The Calabrio WFM server is most likely querying the Agent Activity Log at a timed interval. There should be a server in the environment where this all executes from. There should be 2 different applications running on the integration server, one that executes the queries to dump out the file and another one that does the actual upload to Calabrio. I think you can see the server name in the Calabrio Cloud webpage somewhere in the configuration.
Querying the agent activity log on a timed interval to get statuses can cause problems as status messages can sometimes appear out of order when you query the table. The other thing is the current status message is not written until the agent changes statuses so the statuses are always one behind. The other WFM integrations use an icelib application to set up status watches on the agents and as the status changes they are sent in real time. You may need to get Calabrio to build this real time adapter for the customer so the status messages show in real time.
EDIT: forgot the part about status messages being one behind.
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Mark Tatera
ConvergeOne
Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk.
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Original Message:
Sent: 07-12-2018 18:07
From: Tony Curoso
Subject: Calabrio integration
Does anyone have any experience integrating Calabrio with PureConnect? I have a customer that is using Calabrio for WFM and it is polling agent states. The Calabrio system is showing different Login status from ICBM and the actual state of the agent in PureConnect. Calabrio was not able/willing to say which methods they are using to query the PureConnect system. Any assistance is appreciated.
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Tony Curoso
American Telesource, Inc.
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