Overview

The real-time adapter uses statistics and database tables in order to communicate information from the server to Virtual Hold.

Statistics

In addition to the Tsapi library calls to connect and maintain the communication, the real-time adapter uses two Tsapi library calls to retrieve the data: attQueryAcdSplit and cstaEscapeService. For more information, please reference the Avaya Aura® Application Enablement Services TSAPI for Avaya Communication Manager Programmer's Reference which can be found online.

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 VHServer:ObjectId.

Data in the AgentGroups table will conflict with the updates provided by the realtime adapter. AgentGroups and RTGroups should not both contain configuration.

AESAvayaCTIConfig Database Table

The adapter uses VHQMWS to retrieve this information to connect to TSAPI. This table should already be setup when installing and configuring VirtualHold, and no additional changes to support the adapter are required.

SwitchType Database Table

The adapter uses the LogicalId column to know what the TIAL_Avaya_TSAPI dll name is that it should load. This table should already be setup when installing and configuring VirtualHold, and no additional changes to support the adapter are required.