Background information for the third-party WFM software vendors

• For Blue Pumpkin and Aspect: The RTA integration sends multiple status updates to the third-party software, one update for each workgroup to which the user belongs. For example, User A, who belongs to workgroups A, B, and C, changes status. RTA sends Blue Pumpkin and Aspect three status updates one for each of the workgroups User A belongs to.

• For GMT, IEX, and Invision: The RTA integration does not send workgroup membership information. Because of this, RTA needs to send only one status update per change per user to GMT, IEX, and Invision. For these three vendors, it is much easier to create a master workgroup to contain all users whose status will be monitored by RTA. For example, create a workgroup called IEX RTA that is a collection of users. When you create the workgroup in Interaction Administrator, do not select the Has Queue option for that workgroup. By using this workgroup, RTA can send the status changes for all users whose status need to be monitored and only for these users. This also makes it easy to maintain the users to be synchronized by adding and removing users from this workgroup. For more information, see Creating custom tables on the database server.

Before installing WFM, create custom database tables for the application in the CIC reporting database. WFM supports all database platforms.

The SQL folder in your installation download contains installation scripts to help you create these tables, as outlined below.

1. Complete and verify a full backup of your CIC database.

2. Locate the correct script file in the installation folders. The script files are located in the \Installs\Integrations\WorkforceManagement directory and are named as follows:

   Platform	File name
   MS SQL Server	WFMTABLES.MSS
   Oracle	WFMTABLES.ORA

3. Open the script in the utility or development tool appropriate for your database platform.

4. Edit the GRANT statements at the bottom of the script. Base the grant statements on the release of CIC that you are running.

5. Connect to the CIC Reporting database, using the same User ID and password that was originally used during the CIC installation to create the original database (eic_admin in most cases).

6. Execute the script and verify that the creation of the objects is completed.

The tables must be created using the same table-space or schema, and owner as the original reporting tables.

GMT and IEXUsers Only: Create a Master Workgroup. See in Installing Workforce Management Integration.