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The purpose of the VFC to WFE Metadata Integrator tool is to import call metadata, supported by switch platform and user data, from the VFC platform to the Verint v15V15.2 Workforce Engagement (WFE) suite. Once imported, the data is available for use by certain applications within the WFE suite. The Integrator continuously verifies the data in both VFC and WFE and carries out a one-way synchronization periodically.
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- Avaya DMCC/MR
- Cisco Network Based
- IPC Unigy
- IP Trade
- Zoom Meeting
- Zoom Phone
Minimum software version
- VFC Capture 9.7.7 or higher
- Workforce Engagement v15V15.2
Concepts and functionality
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To synchronize the required recording data, the switch platforms for which the Integrator is configured must be specified in the appsettings.Production file of the Integrator.
The supported list of Integrator supports the synchronization of metadata from:
- recorded switch platforms, and
- import sources, where VFC does not record the calls, but it ingests the recordings from the switch platform source through the configured import source.
The list of supported switch platforms is listed in the configuration file, specifying platform IDs or import source types. The integration process does not run until one or more of the supported platform names platforms is added to the list of configured platforms in the file.
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- the VFC Recording Server addresses,
- the platform name, describing the platform ID or import source type of the switch,
- the time zone of the switch,
- optionally, the extensions configured for that switch platform.
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A data source object in the appsettings.Production file can only be of one platform type name, and it must be in a single time zone. However, it can represent multiple switches of the same platform typename, in the same time zone, being recorded by one or more VFC recorders. If the extensions are configured for the data source object, the specified extension numbers are associated to the WFE data source upon creation.
The extension parameter can be omitted or left empty for a data source object, which results in all extensions recorded by the specified recorders on the specified platform type name to be associated with that data source. The extensions can be configured as an array of individual alphanumeric values or number ranges, but do not support wildcard operators.
If multiple identical data source objects exist in the appsettings.Production file without extension values specified, extensions for that platform type name are associated with each WFE data source.
If multiple data source objects exist in the appsettings.Production file without extensions specified but different platform types names are set for them, extensions configured to record all platform types platforms are associated to each data source.
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| Note |
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| At a minimum, you must have one data source object without extensions per platform typename. If you have data source objects with extensions specified, it is still recommended to have a data source without extensions specified to ensure that no missed extensions get excluded from the synchronization. |
If a platform type name has been added to the Configured Platforms parameter, but no data source objects exist in the Data Mapping section, no corresponding WFE data source is created, and no related recording data is synchronized to WFE.
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If the Integrator finds an existing data source with matching details, it notes the switch_ID of the WFE data source. If the Integrator does not find an existing data source with matching details, it creates one.
| Info |
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| All data sources created as part of the integration are created with the switch/sub-type External Recorder. |
The data source name and the VFC platform are automatically added to the description of the data source Seating Arrangement property of the created data source is set to:
- Hybrid for phone types,
- Free for trader and application types.
The Contact Policy Type of all created data sources is set to Back office - Contact per call.
The Recorded Platform property of the created data source is set to the value of the platform type specified in the Integrator configuration file.
| Warning |
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Do not delete the automatically generated data source descriptions. If you need to specify a data source description, add it after the automatically generated text. |
| Info |
| All data sources created as part of the integration are created with the switch/sub-type External Recorder. change the Recorded Platform or Contact Policy Type of the data source in WFE. |
Recorders and call metadata
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- Verify that the parent organization with the name specified during configuration exists in WFE.
- Verify that the parent group with the name specified during configuration exists in WFE.
- Verify that the VFC Synced group exists as a child of the parent group in WFE.
- Verify that the VFC user groups exist in WFE.
- Verify that VFC users are available in WFE, are associated with the same groups as in VFC, and have the right extensions associated to them.
- Verify that the data sources configured in the Integrator appsettings.Production file exist in WFE, and have the right name, time zone, recorded platform, contact policy type, and extensions associated with them.
- Verify that recordings are visible in the Automated Verification component of WFE.
- Verify that recordings are associated with the right users, extensions, and data sources.
- Verify that recordings are associated to the Serial Number of the external server that is specified in the Integrator.
- Verify that an external recorder server exists in WFE with the Server Name specified in the Integrator appsettings.Production file.
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