Article 10079: Integrating Blue Pumpkin Director Enterprise or Director Professional with TASKE Contact

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Summary

This article provides instruction for integrating Blue Pumpkin^® Director Enterprise 3.3, Director Enterprise 4.5 or Director Professional 3.3 with TASKE Contact. The instructions this article includes are:

• adding the integration utilities to the TASKE Console Tools menu

• performing the integration between Director Enterprise or Director Professional and TASKE Contact

• changing the TASKE Integration Server startup type to automatic

• using the Blue Pumpkin Reporter to export historical Contact data to Director Enterprise or Director Professional

The integration of Blue Pumpkin Director Enterprise or Director Professional and TASKE Contact creates a channel for exporting Contact agent data and historical call volume data to the Blue Pumpkin product. The Blue Pumpkin products use this information to produce real-time agent adherence reports.

Note: to perform this integration, the site license must have the Blue Pumpkin Historical option enabled and the Agent adherence integration level must be set to advanced. Check your license options by clicking the Advanced button on the License tab of the TASKE Information Server. If these options are not enabled, contact TASKE Technology to inquire about these options.

Adding the Integration Utilities to TASKE Console

Entries to the Microsoft^® Windows registry adds two integration utilities to the Tools menu of TASKE Console. These utilities are the Blue Pumpkin Integration Wizard and Blue Pumpkin Reporter.

Note: the following tasks must be completed on the TASKE server computer. A system restart will be required.

The TASKE FTP site provides a registry file that contains the necessary registry information. Running this file will add all necessary entries to the registry. Use the link below to run the registry file from the FTP site and add the registry entries to the Windows registry. Reboot the computer to add the new menu items to TASKE Console.

TASKE Contact Version 8.5: ftp://ftp.taske.com/Support/Misc downloads/BluePumpkin Files/bputil.reg

TASKE Contact Version 8.7 or 8.8: ftp://ftp.taske.com/Support/Misc downloads/BluePumpkin Files/bputil-87.reg

Performing the Integration

From the TASKE server computer, open TASKE Console and select Blue Pumpkin Integration Wizard from the Tools menu to launch the TASKE / Blue Pumpkin Integration Wizard. Use the instructions provided in the wizard to complete the integration. Key points are provided below.

Note: the integration must be completed on the TASKE server computer. The TASKE Integration Server must be restarted before the integration will take effect.

Real-Time Agent Adherence Configuration

Use the Real-Time Agent Adherence (RTAA) Configuration pages to provide Director Enterprise or Director Professional with a real-time stream of real-time agent adherence data.

RTAA data transfer - choose the desired settings for the transfer of real-time agent adherence data.

Disabled	this option disables the transfer of real-time agent adherence data to the Blue Pumpkin product.
Use CMM Adapter	this option is only valid for Director Enterprise 4.5. Do not select this option for Director Enterprise 3.3 or Director Professional 3.3. Verify that the port number is correct. The default setting for this port is 12000. This is the port the Director Enterprise client uses to connect to the TASKE Integration Server.
Use BPAE Adapter	this option is required for Director Enterprise 3.3 and Director Professional 3.3 and is recommended for Director Enterprise 4.5. Verify that the port number is correct and input the IP address of the Blue Pumpkin Exchange Server. The default port setting is 2000.

Historical Reporting Configuration

Use the Historical Reporting Configuration pages to set up periodic updates of historical Contact data to the Blue Pumpkin product.

Report interval - the report intervals are 15 or 30 minutes. Contact will generate and send the Blue Pumpkin product a report of the historical data for each interval throughout the day.

Delay by - if desired, input the number of minutes to delay the generation of the report for each interval. Contact only credits completed calls. Delaying the generation of the report allows calls that began during the interval to complete before the report is generated. For instance, if you select a 15 minute interval and set the delay to 20 minutes, a report that includes data up to 10:00 AM will generate at 10:20 AM, at 10:35 AM, a report containing data up to 10:15 AM will generate, and so on.

Report on - these settings are inherited from the Real-Time Agent Adherence Configuration page and changing the settings here also change the settings on that page.

File reports in - enable the TASKE data folder option to store the reports in a temporary location for transfer via FTP. This is the default option. Enable the This folder option and input a local or network location for storing the reports. Use this setting if you intend to save copies of the reports after transferring them via FTP.

Use alternate Average Handling Time calculation - this option is applicable to Mitel Networks telephone systems only. Enable this option to use the following calculation to calculate the average handling time: AHT = (ACD Time + NonACD Time + Outbound Time + Makebusy Time) / ACD Calls. For more information on this click the More info... button in the wizard.

Calculate After-Call Work Time using - these options are applicable to Mitel Networks telephone systems only. Enable the agent work time check box when the telephone system is set up to automatically place agents in the work time state after the completion of a call.

Enable the agent makebusy time when makebusy is started check box to receive make busy state information in addition to the work time state information or if the automatic work time setting is shut off on the telephone system and agents use the make busy state to complete post-call work.

FTP settings - if you do not know the information required to set up the FTP data transfer, contact your network administrator.

Note: the FTP password is saved on the TASKE server computer in unencrypted, plain-text format.

Save local copies of report files - enable this option to maintain local copies of the reports sent to the Blue Pumpkin product. If this check box is disabled, the reports saved to the location set for filing reports are deleted when the files are transferred via FTP.

Configuration Completed

When the configuration is complete, return to TASKE Console and restart the TASKE Integration Server to apply the changes.

Changing the TASKE Integration Server Startup Type to Automatic

The TASKE Integration Server must be running for the data generation and exchange to occur between TASKE Contact and Director Enterprise or Director Professional. By default, the Integration Server is set to a manual startup type. This must be changed to automatic to ensure the data transfers occur on schedule.

To change the startup type of the Integration Server, open Console and select TASKE Integration Server from the list of components. Select Properties from the Action menu to open the TASKE Integration Server Properties window. Select Automatic from the Startup type list.

Using Blue Pumpkin Reporter to Export Contact Historical Data

Blue Pumpkin Reporter is the second utility added to the Tools menu of TASKE Console. Running this utility from the TASKE server computer allows you to manually export Contact historical data for periods when one or more Contact or Blue Pumpkin server components were offline; preventing data transfer.

To launch Blue Pumpkin Reporter, open TASKE Console and select Blue Pumpkin Reporter from the Tools menu. Use the calendar tool to select a date and click Request Data to export the Contact data for that date to the Blue Pumpkin product. The bottom section of the page displays the status of the request. If the utility is unable to generate the data, ensure all required Contact server components are started.