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TASKE Support Knowledge Base

Summary

This article provides instruction for integrating Impact 360 Workforce Optimization with TASKE Contact. To perform this integration, the site must be licensed for Impact 360 (previously known as Blue Pumpkin) Integration.  Contact TASKE to purchase a license for the Impact 360 Integration if you have not already done so. Refer to our FAQ for information on how to find what components are included in your license.

The following will require a system restart. This will temporarily stop data collection. All system restarts should occur outside of the normal business hours to prevent data loss.

Performing the Integration

Perform the following steps on the TASKE server computer:

  1. Add the Integration Utilities to TASKE Console Tools menu by adding the appropriate entries to the Windows registry
    1. Run the appropriate registry file to automatically add the necessary entries to the registry: 32 bit:  ftp://ftp.taske.com/Support/Misc downloads/BluePumpkin Files/bputil32.reg 64 bit: ftp://ftp.taske.com/Support/Misc Downloads/BluePumpkin Files/bputil64.reg
    2. Restart the TASKE server computer for these changes to take effect
  2. Select Blue Pumpkin Integration Wizard from the Tools menu of TASKE Console to launch the TASKE / Blue Pumpkin Integration Wizard.
    1. Use the Real-Time Agent Adherence (RTAA) Configuration pages to provide Impact 360 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.
        • Disabledthis option disables the transfer of real-time agent adherence data
        • Use CMM Adapter– verify the port number is correct
        • Use BPAE Adapter – verify the port number is correct
    2. 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.
  3. When the configuration is complete, return to TASKE Console and restart the TASKE Integration Server to apply the changes.
  4. Change the TASKE Integration Server startup type to automatic *
    1. Select TASKE Integration Server from the list of components in TASKE Console.
    2. Select Properties from the Action menu to open the TASKE Integration Server Properties window.
    3. Select Automatic from the Startup type list.
  5. [Optional] Manually export Contact historical data for periods when one or more server components were offline, preventing data transfer
    1. Select Blue Pumpkin Reporter from the Tools menu in TASKE Console
    2. Use the calendar tool to select a date and click Request Data to export the Contact data for that date. 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.

* The TASKE Integration Server must be running for the data generation and exchange to occur. 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.

Configure Impact 360 for Real-Time Integration

Configuring the Impact 360 product to integrate with TASKE Contact includes identifying the code for each Contact state.

The table below shows the states provided by TASKE and the recommended mappings.

TASKE Agent State Code Blue Pumpkin Mapping
Logged In 26 Login
Logged Out 27 Logout
Mode Change 28 Ignore
Unknown 1100 Ignore
On a Call 1101 Login
Work Time 1102 Login
Make Busy – Do Not Disturb 1103 Login
Make Busy – Not Ready 1104 Login
Do Not Disturb 1105 Login
Idle 1106 Login
Logged Out 1107 Logout

Applies to:

Telephone Systems:

  • All

Tags:

administrationregistry

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