Avaya DXX-1015-01 User Manual

Avaya™ Interaction Center Release 6.0Agent Data Unit Server Programmer’s GuideDXX-1015-01Issue 1.0June 2002

Chapter 1 The ADU Server10 Agent Data Unit Server Programmer’s GuideCooperation of ADU ServersWhen a new ADU Server is added to Avaya IC, existing A

11CHAPTER 2THE AGENT DATA UNITDefinition of an ADUWhen an agent logs in to Avaya IC for the first time, a record called an Agent Data Unit (ADU) is cr

Chapter 2 The Agent Data Unit12 Agent Data Unit Server Programmer’s GuideAny application that wants to interact with an ADU has to request it by its

The ADUIDIssue 1.0 June 2002 13-u user name to log in as (often Admin) -p password of user No space between -x and the text that follows.Example: list

Chapter 2 The Agent Data Unit14 Agent Data Unit Server Programmer’s GuideNames are restricted to non-empty strings of less than 35 characters. (Cont

ADU ContentsIssue 1.0 June 2002 15Core ADU FieldsThe following ADU fields are used by both agents and queues on Avaya IC.Field Name Description Set By

Chapter 2 The Agent Data Unit16 Agent Data Unit Server Programmer’s GuideAgent ADU FieldsThe following ADU fields are used by agents on Avaya IC.Fie

ADU ContentsIssue 1.0 June 2002 17<media>.contactsoffered The total number of contacts that arrived since the agent logged into this media chann

Chapter 2 The Agent Data Unit18 Agent Data Unit Server Programmer’s Guide<media>.<n>.state The current media contact state. Normalized c

ADU ContentsIssue 1.0 June 2002 19Voice Data ContainersThe following table lists the call containers in which end point events and attributes are stor

 2002, Avaya Inc.All Rights ReservedNoticeEvery effort was made to ensure that the information in this book was complete and accurate at the time of

Chapter 2 The Agent Data Unit20 Agent Data Unit Server Programmer’s GuideQueue ADU FieldsThe following ADU fields are used by queues on Avaya IC.voi

ContainersIssue 1.0 June 2002 21ContainersA container is a grouping of values under a common name. Containers are trees of data within an ADU. contact

Chapter 2 The Agent Data Unit22 Agent Data Unit Server Programmer’s GuideFor example, within each ADU, the Telephony Server creates a container call

ContainersIssue 1.0 June 2002 23Limitations of Container Syntax The first token in a container name cannot be a special token. When a * token has been

Chapter 2 The Agent Data Unit24 Agent Data Unit Server Programmer’s GuideContainer ConfigurationsThe following TS configuration parameters were agre

ContainersIssue 1.0 June 2002 25EDU Values written if tscon is set to true:voice.1.loginidvoice.1.leg_idvoice.1.agent_keyvoice.1.destinationvoice.1.or

Chapter 2 The Agent Data Unit26 Agent Data Unit Server Programmer’s GuideADU and EDU values written if containers_56_style is set to true:ADU and ED

27CHAPTER 3EVENT MONITORINGADU Event MonitoringThis chapter describes the events that are sent by the ADU Server. This chapter also explains how to as

Chapter 3 Event Monitoring28 Agent Data Unit Server Programmer’s GuideWhen a client first assigns monitoring criteria to the server:All existing ADU

Setting Event Monitoring CriteriaIssue 1.0 June 2002 29Assigning to the ADU Server and monitoring an ADU do not add a client's name to the intern

3BEFORE YOU BEGIN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51THE ADU SERVER . . . . . . . . . . . . . . . . .

Chapter 3 Event Monitoring30 Agent Data Unit Server Programmer’s GuideExample: ADU.Assign "loginid=Joe & ts.1.s=wrapup"In the above ex

Setting Event Monitoring CriteriaIssue 1.0 June 2002 31This assign criteria watches all EDUs in the system because all EDU IDs are longer than empty s

Chapter 3 Event Monitoring32 Agent Data Unit Server Programmer’s GuideBoolean OperatorsBoolean comparisons that return evaluations of true or false

Setting Event Monitoring CriteriaIssue 1.0 June 2002 33Monitoring Criteria: ExamplesThe following examples demonstrate how to instruct the server to m

Chapter 3 Event Monitoring34 Agent Data Unit Server Programmer’s Guide

35CHAPTER 4ALARMSIC Manager provides system administration tools for monitoring alarm events. Visual and sometimes auditory alarms (beeps) are trigger

Chapter 4 Alarms36 Agent Data Unit Server Programmer’s GuideFailADUCon High Connection to <uuid> closed; n dropped watchers [reason]A connecti

37CHAPTER 5ADU SERVER CONFIGURATIONSystem ConsiderationsThe Max Active Adus configuration parameter, described below, should be set with consideration

Chapter 5 ADU Server Configuration38 Agent Data Unit Server Programmer’s GuideNo User Interval(nouserinterval)Minimum number of seconds an ADU may l

Configuration ParametersIssue 1.0 June 2002 39DUStore(dustore)Enables the use of the DUStore Server. Check the check box to enable or uncheck to disab

4 Agent Data Unit Server Programmer’s GuideContentsSetting Event Monitoring Criteria . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

Chapter 5 ADU Server Configuration40 Agent Data Unit Server Programmer’s GuideDUindex Info2(duindex.info2)The name of one of the fields used to iden

Configuration ParametersIssue 1.0 June 2002 41The following configuration parameters are not presented on the ADU tab in IC Manager. You can set them

Chapter 5 ADU Server Configuration42 Agent Data Unit Server Programmer’s GuideThe following settings are on the Debug tab of the ADU Server Editor.

43CHAPTER 6IDL SPECIFICATIONThe Interface Definition Language (IDL) is defined within CORBA standards. It is used to create interfaces that are called

Chapter 6 IDL Specification44 Agent Data Unit Server Programmer’s GuideORBStatus SetValuesExtended( in string vdu_id, in SeqCouple data, out SeqStri

45CHAPTER 7ADU SERVER METHODSMethod ObjectivesClients request Avaya IC servers to perform various functions by issuing server-specific method invocati

Chapter 7 ADU Server Methods46 Agent Data Unit Server Programmer’s GuideYou are not a serverCannot find subcontainer for that ownerFirst token must

Method OverviewIssue 1.0 June 2002 47ADU.GetUserSessions Returns the sessions of all clients believed to have an interest in the ADU.ADU.GetValues Ret

Chapter 7 ADU Server Methods48 Agent Data Unit Server Programmer’s GuideMethodsThe following sections describe the ADU Server methods.ADU.AssignIDL

ADU.DeassignIssue 1.0 June 2002 49Output ParametersReturnsC Program Example_IDL_SEQUENCE_Couple *seq_couple;ADU_ID aduid; /* receives the id of the cr

5BEFORE YOU BEGIN Typographical ConventionsThis guide uses the following font conventions: Notes, Tips, and CautionsNote: A note calls attention to i

Chapter 7 ADU Server Methods50 Agent Data Unit Server Programmer’s GuideIf used with a container name (“a.b”), you only delete that one name, a.b. H

ADU.EventsInIssue 1.0 June 2002 51ADU.EventsInIDL Syntax ONEWAY EventsIn(in string vdu_id, in SeqEvent events);Description This function adds a user-d

Chapter 7 ADU Server Methods52 Agent Data Unit Server Programmer’s GuideInput ParametersOutput ParametersReturnsADU.FindByKeyIDL Syntax ORBStatus Fi

ADU.FindOrCreateIssue 1.0 June 2002 53status = Vesp_Request( "ADU.FindByKey", callback, 0x2132,session, "key", "1137", &

Chapter 7 ADU Server Methods54 Agent Data Unit Server Programmer’s GuideDescription This method is reserved. ADU Servers use this method to pass eve

ADU.GetSomeValuesIssue 1.0 June 2002 55ReturnsC Program ExampleGet the value of “myfavoriteelement” from the ADU named by aduid.char *value;status = V

Chapter 7 ADU Server Methods56 Agent Data Unit Server Programmer’s GuideOutput ParametersADU.GetValuesIDL Syntax ORBStatus GetValues( in ADU_ID adui

ADU.GetValuesHistoryIssue 1.0 June 2002 57Input ParametersOutput ParametersReturnsADU.GetValuesHistoryIDL Syntax ORBStatus GetValuesHistory( in ADU_ID

Chapter 7 ADU Server Methods58 Agent Data Unit Server Programmer’s GuideFor example, field quark was set twice, once at ADU creation (11:37:00am, by

ADU.IncrValueIssue 1.0 June 2002 59ADU.IncrValueIDL Syntax ORBStatus IncrValue( in ADU_ID aduid, in string name, in long incr, out string newvalue

6 Agent Data Unit Server Programmer’s Guide3 Note the sequence of events that led to the problem and the exact messages displayed. Have the Avaya d

Chapter 7 ADU Server Methods60 Agent Data Unit Server Programmer’s GuideInput ParametersReturnsADU.RemoteWatcherIDL Syntax ORBStatus RemoteWatcher(

ADU.SetAndTransferIssue 1.0 June 2002 61ADU.SetAndTransferIDL Syntax ORBStatus SetAndTransfer( in ADU_ID aduid, in string to, in SeqCouple values ) ;

Chapter 7 ADU Server Methods62 Agent Data Unit Server Programmer’s GuideThis method allows the caller to specify which types of events are saved whe

ADU.SetOneValueIssue 1.0 June 2002 63ReturnsC Program ExampleVesp_Request_Sync("ADU.SetHistoryFilter", /* method identification */&ev,

Chapter 7 ADU Server Methods64 Agent Data Unit Server Programmer’s GuideC Program Example/*Set one value. */status = Vesp_Request( "ADU.SetOneV

ADU.SuspendIssue 1.0 June 2002 65This method is useful for applications that need to know how names were generated, especially for applications that m

Chapter 7 ADU Server Methods66 Agent Data Unit Server Programmer’s GuideInput ParametersReturnsC Program Examplestatus = Vesp_Request( "ADU.Ter

ADU.TransferIssue 1.0 June 2002 67ReturnsADU.TransferIDL Syntax ORBStatus Transfer( in ADU_ID aduid, in string to ) ; Description This method generate

Chapter 7 ADU Server Methods68 Agent Data Unit Server Programmer’s Guide

69Symbols(adudata.alarm.priority) 40(adudata.data.onlyname) 40(adudata.event.ifname) 40(adudata.eventname) 40(adudata.perecnt) 39(adus) 38(checkpoint.

Educational ServicesIssue 1.0 June 2002 7Printed DocumentationYou can purchase printed copies of these manuals separately. For details, see on the ba

70 Agent Data Unit Server Programmer’s GuideIndexADU.SetHistoryFilter 62ADU.SetOneValue 63ADU.SetValues 64ADU.SetValuesExtended 64ADU.Terminate 65ADU.

Issue 1.0 June 2002 71IndexDData Element Names 39Database 38database 38Deassign method 49Deassign method, to stop monitoring 28DeleteOneValue method 4

72 Agent Data Unit Server Programmer’s GuideIndexMemory, use of 37Methods, overview list of 46minimumagents 21modifier 18Monitor method 59Multiple dat

Issue 1.0 June 2002 73IndexVVictims 36voice.1.state 26voice.1.state.alerting.starttime 26voice.1.state.disconnected.starttime 26voice.1.state.hold.sta

74 Agent Data Unit Server Programmer’s GuideIndex

8 Agent Data Unit Server Programmer’s Guide

9CHAPTER 1THE ADU SERVEROverviewThe Agent Data Unit (ADU) Server is responsible for tracking the state of agents at the contact center. Agents are als