Configuring Genesys Stat Server Real-Time Adapter
Overview
QueueManager needs to be configured to listen for statistics in order to receive real-time information from the adapter. Configure the Genesys Real-Time Adapter by updating the settings in the adapter configuration file.
Overview
The real-time adapter uses statistics and database tables in order to communicate information from the server to Virtual Hold.
Genesys Statistics Configuration
The following statistic definitions need to be defined.
Some of these definitionsmay exist by default.
Calls in Queue
[CurrNumberWaitingCalls]Category=CurrentNumberDescription=Total number of interactions waiting in queueMainMask=CallWaitObjects=GroupQueues, Queue, RoutePointSubject=DNAction
AgentsAvailable
[CurrNumberWaitStatuses]Category=CurrentNumberDescription=Current Number ofAgentsin Waiting StateMainMask=WaitForNextCallObjects=GroupAgents, GroupPlacesSubject=AgentStatus
AgentsLogged In
[CurrAgentsLoggedIn]Category=CurrentNumberDescription=Current Number ofAgentsLogged InMainMask=*, ~NotMonitored, ~LoggedOutObjects=GroupAgents, GroupPlacesSubject=AgentStatus
RTGroups Database Table
Setup the table mapping for the Genesys configuration objects to the Virtual Hold queue. Fill out the SiteName, QueueName, and GroupId for each configuration object to queue mapping. The GroupId is in the format ObjectType.ObjectId.
The Object Type can be one of the following as long as it makes sense to gather the statistic information on the object type:
- Agent
- AgentPlace
- GroupAgents
- GroupPlaces
- RoutePoint
- Queue
- GroupQueues
- Switch
- RegularDN
- Campaign
- CampaignGroup
- CallingList
- CampaignCallingList
- Tenant
- StagingArea
- RoutingStrategy
- Workbin
Data in the AgentGroups table will conflict with the updates provided by the real-time adapter. AgentGroups and RTGroups should not both contain configuration.
Adapter Configuration File
The following is a sample VHT_GenesysRealTimeAdapter_Console.exe.config file. This file may be manually configured based on the fields in vhtLogging, vhtCommunication, statServer, and appSettings.
<?xml version="1.0" encoding="utf-8"?><configuration> <configSections> <sectionGroup name="VHTConfiguration"> <section name="vhtLogging" type="VHT.Common.Library.Configuration.Logging.VHTLoggingSection, VHT.Common.Library" allowLocation="true" allowDefinition="Everywhere"/> <section name="vhtCommunication" type="VHT.Common.Library.Configuration.Communication.VHTCommunicationSection, VHT.Common.Library" allowLocation="true" allowDefinition="Everywhere"/> <section name="statServer" type="RealTimeAdapters.Configuration.Sections.StatServerSection, RealTimeAdapters" allowLocation="true" allowDefinition="Everywhere"/> </sectionGroup> </configSections> <VHTConfiguration> <vhtLogging> <application level="10" name="GenesysRealTimeAdapter" logFilePath="C:\Program Files (x86)\Virtual Hold Technology\VHLogs"/> </vhtLogging> <vhtCommunication> <QMCL reconnectIntervalSeconds="3"> <Connections> <Connection connectionType="Primary"> <Server ipAddress="QUEUEMANAGER_IP" port="6999"/> <Client ipAddress="REALTIMEADAPTER_IP" port="0"/> </Connection> </Connections> </QMCL> </vhtCommunication> <statServer tenant="TENANT" password="PASSWORD" clientName="VHTGenRTAdapter" intervalFrequencySecs="15"> <!-- ipVersion --> <servers> <add name="primary" host="STAT_SERVER_IP" port="5100"/> </servers> <!-- <callsInAcd statType="" /> --> <agentsAvailable statType="VHT_CurrNumberWaitStatuses" category="CurrentNumber" subject="AgentStatus" mainMask="WaitForNextCall"/> <agentsStaffed statType="VHT_CurrAgentsLoggedIn" category="CurrentNumber" subject="AgentStatus" mainMask="*,~NotMonitored,~LoggedOut"/> </statServer> </VHTConfiguration> <appSettings> <add key="VhqmwsUrl" value="http://[VHQMWS_IP]/VHQMWS/VHQMWS.asmx"/> <add key="SiteName" value="SITENAME"/> <add key="UseTialAdapter" value="[TRUE OR FALSE]"/> <add key="UseDefaultsOnConnectionLost" value="false"/> </appSettings> <startup> <supportedRuntime version="v4.0" sku=".NETFramework,Version=v4.5.1"/></startup></configuration>
vhtLogging
This section of the configuration file handles where the log files reside.
Field Name | Sample Value | Description |
---|---|---|
name | GenesysRealTimeAdapter | Name which designates real-time adapter log files. This name may be modified. |
logFilePath | C:\Program Files (x86)\Virtual Hold Technology\VHLogs | Location of log files. |
vhtCommunication
This section of the configuration file handles the connection to QueueManager.
Field Name | Sample Value | Description |
---|---|---|
Connection connectionType | Primary | Refers to the type of connection. Valid values are Primary and Secondary (optional). |
Server ipAddress | 10.10.3.30 | IP address of QueueManager. |
Client ipAddress | 10.10.3.30 | IP address of the real-time adapter. |
statServer
This section of the configuration file handles the connection to Genesys Statistics Server and the configuration of the statistics.
Optional values are marked with an asterisk (*). All other fields are required.
Field Name | Sample Value | Description |
---|---|---|
tenant | Resources | Genesys tenant name. |
password * | NA | Password for the Genesys tenant. |
clientName * | VHTGenRtAdapter | Identifies the adapter when connecting to Statistics Server. Default is VHTGenRTAdapter. |
intervalFrequencySecs * | 15 | Indicates the number of seconds between statistic value updates from Statistics Server. Default is 15 seconds. |
ipVersion * | IPv4 | Used to enable IPv6. Default value is IPv4. |
host | 10.10.1.62 | IP address of the stat server |
agentsStaffed | CurrentAgentsLoggedIn | Configuration for getting the number of agents logged in for a particular agent group or other similar Genesys configuration object. For more information, see the Genesys Statistics Configuration. |
agentsAvailable | CurrNumberWaitStatuses | Configuration for getting the number of agents currently available for a particular agent group or other similar Genesys configuration object. For more information, see the Genesys Statistics Configuration. |
callsInAcd | CurrNumberWaitingCalls | Configuration for getting the number of calls waiting for a particular virtual queue or other similar Genesys configuration object. For more information, see the Genesys Statistics Configuration. |
appSettings
This section of the configuration file handles the connection to the Genesys Stat Server.
Field Name | Sample Value | Description |
---|---|---|
VhqmwsUrl | http://10.10.10/VHQMWS.asmx | URL containing the VHQMWS Url. Format of the Url should be: http:// VHQMWS_IP /VHQMWS.asmx |
SiteName | VHT | Site name of real-time adapter. |
UseTialAdapter | False | Set value to true to use TIAL connection for statistics. Set value to false to not use TIAL connection for statistics. |
UseDefaultsOnConnectionLost | False | Defines what queue variable table values to send to QueueManager when the Genesys server is shut down. When set to true, the queue variable table values are used. When set to false, the last known values are used. Default value is False. |