Contents

Step 1: Creating a plug-in

A plug-in is:

Where you get status information: from which CIC servers
What information you collect: about which workgroups
Where and how you send the information: which third-party software receives it

To configure the RTA module, first create one or more plug-ins. Each plug-in defines how RTA sends status information to a particular third-party workforce management package. The simplest approach is to create one plug-in for each third-party software package to which RTA sends status data. Most organizations only need to create one plug-in, but you can create multiple plug-ins if needed and switch between them.

Tip:
If you are having trouble connecting to the WFM provider and you are running Windows Server 2012, disable IPv6.

To create a plug-in:

Display the RTA Main Configuration page.
Click the Configure New Plug-in button.
In the add plug-in dialog box,type a name for and click OK. Give the plug-in the same name as the third-party software to which it sends information. If you later decide to change the name, select the plug-in and click the Edit This Plug-in Name button.
Expand the Vendor Name list box and click the name of your third-party software vendor.

Based on the vendor you selected, RTA fills in appropriate values for the Destination IP and Destination Port. Different fields appear in the Vendor Specific Configuration section. RTA fills in those fields with appropriate values for the vendor you selected.

Vendor-specific fields

Vendor	Field	Explanation
All vendors	User Queue State Changes	Enables RTA to watch agent queue states and report on them. Available states are Off, Minimal, and Verbose. GMT and Invision support only Off and Minimal.
Aspect	Update Frequency	Indicates the number of seconds between updates. The default value is 10, indicating that changes are sent in ten-second increments. The updates include all changes since the last change update. To send the status updates in real-time, set the value to the number 0.
Blue Pumpkin	Case Sensitive Usernames	If set to false, WFM Real-Time module sends the user name in all lowercase. If set to true, WFM Real-Time module sends the user name in its original casing.
GMT	N/A	There are no vendor-specific fields for GMT.
IEX	Password	By default, the password that RTA uses for IEX
	Heartbeat Rate	The interval in seconds between times when RTA pings IEX to see if the connection is alive. The default value is 60. Set to 0 for no heartbeats.
	Status Length	Sets a maximum of either 20 or 50 characters for the length of the status field.
	Status Format	Selects Standard (default) or State and Status. Standard is either the state or status of the user, depending on what was set for User Queue State Changes. State and Status concatenates both the state and the status of the user, and uses the resulting combination as the user's status.
	Send AgentID as Extension	If set to true, sends the extension of the agent as the identifier to IEX. If set to false, sends the AgentID to IEX. Agent must have an extension assigned.
Invision	Heartbeat Rate	The interval in seconds between times when RTA pings Invision to see if the connection is alive. The default value is 10.
Pipkins	N/A	There are no vendor-specific fields for Pipkins.