Alcatel-Lucent Enterprise APIs for OmniPCX platforms


The Workforce Management Interface (WMI) provides statistical reports for export to an external Workforce Management (WFM) solution in order to:

  • Forecast future call volumes
  • Schedule and manage agents
  • Manage everyday contact center events to adjust the schedules
  • Provide cost and staffing information to the contact center


  • Provides historical data on Automatic Call Distribution (ACD) for:
    • Queue and skills statistics
    • Agent productivity
  • Provides information periodically through a V24 link or via file transfer using FTP
  • Two main formats:
    • TCX format
    • IEX format


  • Improve contact center administration by enabling historical call volumes to be used for forecasting and patterns for future schedule periods. In particular:
    • Forecast future call volumes
    • Determine the number of agents needed throughout the day
    • Create flexible and efficient agent work schedules
    • Automatically assign agents to schedules
    • Immediately respond to changes in call patterns and agent availability
    • Prepare and analyze “what if” scenarios for budgeting and planning