Avaya Solution & Interoperability Test Lab

Application Notes for Calabrio Workforce Management with Avaya Call Management System – Issue 1.0

Abstract These Application Notes describe the configuration steps required for Calabrio Workforce Management to interoperate with Avaya Call Management System. Calabrio Workforce Management is a work force management solution that provides forecasting, scheduling, and monitoring of work for contact center agents. Calabrio Workforce Management uses the historical call measurement data from Avaya Call Management System to produce forecasts and schedules for contact center agents, and then uses the real-time call measurement data from Avaya Call Management System to check the agent adherence to the schedules. Information in these Application Notes has been obtained through compliance testing and additional technical discussions. Testing was conducted via the DevConnect Program at the Avaya Solution and Interoperability Test Lab.

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1. Introduction Calabrio Workforce Management is a work force management solution that provides forecasting, scheduling, and monitoring of work for contact center agents. Calabrio Workforce Management uses the historical call measurement data from Avaya Call Management System to produce forecasts and schedules for contact center agents, and then uses the real-time call measurement data from Avaya Call Management System to check the agent adherence to the schedules. On Avaya Communication Manager, relevant contact center resources consisting of Vector Directory Number (VDN), Split/Skill, and Agent are configured to be “measured” by Avaya CMS. When a call travels through a “measured” resource on Avaya Communication Manager, the call measurement data is sent to Avaya CMS. Contact center users such as supervisors and/or agents can access the Calabrio Workforce Management server to review any collected data and/or produced forecasts and schedules. For the compliance testing, the Calabrio Workforce Management server was used to verify the collected call measurement data from Avaya CMS.

Figure 1: Calabrio Workforce Management with Avaya Call Management System

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The integration of real-time Agent call measurement data with Avaya CMS is a customization achieved through the Generic Real Time Agent (Generic-RTA) interface. A TCP client-server model is used for the connection, with the Avaya CMS server being the “client”, and the Calabrio Workforce Management server being the “server”. The Calabrio Workforce Management server runs a TCP “listener” process to accept the data connection from the Avaya CMS server. The customized Generic-RTA interface on the Avaya CMS is provided by the Avaya Communication Solutions and Integration (CSI) group within Avaya Global Services. The integration of historical VDN/Split/Skill/Agent call measurement data with Avaya CMS is another customization provided by the Avaya CSI group. The historical data includes data from the agent performance daily, split/skill intrahour interval, VDN hourly interval, and the agent daily login/logout database tables. The historical data is generated on Avaya CMS and transferred to a designated FTP server. In the compliance testing, the FTP server co-resided on the Calabrio Workforce Management server. The Calabrio Workforce Management application pulled the historical data from the FTP data repository directory on a regularly scheduled intra-hour interval. The intra-hour interval is an administrable parameter on Avaya CMS, and is required to be set to 30 minutes by the Calabrio Workforce Management server. The Avaya CSI group installs and configures the customized interfaces on the Avaya CMS, and provides the TCP port number associated with the Generic-RTA interface to Calabrio for configuring the Calabrio Workforce Management server. These Application Notes assume the configuration and connectivity between Avaya Communication Manager and Avaya CMS is already in place and will not be described.

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2. Equipment and Software Validated The following equipment and software were used for the sample configuration provided: Equipment

Software

Avaya S8700 Media Servers

Avaya Communication Manager 4.0.1, R014x.00.1.731.2

Avaya Call Management System Server

r14aa.h

Avaya C363T-PWR Converged Stackable Switch

4.3.12

Avaya 4610SW IP Telephones (H.323)

2.8

Calabrio Workforce Management

8.3 Windows Server 2003 R2

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3. Configure Avaya Communication Manager The detailed administration of contact center resources and connectivity between Avaya Communication Manager and Avaya CMS are not the focus of these Application Notes and will not be described. For administration of contact center resources and connectivity to Avaya CMS, refer to the appropriate documentation listed in Section 10. This section provides the procedures for how to enable VDN, Split/Skill, and Agent measurement data to be sent to Avaya CMS. The procedures include the following areas: • Administer measured VDN • Administer measured Split/Skill and Agent For the compliance testing, the following contact center devices were used.

TLT; Reviewed: SPOC 7/28/2008

VDN

Split/Skill

Logical Agents

35510

510

35511

35520

520

35513

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3.1. Administer Measured VDN Use the “change vdn n” command, where “n” is the extension of the VDN to be measured by Avaya CMS. Set the Measured field to “external” to enable measurement data on the VDN to be sent to Avaya CMS. Repeat this step for all VDNs that will be measured by Avaya CMS. change vdn 35510

Page

1 of

2

VECTOR DIRECTORY NUMBER Extension: 35510 Name*: Calabrio VDN 35510 Vector Number: 510 Meet-me Conferencing? n Allow VDN Override? n COR: 1 TN*: 1 Measured: external Service Objective (sec): 20 VDN of Origin Annc. Extension*: 1st Skill*: 2nd Skill*: 3rd Skill*: * Follows VDN Override Rules

For the compliance testing, two VDNs with extensions 35510 and 35520 were configured to be measured, as shown below. list vdn 35510 count 2 VECTOR DIRECTORY NUMBERS

VDN Ovr COR TN

Vec Num

Orig Meas Annc

Name (22 characters)

Ext/Skills

Calabrio VDN 35510

35510

n

1

1

510

ext

Calabrio VDN 35520

35520

n

1

1

520

ext

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Evnt Noti Adj

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3.2. Administer Measured Split/Skill and Agent Use the “change hunt-group n” command, where “n” is the number of the Split/Skill group to be measured by Avaya CMS. Navigate to Page 2, and set the Measured field to “external” to enable measurement data on the Split/Skill group and the associated Agents to be sent to Avaya CMS. Repeat this step for all Split/Skill groups that will be measured by Avaya CMS. change hunt-group 510

Page

2 of

3

HUNT GROUP Skill? y Expected Call Handling Time (sec): AAS? n Service Level Target (% in sec): Measured: external Service Objective (sec): Supervisor Extension: Service Level Supervisor?

180 80 in 20 20 n

Controlling Adjunct: none VuStats Objective: Timed ACW Interval (sec): Multiple Call Handling: none

Dynamic Queue Position? n

For the compliance testing, two Split/Skill groups with group numbers 510 and 520 were configured to be measured, as shown below. list hunt-group 510 count 2 HUNT GROUPS Grp No.

Grp Name/ Ext

510

Calabrio Skill 510 34510 ucd-mia y/E Calabrio Skill 520 34520 ucd-mia y/E

520

Grp Type

ACD/ MEAS Vec MCH

No. Cov Notif/ Dom Que Mem Path Ctg Adj Ctrl

Message Center

SK

none y

0

n

n

SK

none y

0

n

n

In the compliance testing, two agents with physical extensions 24511 and 24513 and logical extensions 35511 and 35513 were used as available agents for the above Split/Skill groups. list agent-loginID 35511 count 4 AGENT LOGINID Login ID

Name/ Extension

35511

Telecorp Agent 24511 Telecorp Agent 24513

35513

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Dir Agt COR Ag SO Skil/Lv Skil/Lv Skil/Lv Skil/Lv AAS/AUD Pr 1

lvl n

1

lvl n

510/01 / 520/01 /

/ / / /

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/ / / /

/ / / /

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4. Configure Avaya Call Management System The connectivity between Avaya CMS and Avaya Communication Manager is assumed to be in place and will not be described. In addition, these Application Notes assume the intra-hour interval is already administered. This section provides the procedures for the following: • Enable Generic-RTA interface • Check intra-hour interval Note that no special procedure is required to enable the customized historical data interface.

4.1. Enable Generic-RTA Interface Use a terminal emulator to connect to the Avaya CMS server, and log in with the proper credentials. Enter “cms” at the command prompt to display the MainMenu screen. Select the option that corresponds to the customized real-time agent interface created by Avaya CSI for Calabrio, in this case the option is Generic-RTA. Note that the actual option name may vary. Press the Enter key.

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The Generic-RTA Menu is displayed. Enter “2” followed by the Enter key, to stop the interface.

Enter “1” followed by the Enter key, to restart the interface.

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Enter “0” followed by the Enter key, to exit and return back to the main menu.

4.2. Check Intra-Hour Interval From the MainMenu screen, select System Setup > Storage Intervals and press the Enter key.

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The System Setup: Storage Intervals screen is displayed. Make certain that the administered intra-hour interval for the historical data is “30 minutes”, as this is required by the Calabrio Workforce Management server.

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5. Configure Calabrio Workforce Management This section provides the procedures for configuring Calabrio Workforce Management. The procedures include the following areas: • • • • • •

Administer real-time interface port Administer historical report directory Administer services Administer DNs Administer skills Administer agents

Note that configuration of Calabrio Workforce Management is typically performed by the Calabrio deployment engineers. The procedural steps are presented in these Application Notes for informational purposes.

5.1. Administer Real-Time Interface Port From the Calabrio Workforce Management server, open a Windows Explorer window, and navigate to the directory C:\Program Files\Calabrio\WFO_WFM\rtengine\bin, as shown below. Open the odysoftrtengine.ini file with an application such as Note Pad for editing.

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In the odysoftrtengine.ini file, set the server parameter to the TCP port number for the GenericRTA interface, in this case “6996”. Note that the TCP port number is provided by the Avaya CSI group. Click on File > Save from the menu bar to save the change.

5.2. Administer Historical Report Directory In the Windows Explorer window, navigate to the directory C:\Program Files\ Calabrio\ WFO_WFM\Capture\programs, as shown below. Open the P$AVAYA.CAL file with an application such as Note Pad for editing.

In the P$AVAYA.CAL file, set the ReportsDirectory parameter to the directory used for holding the historical data from the FTP server. Note that the directory may vary. Click on File > Save from the menu bar to save the change.

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5.3. Administer Skills Access the Calabrio Workforce Management web-based interface by using the URL “http://ipaddress:8087/c3” in an Internet browser window, where “ip-address” is the IP address of the Calabrio Workforce Management server. Log in using a valid user name and password with administrative privileges. The CALABRIO WORKFORCE MANAGEMENT screen is displayed, as show below.

Select Environment > Skills from the left pane, to display the Skill List screen in the right pane. Click on the New icon circled below, to create a new skill. The skills are descriptive names used to associate services with agents, and does not map directly to configured devices on Avaya Communication Manager.

The Skill Details screen is displayed in the right pane. Select the General tab. In the Name field, enter a descriptive name. Click the Save icon circled below to save the configuration. Repeat this procedure to add all desired skills. In the compliance testing, skills 510 and 520 were created.

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5.4. Administer Services Select Environment > Services from the left pane, to display the Service List screen in the right pane. Click on the New icon circled below, to create a new Service.

The Service Details screen is displayed in the right pane. Select the General tab. In the Number field, enter the first Split/Skill group number from Section 3.2. In the Description field, enter a desired description. Retain the default values in the remaining fields. Click the Save icon circled below to save the configuration.

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Select the Skills tab. Assign applicable skills to the service by selecting the skills from the Available Skills section, and use the right arrow to assign to the service. Click the Save icon circled below to save the configuration. Repeat this procedure to add the remaining Split/Skill groups. In the compliance testing, services 510 and 520 were created; skill 510 was assigned to service 510, and skill 520 was assigned to service 520.

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5.5. Administer DNs Select Environment > DN from the left pane, to display the DN List screen in the right pane. Click on the New icon circled below, to create a new DN.

The DN Details screen is displayed in the right pane. Select the General tab. In the Number field, enter the first VDN number from Section 3.1. In the Description field, enter a desired description. Check the Routed to Service field, and click the Save icon circled below to save the configuration.

Select the Services tab. Assign applicable service to the DN by selecting the service from the Available Services section, and use the right arrow to assign to the DN. Click the Save icon circled below to save the configuration. Repeat this procedure to add the remaining DNs. In the compliance testing, DNs 35510 and 35520 were created; service 510 was assigned to DN 35510, and service 520 was assigned to DN 35520.

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5.6. Administer Agents Select Environment > Agents from the left pane, to display the Agent List screen in the right pane. Click on the New icon circled below, to create a new agent.

The Agent Details screen is displayed in the right pane. Select the General tab. For the Log ID field, enter the first logical agent extension from Section 3.2, in this case “35511”. Enter desired values in the remaining fields, and click the Save icon circled below to save the configuration.

Select the Skills tab. Assign the agent to applicable skills by selecting the skills from the Skill List section, and use the right arrow to assign to the agent. Click the Save icon circled below to save the configuration. Repeat this procedure to add the remaining agents. In the compliance testing, agents 35511 and 35513 were created; skill 510 was assigned to agent 35511, and skill 520 was assigned to agent 35513. These skills assignments will associate the agents to the relevant services tied to the skills.

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6. Interoperability Compliance Testing The interoperability compliance test included feature and serviceability testing. The feature testing focused on verifying Calabrio Workforce Management parsing and displaying of VDN, Split/Skill, and Agent data from Avaya CMS. The serviceability testing focused on verifying the ability of the Calabrio Workforce Management server to recover from adverse conditions, such as stopping the Generic-RTA interface on the Avaya CMS server, and disconnecting the Ethernet cable to the Calabrio Workforce Management server. The serviceability testing also included recovery of historical data.

6.1. General Test Approach The feature test cases were performed manually. Incoming calls were made to the measured VDN, Split/Skill, and Agent to enable measurement data to be sent to Avaya CMS. Manual call controls and work mode changes from the agent telephones were exercised to populate specific fields in the database records. The serviceability test cases were performed manually by stopping/restarting the Generic-RTA interface, and by disconnecting/reconnecting the LAN cable to the Calabrio Workforce Management server. The verification of all tests included checking of proper display of data at the Calabrio Workforce Management server, and comparing the displayed data with the real-time and historical reports from the Avaya CMS server.

6.2. Test Results All test cases were executed. Below is a list of observations from the compliance test, which were reported to the Calabrio development team for analysis. 1. The agent total logged in time in minutes was truncated to hours on the Agent Productivity. 2. The total not ready time on the Agent Productivity report included only time in after-callwork, which was inconsistent with the definition of Not Ready on the Adherence report. 3. Intermittent exception errors from the agent Adherence report. 4. Total agent login and logout durations were incorrect on the Intraday Agent Login Logout report. 5. The occupancy ratio on the Agent Productivity report was incorrect.

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7. Verification Steps This section provides the tests that can be performed to verify proper configuration of Avaya CMS and Calabrio Workforce Management.

7.1. Verify Avaya Call Management System From the Avaya CMS server, follow the procedures in Section 4.1 to display the MainMenu. Verify the status of the connection to Avaya Communication Manager by selecting Maintenance > Connection Status, and press the Enter key.

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In the Maintenance: Connection Status dialog box, enter the corresponding ACD(s) number. For the compliance testing, the corresponding switch connection is ACD system “3”. Tab over to Find one and press Enter.

The Maintenance: Connection Status dialog box is updated with status information. Verify that the Session status is “data transfer” and “normal”, and that the Connection status is “operational”, as shown below.

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7.2. Verify Calabrio Workforce Management Prior to verifying Calabrio Workforce Management, make calls to the measured resources on Avaya Communication Manager, to enable measurement data to be sent to Avaya CMS.

7.2.1. Verify Real-Time Agent Data From the CALABRIO WORKFORCE MANAGEMENT screen, select Intraday > Adherence from the left pane, to display the Adherence screen in the right pane. In the upper right portion of the screen, select the appropriate service from the drop-down list, and use the left and right arrows to select the current date. Verify that the Adherence screen is updated with real-time agent data.

7.2.2. Verify Historical VDN Data Select Historical > DN from the left pane, to display the DN Historical Data screen in the right pane. Select the appropriate DN from the Select a DN drop-down list. Enter desired values into the Start Date and End Date fields. Retain the default value in the remaining field, and click Show Data. Verify that the screen is updated with historical VDN data.

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7.2.3. Verify Historical Split/Skill Data Select Historical > Service from the left pane, to display the Service Historical Data screen in the right pane. Select the appropriate service from the drop-down list in the upper right corner. Enter desired values into the Start Date and End Date fields. Retain the default value in the remaining field, and click Show Data. Verify that the screen is updated with historical Split/Skill data.

7.2.4. Verify Historical Agent Login/Logout Data Select Intraday > Adherence from the left pane, to display the Adherence screen in the right pane. In the upper right portion of the screen, select the appropriate service from the drop-down list, and use the left and right arrows to select a date from the past. Verify that the Adherence screen is updated with historical agent login/logout data.

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7.2.5. Verify Historical Agent Data Select Reports > Agent Productivity from the left pane, to display the Agent productivity screen in the right pane. Enter desired values into the Start Date and End Date fields. Select the desired filters, agent, interval, and report type as shown below. Click Get Report.

Verify that the Agent Productivity report is displayed in a pop-up window, and that the report is filled with historical agent data.

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8. Support Technical support on Calabrio Workforce Management can be obtained through the following: • Phone: 1-800-303-1248 • Email: [email protected]

9. Conclusion These Application Notes describe the configuration steps required for Calabrio Workforce Management to interoperate with Avaya Call Management System, via the customized real-time and historical call measurement data interfaces provided by Avaya CSI. All feature and serviceability test cases were completed. There were five observations from the compliance test, as noted in Section 6.2.

10. Additional References This section references the product documentation relevant to these Application Notes. • Administrator Guide for Avaya Communication Manager, Document 03-300509, Issue 3.1, February 2007, available at http://support.avaya.com. • Avaya Call Management System Switch Connections, Administration, and Troubleshooting, Document ID 07-300739, February 2006, available at http://support.avaya.com. • Administrator Guide for Avaya Communication Manager, Document 03-300509, Issue 3.1, February 2007, available at http://support.avaya.com. • Calabrio Workforce Optimization Suite Workforce Management Administrator User Guide 8.3, February 26, 2008, available as part of the Calabrio Workforce Management software install.

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©2008 Avaya Inc. All Rights Reserved. Avaya and the Avaya Logo are trademarks of Avaya Inc. All trademarks identified by ® and ™ are registered trademarks or trademarks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners. The information provided in these Application Notes is subject to change without notice. The configurations, technical data, and recommendations provided in these Application Notes are believed to be accurate and dependable, but are presented without express or implied warranty. Users are responsible for their application of any products specified in these Application Notes.

Please e-mail any questions or comments pertaining to these Application Notes along with the full title name and filename, located in the lower right corner, directly to the Avaya DevConnect Program at [email protected].

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