Import Service

Import Service is a Windows service, responsible for importing periodically data from a Contact Center into OneContactWFO database. To update Services\Agents\Teams\Supervisors\Skills in OneContactCC must be manually imported in OneBackOffice, from a start to end date, from a OneContactCC database into OneContactWFO database.

After an import, Services\Agents\Teams\Supervisors\Skills and mappings should be generated in OneBackOffice from a OneContactCC database into OneContactWFO database.

This windows service will only update agents states and calls for  OneContactCC Agents imported from OneContactCC into OneContactWFO database. On this article you can find:

 

Installation 

The former requirement is achieved by:

  • Run, in the cmd.exe, as administrator:
    sc create <servicename> binpath="<pathtobinaryexecutable>"

    E.g., sc create "Import Service" binpath="C:\OneWorkForce2.1\Import Service\OneWorkForceImportService.exe"

 

Configuration 

On the Import window you can import configurations, integrating OneWorkForce with your Contact Center.

OneBackoffice_import.png

On the import configurations you can:

 

Create a new import configuration

To create a new import configuration:

  • Click on NewImport_new_button.png.
  • A pop-up will appear:

NewImport_popup.png

  • Insert the import configuration name (mandatory).
  • Select the type of contact center system from the drop-down menu.
  • Insert the webservice. Synchronization Web Service which is custom built to integrate with the contact center system (mandatory).
  • Insert the pooling period (The period in minutes between each request to the contact center for call and agent stats) (mandatory).
    • If you selected OneContact, as Type, the pop-up will expand:
      NewImport_popup_exp.png
    • Insert instance.
    • Insert the OneContact Web Service.
    • Insert a Not Ready Reason.
    • Check if Timeclock will be used.
  • Click Create to apply changes and close the pop-up window.
    Note: The imported configuration will be displayed on the Imported Configuration list.

 

Delete an imported configuration

To delete an imported configuration:

  • Select the import configuration, from the Import Configuration list.
  • Click on NewImport_delete_button.png.
  • A pop-up will appear, asking for delete confirmation:
    NewImport_delete_popup.png
  • Click Yes to proceed with the importe configuration deletion and close the pop-up.
    Note: Check if you want to permanently remove the import configuration.

 

Import data from an imported configuration

To import data:

  • Select the import configuration, from the Import Configuration list.
  • Click on NewImport_import_button.png.
  • A pop-up will appear:
    NewImport_import_popup.png
  • Select the data to import, in Operation, from the drop-down menu.
  • Select the service to import entities from, from the drop-down menu.
  • Insert the star date to import the entities.
  • Insert the end date to import the entities.
  • Click OK, to proceed with the entities importation and close the menu.
    Note: the imported entities will be displayed on the Imported Entities list.
Warning: The import data from an imported configuration will not work if you have the OneContactWFO on the cloud.

The imported configurations are displayed on a list:

OneBackoffice_import_list.png

On the Import Configuration list, you can see the following information:

  • Name - The name of the Import Configuration.
  • Type - The contact center system (Collab's OneContactCC, Nortel Symposium, Cisco IPCC, Other).
  • Web Service - Synchronization Web Service which is custom built to integrate with the contact center system.
  • Pooling Period - The period in minutes between each request to the contact center for call and agent stats.
  • Last Import Interaction - The date and time of the last imported interaction.
  • Last Import Agent State - The date and time of the last imported agent state event.
  • Instance - OneContact's instance (only available if the type is OneContact).
  • OneContact Web Service - Synchronization Web Service (only available if the type is OneContact).
  • Not Ready Reason - Indicates a Not Ready Reason.
  • Uses Timeclock - Shows if the timeclock is being used.
    Note: Some fields are editable. Double click on the field to change the value and press Enter or click outside the field to apply changes.

 

To deactivate an Imported Configuration:

  • Double-click on Deactivate_button.png on the row of the selected Import Configuration.
  • The button will turn Deactivated_button.png and the Import Configuration is deactivated.

 

Imported Entities list

This is the list of entities you have in the contact center: Services, Agents, Teams, Supervisors and Skills:

OneBackoffice_entities.png

On the Entities list there are the following buttons:

Refresh.png - Retrieves the latest data from the contact center.

Warning: The refresh button will not work if you have the OneContactWFO on the cloud.

NewImport_delete_button.png - Allows you to remove entities from the list. If that entity exists in the contact center, when you press the Refresh button it will appear again.

Map_service.png - Maps an import service, agent, team or skill of the contact center to a OneWorkForce service. You can Remap Historical Data for that service from a specified date.

 AutoMap.png - Creates or maps in OneWorkForce the entities you have in your import lists.

 

In the Import Agents view, Inactive_agent.png indicates that the agent is deleted or put inactive in the contact center. If the user deletes or puts inactive an import agent in this view, the corresponding mapped agent will be put in the inactive state.

Note: If you have a cloud based contact center, click here, to know how to install and configure the Cloud Import Service.