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Chapter 2   The Agent Data Unit

20 Agent Data Unit Server Programmer’s Guide

Queue ADU Fields

The following ADU fields are used by queues on Avaya IC.

voice.X.leg_id

unique id (UUID)

Unique leg_id of the current leg of the 
call.

voice.X.loginid

loginid

Login id of client at end point X.

voice.X.origin

phone number

Phone number (ANI) at other end of end 
point X.

voice.X.queue

delta time

The elapsed time in seconds between 
the creation of an EDU and the time at 
which the switch reports the call as 
queued.

voice.X.queue_number

queue number

Queue number configured within the 
CallCenter switch as an Application 
Group.

voice.X.queuetime

time in seconds

Time reported by the switch between a 
call arriving on an inbound trunk of the 
switch and the call being sent to an 
agent queue.

Note:

 Currently, this value is always zero 

(0). Subsequent releases of the 
telephony server will supply more 
meaningful values.

voice.X.ringtime

time in seconds

Time reported by the switch between 
agent phone starting to ring and agent 
answering the phone.

voice.X.talktime

time in seconds

Time reported by the switch between 
agent answering the phone and agent 
hanging up the phone.

voice.X.transfer

phone number

The phone number to which the call has 
been transferred.

Field Name

Description

Set By

abandoned

The total number of contacts that have 
been abandoned before reaching an 
agent from this queue.

Media Connector 
Server

connector

The UUID of the media connector server 
responsible for the queue.

Media Connector 
Server

contactcount

The number of contacts currently in the 
queue.

Media Connector 
Server

 (Sheet 1 of 2)

Name

Value

Explanation

Summary of Contents for Avaya Release 6.0

Page 1: ...Avaya Interaction Center Release 6 0 Agent Data Unit Server Programmer s Guide DXX 1015 01 Issue 1 0 June 2002...

Page 2: ...ount Manager 200 Ward Hill Avenue Haverhill MA 01835 USA Order Document No DXX 1015 01 Issue 1 0 June 2002 To order product documentation online go to http www avayadocs com click on Online Services a...

Page 3: ...vity 11 ADU Termination 12 Listing Active ADUs 12 The ADUID 13 The ADU Data Table 13 ADU Contents 14 Core ADU Fields 15 Agent ADU Fields 16 Voice Data Containers 19 Queue ADU Fields 20 Containers 21 C...

Page 4: ...Operators 32 Monitoring Criteria Wildcards 32 Monitoring Criteria Examples 33 4 ALARMS 35 5 ADU SERVER CONFIGURATION 37 System Considerations 37 ADU Server Alias Name 37 Configuration Parameters 37 6...

Page 5: ...ly follow the instructions in written or online documentation 2 Check the documentation that came with your hardware for maintenance or hardware related issues Font Type Meaning code This font signifi...

Page 6: ...available only in printed form A PDF document with detailed information about all of the documentation for the Avaya Interaction Center is included in the Doc directory on the product CD ROM This PDF...

Page 7: ...e sharing rental outsourcing or service bureau use or to train persons other than Licensee s employees and contractors for Licensee s internal business purposes unless previously agreed to in writing...

Page 8: ...8 Agent Data Unit Server Programmer s Guide...

Page 9: ...rate real time Agent Status monitors The ADU Server manages the ADU throughout its lifecycle It creates new ADUs stores open ADUs and provides services that enable clients to interact with an agent s...

Page 10: ...ea of the Assign method When a client Assigns to an ADU Server the Assign is relayed to other ADU Servers and they watch for ADUs that match the client s Assign criteria as well This makes Assign a re...

Page 11: ...Every agent session has a corresponding ADU When an agent logs on to Avaya IC for the first time the Avaya Toolkit invokes the ADU Create method which passes the agent s Avaya IC login ID In response...

Page 12: ...rnal list of processes that have read transferred or modified the ADU Any process that invokes a method using the ADUID of the ADU is added to the list When a client invokes the method ADU Terminate t...

Page 13: ...progenitor of this ADU The following example illustrates the structure of an ADUID ADUID 30f4216300000000780000261f430002 The ADU Data Table The data in an ADU consists of a series of sequenced name v...

Page 14: ...y more values but additional values require more memory which can affect system performance and each time the ADU Server must allocate additional memory the system slows briefly The ADU Server sets ce...

Page 15: ...Server persistence The date and time that the EDU was last stored in the DUStore Server EDU Server suspend The reason that the ADU was last removed from server memory This can be any one of the follo...

Page 16: ...f the last user of the Terminate method used as debugging information ADU Server load The maximum number of contacts that can be concurrently assigned to the agent across all of the media channels Wor...

Page 17: ...hat the agent signed out of the media channel hh mm ss format Media Connector Server media privileges This field defines the agent s capability to manipulate agent attributes such as task load for thi...

Page 18: ...late agent attributes such as task load for Avaya IC Workflow Server IC Manager state The current agent state of the agent Normalized agent states are Logged In Logged Out Available InitAuxWork AuxWor...

Page 19: ...is is base time should be zero For other cases it is elapsed time in seconds since creation of the EDU voice X abandon reason for abandoning the call in queue while ringing while on hold If the exit r...

Page 20: ...bound trunk of the switch and the call being sent to an agent queue Note Currently this value is always zero 0 Subsequent releases of the telephony server will supply more meaningful values voice X ri...

Page 21: ...e priority level assigned to the queue It can be 1 for the highest priority down to 10 for the lowest Media Connector Server servicelevel The interval within which a queued contact should be assigned...

Page 22: ...fy container names or you can allow the ADU Server to generate container names for you based on your instructions A number of special tokens are available for use when constructing container names The...

Page 23: ...been created for the same user the token seeks out the highest numbered most recently created one If no subcontainer has been created for the client the use of generates an exception To find another...

Page 24: ...l false Turns ADU Containers on off tscon bool false Turns EDU Containers on off containers_56_style bool false Determines if state statistics in the old style 5 6 are written containers_60_style bool...

Page 25: ...nt_key voice 1 destination voice 1 origin voice 1 direction voice 1 connect voice 1 holdtime voice 2 loginid voice 2 leg_id voice 2 agent_key voice 2 destination voice 2 origin voice 2 direction voice...

Page 26: ...ttime voice state hold total voice 2 state value incall voice 2 state incall starttime voice 1 state value disconnected voice 1 state disconnected startti me voice 1 stdstate 1009981854 value alerting...

Page 27: ...ADU is terminated The client receives event messages about ADUs that match the specification and continues to receive all events generated for those ADUs for as long as they match the client s monitor...

Page 28: ...Server methods ADU Assign and ADU Monitor let you set up monitoring conditions The method ADU Deassign lets you revoke them By default a client does not receive change events for the ADU changes that...

Page 29: ...result you were expecting iver 148 To test try ADU Assign state Z In a WAN your ADU server should show events coming back for all logged in agents but the other ADU servers should only get RemoteWatc...

Page 30: ...Assign method does not accept special tokens or the null token in container names These tokens have specific meanings for a particular ADU and vary from ADU to ADU The Assign method has no provision f...

Page 31: ...atch occurs or one field runs out of characters Comparisons are case sensitive Foo is not the same as foo or FOO To avoid ambiguity enclose the specified value within double quotes Within a quoted str...

Page 32: ...or exactly equal to operators Single character wildcards must have a character to match Each symbol can stand in for one character The symbol can either be placed at the end of a value a so called va...

Page 33: ...eria As you can see there is flexibility in specifying monitoring criteria Choose the method that best fits the current circumstances Criteria Example Description ts phone 1234 or ts phone 1234 Monito...

Page 34: ...Chapter 3 Event Monitoring 34 Agent Data Unit Server Programmer s Guide...

Page 35: ...owing table describes the alarms that are associated with the ADU Server Alarm Name Priority Description Cause Recommended Action AssignFail Emergency Cannot Assign to ADU s ignoring it Another ADU Se...

Page 36: ...Server The configuration of servers and domains is incorrect Contact Technical Support 1 800 886 3244 NoEventSink High A VESP_Request call failed to send a request to the server named by the EventSin...

Page 37: ...en setting an alias name for the ADU Server note that the name localADU is reserved In a WAN environment it is used to segregate an ADU Server that has been taken offline Refer to IC Administration Vo...

Page 38: ...lue explicitly The number of ADUs that can be effectively handled by the ADU Server is proportional to the system s available memory and processor speed A typical ADU requires 40K in memory Active age...

Page 39: ...ttempts an asynchronous Assign to any of them it isn t already assigned to If the Assign fails the request function itself fails the offending ADU Server is removed from the list and not retried autom...

Page 40: ...ow High Informational and Emergency Adudata Event Name adudata eventname The names of events that may be sent to the ADUDATA feed If there are no events identified all events are sent Use this paramet...

Page 41: ...ts are sent The ADUID field is always stored Use of wildcards is permitted Use this parameter with care Filtering elements from the End event may adversely affect reporting capability gencount Specifi...

Page 42: ...of seconds between messages that are sent to a server to determine if it is running The default is 60 seconds and the minimum is 1 second trace The trace parameter can contain any number of the follow...

Page 43: ...d long scope out SeqCouple matches ORBStatus GetOneValue in string vduid in string name out string value ORBStatus GetValues in string vduid out SeqCouple c ORBStatus GetActive out SeqString vduseq OR...

Page 44: ...ame ORBStatus SetAndTerminate in string vdu_id in SeqCouple data void GetUserSessions in string vdu_id out SeqString users Server ONLY ORBStatus RemoteWatcher in unsigned long handles in string cri OR...

Page 45: ...es or additions If an error occurs exceptions are raised This chapter defines the methods provided with the ADU Server Note Some program examples were formatted to fit the page Actual program lines ca...

Page 46: ...single name ADU DeleteSubTree DeleteOneValue on the given name and every name in the subcontainer beneath it cutting a branch from the tree a container represents ADU DeleteValues Given a list of name...

Page 47: ...d Transfer into a single call as these operations often occur together ADU SetDefaultHistoryFilter Reserved ADU SetHistoryFilter Allows the caller to specify which types of events are saved when an in...

Page 48: ...on page 10 for additional information Input Parameters Returns C Program Example status Vesp_Assign_Request ADU Assign callback user_data event_callback session loginid user ADU Create IDL Syntax ORB...

Page 49: ...ack 0x2132 session seq_couple aduid vesp_couple_seq_delete seq_couple ADU Deassign IDL Syntax ORBStatus Deassign Description Destroy a session with an ADU Server When a session is deassigned the flow...

Page 50: ...Input Parameters ADU DeleteValues IDL Syntax ORBStatus DeleteValues in ADU_ID aduid in SeqString names Description Given a list of names this method removes from the ADU the names and their values in...

Page 51: ...out SeqString matches Description This method returns a list of ADUIDs that match a simple criterion The ADUs found may be active in the local ADU Server or in other WAN ADU Servers depending on the s...

Page 52: ...teria Criteria to be used for the search consisting of names and values If values contain spaces or anything other than letters and numbers they must be enclosed in double quotes If the value contains...

Page 53: ...ues from the combined list of match and oncreate The id is then returned This is the only case where the oncreate parameter is used Note This method is intended to by used by the Avaya Toolkit If you...

Page 54: ...found Output Parameters Returns C Program Example SeqADU_ID ADU_ids Initialize a sequence of ADUs 0 specifies no limit ADU_ids _maximum 0 ADU_ids _length 0 ADU_ids _buffer NULL status Vesp_Request AD...

Page 55: ...emergency returns names such as data 1 emergency data brian emergency and so on Input Parameters Output Parameters ADU GetSubTree IDL Syntax ORBStatus GetSubTree in ADU_ID aduid in string name out Se...

Page 56: ...session aduid seq_couple ADU GetValueHistory IDL Syntax ORBStatus GetValueHistory in string aduid in string name out SeqString values out SeqString when out SeqString who Description GetValueHistory r...

Page 57: ...ontaining ADU_GSGETVALUE and one containing ADU_GSGETTIME The bottommost sequences in the values parameter would list values in the same order The output in names is a list of all the data names withi...

Page 58: ...h values 13 is parallel to names 13 and the first value that was set was truth values 0 1 8145264302 the time_t it was set 11 37 00am values 0 2 Scott Scott set it values 1 0 charm next value set was...

Page 59: ...The atol function is robust in that if it cannot recognize a number it returns 0 The method stores the resulting incremented value as a decimal digit string without extraneous spaces or leading zeros...

Page 60: ...orm ADU SetAndTerminate IDL Syntax ORBStatus SetAndTerminate in ADU_ID aduid in SeqCouple data Description This method combines a SetValues and a Terminate Input Parameters monitorcriteria Monitor cri...

Page 61: ...sequence of Couples seq_couple vesp_couple_seq_create fill in the field for the new ADU entry vesp_couple_seq_add_couple_values seq_couple loginid meritha to ORB_object_to_string VESP_ORB environment...

Page 62: ...ver set with the eventsink configuration parameter overriding the default history filter for one ADU The filter takes effect immediately All subsequent events generated are checked against the permiss...

Page 63: ...tring value Description This method sets one ADU data element An element that does not exist is created An element that exists is overwritten if permission allows The following fields are restricted a...

Page 64: ...xample Example of an initialized sequence with fixed values status Vesp_Request ADU SetValues callback 0x2132 session aduid values ADU SetValuesExtended IDL Syntax ORBStatus SetValuesExtended in ADU_I...

Page 65: ...now but intends to do more work on it later This method gives permission for the ADU server to retire the ADU to the DUStore on the grounds that it may not be accessed for some time ADU Terminate IDL...

Page 66: ...automatically end a client s responsibility toward the ADU The client must use the ADU Terminate or the ADU TerminateMine method to signal that it has no further interest in the ADU Returns There is n...

Page 67: ...oes not end the client s responsibility to the ADU The client must use ADU Terminate to signal that it has no further interest in modifying the ADU Input Parameters Returns C Program Example Transfer...

Page 68: ...Chapter 7 ADU Server Methods 68 Agent Data Unit Server Programmer s Guide...

Page 69: ...ed 16 ceiling 16 connector 16 contactcount 16 contactsoffered 17 currentload 17 load 17 login 17 loginid 17 logout 17 privileges 17 state 17 state total 17 updatetime 17 A abandoned 20 Active 17 18 AD...

Page 70: ...minate 65 ADU TerminateMine 66 ADU Touch 66 ADU Transfer 67 ADU transfer 28 ADU watch 28 adu_id 15 aducon 24 Adudata Alarm Priority 40 Adudata Data Only Name 40 Adudata Event Ifname 40 Adudata Event N...

Page 71: ...topping 28 Event types 27 Events list of 27 Exception Information 45 Exception information 45 F FailADUCon 36 filter 41 Find Create to Search 39 Find method 51 FindByKey method 52 53 findcreatestorese...

Page 72: ...er method 60 repackfree 38 reportkeepname 41 Reset Interval 39 Retry Interval 39 Routing requests 46 S Scan Interval 38 scaninterval 38 serverresetinterval 39 serverretryinterval 39 servicelevel 21 se...

Page 73: ...state hold total 26 voice state incall total 26 voice X 19 voice X abandon 19 voice X agent_key 19 voice X conferencedest Z 19 voice X connect 19 voice X destination 19 voice X direction 19 voice X e...

Page 74: ...74 Agent Data Unit Server Programmer s Guide Index...

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