| Component |
Requirement |
|
IC Server |
Customer Interaction Center 2016 R2 |
|
Application server |
Windows 2008 R2 SP1 (64-bit), 2012 R2 (64-bit), 2016 (64
bit)
Note:
Do not install the WFM Integration on an IC server. Typically,
the WFM Integration is installed on the SQL Server running the
I3 DB repository (if applicable) or the WFM vendor's server (if
it is a Windows operating system). Both Historical and Real-Time
Adherence (RTA) are lightweight applications and can easily be
run on the same server with other applications. |
|
Microsoft .NET Framework |
.NET 4.0 is required. Without it, Interactive Update does
not function correctly. |
|
Database server |
SQL Server or Oracle (tables added to existing I3 database
repository) |
|
Third-party WFM software supported |
-
Blue Pumpkin/Witness/Verint
-
IEX TotalView/NICE
-
Aspect eWFM
-
GMT
-
Invision/Injixo (cloud version of Invision)
-
Pipkins (applies only to RTA)
|
|
Other requirements |
-
Connectivity to joint file share or FTP location on
WFM server (Blue Pumpkin, IEX, GMT, Invision, or Aspect eWFM)
-
Access to PureConnect database instance on SQL Server
or Oracle
-
For GMT and IEX, set up status-reporting workgroup in
Interaction Administrator before configuring Real-Time Adherence.
|
