Avaya T-Server Real-Time Adapter statistics and database tables
Overview
The real-time adapter uses statistics and database tables in order to communicate information from the server to Virtual Hold.
Statistics
The following table lists the mapping between the statistics in Virtual Hold and in the Avaya T-Server.
| Virtual Hold Statistic | T-Server Statistic |
|---|---|
| AgentsStaffed | CurrAgentsLoggedIn |
| AgentsAvailable | CurrNumberWaitStatuses |
| CallsInAcd | CurrNumberWaitingCalls |
RTGroups Database Table
Setup the table mapping for the Avaya objects to the Virtual Hold queue. Fill out the SiteName, QueueName, and GroupId for each object to queue mapping. The GroupId is in the format TServer:ObjectId.
Data in the AgentGroups table will conflict with the updates provided by the real-time adapter. AgentGroups and RTGroups should not both contain configuration.
GenesysCTIConfig Database Table
The adapter uses VHQMWS to retrieve this information to connect to T-Servers. This table should already be setup when installing and configuring Callback, and no additional changes to support the adapter are required.
SwitchType Database Table
The adapter uses the LogicalId column to know what the TIAL dll name is that it should load. This table should already be setup when installing and configuring Callback, and no additional changes to support the adapter are required.
