Avaya TSAPI Real-Time Adapter
The Avaya Tsapi Real-Time Adapter allows gathers real-time statistics from the server and reports them to QueueManager. The Real-Time Adapter also extends support for multiple AES servers.
Installation of the Avaya Tsapi Real-Time Adapter occurs during the Core Role Configuration of Callback installation. The adapter uses Avaya AES to collect real-time statistics for AgentsStaffed, AgentsAvailable, and CallsInAcd from the Avaya Tsapi platform. The statistics are registered for each group configured in the RTGroups table in the VHT_Config database (this table maps VirtualHold queues to Avaya objects). The adapter gets the RTGroups information from VHQMWS upon startup.
The Avaya Tsapi sends the statistic value information 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_Avaya_TSAPI.dll (that includes the log folder name change) to maintain the connections and communicate to the TSAPI client. Configure Tsapi in the AESAvayaCTIConfig Database Table in the VHT_Config database.