Integrating WFO with OA

[nunn]

Good Day Everyone,

We recently started using IC/OA and the contact center now is asking for integration with the Verint WFO system. We have added the necessary adapters and can see from the log files that the connection to OA is good. However the STCI feed is not retrieving data from the OA database. From the log files it looks like the dataexport utility or report is not created. Just curious if anyone can assist us with this type of integration or if anyone has any documentation. Assume it works similar to how CMS sends data to WFO since there are also some custom reports added to CMS for that to work correctly.

thanks

[pmulya]

Hi,

I would suggest you raised SR with the Avaya support team so that Adapter config and logs can be reviewed to provide appropriate resolution

Thanks,

Prashant