Article 10081: Integrating IEX TotalView with TASKE Contact

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Summary

This article provides instruction for integrating IEX TotalView^® 3.5.x with TASKE Contact. The instructions this article includes are:

• adding the integration utilities to the TASKE Console Tools menu

• performing the integration between TotalView and Contact

• changing the TASKE Integration Server startup type to automatic

• using the IEX Reporter to export historical Contact data to TotalView

The integration of TotalView and TASKE Contact creates a channel for exporting Contact agent data and historical call volume data to TotalView. TotalView uses this information to produce real-time agent adherence reports.

Note: to perform this integration, the site license must have the IEX TotalView Integration 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 IEX Integration Wizard and IEX 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 (iexutil.reg) that contains the necessary registry information. Running this file will add all necessary entries to the registry. Use the link below to run iexutil.reg 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.

ftp://ftp.taske.com/Support/Misc downloads/iexutil.reg

Performing the Integration

From the TASKE server computer, open TASKE Console and select IEX Integration Wizard from the Tools menu to launch the TASKE / IEX 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 Configuration page to provide TotalView with a real-time stream of real-time agent adherence data.

Real-Time server IP port - verify that the port setting is correct. The default setting for this port is 6999. This is the port the TotalView client uses to connect to the TASKE Integration Server.

Client password - this is the password the TotalView client sends to the TASKE Integration Server when trying to connect.

Keep-alive heart beat rate - the default for this setting is 15 seconds. This setting determines the frequency that the TotalView client and the TASKE Integration Server exchange messages to verify the validity of their connection.

Historical Reporting Configuration

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

Report interval - the report intervals are 15 or 30 minutes. Contact will generate and send TotalView 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.

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 TotalView. 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.

Credit Work Time for Agent-Call Type data using - these options are for Mitel Networks telephone systems only. Enable the agent work time check box if you want work time state information. By default this option is enabled. Use this setting 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 make busy time check box if you want make busy state information. By default this option is disabled. Use this setting 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.

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 IEX TotalView. 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 IEX Reporter to Export Contact Historical Data

IEX 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 TotalView server components were offline; preventing data transfer.

To launch IEX Reporter, open TASKE Console and select IEX 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 TotalView. 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.