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.