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Cisco Unified Workforce Optimization Workforce Management Installation Guide Release 11.5 First Published: July 28, 2016 Last Updated: March 6, 2020 Cisco Systems, Inc. www.cisco.com

THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB’s public domain version of the UNIX operating system. All rights reserved. Copyright 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS” WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. Cisco and the Cisco logo are trademarks or registered trademarks of Cisco and/or its affiliates in the U.S. and other countries. To view a list of Cisco trademarks, go to this URL: www.cisco.com/go/trademarks. Third-party trademarks mentioned are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (1110R) Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental. Workforce Management Installation Guide 2016, 2017, 2018, 2019, 2020 Cisco Systems, Inc. All rights reserved.

Contents Overview What's New in This Release 7 7 WFM Documentation 10 Workforce Management Services 11 Port Usage 12 WFM Jetty Service Ports System Requirements 13 15 Environment 15 WFM Server Hardware Requirements 15 HDD Partitioning 16 Deployment Capacity and Sizing 17 Memory Recommendations 17 Single Server Deployment Models 18 Single Server 100/300 Sizing 19 Single Server with Offboard SQL Server 200/600 Sizing 20 Single Server with Offboard SQL Server 400/1200 Sizing 21 Single Server with Offboard SQL Server 800/2400 Sizing 22 Approximating Additional Storage Requirements 23 Agent Adherence Detail Data 23 WFM in a Cisco UCS Environment 23 Server Operating System Requirements 24 Virtual Server Environment 24 Desktop Requirements 24 Third Party Software Requirements 24 Browser Requirements Configuration Data Requirements Before You Install WFM 25 25 27

Prerequisites 27 Active Directory 27 Cisco Unified Contact Center Express 27 GIS API 27 SMTP 28 SNMP 28 WFM 28 Installing Microsoft SQL Server 28 Creating a SQL Server Login for WFM 29 Installing SQL Server Native Client 30 Configuring Regional Settings 30 Configuring Firewall Port Exceptions 32 Disabling Internet Information Services for Windows Server 32 Installing WFM 35 Recommended Installation Paths 35 Order of Installation 35 Single Server/Onboard SQL Server Deployment 35 Single Server/Offboard SQL Server Deployment 36 SQL Server Considerations 37 SQL Server Clustering 37 Concurrent SQL Server Versions 37 Time Zone, Date, and Time 37 Installing a Base Release 38 Installing an Upgrade 39 Upgrading Systems with Pending Capture Requests 40 Installing an Update 41 Installing the Unified Workforce Optimization Notification Client 41 Manual Installation 42

Elevating User Privileges Automated Installation 43 43 Requirements 43 Recommended Deployment Preparation Model 44 Configuring the Notification Client Installation File 44 Repairing WFM 45 SNMP Integration 47 Definitions 47 SNMP Implementation 47 MIBs 48 Using MIBs 48 Generic Trap 48 Configuring WFM 51 WFM Database Step 52 Data Retention Periods Step 53 WFM Transaction Server Step 57 ACD Connection Step 57 Cisco Unified CCX ACD 58 Capture Settings 60 QM Connection Step 61 WFM Authentication Step 61 Configuring Active Directory Domains 63 Managing Active Directory Domains 65 Email Distribution Step 65 Monitoring and Notification Step 67 Configuring SNMP Notification 68 Enterprise Settings Step Configuring the Report Logo 69 71

Verifying the Connection to the Unified CCX Database 72 Configuring the iCalendar Service 73 Capturing Historical Data Capturing Cisco Unified CCX Historical Data Managing Certificates 75 75 77 Updating the WFM Signed Certificate 77 Generating Certificates with Active Directory 80 Installing Root and Intermediate Certificates on Client Desktops 86 Removing WFM 87 Removing an ET 87 Removing WFM Services 87

Overview The Workforce Management (WFM) InstallShield Wizard guides you through installing WFM. The installation includes these components: Installation Group Components Capture Services WFM Capture service Compile Services WFM Compile service iCalendar Service WFM iCalendar service Process Services WFM Forecast service WFM Request service WFM Schedule service Transaction Services WFM Real Time Engine (RTE) service WFM Adherence Conformance Calculator (ACC) service WFM Jetty service WFM Monitoring and Notification (MANA) service WFM Product Adapter service WFM Sync service These components are installed on a single server. See Server Configurations for more information. After you have successfully installed WFM into a properly configured Workforce Management environment, the basic functionality of WFM is ready to be configured for your use. Users access WFM through a web browser. For information about configuring WFM, see the Workforce Management Application User Guide. What's New in This Release WFM 11.5 includes the following new features: WFM 11.5(1) n Intraday Dynamic Scheduling feature n Workflows feature 7

Overview 8 n Audit Trail report n Support for Cisco Unified Contact Center Express Release 11.0 and 11.5 n Support for Windows 10 n Reporting functionality for non-interactive service queues n Option to capture real-time data for non-interactive service queues via native support or through GIS n Notifications page enables you to configure the types of alert notifications sent to users n Import and Export page enables you to import and export user, agent, and team data n WFO alerts and notifications now delivered via the Windows system tray and toaster popups n Ability to configure minimum/maximum hours per agent n Dynamic Availability feature n Range-based work conditions n Partial day schedule trades and offers n Ability to restrict agents from viewing other agents’ schedules n Ability to customize a supervisor’s ability to edit agent schedules either individually or by group n Ability to customize when agents can view specified weeks in future schedules n Ability to optimize lunches and breaks by service queue for better coverage n Redesigned Dynamic Scheduling Events feature n Added paging to the Agent Schedules page to make navigating a long list of agents easier n Added Calls Offered field to the View and Edit Historical Data page n Added coverage information for non-interactive service queues in the Schedule, Reforecast, and Intraday Data coverage drawers on the Agent Schedules page n Strategic Forecasts features has been moved to the Planning application, and new metrics have been added to strategic forecasts n New alert types have been added: agent notifications for schedule changes, schedule reminders, and request status changes n Forecast editing functionality has been expanded to allow users to make edits at the daily, weekly, and monthly total levels

Overview n MANA reporting for the WFM RTE service has been enhanced to report ACD and WFM database connection issues n All WFM services except for the WFM RTE service have been converted to 64-bit n Increased data retention times n Real Time Adherence enhancements n Vacation Plan enhancements n l Custom date ranges for vacation plans l Assign multiple plans to a single agent l Customize/add new vacation types l Add up to 20 vacation types to a vacation plan Work condition enhancements: l l Create and assign work condition profilese to agents for simplified management of work conditions Work conditions can be either of two types: Shift Length work conditions or Paid Hours work conditions n Removed support for Unified CCX 8.5 n Bug fixes WFM 11.5(1) SR5 n WFM authentication can now use OpenLDAP (Lightweight Directory Access Protocol) to bind with standard LDAP servers and query for users. Full user management functionality may be limited by your LDAP directory architecture. n Allow the option of not automatically associating all new agents to the NewAgent team. If turned off, new agents are associated with their ACD team, which is configured as the agent’s main team. If turned on, new agents are synced with both the NewAgent and Main teams. n Global WFM setting enhancements: l Assign workflow aministrators to modify workflow, vacation type, and exception type settings. While workflow administrators are working in workflows, vacation types, or exception types, they have Enterprise View permissions. 9

Overview l l Users who have been assigned the Enterprise View can continue to manage workflows, vacation types, and exception types. Set the rate at which real time adherence metrics are refeshed on the screen. n Workforce Management user interface is localized in Danish, Dutch (Standard), German, English (US), French (European), French (Canadian), Italian, Portuguese (Brazil), Spanish (International/Neutral), and Swedish. n Bug fixes. WFM 11.5(1) SR6 n Support for Cisco Unified Contact Center Express Release 11.6 n Added the ability to select the preferred method of generating variable schedules for agents who have asigned exceptions. You can opt to avoid assigned exceptions in order to maximize coverage, or include assigned exceptions (which might be for required events like team meetings) but that might result in insufficient coverage., n Added mobile device support for agents. Agents can now access My Schedule and Messaging on smart phones and tablets. n Bug fixes. WFM 9.5(1) SR7 n Bug fixes WFM Documentation The following documents contain additional information about WFM They are available on the Cisco website (www.cisco.com). 10 n Workforce Management Installation Guide n Workforce Management User Guide n Workforce Management Troubleshooting Guide n Unified Workforce Optimization End User Software License Agreement n Unified Workforce Optimization Error Code Dictionary n Workforce Management Release Notes

Overview Workforce Management Services The WFM services are installed in groups (see Overview). A brief description of each service is below. Service Description WFM ACC Service The WFM ACC (Adherence Conformance Calculator) service processes data from the daily schedule and agent status table and computes the adherence and conformance percentages used in historical productivity reports. WFM Capture Service The WFM Capture service manages the import of historical data from the ACD database. When the Capture service detects new data, it sends a compilation request to the Compile service. WFM Compile Service The WFM Compile service listens for compilation requests from the Capture service. The Compile service can compile historical data for agents, service queues, or teams by day, week, month, or year for use in forecasting and scheduling. WFM Forecast Service The WFM Forecast service generates distributions, forecasts, and strategic forecasts. WFM Jetty Service The Jetty service is a web server that supports the Unified Workforce Optimization user interface. WFM MANA Service The WFM MANA (Monitoring and Notification) service handles real-time monitoring of the WFM system. When there are problems, the MANA service notifies administrators through the Windows Event Viewer, Windows SNMP (Simple Network Management Protocol), or email. WFM Product Adapter Service The WFM Product Adapter service is the conduit through which application data is read from and written to the WFM database. WFM RTE Service The WFM RTE (Real Time Engine) service enables WFM to display agent state information. To get real-time information on agent states, the RTE service uses the Advanced Contact Management Interface (ACMI). WFM Request Service The WFM Request service processes shift budget analysis requests. WFM Schedule Service The WFM Schedule service manages schedule requests. 11

Overview Service WFM Sync Service Description The WFM Sync service connects to a Cisco database using the SQL connection. The Sync service retrieves and processes configuration data for agents, users, service queues, and other entities. Port Usage The following table lists the ports used by WFM and its components. Note: The port numbers listed are defaults. They can be changed as needed. Server Application CTI service (Unified CCX only) Destination Listening Port TCP 12028 Side A TCP 12028 Side B Client Application WFM Sync service WFM RTE service You can set this port number in the System Parameters window of the Unified CCX Administration web page. The parameter name for the port number is RmCm TCP Port. For more information, see “Managing System Parameters” in the Cisco Customer Response Solutions Administration Guide. Unified CCX instance of Informix 12 WFM Capture service

Overview Server Application Destination Listening Port Client Application WFM instance of SQL Server TCP 1433 TCP 1434 WFM ACC service WFM Capture service WFM Compile service WFM Configuration Setup WFM Forecast service WFM iCalendar service WFM MANA service WFM Product Adapter server WFM Reports WFM RTE service WFM Request service WFM Schedule service WFM Sync service WFM iCalendar service TCP 4430 (HTTPS) TCP 8086 (HTTP) Any iCalendar client WFM Jetty service TCP 59103 (surrogate) WFM Product Adapter service TCP 443 (HTTPS) TCP 80 (HTTP) Web browser WFM Jetty Service Ports The WFM Jetty service uses TCP ports 80 and 443. Make sure that you do not have any other web service installed on the server that hosts the WFM Transaction services that uses these ports, or the Jetty service might fail. Examples of other web services include Microsoft SQL Server Reporting Services and Microsoft Internet Information Services (IIS). SQL Server Reporting Services is a tool that provides a web-based interface to present SQL performance information. You can configure this tool to use another port and so not interfere with the Jetty services. Consult your SQL Server documentation for information on changing the port usage. 13

System Requirements The following topics list the minimum system requirements for WFM servers and clients. Environment WFM 11.5 is compatible with Quality Management 11.5. WFM 11.5 has been verified in the following environments: n Cisco Unified Contact Center Express Release 9.0 n CIsco Unified Contact Center Express Release 10.0 n Cisco Unified Contact Center Express Release 10.5 n Cisco Unified Contact Center Express Release 11.0 n Cisco Unified Contact Center Express Release 11.5 n Cisco Unified Contact Center Express Release 11.6 n Cisco Unified Contact Center Express Release 12.0 WFM Server Hardware Requirements The following table displays the minimum hardware requirements for a WFM server. Note: WFM requires the server platform to be a dedicated standalone server. Running other applications on the WFM server can adversely affect performance. Note: The number of processor cores in your system can be determined by viewing the Performance tab in Windows Task Manager—there is one CPU History Usage graph for every processor core. Note that some types of processors are hyperthreaded, meaning that each physical core is presented as two processor cores. This results in twice the number of processor cores displayed in Windows Task Manager. Element Processor Minimum Hardware Requirement Intel: Xeon processor E3 family or higher, running above 2 GHz with hyperthreading enabled (required) AMD: Opteron processor 3000 or higher 15

System Requirements Element Processor cores Minimum Hardware Requirement 4 (small server) 6 (medium server) 8 (large server) VMWare processor cores 6 (small server) 8 (medium server) 16 (large server) Minimum processor speed 2 GHz Memory All values include 2 GB dedicated for SQL Server use. 4 GB (small server) 4 GB (medium server) 8 GB (large server) System storage 60 GB (This is for the operating system, the WFM applications, and the SQL Server application. It does not include the SQL Server database.) HDD Partitioning The recommended hard drive disk partitioning for the servers that host WFM and SQL Server are described in the following table. Server WFM servers 16 Hard Disk Partition Size Operating system partition (Windows OS) 32 GB (minimum) Applications partition (WFM and SQL Server binaries) See Deployment Capacity Database partition (SQL Server database and log files) See Deployment Capacity and Sizing and Sizing

System Requirements Server SQL Server server Hard Disk Partition Size Operating system partition (Windows OS) 32 GB (minimum) Applications partition (SQL Server binaries) 20 GB Database partition (SQL Server database and log files) See Deployment Capacity and Sizing Deployment Capacity and Sizing Use the information below to determine how to size your WFM deployment. Note: If you intend to use iCalendar so that agents can access their work calendars from outside the workplace via the internet, then it is strongly recommended that you deploy the iCalendar service on a dedicated server in your DMZ. Otherwise, the iCalendar service can be installed on any WFM application server. Note: Configured users are scheduled agents plus all other users (supervisors, schedulers, and administrators). Concurrent users are the users who are logged in to WFM at any given time. Note: In a virtual environment, all servers must have dedicated resources that match the sizing specifications described in this section. Memory Recommendations There is a table of memory recommendations for each deployment model. Memory settings are configured in the service’s properties file. These files can be located in this folder (default location): C:\Program Files\cisco\WFO WFM\config\ For example, to change the maximum memory setting for the WFM Capture service from 512MB to 256 MB, open the wfmcapture.properties file in a text editor and locate this line. The text that needs to be changed is highlighted in bold red: service4j.jvmOptions Dsplk4j.configuration ./config/wfmcapture.properties Dcom.cisco.wfm.basePath . -Xmx512M -Xrs Djava.library.path .\bin 17

System Requirements Change the highlighted text to: service4j.jvmOptions Dsplk4j.configuration ./config/wfmcapture.properties Dcom.cisco.wfm.basePath . -Xmx256M -Xrs Djava.library.path .\bin Single Server Deployment Models This deployment has one ACD cluster with all WFM services and SQL Server located on one server. The single server deployment can also be configured to have an offboard SQL Server. This deployment has one ACD cluster with a WFM application server and an offboard SQL Server. All single server deployments include the following optional servers: n 18 The iCalendar service on a dedicated server in the DMZ so agents can access their calendars via the internet. If access is from within your network, the iCalendar service can be installed on an application server.

System Requirements Single Server 100/300 Sizing n 100 peak concurrent users n 300 maximum configured users Server Server 1 Type Installed Components SQL Server Small WFM Transaction Services WFM Capture Services WFM Compile Services WFM Process Services Server 2 (optional) Small WFM iCalendar Services Memory Recommendations Minimum Maximum Service Default Recommended Default Recommended N/A N/A None 1 GB None None 256 MB 256 MB 1024 MB None 1024 MB 1 GB Capture None None 512 MB 256 MB Compile None None 256 MB 256 MB Forecast None None 512 MB 256 MB Jetty None None 512 MB 512 MB Request None None 256 MB 256 MB RTE None None 512 MB 256 MB 1024 MB None 4 GB 512 MB None None 512 MB 256 MB SQL Server ACC Product Adapter Schedule Sync 19

System Requirements Single Server with Offboard SQL Server 200/600 Sizing n 200 peak concurrent users n 600 maximum configured users Server Server 1 Type Installed Components WFM Transaction Services Medium WFM Capture Services WFM Compile Services WFM Process Services Server 2 Small SQL Server Server 3 (optional) Small SQL Server Reporting Services Server 4 (optional) Small WFM iCalendar Services Memory Recommendations Minimum Maximum Service Default Recommended Default Recommended N/A N/A None 2 GB None None 256 MB 256 MB 1024 MB None 1024 MB 2 GB Capture None None 512 MB 256 MB Compile None None 256 MB 256 MB Forecast None None 512 MB 256 MB Jetty None None 512 MB 512 MB Request None None 256 MB 256 MB RTE None None 512 MB 256 MB 1024 MB None 4 GB 512 MB None None 512 MB 256 MB SQL Server ACC Product Adapter Schedule Sync 20

System Requirements Single Server with Offboard SQL Server 400/1200 Sizing n 400 peak concurrent users n 1200 maximum configured users Server Server 1 Type Installed Components WFM Transaction Services Large WFM Capture Services WFM Compile Services WFM Process Services Server 2 Medium SQL Server Server 2 (optional) Small WFM iCalendar Services Memory Recommendations Minimum Maximum Service Default Recommended Default Recommended N/A N/A None 4 GB None None 256 MB 256 MB 1024 MB None 1024 MB 4 GB Capture None None 512 MB 256 MB Compile None None 256 MB 256 MB Forecast None None 512 MB 256 MB Jetty None None 512 MB 1 GB Request None None 256 MB 256 MB RTE None None 512 MB 256 MB 1024 MB None 4 GB 1 GB None None 512 MB 256 MB SQL Server ACC Product Adapter Schedule Sync 21

System Requirements Single Server with Offboard SQL Server 800/2400 Sizing n 800 peak concurrent users n 2400 maximum configured users Server Server 1 Type Installed Components WFM Transaction Services Large WFM Capture Services WFM Compile Services WFM Process Services Server 2 Large SQL Server Server 3 (optional) Small WFM iCalendar Services Memory Recommendations Minimum Maximum Service Default Recommended Default Recommended N/A N/A None 6 GB None None 256 MB 256 MB 1024 MB None 1024 MB 6 GB Capture None None 512 MB 1 GB Compile None None 256 MB 512 MB Forecast None None 512 MB 512 MB Jetty None None 512 MB 2 GB Request None None 256 MB 256 MB RTE None None 512 MB 256 MB 1024 MB None 4 GB 2 GB None None 512 MB 512 MB SQL Server ACC Product Adapter Schedule Sync 22

System Requirements Approximating Additional Storage Requirements Considering the following details when determining database storage requirements. Agent Adherence Detail Data In addition to application and system data, The WFM database stores agent adherence detail data which includes every phone state an agent enters for every day. The total database storage T required to store this data can be approximated as: T A C S D 200 bytes Where: l A Average agents per day l C Average calls per agent per day l S Average state changes per contact per day l D Number of days to retain agent adherence detail data And 200 bytes is the average space consumed by a single agent state change. Example: For a call center with 1000 agents, 20 calls per agent per day, 5 state changes per contact per day, and an agent adherence data retention period of 365 days, then the total storage space T is approximately: 1000 20 5 365 200 bytes 7.3 GB Note: The WFM server also stores other items including historical data, schedule data, productivity data, and user requests. The retention periods for these items is configured postinstall. See Data Retention Periods Step for more information. WFM in a Cisco UCS Environment WFM is certified to run on any Cisco Unified Computing System (UCS) server with resources available to support the OVA/OVF template. The virtual server requirements for deployments on UCS servers are specified on the Cisco wiki page "Virtualization for Cisco Unified Work Force Optimization Suite for Cisco Unified Contact Center Express" located at this URL: https://www.cisco.com/c/dam/en/us/td/docs/voice ip comm/uc -work-force-optimization-suite.html 23

System Requirements Server Operating System Requirements The supported operating systems for WFM servers are the following: n 64-bit Windows Server 2016 n 64-bit Windows Server 2012 R2 n 64-bit Windows Server 2012 n 64-bit Windows Server 2008 R2 Note: Since the WFM services do not have direct version/update dependencies, it is permissible to apply updates to the server operating system as recommended by Microsoft. Virtual Server Environment A virtual server environment requires hardware resources equivalent to those required for a physical server for a given number of users (see WFM Server Hardware Requirements). The following versions of VMware are supported: n VMware ESXi 5.0, 5.1, 5.5, 6.0, and 6.5 It is recommended that you configure the following settings to reduce the possibility of performance issues when running WFM on virtual machines: n Shares—Guarantees that VMs are given a percentage of an available resource (CPU, RAM, storage I/O, network) n Limits—Guarantees that a VM does not consume more than a specified resource limit n Resource Reservation—Provides an allocated resource for a VM on startup Desktop Requirements WFM is operating system-independent. The only requirement is that the OS can run the supported web browsers. Third Party Software Requirements The following applications are required in order for WFM to function correctly. See the Workforce Optimization Suite Desktop Requirements Guide for more details. 24 n Microsoft SQL Server 2008, 2008 R2, 2012, and 2014 64-bit, Standard and Enterprise Editions, including the latest service pack n (optional) Microsoft SQL Server Reporting Services 2012 and 2014

System Requirements n Microsoft Exchange 2007, 2010, 2013, and Office 365 n Adobe Reader 6.0 or later (on client desktop) n Microsoft Internet Explorer 9, 32-bit n Microsoft Internet Explorer 10 or 11, 32-bit, Desktop mode n Google Chrome Note: You can try browsers other than those listed here if you want to try to improve performance. However, these browsers were not tested and are not supported. If problems are found while using an unsupported browser, you will be asked to recreate the problem while using a supported browser. Browser Requirements You must disable any popup blockers in your browser in order for WFM to function correctly. Configuration Data Requirements The following data needs to be stored persistently and must be backed up on a regular basis: n WFM database (named "CWFM") n Customer-specific configuration files, such as the files in C:\Program Files\Cisco\WFO WFM\config WFM database backups are independent of Cisco Unified CCX backup and restore (BARS) tools. Use standard SQL Management Studio tools to manually back up and restore the CWFM database. Note: If you are running Cisco Security Agent (CSA) or any other security software on your WFM server, shut it down before you back up the WFM database. If any security software is running while you run SQL Server backup utilities, the backup might fail. 25

Before You Install WFM This section describes the tasks that should be done before you install the WFM services. Prerequisites The following sections outline the information you should gather and what needs to be set up before you install WFM. Active Directory If you are using Active Directory in your WFM installation, you need the following information: n Active Directory distinguished names and ports (if you are not using a default port) n Active Directory paths to the users n Common names (CN) from the Active Directory account and password n The complete path and file name of the Active Directory certificates. The certificates must be located on a local drive on the WFM server, not on a network drive. Cisco Unified Contact Center Express When using a Cisco Unified Contact Center Express (Unified CCX) ACD, you must install and configure the following systems before you install WFM: n Cisco Unified Contact Center Express n Cisco Unified Communications Manager You need to know the following information: n CTI server IP address and port number n Cisco Unified CCX server IP address Note: The Cisco Unified CCX server IP address and the CTI server IP address are always the same. GIS API If you want to include historical data for non-voice contacts, before you install WFM you must install and configure an FTP server to transfer historical data files from the ACD to WFM using the Generic Interface Services (GIS) API. For more information on using the GIS API, see the GIS API Reference Guide. 27

Before You Install WFM SMTP If you are using email notifications in your WFM installation, you need the following SMTP (simple

On the installation CD, double-click setup_WFM_ version .exe to start the InstallShield Wiz-ard. Click Next to display the Select Destination Location window. The default installation folder is C:\Program Files\Cisco. If you want to change the default folder, click Change and follow the prompts.

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