Design Guide

13
Workforce Management 8.3
5 Server Configuration
Ethernet
ACD
SQL Server
WFM browser client
Apache Tomcat
WFM Sync and Adherence
Services
WFM OOC
WFM Capture Service
WFM Process
Service
WFM Compile
Service
WFM browser client
5.3.3 WFM Services Descriptions
5.3.3.1 WFM 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.
5.3.3.2 Compile Service
The Workforce Management Compile Service listens for compilation requests from the
Workforce Management Capture Service. The Workforce Management Compile Service can
compile historical data for agents, services or teams by day, week, month, or year, for use in
forecasting and scheduling. When requested by Capture Service, compiles historical data by day,
week, month.
5.3.3.3 OOC Service
Every 30 minutes, the Workforce Management OOC Service collects all of the call data for the
preceding 30 minutes from the ACD database using the Open Database Connectivity (ODBC)
interface. The Workforce Management OOC Service then writes the call data into historical
reports.