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SynchronizationLevel

Section: ConfigService
Default Value: 2
Valid Values: 0, 1, 2
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.100.24

Specifies the level of synchronization that WFM Server performs.

Valid values are:

  • 0—Synchronization is off
  • 1—Synchronizes only agents in sites that are explicitly assigned to the WFM Server and specified in Web for Supervisors Organization > Sites. Skills are not fully synchronized, but they are imported if the agent to be synchronized has skills that are not yet imported. Time zones are not synchronized.
  • 2—Full synchronization is on, including time zones and skill definitions. Agents of all sites and unassigned agents are synchronized, except those belonging to sites that are explicitly assigned to a different WFM Server in Organization > Sites.
more...

SynchronizationTimeout

Section: ConfigService
Default Value: 0
Valid Values: Any positive integer.
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.100.24
Modified: 8.5.211.00

Specifies the time period (in minutes) between full synchronization processes.

If this value is set to 0, WFM Server performs full synchronization on startup. Thereafter, WFM Server performs real-time synchronization only.

The level of synchronization started by the timeout setting is determined by the SynchronizationLevel option . Here are some examples:

  • SynchronizationLevel = 2
    SynchronizationTimeout = 0
    WFM Server performs full synchronization on startup. Thereafter, WFM Server performs real-time synchronization only.
  • SynchronizationLevel = 1
    SynchronizationTimeout = 300
    WFM Server performs full synchronization (except time zones and skills) on startup and then, full synchronization (except time zones and skills) every 5 hours. In between full synchronizations, WFM Server performs real-time synchronization (except time zones and skills). This configuration affects only those agents that are assigned to sites in which this WFM Server is configured for synchronization.
  • SynchronizationLevel = 0
    SynchronizationTimeout = 300
    WFM Server does not perform synchronization. In this case, WFM ignores the SynchronizationTimeout option.

SynchronizationLevel

Section: ConfigService
Default Value: 2
Valid Values: 0, 1, 2
Changes Take Effect: Immediately
Dependencies: None
Introduced: 8.5.100.24

Specifies the level of synchronization that WFM Server performs.

Valid values are:

  • 0—Synchronization is off
  • 1—Synchronizes only agents in sites that are explicitly assigned to the WFM Server and specified in Web for Supervisors Organization > Sites. Skills are not fully synchronized, but they are imported if the agent to be synchronized has skills that are not yet imported. Time zones are not synchronized.
  • 2—Full synchronization is on, including time zones and skill definitions. Agents of all sites and unassigned agents are synchronized, except those belonging to sites that are explicitly assigned to a different WFM Server in Organization > Sites.
more...

Data Synchronization

Workforce Management (WFM) Server performs data synchronization automatically, bringing Configuration Database objects, such as agents, agent skills, and time zones into WFM. You can set the level of synchronization for full and real-time synchronization, and set the time period, in which you want WFM to perform full synchronization.

Tip
WFM Server can only update usernames and email addresses of existing users. New users are not imported during synchronization. New users are imported manually using WFM Web.

You configure this functionality in the [ConfigService] section of the WFM Server Application's Options tab. For more information, see the SynchronizationLevel and SynchronizationTimeout configuration options.

Before you configure these options, take note of the objects that WFM Server will synchronize when set to these levels 1 and 2:

SynchronizationLevel = 1 SynchronizationLevel = 2
Synchronizes only agents in sites that are explicitly assigned to this WFM Server in Web for Supervisors Organization > Sites. Skills are not fully synchronized, but they are imported if the agent to be synchronized has skills that are not yet imported. Time zones are not synchronized. Full synchronization is on, including time zones and skill definitions. Agents of all sites and unassigned agents are synchronized, except those belonging to sites that are explicitly assigned to a different WFM Server in Web for Supervisors Organization > Sites.

Genesys recommends that only one WFM Server in the deployment have its SynchronizationLevel option set to 2. If the deployment consists of multiple WFM Servers, set this option value to 0 in all other WFM Servers, so only one WFM Server performs the synchronization. Set the option value to 1 only in special cases, such as when agent synchronization will be performed by multiple WFM Servers.

Important
To avoid errors during synchronization and further work, your configuration must not contain duplicate names for switches, time zones, or skills—not under different tenants, and not in different Genesys Administrator instances that access the same WFM database.

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This page was last modified on November 28, 2017, at 13:00.