Cisco Unified Workforce Optimization Workforce Management 8.0 Installation Guide 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.
Revision History Revision Date Description 05-June-2007 First Customer Ship (FCS)
Revision History
Contents 1 Overview ■ Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 ■ WFM Features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 ■ WFM 8.0 installation architecture . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 ■ About this Guide . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10 Conventions Used . . . . . . . . . . . .
Contents Configuring SQL Server Firewall Port Exceptions . . . . . . . . . . . . . . . . 23 4 Installing WFM ■ Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 ■ Prerequisites . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 ■ Removing Previous Versions of WFM. . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 ■ Installing WFM services. . . . . . . . . . . . . . . . . . . . . . .
Overview Introduction The Workforce Management (WFM) InstallShield Wizard guides you through the processing of installing the Workforce Management application. After you have successfully installed the WFM application into a properly-configured Cisco Unified Workforce Optimization environment, the basic functionality of WFM is ready to configure for your use.
Workforce Management Installation Guide 8.0 WFM Features WFM is an industry-leading software solution for multi-site staff forecasting and scheduling. Call center managers can use WFM to: ■ Develop a schedule forecast (by day or period) ■ Manage special events ■ Prepare schedules (summary and individual) ■ Manage day-to-day schedule-related activities (Intraday) ■ Approve time-off requests and shift changes ■ Generate productivity, performance and historical reports.
WFM 8.0 installation architecture WFM 8.0 installation architecture The WFM installation is divided into two parts: ■ Process components ■ Transaction components NOTE: For Cisco Unified CCX, both components must be installed (and can only be) installed on the same server. Users access WFM through a web browser.
Workforce Management Installation Guide 8.0 About this Guide Conventions Used This document uses the following conventions: 10 Convention Use Bold Highlights keys, buttons, and menu items you can select in the interface. Code Highlights file paths and code. Italic Highlights book titles, variables, and terms that are defined. > The right angle bracket indicates a menu choice. For example, “choose File > Open” means “click the File menu, and then click Open.
Related documentation Related documentation The following documents contain additional information about WFM: June 2007 ■ Workforce Management Installation Guide for Cisco Unified Workforce Optimization ■ Workforce Management Administrator User Guide for Cisco Unified Workforce Optimization ■ Workforce Management Supervisor User Guide for Cisco Unified Workforce Optimization ■ Workforce Management Agent User Guide for Cisco Unified Workforce Optimization ■ Workforce Management Release Notes for
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System Requirements Overview This section describes the basic requirements for WFM.
Workforce Management Installation Guide 8.0 System requirements The following are the minimum system requirements for the WFM. System environment WFM 8.0 has been verified in the following configurations: Table 1. Verified configurations ACD PBX Configuration 1 Unified CCX 5.0 Unified Communications Manager 5.1, 6.0 Configuration 2 Unified CCX 4.1 Unified Communications Manager 4.3 Operating environment WFM runs on the following minimum operating systems and hardware. Table 2.
System requirements Table 3. Server minimum operating systems and hardware Operating System Windows 2003 Server Hardware • Cisco Media Convergence Server (MCS) platform* NOTE: WFM should be installed on a dedicated Cisco MCS server or exact MCS equivalent. Running the WFM application on a platform other than the Cisco MCS server is not supported by Cisco. Running other applications on the same server can adversely affect performance. * You may also install WFM on an MCS equivalent platform.
Workforce Management Installation Guide 8.0 Third party software requirements WFM requires the following software applications to run successfully: Table 4. Desktop minimum third party software requirements Application Where Installed/Description Internet Explorer 6.0 or 7.0 WFM client desktops Internet Explorer is required to access WFM web application. Table 5.
System requirements Table 5. Server minimum third party software requirements Application Where Installed/Description BIRT v2.1 Cisco MCS platform The BIRT shipped with WFM meets the minimum requirements and is automatically installed. Omnis v7.1 Cisco MCS platform The Omnis shipped with WFM meets the minimum requirements and is automatically installed. Apache Tomcat v5.9 Cisco MCS platform The Apache Tomcat shipped with WFM meets the minimum requirements and is automatically installed.
Workforce Management Installation Guide 8.0 System capacity WFM 8.0 supports the following system capacities. NOTE: Capacity numbers are goals. Actual numbers may vary. Attribute 18 Capacity Maximum number of WFM users 300 Maximum number of agents per team 150 Maximum number of skills per agent (for real time reporting) 50 Maximum number of supervisors per site 50 Maximum number of supervisors per team 30 Average number of agents per supervisor 7.
Configuration data Configuration data The following data needs to be stored persistently and must be backed up and restored on a regular basis: ■ WFM database ■ Customer specific configuration files Backups are independent of the IPCC Express backups and BARS tools. You can use standard MS SQL Server 2005 tools to manually backup and restore the WFM database.
Workforce Management Installation Guide 8.0 Services Capture service The Capture service is a background process that reads the data collected by the ODBC services from the Cisco Unified CCX database and compiles the telephony historical data into 30 minutes interval buckets. For high availability configurations, multiple data sources can be configured. However, the Capture will always connect to the first node and only failover to the second node if the first connection fails.
Setting up Microsoft SQL Server 2005 Overview This section describes how to create a SQL login user and configure port exceptions in the Windows firewall. You will need the username and password created here to complete the WFM Database window in WFM Configuration Setup, which runs automatically after you install the WFM services. Prerequisites Before you install the WFM services: June 2007 ■ Install Microsoft SQL Server 2005 on the server where the WFM Database service will be installed.
Workforce Management Installation Guide 8.0 Install Microsoft SQL Server 2005 Install Microsoft SQL Server 2005 as per the SQL Server documentation. NOTE: The SQL Server for WFM must be a default instance. It cannot be a named instance. Once the Microsoft SQL Server 2005 is installed, create a Login User and assign a username and password.
Install Microsoft SQL Server 2005 Configuring SQL Server Firewall Port Exceptions Before QM is installed, you must manually add two ports to the firewall exception list on the QM Database services server. This procedure is necessary only if the Microsoft firewall is turned on. These ports are: Port Type Description 1433 TCP MSSQL server port 1434 UDP MSSQL server port The default instance of the SQL Server Database Engine listens on TCP port 1433.
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Installing WFM Overview This section describes how to install WFM.
Workforce Management Installation Guide 8.0 Prerequisites Before you install the WFM application you must ensure that: ■ The Cisco Media Convergence Server (MCS) platform is a dedicated standalone server. ■ Windows 2003 Server is installed and running. ■ Microsoft SQL Server 2005 is installed and running. ■ You have a username and password for logging into the Microsoft SQL Server 2005. See "Creating a SQL Login User" on page 22 for instructions. NOTE: You must have permission to create databases.
Prerequisites Removing Previous Versions of WFM If you previously installed WFM application and WFM is still installed, you must remove the WFM application from the server before you can reinstall the WFM application. Use the Add or Remove Programs feature on the Control Panel in the Windows 2003 Server to uninstall the previous WFM. More information on removing WFM is provided in "Removing WFM" on page 47. NOTE: When you remove the application the database remains.
Workforce Management Installation Guide 8.0 Installing WFM services The WFM services installation is run from the product CD. To install WFM services: Perform 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. The Cisco Unified WFO WFM Services - InstallShield Wizard appears (Figure 2). Figure 2.
Installing WFM services Figure 3. Custom Setup dialog 4. Click Next to continue. The Ready to Install the Program dialog appears (Figure 4). Figure 4. Ready to Install the Program dialog 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 appears when the InstallShield Wizard completes the installation (Figure 5).
Workforce Management Installation Guide 8.0 Figure 5. InstallShield Wizard Completed dialog 6. Click Finish to complete the installation. The WorkForce Management - Configuration Setup window appears (Figure 6). Complete the Configuration Setup. See "Setting up the WFM configuration" on page 32 for instructions. A reboot dialog might appear (Figure 7).
Installing WFM services June 2007 Figure 6. General Configuration window Figure 7.
Workforce Management Installation Guide 8.0 Setting up the WFM configuration Use the WFM Configuration Setup tool to enter the service setup information needed for a successful WFM installation. The WFM Configuration Setup automatically launches when you install the WFM application. You can manually launch WFM Configuration Setup by double-clicking postinstall.exe located in the C:\Program Files\Cisco\WFO_WFM\bin folder on the single serve machine where the WFM application was installed.
Setting up the WFM configuration Figure 8. Workforce Management — Configuration Setup: General Configuration 2. If Quality Management is installed, select the Quality Management is installed check box and enter the IP address for the Quality Management base server. 3. Click Next. NOTE: The WFM installation wizard fails if you enter incorrect information.
Workforce Management Installation Guide 8.0 Step 3. Entering SQL username and password To enter the SQL username and password: 1. From the WFM Database window (Figure 9), enter the username and password for the Microsoft SQL Server 2005 and click Next. Instructions for created a username and password for the Microsoft SQL Server 2005 is provided in "Install Microsoft SQL Server 2005" on page 22. NOTE: You must have permission to create databases. Figure 9.
Setting up the WFM configuration Step 4. Configuring the WFM administrator’s password To enter the WFM administrator’s password: 1. From the Configure Administrator Password window (Figure 10), if you are: ■ Installing Workforce Management for the first time, enter the password for the WFM administrator in the New Administrator Password and Confirm Administrator Password. ■ Updating Workforce Management, enter the password for the WFM administrator in the Current Administrator Password field.
Workforce Management Installation Guide 8.0 Step 5. Setting up the Active Directory This is an optional step. If you do not intend to use Active Directory to manage users in the WFM application, click Next and go to "Step 6. Configuring Unified CCX for WFM" on page 37. If you intend to use Active Directory, follow the instructions below. To set up the Active Directory: 1. From the Active directory Setup window (Figure 11), select the Use Active Directory check box.
Setting up the WFM configuration The WFM application uses this password to access the Active Directory. 7. Click Next. The Unified CC Configuration window appears. Go to "Step 6. Configuring Unified CCX for WFM" on page 37. Step 6. Configuring Unified CCX for WFM To configure Unified CCX for WFM: 1. From the Configuring the Unified CC window, enter the IP address for Unified CCX Side A (Figure 12). Figure 12. Workforce Management — Configuration Setup: Unified CC Configuration 2.
Workforce Management Installation Guide 8.0 3. Enter the name of the SQL Instance for Unified CCX. 4. Choose the version of Unified CCX from the list. The available options are Express 4.1 and Express 5.0. 5. Choose one of the following database access methods: ■ NT Authentication — Choose this option if you want to use NT Authentication for Unified CCX. ■ SQL Authentication — Choose this option if you want to use SQL Authentication for Unified CCX. This field is disabled if you select Express 5.
Setting up the WFM configuration Figure 13. Workforce Management — Configuration Setup: CTI Server Configuration To add a Unified Contact Center server: a. Click Add. The Enter IP Address and Port dialog appears (Figure 14). Figure 14. Enter IP Address and Port b. Enter the IP address and port number for the Unified Contact Center server. c. Click OK to save your changes and close the dialog. The IP address and port number appears in the CTI Servers list. To remove a Unified Contact Center server: a.
Workforce Management Installation Guide 8.0 The IP address and port number disappears from the CTI Servers list. 2. When you are done making your changes, click Finish. The Workforce Management — Configuration Setup window closes. Step 8. Rebooting the system You might be prompted to reboot the machine if the Windows Installer Engine has determined that your system requires a reboot to complete the install. If you do not see the reboot dialog, you can ignore this step.
Setting up NT Authentication for the Cisco Unified CC Database Setting up NT Authentication for the Cisco Unified CC Database If you select NT Authentication on the Cisco Unified CC Configuration window in WFM Configuration Setup (see "Step 6. Configuring Unified CCX for WFM" on page 37), you must perform the following procedure to support NT authentication for the Cisco Unified CC database. These steps must be done after you install the WFM and before you start administering any users with WFM.
Workforce Management Installation Guide 8.0 To add a user to a group: 1. Under Local Users and Groups, right-click the user, choose Properties, and select the Member of tab. 2. Click Add, and then click Advanced. 3. Click Find Now, and from the resulting list select the groups you want the user to belong to. 4. Click OK to close the Select Groups dialog box, and OK again to close the User Properties dialog box. To give a user permissions to log on as a service: 1.
Setting up NT Authentication for the Cisco Unified CC Database NOTE: The Windows user must have write access to the C:\Program Files\Cisco\WFO_WFM\log folder so logs can be written. Step 3. Verifying the connection To verify the connection: 1. Start Workforce Management. 2. Click Agents > Agent. If there are users listed there, the synchronization worked. 3. Check the log file for the OOC service in C:\Program Files\Cisco\WFO_ WFM\yyyymmdd-ooCollector.
Workforce Management Installation Guide 8.0 Logging into WFM Using the WFM default username and password The following table displays the default user role and username for WFM. Use this username when you log into WFM for the first time. The password for this username is the one you specified when you configured WFM Service. See Step 4. Configuring the WFM administrator’s password (page 35) for more information.
Logging into WFM Figure 16. Workforce Management login 2. Enter your username and password. 3. Click GO to log into WFM. The Workforce Management window appears (Figure 17). Figure 17.
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Removing WFM Removing WFM 8.0 To remove a WFM application: 1. From the Start menu, click Settings, then Control Panel. 2. Double-click Add/Remove Programs. 3. Select Cisco Unified WFO Workforce Management Services, click Remove and follow the prompts. 4. Reboot the computer when prompted. You must reboot the computer to completely remove all WFM files. NOTE: When you remove the application the database remains. . The following table lists the programs you will find on the server.
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Index A about this guide 10 Active Directory setting up 36 password Active Directory 36 default 44 Microsoft SQL Server 2005 26, 34 C Capture service, described 20 Compile service, described 20 conventions 10 D default password 44 username 44 documentation, related 11 G getting started log in to WFM 44 I installation architecture 9 installing WFM 28 O OOC service described 20 run as authenticating user 42 starting 42 June 2007 P R Real Time Engine service, described 20 rebooting the system 40 remo
Workforce Management Installation Guide 8.
