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TASKE Support Knowledge Base

Integrating IEX TotalView with TASKE Contact

Last Updated: 15-Feb-2012

Summary

This article provides instruction for integrating IEX TotalView® with TASKE Contact. 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. 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. Contact TASKE to purchase a license for the IEX 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/iexutil.reg 64 bit: ftp://ftp.taske.com/Support/Misc Downloads/iexutil64.reg
    2. Restart the TASKE server computer for these changes to take effect
  2. Select IEX Integration Wizard from the Tools menu of TASKE Console to launch the TASKE / IEX Integration Wizard
    1. Use the Real-Time Agent Adherence Configurationpage 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.
    2. Use the Historical Reporting Configurationpages 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.
  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 Contact or TotalView server components were offline; preventing data transfer.
    1. Select IEX 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 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.

* 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.


Applies to:

Telephone Systems:

  • All

Tags:

administrationIEXregistry

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