 to WFM 8.2: 1. Back up your SQL Server WFM 8.0 database using SQL Server backup tools. NOTE: The SQL Server WFM 8.
Installation Guide Installing WFM NOTE: If Cisco Security Agent (CSA) is running on your WFM server, shut CSA down before you begin the installation process. If CSA is running while you install WFM, the installation may fail. To install WFM: Complete these steps on the Cisco Unified WFO Workforce Management server. 1. Load the installation CD in the server computer, and then navigate to the CD in My Computer or Windows Explorer. 2. Double-click the file setup.exe to start the installation wizard.
Installing WFM Selecting a single component and clicking Next results in the installation of both components. Figure 3. Custom Setup 4. Click Next to continue. The Ready to Install the Program window appears (Figure 4). Figure 4.
Installation Guide 5. Click Install to continue. The installation wizard installs WFM, Birt, Omnis, Java 2 Runtime Environment (JRE), and the Apache Tomcat Webserver. The InstallShield Wizard Completed window appears when the InstallShield Wizard completes the installation (Figure 5). Figure 5. InstallShield Wizard Completed 6. Click Finish to complete the installation. The WFM Configuration Setup utility is launched automatically and the WFM Server window appears (Figure 6). Go to "Step 1.
Configuring WFM Configuring WFM To configure WFM, run WFM Configuration Setup, which consists of the steps below. ■ Step 1. Specifying the WFM Server Address (page 34) ■ Step 2. Specifying WFM Database Access (page 35) ■ Step 3. Configuring WFM Administrator Access (page 36) ■ Step 4. Configuring Active Directory (page 37) ■ Step 5. Specifying the Unified CCX Database (page 38) ■ Step 6. Specifying the CTI Server (page 39) ■ Step 7.
Installation Guide 2. Run postinstall.exe. The Workforce Management — Configuration Setup window appears. 3. Go to "Step 1. Specifying the WFM Server Address" on page 34. Step 1. Specifying the WFM Server Address To specify the server address: 1. From the WFM Server window (Figure 6), select an IP address from the IP Address of Local Machine drop-down list or enter the IP address for the local machine on which WFM is installed. Figure 6. WFM Server 2.
Configuring WFM Step 2. Specifying WFM Database Access To specify WFM database access: 1. From the WFM Database window (Figure 7), enter the instance name, login name, and password you used in "Installing Microsoft SQL Server 2005" on page 24 and "Creating a SQL Server Login for WFM" on page 25. NOTE: The DB Instance Name field is pre-populated with the text “”. Do not edit this unless using a named instance. Figure 7. WFM Database 2. Click Next.
Installation Guide Step 3. Configuring WFM Administrator Access To configure WFM administrator access: 1. From the WFM Administrator Password window (Figure 8), enter the password for the WFM administrator using one of the methods below. ■ If you are upgrading WFM, enter the password that you used the first time you installed WFM in the Current Administrator Password field.
Configuring WFM Step 4. Configuring Active Directory To configure Active Directory: 1. Complete one of the following options. Figure 9. ■ If you want to use Active Directory, leave the Use Active Directory check box selected in the Active Directory window (Figure 9) and go to step 2. ■ If you do not want to use Active Directory, clear the Use Active Directory check box, then skip to step 6 below. Active Directory 2.
Installation Guide Step 5. Specifying the Unified CCX Database To specify the Unified CCX database: 1. From the Unified CC window, enter the IP address for the Unified CCX (Unified CC) Side A server (Figure 10). Figure 10. Unified CCX (Unified CC) 2. Complete one of the following actions for the Unified CC Side B IP Address field. ■ If your environment has a Unified CCX Side B server, enter its IP address. ■ If your environment does not have a Side B server, leave the field blank. 3.
Configuring WFM Step 6. Specifying the CTI Server To specify the CTI server: 1. From the CTI Server window (Figure 11), add one or more CTI servers by completing the following steps. Figure 11. CTI Server a. Click Add. The Enter IP Address and Port dialog box appears (Figure 12). Figure 12. Enter IP Address and Port b. Enter the CTI server IP address and port, then click OK. The dialog box closes and the new IP address and port appear in the CTI Servers list.
Installation Guide 2. If you need to remove a server, complete the following steps. a. Select a server from the CTI Servers list. b. Click Remove. The IP address and port number disappear from the CTI Servers list. 3. Click Next. The Unified CM window appears. 4. Go to "Step 7. Specifying the Unified CM Server" on page 41.
Configuring WFM Step 7. Specifying the Unified CM Server To specify the Unified CM server: 1. From the Unified CM window (Figure 13), add one or more Unified CM servers by completing the following steps. Figure 13. Unified CM a. Click Add. The Enter IP Address dialog box appears (Figure 14). Figure 14. Enter IP Address b. Enter the Unified CM server IP address, then click OK. The dialog box closes and the new IP address appears in the Unified CM Servers list. 2.
Installation Guide b. Click Remove. The IP address disappears from the Unified CM Servers list. 3. Click Finish. The Workforce Management services are started. After all of the services have started, a confirmation appears. 4. Click OK to dismiss the dialog box. The Configuration Complete dialog box appears (Figure 15). Figure 15. Configuration Complete 5. Click OK to dismiss the dialog box. The Workforce Management — Configuration Setup window closes. You have now completed the installation of WFM.
Configuring NT Authentication for Unified CC Configuring NT Authentication for Unified CC You must complete the following steps after you install WFM and before you start using WFM to administer users. ■ Step 1. Creating WFM Users for the Unified CCX Database (page 43) ■ Step 2. Configuring WFM Services to Run As the New User (page 45) ■ Step 3. Granting the New User Access to the Unified CCX Database (page 46) ■ Step 4. Verifying the Database Connection (page 47) Step 1.
Installation Guide b. Go to the Member Of tab and click Add. The Select Groups dialog box appears. c. Click Advanced. Another Select Groups dialog box appears. d. Click Find Now. A list of groups appears. e. Highlight the Administrators group and click OK twice to close both Select Groups dialog boxes. f. Click OK again to close the user properties dialog box, then click the close window icon to close the Computer Management window. 3.
Configuring NT Authentication for Unified CC 5. On the Unified CCX server, add the new user to the Administrators group and the Users group by completing the following steps. a. Right-click the name of the user you just created and choose Properties. The user properties dialog box appears. b. Go to the Member Of tab and click Add. The Select Groups dialog box appears. c. Click Advanced. Another Select Groups dialog box appears. d. Click Find Now. A list of groups appears. e.
Installation Guide Step 3. Granting the New User Access to the Unified CCX Database NOTE: The following procedure is written assuming that the Unified CCX database is in Microsoft SQL Server 2000. To grant the new user access to the Unified CCX database: 1. On the Unified CCX server, start Microsoft SQL Server Enterprise Manager. 2. Under the Unified CCX instance, choose Security > Logins. A list of Windows and SQL Server users who have permission to access the databases in this instance appears. 3.
Configuring NT Authentication for Unified CC Step 4. Verifying the Database Connection To verify the database connection from WFM to the Unified CCX database: 1. Enter the following URL in your web browser, where wfm is either the name or the IP address of the server on which WFM is installed. http://wfm:8087/c3/ NOTE: The website address is case sensitive. The Workforce Management login window appears (Figure 16). Figure 16. Workforce Management login window 2.
Installation Guide 3. Enter the password that you specified in WFM Configuration Setup on page 36, then click GO. The Workforce Management window appears (Figure 17). Figure 17. Workforce Management 4. Choose Agents > Agents. If the right pane displays a list of agents, the synchronization was successful. 5. Navigate to C:\Program Files\Cisco\WFO_WFM\log. Open the Workforce Management OOC Service log file, which is named yyyymmdd-ooCollector.log, where yyyymmdd is the date.
Configuring Regional Settings Configuring Regional Settings The Workforce Management OOC Service must use US English regional settings. Verify that the server hosting WFM has the following registry settings. HKEY_USERS\.DEFAULT\Control Panel\International\ Table 11.
Installation Guide Table 11. 50 Regional settings Key Value Type Data International sGrouping string 3;0 sLanguage string ENU sList string , sLongDate string dddd, MMMM dd, yyyy sMonDecimalSep string .
Capturing Historical Call Data Overview The WFM forecasting feature uses your contact center’s historical call data to estimate future call volume and scheduling requirements. The Workforce Management OOC Service retrieves data automatically every 30 minutes, starting from the time you installed WFM. If you want to use historical call data from the time before you installed WFM, you must complete the procedures in this chapter to capture the data manually.
Installation Guide Capturing CSQ Historical Call Data To capture CSQ historical call data: 1. From the WFM server, choose Start > Programs > Cisco > WFO > WFM > OOC. The Odysoft ODBC Collector window appears (Figure 18). Figure 18. Odysoft ODBC Collector 2. Choose Collector > Capture. The Capture Agent window appears (Figure 19). Figure 19.
Overview 3. In the From fields in the Interval pane on the right, enter the beginning date and time for the historical call reference period. 4. In the To fields, enter the ending date and time for the historical call reference period. 5. Highlight the last two statistics queries in the Statistics pane as shown in Figure 19. 6. Clear the Use 30 minutes interval check box. 7. Enter the following directory path in the Directory field: C:\Program Files\Cisco\WFO_WFM\reports 8.
Installation Guide 2. In the From fields in the Interval pane on the right, enter the beginning date and time for the historical call reference period. 3. In the To fields, enter the ending date and time for the historical call reference period. 4. Highlight the first three statistics queries in the Statistics pane as shown in Figure 20. 5. Select the Use 30 Minutes Interval check box. 6. Enter the following directory path in the Directory field: C:\Program Files\Cisco\WFO_WFM\reports 7.
Removing WFM Removing WFM NOTE: When you remove WFM, the SQL Server WFM database is not removed. To remove WFM: 1. From the Start menu, choose Settings > Control Panel. 2. Double-click Add or Remove Programs. 3. Select Cisco Unified WFO Workforce Management Services, click Remove, and follow the prompts. The following table lists the programs you will find on the server. Table 12.
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Index A Active Directory setting up 37 authentication Microsoft SQL Server 2005 35 C Capture Service described 9 Compile Service described 9 CTI servers configuring for WFM 39 D documentation, related 12 R removing WFM application 55 Request Service described 9 requirements system 16 RTE Service described 9 S Sync Service described 10 run as authenticating user 45 starting 45 system environment 16 requirements 16 I installing WFM 30 O OOC Service described 9 run as authenticating user 45 starting 45
Installation Guide administrator’s password 36 installing 30 removing this version 55 uninstalling 55 WFM Configuration Setup tool 33 58 October 2007
