ShoreTel Integration Guide Word - ShoreTel ECC 9.0 Integration.docx Author davidj Created Date 5/4/2016 1:01:24 PM

address 5619 DTC Parkway | Denver, CO 80237, USA

visit 5619 DTC Parkway phone +46 8 568 950 00

fax +46 8 568 950 09 e-mail [email protected]

www.teleopti.com, [email protected]

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visit Linnégatan 87D phone +46 8 568 950 00

fax +46 8 568 950 09 e-mail [email protected]

www.teleopti.com, [email protected]

TELEOPTI AB

ShoreTel Integration Guide Teleopti WFM – ShoreTel ECC 9.0 Integration

Revision history Date Version Description Author

2016-01-14 1.0 Initial version David Jonsson, Teleopti AB

2016-01-28 1.1 Fix layout, added RTA Lic info David Jonsson, Teleopti AB

2016-05-05 1.2 Added additional license info

on RTA event feed

David Jonsson, Teleopti AB

SHORETEL INTEGRATION GUIDE

ShoreTel Integration Guide Teleopti AB is the sole owner of this document. All rights reserved Page | 2

Table of Contents

Architecture overview 3

Pre-requisites for statistics 4

Database connectivity 4

Pre-requisites for real-time adherence 6

RTA feed configuration 6

Supported versions 7

Mapping of statistics 8

Queue Statistics 8

Agent statistics 8

Agent Queue Statistics 10

Appendix A – configuring RTA in ECC 11



Architecture overview

The picture above shows the network architecture design.

Historical call data is transferred from the ShoreTel ecc database every 15 or 30 minute interval,

using a MySQL ODBC connection. The copied data is then transformed into a generic standard

Teleopti WFM format that can be used throughout the system.

Real time agent status data are picked up at the Teleopti servers via a JSON RTA-feed in the ECC

platform



Pre-requisites for statistics The Teleopti historical statistics requires the “ShoreTel Enterprise Contact Center 9.0” and

access to the “ecc” MySQL database.

Database connectivity The MySQL ODBC connectivity is to be installed and verified by the customer or ShoreTel

partner before the Teleopti integration can be started. This includes:

• Install the 32-bit mySQL ODBC driver on the Teleopti Server

• Configure and save a “System DSN” ODBC setting

• Verify the “System DSN” ODBC setting is working using the read-only credential to be

used by Teleopti

In this way, the customer will make sure that the user account is set up correctly and that

network ports are configured (or opened) in the firewall.

To access the statistics database various information is needed (as seen in the screenshot when

creating a SystemDSN for connectivity):

• TCP/IP Server

• Port

• Username

• Password

• Database

Usually there is an “eccro” (Ecc Read Only) account available in the ecc database. If not, a

database user must be created with read only permissions in the ShoreTel database.



ODBC Driver to be installed, configured and saved as “System DSN” by the customer:



Pre-requisites for real-time adherence The Teleopti RTA connectivity requires “ShoreTel Enterprise Contact Center 9.0”, “Contact

Center Director”, a working “Real-Time Adherence (RTA)”-feed and ODBC access to the “ecc”

MySQL database.

RTA feed configuration Teleopti WFM will connect to the ShoreTel ECC platform and listen to a JSON feed of real-time

data. The server side of this feed is called “Real-Time Adherence (RTA)”. It’s configure using

ShoreTel “Contact Center Director” by the customer/partner. See: Appendix A. Once

configured, the customer provides the hostname, port, username and password to Teleopti.

The client side of this integration will be a Teleopti service named “TeleoptiLogFileCreator”.

This service is installed and configured by Teleopti.

To access the Real time data, various information is needed (as seen in the screenshot above):

• ECCServerIP (hostname can also be used)

• ECCServerPort (default 31455)

• ECCAdapterUserName

• ECCAdapterPassword



Supported versions Please contact someone in Technical Consulting if you have information that the customer is

switching to a newly released version of ShoreTel ECC or in case the listed versions are not

complete.

Product Name Version Supported Logic change

from previous

ShoreTel Enterprise Contact Center 9.0 Yes

MySQL ODBC Driver Unicode driver (32-bit) 5.3 and above Yes



Mapping of statistics

Queue Statistics Use this report in Teleopti WFM to validate the data on a queue level.

Find the correct corresponding report in your CD/CTI platform on a date and interval level.

Choose a number of representative queues to validate. If you have different routing principles

for different groups of queues, it may be a good idea to have these represented in the

validation.

Open the client Teleopti WFM and choose Reports and the report Queue Statistics.

If no Skills have been created in the Forecaster, choose Skill and Workload Not Defined, then

the queues one at a time for one day at a time. Validate each column on a day and/or interval

level.

Agent statistics Use this report in Teleopti WFM to validate the agent data with regards to how they have spent

their logged in time.



Identify the correct corresponding report in your ACD/CTI platform on a date and time interval

level.

Choose a number of representative agents to validate. If you have agent groups working

according to different rules/policies or with different type of work, it may be a good idea to

have these represented in the validation.

Open the client Teleopti WFM and choose Reports and the report Agent Statistics.

If no agents have been created in the People module, choose Agent Not Defined.

Validate each column on a day and/or interval level.



Agent Queue Statistics Use this report in Teleopti WFM to validate the agent queue data, that is, statistics with regards

to the calls agents have taken while logged in to the ACD/CTI platform.

Identify the correct corresponding report in your ACD/CTI platform on a date and interval level.

Choose the same representative agents to validate as for the agent statistics validation, as this

report details part of the time the agents have spent logged in to the platform.

Open the client Teleopti WFM and choose Reports and the report Agent Queue Statistics.

If no agents and no queues have been created in the People and Forecaster modules, choose

Skill and Workload Not Defined, and Agent Not Defined and then the queues one at a time for

one day at a time.

Validate each column on a day and/or interval level.



Appendix A – configuring RTA in ECC The customer and/or ShoreTel partner is responsible for configuring the server side of the RTA

feed. The below screen shots are only provided as reference for where to find the settings in

the current version of “Contact Center Director”. For additional information info on Event Feeds

and Database connections please refer to the “ShoreTel Enterprise Contact Center 9

Administrator Guide”

To use the ShoreTel event feed a separate license has to be acquired from ShoreTel. Two event

feed licenses are included in the Base 10 package, but can also be ordered separately, for

additional agents. Please verify with your ShoreTel partner that this has been done before

implementing Teleopti RTA.

System Parameters \ External Interfaces \ Event Feed Ports

Verify “Real-time Adherence (RTA) port” and have an assigned port (default 31455)



Create a new feed user using “New”

Create a user-name and password for “Real-time Adherence (RTA)” to be used by Teleopti

Documents

ShoreTel Integration Guide Word - ShoreTel ECC 9.0 Integration.docx Author davidj Created Date 5/4/2016 1:01:24 PM