Hi,

We are trying to get Real time agent staffing info. In JTAPI, which API/method support this. Can you please send any sample, it would be help ful.


How can be achieved this using SMS ? What is the service and request/response we need to use ?

If you apply ACDAddress.getLoggedOnAgents() to the address of a Huntgroup (skill) you should get a list of agents.

You may find it useful to use the JTAPI Exerciser to try this before coding.

Martin

Thanks! for the info.

Is there any way to get same info using SMS service ?

The short answer is I don't know. I suggest you ask this question in the Webservices forum.

There is another possibility that may suit you:

There is a feature on Communication Manager called VuStats. It allows a phone user to have some statistics displayed on his screen by pressing a button which has been configured as type vu-display. You can write a DMCC application that registers a station, presses the vu-display button and received DisplayUpdated events. It should then be a simple matter of parsing out the statistics from the Display string.

VuStats, and the required configuration is covered in the document "Avaya Call Center Release 4.0 Automatic Call Distribution (ACD) Guide". This document is quite old and I am not sure if there is a newer version available but it is still releveant. I also recommend that you get a copy of "Avaya Aura Communication Manager Screen Reference".

Below are examples from the Hunt Group, Station and VuStats configuration - for other configuration, refer to the document.

Hunt Group: You will need to turn on measurements for the hunt group.

change hunt-group 1 Page 2 of 4
HUNT GROUP

Skill? y Expected Call Handling Time (sec): 180
AAS? n Service Level Target (% in sec): 80 in 20
Measured: internal <<<<<<

VuStat Format: You will have to define one or more Vustat Formats. These will define what stats are shown and how they will appear. You will need to refer to the documentation and maybe experiment a bit to find out what stats are available.

change vustats-display-format 1 Page 1 of 1
VUSTATS DISPLAY FORMAT

Format Number: 1 Object Type: split
Next Format Number: none Update Interval: 30
Data Field Character: $
Number of Intervals:

Format Description: SP=$$ W=$$$ OLD=$$$$$ CALLS=$$ ABAN=$$

Data Type Format Period
1: split-number
2: calls-waiting
3: oldest-call-waiting m:ss
4: agents-on-acd-calls
5: calls-abandoned day

This format will be shown on a phone display something like:

SP=1 W=0 OLD=0:00 CALLS=1 ABAN=3

Station: You should add a new station which will be controlled by the application. Apart from the usual configuration, you will need to add a VuStat button that applies the VuStat format(s) that you defined previously to the hunt group (in this case VuStat Format 1 & Hunt Group 1). If you have defined more than one format or are monitoring more than one hunt group, you will need several vu-displaay buttons.

change station 40501 Page 4 of 5
STATION
SITE DATA
Room: Headset? n
Jack: Speaker? n
Cable: Mounting: d
Floor: Cord Length: 0
Building: Set Color:

ABBREVIATED DIALING
List1: List2: List3:




BUTTON ASSIGNMENTS
1: call-appr 5:
2: call-appr 6:
3: call-appr 7:
4: vu-display Fmt:1 ID:1 8:


Once this is done, use the DMCC Dashboard to register the station & monitor for DisplayUpdate events. Press the vu-display button and make sure the display is updated correctly. Once that works, you can write your application to automate the process.

Martin

IF it is supported through SMS it would be through the equivalent of the 'list agents' model. The application would want to use a filter (skill) to reduce the set of responses to a particular skill, and probably the staffed filter as well. The command doesn't return a count, but rather a list of agents and you would need to pace the queries (using count) if you expected more than 100 agents logged into the skill to avoid timeouts.

You can inspect the supported models and see if the list option is supported for the agent model by reviewing the SMS web service SDK information.

Please note that both the JTAPI solution and the SMS solution that John suggested could lead to quite a lot of messages being sent to the application. The DMCC solution using vu-stats is very scalable - just click the button when you want to refresh the stats and get a single response.