Appendix: Agent Sync Module
The optional Agent Sync module automatically synchronizes agent changes in UCCE with the NICE Uptivity database. Users are matched by username and are synchronized before teams/groups. Users and groups originally created in Uptivity (for example, SourceAgentID=Null) will not be changed during synchronization unless a matching username or group exists in UCCE, in which case it will match them up and update the SourceAgentID.
If the agent or group exists in NICE Uptivity but does not match the UCCE equivalent (for example, SourceAgentID is not null and does not match), the agent/group is disabled and will not appear in Uptivity. If a user or group exists in UCCE but not Uptivity, it will be created in Uptivity during synchronization.
The following information can be synchronized:
- UCCE/ICM persons/agents with Uptivity users
- UCCE/ICM teams with Uptivity groups
This module does NOT synchronize:
- Password — This value is encrypted in UCCE/ICM
- Server node — This value is inContact WFO-specific
- Supervisor and Role/Group attachments — Role/group structure in Uptivity and team/supervisor structure in UICM do not provide adequate information to match and track changes. For example, UICM allows for only two team supervisors.
These tables show the mapping between the UICM Person database table and NICE Uptivity database tables.
|
UICM Person Table |
NICE Uptivity User |
|---|---|
| LoginName | Username |
| PersonID | SourceAgentID – New attribute |
| FirstName | First Name |
| LastName | Last Name |
| LoginEnabled (Yes or No) | Account Locked (Yes or No) |
| (n/a) | Agent (Yes if an agent record has the matching PersonID) |
| Deleted (Yes or No) | Account Locked, Agent |
|
UICM Agent Table |
NICE Uptivity User |
|---|---|
| Deleted (Yes or No) | If Yes, then agent is inactive/Agent option is clear. |
| PeripheralNumber | Phone ID |
|
UICM Agent Team Table |
NICE Uptivity User |
|---|---|
|
EnterpriseName Note: Agent teams are used only for administrative and monitoring purposes. |
Group Name |
| AgentTeamID | SourceGroupID – new attribute. |
|
UICM Agent Team Member Table |
NICE Uptivity User |
|---|---|
| SkillTargetID | NICE Uptivity Agent |
|
|
