OneContact WFO

 

 

A request that was rejected appears as approved. How can we fix it?

Check if WFO was upgraded. If WFO was upgrade prior to the reported situation, clean the browser's history/cache and recheck.

If the history/cache cleaning didn't solve the situation, contact Collab's support with the following information:

  • The agent name that created this situation.
  • The supervisor that attempted the request rejection.
  • Detailed steps taken by the supervisor.

 

 

An agent that was removed from a plan, keeps appearing on that plan. How can we fix it?

Check if WFO was upgraded. If WFO was upgrade prior to the reported situation, clean the browser's history/cache and recheck.

If the history/cache cleaning didn't solve the situation, contact Collab's support with the following information:

  • The agent name that was removed.
  • The supervisor that attempted to remove the agent.
  • Detailed steps taken by the supervisor to remove the agent.
  • The plan where the agent was removed from.

 

 

 

 

 

 

Logs aren't stored in the proper path. Why is that?

In OneBackOffice -> System Administration -> Trace, the paths defined are where WFO, Import Service, and OneContactScheduleService logs will be stored. The setup in the Web.config is ignored.

Tracepaths.png

 

 

 

 

I'm getting an error, generating a plan. What can I do?

If you get a pop-up like the one below, when generating a plan:
errorgeneratingplane.png

This situation is due to a Firewall or network pollicy external to WFO setup. To solve it:

  • When this popup appears, do not click Ok and let the plan generation finish.
  • When the plan finishes generating, refresh the OnePlan website and Open the generated plan.
    Note: In order to check if a plan finished generating, check in the most recent OnePlan .log file, example:
    loggeneratingplane.png

 

 

Import service from OneContact isn't working. What can I do?

If in OneBackOffice import service from OneContact isn't working, please, check the following:

  1. Make sure the service is installed and running.
    https://support.collab.com/hc/en-us/articles/360001360094#install
  2. Make sure the connection is properly configured.
    https://support.collab.com/hc/en-us/articles/360001360094#new
  3. It's recommended to use the WFO installation machine IP, not localhost:
    01.png

On versions 2.1.0.40 and above:

  • Check versionhistory table on OneContactWFO database, e.g.:
    select * from OneWorkForceProvisioning.dbo.VersionHistory
  • Ensure the seven .dlls common to WFO and Import Service are the same as the ones in the most recent WFO folder.