Installation Guide

Workforce Management Installation Guide 8.0
20 June 2007
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. The
capture service will retrieve data every 30 minutes.
Compile service
The Compile service is a background process that takes the data from the Capture
service and aggregates the historical data in various ways. For example, it can compile
historical data for agents, services or teams by per day, week, month, or year.
OOC service
The OOC service retrieves historical data from the Cisco Unified Contact Center
Express (Unified CCX) database.
Request service
The Request service is a background service that listens for user requests to generate
forecasts and schedules.
Real Time Engine service
The Real Time Engine (RTE) is a background process that uses the ACMI protocol to
get real-time information on agent states. This information is displayed in the
Supervisor Adherence dashboard.
Sync service
The Sync service connects to the CRS Node using the ACMI based synchronization
process. It retrieves and processes configuration data, such as Contact Service Queue
configuration, team configurations and agent configurations.
Tomcat service
The Apache Tomcat service is a background process on the server that allows desktop
clients to access the Workforce Management web application.