Services Overview

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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, Hybrid, or Premises
  • Modules and features — inContact Desktop Analytics, inContact Workforce Management v2, and so forth
  • System topology — Some situations require multiple instances of services (such as multiple sites or different ACD/PBX environments)

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.

Most of these service settings are configured at the time of deployment by your inContact team. It is still 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.

Service Manager

The Service Manager can be used to centrally manage all inContact WFO services regardless of the server on which they are located. For example, you can use the Service Manager to restart recording after adding new agents if your integration requires it.

The Service Manager is initially configured at the time your system is installed. Changes may be required later if services are added or moved to a different physical or virtual server. This level of change should only be completed by or under the supervision of inContact WFO Support.

Related References