Services Overview

Screen Details

inContact WFO includes a number of different services that perform various functions within the application. The services used in your system can vary depending on:

  • Deployment model — Hosted or Premises
  • Modules and features — inContact Desktop Analytics, inContact Screen Recording, and so forth

The design document created by your inContact WFO Sales Engineer will show you the services used in your system, and the servers on which they are located.

In Hosted deployments, application services are completely managed by inContact, although some services run on the PREMISE server at your site. Most of these services operate completely behind the scenes and do not require additional configuration on your part. In fact, changing the settings for some of these services can have serious negative impact on your inContact WFO system.

It is a best practice for administrators of inContact WFO systems to have a basic understanding of which application services are present and how they work together to help inContact WFO meet the needs of their organizations. This can also help you understand any error messages you see.

inContact WFO Services

This section provides a high-level overview of inContact WFO services in alphabetical order.

Whenever an error message is generated by inContact WFO, the message includes the name of the specific application, service, or module involved.

CTI Core
CTI Core integrates with the inContact PBX and makes recording decisions based on the schedules you define in inContact WFO.
Connection Pooling Service
The Connection Pooling service pools connection requests from a variety of services and sends them across a single port to facilitate communication from the customer site to the cloud and vice versa. Separate instances of this service reside on the PREMISES server at the customer's site and in the inContact cloud.
Export API
IThe Export API handles export requests and uses the Notification service to send export notifications. The Export API resides in the inContact cloud.
File Manager Service
The File Manager service listens for file move and directory delete commands and moves files to the Storage Cloud. File Manager resides on the PREMISES server at the customer's site and in the inContact cloud.
File Purge Manager
The File Purge Manager service removes recording records from the database and notifies the Storage API to delete the actual recordings, based on commands received from the File Retention Manager. File Purge Manager resides in the inContact cloud.
File Retention Manager
The File Retention Manager service manages file retention and deletion events based on user-defined file retention actions. File Retention Manager resides in the inContact cloud.
Hub: inView
In systems that include inView Performance Management, the inView Hub service extracts data at pre-configured intervals from the inContact WFO database and makes it available for use with inView Performance Management. There is typically one inView Hub per inContact WFO system. The name may include an instance number if your system uses both inView and WFM hubs (for example, CallCopy Data Hub 3).
Hub: WFM
In systems that include inContact Workforce Management v2, the WFM Hub service manages integration to various data sources. There are typically two WFM Hub services per inContact WFO system, with one WFM Hub instance for real-time and another for historical data. The service resides on the PREMISES server at the customer site.
Interaction Manager
The Interaction Manager service manages the interactions and communication between recording-related services from the time recording begins until the time the recording is inserted in the database; at that point, it cleans up the recording session. This service lives in the inContact cloud.
Legacy API Shim
The Legacy API Shim service allows on-demand recording and blackout triggering from inContact Agent applications by redirecting commands to the Recording API (previously, commands used the legacy API Server service). The service resides in the inContact cloud.
Live Info Broker
The inContact WFO Live Info Broker service manages live monitoring requests and traffic. There is one Live Info Broker per inContact WFO system.
Logger
The inContact WFO Logger service manages error logging and notifications. The service resides on the PREMISE server at the customer site and in the inContact cloud.
Notification Service
The Notification Service provides email notifications to users regarding other services. For example, this service notifies users when requested file exports are ready. The service resides in the inContact cloud.
Recording API
The Recording API handles recording requests and database interactions. The Recording API resides in the inContact cloud.
Screen Cap Server
inContact Screen Recording is an optional, separately-licensed feature that allows you to record agent workstation activity and to view agent desktops in near-real time. The Screen Recording Server service manages connections from inContact Screen Recording clients. The service resides on the PREMISE server at the customer site.
State Sourcing
The State Sourcing for API service allows inContact WFO to recover more cleanly from unexpected events by providing a snapshot of the system's current state to any API services in the system. The service listens to communications in RabbitMQ and stores system events in a database table for retrieval when needed. The service resides in the inContact cloud. This service is only available in inContact WFO17.1 or higher.
Storage API
The Storage API handles actions at the storage location. It saves recording files, checks to see whether files exist, retrieves recordings when requested for playback, and deletes recording files. The Storage API resides in the Storage Cloud.
System API
The System API acts as an intermediary for services located at the customer's site(s). It relays database settings and other information from the inContact cloud, where it resides.
Timed Schedules Service
Timed schedules are used to record screen activity without associated call events. This service pulls schedules and requirements directly from the database and caches the values in case of loss of database communication. It uses RabbitMQ to send Chat Start and Chat Stop messages to the Interaction Manager. The service resides on the COR server.
Transcoder
The inContact WFO Transcoder service converts raw audio files recorded by the system into compressed, .wav formatted audio files that are optimized for storage and playback retrieval. It also processes blackouts for video recordings.All inContact WFO systems have at least two Transcoder instances, one for audio, which resides in the inContact cloud, and one for video, which resides on the PREMISE server at the customer site.
Web Media Server
The inContact WFO Web Media Server service provides audio and video streaming for playback and live monitoring using the Silverlight player.
WebSocket Server
The WebSocket Server service supports HTML5 playback and live monitoring.

Related References