Introduction to Call Hours Service

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Supporting Applications

Introduction to BPO Call Hours Service

BPO Call Hours Service is installed, configured and managed on your server. This service calculates the elapsed SLA hours for open calls in the Call SLA Management screen.

Extended Call Centre - Version CompatibilityBPO2 v2.5.1.3 or higher.

Installation

Double click on the 'BPO_CallHoursService_Setup' install file.

Note: Check that you have the latest compatible version.

The Installation Wizard will open.
Click on Next.

The default location for installation is:

C:\Program Files\CO3 Technologies (Pty) LTD\BPO CallHoursService\

It is recommended that you keep this default location. Keeping a standard will make upgrades easier.

Ensure that Everyone is selected for the install.
Click on the Next button.

The installer will ask you to Confirm Installation.
Click on Next to start the installation.

The BPO Call Hours Service installation will begin.
Wait for it to be completed.
Once Installation is Complete, click on Close.

Environment Configuration

In your File Explorer, search for the following file location:

C:\Program Files\CO3 Technologies (Pty) LTD\BPO CallHoursService

Right click on the Envn.xml file.

The File menu will open.
Select to Edit with Notepad++.

The xml file will open in Notepad++.

Environment: Type in the environment name, as defined for this database, in the Service Manager.
When you have finished editing the file, click on Save.

Configure the Service Interval

This service interval is now set in CNFG App Settings which can only be configured in the database by a CO3 analyst for BPO2 v2.5.1.4. This configuration is available from the front end of Configurator in the Nucleus Suite.

Start Service

Once you have done the service configuration, you need to start the service from the Administrative Tools > Services screen in Windows. Refer to Start a service