ServDev:  Monet WFM Order Form

ServDev:  Monet WFM Environmental Questionnaire; Monet WFive Solutions Guide

Service Delivery & NSOC Methods of Procedure v2 (includes escalation list)

Third-party Unified Communications (UC) applications integrate with Broadsoft and XCS (XTIUM Contact Suite).  They allow XTIUM to differentiate our solutions.  We offer these services using our customer paperwork plus a simple, pre-built integration.

These applications are typically NOT the main stream of revenue in winning new business, but they do meet new requirements in the marketplace.

Monet is one of these third-party applications.  XTIUM will resell and provide Tier 1 support for Monet.  We'll be able to license the software (add and remove licenses) and verify that users are built and authenticated to Monet.  All Tier 2 and 3 support, along with training and implementation, will be provided by Monet.

This MOP documents all operational procedures for XTIUM for each UC application offered by a third-party developer.

MONET WFM:

The Monet WFM application (Live, Anywhere, and Salesforce Data Collector) is a workforce management software tool designed to capture live and historical call data from XCS (XTIUM Contact Suite) or our legacy BW call center.

The software is cloud-based, licensed on a per-user basis, and resold to our customers. Customers must purchase a license for each user needing to access the Monet software: Agents, Supervisors, leadership team, and anyone who performs WFM activities such as forecasting and scheduling.

Service Delivery - Methods of Procedure for XCS customers

1. Work with the Monet team to coordinate a Monet WFM Kickoff call with the customer and Monet contacts.  The call will initiate the process of customer training while we complete the integration with Monet. A key discussion topic that will impact the Monet design is to what level of granularity the customer wants to be able to forecast/schedule their data inside Monet. We provide queue-level details that include the BP Name, the media type (call, chat, email), the direction of the interaction (inbound or outbound), and the Demand(s) associated with the interaction. Early in the process, it must be determined whether some of the data should be summarized inside Monet or whether the customer wants to operate with the full details inside Monet. Another decision is which Time Zone should be configured for the Real Time Adherence (RTA) feed. NOTE: The historical feeds are always in Eastern Time for BroadWorks clients and in UTC for XCS clients.
2. After the kickoff call, the following steps must be taken immediately (keep in mind that most or all BPs and Agents should be built to enable the integration between BS/XCS and Monet). NOTE: During the implementation process, you will receive emails from Data Collector (datacollector@monetsoftware.com).

   1. Establishing settings for data connections

      1. The Monet Hosted Data Collector needs the new customer’s Broadsoft Enterprise ID (“EID”).  Examples below:

         • eip-0001009311
         • eip-0001017603

         XTIUM's Project Management Team must email the new EID to Monet-DataCollector@verint.com, noting the new customer's name. Monet's Product Support Engineering (PSE) Team will use this to configure and start the Data Collector. They will send emails acknowledging receipt and following up with the status after turning on the feed.

         Monet's PSE Team will send the XTIUM Support Team a secured email providing the Data Collector credentials used to authenticate RTA data, which, via the Monet Receiver Web Service APIs, will be posted to the new customer’s tenant in WFO Live. Monet will note the name of the new customer. Real examples below – Passwords are usually nine numeric digits (and are intentionally obfuscated):

         Username: Kepro RTA

         Password: 862nnn792

      2. Email XCS Implementation (XCSimplementation@XTIUM.com) asking for the following information:

         1. The exact Customer Name inside the XCS data warehouse
         2. The customer's EVENT KEY
      3. Work with the assigned Contact Center Engineer to create an XCS Admin account (inside the XCS Setup Client) called Data Feed. You will need the full username and password.

      4. Service Delivery should create a ticket and assign it to Systems Engineering.  The ticket should include:

         1. The RTA Credentials (username & password provided by Monet)

         2. The desired Time Zone for the RTA feed

         3. XCS EVENT KEY
         4. XCS Customer Name found inside the data warehouse 
         5. The full Data Feed username and credentials

   2. Queue IDs / Skills / ACD Group IDs

      1. We pass the queue level data to Monet.  The unique identifier is the BP Name. You must email Monet Support (Monet-Support@Verint.com) a spreadsheet that includes the full name of the BPs. 

          Monet Support will send us a follow-up email acknowledging receipt and will follow up again when the IDs have been configured.

         To access the list of BP names, follow the steps below, under "Accessing XCS API for BP Name & Agent GUIDs/Name"

         
         

   3. Agent IDs

      1. When we pass the agent-level data to Monet, the unique identifier is the Agent ID (or GUID).  These Agent IDs are mapped inside Monet to the agents' actual names.

         You must email Monet Support (Monet-Support@Verint.com) a spreadsheet or CSV file that contains the Agents' IDs and names.

         Monet Support will send us a follow-up email acknowledging receipt and will follow up again when the IDs have been configured.

         To access the Agent IDs and map them to names, follow the steps below, under "Accessing XCS API for BP Name & Agent GUIDs/Name

3. Manage Monet and customer projects using the action register.  Ensure services are delivered and the customer is trained while the Call Center and HPBX are going live.
4. Provide billing with the appropriate line items--the two most commonly used SKUs are Monet WFM Live (EOMONETLIVE) and Implementation (EOMONETLIVENRR).

Accessing XCS API for BP Name & Agent GUIDs/Name

1. Log in to https://XCS-apps.voip.XTIUM.com/API/test.html with an XCS Supervisor username, password, URL (will always be https://XCS-apps.voip.XTIUM.com/Api), and the ORG prefix.
   
   
2. Under Reference Data, click Get All Agents.  This will provide you with a list of all agents' names and GUID strings (ID).  Click and highlight all agents on the list, then copy and paste into Excel.  Send the XLS to the Monet team.
   
   
   
   
3. To get all the BP names and IDs, click Business Processes and select Get All Business Processes.  This will provide you with a list of all BP names and their IDs.  Highlight the names and IDs, then copy and Paste into Excel.  Delete the ID column.  It is not needed and will lead to confusion at Monet.  Send the XLS of the BP Names to the Monet team.