Page 3 - ADU S; ONTENTS
3 B EFORE Y OU B EGIN . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 1 T HE ADU S ERVER . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ...
Page 5 - Typographical Conventions; This guide uses the following font conventions:; Contacting Technical Support; If you are having trouble using Avaya software, you should:
5 B EFORE Y OU B EGIN Typographical Conventions This guide uses the following font conventions: Notes, Tips, and Cautions Note: A note calls attention to important information. Tip: A tip offers additional how-to advice. Caution: A caution points out actions that may lead to data loss or other serio...
Page 6 - Product Documentation; Readme File
6 Agent Data Unit Server Programmer’s Guide 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 ( ht...
Page 7 - Printed Documentation; Educational Services; Through the web at
Educational Services Issue 1.0 June 2002 7 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 accompa...
Page 9 - HAPTER; ERVER; Overview
9 C HAPTER 1 T HE ADU S ERVER 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” is used throughout this book to signify a customer service represe...
Page 10 - Cooperation of ADU Servers; Domains
Chapter 1 The ADU Server 10 Agent Data Unit Server Programmer’s Guide 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 & Domains for informa...
Page 11 - Definition of an ADU; that was created at the initial login.; The ADU Lifecycle; ADU Creation
11 C HAPTER 2 T HE A GENT D ATA U NIT 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...
Page 12 - “ADU Event Monitoring,” on page 27; ADU Termination; not; Listing Active ADUs
Chapter 2 The Agent Data Unit 12 Agent Data Unit Server Programmer’s Guide 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 i...
Page 13 - The ADUID; createtime; name data element
The ADUID Issue 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: 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 AD...
Page 14 - “Container Names and Special Tokens,” on page 22; ADU Contents; be treated just like reserved words with specific meanings.
Chapter 2 The Agent Data Unit 14 Agent Data Unit Server Programmer’s Guide 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 ...
Page 15 - Core ADU Fields
ADU Contents Issue 1.0 June 2002 15 Core ADU Fields The following ADU fields are used by both agents and queues on Avaya IC. Field Name Description Set By adu_id A string that uniquely identifies the ADU. ADU Server createtime The date and time the ADU was created in yyyy-mm-dd hh:mm:ss format. ADU ...
Page 16 - Agent ADU Fields; The following ADU fields are used by agents on Avaya IC.
Chapter 2 The Agent Data Unit 16 Agent Data Unit Server Programmer’s Guide Agent ADU Fields The following ADU fields are used by agents on Avaya IC. Field Name Description Set By auxwork.<m>.detail A code that describes the reason that the agent entered this state. Blender Server auxwork.<m...
Page 19 - Voice Data Containers; still supported, and is documented in Appendix B of the
ADU Contents Issue 1.0 June 2002 19 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. Note: ...
Page 20 - Queue ADU Fields; The following ADU fields are used by queues on Avaya IC.
Chapter 2 The Agent Data Unit 20 Agent Data Unit Server Programmer’s Guide Queue ADU Fields The following ADU fields are used by queues on Avaya IC. voice.X.leg_id unique id (UUID) Unique leg_id of the current leg of the call. voice.X.loginid loginid Login id of client at end point X. voice.X.origin...
Page 21 - Containers
Containers Issue 1.0 June 2002 21 Containers A container is a grouping of values under a common name. Containers are trees of data within an ADU. contactsoffered The total number of contacts received by the queue. The number of handled contacts is computed by IC Manager by taking the difference betw...
Page 22 - Container Names and Special Tokens
Chapter 2 The Agent Data Unit 22 Agent Data Unit Server Programmer’s Guide For example, within each ADU, the Telephony Server creates a container called ts, and within the ts container it creates a subcontainer for each of the agent's logical phones (ts.1, ts.2, and so on). Each data item pertaining...
Page 23 - Limitations of Container Syntax; The first token in a container name cannot be a special token.
Containers Issue 1.0 June 2002 23 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 (Ge...
Page 24 - Container Configurations; Values ALWAYS written:
Chapter 2 The Agent Data Unit 24 Agent Data Unit Server Programmer’s Guide Container Configurations The following TS configuration parameters were agreed upon with regards to containers: Following are examples of the results for a call scenario where an agent receives a queue call, hold and retrieve...
Page 25 - EDU Values written if tscon is set to true:
Containers Issue 1.0 June 2002 25 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 voi...
Page 26 - ADU and EDU values written if containers_56_style is set to true:
Chapter 2 The Agent Data Unit 26 Agent Data Unit Server Programmer’s Guide ADU and EDU values written if containers_56_style is set to true: ADU and EDU Values written if containers_60_style is set to true: voice.1.state (value="alerting") voice.1.state.alerting.starttime voice.1.state (valu...
Page 27 - ADU Event Monitoring
27 C HAPTER 3 E VENT M ONITORING 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 ch...
Page 28 - When a client first assigns monitoring criteria to the server:; Starting and Stopping Event Monitoring
Chapter 3 Event Monitoring 28 Agent Data Unit Server Programmer’s Guide When a client first assigns monitoring 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 p...
Page 29 - “ADU Termination,” on; Setting Event Monitoring Criteria; ADUs are selected for monitoring by criteria matching. A; criteria; is an expression that selects; Monitoring Criteria: Syntax; The general syntax of a criteria statement is:
Setting Event Monitoring Criteria Issue 1.0 June 2002 29 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...
Page 30 - “Joe” in the field; loginid; Note the spaces between the parentheses and the type designation.
Chapter 3 Event Monitoring 30 Agent Data Unit Server Programmer’s Guide Example: ADU.Assign "loginid=Joe & 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 “wr...
Page 31 - subcontainer of the call container are also suppressed.; Relational Operators; couple
Setting Event Monitoring Criteria Issue 1.0 June 2002 31 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 suppress...
Page 32 - Boolean Operators; Single character wildcards must have a character to match.
Chapter 3 Event Monitoring 32 Agent Data Unit Server Programmer’s Guide Boolean Operators Boolean comparisons that return evaluations of true or false can be performed between two values. The two boolean operators are described below. For example: ts.1.s=Available | ts.1.s=WrapUp selects all ADUs in...
Page 33 - Monitoring Criteria: Examples
Setting Event Monitoring Criteria Issue 1.0 June 2002 33 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 fit...
Page 35 - IC Administration
35 C HAPTER 4 A LARMS 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,...
Page 37 - System Considerations; IC; Configuration Parameters; The ADU Server is configured through the IC Manager. Refer to
37 C HAPTER 5 ADU S ERVER C ONFIGURATION 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 a...
Page 41 - Config; tab of the ADU Server Editor dialog.
Configuration Parameters Issue 1.0 June 2002 41 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(filter) Sets the filter for determining which ADU events are sent to the ...
Page 42 - installations, send the events to an existing ADU History Server.
Chapter 5 ADU Server Configuration 42 Agent Data Unit Server Programmer’s Guide The following settings are on the Debug tab of the ADU Server Editor. Note: Previous versions of Avaya IC included the ADU History Server. To support existing installations, send the events to an existing ADU History Ser...
Page 43 - IDL S; PECIFICATION
43 C HAPTER 6 IDL S PECIFICATION 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 inher...
Page 45 - Method Objectives; This chapter defines the methods provided with the ADU Server.; Exception Information
45 C HAPTER 7 ADU S ERVER M ETHODS 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, exis...
Page 46 - Routing Requests
Chapter 7 ADU Server Methods 46 Agent Data Unit Server Programmer’s Guide You are not a serverCannot find subcontainer for that ownerFirst token must be normal hereNo match (or illegal usage)Cannot access invalidated member Routing Requests In an environment with several ADU Servers, any method that...
Page 48 - Methods; The following sections describe the ADU Server methods.; Assigns; watch all calls in the domain of the ADU Servers
Chapter 7 ADU Server Methods 48 Agent Data Unit Server Programmer’s Guide 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...
Page 49 - This is equivalent to DeleteValues with a single name.
ADU.Deassign Issue 1.0 June 2002 49 Output Parameters Returns C Program Example _IDL_SEQUENCE_Couple *seq_couple; ADU_ID aduid; /* receives the id of the created ADU */ /* Create space for values */ seq_couple = vesp_couple_seq_create(); /* fill in the field for the new ADU entry */ vesp_couple_seq_...
Page 52 - key
Chapter 7 ADU Server Methods 52 Agent Data Unit Server Programmer’s Guide Input Parameters Output Parameters Returns 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 criteri...
Page 54 - This method retrieves one value from an ADU.
Chapter 7 ADU Server Methods 54 Agent Data Unit Server Programmer’s Guide 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...
Page 56 - This method retrieves all of the values of an ADU.; maxkeptrevisions
Chapter 7 ADU Server Methods 56 Agent Data Unit Server Programmer’s Guide Output Parameters 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 Output Parameters Returns C Program Exam...
Page 58 - quark; Input Parameters
Chapter 7 ADU Server Methods 58 Agent Data Unit Server Programmer’s Guide 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 ...
Page 59 - atol
ADU.IncrValue Issue 1.0 June 2002 59 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 GetOneValue to modify a value when there is a risk that two applications ...
Page 60 - This method combines a SetValues and a Terminate.
Chapter 7 ADU Server Methods 60 Agent Data Unit Server Programmer’s Guide Input Parameters Returns ADU.RemoteWatcher 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...
Page 61 - Change; event containing all changes made to the; ADU.SetDefaultHistoryFilter
ADU.SetAndTransfer Issue 1.0 June 2002 61 ADU.SetAndTransfer IDL Syntax ORBStatus SetAndTransfer( in ADU_ID aduid, in string to, in SeqCouple values ) ; Description This method combines SetValues and Transfer into a single call, as these operations often occur together. If the operation succeeds, it...
Page 62 - aduhskeepname
Chapter 7 ADU Server Methods 62 Agent Data Unit Server Programmer’s Guide 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....
Page 64 - Setting values can generate; watch; ADU.SetValuesExtended; data
Chapter 7 ADU Server Methods 64 Agent Data Unit Server Programmer’s Guide C Program Example /*Set one value. */ status = Vesp_Request( "ADU.SetOneValue", callback, 0x2132, session, aduid, "my_favorite_element", "new value" ); ADU.SetValues IDL Syntax ORBStatus SetValues( in A...
Page 66 - all
Chapter 7 ADU Server Methods 66 Agent Data Unit Server Programmer’s Guide Input Parameters Returns C Program Example status = Vesp_Request( "ADU.Terminate", callback, 0x2132, session, aduid ); ADU.TerminateMine IDL Syntax void TerminateMine( ) ; Description When a client creates, reads, modi...
Page 69 - Symbols; NDEX
69 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.info1) 39 (duindex.info2) 40 (duindex.info3) 40 (duindex.lookup1) 39 (duindex.lookup2) 39 (dustore) 39 (fi...
