Details: Premises Services

Premises deployments of inContact Workforce Optimization use a number of different services that perform various functions within the application. Whenever an error message is generated by inContact Workforce Optimization, the message includes the name of the specific application, service, or module involved.

This topic provides a high-level overview of these services in alphabetical order.

Depending on the features in your system and your system topology, you may not have all of these services, or you may have multiples of some services. In the case of multiples, the inContact WFO installation team gives each instance of the service a different name so you can tell which instance generated a log entry or error message.

Analytics Server
Description — The Analytics Server service manages functions associated with inContact Speech Analytics, including indexing, tagging, and classifying. an instance of Analytics Server on each server that performs analytics functions. The actual name of the service is CallCopy Analytics. inContact Speech Analytics is not supported in Hybrid deployments.
Potential Impacts — Analytics issues will not prevent calls from being recorded, nor prevent users from accessing inContact WFO. However, issues with this service may prevent calls from being indexed, tagged, and classified correctly. Issues can also cause incorrect reporting of analytics results.
API Server
Description — The API Server service is used only in Premises deployments of inContact Workforce Optimization. It supports functionality such as live monitoring, call exporting, on-demand recording, and so forth. In some cases, API Server is also used in custom integrations between inContact WFO and customer applications for such tasks as call control, management functions, event streaming, and addition of metadata to call records. All Premises inContact WFO systems have at least one API Server. The actual name of the service is API Server.
Potential Impacts — Unless your organization has a custom integration that uses API-driven call control, API Server errors do not typically result in recording loss. However, depending on how your system uses the API, issues may affect multiple users.
Archiver
Description — The Archiver service is used only in Premises deployments of inContact Workforce Optimization. It controls disk and network usage by inContact WFO archive actions, preventing them from overwhelming local system resources or network bandwidth. For example, Archiver can be configured so that recordings are only purged during specific time periods. This helps prevent system overload or excessive I/O operations in connected environments during peak hours. All Premises inContact WFO systems have at least one Archiver, and multiple Archivers are supported. The actual name of the service is CCArchiver.
Potential Impacts — Archiver issues will not prevent calls from being recorded, nor prevent users from accessing inContact WFO. However, issues could prevent recordings from being stored correctly or could even result in loss of recordings.
CometDaemon
Description — CometDaemon is used only in Premises deployments. It manages connections between inContact WFO software modules and other services (such as Service Manager). There is one CometDaemon per server. The actual name of the service is CC Comet Daemon.
Potential Impacts — CometDaemon issues will not prevent calls from being recorded, nor prevent users from accessing inContact WFO. However, issues with this service can prevent inContact WFO administrators from being able to use the Service Manager to start, stop, or configure other services.
CTI Core
Description — CTI Core integrates with your PBX/ACD and makes recording decisions based on the schedules you define in inContact WFO. At least one CTI Core is required for most integrations, but inContact WFO supports multiple cores, both on an individual server and within a multi-server system. The actual name of the service is CallCopy CTICore.
Potential Impacts — CTI Core issues can prevent calls from being recorded, from being correctly tagged with agent information, or both.
Data Processing Service
Description — The Data Processing Service is used only in systems that include inContact Workforce Management v1. It is used to used to calculate historical Average Abandon Time, Average Time to Answer, Agent Status, and Average Handle Time based on ACD data in the database. The service also writes historical records to the AgentStatus table. The actual name of the service is DataProcessingService.
Potential Impacts — If the Data Processing Service is not running, historical agent adherence data will not be collected and calculations that depend on the service will be unavailable or incorrect.
Forecast Service
Description — The Forecast Service is used only in systems that include inContact Workforce Management v1. It is used to calculate and produce call volume predictions for use in scheduling. The actual name of the service is Clarity Forecast Service.
Potential Impacts — Issues with this service may prevent users from creating and publishing contact center schedules which are dependent on Forecasting.
Hub: inView
Description — 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 actual name of the service is CallCopy Data Hub. The name may include an instance number if your system uses both inView and WFM hubs (for example, CallCopy Data Hub 3).
Potential Impacts — inView Hub issues will not prevent calls from being recorded, nor prevent users from accessing inContact WFO. However, issues with this service can cause metrics displayed by inView dashboards to be inaccurate, incomplete, or both.
Hub: WFM
Description — In systems that include inContact Workforce Management v1 or 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 actual name of the service is CallCopy Data Hub, usually including an instance number (for example, CallCopy Data Hub 2).
Potential Impacts — WFM Hub issues will not prevent calls from being recorded, nor prevent users from accessing inContact WFO. Issues with the real-time hub can impact features like the Real-Time Roster, while issues with the historical hub can impact user ability to create forecasts and schedules.
Live Info Broker
Description — The inContact WFO Live Info Broker service manages live monitoring requests and traffic. There is one Live Info Broker per inContact WFO system. The actual name of the service is cc_LiveInfoBroker.
Potential Impacts — Live Info Broker issues will not prevent calls from being recorded, but may prevent one or more users from being able to monitor agents in real-time.
Logger
Description — The inContact WFO Logger service manages error logging and notifications. In multi- server Hybrid and Premises inContact WFO systems, the Logger service is installed on each server. The actual name of the service is CallCopy Logger.
Potential Impacts — Issues with Logger itself are not likely to be user-affecting. However, if Logger is not working correctly, other error conditions may not be logged.
Notification Service
Description — The Notification Service is used in all Hybrid systems and in Premises systems that include inContact Workforce Management v1. It provides email notifications to users regarding other services. For example, this service notifies users when requested forecasts or file exports are ready. If you have multiple servers in your inContact WFO system, Notification Service should be installed on at least one server per site (LAN). The actual name of the service is cc_NotificationService.
Potential Impacts — Issues with this service may prevent users from receiving messages about system activity in a timely fashion.
On-Demand Server
Description — In Premises deployments that use On-Demand recording, the On-Demand Server service manages connections from inContact WFO On-Demand clients. Your system may have one or more On-Demand Server instances. The actual name of the service is CallCopy On-Demand Server Module. Hybrid deployments use an On-Demand web portal.
Potential Impacts — On-Demand Server issues may prevent calls from being recorded, tagged with user information, or both, depending on how the On-Demand feature is used in your organization.
Scheduling Service
Description — The Scheduling Service is used in systems that include inContact Workforce Management v1. It handles API requests to generate schedules and runs simulations for calculating estimated metrics. These metrics are used to generate the charts and graphs in Over/Under and Service Level reports. Your system may have one or more instances of Scheduling Service. The actual name of the service is cc:Clarity Scheduling Service.
Potential Impacts — Scheduler issues will not prevent calls from being recorded, nor prevent users from accessing inContact WFO. However, issues with this service may prevent users from creating and publishing contact center schedules.
Screen Cap Server
Description — 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. A system may have one or more instances of the Screen Recording Server service if this feature is used. The actual name of the service is CC_ScreenCapServer.
Potential Impacts — Screen Cap Server issues may prevent agent workstation activity from being recorded, from being associated with the correct audio recordings, or both.
Service Bus Proxy
Description — The Service Bus Proxy service is used only in systems that include inContact Workforce Management v1. It facilitates communication between Forecast Service and the inContact WFM v1 Web Portal using the inContact WFO service bus, RabbitMQ. The actual name of the service is cc_serviceBusProxy.
Potential Impacts — Issues with this service may prevent users from creating and publishing contact center schedules which are dependent on Forecasting.
State Sourcing
Description — The State Sourcing for API service allows inContact Workforce Optimization 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 actual name of the service (as it appears in the Windows Services list is cc:StateSourcing. This service is only available in inContact WFO 16.2 or higher.
Potential Impacts — Issues with State Sourcing itself are not likely to be user-affecting. However, if State Sourcing is not working correctly, the system may not recover cleanly from an unexpected restart.
Survey
Description — In systems that use inContact Survey, the Survey service manages functions associated with that feature. There is typically one instance of Survey per inContact WFO system. The name of the service depends on whether you use inContact Survey in SIP or TDM environment. The actual name of the SIP Survey service is CallCopy Survey IVR. The actual name of the TDM Survey service is CallCopy Survey Controller Service.
Potential Impacts — Survey issues will not prevent calls from being recorded, nor prevent users from accessing inContact WFO. However, issues with this service may prevent users from creating surveys, analyzing survey results, or both. Issues can also prevent surveys from being delivered to users correctly.
Transcoder
Description — 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 Workforce Optimization systems have at least two Transcoder instances, one for audio and one for video. However, the total number of Transcoder instances depends on your system architecture. For example, if you have multiple audio recording servers, you may have one Transcoder on each. If you have multiple sites (Locations), there may be a dedicated server running Transcoder at each Location. The actual name of the service is cc_Transcoder.
Potential Impacts — Transcoder issues will not prevent calls from being recorded, nor prevent users from accessing inContact WFO. However, issues with this service may prevent recordings from being processed correctly and can result in those recordings being corrupted, temporarily or permanently inaccessible, or both.
Web Media Server
Description — The inContact WFO Web Media Server service provides audio and video streaming for playback and live monitoring. In a multi-Location environment, a separate Web Media Server service must be configured for each Location. The actual name of the service is cc_WebMediaServer.
Potential Impacts — Web Media Server issues will not prevent calls from being recorded, but may prevent one or more users from playing recordings or monitoring agents in real time.
WebSocket Server
Description — The WebSocket Server service supports HTML5 playback. This service is not present in versions of inContact WFO prior to v5.6. In Premises deployments, WebSocket Server runs on any server that hosts a inContact WFO Web Portal. Depending on your system architecture, you may have one or more instances of WebSocket Server. The actual name of the service is cc_WebSocketServer. This service is not present in versions of inContact WFO prior to v5.6.
Potential Impacts — WebSocket Server issues will not prevent calls from being recorded, but may prevent one or more users from playing recordings or monitoring agents in real time using the Recorded Interactions list or the HTML5 Player.