Benutzeranleitung / Produktwartung DXX-1015-01 des Produzenten Avaya
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A v aya™ Interaction C enter Rel ease 6.0 Agent D ata U nit Server Progr ammer’s G ui d e D XX - 10 15 -0 1 Issue 1.0 Ju ne 2 002.
2002, Avaya I nc. All R i ghts Re served Not i ce Eve r y e ffor t w as ma de to ensur e t h at the infor mation in this book w as compl e te and a ccurat e at th e time of pr inti ng.
3 B EF ORE Y OU B EG IN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 1T HE AD U S ERV ER . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Overview . . . . . . . . . . . . . . . . .
4 A ge n t D a ta U n it S er ve r P rog ra mme r’ s G u i d e Con ten ts Set ti ng E vent Monit oring Cri t eri a . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 Monitoring Criteria: Syn ta x . . . . . . .
5 B EF OR E Y OU B EG IN T ypographical Conventions This guide uses the following font conventions : Not es, Tips, a nd Cau tions No t e : A note c a lls a ttention to impor ta nt inf ormation.
6 A ge n t D a ta U n it S er ve r P rog ra mme r ’ s Gu ide 3 N ot e the sequence of e vents t ha t led to the problem and the e xac t messages displayed.
Educ ational Ser vi c es Issue 1. 0 June 2002 7 P ri nted Doc um e ntati on Y ou can pur c hase pr inted c opies of the s e manua ls s e parately . For de t a ils, s e e on the ba c k of this manu a l’s title pa ge .
8 A ge n t D a ta U n it S er ve r P rog ra mme r ’ s Gu ide.
9 C HAP T E R 1 T HE AD U S ER VER Overview The Age nt Data Unit (A D U) Server i s responsible for tracking the state of age nts at the contact cen t e r .
Cha pter 1 The AD U Se r ve r 10 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e Cooperation of ADU Servers W h e n a n e w A DU S e r v e r i s a dd e d t o A v a y a I C , e x i s ti n g ADU S e r v e r s m u s t b e m a d e a w a r e o f t h e n e w s e r v e r t h r ough u s e of t he I C M a n a g e r .
11 C HAP T E R 2 T HE A GEN T D ATA U NI T Definition of an ADU When a n agent logs in to A vaya IC for the fi rs t time , a rec ord ca lle d an A gen t Data Unit ( AD U ) is create d. T he ADU c ontains informa t ion about t he age nt ’ s a c tiviti e s dur ing the s essio n.
Cha pter 2 Th e Age n t Dat a Uni t 12 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e Any appl ication that wa nts t o inter a ct wit h an ADU has to r eque s t it b y its uniqu e identi f ier , the AD U I D.
Th e AD UI D Issue 1. 0 June 2002 13 -u user na me to lo g in a s ( ofte n Ad min) -p pa s s wor d of us er No spa ce bet ween - x and t he text that fol lows. E xam ple: li stad u -iB oston ADU -uAdm in -p Daph nie Ther e ar e def aults f or all of thes e , but if a login error oc c ur s, alwa ys specify -u a nd -p.
Cha pter 2 Th e Age n t Dat a Uni t 14 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e N a mes a re r e s tri c ted to non-em pty st rings of les s than 35 c harac te r s .
AD U Co n te nt s Issue 1. 0 June 2002 15 Core AD U Fi e lds T he f ollowi ng ADU f ields are use d by bot h age nts a nd que ues on A vaya IC. Field Name Description Set By adu_id A string that uniquely identifies the A DU. ADU Server createtime The date and time the ADU was c reated in yyyy-mm-dd hh:mm:s s format.
Cha pter 2 Th e Age n t Dat a Uni t 16 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e Age nt ADU Fie ld s T he f oll owing ADU fields a r e used by agents on A va ya I C. Field Name Description Set By auxwork.< m> .det ail A code that describes the reason that the agent entered this st ate.
AD U Co n te nt s Issue 1. 0 June 2002 17 < media> .cont actsoffered The tot al number of cont acts that arrived since the agent logged into this medi a channel. IC Manager computes ha ndled cont acts by taking the diff erence between < media> .
Cha pter 2 Th e Age n t Dat a Uni t 18 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e < media> .< n> .st ate The current media cont act state. Normalized cont act states are: Alerting Active On-Hold Wrap-up Completed Media Connector Server < media> .
AD U Co n te nt s Issue 1. 0 June 2002 19 V o ic e Dat a Containe rs The f ollowing table lis ts t he ca ll c ontaine r s in which e nd point e ve nts a nd attr ibutes a r e s tored. X r epr es ents the un iq ue ident ifi cation num be r for each end p oi nt .
Cha pter 2 Th e Age n t Dat a Uni t 20 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e Queue ADU Fields T he f oll owing ADU fields a r e used by queues on A va ya IC . voice.X.leg_id unique id (UUID) Unique leg_id of the current leg of the call.
C ont ai ners Issue 1. 0 June 2002 21 Cont ainers A c ontainer is a gr ouping of value s under a c ommon name. C ont ainer s ar e t rees of da ta within an AD U.
Cha pter 2 Th e Age n t Dat a Uni t 22 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e For example, w ithi n e a c h A DU, the T elephony S erver c reates a conta i n er c alled ts, a nd w ithin the ts conta ine r it crea t e s a s ubco nt ainer f or each of the agen t' s logi cal phones (ts.
C ont ai ners Issue 1. 0 June 2002 23 Lim i tat i o ns of Co nt a i n er Syntax The first token in a container nam e ca nnot be a s pec i a l toke n. W hen a * t oken has been us ed, s pe cial toke ns other than * c annot be subseque nt ly us e d. Note that some methods do not pe rm i t s ome tokens.
Cha pter 2 Th e Age n t Dat a Uni t 24 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e Conta ine r C onfigurati ons The following T S conf iguration parameters were a gr e e d upon with r .
C ont ai ners Issue 1. 0 June 2002 25 ED U V alu es w ri tten if t scon is se t to t r u e: voice.1.loginid voice.1.leg_id voice.1.agent_key voice.1.destination voice.1.origin voice.1.direction voice.1.connect voice.1.hold time voice.2.loginid voice.2.
Cha pter 2 Th e Age n t Dat a Uni t 26 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e ADU a nd E D U val u es w ri tt en i f co ntai ne rs_ 56_ styl e i s set t o t r ue : ADU a n d ED U V a lues wri t ten i f con tain ers _60 _sty le is se t to t ru e: voice.
27 C HAP T E R 3 E VE N T M ON I TO R IN G ADU Event Monitoring T his ch apter de s cr ibes the ev en t s tha t ar e se nt by t he AD U Ser ver . T his chapt er also ex pl ains how to ass ign a reques t on behalf of a client a nd how to esta bl ish monit ori ng c r iteri a.
Cha pt er 3 Event Mon itorin g 28 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e W hen a clie nt f irst a ssigns mon itor ing c rit e r ia to the s e r ver: A l l existing ADUs a r e chec ked to see if a ny match th e s pec i ficati on. All subs equently cre a ted A DUs are c hecked f or a mat ch.
Setti ng Eve nt Moni tori ng Cri teri a Issue 1. 0 June 2002 29 As signing t o t he ADU S e r ve r and moni tor i ng an AD U do not a dd a c lient's na me to th e int er na l list of A DU-m odifying c lients. ( T he internal l is t of c li ent s i s de s cribed in “ ADU T e r mina tion, ” on pa ge 12 .
Cha pt er 3 Event Mon itorin g 30 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e Ex ampl e: ADU .Ass ign " login id=J oe & ts.1 .
Setti ng Eve nt Moni tori ng Cri teri a Issue 1. 0 June 2002 31 T hi s a ss ign cr i te ria watches all E DUs in the sys t e m becau s e all E DU I Ds ar e l onger than empty s tr ings . C hange e vents that do not r e f lec t a c hange in t he loginid, a ny matching da ta.
Cha pt er 3 Event Mon itorin g 32 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e Boolean O perators B oolean comparisons tha t r e tur n e valua tions of t r ue or f a l se c a n be pe rformed be t w een two values. The t w o boolea n operator s a re des cribed below .
Setti ng Eve nt Moni tori ng Cri teri a Issue 1. 0 June 2002 33 Monitori ng Crite ri a: E x a mpl e s T he f oll owing exam ples demo ns tra te how to ins tr uc t the server to moni tor ADUs that f ulf ill s pe cific c r iteria. As you c an s e e , there is flexibility in s pec ifying monitori ng c r iteria.
Cha pt er 3 Event Mon itorin g 34 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e.
35 C HAP T E R 4 A LA R M S IC Ma na ge r provides s ys tem a d m inist r ation tools f or monitori ng al a r m eve nts . V isual and some t i me s audi tory al arm s (be eps) are t ri gger ed w henever t he sy stem d etect s pro bl ems th at r equi r e hum an in ter venti on, s uc h as s erv er f ail ure s .
Cha pter 4 Al a rms 36 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e FailADUCon High Connection to < uuid> closed; n dropped watchers [reason] A connection to a rem ote server has failed. T he UUID of the remote server is reported, as is the number of clients that were assigned to the server .
37 C HAP T E R 5 AD U S ER V ER C O NF IGUR AT ION System Considerations The M a x Ac tive Adus configur a ti on parameter , descr ibed be low , s hould be set with considerat i on for s ystem c ap ability.
Cha pt er 5 ADU S erver C onf ig uration 38 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e No User Interval (nouserinterval) Minimum nu mber of seconds an ADU may linger in memory when there are no users active for it. Default is 60 seconds.
C onf ig uration Par am et ers Issue 1. 0 June 2002 39 DUS tore (dustore) Enables the use of the DUS tore Server . Check the check box to enable or uncheck to disable. DUS tore ADU Batch Size (maxkills) The maximum number of ADUs that are sent to the D UStore Server in one set.
Cha pt er 5 ADU S erver C onf ig uration 40 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e DUindex Info2 (duindex.info2) The name of one of the fields used to identify the ADU in the D UStore Server . U sed with the Find method. The default value is media.
C onf ig uration Par am et ers Issue 1. 0 June 2002 41 T he fol lowi ng conf igura ti on par a meters are not pr es ented on t he ADU tab i n I C M ana ger.
Cha pt er 5 ADU S erver C onf ig uration 42 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e T he fol l ow i ng s e tt i ngs a re on t he D e bug tab of the ADU Server Editor. N o te : Pr evious versions of A va ya IC included the AD U H is tor y Server .
43 C HAP T E R 6 IDL S PE C I FIC ATI ON T he In ter face Def ini tion L a ngua ge (I DL) is defined wit hin C OR BA s tandards. I t is us ed to c r eat e interfaces tha t are c alled by client obj e cts and pr ovided by obj e c t implementa t ions . The f ollowing i s the IDL descript ion of the ADU Server .
Cha pt er 6 IDL S peci f i cat i o n 44 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e OR BSta tus S etVal uesE xtend ed( i n st ring vdu_i d, i n Seq Coup le da ta, ou t Se qStri ng ne w.
45 C HAP T E R 7 AD U S ER V ER M ETHOD S Method Objectives Clients r equest A vaya IC s ervers to pe r form vari ous functions by is s uing s erver-speci f ic me thod invocations. T he se methods be have in a sim ila r fas hion ac ros s all server s .
Cha pt er 7 ADU S erver M ethods 46 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e Y ou a r e not a s erver C annot find subc ontaine r f o r that owner Fir st token mus t be norm al here.
M ethod Ov erv iew Issue 1. 0 June 2002 47 ADU.GetUserSessions Returns the sessions of all clients b elieved to have an interest in the ADU. ADU.GetV alues Retrieves all of the values of an ADU. ADU.GetV alueHistory Returns everything that is known about the named field' s values in an ADU.
Cha pt er 7 ADU S erver M ethods 48 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e Methods The f ollowing se c t ions de s cribe the AD U Server me t hods. ADU.As sign IDL Syn t ax OR BSta tus A ssign ( in stri ng mo nito rcrit eria ) ; Descr ipt i on C re ate a s es s ion w it h th e AD U Ser ver .
AD U. Dea ssig n Issue 1. 0 June 2002 49 Ou t p ut Pa ram et ers Ret u rns C Pr og ra m E xam ple _I DL_S EQUEN CE_Co uple *seq _coup le; AD U_ID adui d; /* rec eives the id o f the crea ted ADU * / /.
Cha pt er 7 ADU S erver M ethods 50 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e If us ed w ith a conta iner na m e ( “ a.b ” ), you only delete that one name , a .b. H ow ever , the A DU Server m e t hods a r e not able to address na mes “ below ” that point.
ADU .E ven t sI n Issue 1. 0 June 2002 51 ADU.E ve ntsIn IDL Syn t ax ON EWAY Even tsIn( in s tring vdu_ id, in Se qEven t ev ents) ; Descr ipt i on T his f unc ti on adds a user - de f ine d ADU event to a n ADU. V alues in the A DU a r e update d to r efl ect the na me s and va lues i n the ev ent.
Cha pt er 7 ADU S erver M ethods 52 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e I n p u t P ara me t e rs Ou t p ut Pa ram et ers Ret u rns ADU.
A DU.Fi ndO rCr eate Issue 1. 0 June 2002 53 st atus = Ve sp_Re ques t( "A DU.Fi ndBy Key", call back , 0x2 132, ses sion , "ke y", " 1137 ", &a duid ); ADU.
Cha pt er 7 ADU S erver M ethods 54 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e Descr ipt i on T his method is res er ve d. ADU S erve r s use thi s m ethod to pass e vents to each ot her . Cli ent ap pl ic ations s hould not c all thi s me t hod .
AD U. G et Som eV alu e s Issue 1. 0 June 2002 55 Ret u rns C Pr og ra m E xam ple Get the va lue of “ myfav ori te ele men t ” f rom t h e A D U na me d by a duid. ch ar * value ; st atus = Ve sp_Re ques t( "A DU.Ge tOne Value ", ca llba ck, 0 x213 2, se ssion , adu id, "myfa vorit eele ment" , &v alue ); A D U .
Cha pt er 7 ADU S erver M ethods 56 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e Ou t p ut Pa ram et ers ADU.G et V alue s IDL Syn t ax OR BSta tus G etVal ues( in A DU_ID adu id, o ut Se qCou ple v alue s ) ; Descr ipt i on T his method retri eves all of the values of an ADU.
A DU.GetV aluesHi st ory Issue 1. 0 June 2002 57 I n p u t P ara me t e rs Ou t p ut Pa ram et ers Ret u rns AD U. G et V al u e sH is t or y IDL Syn t ax OR BSta tus G etVal uesH istor y( in ADU _ID .
Cha pt er 7 ADU S erver M ethods 58 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e Fo r exa mpl e, f ie l d quar k wa s s et twi ce, once a t ADU cr eation ( 1 1:37: 00am, by S c ot t, to “ truth ” ) an d a ga i n at ADU trans f e r (11 :38: 00, by Ja ne, to “ ch a r m ” ) .
AD U. I n crV alu e Issue 1. 0 June 2002 59 AD U.Incr V a lue IDL Syn t ax OR BSta tus I ncrVa lue( in A DU_ID adu id, i n str ing name, in long incr, o ut s tring newv alue ) ; Descr ipt i on T his m.
Cha pt er 7 ADU S erver M ethods 60 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e I n p u t P ara me t e rs Ret u rns ADU.Re m ote W a tc her IDL Syn t ax OR BSta tus R emote Watc her( in un sign ed lo ng ha ndle is, i n st ring cri) ; Descr ipt i on T his method is res er ved.
ADU. SetAn dTr ansf er Issue 1. 0 June 2002 61 ADU.S et AndT r ansfe r IDL Syn t ax OR BSta tus S etAnd Tran sfer( in A DU_I D adu id, i n st ring to, in S eqCou ple v alue s ) ; Descr ipt i on T his method combines S e t V a lues a nd T ra ns fer int o a single ca ll , a s thes e operations often oc cur to geth e r.
Cha pt er 7 ADU S erver M ethods 62 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e Th is method a l lo ws t he c a l l e r to s pecify whic h types of events are saved when ADUs ar e s e nt to the s erv e r named in the ev entsi nk c onfiguratio n pa rame te r.
AD U .Set OneValu e Issue 1. 0 June 2002 63 Ret u rns C Pr og ra m E xam ple Ve sp_R eques t_Syn c( "A DU.S etHis toryF ilte r", /* m etho d ide ntif icati on */ &e v, /* e nvir onmen t .
Cha pt er 7 ADU S erver M ethods 64 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e C Pr og ra m E xam ple /* Set one v alue. */ st atus = Ve sp_Re ques t( "A DU.Se tOne Value ", ca llba ck, 0 x213 2, se ssion , ad uid, "my_ favor ite_ eleme nt", "new valu e" ); ADU.
AD U. Su s p end Issue 1. 0 June 2002 65 Thi s method i s us e f ul f or applica ti ons that ne e d to know how name s w ere genera t ed, e s pecially for ap pl ic ations tha t make repea te d use of t he + toke n and need to be ab l e to go b ack a nd f ill in value s in the va r ious subcontainers they h ave cr eated.
Cha pt er 7 ADU S erver M ethods 66 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e I n p u t P ara me t e rs Ret u rns C Pr og ra m E xam ple st atus = Ve sp_Re ques t( "A DU.Te rmin ate", call back , 0x2 132, sess ion, adu id ) ; ADU.
ADU. Transf er Issue 1. 0 June 2002 67 Ret u rns ADU.Transfe r IDL Syn t ax OR BSta tus T ransf er( in AD U_ID adui d, in stri ng t o ) ; Descr ipt i on T his method ge ner a tes an ADU.
Cha pt er 7 ADU S erver M ethods 68 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e.
69 Sy mbol s (adudata. alarm. prior ity) 40 (adudata. data. onlyna me) 40 (adudata. event. ifnam e) 40 (adudata. eventname) 40 (adudata. perecnt) 39 (adus) 38 (checkpoint. interval) 37 (database) 38 (duindex. info1) 39 (duindex. info2) 40 (duindex. info3) 40 (duindex.
70 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e In de x ADU. SetHistoryFilter 62 ADU. SetOneValue 63 ADU. SetValues 64 ADU. SetValuesExtended 64 ADU. Terminate 65 ADU. TerminateMine 66 ADU. Transfer 67 ADU Server, overview 9 ADU. Assign 48 ADU.
Issue 1. 0 June 2002 71 Ind e x D Data Element Names 39 Database 38 database 38 Deassign method 49 Deassign method, to stop monitoring 28 DeleteOneValue method 49 DeleteSubTree method 50 DeleteValues method 50 DUindex Info1 39 DUindex Info2 40 DUindex Info3 40 DUindex Lookup1 39 DUindex Lookup2 39 duindex.
72 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e In de x Memory, use of 37 Methods, overview list o f 46 minimumagents 21 modifier 18 Monitor method 59 Multiple database serv ers, use of.
Issue 1. 0 June 2002 73 Ind e x V Victims 36 voice. 1. state 26 voice. 1. state. alerting. s tarttime 26 voice. 1. state. disconnected.starttime 26 voice. 1. state. hold. startti me 26 voice. 1. state. incall. star ttime 26 voice. 2. state 26 voice. 2.
74 Age n t Dat a Uni t Se rve r Pr ogr a mm e r ’ s G ui d e In de x.
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