Configuring PureConnect 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 PureConnect (formerly CIC) Real-Time Adapter by updating the settings in the adapter configuration file.

Adapter Configuration File

The following is a sample VHT_CICRealTimeAdapter_Console.exe.config file. This file may be manually configured based on the fields in vhtLogging, vhtCommunication, cicStatistics, 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>            <section name="cicStatistics" type="RealTimeAdapters.Configuration.Sections.CicStatisticsSection, RealTimeAdapters" allowLocation="true" allowDefinition="Everywhere"/>        </sectionGroup>    </configSections>    <VHTConfiguration>        <vhtLogging>            <application level="10" name="CicRealTimeAdapterConsole" 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>        <cicStatistics>          <stat name="AgentsStaffed" value="inin.workgroup:agentsloggedinandactivated"/>          <stat name="AgentsAvailable" value="inin.workgroup:numberavailableforacdinteractions"/>          <stat name="CallsInAcd" value="inin.workgroup:interactionswaiting"/>        </cicStatistics>    </VHTConfiguration>    <appSettings>        <add key="VhqmwsUrl" value="http://[VHQMWS_IP]/VHQMWS/VHQMWS.asmx"/>        <add key="SiteName" value="SITENAME"/>        <add key="ICServerName" value="IC_SERVER_NAME"/>        <add key="ICUserType" value="IC_USE_TYPE"/>        <add key="ICUserName" value="IC_USERNAME"/>        <add key="ICPassword" value="PASSWORD"/>        <!--<add key="ICTargetUser" value="IC_TARGET_USER"/>-->        <add key="ICReconnectIntervalSeconds" value="3"/>        <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 designates where the log files reside.


Field Name	Sample Value	Description
name	CicRealTimeAdapterConsole	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	10.10.0.131	IP address of QueueManager.
Client ipAddress	10.10.0.131	IP address of the real-time adapter.

cicStatistics

This section of the configuration file handles the statistic mapping between the PureConnect server and VHT.


Field Name	Sample Value	Description
AgentsStaffed	inin.workgroup:agentsloggedinandactivated	Configuration for getting the number of agents logged in for a particular agent group.
AgentsAvailable	inin.workgroup:numberavailableforacdinteractions	Configuration for getting the number of agents currently available for a particular agent group.
CallsInAcd	inin.workgroup:interactionswaiting	Configuration for getting the number of calls waiting for a particular virtual queue.

appSettings

This section of the configuration file handles the connection to the PureConnect server.

Optional values are marked with an asterisk (*). All other fields are required.


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.
ICServerName	I3CIC01	Name of the server being connected to. This may also be a DNS "A" record that refers to both IC servers in a switchover pair.
ICUserType	InteractionCenterUser	Used by the adapter to determine how to authenticate to PureConnect . Valid values are: InteractionCenterUser (default) WindowsUser CurrentWindowsUser ProxyUser ProxyWindowsUser See ICUserType section below for more information.
ICUserName	VHTAdapter	Interaction Center username used when connecting to PureConnect .
ICPassword	NX8A10+xWXw=	Interaction Center password used when connecting to PureConnect . Please reference the ICPassword section of this document for instructions on creating an encrypted password for this field.
ICTargetUser *	NA	Interaction Center proxy username when connecting to PureConnect . Only used for Proxy user types.
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.

ICPassword

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