inContact WFO Server Management Overview

The information in this topic applies only when there is a PREMISES server(s) located at one or more customer sites. Servers and services in the cloud are managed by inContact.

Server Maintenance

As with other IT systems, your inContact WFO system server(s) may be subject to planned shutdowns or restarts for maintenance windows, as well as occasional unplanned Windows server outages.

A common reason for maintenance windows is the application of Microsoft server updates (patches, hot fixes, and so forth), since these usually cause system restarts. inContact has found that Microsoft updates typically do not affect inContact WFO. However, there is no guarantee that this statement will always hold true.

Points to consider when planning server maintenance include:

  • inContact WFO applications and modules are typically installed as Windows services, and are configured to automatically start when the server restarts.
  • Scheduled processes (for example, report subscriptions) can be affected by shutdowns. As an administrator, you should be aware of when these processes occur and schedule server maintenance windows accordingly.
  • The sequence in which inContact WFO applications and modules are started or stopped does not matter.

You should shut down any inContact WFO applications and services prior to scheduled server maintenance, shutdowns, or restarts.

When the server is restarted, the inContact WFO applications and modules should restart and function normally. You should always confirm that recording and all other functions are operating normally after completing any server maintenance.

Disk Space Management

If inContact WFO servers do not have adequate disk space, critical system functions may stop, including voice recording, screen recording, or both. This section explains common disk space management issues and how you can address them.

Plan for Growth

During the sales and installation processes, inContact WFO Sales Engineers use your data to recommend the amount of disk space needed. Estimating future growth and changes is difficult. These common changes can alter the amount of disk space required for your system:

  • Adding inContact Screen Recording to your system or adding workstations to be recorded
  • Changing desktop resolution on recorded workstations
  • Increasing call volumes

If your organization is or will be experiencing changes of this nature, contact inContact WFO Support for assistance in recalculating disk space requirements.

Remove Patches and Installers

Files used during installation and maintenance may not need to remain on the server. Examples include inContact WFO or Windows software patches, download wizards, and installation wizards. inContact WFO Installation and Support engineers attempt to remove all unnecessary inContact WFO files. Be sure to remove any unnecessary software when you do maintenance work, such as changes to the server operating system.

Delete Log Files after Issues Are Resolved

During service issues, log files grow significantly. After an issue is resolved, you can clear disk space by manually deleting or editing these files if they are no longer needed. You can also reset any logging levels that were increased for troubleshooting purposes, adjusting them to a normal level.

Automatically Delete Temporary Files

Windows and IIS generate many temporary files that are retained indefinitely. These log files are mainly for troubleshooting and reviewing security. If neither of those issues is of immediate interest to you, the files can be deleted periodically. Contact inContact WFO Support for assistance.