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Issue 2.1 August 2003

137

Summary of Contents for Interaction Center

Page 1: ...Avaya Interaction Center Release 6 1 VTel Programmer Guide 585 248 220 Issue 2 1 August 2003...

Page 2: ...y for securing both this system and its networked equipment rests with you an Avaya customer s system administrator your telecommunications peers and your managers Base the fulfillment of your respons...

Page 3: ...plications 21 Using DDE 22 DDE requests and event messages 22 DDE in C 22 DDE in C 22 DDE in Visual Basic 23 Starting VTel from other applications 24 The asynchronous nature of the system 25 Race cond...

Page 4: ...uest IDs 41 Event messages 41 Event ID 42 Event type 42 Event name 42 seqCouple 42 Syntax example 42 Chapter 5 Methods 43 Telephone switch dependency 43 Pass through requests 44 Queuing 44 DDE 45 Init...

Page 5: ...ogin 63 LoginACD 64 LoginTelephony 65 LoginVESP 66 Logout 66 LogoutTelephony 67 LogoutVESP 68 MakeCall 68 Ping 69 Ready 69 ReadyOverride 70 ReadyPhoneset 71 Release 71 ResetPhones 71 RestartServer 72...

Page 6: ...gCall 91 Login 91 LoginTelephony 92 Logout 93 LogoutTelephony 93 LogoutVESP 93 MakeCall 94 OnHold 94 Ready 94 ReadyPreset 95 Description 95 Output Parameters 95 Examples 95 ResetPhones 95 Description...

Page 7: ...vtel ini configuration file 105 Annotated vtel ini file 106 Appendix B VTel errors 121 Reading a VTel error message 121 Alphabetical list of VTel errors 122 Appendix C VTel code tables 125 VTel WrapU...

Page 8: ...Contents 8 VTel Programmer Guide...

Page 9: ...advice CAUTION CAUTION A caution points out actions that may lead to data loss or other serious problems Font Type Meaning command This font signifies commands information that you enter into the comp...

Page 10: ...512 997 4330 Sending email with your question or problem to crmsupport avaya com You may be asked to email one or more files to Technical Support for analysis of your application and its environment N...

Page 11: ...ware release An Avaya customer who has licensed software a Licensee is entitled to make this online documentation available on an internal network or intranet solely for the Licensee s use for interna...

Page 12: ...e appropriate license agreement for terms and conditions applicable to any other use reproduction modification distribution or display of Avaya software and documentation Educational Services Avaya Un...

Page 13: ...ication that provides a means of performing standard telephony functions such as answering calls handling conference calls and transferring calls VTel is part of Avaya Computer Telephony for IC VTel c...

Page 14: ...A phone number that can accept or make calls and has at least one line appearance available There are two types of phones discussed in this manual simple phones which can only accept direct calls ACD...

Page 15: ...n be called through their Telephony IDs Agent IDs or the queue With the DEFINITY switch agents can log in physically or through Avaya Computer Telephony for IC Agents then be called through Telephony...

Page 16: ...of agents qualified to handle the call Each queue is often oriented toward a specific product service or particular skill set In some systems each time agents log into the system the skills associated...

Page 17: ...hree states the Ready state which makes the phone available to receive another call the Busy state which prevents the queue from sending a new ACD call but will generally allow new direct calls if add...

Page 18: ...o the state selected during the course of the call Immediate style Upon receipt of a call no default hangup state is indicated as part of the VTel GUI s description of the line appearance To override...

Page 19: ...ot allow overriding in this manner If an agent is configured for Auto In VTel cannot control the agent s availability If an agent is configured for Manual In either because the agent s profile is set...

Page 20: ...Definition of terms and concepts 20 VTel Programmer Guide...

Page 21: ...ons This section contains the following topics Using DDE on page 22 Starting VTel from other applications on page 24 The asynchronous nature of the system on page 25 Race conditions on page 26 Request...

Page 22: ...event messages are sent from VTel using DDE An external application may send a DDE Execute command to VTel requesting that VTel perform a specific function VTel will respond by sending back another D...

Page 23: ...soft Visual Basic a program may not send a DDE command while simultaneously processing another DDE command This limitation can generally be avoided by using a timer driven queue to send the responses...

Page 24: ...be used for a Visual Basic application x Shell VTel 6 VTel started minimized without focus Because the Shell function is asynchronous the application starting VTel must wait a short interval and verif...

Page 25: ...s at various times in any order In general applications should not make a request and postpone all other operations until the response to that request is received For example if Logout and Exit comman...

Page 26: ...ephone call the caller may hang up the agent may perform functions on the telephone set or the agent may perform functions using VTel that cause a state change Applications interacting with VTel shoul...

Page 27: ...nt the Answer request may fail because the call has ended before the request reaches the telephone switch and the EDU ID no longer exists You may not know that the Answer request did not succeed until...

Page 28: ...ommand you do not need a valid login However since Contact Engine servers also respond to this command a valid login allows you to quickly test communication to both VTel and major Contact Engine serv...

Page 29: ...call open in VTel an agent with multiple line appearances places one call on hold while placing another call for consultation an agent with multiple line appearances places one call on hold while ans...

Page 30: ...ses three 3 TCP sockets one each for the Telephony Server the EDU Server a default Telephony session If an agent has more than one phone number one 1 additional socket is required for each additional...

Page 31: ...is section includes the following topics Installing and running VTel on page 32 Configuring VTel on page 33 Using Assign to connect to VTel on page 34 Logging in access to Telephony resources on page...

Page 32: ...Support on page 10 Dynamic IP addressing The Toolkit 2 2 5 and higher supports dynamic IP address identification VTel 2 2 5 and higher are affected by this functionality If a machine on which VTel is...

Page 33: ...file and read the configuration information A description of vtel ini is given in The vtel ini configuration file on page 105 Configuration options can include OLE and VESPddeSync used to enable OLE A...

Page 34: ...cations that wish to communicate This is indicated by the LinkTopic parameter of the Assign command The LinkTopic parameter contains the description of the application to respond to and the specific D...

Page 35: ...n the ACD system allowing the agent to specify the queue that they service The syntax of a Login request is VTel Login login password agentid agentpassword stationid If the agent and station informati...

Page 36: ...rnal application a response will be returned to the requester followed by a logout event sent to each application currently monitoring events There will be no login prompt displayed unless requested b...

Page 37: ...employ a syntax consistent with that used by VTel the Telephony DDE Server and other CORBA based components The syntax is similar to a function call consisting of a command name with a list of argumen...

Page 38: ...he number of couples that will be returned in response to a request The maximum number must be a positive integer or zero It is often set to zero 0 to indicate that the response size is unlimited that...

Page 39: ...indicates send back all the values found the second zero indicates that there are no couples in the sequence where the sequence is simply being used to indicate the maximum number of couples to be re...

Page 40: ...s the request was processed without serious error This is indicated in the response below by a comma delimiter with no preceding quotes VTel VDUGetOneValue 2df5d9e6003b00002a1f430002 ani VTel VDUGetOn...

Page 41: ...the request is echoed in the response This is optional and can be used by the sender to identify the request by generating a unique ID number for each VTel VDUGetOneValue 2df5d9e6003b00007800002a1f430...

Page 42: ...e next element contains the event name The third element contains the literal word event For example VTel Disconnect event Event type The literal 0 Event name A string describing the event For example...

Page 43: ...lity and operation of certain commands is dependent on the telephone switch being used its options and software version and its configuration For example if a switch does not support standard ACD serv...

Page 44: ...telephony functions directly on phones managed by VTel Doing so may result in a momentary loss of synchronization between information in the server and that displayed by the VTel interface There are a...

Page 45: ...laceholder for the EDU ID which is returned in the response to a successful MakeCall attempt VTel MakeCall 5089525120 VTel MakeCall response 5089525120 2df5d9e6003b0000780002a1f430002 Terminating call...

Page 46: ...ponse 2df5d9e63b0000782a1f430002 ani 5089525120 Getting multiple values from the EDU The VDUGetValues method retrieves all of the values in the specified EDU up to the maximum sequence limit VTel VDUG...

Page 47: ...omplete Establish an n way conference ConferenceInit Begin a conference call Deassign Break the connection between VTel and a user application Drop Drop a party from a conference call dependent on the...

Page 48: ...y Set a phone to the Ready state dependent on the telephone switch ReadyOverride Changes the current preset to Ready dependent on the telephone switch ReadyPhoneset Set a phoneset to the Ready state d...

Page 49: ...EDU in use VDUGetCurrentValue Set the current EDU ID context notifying any GUI VDUSetValues Set multiple values in the EDU WrapUp Hang up the call enter the WrapUp state do not release the EDU depende...

Page 50: ...BStatus GetInfo out SeqCouple values ORBStatus GetPhoneInfo in string phonenumber out SeqCouple values ORBStatus GuiCallHistory in string account ORBStatus GuiLogin in string login in string password...

Page 51: ...ing phonenumber ORBStatus TransferCancel in string vduid ORBStatus TransferComplete in string vduid ORBStatus TransferInit in string vduid in string phonenumber ORBStatus VDUCreate in SeqCouple values...

Page 52: ...ote Note Use of a default phone number applies only to the local phone set A destination phone number must be supplied to make an outbound call A call may be made to a dialable number ACD queue or Use...

Page 53: ...ne to the Busy state From within an ACD call it may either preset the Busy state or hang up the call placing the phone in the Busy state For more information see Phone states after hang up on page 18...

Page 54: ...ide Notes This method is dependent on the telephone switch and the type of phone assigned Refer to the IDL chapter of your Telephony Services manual BusyPhoneset IDL Syntax ORBStatus BusyPhoneset void...

Page 55: ...onferenceCancel IDL Syntax ORBStatus ConferenceCancel in string vduid Description Following a ConferenceInit this terminates the call made to the additional party The previous conversation s are taken...

Page 56: ...02 ConferenceInit IDL Syntax ORBStatus ConferenceInit in string vduid in string phonenumber Description Initiates a conference with an additional party All previous conversations are put on hold and a...

Page 57: ...g on a busy connection If this is executed before responses to previous requests have been sent the responses are lost Drop IDL Syntax ORBStatus Drop in string vduid in string phonenumber Description...

Page 58: ...s None Examples VTel Exit Notes This method will be rejected if there is a current login in effect GetActive IDL Syntax ORBStatus GetActive out SeqString vduidvalues Description Obsolete method see VD...

Page 59: ...s Examples VTel GetPhoneInfo 0 0 VTel GetPhoneInfo response 3 3 state idle aspect_status A mode ready VTel GetPhoneInfo response 3 3 state active aspect_status O mode busy VTel GetPhoneInfo response 3...

Page 60: ...in string agentid in string agentpassword in string stationid Description Causes VTel to display its standard Login dialog prompting the agent to perform a login from the user interface This does not...

Page 61: ...up 2df5d9e6003b00007800002a1f430002 Notes Race conditions may occur if the agent also releases the call through the VTel user interface or the caller hangs up at about the same time An error condition...

Page 62: ...ok for the No load event HoldReconnect IDL Syntax ORBStatus HoldReconnect in string vduid Description Removes the hold state for a current call and makes it active Input Parameters Examples VTel HoldR...

Page 63: ...line Login IDL Syntax ORBStatus Login in string login in string password in string agentid in string agentpassword in string stationid Description Directs VTel to log into Telephony creating an assign...

Page 64: ...ects VTel to log into Telephony creating an assignment to the agent s ACD telephone set Input Parameters Output Parameters None Examples VTel LoginACD llutton qwerty Notes This method will return an e...

Page 65: ...aired with LogoutTelephony This method will return an error for an invalid login or if another login is currently in progress The agent station and queue parameters may not be needed depending on your...

Page 66: ...one set Input Parameters None Output Parameters None Examples VTel Logout Notes This method will fail if there is any work in progress Works in progress may include active phone calls and EDUs that ha...

Page 67: ...t intervals of wait_seconds until success is achieved If retry_limit is a positive integer a maximum of that many retries will occur with an interval of wait_seconds between each try A response will n...

Page 68: ...isible before logout it will be hidden after logout and the user will not be prompted for another login unless a GuiLogin request is made This allows the external application to display its own login...

Page 69: ...il Some of these failures cannot be easily predicted due to the number of factors involved For more information see Race conditions on page 26 Ping IDL Syntax ORBStatus Ping void Description Tests the...

Page 70: ...ion If in call and presets are on changes the current preset to Ready and disallows any attempts to change the preset for the remainder of the call unless by means of another override command such as...

Page 71: ...l ReadyPhoneset Notes This method is dependent on the telephone switch Refer to the IDL chapter of your Telephony Services manual to determine availability Release IDL Syntax ORBStatus Release in stri...

Page 72: ...ed previously Input Parameters Output Parameters None Examples VTel RestartServer VDU 3 3 Notes When the server restarts call state and information context will have been lost This request is ignored...

Page 73: ...s up a telephone call and terminate its EDU No further work can be performed related to this call Input Parameters Output Parameters None Examples VTel Terminate 2df5d9e6003b00007800002a1f430002 Notes...

Page 74: ...nsferComplete in string vduid Description Ends a consultative transfer by connecting the additional party to the original conversation s and disconnecting the initiating agent from the call The initia...

Page 75: ...d to an additional party using the same EDU ID as the previous call Input Parameters Output Parameters None Examples VTel TransferInit 2df5d9e6003b00007800002a1f430002 George VDUCreate IDL Syntax ORBS...

Page 76: ...n Retrieves a list of all EDUs in Avaya Computer Telephony for IC that match the given criteria including both active calls and those stored in the DUStore Server Input Parameters Output Parameters Na...

Page 77: ...nversation Connected applications may enter or change information in these EDUs any changes will result in notification events Input Parameters None Output Parameters Examples VTel VDUGetActive 0 0 VT...

Page 78: ...alue IDL Syntax ORBStatus VDUGetOneValue in string vduid in string name out string value Description Retrieves one value from an EDU Input Parameters Output Parameters Examples VTel VDUGetOneValue 2df...

Page 79: ...the ordering of return values is arbitrary and you cannot determine what has been missed VDUSetCurrent IDL Syntax ORBStatus VDUSetCurrent in string vduid Description From the list of EDU IDs being mon...

Page 80: ...ified If an external application initiates this change it must coordinate this action with the user interface to prevent the user from being surprised by the abrupt change in displayed information or...

Page 81: ...IDL chapter of your Telephony Services manual WrapUpOverride IDL Syntax ORBStatus WrapUpOverride in string phonenumber Description If in call and presets are on changes the current preset to WrapUp an...

Page 82: ...transaction with Telephony Input Parameters None Output Parameters Examples get_timeout get_timeout response 32 67108881 set_timeout IDL Syntax ORBStatus set_timeout in unsigned long number Descriptio...

Page 83: ...ssue 2 1 August 2003 83 Chapter 6 Event notification This section describes the VTel events It contains the following topics Summary of events on page 84 Event messages to other applications on page 8...

Page 84: ...e original party taken off hold ConferenceInit A conference call has been initialized The original party was put on hold and the new call has been placed Connect A phone connection has been made Disco...

Page 85: ...ansferCancel A consultative transfer has been canceled TransferComplete A consultative transfer has been completed TransferInit A consultative transfer has been initialized The original party was put...

Page 86: ...announcement message has been broadcast Output Parameters Examples VTel Announcement event 0 Announcement 1 1 Announcement Heavy activity expected today Busy Description The phone state has changed t...

Page 87: ...xamples VTel BusyPreset event 0 BusyPreset 1 1 vdu_id 2f562c0e0780261f4302 Conference Description A party has been added to a conference call Output Parameters Name Description Comments vdu_id The EDU...

Page 88: ...onference call see Drop on page 90 ConferenceCancel Description A conference call has been canceled The call to the new party has been terminated and the original conversation s have been taken off ho...

Page 89: ...s Examples VTel ConferenceInit event 0 ConferenceInit 1 1 vdu_id 334be85900000000780000111f430002 Connect Description A telephone call has been connected Output Parameters Examples VTel Connect event...

Page 90: ...vent is sent to all the parties remaining in the conference call More information may be associated with this event than is described above This is dependent on your telephone switch Refer to the Even...

Page 91: ...es VTel IncomingCall event 0 IncomingCall 2 2 call_type direct vdu_id 2f562bfa22 VTel IncomingCall event 0 IncomingCall 2 2 call_type ACD vdu_id 2df5d9e622 Login Description The user has logged in Out...

Page 92: ...equest was LoginVESP VTel Login event 0 Login 1 1 login_name jsmith LoginTelephony Description The user has logged in to Telephony and EDU services the user s telephone set has been assigned Output Pa...

Page 93: ...elephony and EDU services the user s telephone set has been deassigned Output Parameters Examples VTel LogoutTelephony event 0 LogoutTelephony 1 1 login_name jsmith LogoutVESP Description The user has...

Page 94: ...nHold 1 1 vdu_id 2f562bfa00780261f430002 Ready Description A phone is available for incoming ACD calls In general a phone can always accept direct calls if a line appearance is available Output Parame...

Page 95: ...adyPreset 0 ReadyPreset 1 1 vdu_id 2df5d9e6003b007800002a1f430002 ResetPhones Description All current telephony activity has been cleared from VTel Output Parameters None Examples VTel ResetPhones eve...

Page 96: ...estarted this event will be sent to all connected applications Output Parameters Examples VTel ServerRestart event 0 ServerRestart 1 1 interface TS TerminateConnection Description A problem has caused...

Page 97: ...Description A consultative transfer has been canceled Output Parameters Examples VTel TransferCancel event 0 TransferCancel 1 1 vdu_id 2f562aab7800261f430002 TransferComplete Description A consultativ...

Page 98: ...iption New or additional information has been attached to this EDU Only the new or changed information is presented Output Parameters Examples VTel VDUChange event 0 VDUChange 2 2 vdu_id 2df5f00655132...

Page 99: ...disconnected on hook but the EDU remains available for additional work pertaining to this call Depending on the configuration options and telephone switch the phone may have been placed in a WrapUp m...

Page 100: ...e is preset to a WrapUp state after hangup For more information see Phone states after hang up on page 18 Output Parameters Examples VTel WrapUpPreset event 0 WrapUpPreset 1 1 vdu_id 2f562883000078026...

Page 101: ...ntains the following topics The configuration file on page 101 Events on page 102 Method on page 102 Resynchronizing with the phone on page 103 The configuration file There are three vtel ini entries...

Page 102: ...FailReconnectLimit VTel displays a dialog box that allows the agent to manually attempt reconnecting when a server fails and an attempt to reconnect succeeds VTel notifies the agent that all informati...

Page 103: ...te the current call manually For some phones telephony control cannot be re established until this is done For example if the DEFINITY PBX is processing an ACD call to an agent it will not allow the A...

Page 104: ...Server failure processing 104 VTel Programmer Guide...

Page 105: ...mized for you by Avaya your vtel ini file may have more entries than are given here If your file is designed for a specific switch it will have fewer entries than are given here There may also be some...

Page 106: ...entered are given default values True or False can be any of t true yes y on 1 f false no n off 0 ACD Phone States We use simple and generic terms here which will probably differ in some respect from...

Page 107: ...copy of VTel will cause an error if an OLE controller application then attempts to assign to the non OLE VTel If no entry is found OLE functionality is disabled OLE y Enable OLE Automation for Win32 V...

Page 108: ...Agent Directory control displays logged in agents and their states If you are using IC Agent this must be set to y If you are using the VTel application stand alone and you want to see the VTel Dial...

Page 109: ...irect calls If the agent manually logs out of his phoneset and VTel has an active EDU VTel will log out after the EDU terminates only if the EDU terminates within the number of seconds entered as the...

Page 110: ...apupCategoryLabel would not be used if WrapupCodeDialog does not include Category WrapupEntryTitle wrapup_window_title WrapupViewTitle previous_code_entries_window_title WrapupReasonLabel Reason_listb...

Page 111: ..._Table OutcomeCodesIndirect Outcome_Indirect_Table CategoryCodesIndirect Category_Indirect_Table Depending on the DEFINITY code options chosen above you must provide the names of the Logout and or Aux...

Page 112: ...adyTerminate y BusyTerminate y See the discussion in Phone states after hang up on page 18 PresetState y WrapUp Ready and Busy only preset the action taken after Hangup if in an ACD call DisablePreset...

Page 113: ...mitting the assignments or by specifying a value of FFFFFFFF 8 F s For more information on COLORREFs please consult the Windows API Reference MainBackground FFFFFFFF OtherBackground FFFFFFFF Custom Op...

Page 114: ...nal reconnection attempts ServerFailPrompt Y Prompt user for reconnect attempt upon server failure Logging and Debugging All log files will roll over at about 1 MB renaming file to OLD and overwriting...

Page 115: ...ys 1 2 3 Sorting order for ListBox columns DialColumn 1 Available bitmap pictures These are currently preloaded into an application library and the following names are for reference only Each bitmap n...

Page 116: ...pad keypad_ keypad The text label associated with each bitmap button This only applies if your interface uses bitmap buttons with labels appearing adjacent to the buttons All text after the label iden...

Page 117: ...ies that do not appear in a particular GUI design are ignored Rule to_state_or_action_code from_state1 from_state2 Additional rules may be given for the down state of a button When these appear the bu...

Page 118: ...up DisabledDn Not available or usable shown down None Not visible Available actions Hangup Hangup call new state uses preset state Directory Activate the dialing directory GetMessage Show the last re...

Page 119: ...DTMF NameAliases Names displayed for states Whenever a particular GUI announces the current state this allows changing the text that is displayed Missing or commented entries use default names A stat...

Page 120: ...The vtel ini configuration file 120 VTel Programmer Guide...

Page 121: ...or entry in a VTel log might look as follows ERROR VTel Telephony error TS AnswerVDU failed Number 67109360 0 12 31 96 14 20 48 940 D 00003620 To read this example Telephony error is the error type TS...

Page 122: ...id in VTel ANI DNIS not found in VDU When setting locking or getting VDU values VDUID not valid in VTel Name not found in VDU On output to connection Connection does not exist to send connection When...

Page 123: ...ge Number out of range button label Parameter error Bad line from configuration file Request not valid in the current state On exit Must logout before exit On logout Cannot logout with active sessions...

Page 124: ...VTel errors 124 VTel Programmer Guide...

Page 125: ...chosen the wrapup dialog box contains Reason codes Category Reason codes Outcome codes Reason Outcome codes Category Reason Outcome codes The vtel ini file is used to determine which of the five optio...

Page 126: ...mited WrapupCodePrivate n Determines if codes are seen only by agent who entered them WrapupCodeRequired n Determines if an entry is required at wrapup WrapupCodeMenu n Determines if wrapup code menu...

Page 127: ...t the descriptive text associated with the code Provided that a given code always corresponds to a given description the method described above is all that is necessary for the current scheme Thus for...

Page 128: ...comeIndirectTable CategoryCodesIndirect MyCategoryIndirectTable The following are examples of Category and Indirect Category code tables in such a case Category table MyCategoryTable Indirect Category...

Page 129: ...elections Category reason and outcome codes are all used Note that in addition to the WrapUp codes VTel also writes the Telephony Server session agent login ID talk time and wrapup time In the table t...

Page 130: ...proved In the first example John Smith is the first agent to receive the call and his wrapup dialog box allows for entry of all three codes Name Description Wrapup The literal container name Wrapup n...

Page 131: ...out clicks the Busy button The vtel ini file is used to determine which of the two options is used use of either or both is allowed the names of the tables that contain the Logout Aux Reason Codes and...

Page 132: ...bbreviation for Auxiliary Work also known as Busy entries will only be used if the corresponding option s have been set to yes The code tables contain rows of codes and associated values Valid values...

Page 133: ...14 Category Codes 109 111 125 126 127 ChangePassword 55 Command name 37 Concurrent calls 29 Conference 87 ConferenceCancel 55 88 ConferenceComplete 56 88 ConferenceInit 56 89 Configuration file 19 33...

Page 134: ...HoldReconnect 62 I ID Agent 15 60 63 64 65 Event 42 Login 15 60 63 64 65 66 Request 41 Station 60 63 64 65 Telephony Login 15 60 63 64 65 66 User 52 IDL 50 Idle state 17 InCall 91 IncomingCall 91 Ini...

Page 135: ...OnHold 94 Outcome Codes 109 111 125 126 127 P Pass through requests 44 107 Password 55 60 63 64 65 66 PBX 14 Phone default 52 definition 14 Phone states After hang up 18 Auxiliary Work 17 Busy 17 54...

Page 136: ...s 21 31 37 Timeout get 82 set 82 Transfer 73 97 blind 73 97 107 consultative 74 75 97 98 TransferCancel 74 97 TransferComplete 74 97 TransferInit 75 98 U UserID 52 V VDU setting 46 VDU Object Store Se...

Page 137: ...Issue 2 1 August 2003 137...

Page 138: ...138 VTel Programmer Guide...

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