The Avaya T-Server Real-Time Adapter gathers real-time statistics from the server and reports them to QueueManager.

Installation of the Avaya T-Server Real-Time Adapter occurs during the Core Role Configuration of Callback installation. The adapter uses the Platform SDK or TLIB to connect to and retrieve real-time statistics for AgentsStaffed, AgentsAvailable, and CallsInAcd from a Genesys Avaya T-Server platform. The statistics are registered for each configuration object that is configured in the RTGroups table in the VHT_Config database (this table maps VirtualHold queues to Genesys objects). The adapter receives the RTGroups information from VHQMWS upon startup.

The Avaya T-Server sends the statistic value to the adapter on a configurable interval. The adapter then sends a message to QueueManager with the updated statistic information. When QueueManager receives these updates, it updates the queue statistics internally so that it can make decisions based on the new values, and also update the real-time view (QueueWatch).

When the adapter starts up it pulls the QueueVariable NumAgents for all of the queues configured for real-time statistics. When the service is shutdown, the last message sent to QueueManager will be the default statistic values: AgentsStaffed = NumAgents; AgentsAvailable = 0; CallsInAcd = 0.

The adapter supports connecting to and sending messages to a primary and secondary QueueManager. The messages always attempt to send to the primary QueueManager first and if unsuccessful, the messages send to the secondary QueueManager. See vhtCommunication for more information on how to configure this setting.

The adapter uses the TIAL_Genesys_PSDK_DLL.dll to maintain the connections and to communicate to the T-Servers. The T-Servers are configured in the GenesysCTIConfig table in the VHT_Config database.