Design Guide
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High availability (HA) configurations can use multiple data sources. The Workforce
Management OOC Service always connects to the first node, however, and fails over to the
second node only if the first connection fails.
5.3.3.4 Request Service
Processes user requests to generate forecasts and schedules
5.3.3.5 Adherence (RTE) Service
The Workforce Management RTE (Real Time Engine) Service uses the Advanced Contact
Management Interface (ACMI) protocol to get real-time information on agent states from the
Unified UCCX server. WFM displays agent state information in the Supervisor Adherence
dashboard.
5.3.3.6 Sync Service:
The Workforce Management Sync Service retrieves and processes user configuration data, such
as skill group configurations, team configurations, and agent configurations from the ACD.
5.3.3.7 Tomcat Service
Provides web services for WFM browser based clients.
5.4 Call Recording and Quality Management Hardware
5.4.1 Recording Architectures: Desktop, Server (SPAN) and Network
Call Recording and Quality Management, MR, offers three different recording architectures that
can be used on their own or together in a single deployment, depending on the customer’s needs.
5.4.1.1 Desktop Recording
Desktop recording utilizes the same capture technology as Cisco Agent Desktop (CAD). The
user PC’s Network Interface Card (NIC) is placed in promiscuous mode, allowing the Desktop
recording service to copy the RTP voice stream packets as they are transferred to the IP phone.
The service then caches the recordings locally on that user’s PC, and then compresses, encrypts
and uploads the recordings to the MR storage device at a time designated by the administrator.
The fundamental benefit that this architecture provides is being able to easily record users in
multiple physical locations. Desktop recording does not need recording servers at every location
in order to do the recordings, and the solution scales up with the number of users without
requiring additional recording servers.
To enable the Desktop recording service to capture the call, the endpoint PC and phone must be
configured as shown in the diagrams below.