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Avaya DXX-1015-01 User's Manual

1. type The type of resource set to per Tool Kit Issue 1 0 June 2002 15 Chapter 2 The Agent Data Unit Agent ADU Fields The following ADU fields are used by agents on Avaya IC Field Name auxwork lt m gt detail Description A code that describes the reason that the agent entered this state Set By Blender Server auxwork lt m gt endtime The time that the agent exited this AuxWork state Blender Server auxwork lt m gt starttime The time that the agent entered the current AuxWork state The lt m gt is the increment time that agent enters into a Blender Server different AuxWork state ceiling The maximum task load limit for the Workflow Server agent cobject A unique representation of the client s Tool Kit login last_termination The identity of the last user of the ADU Server Terminate method used as debugging information load The maximum number of contacts that Workflow Server can be concurrently assigned to the agent across all of the media channels login The time that the agent logged in to Tool Kit Avaya IC in hh mm ss format loginid The agent s Avaya IC login id Tool Kit logout The time that the agent logged off from Tool Kit Avaya IC in hh mm ss format lt media gt abandoned The total number of contacts that have been abandoned since the agent logged in to the media channel voice email web Media Connector Server
2. VESP_SUCCESS Request was successful VESP_ERROR ADU not found set failed or client not a valid string C Program Example Transfer an ADU char to _IDL SEQUENCE Couple values init an empty unlimited 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 amp environment to object status Vesp Request ADU SetAndTransfer callback OUL session aduid to seq_couple vesp couple seq delete seg couple ADU SetDefaultHistory Filter IDL Syntax void SetDefaultHistoryFilter in unsigned long mask Description This method is reserved Client applications should not call this method Issue 1 0 June 2002 61 Chapter 7 ADU Server Methods This method allows the caller to specify which types of events are saved when ADUs are sent to the server named in the eventsink configuration parameter The filter takes effect in subsequently created ADUs not existing ones All events generated for all subsequent ADUs are checked against the permissions in the bits set in the mask argument Events already generated are not affected The SetHistoryFilter method can be used to override the default filter for individual ADUs The bits are defined in the file generic idl as HS_NOSTART unsigned short 0x01 Do not record new events HS_NOCHANGE u
3. Symbols adudata alarm priority 40 adudata data onlyname 40 adudata event ifname 40 adudata eventname 40 adudata perecnt 39 adus 38 checkpoint interval 37 database 38 duindex infol 39 duindex info2 40 duindex info3 40 duindex lookup1 39 duindex lookup2 39 dustore 39 filter 41 findcreatestoresearch 39 idletime 37 initialdatalength 38 keepevents 39 maxkeptrevisions 39 maxkills 39 nouserinterval 38 pollwait 39 poolgrowsize 38 poolsize 38 randomkillinterval 38 repackfree 38 reportkeepname 41 scaninterval 38 serverresetinterval 39 serverretryinterval 39 suspendinterval 39 watchers 38 eduid 17 Sourcequeue 17 state 18 state 18 abandoned 16 ceiling 16 connector 16 contactcount 16 contactsoffered 17 currentload 17 load 17 login 17 Joginid 17 logout 17 privileges 17 State 17 state total 17 updatetime 17 A abandoned 20 Active 17 18 ADU 9 activity 11 agent fields 16 creation 11 description 11 listing active 12 queue fields 20 structure 13 termination 12 65 66 abnormal 15 ADU Contents 14 Adu Data Percent 39 ADU methods ADU Assign 48 ADU Create 48 ADU Deassign 49 ADU DeleteOneValue 49 ADU DeleteSubTree 50 ADU DeleteValues 50 ADU Find 51 ADU FindByKey 52 ADU FindOrCreate 53 ADU ForwardEvent 53 ADU GetActive 54 ADU GetOneValue 54 ADU GetSomeValues 55 ADU GetSubTree 55 ADU GetValueHistory 56 ADU GetVal
4. matches All names and values in the container or subcontainer ADU GetValues IDL Syntax ORBStatus GetValues in ADU_ID aduid out SeqCouple values Description This method retrieves all of the values of an ADU Input Parameters aduid Agent Data Unit Identifier Output Parameters values A sequence to contain ADU information Returns VESP_SUCCESS Request was successful VESP_ERROR ADUID was not found C Program Example Get all of the data elements active in a specific ADU _IDL SEQUENCE Couple values init an empty unlimited sequence of Couples seq couple vesp couple seq create status Vesp Request ADU GetValues callback 0x2132 session aduid seq couple ADU GetValueHistory IDL Syntax ORBStatus GetValueHistory in string aduid in string name out SeqString values out SeqString when out SegString who Description GetValueHistory returns everything that is known about the named field s values in an ADU It reports on all the values the field has had up to the limit specified with the maxkeptrevisions configuration parameter who set them and when The returned arrays are parallel with the bottommost element being the most recent 56 Agent Data Unit Server Programmer s Guide ADU GetValuesHistory Input Parameters aduid An ADUID of an existing ADU name The name of a field Output Parameters Returns values A list of values to which the named field has been set
5. lt media gt ceiling The maximum task load limit on the media channel Workflow Server amp IC Manager lt media gt connector The UUID of the Media Connector Server voice email or web Media Connector Server lt media gt contactcount The number of contacts assigned to the agent for this media channel 16 Agent Data Unit Server Programmer s Guide Media Connector Server Sheet 1 of 4 Field Name lt media gt contactsoffered lt media gt currentload Description The total number of contacts that arrived since the agent logged into this media channel IC Manager computes handled contacts by taking the difference between lt media gt contactsoffered and lt media gt abandoned The current task load assigned to the agent for this media channel This is used to throttle delivery of ADUs ADU Contents Set By Media Connector Server Workflow Server lt media gt load The maximum number of contacts that can be concurrently assigned to the agent through this media channel Workflow Server amp Blender Server lt media gt loginid The login id of the agent for this media channel Media Connector Server lt media gt login lt media gt logout The time that the agent signed into the media channel in hh mm ss format The time that the agent signed out of the media channel hh mm ss format Media Connector Server Media Connector Server lt me
6. or Monitor method each name value pair in the ADU is tested against it If the criteria determine that a match exists the ADU is watched Subsequent changes are sent to the client as change events The following values cannot be successfully used in an Assign criteria createtime createtimet duration endtime suspend termination transfercount Monitoring Criteria Syntax The general syntax of a criteria statement is method name relationalop value booleanop name relationalop value Issue 1 0 June 2002 29 Chapter 3 Event Monitoring x Example ADU Assign loginid Joe amp ts 1 s wrapup In the above example the client has assigned to the ADU Server asking it to watch for any ADU that contains the following two values Joe in the field loginid wrapup in the ts 1 s field In other words notify the client every time Joe is in the wrapup state An example of a selection criteria string when making an ADU monitor request ADU Monitor adu_id 387cdde0000100000a6403b81f450002 type per amp name jonathan amp connectrate type queue name phone queue amp idletime DR Note the spaces between the parentheses and the type designation You can construct complex statements that evaluate multiple conditions by grouping expressions together with parentheses to control the order of evaluation A single character has a special meaning when used as a monitor criteria
7. It causes all local ADUs those in the local ADU Server to be watched This is used by the IC Manager and should generally be avoided by other applications as it generates a very large amount of event traffic 66 Setting the monitor criteria to a null value stops monitoring The 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 for names that do not have ADU independent meaning The Assign and Monitor methods contain criteria strings that allow you to use additional syntax At the end of the string is a list of fields called a projection list enclosed in curly brackets where you can specify filter criteria The list is comma separated with no spaces between the fields For example specification specification You can specify the type of field name in three ways 1 A simple fieldname such as a b or c 2 A wildcard container name such as a or a d The wildcard designation can be used after a dot at either end of the specification or followed by a dot in the specification 3 A request to retrieve all of the fields below a specified point in a container tree as in a b This format collects all of the field names below the specified point in container tree It does not collect field names at 1ts own level or higher on the tree mm Exa
8. in string vdu_id out SeqString users Server ONLY ORBStatus RemoteWatcher in unsigned long handles in string cri ORBStatus ForwardEvent in unsigned long handles in Event Event void SetDefaultHistoryFilter in unsigned long mask ORBStatus SetHistoryFilter in unsigned long mask interface ADU genericdu General const unsigned long NO_OS 0x00 const unsigned long ASK OS 0x01 const unsigned long NET_NO_OS 0x02 const unsigned long NET_ASK OS 0x03 44 Agent Data Unit Server Programmer s Guide CHAPTER 7 ADU SERVER METHODS Method Objectives Clients request Avaya IC servers to perform various functions by issuing server specific method invocations These methods behave in a similar fashion across all servers For example when you invoke any of the various ADU Server Set methods existing values are overwritten Values that did not previously exist are created With the exception of the Delete methods all of the ADU Server methods generate change events to indicate changes 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 cannot be arbitrarily split Exception Information The ADU Server methods may return the following exception information Cannot use empty token Improper special token for this method Improper use of a special tok
9. Resolving a b c depends on resolving a b which does not exist anymore Callers should generally not delete elements from non leaf positions Input Parameters aduid Agent Data Unit Identifier name Name whose values are to be deleted from the ADU ADU DeleteSubTree IDL Syntax ORBStatus DeleteSubTree in ADU_ID aduid in string name Description This method does a DeleteOne Value on the given name and every name in the subcontainer beneath it cutting a branch from the tree a container represents If given a simple container name data it deletes the entire container Input Parameters aduid Agent Data Unit Identifier name Name whose values are to be deleted from the ADU 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 effect making the ADU smaller Values are deleted from active memory only This method does not interact with the database If used with a container name a b this method only deletes that one name a b However the ADU Server is not able to address names below that point Although a b c may still exist the ADU Server cannot find it even though GetSubTree on a still sees them Resolving a b c depends on resolving a b which does not exist anymore Callers should generally not delete elements from non leaf positions Input Parameters adui
10. 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 agent sessions might require 60K or more Watchers watchers The number of clients who are interested in assigning to ADU Servers To start this should be equal to the number of agents in the contact center across all contact centers in a WAN environment plus a few extra Default varies by release Always set this value explicitly as the default is very large and some memory is wasted in each ADU if the value is set too high If set too low Assigns are rejected Database database Pool Size poolsize Should be checked if you want to enable the use of HISTADD reporting unchecked if not The default is unchecked The initial amount of memory allocated for data belonging to each ADU Increase the pool size if a large amount of data is stored and performance needs to be improved The default is 2048 Pool Growth Increments poolgrowsize The amount of memory to add to the string pool for each ADU if the pool runs out Increase the pool size allocation when more memory is needed to store strings or events The default is 1024 Number of fields initialdatalength Pool Re Pack repackfree The number of fields expected in an ADU This does not limit the number of fields but when this number is exceeded the server must rea
11. The topmost level is parallel to the names sequence The next level down represents one entry for each value that names has had over time Ifa value has only been set once a common case this sequence only has one element The lowest level runs parallel to the headers parameter and has one element for each of the kinds of data requested any combination of text time and who Issue 1 0 June 2002 57 Chapter 7 ADU Server Methods For example field quark was set twice once at ADU creation 11 37 00am by Scott to truth and again at ADU transfer 11 38 00 by Jane to charm Specifying flags ADU_GSGETTIME ADU_GSGETVALUE ADU_GSGETWHO would yield header 0 ADU_GSGETVALUE header 1 ADU_GSGETTIME header 2 ADU_GSGETWHO names quark values 0 0 truth values 0 1 8145264302 values 0 2 Scott values 1 0 charm values 1 1 8145264362 values 1 2 Jane Input Parameters aduid flags Flags are first subelement is the text second is time third is who one of the names returned will be quark Nalues 13 is parallel to names 13 and the first value that was set was truth fthe time_t it was set 11 37 00am Scott set it next value set was charm set at this time Iby this loginid An ADUID of an existing ADU One or more of the ADU_GSGET flags OR d together define ADU_
12. connected voice X destination phone number Phone number of client at end point X voice X direction inbound outbound The direction of the call to or from the agent voice X exit_reason reason for exit normal transfer abandon other The switch supplies a reason for the termination of a call end point voice X holdtime Y time in seconds Time spent on hold during hold instance Y Issue 1 0 June 2002 19 Chapter 2 The Agent Data Unit Name voice X leg_id Value unique id UUID Explanation 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 sta
13. data to the most recently created subcontainer no matter who created it the null token is appropriate The is permitted only within Assign methods and is described in Monitoring Criteria Wildcards on page 32 Limitations of Container Syntax The first token in a container name cannot be a special token When a token has been used special tokens other than cannot be subsequently used Note that some methods do not permit some tokens Most do not support and some GetValues and methods like it do not meaningfully support For example in the method invocation GetValues a x the token would be interpreted as create the next number in the sequence which is not meaningful for the GetValues method as the name being generated cannot exist yet and so cannot be read Issue 1 0 June 2002 23 Chapter 2 The Agent Data Unit Container Configurations The following TS configuration parameters were agreed upon with regards to containers Parameter Type Default Description aducon bool 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 true Determines if state statistics in the new style 6 0 are written Following are examples of the results for a call scenario where an agent receives a queue call hold and retrieves it blind trans
14. element to be returned Output Parameters value One returned value from the ADU 54 Agent Data Unit Server Programmer s Guide ADU GetSomeValues Returns VESP_SUCCESS Request was successful VESP_ERROR ADUID or name not found C Program Example Get the value of myfavoriteelement from the ADU named by aduid char value status Vesp Request ADU GetOneValue callback 0x2132 session aduid myfavoriteelement amp value ADU GetSomeValues IDL Syntax ORBStatus GetSomeValues in ADU_ID aduid in string name out SeqCouple matches Description This function returns all names and values matching a container name It is one of the few that accepts the token Thus a name of data emergency returns names such as data 1 emergency data brian emergency and so on Input Parameters aduid An ADUID name A name By intent a container name Output Parameters matches All names and values in that container ADU GetSubTree IDL Syntax ORBStatus GetSubTree in ADU_ID aduid in string name out SeqCouple matches Description This function returns all names and values in the subcontainer named by name It can be given a container name fs or a subcontainer name ts and returns all names and values from that point down Input Parameters aduid An ADUID name A name By intent a container or subcontainer name Issue 1 0 June 2002 55 Chapter 7 ADU Server Methods Output Parameters
15. gt starttime Time time_t that the client assigned to Definity Telephony the TS Server voice acdname The name of the ACD the TS is serving Telephony Server voice connector voice connectorname Sheet 4 of 4 Voice Data Containers The following table lists the call containers in which end point events and attributes are stored X represents the unique identification number for each end point Y and Z represent sequence numbers within each end point s activities Sk G3 Release 5 5 manual Name voice X Value delta time Note The 6 0 style call containers are presented in this table Call containers in the 5 5 style are still supported and is documented in Appendix B of the Telephony Services for the Avaya Definity Explanation For voice 1 this is base time should be zero For other cases it is elapsed time in seconds since creation ofthe EDU voice X abandon reason for abandoning the call in queue while ringing while on hold If the exit reason of a call end point is abandon this item provides additional details voice X agent_key unique database record key The key that retrieves the agent record from the database voice X conferencedest Z voice X connect phone number delta time The destination phone number Z of a conference call where Z 1 2 3 The elapsed time in seconds between the creation of the EDU and the time the call was
16. 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 exit_reason 19 voice X holdtime Y 19 voice X leg_id 20 voice X loginid 20 voice X origin 20 voice X queue 20 voice X queue_number 20 voice X queuetime 20 voice X ringtime 20 voice X talktime 20 voice X transfer 20 W WAN environment 10 Watchers 38 watchers 38 Wildcard usage 28 Wildcards 32 Wrap up 17 18 Y youngest 21 Issue 1 0 June 2002 73 Index 74 Agent Data Unit Server Programmer s Guide
17. it and the token will find it To create a subcontainer for another client add the loginid of the client after the token that creates it as follows agent jane Whatever number it creates it will be matched by a request for agent by client jane If several subcontainers have 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 client s subcontainer add the loginid of the client after the token containername loginid null The null token contains no characters It matches the subcontainer most recently created with the token regardless of who it was created for or who the caller is This is most generally useful in creating and filling a subcontainer in one method call For example the following names given to SetValues mydata mydata age mydata height would create a new numbered subcontainer in mydata and within that same subcontainer create age and height If mydata generated mydata 3 this would generate mydata 3 age and mydata 3 height Use of the null token should occur within the same method invocation as the use of the token it relates to Otherwise some other application might use the token within the same container and ADU and change the meaning of the null token unexpectedly However if the intent is to add
18. one directory any Assign Monitor or Deassign method invocation is communicated by the local ADU Server to all other ADU Servers by a Remote Watcher method invocation Remote Watcher events are included in the ADU Server log file following Assign Monitor or Deassign events They take the form uuid RemoteWatcher nnnn abcde where uuid is the UUID of the ADU Server nnnn is a number used internally abcde is a string identifying the Assign or Monitor criteria A blank string indicates a Deassign method invocation ADU SetAndTerminate IDL Syntax ORBStatus SetAndTerminate in ADU_ID aduid in SeqCouple data Description This method combines a SetValues and a Terminate Input Parameters aduid data An ADUID Values to be set not to exceed 1023 values 60 Agent Data Unit Server Programmer s Guide ADU SetAndTransfer ADU SetAndTransfer IDL Syntax ORBStatus SetAndTransfer in ADU_ID aduid in string to in SeqCouple values Description This method combines Set Values and Transfer into a single call as these operations often occur together If the operation succeeds it generates a Change event containing all changes made to the ADU This operation is usually performed by Avaya IC components not client software Input Parameters Returns aduid Agent Data Unit Identifier to A string representing the receiving client values A list of names and values to apply to the ADU not to exceed 1023
19. s Avaya IC login ID In response the ADU Server creates an ADU assigns it a unique identifier called an ADUID and stores the creation time and the agent s login ID in the ADU This ADUID is used whenever the agent logs back into Avaya IC In other words when the same agent logs out and back in again the ADU server will attempt to reuse the same ADUID This behavior differes slightly from the way ADUIDs were created in previous versions prior to version 5 5 In older versions anew ADUID was created each time an agent logged in ADU Activity The ADU is a real time storage record that collects strings of text from multiple sources During its life the dual job of the ADU is to log the agent s state information as well as to collect the information name value data couples entered by other clients or servers 11 Chapter 2 The Agent Data Unit Any application that wants to interact with an ADU has to request it by its unique identifier the ADUID Upon request the ADU Server passes the ADUID out to other processes thus enabling applications to request access to individual ADUs The ADU Server also honors requests to watch for ADUs that contain certain values If any ADU matches the monitoring criteria the ADU Server issues event messages which contain the ADUID to interested clients Refer to ADU Event Monitoring on page 27 Typically clients want to receive event notifications about ADUs examine ADU conten
20. trademarks are based on an architecture devel oped by Sun Microsystems Inc In3D is a trademark of Visual Insights Inc InstallShield is a registered trademark and service mark of InstallShield Software Corporation in the United States and or othercountries ORBacus is a trademark of IONA Technologies PLC Formula One is a licensed trademark and Tidestone Technologies Inc Visual Components First Impression and VisualSpeller are registered trademarks of Tidestone Technologies Inc JRun is a trademark of Macromedia Inc in the United States and or other countries Intervoice is a registered trademark of Intervoice Brite Inc UNIX is a registered trademark of The Open Group in the United States and other countries Acrobat is a registered trademark of Adobe Systems Other product and brand names are trademarks of their respective owners Acknowledgment This document was written by the CRM Information Development group of Avaya CONTENTS BEFORE YOU BEGIN 44 as nt a e te da e 5 TEE ADU SERVER a a a e to lt 9 OVIEDO le A cole nee Yet 9 Start up Procedures ti E ED A ee ne te a eee 9 Cooperatiomof ADU Servers EA A 10 THE AGENT DATA UNIT 11 Definition of an ADU csi id ba 11 INES DUM SES EA e E ee 11 ADUCE ici 11 ADUACHVIY A A a BG OD re e 4 11 ADU T rmination secas 8 a tl See wale cele a tada 12 Listina Active ADR eee A A AA AI oe 12 ThiSADUIDO o ana an en BR wenns ren ee 13 TheADU D ta Fabler
21. wrapup state or when an 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 monitoring criteria The ADU Server generates seven types of events that describe changes to existing ADUs The following table lists the events and the contents of the event messages written in the ADU and sent to monitoring clients Event Description Message ADU change A modification has occurred in a monitored All affected name value ADU couples and the ADUID ADU delete Values have been deleted from the ADU All deleted values ADU drop The ADU has changed and no longer The ADUID matches the assign criteria It will no longer be monitored If the ADU later changes so that it again meets the assign criteria the client gets an ADU watch event Sheet 1 of 2 27 Chapter 3 Event Monitoring Sk Starting Event ADU end Description The ADU has been terminated The server Message All of the data elements in the passes an ADU end message to all ADU monitoring applications The new client and the ADUID Note that ADUs are not generally transferred This event is relatively rare ADU transfer The ADU has been transferred All of the data elements in the ADU Sheet 2 of 2 ADU watch The ADU matches the monitoring criteria When a client first assigns monitor
22. 0 8 11 0000 Hex representation of a uniqueness value 12 15 0000 Reserved 16 23 78000026 Hex representation of the IP address 24 27 1143 Hex representation of a port 28 31 0002 Reserved The ADU Data Table The data in an ADU consists of a series of sequenced name value couples that represent information about an agent s session on Avaya IC For example the name value pair createtime 19970704 08 00 01 represents the time the ADU was created The field name createtime is the name data element and 19970704 08 00 01 is the value assigned to the field Applications gain access to data by references to field names Issue 1 0 June 2002 13 Chapter 2 The Agent Data Unit Names are restricted to non empty strings of less than 35 characters Container names may contain more than 35 characters Refer to Container Names and Special Tokens on page 22 for information on container names Names may contain letters a z A Z digits 0 9 and the underscore character _ Data element names are case sensitive foo Foo and FOO refer to three different data elements The set of names that Avaya IC software reserves for its own system use are listed in the following section Although they are not strictly reserved words in the technical sense to use these field names for anything other than their pre defined purposes could result in conflicts between applications Values the pieces of data assigned to a fiel
23. 3 adus 38 agent fields 16 Alarm Name 35 Alarms 35 Alerting 18 Alias name reserved 37 Assign method 48 Assign request to monitor ADUs 27 AssignFail 35 autostart 41 AuxWork 18 auxwork detail 16 auxwork endtime 16 auxwork starttime 16 Available 17 18 BadADUInDS 35 Busy 17 C call containers contents QeS 5 5 19 ceiling 16 Checkpoint frequency 37 checkpoint interval 37 cobject 16 Completed 18 connector 20 contactcount 20 contactsoffered 21 Containers description of 21 limitations of tokens 23 names and tokens 22 containers_56_style 24 containers_60_style 24 Cooperation of ADU Servers 10 Create a new ADU 11 48 Create method 48 createtime 15 29 createtimet 15 29 Index D Data Element Names 39 Database 38 database 38 Deassign method 49 Deassign method to stop monitoring 28 DeleteOne Value method 49 DeleteSubTree method 50 Delete Values method 50 DUindex Infol 39 DUindex Info2 40 DUindex Info3 40 DUindex Lookupl 39 DUindex Lookup2 39 duindex infol 39 duindex info2 40 duindex info3 40 duindex lookupl 39 duindex lookup2 39 DumpADU 35 duration 15 29 DUStore 39 dustore 39 DUStore ADU Batch Size 39 E eDU methods VDU Transfer 66 educational services 7 endtime 15 29 Event Monitoring 27 Event monitoring criteria boolean operators 32 examples 33 relational operators 31 syntax 29 wildcards 32 starting 27 28 stopping 28 Event types 27 Events listof 27 Exception Informatio
24. 30 a m to 8 30 p m Eastern Standard Time Monday through Friday excluding holidays Toll free in the U S only 1 888 TECH SPT 1 888 832 4778 Direct line for international and domestic calls 512 425 2201 Direct line for faxes 512 719 8225 Sending email with your question or problem to crmsupporteavaya com You may be asked to email one or more files to Technical Support for analysis of your application and its environment Note If you have difficulty reaching Avaya Technical Support through the above URL or email N address please go to www avaya com for further information Product Documentation Most Avaya product documentation is available in both printed and online form However some reference material is available only online and certain information is 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 document is also included on the separate documentation CD ROM Readme File The Readme file is an HTML file included on the Avaya Interaction Center software CD ROM This file contains important information that was collected too late for inclusion in the printed documentation The Readme file can include installation instructions system requirements information on new product features and enhancements suggested work arounds to known problems and other informati
25. AVAYA Avaya Interaction Center Release 6 0 Agent Data Unit Server Programmer s Guide DXX 1015 01 Issue 1 0 June 2002 O 2002 Avaya Inc All Rights Reserved Notice Every effort was made to ensure that the information in this book was complete and accurate at the time of printing However information is subject to change Preventing Toll Fraud Toll fraud is the unauthorized use of your telecommunications system by an unauthorized party for example a person who is not a corporate employee agent subcontractor or working on your company s behalf Be aware that there may be a risk of toll fraud associated with your system and that if toll fraud occurs it can result in substantial additional charges for your telecommu nications services Avaya Fraud Intervention Ifyou suspect that you are being victimizedby toll fraud and you need technical support or assistance call Technical Service Center Toll Fraud Intervention Hotline at 1 800 643 2353 Providing Telecommunications Security Telecommunications security of voice data and or video communications is the prevention of any type of intrusion to that is either unauthorized or mali cious access to or use of your company s telecommunications equipment by some party Your company s telecommunications equipment includes both this Avaya product and any other voice data video equipment that could be accessed via this Avaya product that is networked eq
26. BStatus GetValues in string vduid out SeqCouple c ORBStatus GetActive out SeqString vduseg ORBStatus SetOneValue on string vduid in string name in string value ORBStatus SetValues instring vduid in SeqCouple values ORBStatus DeleteValue in string vduid in string pattern ORBStatus IncrValue in string vduid in string name in long incr out string newvalue ORBStatus Assign in stringmonitorcriteria ORBStatus Monitor in stringmonitorcriteria ORBStatus Transfer in string vduid in string to ORBStatus SetAndTransfer in string vduid in string to in SeqCouple values ORBStatus GetValuesHistory in string vduid in unsigned long flags out SeqLong headers out SeqString names out SeqSeqSeqString values ORBStatus GetValueHistory in string vduid in string name out SeqString values out SeqString when out SeqString who ORBStatus GetSubTree in string vduid in string name out SeqCouple matches ORBStatus GetSomeValues in string vdu_id in string name out SeqCouple matches 43 Chapter 6 IDL Specification ORBStatus SetValuesExtended in string vdu_id in SeqCouple data out SegString newnames ORBStatus DeleteValues in string vdu_id in SeqString names ORBStatus DeleteOneValue in string vdu_id in string name ORBStatus DeleteSubTree in string vdu_id in string name ORBStatus SetAndTerminate in string vdu_id in SeqCouple data void GetUserSessions
27. DU just as a GetOne Value might but it modifies or fetches no values As a result the caller s session and loginid are placed on the internal lists for the ADU and ifthe ADU was in the DUStore it is brought into ADU server memory Input Parameters aduid Agent Data Unit Identifier 66 Agent Data Unit Server Programmer s Guide ADU Transfer Returns VESP_SUCCESS Request was successful VESP_ERROR ADU not found in memory or in the ADU Server ADU Transfer IDL Syntax ORBStatus Transfer in ADU_ID aduid in string to Description This method generates an ADU Transfer event to any process monitoring the ADU changes the value of the transfercount element and adds the new client to the ADU s list of interested parties Transfers do not move an ADU anywhere Transferring an ADU does 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 aduid Agent Data Unit Identifier to A string representing a new client Returns VESP_SUCCESS Request was successful VESP_ERROR ADU not found or client not a valid string C Program Example Transfer an ADU char to to ORB object to string VESP ORB amp environment object Vesp Request ADU Transfer callback OUL session aduid to Issue 1 0 June 2002 67 Chapter 7 ADU Server Methods 68 Agent Data Unit Server Programmer s Guide INDEX
28. DUs Input Parameters name Search key to find ADU value Value to match if name is found Output Parameters aduid Agent Data Unit Identifier Returns VESP_SUCCESS Request was successful C Program Example Locate an ADU having a key containing 1137 52 Agent Data Unit Server Programmer s Guide ADU FindOrCreate status Vesp Request ADU FindByKey callback 0x2132 session key 1137 amp aduid ADU FindOrCreate IDL Syntax ORBStatus FindOrCreate in SeqCouple match in SeqCouple oncreate out string vdu_id Description This method searches the local server for an ADU that exactly matches all names and values in the match It does not support wildcards If a match is not found on the local server it searches other ADU servers If a match is found it returns the id of the ADU If multiple matches are found the 1d of the most recently created ADU is returned If ADU FindOrCreate does not find a match the local server creates the ADU with the names and values 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 know the ADU needs to be SE created it is recommended that you use the Create method because it is considerably faster and much more efficient Input Parameters name Search key to find ADU value Value to match if name is found Output Paramet
29. GSGETVALUE 0x01 define ADU_GSGETTIME 0x02 define ADU_GSGETWHO 0x04 Output Parameters headers A list of ADU_GSGET values names A list of ADU data names values A list of data values one per name which are lists of value histories one per value which are lists of fields text when and who Returns VESP_SUCCESS VESP_ERROR 58 Agent Data Unit Server Programmer s Guide Request was successful ADUID was not found ADU IncrValue ADU IncrValue IDL Syntax ORBStatus IncrValue in ADU_ID aduid in string name in long incr out string newvalue Description This method is a useful alternative to using SetOneValue and GetOne Value to modify a value when there is a risk that two applications might conflict This method changes one ADU data element If the element does not exist it is created An element that exists is overwritten if permission allows The value of the element is treated as a number and is converted to a long integer by use of the C function atol The specified increment is added and the element s value is set to the result Elements that do not exist are treated as if they contained a zero 0 The increment may be a negative value 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 Thus incrementing x2 by one results in 1 and incre
30. able clients to interact with an agent s record When an agent ends a session on the system the server terminates the agent s ADU The ADU Server is also responsible for monitoring the contents of ADUs When ADUs are modified the ADU Server generates events to interested clients Note The ADU server is vary similar in function to the EDU Electronic Data Unit Server With minor exceptions the ADU Server functions the same way as the EDU Server Start up Procedures When Avaya IC starts up the Avaya Toolkit starts up the ADU Server When an agent logs in to Avaya IC the Toolkit invokes the ADU FindOr method causing the ADU Server to find or create an ADU for the agent If for some reason the ADU Server is not running when an agent logs in the ADU Create method invocation causes the ADU Server to be started Chapter 1 The ADU Server Cooperation of ADU Servers When a new ADU Server is added to Avaya IC existing ADU Servers must be made aware of the new server through use of the IC Manager Refer to IC Administration Volume 1 Servers amp Domains for information on updating servers When the ADU Servers have been made aware of each other they can make requests of each other This is most significant in the area 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 relatively expen
31. act that has Media Connector been in the queue for the longest period Server priority The priority level assigned to the queue Media Connector It can be 1 for the highest priority downto Server 10 for the lowest servicelevel The interval within which a queued Media Connector contact should be assigned to an agent on the system This time period value varies across media channels Server servicelevelmiss queue_key The number of contacts that were not handled during the prescribed service level time The unique identifier for a queue for reporting on queue activity This is only set when a Queue is involved in the routing of the segment This is not set when it is a direct transfer or route to an agent or if it is routed through Advocate Media Connector Server Media Connector Server ttlqueuetime The period of time that contacts have spent in the queue Media Connector Server updatetime The time of the last update to the queue Media Connector Server youngest The arrival time of the contact that has Media Connector been in the queue for the shortest period Server Sheet 2 of 2 Containers A container is a grouping of values under a common name Containers are trees of data within an ADU Issue 1 0 June 2002 21 Chapter 2 The Agent Data Unit For example within each ADU the Telephony Server creates a container called ts and within the ts container it creates a subcontainer for each
32. active for it Default is 60 seconds Minimum is 1 second maximum is 90 minutes Random Kill Interval randomkillinterval Maximum number of seconds an ADU stays in memory after the usual timers have expired The default is 30 the range is 1 to 180 seconds Random intervals are useful when a large number of ADUs are simultaneously suspended or deleted causing the DUStore to be flooded with requests Handling the requests over a 2 minute period decreases server stress Where such a situation is unlikely more predictable timing and better memory usage result from a setting of 1 While testing to see if ADUs are being retired when they should be 1 is also an appropriate setting Scan Interval scaninterval Number of seconds to wait between checking various ADU Server timers Higher values may save some CPU time Lower values make for more predictable behavior during prototyping and testing Default is 30 seconds Minimum is 1 second maximum is 60 seconds Assume that other timers in the ADU could be off by as much as this interval 1 to start Max Active Adus adus The maximum number of ADUs that the ADU Server keeps active at the same time If more than this are created it sends an alarm and forcibly terminate the oldest one to make room for each new one This value should be somewhat greater than the number of agents using this server to handle calls The default varies by release Always set this value explicitly
33. al ADU Server should be monitored 28 Agent Data Unit Server Programmer s Guide Setting Event Monitoring Criteria Assigning to the ADU Server and monitoring an ADU do not add a client s name to the internal list of ADU modifying clients The internal list of clients is described in ADU Termination on page 12 Assigning allows the client to watch the activity of an ADU The client does not have to issue an ADU Terminate for each ADU being watched By default a client s assign criteria is distributed to all ADU servers If this 1s not desired prefix the Assign or Monitor expression with a colon symbol For example ADU Assign loginid wynn If you specify both and must come first So a b watches field a for value b and reports only on those local vdus Note In this sense local means this VDU server If you fail over to a different VDU server you SE may not get the 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 Remote Watcher requests with empty strings and should send no events back Setting Event Monitoring Criteria ADUs are selected for monitoring by criteria matching A criteria is an expression that selects some ADUs and rejects others according to a defined specification If a criteria expression is provided as a parameter to the Assign
34. ally The repeat count indicates how many times the condition has occurred since the alarm was last raised The following table describes the alarms that are associated with the ADU Server Alarm Name Priority Description AssignFail Emergency Cannot Assign to ADU s ignoring it Cause Recommended Action Another ADU Server across the WAN is unavailable A site has been cut off WAN features may not be available BadADUInDS Emergency Bad UUID s in DS s list of ADU servers Corruption in the DS has made it impossible to identify other ADU Servers for WAN work Contact Technical Support 1 800 886 3244 DumpADU High ADU overflow killing eldest The ADU limit set by the adus parameter has been reached The oldest ADUs are being removed to make room for newer ones Increase the value of the adus parameter Determine if ADUs are being left in the server when they are no longer needed and possibly adjust timer settings nouserinterval idletime Sheet 1 of 2 35 Chapter 4 Alarms AIk A Cause Recommended Alarm Name Priority Description Action FailADUCon High Connection to lt uuid gt A connection to a remote closed n dropped server has failed The UUID of watchers reason the remote server is reported as is the number of clients that were assigned to the server The reason is often ADU ServerFailed LostADUEvents High n events lost due to Event handling requests are network congestio
35. anty Avaya Inc provides a limited warranty on this product Refer to the Limited Use Software License Agreement or other applicable documentation provided with your package to establish the terms of the limited warranty Avaya Web Page http www avaya com Trademarks Avaya Conversant CustomerQ Definity DefinityOne Nabnasset Quintus and WebQ are registered trademarks or trademarks of Avaya Inc in the United States or other countries or both Portions of Avaya Interaction Center include technology used under license as listed below and are copyright of the respective companies and or their licen sors ActivePen is a trademark of ActiveState Tool Corp This product includes software developed by the Apache Software Foundation http www apache org Cognos Impromptu and Powerplay are registered trademarks of Cognos Incorporated YACC is a registered trademark of Compiler Resources Inc APEX ComponentOne VideoSoft True DBGrid VSVIEW SizerOne VS OCX VSFlexGrid VSFORUM VSREPORTS VSDOCX VSSPELL and TrueDBList are either registered trademarks or trademarks of ComponentOne LLC CT Connect Dialogic Intel and Pentium are trademarks or registered trademarks of Intel Corporation or its subsidiaries in the United States and other countries Hummingbird is a registered trademark of Hummingbird Ltd SearchServer is a trademark of Hummingbird Ltd RISC System 6000 and DirectTalk 2 are trademarks of International Busines
36. art called a name token is limited to 1 35 alphanumeric characters underscore is also permitted with entirel y numeric name tokens reserved for use with the special tokens described below Up to 31 dots 32 tokens total are permitted in a container name Note that processor usage for container names is low but is proportional to the number of tokens in the name There are four special tokens available for use with container names The simplest special token is This expands into a numeric token that is greater than the last numeric token created with a in that position for that container in that ADU The first time it is used it generates a 1 This means that if any client specifies a name of code the ADU server turns it into code 1 but the next time any client uses code in that ADU it expands into code 2 This makes it very easy to create subtrees within a container The name generated in this way will never be the name of an existing subtree The gencount and padwidth configuration parameters described in Configuration Parameters on page 37 can affect subtrees created with the token 22 Agent Data Unit Server Programmer s Guide Containers The token expands into a numeric token that belongs to the client Tokens that belong to a given client are created via a special use of the token Essentially a subcontainer created with is assumed to belong to a caller usually the one who created
37. ate hold total voice 2 state value incall voice 2 state incall starttime voice 1 state value disconnected voice 1 state disconnected startti me ADU and EDU Values written if containers_60_style is set to true voice 1 stdstate 1009981854 value alerting voice 1 stdstate 1009981854 alerting reason voice 1 stdstate 1009981856 value active voice 1 stdstate 1009981856 active reason voice 1 stdstate 1009981858 value inactive voice 1 stdstate 1009981858 inactive reason voice 2 stdstate 1009981863 value active voice 2 stdstate 1009981863 active reason voice 1 stdstate 1009981863 value terminated voice 1 stdstate 1009981863 terminated reason value 101 26 Agent Data Unit Server Programmer s Guide CHAPTER 3 EVENT MONITORING ADU Event Monitoring This chapter describes the events that are sent by the ADU Server This chapter also explains how to assign a request on behalf of a client and how to establish monitoring criteria The ADU Server continuously monitors the contents of ADUs for changes and reports those changes to interested clients through event messages Clients register their interest in ADUs by assigning to the ADU Server with a monitoring criteria which is a specification describing the condition that should generate an event notice For example a client might request notification when an agent enters
38. d are strings that may contain from 0 to 4096 characters Although longer strings are technically permissible they are strongly discouraged Any character except the null character 10 is legal An average ADU is expected to contain approximately 100 values It can hold many 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 certain name value data pairs such as the ADUID Other name value data pairs are written into the ADU by other processes Because the ADU can accept input from a variety of sources data could come from other servers or the agent s application Changes to all data values are recorded including information on who made the change and when the change was made ADU Contents This section describes the ADU fields for Avaya IC in three categories Core Agent and Queue The Core category contains the ADU fields that are used by agents and queues The Agent and Queue categories provide the ADU fields used by agents and queues respectively The following information may be maintained in an ADU by various system processes Not all of these items are maintained in all environments be treated just like reserved words with specific meanings Do not use these names for other than these explicit purposes Doing otherwise could result in misinterpretation Some are read only values to c
39. d Agent Data Unit Identifier names List of names whose values are to be deleted from the ADU 50 Agent Data Unit Server Programmer s Guide ADU Eventsin ADU Eventsin IDL Syntax ONEWAY EventsIn in string vdu_id in SegEvent events Description This function adds a user defined ADU event to an ADU Values in the ADU are updated to reflect the names and values in the event Input Parameters aduid Agent Data Unit Identifier event The event information Each event must include an event name to describe the event Requests without an event name are rejected Returns No return value One way requests do not have any returns C Program Example Event event Create space for record event vesp event create Update vesp event add couple event namel valuel Create the new ADU History event entry status Vesp Request ADU EventsIn callback 0x2132 session aduid event release memory we allocated vesp event delete event ADU Find IDL Syntax ORBStatus Find in string search criteria in unsigned long scope 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 setting in scope The criteria can be any expression an Assign method would accept The Find method especially one distributed across the WAN can take time as it ca
40. data elements in ADU events to be sent to the server specified with the Eventsink configuration parameter Each element must be entered on a separate line If this parameter is not used all data elements 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 Specifies the number of instances of a subcontainer created with the token that can exist at one time If more than this number are created the earliest is deleted For example to limit the number of subcontainers of the ts container you could set gencount to ts 3 When ts creates ts 4 ts 1 is deleted When ts 5 is created ts 2 is deleted and so on The default is O which specifies no limit all generations of a subcontainer are kept The gencount value should be set to accommodate the maximum number of active contacts for each media channel padwidth Specifies the number of digit positions required in a container name token Numbers are padded with zeroes to this position For example to specify the number of digit positions for the second token of the ts container you could set padwidth to ts 4 Subcontainers would then be named ts 0001 ts 0002 and so on The default is O which specifies no padding autostart Specifies whether the server should start automatically at the same time as the ORB Server Values true false timetype Sets ADU se
41. dia gt privileges This field defines the agent s capability to manipulate agent attributes such as task load for this media channel Media Connector Server amp IC Manager lt media gt state The media channel state of the agent Normalized channel states are Logged In Logged Out Active Available Busy Wrap up Workflow Server amp Blender Server lt media gt state lt state gt total lt media gt updatetime The total duration time of the agent in the media channel state The time thatthe media channel was last updated in hh mm ss format Media Connector Server Media Connector Server lt media gt lt n gt eduid The Electronic Data Unit EDU associated with this contact where nis the contact number for the agent on this media channel Media Connector Server lt media gt lt n gt sourcequeue The queue from which the contact was received where nis the contact number for the agent on this media channel Media Connector Server Sheet 2 of 4 Issue 1 0 June 2002 17 Chapter 2 The Agent Data Unit Field Name lt media gt lt n gt state Description The current media contact state Normalized contact states are Alerting Active On Hold Wrap up Completed Set By Media Connector Server lt media gt lt n gt state lt state gt The time that the media channel state Media Connector starttime started Serv
42. e Set one value status Vesp Request ADU SetOneValue callback 0x2132 session aduid my_favorite element new value ADU SetValues IDL Syntax ORBStatus SetValues in ADU_ID aduid in SeqCouple values Description This method sets one or more ADU data elements Data elements that do not exist are created Existing elements are updated if permission allows The following fields are restricted and cannot be changed by applications aduid termination transfercount duration createtime update_time endtime Setting values can generate watch change and drop events Input Parameters aduid Agent Data Unit Identifier values A sequence containing ADU information not to exceed 1023 values Returns VESP_SUCCESS Request was successful VESP_ERROR ADU not found or values not able to be set C Program Example Example of an initialized sequence with fixed values status Vesp Request ADU SetValues callback 0x2132 session aduid amp values ADU SetValuesExtended IDL Syntax ORBStatus SetValuesExtended in ADU_ID aduid in SeqCouple data out SeqString newnames Description This function performs a SetValues method but in addition returns a parallel list of names that it created while resolving container names For example if the data SeqCouple contained two names agent x and data the newnames list might be returned containing agent 2 x and data 4 64 Agent Data Unit Server P
43. e 38 priority 21 privileges 18 Q queue fields 20 queue_key 21 R Random Kill Interval 38 randomkillinterval 38 Remote Watcher method 60 repackfree 38 reportkeepname 41 Reset Interval 39 Retry Interval 39 72 Agent Data Unit Server Programmer s Guide Routing requests 46 S Scan Interval 38 scaninterval 38 serverresetinterval 39 serverretryinterval 39 servicelevel 21 servicelevelmiss 21 SetAndTerminate method 60 SetAndTransfer method 61 SetDefaultHistoryFilter method 61 SetHistoryFilter method 62 SetOneValue method 63 SetValues method 64 SetValuesExtended method 64 Special tokens 22 starttime 18 Start up Procedures 9 Start up procedures 9 state 18 statedetail 18 suspend 15 29 Suspend Interval 39 suspendinterval 39 System considerations 37 7 Terminate method 65 TerminateMine method 66 termination 15 29 time 15 timetype 41 Tokens 22 limitations of 23 trace 42 Transfer method 66 67 transfercount 18 transfercount 29 ts 18 ts equip 19 ts loginid 18 ts phone 18 ts ptype 18 ts starttime 19 tscon 24 ttlqueuetime 21 type 15 U updatetime 21 Index V Victims 36 voice l state 26 voice l state alerting starttime 26 voice l state disconnected starttime 26 voice l state hold starttime 26 voice l state incall starttime 26 voice 2 state 26 voice 2 state incall starttime 26 voice acdname 19 voice connector 19 voice connectorname 19 voice state hold total 26 voice state
44. e set of couples with values greater than the specified criteria string based exactly equal to For a given name find a couple that exactly matches the specified value Wildcards are not accepted not Expressions are not equal to each other The ADU Server compares the name value data within an ADU against the criteria string one character at a time starting with the leftmost character until either a mismatch 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 string means quote and means backslash If the strings match character for character they are equal Strings can also be relatively compared If one field runs out of characters without a mismatch the relatively longer field is greater for example abc lt abcd If amismatch occurs the field containing the greater character is greater for example 111 lt 119 Because the comparison is string based not numeric the field with the greater initial character is greater for example 2 gt 119 Wildcards are permitted only with the equal operator Issue 1 0 June 2002 31 Chapter 3 Event Monitoring Boolean Operators Boolean comparisons that return evaluations of true or false can be performed between two values The two boolean operators are described below Symbol Defin
45. ecom munications peers and your managers Base the fulfillment of your responsibility on acquired knowledge and resources from a variety of sources including but not limited to e Installation documents e System administration documents e Security documents e Hardware software based security tools e Shared information between you and your peers e Telecommunications security experts To prevent intrusions to your telecommunications equipment you and your peers should carefully program and configure your e Avaya provided telecommunications systems and their interfaces e Avaya provided software applications as well as their underlying hardware software platforms and interfaces e Any other equipment networked to your Avaya products Avaya National Customer Care Center Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center The support telephone number is 1 800 242 2121 Ordering Information Avaya Publications Center Voice 1 800 457 1235 International Voice 410 568 3680 Fax 1 800 457 1764 International Fax 410 891 0207 Email totalware gwsmail com Write GlobalWare Solutions Attention Avaya Account 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 and select the appropri ate product group Warr
46. ed The memory used for storage of values however is not affected Processor usage may be decreased by setting values in groups as opposed to one at a time When possible gather sets of name value pairs and apply them all at the same time ADU Server Alias Name When setting an alias name for the ADU Server note that the name local ADU is reserved In a WAN environment it is used to segregate an ADU Server that has been taken offline Refer to IC Administration Volume 1 Servers amp Domains for information on setting alias names for servers Configuration Parameters The ADU Server is configured through the IC Manager Refer to IC Administration Volume 1 Servers amp Domains for configuration instructions The following table lists the label used when configuring with IC Manager followed in parentheses by the parameter name as it is required internally by the server Label Description Checkpoint frequency Minimum interval period in seconds between requests to checkpoint a specified ADU checkpoint interval into the DUStore server A value of 1 means do not checkpoint Idle Time Number of minutes an ADU may remain inactive before being terminated The default idletime is 90 minutes Minimum is 1 minute maximum is 30 days Sheet 1 of 4 37 Chapter 5 ADU Server Configuration Label No User Interval nouserinterval Description Minimum number of seconds an ADU may linger in memory when there are no users
47. en No listing for home server for that ADU No such name lt name gt No such ADU lt aduid gt No WAN ADU services in this version Not an ADU id lt aduid gt Server only attribute Too many characters in token Too many dot separators Too many names at the same time Unknown error ADU is read only 45 Chapter 7 ADU Server Methods You are not a server Cannot find subcontainer for that owner First token must be normal here No match or illegal usage Cannot access invalidated member Routing Requests In an environment with several ADU Servers any method that accepts an ADUID routes the request to another ADU Server if the ADU named is not local to the first server ADUIDs contain location data so a server can identify which system owns each ADU Method Overview The following is a brief description of the methods available for use with the ADU Server ADU Assign ADU Create ADU Deassign ADU DeleteOneValue ADU DeleteSubTree ADU DeleteValues ADU Eventsin ADU Find ADU FindByKey ADU FindOrCreate ADU ForceTerminate ADU ForwardEvent ADU GetActive ADU GetOneValue ADU GetSomeValues ADU GetSubTree Create a session with the ADU Server Create a new ADU Destroy a session with an ADU Server This is equivalent to DeleteValues with a single name DeleteOneValue on the given name and every name in the subcontainer beneath it cutting a branch from the tree a container represents Given a list o
48. er modifier This field identifies the login id or uuid of ADU Server the user who caused the event It is inserted into each event that is sent to reporting packages owner The loginid or UUID of the application ADU Server that created the ADUID or that last used the Transfer SetTransfer methods historical privileges This field defines the agent s capability to Workflow Server amp manipulate agent attributes such astask IC Manager load for Avaya IC state The current agent state of the agent Workflow Server amp Normalized agent states are Blender Server Logged In Logged Out Available InitAuxWork AuxWork statedetail This field provides optional information Blender Server about the agent s current state transfercount The number of times the ADU was ADU Server transferred since it was created historical ts Container names beginning with ts are Definity Telephony reserved for use by the Avaya Definity Server Telephony Server ts lt n gt loginid The login id of the agent for the Avaya Definity Telephony Definity switch Server ts lt n gt phone Agent extension where nis the contact Definity Telephony number for the agent on the Avaya Server Definity switch ts lt n gt ptype The Phone type eas acd Definity Telephony Server Sheet 3 of 4 18 Agent Data Unit Server Programmer s Guide ADU Contents Field Name Description Set By ts lt n gt equip Equipment number Definity Telephony Server ts lt n
49. eration Design clients so they only need to Assign once to specify the ADUs in which they are interested Assigning to multiple ADU Servers is unnecessary and causes numerous problems Refer to Cooperation of ADU Servers on page 10 for additional information Input Parameters monitorcriteria Information used to select ADUs for monitoring If values contain anything other than letters and numbers for example spaces they should be enclosed in double quotes and or characters must be quoted by a character Refer to Starting and Stopping Event Monitoring on page 28 and Setting Event Monitoring Criteria on page 29 Returns VESP_SUCCESS Request was successful VESP_ERROR Request was unsuccessful C Program Example status Vesp Assign Request ADU Assign callback user data event callback session loginid user ADU Create IDL Syntax ORBStatus Create in SeqCouple values out ADU_ID aduid Description This method creates anew ADU This function is usually performed by the Toolkit and is hidden from normal application development The ADU Server sets the creation timestamp and ADUID Input Parameters values Initial values of the ADU not to exceed 1023 values 48 Agent Data Unit Server Programmer s Guide ADU Deassign Output Parameters Returns aduid Agent Data Unit Identifier VESP_SUCCESS Request was successful VESP_ERROR Internal error in ADU Server C Program Exa
50. ers aduid Agent Data Unit Identifier Returns VESP_SUCCESS Request was successful VESP_ERROR Requires values to find ADU The match parameter may be empty ADU ForceTerminate IDL Syntax ORBStatus ADU ForceTerminate in string duid Description Forces the ADU object to be deleted from memory and from the database both so it can no longer be used ADU ForwardEvent IDL Syntax ORBStatus ForwardEvent in unsigned long handleis in Event Event Issue 1 0 June 2002 53 Chapter 7 ADU Server Methods Description This method is reserved ADU Servers use this method to pass events to each other Client applications should not call this method ADU GetActive IDL Syntax ORBStatus GetActive out SeqADU ID aduseq Description This method finds all the active ADUs at the time the call is made Note that only ADUs currently in memory are found Output Parameters aduseq A list of active ADUs Returns VESP_SUCCESS Request was successful C Program Example SegADU_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 ADU GetActive callback user data session amp ADU ids ADU GetOneValue IDL Syntax ORBStatus GetOneValue in ADU_ID aduid in string name out string value Description This method retrieves one value from an ADU Input Parameters aduid Agent Data Unit Identifier name ADU
51. ersions of Avaya IC included the ADU History Server To support existing installations send the events to an existing ADU History Server 1 Use the default for the Eventsink parameter HISTMAP EventsIn to send events to the Reporting server 2 Setthe Reporting servers s eventforward parameter to ADUHS EventsIn The Reporting server forwards all ADU events to the ADUHS 42 Agent Data Unit Server Programmer s Guide CHAPTER 6 IDL SPECIFICATION The Interface Definition Language IDL is defined within CORBA standards It is used to create interfaces that are called by client objects and provided by object implementations The following is the IDL description of the ADU Server The virtual interface is inherited by both the EDU Server and the ADU Server Several of the methods listed are specific to the ADU Server and are therefore omitted from the method descriptions in Chapter 7 interface genericdu virtual ORBStatus Create in SeqCouple values out stringvduid ORBStatus Terminate in stringvduid void TerminateMine ONEWAY EventsIn in string vdu_id in SeqEvent events ORBStatus FindByKey in string name in string value out stringvduid ORBStatus Find in string search criteria in unsigned long scope out SeqString matches ORBStatus FindExtended in string search criteria in unsigned long scope out SeqCouple matches ORBStatus GetOneValue in string vduid in string name out string value OR
52. f Avaya software and documentation Educational Services Avaya University provides excellent training courses on a variety of topics For the latest course descriptions schedules and online registration you can get in touch with us Through the web at http learning2 avaya com Over the telephone at 800 288 5327 within the U S 001 303 406 6089 outside of the U S Through email at Avaya U Helpdeskeaccenture com Issue 1 0 June 2002 7 8 Agent Data Unit Server Programmer s Guide CHAPTER THE ADU SERVER Overview The Agent Data Unit ADU Server is responsible for tracking the state of agents at the contact center Agents are also referred to as customer service representatives or CSRs The term agent 1s used throughout this book to signify a customer service representative When an agent logs in the Avaya Interaction Center Avaya IC the ADU Server creates a record of the agent s session on the system This record is called an Agent Data Unit or ADU The ADU contains information such as the agent s login ID equipment number phone type time of login state InCall WrapUp and so on and the time the current agent state was entered It also contains a unique identifier ADUID for each ADU The information in an ADU is used by IC Manager to generate 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 en
53. f names this method removes from the ADU the name and its value history in effect making the ADU smaller Adds user defined ADU events to an ADU Returns a list of ADUIDs that match a simple criterion Finds one active local ADU based on a single search criterion Searches for a specified ADU and if not found creates the ADU Forces theADU object to be deleted from memory and from the database both so it can no longer be used Reserved Finds all the active ADUs at the time the call is made Retrieves one value from an ADU Returns all names and values matching a container name Returns all names and values in the subcontainer named by name 46 Agent Data Unit Server Programmer s Guide ADU GetUserSessions ADU GetValues ADU GetValueHistory ADU GetValuesHistory ADU IncrValue ADU Monitor ADU RemoteWatcher ADU SetAndTerminate ADU SetAndTransfer ADU SetDefaultHistoryFilter ADU SetHistoryFilter ADU SetOneValue ADU SetValues ADU SetValuesExtended ADU Terminate ADU TerminateMine ADU Touch ADU Transfer Method Overview Returns the sessions of all clients believed to have an interest in the ADU Retrieves all of the values of an ADU Returns everything that is known about the named field s values in an ADU Returns everything that is known about all values in an ADU A useful alternative to using SetOneValue and GetOneValue to modify a value when there is a risk that two applicatio
54. fer to a second agent who concludes the call Values ALWAYS written ADU Create ADU Update VDU Create loginid VDU Update voice contactcount voice acdname voice connector voice connectorname voice device voice eduid voice contactsoffered voice state loggedin voice state available voice state active voice state loggedout 24 Agent Data Unit Server Programmer s Guide ani dnis primary_ani primary_dnis loginid agent_key phone ani dnis dest orig ext loginid agent_key agent EDU Values written if tscon is set to true 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 holdtime voice 2 loginid voice 2 leg_id voice 2 agent_key voice 2 destination voice 2 origin voice 2 direction voice 2 connect voice 1 exit_reason voice 2 transfer voice 2 ringtime voice 2 queuetime voice 2 talktime voice 2 exit_reason Containers Issue 1 0 June 2002 25 Chapter 2 The Agent Data Unit ADU and EDU values written if containers_56_style is set to true voice 1 state value alerting voice 1 state alerting starttime voice 1 state value incall voice 1 state incall starttime voice state incall total voice 1 state value hold voice 1 state hold starttime voice st
55. from the provided online versions Making changes to documents is not permitted Documents may be printed only by any employee or contractor of Licensee that has been given access to the online documentation versions solely for Licensee s internal business purposes and subject to all applicable license agreements with Avaya Both online and printed versions of the documents may not be distributed outside of Licensee enterprise or used as part of commercial time 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 by Avaya If Licensee reproduces copies of printed documents for Licensee s internal business purposes then these copies should be marked For internal use only within lt Licensee gt only on the first page or cover where lt Licensee gt is the name of Licensee Licensee must fully and faithfully reproduce any proprietary notices contained in the documentation The copyrights to all documentation provided by Avaya are owned by Avaya and its licensors By printing any copy of online documentation Licensee indicates its acceptance of these terms and conditions This license only governs terms and conditions of printing online documentation Please reference the appropriate license agreement for terms and conditions applicable to any other use reproduction modification distribution or display o
56. ifname Sends an event to the ADUDATA feed only if the event contains this field This parameter can be specified multiple times to allow multiple valid names Adudata Data Only Name adudata data onlyname Filters events to the ADUDATA feed so they only contain this field The parameter can be specified multiple times to allow multiple valid names Server Group servergroup Server Status serverstatus Reserved Reserved Sheet 4 of 4 40 Agent Data Unit Server Programmer s Guide Configuration Parameters The following configuration parameters are not presented on the ADU tab in IC Manager You can set them on the Config tab of the ADU Server Editor dialog Name Description filter Sets the filter for determining which ADU events are sent to the HISTMAP server the filter Report Server The event types are start change delete transfer user and data A plus sign marks the event type for storage a minus sign excludes the event type from storage End events cannot be filtered out The data parameter encompasses all event types data is the default Each filter criterion must be entered on a separate line with subsequent lines taking precedence Examples data change only change and end events are stored change data only end events are stored Note that drop and watch events are sent to clients but are not included with the data filter aduhskeepname reportkeepname Names of
57. in ts in which the state is Available Note that the token is not available in an Assign but this use of the wildcard token can be used instead 32 Agent Data Unit Server Programmer s Guide Setting Event Monitoring Criteria Monitoring Criteria Examples The following examples demonstrate how to instruct the server to monitor ADUs that fulfill specific criteria As you can see there is flexibility in specifying monitoring criteria Choose the method that best fits the current circumstances Criteria Example ts phone 1234 or ts phone 1234 ts phone gt 0999 ts phone lt 2000 Description Monitor all calls for agent extension 1234 Monitor all calls for agent extensions 1000 through 1999 ts phone 1 Monitor all calls for agent extensions 1000 through 1999 Issue 1 0 June 2002 33 Chapter 3 Event Monitoring 34 Agent Data Unit Server Programmer s Guide CHAPTER 4 ALARMS IC Manager provides system administration tools for monitoring alarm events Visual and sometimes auditory alarms beeps are triggered whenever the system detects problems that require human intervention such as server failures Alarms are categorized as Emergency High Low or Informational For more information about monitoring alarms refer to C Administration Volume 1 Servers amp Domains To minimize Alarm Server traffic alarms that occur repeatedly are gathered by the ADU Server and raised periodic
58. increase Eventsink throughput Low values may conserve memory Retry Interval Specifies the number of seconds to wait between automatic attempts to reassign to serverretryinterval servers The minimum is 6 seconds maximum is 48 hours default is 1 minute Setting this value below 30 seconds in a production environment is not recommended as it does a synchronous DS call for a list of ADU Servers and attempts 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 automatically The retry is only attempted if the Assign callback reveals an error or a ServerFailed event arrives Reset Interval serverresetinterval Specifies the number of seconds to wait between attempts to reassign to servers after receiving an ADU FailADUCon alarm The minimum is O maximum is 48 hours default is 2 seconds Data Element Names Suspend Interval suspendinterval Number of seconds before an ADU which is suspended by use of the Suspend method by all users is considered for Suspension This parameter can be overridden by a higher value in the Suspend method The minimum is 1 maximum is 20 minutes default is 1 second Adu Data Percent adudata perecnt The percentage of ADUs that are sent to the ADU data feed used for random sampling The minimum is 0 maximum is 100 default is 0 Find Create t
59. ing criteria to the server All existing ADUs are checked to see if any match the specification All subsequently created ADUs are checked for a match Any ADUs that do match the criteria are placed under watch and an ADU Watch event message is sent to the monitoring application Changes to ADUs under watch are reported to the application by an ADU Change event Note When a client has assigned to the ADU Server it should monitor the event data stream for the data it wants rather than invoking ADU Get methods repeatedly As values are set in the ADU the ADU Server sends Change events to assigned clients The timing order and content of the Change events depend on the components setting the values are is therefore variable and Stopping Event Monitoring The ADU 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 it itself initiates This cuts down on needless event traffic It does receive other sorts of events as well as event messages for changes caused by other clients If the change causes a Watch or Drop event it is reported to the client To receive change events for the client s own changes prefix the Assign or Monitor expression with a plus symbol For example ADU Assign The asterisk in the example indicates that all ADUs in the loc
60. ith the aduhskeepname configuration parameter Input Parameters aduid Agent Data Unit Identifier mask Permission bits to be set 62 Agent Data Unit Server Programmer s Guide Returns VESP_SUCCESS Request was successful C Program Example Vesp Request Sync ADU SetHistoryFilter amp ev session amp request aduid HS NOUSER check ev for errors as needed Vesp Request Delete session request ADU SetOneValue method identification environment pointer session object pntr to pntr to request structure an ADU id The permission bit to be set for this ADU 1 ADU SetOneValue IDL Syntax Description ORBStatus SetOneValue in ADU_ID aduid in string name in string value 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 and cannot be changed by applications aduid termination transfercount duration createtime update_time endtime Setting values can generate watch change and drop events Input Parameters Returns aduid Agent Data Unit Identifier name create value The value to be set VESP_SUCCESS VESP_ERROR Request was successful The name of the ADU element to change or ADU not found or the element cannot be changed Issue 1 0 June 2002 63 Chapter 7 ADU Server Methods C Program Exampl
61. ition Description 8 and Both expressions must be true or True if one or both expressions are true For example ts 1 s Available ts 1 s WrapUp selects all ADUs in which the agent state is either Available or WrapUp Terms may also be grouped with parentheses for more complex expressions Monitoring Criteria Wildcards Instead of specifying each individual instance of a set you can use wildcard symbols to stand in for other values The wildcard symbols can be used in setting criteria given the following restrictions Wildcard usage is restricted to the equal relational operator You cannot use wildcards with the less than lt greater than gt 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 value trailing wildcard or can be entered by itself to find ADUs with an instance of any value selects all ADUs as matching Wildcard Definition Example 2 Match one character ts 1 ptype Find all couples named ts 1 ptype which contain a three character value z Match an unlimited number ts 1 s logout of characters Find all ADUs for agents that have logged out of the teleset Container names used in an Assign can use limited wildcarding Within an Assign an expression like ts s Available selects any ADU in any subcontainer
62. l users must log off and log back on again to create new ADUs Listing Active ADUs You can view a list of active ADUs and the clients interested in them with the listadu utility To use this utility 1 Copy listadu exe from the Avaya IC5 x bin directory to the directory in which the vesp imp and vespidl pk files are located which is etc by default 2 From the system prompt type listadu iinterface uusername ppassword i interface to use often ADU or VDU or an alias or uuid of such a server 12 Agent Data Unit Server Programmer s Guide The ADUID u user name to log in as often Admin p password of user No space between x and the text that follows Example listadu iBostonADU uAdmin pDaphnie There are defaults for all of these but if a login error occurs always specify u and p The ADUID When an ADU is created it is automatically given an identification number ADUID that uniquely defines the agent s Avaya IC session The ADUID is a 32 byte hexadecimal string partially composed of the time and date of creation of the ADU as well as its progenitor the software process and machine that created it A combination of the IP and port identifies which ADU Server is the progenitor of this ADU The following example illustrates the structure of an ADUID ADUID 30f421630000000078000026 11430002 Bytes a Description 0 7 30f42163 Timestamp Hex representation of the number of seconds since January 1 197
63. lients Caution The field names listed below can be used in client applications However they should 14 Agent Data Unit Server Programmer s Guide Core ADU Fields ADU Contents The following ADU fields are used by both agents and queues on Avaya IC Field Name adu_id Description A string that uniquely identifies the ADU Set By ADU Server createtime The date and time the ADU was created in yyyy mm dd hh mm ss format ADU Server createtimet The time_t of the ADU creation ADU Server duration Historical field ADU Server endtime persistence The time of the last successful termination of the ADU or equivalent such as removal due to idleness in hh mm ss format The date and time that the EDU was last stored in the DUStore Server ADU Server EDU Server suspend The reason that the ADU was last removed from server memory This can be any one of the following normal all involved parties have suspended use of the ADU expired removed from memory due to idleness exit server was shut down overflow removed from memory for other ADUs forced removed by ForceTerminate method ADU Server termination A string representing the reason for the termination of the ADU normal overflow expired or exit N A time Reserved for internal use This field is inserted into each event that is set to reporting packages and is reserved for that purpose N A
64. llocate space The default is 128 If using containers this value should possibly be increased to 256 or 512 When the specified percentage of the pool belonging to an ADU pool becomes free the ADU Server repacks the pool to save memory Sites at which performance is critical and memory is plentiful may consider using a value of 100 The default is 25 Sheet 2 of 4 38 Agent Data Unit Server Programmer s Guide Label DUStore dustore Configuration Parameters Description Enables the use of the DUStore Server Check the check box to enable or uncheck to disable DUStore ADU Batch Size maxkills The maximum number of ADUs that are sent to the DUStore Server in one set The minimum is 1 and the default is 60 Poll Wait pollwait Sets the interval for the Toolkit s Select method in hundredths of a second The default value is 5 50 milliseconds Low values increase CPU utilization High values over 100 may affect the accuracy of the scaninterval parameter Maximum number of Revisions maxkeptrevisions Determines the number of revisions of a value that are kept for access with the GetValuesHistory method The default is 4 which is generally recommended Number of Cached Adu Determines the maximum number of events to be kept in memory for each ADU The events default is 256 A setting of 64 is recommended as a reasonable number of events to keepevents be kept in memory High values may
65. menting 00034E6 by one results in 35 Input Parameters aduid Agent Data Unit Identifier name The name of the ADU element to change or create incr Increment value Output Parameters newvalue The new value of the element after the increment Returns VESP_SUCCESS Request was successful VESP_ERROR ADU nat found or the element cannot be changed C Program Example char result status Vesp Request ADU IncrValue callback 0x2132 session aduid some numeric element 1L result ADU Monitor IDL Syntax ORBStatus Monitor in string monitorcriteria Description This method changes Assign criteria It works like Assign in all respects You must have previously assigned and have not since deassigned to use this method Issue 1 0 June 2002 59 Chapter 7 ADU Server Methods Input Parameters monitorcriteria Returns VESP_SUCCESS VESP_ERROR ADU RemoteWatcher Monitor criteria string If values contain anything other than letters and numbers for example spaces they should be enclosed in double quotes and or characters must be quoted by a character Refer to ADU Event Monitoring on page 27 for additional information Request was successful Invalid monitor criteria IDL Syntax ORBStatus RemoteWatcher in unsigned long handleis in string cri Description This method is reserved Client applications should not call this method When multiple ADU Servers are listed in
66. mple _IDL SEQUENCE Couple seq couple ADU_ID aduid receives the id of the created ADU Create space for values seg couple vesp couple seq_create fill in the field for the new ADU entry vesp couple seq add couple values seq couple namel valuel vesp couple seq add couple values seq couple name2 value2 vesp couple seq add couple values seq couple name3 value3 Create the new ADU status Vesp Request ADU Create callback 0x2132 session seq couple amp aduid vesp couple seq delete seg couple ADU Deassign IDL Syntax ORBStatus Deassign Description Destroy a session with an ADU Server When a session is deassigned the flow of events from the ADU Server to the client ceases Events may continue to arrive until the response for this method is received It is not an error to deassign when no session exists Returns VESP_SUCCESS Request was successful ADU DeleteOneValue IDL Syntax ORBStatus DeleteOneValue in ADU_ID aduid in string name Description This is equivalent to DeleteValues with a single name Issue 1 0 June 2002 49 Chapter 7 ADU Server Methods If used with a container name a b you only delete that one name a b However the ADU Server methods are not able to address names below that point Although a b c may still exist the ADU Server cannot find it even though GetSubTree on a still sees them
67. mple vdu_id gt call data loginid Note Spaces are optional after the selection criteria and before the projection list The projection list itself is optional but no filtering is done without one If a projection list is used it cannot be empty 30 Agent Data Unit Server Programmer s Guide x Relational Setting Event Monitoring Criteria This assign criteria watches all EDUs in the system because all EDU IDs are longer than empty strings Change events that do not reflect a change in the loginid any matching data or any subcontainer of the call container are also suppressed Change events that not suppressed are trimmed to list only the names that are provided on the projection list The duid time and modifier fields are also provided Note Watch and drop events are not modified and they are always sent with their full content User events which are very rare would be modified as they are actually change events with a different name Operators Values can be compared to each other as described below There are four permissible relational operators In the description column the term couple refers to a name value pair Symbol Definition Description equal Find a couple that matches the specified name and value Wildcards are accepted lt less than For a given name find all couples with values less than the specified search value string based gt greaterthan For a given name find th
68. n 45 Exception information 45 F FailADUCon 36 filter 41 Find Create to Search 39 Find method 51 FindByKey method 52 53 findcreatestoresearch 39 ForwardEvent method 53 G gencount 41 GetActive method 54 GetOneValue method 54 GetSomeValues method 55 GetSubTree method 55 GetValueHistory method 56 GetValues method 56 GetValuesHistory method 57 H History maintaining duplicate 42 id 21 IDL specification 43 Idle Time 37 idletime 37 IncrValue method 59 InitAuxWork 18 initialdatalength 38 Interested parties list 12 K keepevents 39 L Label 37 last_termination 16 listadu utility 12 load 16 LocalADU as alias name 37 logfilesize 42 Logged In 17 18 Logged Out 17 18 login 16 loginid 16 logout 16 LostADUEvents 36 M Max Active Adus 37 38 Maximum number of Revisions 39 maxkeptrevisions 39 maxkills 39 media 21 Issue 1 0 June 2002 71 Index Memory use of 37 Methods overview list of 46 minimumagents 21 modifier 18 Monitor method 59 Multiple database servers use of 42 N Name value pairs defined 14 No User Interval 38 NoEventSink 36 NoMelnDS 36 nouserinterval 38 Number of Cached Adu events 39 Number of fields 38 O oldest 21 On Hold 18 Overview 9 owner 18 Ownership of an ADU 12 P padwidth 41 persistence 15 Ping Interval 42 pingtimer 42 Poll Wait 39 pollwait 39 Pool Growth Increments 38 Pool Re Pack 38 Pool Size 38 poolgrowsize 38 poolsiz
69. n or timing out n represents the error approximate number of events that have been lost NoMelnDS Emergency This ADU Server is not The configuration of servers listed inthe domain s DS and domains is incorrect for this ADU Server Contact Technical Support 1 800 886 3244 NoEventSink High A VESP_Request call The server could not be failed to send a request reached History is being lost to the server named by If you are not using a server to the EventSink archive terminated ADUs set configuration parameter the database configuration parameter to O and restart the ADU Server Check the vesp imp and vespidl pk installation files If they do not list the server and interface re install the files and restart the ADU Server Victims High Shutdown with nADUs This alarm should not be in existence objects discarded 36 Agent Data Unit Server Programmer s Guide generated Contact Technical Support 1 800 886 3244 Sheet 2 of 2 CHAPTER 5 ADU SERVER CONFIGURATION System Considerations The Max Active Adus configuration parameter described below should be set with consideration for system capability 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 agent sessions might require 60K or more Memory can be conserved by using the same data names in many ADUs The memory space for name storage is shar
70. nnot reply until it receives a response from all the other servers it contacts and combines the lists it receives A WAN wide search proceeds in parallel across all involved ADU Servers but the speed is still limited to the speed of the slowest single search In the worst case the request may start other servers that had not been started yet which can entail a significant delay Issue 1 0 June 2002 51 Chapter 7 ADU Server Methods Input Parameters search_criteria 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 a or character it must be quoted by a character scope Can be one of the following Note that the no_os designation is for consistency with the EDU Server ADU_NO_OS Check the local ADU Server only ADU_NET_NO_OS Check the WAN ADU Servers but no Object Stores Output Parameters matches List of ADUIDs meeting the search criteria Note that an empty list is considered valid and returns VESP_SUCCESS Returns VESP_SUCCESS Request was successful ADU FindByKey IDL Syntax ORBStatus FindByKey in string name in string value out ADU ID aduid Description This method finds one active local ADU based on a single search criterion or key Each ADU contains at least one unique element typically the login ID FindByKey searches only the local ADU Server for active A
71. ns might conflict and the value being changed is numeric Changes Assign criteria Reserved Combines a SetValues and a Terminate Combines SetValues and Transfer into a single call as these operations often occur together Reserved Allows the caller to specify which types of events are saved when an individual ADU is sent to the eventsink server overriding the default history filter for one ADU Sets one ADU data element Sets one or more ADU data elements Performs a SetValues but in addition returns a parallel list of names that it created while resolving container names Removes the client s name from the list of interested parties for one ADU Removes the client s name from the list of interested parties for all ADUs Accesses or touches an ADU onceper invocation as a default to prevent it from being harvested from memory out of idleness Adds a new client to an ADU s list of interested parties Issue 1 0 June 2002 47 Chapter 7 ADU Server Methods Methods The following sections describe the ADU Server methods ADU Assign IDL Syntax ORBStatus Assign in string monitorcriteria Description Create a session with the ADU Server When a session is created events are sent to the assigned Avaya IC client When multiple ADU Servers are in use Assigns watch all calls in the domain of the ADU Servers and notify the client with events when they occur This makes Assign a relatively expensive op
72. nsigned short 0x02 Do not record change events HS_NOTRANSFER unsigned short 0x04 Do not record transfer events HS_NOUSER unsigned short 0x08 Do not record user defined events HS_NODELETE unsigned short 0x10 Do not record delete events End events ADU End cannot be filtered out They must be included in the stored ADUs Data elements in the End event can be filtered with the aduhskeepname configuration parameter ADU SetHistoryFilter IDL Syntax Description ORBStatus SetHistoryFilter in ADU_ID aduid in unsigned long mask This method allows the caller to specify which types of events are saved when an individual ADU is sent to the server 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 permissions in the bits set in the mask argument Events already generated are not affected The bits are defined in the file vespidl idl as HS_NOSTART unsigned short 0x01 Do not record new events HS_NOCHANGE unsigned short 0x02 Do not record change events HS_NOTRANSFER unsigned short 0x04 Do not record transfer events HS_NOUSER unsigned short 0x08 Do not record user defined events HS_NODELETE unsigned short 0x10 Do not record delete events The end event ADU End cannot be filtered out It must be included in the stored ADU Data elements in the End event can be filtered w
73. o Search findcreatestoresearch Enables a WAN wide DUStore search on the FindOrCreate method Check the check box to enable or uncheck to disable DUindex Lookup1 duindex lookup1 The name of one of the fields used to index the ADU in the DUStore Server Used with the Find method DUindex Lookup2 duindex lookup2 The name of one of the fields used to index the ADU in the DUStore Server Used with the Find method DUindex Info1 duindex info1 The name of one of the fields used to identify the ADU in the DUStore Server Used with the Find method Sheet 3 of 4 Issue 1 0 June 2002 39 Chapter 5 ADU Server Configuration Label DUindex Info2 duindex info2 Description The name of one of the fields used to identify the ADU in the DUStore Server Used with the Find method The default value is media DUindex Info3 duindex info3 The name of one of the fields used to identify the ADU in the DUStore Server Used with the Find method The default value is site Adudata Alarm Priority adudata alarm priority Adudata Event Name An alarm priority used when raising an alarm related to the ADUDATA feed Values are Low High Informational and Emergency The names of events that may be sent to the ADUDATA feed If there are no events adudata eventname identified all events are sent Use this parameter multiple times to specify multiple events Adudata Event l name adudata event
74. of the agent s logical phones ts 1 ts 2 and so on Each data item pertaining to that logical phone takes a private subtree of the container ts 1 phone ts 1 ptype and so on Values for a second logical phone are written in fields ts 2 phone ts 2 ptype and do not interfere with values written for the first logical phone Note For the Northern Telecom Meridian Link the position ID and the IDN are considered SE separate logical phones even though they share the same physical device The ts containers are maintained by Telephony within Avaya IC You can create additional containers to suit your specific application Methods exist to return an entire container or subcontainer Using the above example to see all the data about the agent s first logical phone you would use the GetSubTree method on the ADUID and ask for ts 1 With the exception of the GetSubTree and DeleteSubTree methods there are no special container methods Any method that involves getting or setting data can use container based names Container Names and Special Tokens You can specify 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 These tokens expand into appropriate strings and automate many of the steps involved in using containers Container names have multiple parts two or more separated by dots Each p
75. on critical to successfully installing and using your Avaya software You may also receive a printed Addendum to the Readme containing similar information uncovered after the manufacture of the product CD ROM You should review the Readme file and the Readme Addendum before you install your new Avaya software Electronic Documentation The electronic documentation in PDF or HTML format for each Avaya Interaction Center product is installed automatically with the program Electronic documentation for the entire Avaya product suite is included on the product CD ROM and the documentation CD ROM You can also view the documentation set online at http www avayadocs com 6 Agent Data Unit Server Programmer s Guide Educational Services Printed Documentation You can purchase printed copies of these manuals separately For details see on the back of this manual s title page License to Print the Electronic Documentation Online copies of documentation are included on the CD ROM that accompanies every software 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 internal business purposes Licensees are granted the right to print the documentation corresponding to the software they have purchased solely for such purposes Right To Print License Terms Documents must be printed as is
76. rogrammer s Guide ADU Suspend This method is useful for applications that need to know how names were generated especially for applications that make repeated use of the token and need to be able to go back and fill in values in the various subcontainers they have created The following fields are restricted and cannot be changed by applications aduid termination transfercount duration createtime update_time endtime Setting values can generate watch change and drop events Input Parameters aduid An ADUID data Values to be set not to exceed 1023 Output Parameters newnames List of names created to resolve container names ADU Suspend IDL Syntax ORBStatus Suspend in string aduid Description Like Terminate this removes the caller s session from the ADU s session list but it does not remove the loginid from the owner s list Use this when your application is done with the ADU for 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 Syntax ORBStatus Terminate in ADU_ID aduid Description When a client creates reads modifies or transfers an ADU the client s name and session is added to internal lists When the Terminate method is invoked the client s name and session is removed from the lists for that ADU When the of names is empty the ADU is p
77. rogrammer s Guide BEFORE YOU BEGIN Typographical Conventions This guide uses the following font conventions Font Type Meaning code This font signifies commands information that you enter into the computer or information contained in a file on your computer italics This font is used to add emphasis to important words and for references to other chapter names and manual titles It also indicates variables in a command string jump Blue text in online documents indicates a hypertext jump to related information To view the related material click on the blue text Notes Tips and Cautions SE Note A note calls attention to important information 3 gt Tip A tip offers additional how to advice Caution A caution points out actions that may lead to data loss or other serious problems Contacting Technical Support If you are having trouble using Avaya software you should 1 Retry the action Carefully follow the instructions in written or online documentation 2 Check the documentation that came with your hardware for maintenance or hardware related issues 3 Note the sequence of events that led to the problem and the exact messages displayed Have the Avaya documentation available 4 If you continue to have a problem contact Avaya Technical Support by Logging in to the Avaya Technical Support Web site http www avaya com support qq Calling or faxing one of the following numbers from 8
78. rting 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 Queue ADU Fields The following ADU fields are used by queues on Avaya IC Field Name Description Set By abandoned The total number of contacts that have Media Connector been abandoned before reaching an Server agent from this queue connector The UUID of the media connector server Media Connector responsible for the queue Server contactcount The number of contacts currently in the Media Connector queue 20 Agent Data Unit Server Programmer s Guide Server Sheet 1 of 2 Containers Field Name Description Set By contactsoffered The total number of contacts received by Media Connector the queue The number of handled Server contacts is computed by IC Manager by taking the difference between contactsoffered and abandoned id The media channel specific id of the Media Connector queue The id must be unique for a Server media channel in a specific site media The type of media channel over which Media Connector the queue is receiving contacts voice email or web Server minimumagents The fewest number of agents that should be assigned to one queue Media Connector Server oldest The arrival time of the cont
79. rver timestamp format The only supported value for this version is gmt lower case Issue 1 0 June 2002 41 Chapter 5 ADU Server Configuration The following settings are on the Debug tab of the ADU Server Editor Name Description logfilesize The maximum size of the log file The default log file size is 2 560 000 bytes The minimum is 1000 bytes and the maximum is 50 000 000 bytes Ping Interval The number of seconds between messages that are sent to a server to determine if it pingtimer is running The default is 60 seconds and the minimum is 1 second trace The trace parameter can contain any number of the following settings comma separated no spaces permitted This following list works for MTT servers STT servers have some minor differences idl Whether requests responses and events are logged flush Whether the logged information if forced to disk after each significant operation timing Whether requests have timing information logged explain Whether requests explain which server they were sent to and why on Whether logging happens at all thread Whether each log entry contains the id of the thread that wrote it usr1 through usr8 For use by third party implementers dev1 reserved appverbose Used by individual applications appwarn Used by individual applications debug Used by individual applications debug2 Used by individual applications Sk Note Previous v
80. s Machines Corporation in the United States or other countries or both IBM OS 2 AS 400 CICS WebSphere CT VisualAge and DirectTalk are registered trademarks of International Business Machines Corporation in the United States or other countries or both Lotus and Lotus Sametime are trademarks or registered trademarks of Lotus Development Corporation and or IBM Corporation in the United States other countries or both VisualX is a registered trademark of Intergroup Technologies Inc ActiveX Visio Intemet Explorer Windows Windows NT Windows 2000 Win32s SQL Server Visual Basic Visual C Outlook and FrontPage are either registered trademarks or trademarks of Microsoft Corporation in the United States and or other countries TimesTen is a registered trademark of TimesTen Performance Software Oracle is a registered trademark and Oracle8i and Oracle SQL Services are trademarks or registered trademarks of Oracle Corporation Rogue Wave and h are registered trademarks of Rogue Wave Software Inc SourcePro is a trademark of Rogue Wave Software Inc Siebel is atrademark of Siebel Systems Inc BasicScript is a registered trademark of Summit Software Company Sun iPlanet Java Solaris JRE J2EE JavaServer Pages and all Java based trademarks are trademarks or registered trademarks of Sun Microsystems Inc in the United States other countries or both SPARC is a registered trademark of SPARC Intemational Inc Products bearing SPARC
81. sive operation and clients should be designed so they only need to Assign once to specify the ADUs in which they are interested Assigning to multiple ADU Servers is unnecessary and causes numerous problems Every ADUID identifies the server that created it and the time at which it was created When a client requests access to an ADU the ADU Server that the client is using acts as a proxy to the originating ADU Server of the ADU 10 Agent Data Unit Server Programmer s Guide CHAPTER 2 THE AGENT DATA UNIT Definition of an ADU When an agent logs in to Avaya IC for the first time a record called an Agent Data Unit ADU is created The ADU contains information about the agent s activities during the session A typical ADU might contain the time the agent logged in the various states the agent entered InCall WrapUp and so on and the time when the agent last entered each state Note When an agent logs back into Avaya IC a new ADU is not created Avaya IC uses the ADU N that was created at the initial login The information in ADUs is used to create Agent Status monitors in IC Manager The ADU Lifecycle The lifecycle of an ADU is comprised of three stages creation activity and termination Each of these stages is discussed in this section ADU Creation 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
82. ts and modify ADU values These activities are supported through method invocations For example a client could invoke one of the Get methods GetOneValue GetSomeValues and so on to ask the ADU Server to return values in an ADU Chapter 7 of this manual describes the methods supporting these activities ADU Termination When an agent logs out of Avaya IC the agent s ADU should be closed Before an ADU can be closed the ADU Server must first verify that all processes are done with it For each ADU the ADU Server maintains an internal 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 the client s name is removed from the list When the list is empty the ADU can be terminated Note In some configurations it is possible for the agent to log out of the teleset without logging SE out of Avaya IC The ADU is not closed in this case Safeguards are built into the ADU Server to terminate suspicious ADUs in other words those that appear to have been lost Any ADU that has been idle for an extended period thirty minutes by default is automatically terminated The idle time can be changed with the Idle Time configuration parameter as described in Configuration Parameters on page 37 If the ADU Server goes down all ADUs are closed For Agent Status monitors to be accurate al
83. ues 56 ADU GetValuesHistory 57 ADU IncrValue 59 ADU Monitor 59 ADU RemoteWatcher 60 ADU SetAndTerminate 60 ADU SetAndTransfer 61 ADU SetDefaultHistoryFilter 61 69 Index 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 change 27 ADU Create 48 ADU Deassign 49 ADU delete 27 ADU DeleteOneValue 49 ADU DeleteSubTree 50 ADU DeleteValues 50 ADU drop 27 ADU end 28 ADU EventsIn 51 ADU Find 51 ADU FindByKey 52 ADU FindOrCreate 53 ADU ForceTerminate 53 ADU ForwardEvent 53 ADU GetActive 54 ADU GetOneValue 54 ADU GetSomeValues 55 ADU GetSubTree 55 ADU GetValueHistory 56 ADU GetValues 56 ADU GetValuesHistory 57 ADU IncrValue 59 ADU Monitor 59 ADU RemoteWatcher 60 ADU SetAndTerminate 60 ADU SetAndTransfer 61 ADU SetDefaultHistoryFilter 61 ADU SetHistoryFilter 62 ADU SetOneValue 63 ADU SetValues 64 ADU SetValuesExtended 64 ADU Suspend 65 ADU Terminate 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 70 Agent Data Unit Server Programmer s Guide Adudata Event Name 40 adudata alarm priority 40 adudata data onlyname 40 adudata event ifname 40 adudata eventname 40 adudata perecnt 39 ADUHS support for 42 aduhskeepname 41 ADUID 9 ADUID structure of 1
84. uipment An outside party is anyone who is not a corporate employee agent subcon tractor or working on your company s behalf Whereas a malicious party is anyone including someone who may be otherwise authorized who accesses your telecommunications equipment with either malicious or mischievous intent Such intrusions may be either to through synchronous time multiplexed and or circuit based or asynchronous character message or packet based equip ment or interfaces for reasons of Utilization of capabilities special to the accessed equipment e Theft such as of intellectual property financial assets or toll facility access Eavesdropping privacy invasions to humans e Mischief troubling but apparently innocuous tampering e Harm such as harmful tampering data loss or alteration regardless of motive or intent Be aware that there may be a risk of unauthorized intrusions associated with your system and or its networked equipment Also realize that if such an intru sion should occur it could result in a variety of losses to your company includ ing but not limited to human data privacy intellectual property material assets financial resources labor costs and or legal costs Your Responsibility for Your Company s Telecommunications Security The final responsibility for securing both this system and its networked equip ment rests with you an Avaya customers system administrator your tel
85. urged from the system and is used for reporting When the list of sessions is empty but the list of names is not this can occur if Suspend is used the ADU may be moved to the DUStore for temporary storage Issue 1 0 June 2002 65 Chapter 7 ADU Server Methods Input Parameters aduid Agent Data Unit Identifier Returns VESP_SUCCESS Request was successful VESP_PARTIAL_ The ADU was not found in memory SUCCESS VESP_ERROR Specified ADU does not exist C Program Example status Vesp Request ADU Terminate callback 0x2132 session aduid ADU TerminateMine IDL Syntax void TerminateMine Description When a client creates reads modifies or transfers an ADU the client s name is added to an internal list of clients When the TerminateMine method is invoked the client s name is removed from the list for all ADUs The Terminate method is marginally faster than TerminateMine and is therefore preferable when the ADUID is known It is important to realize that transferring a call does not 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 no return value C Program Example status Vesp Request ADU TerminateMine callback 0x2132 session ADU Touch IDL Syntax ORBStatus Touch in string aduid Description This method accesses an A
86. ust sr dan tr an Su he et he a eh dr a 13 ADU Contents 2 25 sheet a di als 14 Cors ADU Fields ote eee a Baad Vie RG etl themed PA 15 Ascent ADU Fields unse tree A 6 PR e ads 16 Voice Data Containers i scsi ee oe ad ee a a ea ER 19 Queue ADU Fields Less dt kas hie a asien eo 20 CONTAINM ES a A AA hid ea E ba BE a Re OE a BG 21 Container Names and Special Tokens sn ta a 22 Limitations of Container Syntax A A Re 23 Container Contursi ee fe ta 24 EVENT MONITORING a at 27 ADU Event Mentoren A AA ar oe OS SR NE IA 27 Starting and Stopping Event Monitoring 28 Contents Setting Event Monitoring Criteria 1 2 2 2 a2 Le sas ea ra a aa 29 Monitoring Criteria Syntax A ee NSS LE AE dt 29 Relational Operators sir ri Du 31 Boolean Operators units AAA OA 32 Monitoring Criteria Wildcards uc A ne aa 32 Monitoring Criteria Examples na tea en aa 33 de ALARM soos ne Wenn A 35 5 ADU SERVER CONFIGURATION 37 System Considerations ri BED aa be SOS AA ewes 37 ADU Server Ahas Name tease ras dd e in la e a da 37 Configuration Parameters lt br eh a 37 6 UDE SPECIBICA ION da eerie eae ee eG ere eens 43 T ADU SERVER METHODS aussen 45 Method Objectives A ane tt de 45 Exception Information ae A AA ae 45 Routine REQUEST va ae Bee kein 46 Method ON ENIENT ds N ie Te e A a as ADA 46 Melodia e da a a o o a is Cl 48 INDEX e ai 69 4 Agent Data Unit Server P
87. when When the field was set to each value time_t string who The session ID of the client that set each value VESP_SUCCESS Request was successful VESP_ERROR ADUID was not found ADU GetValuesHistory IDL Syntax Description ORBStatus GetValuesHistory in ADU_ID aduid in unsigned long flags out SeqLong headers out SeqString names out SeqSeqSeqString values GetValuesHistory returns everything that is known about all values in an ADU For each named field in an ADU it reports on all the values the field has had up to the limit specified with the maxkeptrevisions configuration parameter who set them and when By providing the various ADU_GSGET flags you can control which of these values are returned The output in headers is a list of your specified flags one per long integer This indicates the order in which the bottommost sequence of strings in the values parameter are filled Thus 1f you specify ADU_GSGETVALUE ADU_GSGETTIME headers would come back with two long integers one containing 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 within the ADU Container elements each get their own entry The topmost sequences in values are in the name order so if names 3 is x values 3 is the sequence that describes the history for x Values itself runs three levels down

Avaya DXX-1015-01 User's Manual

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