The PureConnect Real-Time Adapter gathers real-time statistics from the server and reports them to QueueManager.

Installation of the PureConnect Real-Time Adapter occurs during the Core Role Configuration of Callback installation. The adapter uses the IceLib SDK provided by PureConnect to connect to and collect real-time statistics for AgentsStaffed, AgentsAvailable, and CallsInAcd from the PureConnect platform. The adapter registers for these statistics for each workgroup configured in the RTGroups table in the VHT_Config database (this table maps VirtualHold queues to PureConnect Workgroups). The adapter gets the RTGroups information from VHQMWS upon startup.

PureConnect sends the statistic value 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).

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 supports connecting to either one instance of PureConnect or a switchover pair configuration. See CIC Real Time Adapter Configuration for more information.