This module generally contains data sources that are used in WFO/Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. applications:

• Phone (also used with Recording Management)

• Operations

• Outsourcer

• Quality

• Text Analytics

This module contains data sources used with Recording Applications.

• Phone

• Dialer

• LAN

• Radio

• Trader

• Application

Depending on licensing and your system configuration, you can create the following types of data sources:

• Dialer: This data source Third-party systems that provide data to the system, including employee and device states, and data change events. Typical data sources are phone switches, PBXs, or LANs. is associated with another primary Phone data Source to allow predictive dialing of phone numbers automatically, depending on the availability of employees and the response from called party numbers. Dialer switches thus increase the amount of time an employee spends communicating instead of waiting. Before you create this data source, you must create a Phone data source (see below).

• LAN (Screen): Used for screen captures (also sometimes referred to as screen recording).

• Operations: When licensed for Workforce Management, used for Financial Services Operations data, particularly for volume arrivals and events.

• Outsourcer: For contact The entire communication experience for a customer, from beginning to end. centers that share calls across their own sites and outsourced centers, this data source allows outsourcers’ schedules to be imported back into the contact center’s model allowing an increased level of coordination.

• Phone: To set up voice recording you must create a phone data source. A phone data source encapsulates information related to the target to be recorded, specifically the switch type, and the seating arrangement of employees using the phones within the call center.

• Radio: This data source is used with Recording applications.

• Application: This data source is used with Recording applications.

• Text Analytics: A Text Analytics Data Source is used to support text analytics projects for interactions.

• Trader: A Trader Data Source is used to support call recording in a financial trading environment.

If you are licensed for Recorder applications, entering data source information allows your CTI server to be recognized by the data source and thereafter be configured by Recorder Manager or Enterprise Manager.

If you are working with Phone or LAN data sources, you can also export and import configurations for these data sources to an external file that can be imported into another system:

• Exported data includes Extensions, Associations, and Groups (for a Phone data source), and Workstations, Groups, and Workstation Associations (for a LAN data source).

• Imported data includes Extensions, Associations, and Groups (for a Phone data source), and Workstations, Groups, and Workstation Associations (for a LAN data source). These features allow you to reuse settings from previous versions or from other sources.