Aspect eworkforce Management Perform Installation Guide 7.2

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1 Aspect eworkforce Management Perform Installation Guide 7.2

2 2008 Aspect Software, Inc. All Rights Reserved. Unauthorized Reproduction Prohibited By Law. The content of this publication is furnished for informational use only, is subject to change without notice, and should not be construed as a commitment by Aspect Software, Inc. Aspect Software, Inc. assumes no responsibility or liability for any errors or inaccuracies that may appear in this publication. Aspect Software, Inc. reserves the right to change information in this publication without notice, as a result of product enhancements or other reasons. Aspect, Aspect Software, Aspect CallCenter, Spectrum, Aspect Customer Self Service, Unison, Unison Predictive Dialer, Conversations, Conversations Predictive Dialer, Enterprise Contact Server, Contact Server, EnsemblePro, Unified IP, Uniphi Suite, PerformanceEdge, eworkforce Management, RightForce, RightForce Workforce Management, Analyzer, Campaign Optimizer, Enterprise Campaign Manager, Aspect Quality Management, Aspect Performance Management, Unified Command and Control, DataMart, and LYRICall are either trademarks or registered trademarks of Aspect Software, Inc., in the United States and/or other countries. Use of any Aspect Software, Inc. trademark is subject to express written pre-approval from Aspect Software, Inc. Any other brands, product names, company names, logos, trademarks, and/or service marks used in this publication are the property of their respective owners. The works of authorship contained in this publication, including but not limited to all design, text and images and the software described herein, are owned, except as otherwise expressly stated, by Aspect Software, Inc., or its affiliates or licensors. The entire contents of this publication are protected by United States and worldwide copyright laws and treaty provisions. In accordance with these terms, except as stated above, you may not copy, reproduce, modify, use, republish, upload, post, transmit or distribute in any way material from the publication. Further, you may not copy, modify or display any of Aspect Software, Inc. s or its affiliates trademarks, tradenames or logos appearing in this publication in any way without Aspect Software, Inc. s express written consent. Aspect Software, Inc. assumes no responsibility or liability for any errors or inaccuracies that may appear in this publication. Except as permitted by such license, no part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by any means, electronic, or otherwise, without the prior written permission of Aspect Software, Inc. RESTRICTED RIGHTS LEGEND This publication is provided with Restricted Rights. No part of this publication may be photocopied, reproduced or transmitted, in any form or by any means, without the prior written consent of Aspect Software, Inc. Use, duplication, or disclosure by the United States Government is subject to the restrictions set forth in DFARS (c)(1)(ii) and FAR Use of the materials by the Government constitutes acknowledgement of Aspect s proprietary rights in them. Aspect Software, Inc. is located at 300 Apollo Drive, Chelmsford, MA 01824, USA. EXPORT REQUIREMENTS This item is subject to U.S. export control laws and regulations. This item may not be exported, re-exported, re-transferred, disclosed or otherwise diverted contrary to U.S. export control laws and regulations. NO WARRANTY THE CONTENTS OF THIS PUBLICATION ARE PROVIDED AS IS WITHOUT WARRANTY OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF QUALITY, MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT. ASPECT SHALL NOT BE LIABLE FOR ANY DAMAGES SUFFERED AS A RESULT OF USING THE CONTENTS OF THIS PUBLICATION. IN NO EVENT SHALL ASPECT BE LIABLE FOR ANY INDIRECT, PUNITIVE, SPECIAL, INCIDENTAL, OR CONSEQUENTIAL DAMAGE (INCLUDING LOSS OF BUSINESS, REVENUE, PROFITS, USE, DATA OR OTHER ECONOMIC ADVANTAGE) HOWEVER IT ARISES, WHETHER FOR BREACH OR IN TORT, EVEN IF ASPECT HAS BEEN PREVIOUSLY ADVISED OF THE POSSIBILITY OF SUCH DAMAGE. BECAUSE SOME JURISDICTIONS PROHIBIT THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, THE ABOVE LIMITATION MAY NOT APPLY TO YOU. PROGRAMMING AND USE OF PRODUCTS THE PRODUCTS DESCRIBED IN THIS DOCUMENTATION CAN BE USED AND PROGRAMMED IN A WIDE VARIETY OF WAYS BASED UPON THE REQUIREMENTS OF YOUR PARTICULAR TECHNOLOGY ENVIRONMENT AND BUSINESS NEEDS. NOTWITHSTANDING THE USE OF EXAMPLES IN THE DOCUMENTATION OR THE PROVISION OF PROFESSIONAL SERVICES BY ASPECT, ASPECT RESELLERS OR ANY THIRD PARTY ENGAGED BY ASPECT, IT IS IN ALL CASES THE USER'S RESPONSIBILITY TO ENSURE THAT THE PRODUCTS ARE PROGRAMMED AND USED IN ACCORDANCE WITH ALL APPLICABLE LAWS AND REGULATIONS AND IN A MANNER THAT DOES NOT VIOLATE THE INTELLECTUAL PROPERTY AND OTHER RIGHTS OF ANY THIRD-PARTY. Part Number: A Date: December 2, 2008

3 Contents About This Guide v Audience v Organization of This Guide v 1. Pre-Installation Order of Installation Tasks Pre-Installation Tasks Installing Aspect eworkforce Management Creating an RTAListen User Account Creating Database Users For Oracle For SQL Server Creating a Common Document Folder (Optional) Installing Installing the Real-Time Adherence Server Preparing to Install or Upgrade the Server Uninstalling the Server Uninstalling the Client Installing the Server Upgrading the Server Running the Server Upgrade Program Saving Configuration Settings Creating a Real-Time Adherence Server Instance Configuring Server Instance Settings Configuring ACD Instance Settings Installing the Real-Time Adherence Client Preparing to Install or Upgrade the Client Installing the Client Installing with the Wizard Installing from the Command Prompt Installing from a Vista Machine Upgrading the Client Perform Installation Guide Aspect Confidential iii

4 Contents 3. Post-Installation Real-Time Adherence Tasks Creating Local Accounts for Users Creating a Backup User Account (Optional) Other Tasks (Aspect Unison Predictive Dialer) Setting Up ACD Database Connectivity Configuring an ODBC System DSN Verifying the Installation Prerequisites Logging In Retrieving Employee Data Selecting Employees for the Workspace Viewing Employee Details Verifying Changes to Official Schedules Agent Productivity Tasks Creating and Installing an AP Instance Creating an AP Instance Installing an AP Instance Editing an AP Instance Creating AP Formula Sets Editing an AP Formula Set Verifying the Installation Prerequisites Logging In Verifying the Presence of Data A. Real-Time Adherence Pre-Installation Checklists A-1 iv Aspect Confidential eworkforce Management

5 About This Guide This guide explains how to install and configure Aspect eworkforce Management Perform. Perform is an enhancement package that consists of two applications: Real-Time Adherence and Agent Productivity. Audience This guide is intended for anyone who installs or configures Perform. You must have experience working with the following technologies: Aspect eworkforce Management Network administration Database administration Organization of This Guide This guide is organized as follows: Chapter 1, Pre-Installation, gives the order of installation tasks for Perform and provides procedures for the pre-installation tasks. Chapter 2, Installing, describes how to install Perform, including the installation of the Real- Time Adherence server and client software. Chapter 3, Post-Installation, describes post-installation tasks for Real-Time Adherence and Agent Productivity, Appendix A, Real-Time Adherence Pre-Installation Checklists, provides a checklist that can help your installation of Real-Time adherence proceed more smoothly. Perform Installation Guide Aspect Confidential v

6 About This Guide vi Aspect Confidential eworkforce Management

7 1 1. Pre-Installation This chapter explains the pre-installation of Perform. 1.1 Order of Installation Tasks To install Perform, install Real-Time Adherence only. There is no installation procedure required for Agent Productivity, because it was installed automatically when you installed Aspect eworkforce Management. Tasks 1 through 4 apply only to Real-Time Adherence. Task 5 applies to Real-Time Adherence and Agent Productivity. Installing Perform requires that you complete the following tasks in the order presented: 1. Verify that the Real-Time Adherence server and Real-Time Adherence workstations meet the minimum requirements specified in the Aspect eworkforce Management Planning Guide. 2. Print the Real-Time Adherence pre-installation checklist found in Appendix A, Real- Time Adherence Pre-Installation Checklists. 3. Following the instructions in Pre-Installation Tasks, perform the tasks and write down the information needed to complete the pre-installation checklist. 4. Install the Real-Time Adherence server software as described in Installing the Real-Time Adherence Server. 5. Complete the post-installation tasks described in Chapter 3, Post-Installation. 1.2 Pre-Installation Tasks This section describes some of the tasks that you need to complete before installing the Real- Time Adherence software. For tasks on the checklist that are not included in this section (such as recording Aspect eworkforce Management server information), contact your system administrator or network administrator, or use the documentation that came with the software or hardware. The following sections describe pre-installation tasks: Installing Aspect eworkforce Management Creating an RTAListen User Account Creating Database Users Perform Installation Guide Aspect Confidential 1-1

8 1. Pre-Installation Creating a Common Document Folder (Optional) Installing Aspect eworkforce Management Before installing Real-Time Adherence, do the following: 1. Install the Aspect eworkforce Management 7.2 server software on the Aspect eworkforce Management main application server. 2. Install the Aspect eworkforce Management 7.2 client software on the Real-Time Adherence server. For instructions, see the Aspect eworkforce Management Installation Guide Creating an RTAListen User Account Create a login ID for the Real-Time Adherence server software. Use RTAListen as the user name and a secure password. Create this account locally on the Real-Time Adherence server, or, if your network uses the Windows 2000/2003 domain model, use a domain login ID. (For instructions on creating a user account, see Creating Local Accounts for Users on page 3-1.) The RTAListen login ID must: Be a local administrator on the Real-Time Adherence server. Have the following special user rights on the Real-Time Adherence server: Log On As A Service, and Act As Part Of The Operating System. Note: When using nested global groups in Active Directory with Real-Time Adherence, the account under which the RTAListen service is running must have Read access to Active Directory users and groups Creating Database Users To retrieve Aspect eworkforce Management data, Real-Time Adherence logs in to your Aspect eworkforce Management database like any other user. Therefore, you must create a database user account for Real-Time Adherence in your RDBMS. Note: If more than one Real-Time Adherence server logs in to a database, use a different user name for each server (for example, use RTAListen1, RTAListen2, and so on). The procedure for adding a database user varies depending on whether your organization uses Oracle or SQL Server. For more detailed instructions than are provided below, see the Aspect eworkforce Management Installation Guide For Oracle If your Aspect eworkforce Management installation uses the Oracle 11g relational database management system, use the following procedure to create Aspect eworkforce Management database users. 1-2 Aspect Confidential eworkforce Management

9 Pre-Installation Tasks To create a database user account: 1. Install the Oracle 11g client software on the Real-Time Adherence server, and configure it to access the Aspect eworkforce Management database. 2. Assign the TCS_CLIENT role to the RTAListen database user For SQL Server If your Aspect eworkforce Management installation uses the SQL Server 2005 relational database management system, use the following procedure to create Aspect eworkforce Management database users. To create a database user account: 1. Install the SQL Server 2005 client software on the Real-Time Adherence server. 2. Install SQL Server 2005 Service Pack 2. This software is available from the Microsoft website. 3. Assign the TCS_CLIENT role to the RTAListen database user Creating a Common Document Folder (Optional) Each Real-Time Adherence client creates Real-Time Adherence document files that contain user-specific settings and preferences. These document files are stored in a document folder. The path to this folder is specified, and can be changed, during installation of the Real-Time Adherence client. You can store Real-Time Adherence document files on individual user workstations or in a central location other than the Real-Time Adherence server. Using a single location for all client documents that is, a common client document folder offers some advantages. One advantage is keeping users independent of workstations. With a common client document folder, each user s Real-Time Adherence documents are available for Real-Time Adherence regardless of the workstation that the user logs in to. Note: For best results, do not create a common folder on the Real-Time Adherence server for client documents, or for any other documents. Real-time employee data processing places a heavy load on Real-Time Adherence server hardware. Adding file server duties to this computer can degrade real-time performance. If you use a common folder for all client documents, create the folder on a server other than the Real-Time Adherence server. Configure the folder as a shared folder so that all Real-Time Adherence users have access to it. To use a common client document folder, specify the path during the server installation. A typical path to a common client document folder, where MainAppServer is the primary Aspect eworkforce Management application server, is: \\MainAppServer\WFMData\RTAData\RTAClientDocs (Do not include a trailing backslash.) Perform Installation Guide Aspect Confidential 1-3

10 1. Pre-Installation 1-4 Aspect Confidential eworkforce Management

11 2 2. Installing This chapter explains how to install Perform. 2.1 Installing the Real-Time Adherence Server Use the instructions in this section to install the Real-Time Adherence server software on the computer designated as your Real-Time Adherence server. Prior to installation, review and complete the Appendix A, Real-Time Adherence Pre-Installation Checklists to make sure that you have all the information you need for installation. Each ACD to which the Real-Time Adherence server software connects must be configured to enable Real-Time Adherence to retrieve data. Contact your ACD administrator for help with this task. If you perform Real-Time Adherence software installations and upgrades, you must be an administrator on the Real-Time Adherence server and on all Real-Time Adherence user workstations. If you maintain the Real-Time Adherence user list, or add or remove Real-Time Adherence users and administrators, you must be an administrator on the Real-Time Adherence server. Caution: Do not install Real-Time Adherence software on a server that has disabled the internal generation of short (8.3) filenames. (Specifically, the Windows registry key NtfsDisable8dot3NameCreation must be left at its default value of 0.) Preparing to Install or Upgrade the Server If you have not previous installed Real-Time Adherence on the server, go to Installing the Server on page 2-2. If the version of Real-Time Adherence installed on your Real-Time Adherence server is 7.0 or later and you are upgrading to the current version, go to Upgrading the Server on page 2-3. If the version of Real-Time Adherence installed on your Real-Time Adherence server is earlier than 7.0 and you are upgrading to the current version, do the following: 1. Uninstall your existing Real-Time Adherence server and client software 2. Install the 7.2 version of the server software, which automatically installs the 7.2 client software on the Real-Time Adherence server simultaneously Upgrading Real-Time Adherence to 7.2 from a version earlier than 7.0 is not supported. Perform Installation Guide Aspect Confidential 2-1

12 2. Installing Uninstalling the Server To uninstall the Real-Time Adherence server software: 1. Using Add/Remove Programs in the Windows Control Panel, remove RTA Server. 2. Locate and manually delete the acd_name.per file (if present), where acd_name identifies your ACD. By default, this file is located in the following folder, where alias name is the database alias associated with Real-Time Adherence server instance: C:\Program Files\Aspect\RTA\alias name\rtatemp If Real-Time Adherence uses more than one ACD, delete each.per file. 3. After uninstalling the server software, uninstall the Real-Time Adherence client software. This procedure is described in the next section Uninstalling the Client To uninstall the Real-Time Adherence client software: 1. Using Add/Remove Programs in the Windows Control Panel, remove the Real-Time Adherence client program. (Depending on your version of the software, this file may be named Aspect Real-Time Adherence or RTA Client.) 2. Locate and manually delete any remaining files in the following folder, where x is the drive letter on the workstation where the Real-Time Adherence files are installed: x:\program Files\Aspect\RTA After uninstalling the client software, restart the Real-Time Adherence server Installing the Server Run the installation program to install the Real-Time Adherence server software. The program installs the Real-Time Adherence client on the server simultaneously, with no additional user interaction required. Note: The Real-Time Adherence server requires a static TCP/IP address. You cannot use Dynamic Host Configuration Protocol (DHCP). To install the Real-Time Adherence server software: 1. Log in to the Real-Time Adherence server as an administrator. 2. Insert the Aspect eworkforce Management Perform 7.2 Software CD into the CD drive. If enabled, the CD AutoPlay feature opens the Real-Time Adherence installation program. If AutoPlay is not enabled, use Windows Explorer to locate and double-click the file Setup.exe. The Welcome dialog box of the installation wizard opens. 3. Click Next. The Installation Directory dialog box opens. 2-2 Aspect Confidential eworkforce Management

13 Installing the Real-Time Adherence Server 4. Do one of the following to specify the directory where the installation files will be installed: To accept the default installation directory, click Next. To specify another installation directory, click the folder icon, browse and select the destination folder, and click OK. The Custom Setup dialog box opens. 5. Select the RTA Server radio button. The ewfm Main Application Server dialog box opens. 6. Type the name of your main Aspect eworkforce Management application server in the field and click Next. If necessary, refer to your System Information Checklist for this information. (For a copy of the checklist, see Appendix A.) The installation wizard verifies that the application server name is an Aspect eworkforce Management main application server with compatible Aspect eworkforce Management software installed. The Ready To Install dialog box opens, giving you the option to review your installation settings. 7. Click Install. The Installing Real-Time Adherence dialog box opens, with a progress bar showing the status of the installation. When the wizard has successfully installed Real-Time Adherence, the Installation Complete dialog box opens. 8. Click Finish to exit the wizard. When you have finished installing the server software, go to Creating a Real-Time Adherence Server Instance on page Upgrading the Server To upgrade the server software, do the following: 1. Run the Real-Time Adherence server upgrade program 2. Save the configuration settings of Real-Time Adherence server instances Running the Server Upgrade Program The Real-Time Adherence server upgrade program is part of the server installation program. Access the upgrade program from the installation program. To upgrade the Real-Time Adherence server software: 1. Log in to the Real-Time Adherence server as an administrator. 2. Insert the Aspect eworkforce Management Perform Software CD into the CD drive. If enabled, the CD AutoPlay feature opens the Real-Time Adherence installation program. Perform Installation Guide Aspect Confidential 2-3

14 2. Installing If AutoPlay is not enabled, use Windows Explorer to locate and double-click the file Setup.exe. The Welcome dialog box of the upgrade wizard opens. 3. Follow the prompts. No other user interaction is required Saving Configuration Settings Use the Real-Time Adherence Configuration utility to save the configuration settings of all Real-Time Adherence server instances. To save configuration settings for a server instance: 1. Launch the Real-Time Adherence Configuration utility by selecting Start > (All) Programs > Aspect > RTA Server Configuration. 2. In the RTA Configuration window, select a Real-Time Adherence server instance and click Edit. The Edit RTA Server Instance dialog box opens. 3. Do one of the following: If your server instance is not an Aspect Unison Predictive Dialer 7.1, go to step 4. If your server instance is an Aspect Unison Predictive Dialer and you are upgrading from a version of Real-Time Adherence earlier than 7.1, edit the ACD Time Zone parameter to specify the time zone for the dialer. Otherwise, go to step Click Save. The utility installs the server instance. When this is complete, the RTA Configuration dialog box opens. Note: If a message appears stating that services were unable to be stopped, wait one minute and click Save again. 5. Close the RTA Configuration dialog box. The upgrade of the Real-Time Adherence server is complete Creating a Real-Time Adherence Server Instance After installing the Real-Time Adherence software, use the Real-Time Adherence Configuration utility to create instances of the Real-Time Adherence server. To create a Real- Time Adherence server instance, do the following: 1. Specify settings for a Real-Time Adherence server instance. 2. Configure one or more ACD instances for that server instance Configuring Server Instance Settings With this procedure, you specify settings relating to Aspect eworkforce Management database and application servers, the network port, the client document path, and other settings. To specify server instance settings: 2-4 Aspect Confidential eworkforce Management

15 Installing the Real-Time Adherence Server 1. Launch the Real-Time Adherence Configuration utility by selecting Start > (All) Programs > Aspect > RTA Server Configuration. The RTA Configuration dialog box opens. 2. Click Add. The Edit RTA Server Instance dialog box opens. Perform Installation Guide Aspect Confidential 2-5

16 2. Installing 3. In the Server Instance Settings group box, type the server parameters using the following descriptions: Parameter Application Server Tally Server Database Alias Integrated Security Database User Aspect eworkforce Management main application server name. Note: This is a read-only parameter. Name assigned to the computer where the Aspect eworkforce Management Tally Server service is installed. If your installation contains multiple Tally Servers, use the drop-down list to select the appropriate Tally Server for this RTA server. Alias of the Aspect eworkforce Management database that Real-Time Adherence uses. If you do not know the database alias, contact your Aspect eworkforce Management administrator. Select the check box to enable users to log in to Real- Time Adherence with their Windows account. User name that Real-Time Adherence uses to log in to the Aspect eworkforce Management database, typically RTAListen. This is the database user name you added for RTAListen. (See Creating Database Users on page 1-2.) 2-6 Aspect Confidential eworkforce Management

17 Installing the Real-Time Adherence Server Parameter Database Password Password that Real-Time Adherence will use to log in to the Aspect eworkforce Management database with the database user name specified previously. You assigned this password to the user name that you added when you created an RTAListen User account. (See Creating Database Users on page 1-2.) Confirm Password Network Port IP Address Admin Group User Group Create Groups Auto Start Native Mode Active Directory Use Client Doc Path Type the value for Database Password again. Network port that this instance of RTAListen is to use. Real-Time Adherence clients use this port when connecting to this Real-Time Adherence server instance. Port 7655 is the default port number for the first instance. TCP/IP address of the computer on which you are currently installing the Real-Time Adherence server software. Note: This is a read-only parameter unless the Real- Time Adherence server has multiple network adapters. If so, select the IP address from the drop-down list. Name of the local user group for Real-Time Adherence administrators on the Real-Time Adherence server. Typically, RTAAdmin. Name of the local user group for Real-Time Adherence users on the Real-Time Adherence server. Typically, RTAUser. Select to have Real-Time Adherence create the Real- Time Adherence administrator and Real-Time Adherence user local groups as part of creating the Real-Time Adherence instance. Real-Time Adherence assigns names to these local groups as specified in the Admin Group and User Group fields. (You must then add users to the groups. See Creating Local Accounts for Users on page 3-1.) Select to start this Real-Time Adherence instance automatically whenever the Real-Time Adherence server is restarted. Select to use nested global groups configured in a native mode Active Directory. Select to use a common client document folder. (See Creating a Common Document Folder (Optional) on page 1-3.) Specify a path to the folder for client document files by typing the path in the field below, or by clicking the Browse button and navigating to the folder. Perform Installation Guide Aspect Confidential 2-7

18 2. Installing Parameter Log On As Click to display the Log On As dialog box. Here you can choose to have the Real-Time Adherence server run under one of the following: The local system account (select Local System Account option) A named account (select This Account option) To use a named account, type the user name and password for this account in the fields provided. Whenever you save a change to the Edit Real-Time Adherence Server Instance dialog box, the Log On As dialog box is displayed for authentication. See also Creating an RTAListen User Account on page Click Save. After installing the server software, you can use the Real-Time Adherence Configuration utility to add or modify an ACD instance at any time. You can also use the Real-Time Adherence Configuration utility to establish connections from a single Real-Time Adherence server to many distinct Aspect eworkforce Management databases. In effect, these connections create multiple instances of the RTAListen service on that Real-Time Adherence server, an arrangement called a multitenant installation. By adding Aspect eworkforce Management databases, different business groups within your organization can use the same Real-Time Adherence server for processing, but will only have access to data for their own group Configuring ACD Instance Settings With this procedure, you configure an ACD instance for a Real-Time Adherence server. Note: The term ACD instance, as used in this guide, refers to a range of telephony devices, including automatic call distributors (ACDs), predictive dialers, and related devices such as Aspect Unified IP. To add an ACD instance: 1. Launch the Real-Time Adherence Configuration utility by selecting Start > (All) Programs > Aspect > RTA Server Configuration. The RTA Configuration dialog box opens. 2. In the RTA Server Instances/Databases list, select the server/database pair to which you want to add an ACD instance, and click Edit. The Edit RTA Server Instance dialog box opens, showing the settings and ACD instances, if any, currently associated with the server instance. (See picture following step 2 on page 2-5.) 3. Below the ACD Instances list, click Add. The Choose ACD Type dialog box opens. 4. In the drop-down list, select the ACD type and click OK. The Edit <ACD Type> dialog box opens, showing parameters appropriate to your ACD type. 2-8 Aspect Confidential eworkforce Management

19 Installing the Real-Time Adherence Server 5. Configure the following common parameters (that is, parameters common to all ACD types): ACD Parameter ACD Instance Type a code for the ACD instance associated with this ACD. See your Aspect eworkforce Management administrator for this code. Or, in the Aspect eworkforce Management client, open the ACD/Contact Server Instances module (by selecting Configuration > Data Capture > ACDs/Contact Servers) and find the code for your ACD instance in the list on the right. ACD Timeout (secs) Primary (Sync) ACD Enter the number of seconds allowed to elapse with no data from this ACD or dialer instance before Real-Time Adherence notifies all Real-Time Adherence clients with a message to that effect. Select the check box to make Real-Time Adherence use this ACD instance for clock synchronization. All other ACDs or dialers associated with this Real-Time Adherence server instance will report time based on this ACD instance. Only one ACD or dialer instance associated with a Real-Time Adherence server instance can be the primary (sync) ACD. 6. Configure the ACD-specific parameters for your new ACD instance as follows: To add Go to Aspect CallCenter ACD step a on page 2-10 Aspect Conversations Predictive Dialer step b on page 2-11 Aspect Spectrum ACD step c on page 2-11 Aspect Unified IP 6.0 step d on page 2-12 Aspect Unified IP 5.2 step e on page 2-13 Aspect Unison Predictive Dialer step f on page 2-13 Avaya CMS step g on page 2-14 Bell Atlantic Genesys ACD step h on page 2-15 Intecom ACD step i on page 2-16 Nortel Networks Meridian MAX ACD step j on page 2-16 Nortel Networks Symposium ACD (RTD or RSM) step k on page 2-16 Pegasus ACD step l on page 2-18 Siemens ACD step m on page 2-18 Teloquent ACD step n on page 2-19 Universal ACD step n on page 2-19 VU-ACD step p on page 2-20 Perform Installation Guide Aspect Confidential 2-9

20 2. Installing a. To add an Aspect CallCenter ACD instance, complete the following information, and click OK. Parameter CallCenter Name Enter a name of up to eight letters and numbers (no spaces or special characters) for Real-Time Adherence to use when connecting to the Aspect CallCenter ACD MIS (Real-Time Bridge). Real-Time Adherence (through an Aspect Software add-on) uses this name to look up the ACD MIS IP address. If you have two Aspect CallCenter ACDs that are configured as primary and backup, use the Real-Time Adherence utility to add only the primary ACD. CallCenter ID ACD Primary IP Address Do not edit unless your Aspect Technical Services representative advises otherwise. The IP address of the primary controller. The IP address you supply is added to the Hosts file. For example, if your Aspect CallCenter Name is AspectCC, then the Real-Time Adherence Configuration Utility sets up an AspectCC_P Hosts file entry. ACD Backup IP Address The IP address of the backup controller. The IP address you supply is added to the Hosts file. For example, if your Aspect CallCenter Name is AspectCC, then the Real-Time Adherence Configuration Utility sets up an AspectCC_B Hosts file entry. Use Reason Codes Select to enable Real-Time Adherence to retrieve, process, and display Aspect CallCenter reason codes associated with each employee s ACD state. You must also configure the ACD to send reason codes. Note: All Aspect CallCenter ACDs must use the same reason codes and reason code numbers. If they do not, then Real-Time Adherence will use the reason codes associated with the first Aspect CallCenter ACD that you configure here. Enable AP Listen Include Seconds Destination File ACD Time Zone (Ignore this field. To obtain Agent Productivity login/ logout reports, use Aspect Workforce Management Adapter 3.0.) (Ignore this field.) (Ignore this field.) (Ignore this field.) 2-10 Aspect Confidential eworkforce Management

21 Installing the Real-Time Adherence Server b. To add an Aspect Conversations Predictive Dialer instance, complete the following information, and click OK. Parameter Host Name Port Name of the Aspect Conversations Predictive Dialer system. Port number that Real-Time Adherence uses to connect to the Aspect Conversations Predictive Dialer system. In most cases, it is not necessary to change the port number. Configure In HOSTS File If you select this check box, the Real-Time Adherence Configuration utility adds entries (in the HOSTS file on the Real-Time Adherence server) for the values you specify in the Host Name and IP Address fields. If you clear this check box, configure the IP address for the Host Name parameter elsewhere, such as in the Domain Name System (DNS). Clearing this check box disables the IP Address field. IP Address IP address associated with the Host Name parameter. The IP Address field is enabled only if the Configure In HOSTS File check box is selected. c. To add an Aspect Spectrum ACD instance, complete the following information, and click OK. Parameter Remote IP Address Network address of the Transaction Link. See your ACD administrator or network administrator. Remote Port TCP/IP port number that Real-Time Adherence uses to connect to the Transaction Link. See your ACD administrator or your Aspect Technical Services representative for this information. Note: Real-Time Adherence requires specific Transaction Link settings to work with the Aspect Spectrum ACD. Your ACD administrator can apply the required settings. For each Class Of Service that includes employees to monitor in Real-Time Adherence, apply the following settings: HOSTFLAG=Y HOSTAGNTCFG=Y Perform Installation Guide Aspect Confidential 2-11

22 2. Installing d. To add an Aspect Unified IP 6.0 instance, complete the following information, and click OK. Parameter Unified IP Version IP Address Port Backup IP Address Backup Port Site Name Tenant Name Reason Code Site ID Enable AP Listen Include Seconds Destination File ACD Time Zone Aspect Unified IP version that you want to connect to. In the drop-down list, select 6.0 or higher. IP address of the Aspect Unified IP primary DBI server. Port number to connect to on the primary DBI server. IP address of the Aspect Unified IP backup DBI server. Port number to connect to on the backup DBI server. SiteName of the site from which you want to collect data. TenantName of the tenant for which you want to collect data. Site ID you have assigned to this Aspect Unified IP instance: Value of zero (0) preserves the site ID embedded in the reason code Non-zero value replaces the side ID embedded in the reason code with this value Select to enable AP Listen. When selected, Real- Time Adherence creates an Agent Productivity login/ logout report that is based on how you have configured Aspect Unified IP reason codes in Real- Time Adherence. Note: This parameter requires an ACD setup task in Aspect eworkforce Management. Ask your Aspect Technical Services representative to perform this setup task. Select the check box if you want your Agent Productivity login/logout information to be reported at a resolution of one second. Clear the check box if you prefer a resolution of one minute. Note: This field is available only if you select Enable AP Listen. Define the path and file name for Real-Time Adherence to use when writing the Agent Productivity login/logout report. Note: This field is available only if you select Enable AP Listen. Select the time zone in which your ACD instance operates. Note: This field is available only if you select Enable AP Listen Aspect Confidential eworkforce Management

23 Installing the Real-Time Adherence Server e. To add an Aspect Unified IP 5.2 instance, complete the following information, and click OK. Parameter Unified IP Version IP Address Port Enable AP Listen Include Seconds Destination File ACD Time Zone Aspect Unified IP version that you want to connect to. In the drop-down list, select 5.2. IP address of the Aspect Unified IP DMS server. Port number to connect to on the DMS server. (Ignore this field. The functionality is reserved for future use.) (Ignore this field. The functionality is reserved for future use.) (Ignore this field. The functionality is reserved for future use.) (Ignore this field. The functionality is reserved for future use.) f. To add an Aspect Unison Predictive Dialer, complete the following information, and click OK. Parameter Admin Server IP Address Address of the administration server for the Aspect Unison Predictive Dialer system. Real-Time Adherence retrieves the real-time Aspect Unison Predictive Dialer state data from this server. Admin Server Port Port number of the administrative API port configured on the Aspect Unison Predictive Dialer administration server. Default value is DSN Name DB Server Logon OBDC system data source name for the Aspect Unison Predictive Dialer database. Database account that Real-Time Adherence uses to log in to the Aspect Unison Predictive Dialer database. This database account must have access to the event and configuration databases. DB Server Password Confirm Password Password associated with the DB Server Logon account. Type the DB Server Password again. Perform Installation Guide Aspect Confidential 2-13

24 2. Installing Parameter Use Reason Codes Enable AP Listen Include Seconds Destination File ACD Time Zone Select to enable Real-Time Adherence to retrieve, process, and display Aspect Unison Predictive Dialer reason codes associated with each employee s ACD state. Note: You must also configure the ACD to send reason codes. Select to enable AP Listen. When selected, Real- Time Adherence creates an Agent Productivity login/ logout report that is based on how you have configured Aspect Unison Predictive Dialer reason codes in Real-Time Adherence. (See preceding parameter, Use Reason Codes). Note: This parameter requires an ACD setup task in Aspect eworkforce Management. Ask your Aspect Technical Services representative to perform this setup task. Select the check box if you want your Agent Productivity login/logout information to be reported at a resolution of one second. Clear the check box if you prefer a resolution of one minute. Note: This field is available only if you select Enable AP Listen. Define the path and file name for Real-Time Adherence to use when writing the Agent Productivity login/logout report. Note: This field is available only if you select Enable AP Listen. Select the time zone in which your ACD operates. g. To add an Avaya CMS (Lucent) ACD instance, complete the following information, and click OK. Parameter Connection Type Network Port Extended Split/Position Select the appropriate connection type. Network LAN connection between the Real-Time Adherence server and the ACD. Serial Serial cable connection between the Real- Time Adherence server and the ACD. Based on the preceding selection, enter the port number: For Network, enter the TCP/IP port number to which the Avaya ACD connects. (See your ACD administrator for the port number.) For Serial, type the COM port number on the Real- Time Adherence server where the ACD connects. Select to extend the Skill/Split field length to 4 digits and the Position field length to 7 digits Aspect Confidential eworkforce Management

25 Installing the Real-Time Adherence Server Parameter Use Reason Codes Enable AP Listen Include Seconds Destination File ACD Time Zone Select to enable Real-Time Adherence to retrieve, process, and display Avaya AUX codes associated with each employee s ACD state. Note: You must also configure the ACD to send AUX codes. Select to enable AP Listen. When selected, Real-Time Adherence creates an Agent Productivity login/logout report that is based on how you have configured Avaya AUX codes in Real-Time Adherence. (See preceding parameter, Use Reason Codes.) Note: This parameter requires an ACD setup task in Aspect eworkforce Management. Ask your Aspect Technical Services representative to perform this setup task. Select the check box if you want your Agent Productivity login/logout information to be reported at a resolution of one second. Clear the check box if you prefer a resolution of one minute. Note: This field is available only if you select Enable AP Listen. Define the path and file name for Real-Time Adherence to use when writing the Agent Productivity login/logout report. Note: This field is available only if you select Enable AP Listen. Select the time zone in which your ACD operates. Note: This field is available only if you select Enable AP Listen. h. To add a Bell Atlantic Genesys ACD (Verizon ForceLink) instance, complete the following information, and click OK. Parameter Port TCP/IP port number that the Bell Atlantic Genesys (Verizon ForceLink) ACD uses to connect to the Real- Time Adherence server. See your ACD administrator or your Bell Atlantic support representative for this information. Perform Installation Guide Aspect Confidential 2-15

26 2. Installing i. To add an Intecom ACD instance, complete the following information, and click OK. Parameter Call Center User ID that Real-Time Adherence uses to log in to your Intecom ACD. User ID associated with a password that serves as login ID for your Intecom ACD. Ask your ACD administrator to set up and provide you with a Real-Time Adherence login on the ACD. Remote IP Address Network address of the Intecom ACD MIS. See your ACD administrator or network administrator for this information. Server Password Password that Real-Time Adherence uses to log in to the ACD. See your ACD administrator for this information. Confirm Password Destination Port Type the value for Server Password again. TCP/IP port number to which the Intecom ACD expects Real-Time Adherence to connect. See your ACD administrator for this information. j. To add a Nortel Networks Meridian MAX ACD instance, complete the following information, and click OK. Parameter Local IP Address Remote IP Address Network address of the Real-Time Adherence server. Note: This is a read-only parameter unless the Real- Time Adherence server has multiple network adapters. If so, select the IP address from the drop-down list. Network address of the ACD MIS. See your network administrator or ACD administrator for this information. Destination Port The TCP/IP port number for Real-Time Adherence to use to connect to the ACD. See your ACD administrator or Nortel Networks support representative for this information. k. To add a Nortel Networks Symposium ACD instance, complete the following information, and click OK. The parameters in the following table are valid for both the Real-Time Data (RTD) and Real-Time Statistic Multicast (RSM) protocols. Parameter Symposium Protocol Select the Real-Time Data (RTD) or Real-Time Statistic Multicast (RSM) protocol Aspect Confidential eworkforce Management

27 Installing the Real-Time Adherence Server Parameter Server Logon Name (Enabled for RTD protocol only.) User name that Real- Time Adherence uses to log in to the Nortel Networks Symposium ACD, typically RTAListen. Ask your ACD administrator for the name. Remote IP Address/ Multicast IP Address If you selected RTD as the Symposium Protocol, this field is labeled Remote IP address. Type the network address assigned to the ACD MIS. See your ACD administrator or network administrator for this information. If you selected RSM as the Symposium Protocol, this field is labeled Multicast IP Address. Type the Multicast IP address to which the Nortel Networks Symposium system is configured to broadcast real-time statistics. (The default value is ) Consult your ACD administrator for more information. Server Password (Enabled for RTD protocol only.) Password associated with the Server Logon Name. See your ACD administrator for this information. Note: Your ACD administrator must create the login account (user name and password) identified above on the Symposium Call Center Server (SCCS) before using Real-Time Adherence. Confirm Password Multicast Port (Enabled for RTD protocol only.) Type the value for Server Password again. (Enabled for RSM protocol only.) Multicast port to which the Nortel Networks Symposium system is configured to broadcast real-time statistics. Default value is Consult your ACD administrator for more information. Server ID (Enabled for RSM protocol only.) Name of the Symposium system specified in Real-Time Statistic Multicast (RSM) packets. Contact your ACD administrator or Nortel Networks support representative for this information. Collect Reason Codes (Enabled for RTD protocol only.) Select to enable Real- Time Adherence to retrieve, process, and display Nortel Networks Symposium reason codes associated with each employee s ACD state. In addition to setting this parameter, you must also configure the ACD to send reason codes. Note: The RTD interface of the Nortel Networks Symposium ACD provides reason code information for versions 5.0 and 6.0. Reason code information is not available for version 4.2. Perform Installation Guide Aspect Confidential 2-17

28 2. Installing Parameter Enable AP Listen Include Seconds Destination File ACD Time Zone Select to enable AP Listen. When selected, Real-Time Adherence creates an Agent Productivity login/logout report that is based on how you have configured Nortel Networks Symposium reason codes in Real-Time Adherence. (See preceding parameter, Use Reason Codes.) Note: This parameter requires an ACD setup task in Aspect eworkforce Management. Ask your Aspect Technical Services representative to perform this setup task. Select the check box if you want your Agent Productivity login/logout information to be reported at a resolution of one second. Clear the check box if you prefer a resolution of one minute. Note: This field is available only if you select Enable AP Listen. Define the path and file name for Real-Time Adherence to use when writing the Agent Productivity login/logout report. Note: This field is available only if you select Enable AP Listen. Select the time zone in which your ACD operates. Note: This field is available only if you select Enable AP Listen. l. To add a Pegasus ACD instance, complete the following information, and click OK. Parameter Port TCP/IP port number that the Pegasus ACD uses to connect to the Real-Time Adherence server. See your ACD administrator or your Pegasus support representative for this information. m. To add a Siemens ACD instance, complete the following information, and click OK. Parameter Server Logon Name Remote IP Address User name that Real-Time Adherence uses to log in to the Siemens ACD MIS, typically RTAListen. Note: Your ACD administrator must create this login account on the Siemens ACD. The network address for Real-Time Adherence to use to connect to the ACD. See your ACD administrator or network administrator for this information Aspect Confidential eworkforce Management

29 Installing the Real-Time Adherence Server Parameter Server Password Password associated with the Server Logon Name parameter. See your ACD administrator for this information. Confirm Password Type the value for Server Password again. n. To add a Teloquent ACD instance, complete the following information, and click OK. Parameter Port TCP/IP port number that the Teloquent ACD uses to connect to the Real-Time Adherence server. See your ACD administrator or your Teloquent support representative for this information. o. To add a Universal ACD instance, complete the following information, and click OK. Parameter Port TCP/IP port number that the ACD uses to connect to the Real-Time Adherence server. See your ACD administrator or the support representative from your ACD vendor for this information. Unicode Enable AP Listen Include Seconds Select if you want Real-Time Adherence to interpret data from this ACD based on the Unicode character set (multiple bytes). Clear if you want Real-Time Adherence to interpret data from this ACD based on the ASCII character set (single byte). Select to enable AP Listen. When selected, Real- Time Adherence creates an Agent Productivity login/ logout report that is based on how you have configured Universal reason codes in Real-Time Adherence. (See preceding parameter, Use Reason Codes.) Note: This parameter requires an ACD setup task in Aspect eworkforce Management. Ask your Aspect Technical Services representative to perform this setup task. Select the check box if you want your Agent Productivity login/logout information to be reported at a resolution of one second. Clear the check box if you prefer a resolution of one minute. Note: This field is available only if you select Enable AP Listen. Perform Installation Guide Aspect Confidential 2-19

30 2. Installing Parameter Destination File ACD Time Zone Define the path and file name for Real-Time Adherence to use when writing the Agent Productivity login/logout report. Note: This field is available only if you select Enable AP Listen. Select the time zone in which your ACD operates. Note: This field is available only if you select Enable AP Listen. p. To add a VU-ACD instance, complete the following information, and click OK. Parameter CKW Codes Your Closed-Key Walk-away codes. Enter individual values or value ranges, for example, 1-10, 14, COM Port COM port number on the Real-Time Adherence server where the ACD connects. See your ACD administrator or network administrator for this information. 7. In the Edit RTA Server Instance dialog box, click Save to add the ACD instance or instances. 8. Use the Services manager to restart the RTAListen service. To open the Services manager, select Start > Administrative Tools > Services. After installing the server software, you can use the Real-Time Adherence Configuration utility to add or modify an ACD instance at any time. 2.2 Installing the Real-Time Adherence Client This section contains instructions for how to install the Real-Time Adherence client software on each user workstation. Before you begin, secure the following: The computer name of the Real-Time Adherence server Permissions to the Real-Time Adherence client software in the following shared folder, where RTAServer is the name of the Real-Time Adherence server where the installation files are stored: \\RTAServer\RTASetup 2-20 Aspect Confidential eworkforce Management

31 Installing the Real-Time Adherence Client Preparing to Install or Upgrade the Client The method you use to install or upgrade depends on the version of your Real-Time Adherence client program. If the Real-Time Adherence client is not installed on the workstation, go to Installing the Client on page (Ensure that the Real-Time Adherence 7.2 server software has been installed first. See Installing the Real-Time Adherence Server on page 2-1.) If the version of your Real-Time Adherence client program is 7.0 or later and you are upgrading to the current version, go to Upgrading the Client on page (Ensure that the Real-Time Adherence 7.2 server software has been installed first. See Installing the Real- Time Adherence Server on page 2-1.) If the version of your Real-Time Adherence client program is earlier than 7.0 and you are upgrading to the current version, uninstall your existing Real-Time Adherence server and client software and install the 7.2 version of each. For instructions, see Preparing to Install or Upgrade the Server on page 2-1. Upgrading Real-Time Adherence to 7.2 directly from a version earlier than 7.0 is not supported Installing the Client This section describes two ways to install the Real-Time Adherence client: Run the installation wizard from the Real-Time Adherence server Install from the Command prompt Installing with the Wizard To install the Real-Time Adherence client with the installation wizard, complete the following procedure on each workstation that will run the Real-Time Adherence client software. Before you begin, verify that no other applications are running on the client workstation. To install the client with the wizard: 1. Log in as an administrator on the workstation that will run the Real-Time Adherence client software. 2. Go to the following shared folder, where RTAServer is the name of the Real-Time Adherence server where the installation files are stored: \\RTAServer\RTASetup 3. Double-click the file Setup.exe. The Welcome dialog box of the installation wizard opens. 4. Click Next. The Installation Directory dialog box opens. 5. Do one of the following to specify the directory where the Real-Time Adherence client program will be installed: To accept the default installation directory, click Next. Perform Installation Guide Aspect Confidential 2-21

32 2. Installing To specify another installation directory, click the folder icon, browse and select the destination folder, and click OK. The Automatic Updates dialog box opens. 6. Do one of the following: To have Real-Time Adherence check for updates to the client program on each login, leave the check box selected and click Next. To skip the check for client updates at login, clear the check box and click Next. The Ready To Install dialog box opens. 7. Click Install. The Installing Real-Time Adherence dialog box opens, with a progress bar showing the status of the installation. When the wizard has successfully installed Real-Time Adherence, the Installation Complete dialog box opens. 8. Click Finish to exit the wizard Installing from the Command Prompt To install the Real-Time Adherence client from the command prompt (that is, silently ), complete the following procedure on each workstation that will run the Real-Time Adherence client software. Note: This method of installing the client can only be used for new (that is, original) installations of Real-Time Adherence. It cannot be used if the installation has ever been upgraded. Before you begin, verify that no other applications are running on the client workstation. To install the client from the command prompt: 1. Log in as an administrator on the workstation that will run the Real-Time Adherence client software. 2. Open the command prompt by selecting Start > Programs > Accessories > Command Prompt. 3. Type the following text (inserting a space at the end of each of the first two lines): msiexec -i <rta_msi_pkg> -l* %temp%\rta_setup.log IS=<main_app_srvr> AU=<Y/N> RS=<rta_srvr> TS=<tally_srvr> US=<updtr_srvr> INSTALLDIR=<tgt_path> -qb where: <rta_msi_pkg> is the location of the rta.msi file (typically located on the RTASetup shared folder) <main_app_srvr> is the name of the Aspect eworkforce Management main application server <Y/N> is a value associated with the AU (auto-update) parameter that enables or disables the Real-Time Adherence auto-update feature as follows: Y enables the feature N disables the feature 2-22 Aspect Confidential eworkforce Management

33 Installing the Real-Time Adherence Client <rta_srvr> is the name of the Real-Time Adherence server <tally_srvr> is the name of the Aspect eworkforce Management application server where the Tally Server service is installed <updtr_srvr> is the name of the Aspect eworkforce Management application server where the Updater service is installed <tgt_path> is the directory where you want to install Real-Time Adherence (This name=value item is optional. If it is omitted, Real-Time Adherence will be installed to the default installation directory.) Note also the following pertaining to the command line code: Items in UPPERCASE are case-sensitive. For the name=value items, the value must be put between double quotation marks if it contains a space. Similarly, if the location of the rta.msi file or installation directory contains a space, then the location must be put between double quotation marks. The group of name=value items (from IS to INSTALL DIR) can appear in any order. 4. Press ENTER Installing from a Vista Machine If you want to install Real-Time Adherence from a command prompt and you are logged in to a Vista machine as a member of the Administrators group (but not as the built-in Administrator), you must first open an elevated command prompt with Administrator privileges. To open an elevated command prompt: 1. Click on the Vista Start button. 2. In the Start Search box, type Cmd. 3. In the search result listing, right-click on Command Prompt. 4. In the shortcut menu, select the Run As Administrator option Upgrading the Client Complete the following procedure on each workstation that will run the Real-Time Adherence client. Before you begin, verify that no other applications are running on the client workstation. To upgrade the Real-Time Adherence client software: 1. Log in as an administrator on the workstation that will run the Real-Time Adherence client software. 2. Go to the following shared folder, where RTAServer is the name of the Real-Time Adherence server where the installation files are stored: \\RTAServer\RTASetup Perform Installation Guide Aspect Confidential 2-23

34 2. Installing 3. Double-click the file Setup.exe. The Welcome dialog box of the upgrade wizard opens. 4. Follow the prompts. No other user interaction is required Aspect Confidential eworkforce Management

35 3 3. Post-Installation This chapter describes the post-installation tasks for Perform, including those for Real-Time Adherence and Agent Productivity. 3.1 Real-Time Adherence Tasks To implement Real-Time Adherence, complete the tasks in this section Creating Local Accounts for Users Create local user accounts on the Real-Time Adherence server to allow users to log in to Real- Time Adherence. Then assign the users to the appropriate Real-Time Adherence user group. This procedure enables users to log in to Real-Time Adherence with a local account, although users can also log in with a domain account. During installation, the Real-Time Adherence Configuration Utility creates two user groups on the Real-Time Adherence server: An administrator group, with the default name RTAAdmin followed in some cases by the Aspect eworkforce Management database alias, such as RTAAdmin-EWFM2007. A user group, with the default name RTAUser followed in some cases by the Aspect eworkforce Management database alias, such as RTAUser-EWFM2007 To create Real-Time Adherence users: 1. On the Real-Time Adherence server, use Computer Management to create new user accounts. To access the Users folder: a. Right-click the My Computer icon on your desktop, and select Manage from the shortcut menu. b. In the Computer Management window, navigate to: Computer Management > System Tools > Local Users and Groups > Users c. In the menu, select Action > New User, and create each user. 2. In Computer Management, under Local Users and Groups, open the Groups folder and add the users you created to the Real-Time Adherence administrator group and the Real-Time Adherence user group. For more information, see Adding and Deleting Administrators and Users in the Perform User Guide. Perform Installation Guide Aspect Confidential 3-1

36 3. Post-Installation Creating a Backup User Account (Optional) Real-Time Adherence users who back up the Real-Time Adherence server using a tape drive that is attached to the server must have a user account. Create a login ID with the user name RTABackup, for example, and a secure password. Include the RTABackup user as a member of the local Backup Operators user group on the Real-Time Adherence server Other Tasks (Aspect Unison Predictive Dialer) Real-Time Adherence retrieves the initial state of agents from the Aspect Unison Predictive Dialer database, which is a Sybase database, rather than from the dialer itself. The tasks in this section enable communications between Real-Time Adherence and the database. If you are using an Aspect Unison Predictive Dialer, required post-installation tasks for the Real-Time Adherence server are: Setting Up ACD Database Connectivity Configuring an ODBC System DSN Setting Up ACD Database Connectivity In addition to retrieving data from the Aspect eworkforce Management database, Real-Time Adherence must retrieve additional data from the Aspect Unison Predictive Dialer database. This is a Sybase database. Enable communications between Real-Time Adherence and the Aspect Unison Predictive Dialer database by installing the appropriate database client software and configuring a Data Source Name (DSN) on the Real-Time Adherence server. To install the database client software: 1. On the Real-Time Adherence server, stop the RTAListen service, and close the Windows Event Viewer. 2. Install the Sybase client software. The Sybase client software is available from the Aspect Unison Predictive Dialer server or from the Aspect Workforce Management Adapter Report Generator 3.0 for Aspect Unison Predictive Dialer Software and Documentation CD Configuring an ODBC System DSN For each Aspect Unison Predictive Dialer interface that you want to install, configure an ODBC System DSN (Data Source Name) appropriate to the database for that interface. To configure a DSN: 1. Open the ODBC Data Source Administrator, located at the following path: Start > Programs > Administrative Tools > Data Sources (ODBC) 2. On the System DSN tab, click Add. 3-2 Aspect Confidential eworkforce Management

37 Real-Time Adherence Tasks 3. In the Create New Data Source dialog box, select Sybase ASE ODBC Driver, and click Finish. 4. In the ODBC Sybase Wire Protocol Driver Setup dialog box, on the General tab, type the name of the data source in the Data Source Name field. Example: Unison 5. In the field, type a description of your Data Source Name. 6. In the Network Library Name field, select Winsock from the drop-down list. 7. In the Network Address field, set the network address (that is, the IP address) of the Unison server in the following format: xx.xx.xx.xx, In the Database Name field, type the name of the database on the Sybase server, and click OK. If you need assistance with setting up a DSN, contact your Aspect Unison Predictive Dialer database administrator Verifying the Installation To verify your installation of Real-Time Adherence, complete the procedures in this section Prerequisites Before verifying your installation, make sure the following conditions are met: The Aspect eworkforce Management application server and database server are installed, and the software is configured. A valid RTA Administrator account for Real-Time Adherence and a valid user account for Aspect eworkforce Management have been created. (For instructions on setting up the Real-Time Adherence account, see the Perform User Guide.) Access is available to the servers where Aspect eworkforce Management and Real-Time Adherence are installed. In Aspect eworkforce Management, official schedules have been created for the day of the test. In Aspect eworkforce Management, ACD login IDs have been entered for each employee. (To enter ACD login IDs, open the Employee Information module, and select Employees > Employee Information.) Logging In Before verifying Real-Time Adherence has been installed correctly, log in to the software. To log in: Perform Installation Guide Aspect Confidential 3-3

38 3. Post-Installation 1. On the client workstation, launch Real-Time Adherence by selecting Start > (All) Programs > Aspect > RTA. The Real-Time Adherence Login dialog box opens. 2. In the Domain field, select a valid domain. 3. In the User Name and Password fields, type the user name and password for a Real- Time Adherence administrator account. 4. Click OK. The RTA Workspace Selection dialog box appears. If the Set Document Path dialog box appears instead, select the default document path that is displayed, and click OK. The RTA Workspace Selection dialog box then opens. 5. Select Open New Workspace, and click OK. When the main window appears, as shown in the following figure, you have logged in to Real-Time Adherence. Figure 3-1 Main Window of Real-Time Adherence Retrieving Employee Data Retrieve employee data so that you can make a change to the data in Aspect eworkforce Management. To retrieve employee data: 1. Log in to Real-Time Adherence using a Real-Time Adherence administrator account. For instructions, see Logging In on page In the main menu, select Tools > Administration > Employee Group Selection. The Employee Group Selection dialog box appears. 3-4 Aspect Confidential eworkforce Management

39 Real-Time Adherence Tasks In the Employee Groups section, you should see your Aspect eworkforce Management employee group trees. 3. Expand all groups in the tree, and select all the check boxes to select all groups. 4. Click OK. The main window is displayed. 5. In the main menu, select Tools > Administration > Data Retrieval And Status. The Data Retrieval And Status dialog box appears. 6. In the Database section, do the following: a. Select the Retrieve State/Segment Code Data Now check box. b. Select the Retrieve Employee/Segment Data Now check box. 7. Click OK. Real-Time Adherence retrieves the requested data from the Aspect eworkforce Management database, and the main window of Real-Time Adherence is displayed Selecting Employees for the Workspace Select employees for the workspace so that you can view employee details. To select employees for the workspace: 1. In the main menu, select View > Employee Selection. The Employee Selection dialog box opens. 2. Select the All Employees page, and select all employees as follows: a. Click in the list of names, and press CTRL-A. b. Right-click in the list of selected employees, and select Select/Deselect from the shortcut menu. A check mark is displayed in the Selected column for each employee. 3. Click OK. The main window is displayed Viewing Employee Details View employee details so that you can see an employee s official schedule. 1. Select View > Employee Detail. The Select Employee dialog box opens. 2. Click the Name drop-down button, and select an employee who has an official schedule in Aspect eworkforce Management. 3. Click OK. The Employee Detail window appears, showing details for the selected employee on the current date. A list of the employee s official segments appears in the Segments section Verifying Changes to Official Schedules Make changes to official schedules and verify that these changes are reflected in Real-Time Adherence. Perform Installation Guide Aspect Confidential 3-5

40 3. Post-Installation 1. Leave Real-Time Adherence running with the Employee Detail window open, and log in to Aspect eworkforce Management. 2. In Aspect eworkforce Management, make a change to this employee s official schedule for the current date, and save it. Use the Official Schedule Editor module, which you can access by selecting Tracking > Official Schedule Editor. An easy change to make is adding a Meeting segment. 3. Return to Real-Time Adherence (by making it the active window), and verify that the change you made is reflected in the Employee Detail window. The change should now be visible in the Segments section. If you see that the change, such as a new Meeting segment, now appears in the Segments list, then you have installed Real-Time Adherence correctly. 4. In Aspect eworkforce Management, delete the segment you just added. 3.2 Agent Productivity Tasks To implement Agent Productivity, complete the following tasks: 1. Create and install AP instances to generate Agent Productivity reports (see page 3-6). 2. Activate two Agent Productivity services: WFM AP Proc and WFM AP Parser. These are activated during the process of creating AP Instances. 3. (Optional) Create formula sets for your AP Instances (see page 3-11). 4. Verify the installation Creating and Installing an AP Instance You create and install AP instances to generate Agent Productivity reports. An AP instance describes a collection of settings for ACD data that Aspect eworkforce Management processes for the Agent Productivity application. AP instances must mirror ACD instances. Create an ACD instance before creating an AP instance; both instances must share settings. For instructions on how to create an ACD instance, see the Aspect eworkforce Management User Guide Creating an AP Instance Create or modify an AP instance anytime your ACD configuration changes. These changes can include adding a new ACD, modifying ACD settings such that reports or report intervals change, or modifying the way reports move from your ACD to Aspect eworkforce Management. In short, any modification or addition of an ACD instance would require a modification or addition of an AP instance. Note: Install AP instances from the Aspect eworkforce Management application server only. Log in to the application server and complete this procedure there. 3-6 Aspect Confidential eworkforce Management

41 Agent Productivity Tasks To create an AP instance: 1. Select Start > Settings > Control Panel. 2. Double-click Administrative Tools, and double-click the Services icon. 3. Select the following services, and click Stop. WFM Parser WFM AP Parser 4. Log in to Aspect eworkforce Management, and select Configuration > Data Capture > Agent Productivity. The Agent Productivity Instances view is displayed. 5. Right-click in the view, and select Add from the shortcut menu. Note: To create a new instance with only a few changes to an existing instance, select Copy instead of Add. The Agent Productivity Instance dialog box (General tab) opens. 6. Complete the following tasks on the General page: a. In the Code field, use the lookup button to select the code from a list of available ACD instances. After you specify a code, the system fills in other fields in the dialog box with settings from the corresponding ACD instance. You cannot change the fields. Fields include: ACD model, Site ID, Stream ID, and Time Zone. b. In the Formula Set field, use the lookup button to select from a list of available formula sets. (For more information about formula sets, see Creating AP Formula Sets on page 3-11.) 7. Click the Report Scripts tab. The Report Scripts dialog box opens. Perform Installation Guide Aspect Confidential 3-7

42 3. Post-Installation 8. Enter the following information in Report Scripts. a. Use the lookup button to select a report from the list of valid reports. After you specify the Report name, a list of Types (that is, script types), Variables, and Values opens in the bottom part of the window. The number of items in the list (and whether there are any at all) depends on the ACD model and on the report you specify. b. Click any items in the Value column you want to change, and type the appropriate value. You cannot change the values in the Type or Variable columns The following table describes script types. Script Type SIG Signature Script PROC Process Table Script This script type identifies an ACD report in a stream of ACD data. A typical variable for this script type is Title. The SIG script uses the Title variable to recognize the beginning of a report. This script type does all other required actions, including processing the data in the report identified by the SIG script, writing the data to a file so that ACDProc can copy it to the Aspect eworkforce Management database, and locating the end of the report. A typical variable for this script type is EndOfReport. The Proc script uses the EndOfReport variable to identify the last line of an ACD report, and determine when to stop processing. c. Repeat step a and step b for each report you want to set up for the specified ACD. Your site might not process all listed reports. Change only the appropriate variables for the reports that your site uses. 9. (Optional) If you want to configure the Advanced page, do the following: a. Click the Advanced tab. The Advanced dialog box opens. 3-8 Aspect Confidential eworkforce Management

43 Agent Productivity Tasks b. Click a cell in the Value column, and enter a value. The value defines an AP instance flag. Only flags valid for the selected ACD appear. Contact your Aspect Technical Services representative for help in changing these settings. 10.Click the Extra tab. The Extra dialog box is displayed. This dialog box displays extra reports defined for the ACD that is selected on the General tab. The following table describes column settings. Extra Report Settings Code Title The ACD Code this report is associated with. The title of the extra ACD report that Aspect eworkforce Management should process. Enter the title exactly as it appears on the ACD report. Perform Installation Guide Aspect Confidential 3-9

44 3. Post-Installation Extra Report Settings End of Report Filename The string (that is, a sequence of letters and/or numbers) that the ACD places at the end of the report to indicate that this is the end of the report. Enter the End of Report string exactly as it appears. Specifies the full path and file name that Aspect eworkforce Management uses to save this report. 11.To modify the extra report settings, do the following: a. Select a report, and click Edit. The Extra Report dialog box opens, showing the fields with their current settings. b. Type any changes you want to make, and click OK. 12.When you finish making additions or modifications to the AP instance, close the AP Instance dialog box. The new AP instance opens in the Agent Productivity pane. 13.Install the AP instance. For instructions, see Installing an AP Instance on page Installing an AP Instance After you create or modify an AP instance, install the instance to complete the creation process. To install an AP instance. 1. Complete the procedure for creating an AP instance. For instructions, see Creating an AP Instance on page Right-click the Agent Productivity AP Instance list and select Install ACD/AP Instances from the drop-down menu. The Install ACD/AP Instance dialog box opens. 3. Select the instances you want to install, and click OK. This step installs all AP Instances that were created or modified but not installed. When the ACD instance is installed, the ACD/AP Installer Log window is displayed Aspect Confidential eworkforce Management

45 Agent Productivity Tasks If the status for the AP Instance is not success, refer to the Message field to determine why the instance was not installed. 4. Select Start > Settings > Control Panel > Administrative Tools > Services. 5. Select the following services, and click Start. WFM Parser WFM AP Parser Editing an AP Instance To edit an AP Instance, follow the procedure shown in Creating an AP Instance on page 3-6 with the following exception: In step 5 on page 3-7, right-click an existing instance in the view, and select Edit in the shortcut menu Creating AP Formula Sets Formula sets are used by Aspect eworkforce Management to extract ACD data from ACD reports. Use a default formula set or add a formula set. To add a formula set: 1. Log in to Aspect eworkforce Management, and select Configuration > Data Capture > Formulas > Agent Productivity. The Agent Productivity Formulas view is displayed. 2. Right-click in the view, and select Add from the shortcut menu. The Formula Set (General Tab) dialog box is displayed. Perform Installation Guide Aspect Confidential 3-11

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