Configure the Data Server for QM and Analytics
The Data Server Configuration page enables you to set up Data Server features based on a contact center’s geographic location. For example, you can configure a contact center in New York differently than a contact center in California. This allows each site to operate with minimal WAN traffic.
Navigate to Application Management > Global > Administration > Downloads to download the Workforce Optimization Data Server. Information on how to install the Workforce Optimization Data Server can be found in "Installing the Workforce Optimization Data Server" in the Workforce Optimization Installation Guide.
Prerequisites
- You have the Administer Tenant or Update Tenant permission.
Page location
Application Management > Global > System Configuration > Data Server Configuration
Data Server configuration in multi-tenant environments
Some data server features are not available in multi-tenant environments. In such an environment, the following configuration options do not appear on the Data Server Configuration page:
- Regional Data Server Reconciliation Settings
- Data Server Device Sync Settings
- Recording SIPREC Signaling Server Settings
- Recording CTI Signaling Server Settings
- Recording Capture Server Settings
Field descriptions
Use the Data Server Configuration page to configure and maintain the data server features. For more information about how to configure the Data Server for a specific ACD, see the following pages or the ACD's integration guide or tech note if available:
If your organization has any of the following integrations, consult that ACD's integration guide for additional data server configurations specific to the ACD.
- Amazon Connect
- Cisco Unified Contact Center Enterprise
- Cisco Unified Contact Center Express
- Cisco Webex Contact Center
- Eventide NexLog
- Five9
Refer to Data Server settings for a Serenova ACD (for QM and Analytics) if your organization integrates with a Serenova ACD.
The fields on the Data Server Configuration page are described below.
Select the URL for the contact center data server whose regional features you want to configure.
Enter the display name of the data server you selected.
Select the Enable Sync check box to enable ACD synchronization on the regional data server, and then use the Available and Assigned panes to assign servers to ACD synchronization.
Select the Enable Capture check box to enable ACD capture on the regional data server, and then use the Available and Assigned panes to assign servers to ACD capture.
Select the Enable Real-Time Events check box to enable real-time events on the regional data server, and then use the Available and Assigned panes to assign servers to real-time event capture.
Select the Enable Staged Upload check box to enable staged uploads on the regional data server, and then configure the tenant’s staged upload settings. For more information about Stage Upload, see Configure staged upload.
NOTE Enabling this component alone does not cause agent PCs to use Stage Upload. Agents must also be associated with the Staged Upload Data Server through Teams or the IP Address Filter and one or more correctly configured rules in the QM Workflow Daily Event.
Field | Description |
---|---|
Location |
The UNC path to the storage location. A UNC path requires the following format: \\ComputerName\SharedFolder\Resource NOTE If the UNC path is changed, the recordings on the previous staged upload location must be moved manually. The UNC path and user name must be accessible by both the Workforce Optimization Desktop installed on the agent’s desktops and the Data Server. |
Username |
The user name of the user who administers the staged upload server. |
Password |
The password of the user who administers the staged upload server. |
This section is visible only when staged upload is enabled. Enter ranges of IP addresses in CIDR notation that include the IP addresses of the agent PCs with Smart Desktop that you want to use Staged Upload. Any agent whose PC has an IP address that is included in the IP Address Filter is associated with the Stage Upload Data Server.
NOTE Agents who are associated with the Staged Upload Data Server by IP address will use Staged Upload only if they are also associated with a correctly-configured QM Workflow Daily Event. For more information about Two-Stage Upload, see “Configuring the Staged Upload Component” in the Design Guide for On-Premises or Cloud Deployments.
Enter an IP address range and click Save. You can add multiple ranges, which are listed in the pane above the entry field. Once added to the pane, you can also edit or delete a range. Click the pencil icon to edit the range, and click the X icon to delete the range.
Select the Enable Reconciliation check box to enable the reconciliation of the data server. Move the servers that are to be reconciled from the Available pane to the Assigned pane.
Select the Enable Sync check box to enable Workforce Optimization to match and syncWorkforce Optimization users with Active Directory users. See Connect to an Active Directory server for QM and Analytics.
Select the Enable Device Sync to enable syncing selected ACDs via the selected data server. Move the servers that are to be synced from the Available pane to the Assigned pane.
Select the Enable SIPREC Signaling check box to enable SIPREC signaling services. Enter the host name or IP address of the data server where the SIPREC Signaling service is installed.
NOTE This location must be accessible by the installed instances of Smart Desktop.
Select the Enable CTI Signaling check box to enable CTI signaling services. Enter the host name or IP address of the data server where the CTI Signaling service is installed.
NOTE This location must be accessible by the installed instances of Smart Desktop.
Select the Enable Audio Recording check box to enable network recording instead of or in addition to endpoint recording (via Smart Desktop). Then enter the following information:
- Host name or IP address of the data server on which the capture server is installed. This address must be accessible by the installed instances of Smart Desktop.
- Enter the folder file path where recording files are to be temporarily stored before upload. This folder must be accessible by a user with Local System credentials.
Select the Enable Media Import check box to enable the import of recording files from an external location. Move the ACDs that are the sources of the recordings from the Available to the Assigned pane.
Enter the path to the directory from which the Data Server imports files. If you are using the default location (..\reports) under the Data Server installation directory, the field can remain blank.
Select the Enable Local Web Service check box to enable API integration on this data server. If enabled, you have the option to enable the following:
-
Cisco IP Phone Services Controls—Select this check box to allow Provider-enabled recording controls from supported Cisco devices.
- Simplified Recording Controls API—Select this check box to use the native data server authentication for Provider recording controls.
Enter the data required to configure your secure FTP server.
Field | Description |
---|---|
Host Name |
The secure FTP server host name. |
Username |
The user name of the user who administers the SFTP server. |
Password |
The password of the user who administers the SFTP server. |
Select the Enable HRMS Export to enable this data server to export data. If you have multiple data servers, only one should be enabled to export data.