Configure notifications

Notifications for yourself via alert or email

Choose the scope of the notification group: notifications just for yourself or notifications for multiple users.

A unique name for the notification group.

Select the type of notifications you want to receive. The types available to you are determined by the permissions set for your role on the Roles page.

Complete this section to receive notifications in real time.

Complete this section to receive notifications as summaries.

Choose the method you want to use to receive notifications. If you opt for email delivery and the notifications are just for you, not for multiple users, the email address used is the one configured for you on the Users page in the Username field.

(“These notifications are sent to multiple users” option only) In the field below the list pane, enter an email address, and then click Add. Once in the list pane, you can click the pencil icon to edit an address or the X icon to delete an address.

Defines how many notifications Workforce Optimization sends for an event. The system reports some events as they occur, while others are reported every time the system polls. By specifying this number you can make sure you are not sent many notifications for the same event.

Select the conditions under which you want to receive a summary report.

Use this section to configure the delivery of notification summaries.

Enter how often Workforce Optimization sends a summary to you. The default time period is every 24 hours.

Informational: An agent has logged in to Workforce Optimization.

Solution: No action needed.

Informational: An agent has logged out of Workforce Optimization.

Solution: No action needed.

Error: The Analytics Data Server is not communicating with the Analytics grid server.

Solution: Check the Analytics Data Server logs, and verify its connectivity. Check if the database is accessible.

Solution: Free up used disk space or add additional storage.

Solution: Add another Record server.

Error: Workforce Optimization failed to transmit the bulk contact export file.

Solution: Verify the bulk contact export target location settings.

Informational: Your Workforce Optimization bulk contact export request was successful.

Solution: No action needed.

Error: The capture Data Server is not communicating with the Workforce Optimization Application server.

Solution: Check the capture Data Server logs, and verify its connectivity. Check if the database is accessible.

Error: Workforce Optimization was not installed correctly on desktop.

Solution: Verify the Smart Desktop installation. Refer to the Installation Guide for Cloud Deployments for more information.

Informational: Alerts the goal creator and all users assigned to a Contact Goal when all tasks in the Contact Goal are completed.

Solution: No action needed.

Informational: An agent has successfully completed his or her Workforce Optimization QM contact goals.

Solution: No action needed.

Informational: You have successfully created a Workforce Optimization contact goal.

Solution: No action needed.

Error: The CTI Data Server is not communicating with the Workforce Optimization Application server.

Solution: Check the CTI Data Server logs, and verify its connectivity. Check if the database is accessible.

Informational: A Data Server has been connected to Workforce Optimization.

Solution: No action needed.

Error: A Data Server is not communicating with the Workforce Optimization Application server.

Solution: Check the Data Server logs, and verify its connectivity. Check if the database is accessible.

Error: A CTI Server, SIPREC Signaling Server, or Recording Server has been disconnected from the wfoadapter server for at least ten minutes.

A tenant task checks the server connection every five minutes. If the connection fails two of these checks, Workforce Optimization sends this alert and continues to send the alert every five minutes until the server is reconnected.

Solution: Check that the server computer is running. Check that the server service is running. Check that the server computer is connected to the network and can access the wfoadapter server via the network.

Informational: Your data in storage has been successfully retrieved.

Solution: No action needed.

Informational: Either of the following occurred:

• A user appealed an evaluation that you completed.
• A user appealed an evaluation completed by someone else, but you have both scope over the evaluated contact and the Edit Any Evaluation permission.

Solution: Review the evaluation and any comments entered by the user.

Informational: An evaluation you are associated with has been updated. This notification is sent to both the agent associated with the contact and the person who updated the evaluation.

Solution: No action needed.

Informational: A Workforce Optimization QM user has completed an evaluation.

Solution: Save the evaluation.

Solution: Free up used disk space or add additional storage.

Solution: Add another Record server.

Error: During a run of the Archive Contact Handler task, Workforce Optimization encountered an error connecting to an external storage location.

Solution: Check the configuration of your external storage location and test your connection to it.

Error: A Workforce Optimization QM user cannot make desktop recordings.

Solution: Verify the Workforce Optimization Smart Desktop configuration.

Error: The alert reads as follows:

EXAMPLE   Desktop Event: <version number> - Screen Recording failed to start.

This notification occurs when a user has failed to record screen for a single call. The user is configured correctly to record screen, and the Smart Desktop attempted to record screen, but the attempt was unsuccessful.

Solution: If the problem occurs consistently for a single device using Desktop Recording, verify the installation of the service on that PC. Uninstall the Smart Desktop, restart the PC, and reinstall the Smart Desktop on the affected PC. Contact if the problem persists.

This notification is caused either by an error originating from Smart Desktop or from CTI Signaling.

Smart Desktop

Error: If Smart Desktop is the cause of the error, the alert reads as follows:

EXAMPLE   Desktop Event: <version number> - Voice Recording failed to start.

This notification occurs when a user has failed to record voice for a single call. The user is configured correctly to record voice, and the Smart Desktop attempted to record voice, but the attempt was unsuccessful.

Solution: If the problem occurs consistently for a single device using Desktop Recording, verify the installation of the service on that PC. Uninstall the Smart Desktop, restart the PC, and reinstall the Smart Desktop on the affected PC. Contact if the problem persists.

If this problem occurs on many phones in a Server Recording environment, verify the service is not running near capacity and that the configuration is correct. Contact if the problem persists.

CTI Signaling

Error: If CTI Signaling is the cause of the error, the alert reads as follows:

EXAMPLE   Signaling Server Event: Voice recording failed to start.

This notification occurs when the CTI Signaling server could not initiate a call with an associated recording server. The “Details” line of the event message indicates one of two categories for this failure:

“Details: No SIP INVITE”—This error occurs when the CTI Signaling server did not receive a SIP INVITE message from the CTI signaling JTAPI source.

• Solution: If this problem persists, check the CTI data server logs to ensure the CTI data server is receiving SIP signaling messages from the CTI signaling source.

“Details: No connected client”—This error occurs when the Signaling server is not connected to any recording server associated with the device.

• Solution: Check the CTI data server logs to find out what recording servers are associated with this device. Ensure they are running, and the signaling server and recording servers are connected.

Error: Workforce Optimization was unable to transfer data from the data server.

Solution: Check the Data Server error logs. Verify communication with the data server.

Solution: Add another Record server or contact Workforce Optimization support.

Solution: Add another Record server or contact Workforce Optimization support.

Solution: If you receive this notification frequently, add another Record server or contact Workforce Optimization support.

Solution: If you receive this notification frequently, add another record server or contact Workforce Optimization support.

Informational: An evaluation of a contact that you handled has been completed or edited.

NOTE   If the evaluation requires approval, you receive this notification when the evaluation has been approved.

Solution: No action needed.

Error: The Smart Desktop listened for a daisy-chained phone but did not find one after six minutes. This results in the service not recording. The most likely cause is the phone is not properly daisy-chained to the PC or the device is not configured to send its RTP traffic to the PC. This is a useful message for deployments or if the phones are continuously connected to the PCs that record them. If PCs are routinely disconnected from the phones, you might want to consider disabling this problem.

Solution: Disable this problem if PCs are disconnected from phones. Otherwise, check the configuration of the device in and verify ‘SPAN to PC Port’ is set to ‘Enabled.’ Check the physical connection between the PC and phone to verify they are daisy-chained correctly. See the Workforce OptimizationInstallation Guide for Cloud Deployments for information on configuring the hardware for Desktop Recording.

Informational: An agent has logged on to Workforce Optimization.

Solution: No action needed.

Informational: This notification alerts you every time a reconciliation job completes successfully. It includes the job number and the job’s start and end time.

NOTE   To assign this notification, you must have the Administer QM and the Receive Business Notifications permissions. Only assign this notification if your contact center has a recording architecture that requires reconciliation.

Solution: No action needed.

Informational: Your contact export request completed successfully, and your contact is ready for download.

Solution: No action needed.

Error: A recording has reached your organization’s maximum call length as configured on the QM Global Settings page.

Solution: Review the recording to determine whether the contact was actually longer than your max call length or whether the recording length is an error and the recording should have stopped sooner. If the recording length is an error, that usually means that Workforce Optimization did not receive a call end event from your signaling provider. If you get this notification multiple times, there may be a problem with your signaling provider.

Error: Your request for Workforce Optimization Data Server logs could not be completed.

Solution: Verify the Data Server connectivity. Check if the database is accessible. if the issue persists, contact .

Informational: Your request for Workforce Optimization Data Server logs completed successfully.

Solution: No action needed.

Informational: A signaling server has become active.

Solution: No action needed.

Error: The signaling server has entered forced standby and is inactive.

Solution: Check the signaling server logs for further information.

Error: The active signaling server failed, and the standby signaling server is now active.

Solution: Check the signaling server logs for further information.

Error: The active signaling server entered maintenance mode, and the standby signaling server is now active.

Solution: Check the signaling server logs for further information.

Error: The signaling server lost its connection to the telephony provider and is inactive.

Solution: Check the signaling server logs for further information.

Error: The Sync service has failed.

Solution: Perform the following steps:

1. Verify that the Sync service is running.
2. Verify that you can communicate with the server on which the Sync service is installed.
3. Check the Sync service logs.

Error: An error has occurred in the two-stage data upload process.

Solution: Check the Data Server logs. If the issue persists, contact .

Error: An unexpected error occurred executing a task.

Solution: Check the desktop debug file for the reason associated with this error. Restart the agent’s desktop. If the issue persists, contact .