User Guide
Call Routing Server Release 5.0
© 2010 Avaya Inc. All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases. Documentation disclaimer Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya. Link disclaimer Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this Documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages. License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE AT http://support.avaya.com/LicenseInfo/ ("GENERAL LICENSE TERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT. Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. "Designated Processor" means a single stand-alone computing device. "Server" means a Designated Processor that hosts a software application to be accessed by multiple users. "Software" means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware" means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User. License type(s) Concurrent User License (CU). End User may install and use the Software on multiple Designated Processors or one or more Servers, so long as only the licensed number of Units are accessing and using the Software at any given time. A "Unit" means the unit on which Avaya, at its sole discretion, bases the pricing of its licenses and can be, without limitation, an agent, port or user, an e-mail or voice mail account in the name of a person or corporate function (eg., webmaster or helpdesk), or a directory entry in the administrative database utilized by the Product that permits one user to interface with the Software. Units may be linked to a specific, identified Server. Copyright Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law. Third-party components
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Contents Chapter 1 Preface
6
Related Documents .......................................................................................................................................7 Knowledge Base ...........................................................................................................................................8
Chapter 2 Introduction
9
What is Call Routing Server? .....................................................................................................................10 How does Call Routing Server Work?........................................................................................................11 Starting up ............................................................................................................................11 Calls received to Routing VDN............................................................................................11 Calls received to a monitored VDN .....................................................................................11 SQL Plug-in.....................................................................................................................................12 Licensing .........................................................................................................................................12 Error Logging ..................................................................................................................................13
Chapter 3 System Requirements
14
Installation Requirements ...........................................................................................................................14 Desktop ................................................................................................................................15 Server ...................................................................................................................................15 Interaction Data Service .......................................................................................................15 Database ...............................................................................................................................15 Email Server.........................................................................................................................15 Developers............................................................................................................................15
Installation
16
Install Application ......................................................................................................................................16
Chapter 4 Administration
17
Configure Call Routing Server ...................................................................................................................18 [Error Logging] ....................................................................................................................19 [Telephony Services]............................................................................................................19 [Call Routing Server] ...........................................................................................................19 [AS Client Extensions].........................................................................................................20 [ASG SQL]...........................................................................................................................20 First Section .........................................................................................................................21 [ASG Rules] .........................................................................................................................22 First Section .........................................................................................................................23 [ASG Script].........................................................................................................................23 First Section .........................................................................................................................25 [ASG SOAP]........................................................................................................................25 First Section .........................................................................................................................27
Contents
v
Start Service................................................................................................................................................28
Appendix 1 Appendix: Plug-ins
30
Call Routing Server to Plug-in....................................................................................................................31 CallDelivered .......................................................................................................................31 CallEstablished.....................................................................................................................32 ConnectionCleared ...............................................................................................................33 CallCleared...........................................................................................................................33 RouteRequest .......................................................................................................................33 RouteEnd..............................................................................................................................34 RouteUsed ............................................................................................................................34 TServerLinkStatus................................................................................................................34 Plug-in to Call Routing Server....................................................................................................................35 RouteSelect ..........................................................................................................................35 RouteEnd..............................................................................................................................35 ClearCall ..............................................................................................................................35 ClearConnection...................................................................................................................35
Index
37
6
CHAPTER 1
Preface This following few pages provides information that will help you use this document.
Refer to Upgrade Migration Doc for CCE 3.0.3
In This Chapter Related Documents ............................................................7 Knowledge Base.................................................................8
Preface
7
Related Documents For more information on how the Call Routing Server interacts with the SQL Plug-in, refer to the SQL Plug-in User Guide. For more information on how the Call Routing Server interacts with the Rules Plug-in, refer to the Rules Plug-in User Guide.
Preface
8
Knowledge Base For information on any errors and updates relating to this document, visit the Avaya Support Web site http://support.avaya.com.
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CHAPTER 2
Introduction In This Chapter What is Call Routing Server?.............................................10 How does Call Routing Server Work? ...............................11
Introduction
10
What is Call Routing Server? The Call Routing Server enables intelligent call routing for inbound calls. The routing is based on received call data matched with customer information, contact center statistics or agent availability. The Call Routing Server:
Manages the Avaya Computer Telephony connection
Monitors VDNs
Manages VDN licensing
Registers for routing services
Receives call events
Issues routing instructions
Loads (manages) generic plug-ins, such as the SQL Plug-in, which gives the server access to SQL Server databases.
Call Routing Server supports a single connection to an Avaya Communication Manager.
Introduction
11
How does Call Routing Server Work? Starting up On startup, Call Routing Server extracts all the information it needs to run via the Configuration Client. This configuration information can be sourced from a networked Configuration Server or the ActiveCallRoutingServer.ini file. The configuration allows the Call Routing Server to open a connection to the Telephony Server, and may also provide a secondary telephony link name that can be used if the first link is unavailable or fails during operation. Once connected to the Telephony Server, Call Routing Server issues monitor and routing registration requests for the VDNs listed in the configuration. Call Routing Server then loads each of the listed generic plug-ins.
Calls received to Routing VDN When routing requests are received from a controlled VDN, Call Routing Server passes them to the correct generic plug-in. The passed event will include all information required for the return routing decision. Call Routing Server will hold a list of outstanding routing requests. When a response is received from a plug-in or the RouteEnd event is received from the Telephony Server, the item is removed from the internal list.
Calls received to a monitored VDN When a call is processed via a monitored VDN, a sequence of call events is generated. Call Routing Server passes these events to connected generic plug-ins. It will not keep track of these calls.
Introduction
12
SQL Plug-in Call Routing Server uses the SQL Plug-in to access information stored in any SQL Server database. The database could be a Contact Center Express database or any other type, for example, a Microsoft Access database. 13
Call
1
2
Collecting VDN 9859
3
Vector 149 1. Collect 6 digits after hearing announcement 9711 2. Wait 2 secs of hearing silence 3. Route to VDN 9860
Avaya Communication Manager
Telephony Server
14 7
12
4
Registered VDN 9860
5
6 Vector 150 1. Make adjunct route request using routing link 9998 2. Wait 10 secs of hearing ringback 3. Queue to skill 51 4. Wait 30 secs of hearing ringback 5. Disconnect.
Call Routing Server
.ini file
Plug-in Manager
8 11
SQL Plug-in
9 10
SQL Server (Containing Contact Center Express databases or any other type of database, eg. Access)
Using a routing link extension, a vector sends an adjunct routing request to the Telephony Server, which, in turn, informs the Call Routing Server that has registered the associated VDN. The Call Routing Server handles the request (usually to a database) for information relating to the collected digits. The database passes back the extension number the call should be sent to (this could be a skill, split, agent DN, DDI or international number). The number is then processed by the Call Routing Server and a route selection request is passed to the Telephony Server and onto the switch. If the switch doesn't receive the call destination within the wait-time specified in the vector, it processes the next command in the list. Note: Only one Call Routing Server can register an adjunct routing VDN at any given time.
Licensing To run Call Routing Server, you do not need to purchase additional Contact Center Express licenses.
Introduction
13
Error Logging Call Routing Server logs error information relating to its own operation to a series of log files. A new log file is created for each day of the week. The name of the error log file clearly identifies the application and the day of the week, for example, ACRSMon.log. Once a log file reaches the size limit specified in its configuration, it is archived and a new file is created. (Note: The archive only stores one log file. If the second error log reaches the specified maximum size, it overrides the previously archived log file.) The types of errors logged by the error log are determined by the logging level retrieved from the application's configuration data. Levels of error logging are:
0. No error logging takes place.
1. Logs fatal, major, minor and trace information.
2 Logs fatal, major and minor errors.
4. Logs fatal and major errors.
8. Logs fatal errors only.
Each file records the selected logging level as well as the date, time, location and description of every error that occurs. Error log files are automatically saved into the application's current working folder (the same folder as the application executable).
Diagnostic Testing Error Logging There is one other error log level, which enables you to create log files that don't override each other every time the maximum log file size limit is reached. This logging level is designed for diagnostic purposes only and can be achieved by adding 128 to one of the logging level values mentioned above. For example, if you specify Error Log Level=129, new error log files will be continuously created for this application that contain fatal, major, minor and trace information. Each new file has a unique name based on the date (year, month and day) and time (in hours, minutes and seconds) it was created. For example: 20061116155404ASMediaDirector.log. Warning: To prevent a multitude of log files affecting your available disk space, this error logging level should only be used for short periods of time while carrying out diagnostic testing.
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CHAPTER 3
System Requirements In This Chapter Installation Requirements...................................... 14
Installation Requirements The specifications listed here are the minimum recommended. As far as is known and unless otherwise stated, Contact Center Express and its components should be compatible with all higher specification hardware configurations and software versions than those listed in the following section:
Desktop For Contact Center Express Desktop, Contact Center Express Reporting, Contact Center Express Control Panel:
Hardware:
1.6 GHz Pentium
512MB of RAM-50MB of free hard disk space
DVD drive
Graphics card capable of supporting 1024 x 768 resolution monitor
Mouse or other Windows-compatible pointing device
TCP/IP LAN connection
Software:
Windows 7 - Home, Premium, Professional, Ultimate, and Enterprise
Windows Vista - Business and Enterprise
Windows XP Professional 32-bit - SP2, SP3
Citrix Presentation Server 4.5 or Windows Terminal Services 32-bit
Microsoft Internet Explorer 7.0
Microsoft .Net Framework 3.5 SP1
System Requirements
15
Servers
Hardware:
A 2.4 GHz Pentium with 2GB RAM.
Software:
Windows 2003 Server (Enterprise and Standard) 32-bit
Windows 2008 Server (Enterprise and Standard) 32-bit and 64-bit
Microsoft Internet Explorer 6.0 SP1
Microsoft .Net Framework 3.5 SP1
Application Enablement Services (AE Services) client software release 4.2.1, 5.2 and 6.1
Core Server
Dedicated server for:
License Director
XML Server
Configuration Server
Application Management Director
Media Director-Media Stores and Gateways
Call Routing Server
Virtual Agent
Task Director
For Email only POP3/SMTP supported:
Microsoft Exchange Server 6.5, 2003, 2007
Interaction Data Service Server Dedicated Server for Interaction Data Service - excluding Microsoft Internet Explorer which is not required.
Database Server
Dedicated server for:
Interaction Data Server (ActiveInteractionData)
Configuration Server (ACS)
ASMSControl Database
ASMSData and ASContact Databases may be installed either on Microsoft SQL Server 2005 or 2008 Standard, Enterprise, and Express with Advance Services
System Requirements
16
Developers
Developing applications on or with:
Windows 7 - Home, Premium, Professional, Ultimate, and Enterprise
Windows XP Professional 32-bit SP2, SP3 with Microsoft Visual Studio 2005 and 2008
Windows 2003 Server 32-bit - Standard and Enterprise
Windows 2008 Server 32-bit and 64-bit - Standard and Enterprise
Microsoft Internet Explorer 6.0 SP1
Microsoft .Net Framework 3.5 SP1
Application Enablement Services (AE Services) client software release 4.2.1, 5.2, and 6.1
Installation For full instructions on how to install Web Chat for IIS, refer to the Contact Center Express Installation Guide. The Contact Center Express Installation Guide is on the Contact Center Express DVD (Overview and Miscellaneous folder) or can be downloaded from the Avaya Support Web site: http://support.avaya.com. .
Install Application For full instructions on how to install this application, refer to the Contact Center Express Installation Guide.pdf. In addition to the standard installation steps, this document explains:
how you can use command line parameters during installation to dictate where configuration information is retrieved.
how you can change the configuration source from the local .inc file to the Configuration Server if an application has already been installed.
how to automatically (silently) install an application following a set of pre-defined selection options.
Contact Center Express Installation Guide.pdf is on the Contact Center Express DVD (Overview and Miscellaneous folder) or can be downloaded from the Avaya Support Web site: http://support.avaya.com.
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CHAPTER 4
Administration This chapter explains how to configure and start the Call Routing Server.
In This Chapter Configure Call Routing Server...........................................18 Start Service .......................................................................28
Administration
Configure Call Routing Server 1 Click the [Start] button on the Windows Taskbar and select Programs > Avaya Contact Center Express > Server > Call Routing Server > Edit ActiveCallRoutingServer.ini from the pop-up menu. 2 Use the following definitions to define your configuration data. Note: Do not change section names or parameter names.
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Administration
19
[Error Logging] Error Log Level. The value that determines what level of error detail will be saved in the error log: 0=No error logging takes place, 1=Logs fatal, major, minor and trace information, 2=Logs fatal, major and minor errors, 4=Logs fatal and major errors, 8=Logs fatal errors only. There is also another error log level, which enables you to create log files that don't override each other every time the maximum log file size limit is reached. This logging level is designed for diagnostic purposes only and can be achieved by adding 128 to one of the logging level values mentioned above. For example, if you specify Error Log Level=129, new error log files will be continuously created for this application that contain fatal, major, minor and trace information. Error Log File Path. The directory path for saving error log files. By default, this parameter is left blank, which automatically sets the path to the application's current working folder (the same folder as the application executable). Error Log File Extension. The extension of error log files for this application. Extension refers to part of the file name (usually the name of the application) and the file type extension (eg .log).) The application will automatically precede the default extension with the day of the week (eg, Mon, Tue) when it creates its error logs. Maximum Error Log File Size KB. The maximum amount of information, in kilobytes, that will be stored in an error log file before it is archived and a new file is created. The default is 1000. The minimum you can set this to is 100. Note: The archive will only store one log file. If a second error log reaches the specified maximum size, it overrides the previously archived file. If, however, the diagnostic testing error log level is selected in Error Log Level (this is achieved by adding 128 to any one of the other error log values), a new file with a new name is created every time the maximum log file size limit is reached.
[Telephony Services] Primary Link Name. The name of the primary link this application will use to connect to the Avaya Telephony Server and switch. Primary User Name. The user name required to gain access to the primary link. Primary User Password. The password associated with above user name. By default, the Contact Center Express application will encrypt this data. For more information, see the Contact Center Express Installation Guide (Configuration Commands). Secondary Link Name. The name of the secondary link this application will use to connect to the Avaya Telephony Server and switch. Secondary User Name. The user name required to gain access to the secondary link. Secondary User Password. The password associated with above user name. By default, the Contact Center Express application will encrypt this data. For more information, see the Contact Center Express Installation Guide (Configuration Commands).
[Call Routing Server]
Administration
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Routing VDN List. The VDNs for which the Call Routing Server will issue RouteRequest events. Note: Separate VDNs with commas. Use a hyphen to specify a range. For example: Routing VDN List=9885,9888,9910-9916 Monitored VDN List. The VDNs for which the Call Routing Server will issue monitor request commands. VDNs listed with this configuration setting will generate the CallDelivered, CallEstablished and CallCleared events. Note: Separate VDNs with commas. Use a hyphen to specify a range. For example: Monitored VDN List=4401-4424,4637
[AS Client Extensions] This section lists all loadable generic plug-ins. Each entry has the format "Friendly name=Plug-in section name". The plug-in section name points to (and is the same as) the section in the file that contains configuration data for that plug-in. Note: The friendly name can contain spaces. For example: SQL Plug-in=ASG SQL Rules Plug-in=ASG Rules Script Plug-in=ASG Script SOAP Plug-in=ASG SOAP
[ASG SQL] For SQL Plug-in parameter definitions and syntax information, refer to the SQL Plug-in User Guide. For examples of those events supported specifically by the Call Routing Server, refer to the following sample. This sample demonstrates how you can use Call Routing Server with the SQL Plug-in to route incoming calls to the appropriate agent based on caller-entered digits. Upon receiving an event from the Telephony Server, the Call Routing Server searches each section of its configuration, attempting to match the received information with the Event Name, Filter Name and Filter Value values. If the server doesn't make a match with one section, it moves to the next. The Call Routing Server would stop at the following section (named Check Caller Digits) if it receives a RouteRequest event from VDN 9888*. Once the match is made, the server passes the event to the SQL Plug-in, which executes an SQL query on the database identified in the Connection String parameter (sample.mdb). The plug-in uses the specified file path. If the SQL query matches the caller digits received with the RouteRequest event with digits in the CallerDigits column of the database table, the SQL Plug-in will return the string in the Agent column of the table. It returns this value via the RouteSelect event. It will also return the received RouteRegisterReqID and RoutingCrossRefID parameters to identify the route request.
Administration
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If the SQL query fails to match the caller digits, the RouteSelect event requests the call be routed to extension 8574. If an error occurs that prevents the execution of the SQL query, the RouteSelect event requests the call be routed to extension 8553. On receiving the RouteSelect event, the Call Routing Server, will pass it to the Telephony Server, which will, in turn, pass it to the Avaya Communication Manager for routing to the agent. * VDN 9888 must be registered as a routing VDN before Call Routing Server can receive RouteRequest events from it (see the Call Routing Server parameter Routing VDN List). Note: It is essential that event parameters are typed accurately, with uppercase letters in the right place and without spaces between words. To confirm a parameter, refer to the Appendix at the end of this document. Enable Client=True Client Library Name=ASGSimpleSQL.dll Display Name=Link to SQL Database Display Icon=someicon.ico Event Type=Native
First Section Configuration Section Name=Check Caller Digits Connection String=Provider=Microsoft.Jet.OLEDB.4.0;Data Source=C:\Program Files\Avaya\Contact Center Express\Server\Call Routing Server\Samples\SQL Plugin\sample.mdb;Persist Security Info=False Database Server Name= Database Name= Database User Name= Database User Password= SQL Query=SELECT * FROM tblChecking WHERE CallerDigits=cstr(%UserEnteredCode%) SQL Stored Procedure Name= SQL Stored Procedure Parameter Sequence= Event Name=RouteRequest Event Filter Name=VDN Event Filter Value=9888
Administration
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Return Event Name=RouteSelect Return Event Parameter Sequence=%RouteRegisterReqID%, %RoutingCrossRefID%, RouteSelected=$Agent$ Return Event Allow Multiple Events=False Return Event Total Record Count Name=RecordCount Return Event Current Record Count Name=CurrentRecord No Record Event Name=RouteSelect No Record Event Parameter Sequence=%RouteRegisterReqID%, %RoutingCrossRefID%, RouteSelected=8574 Error Event Name= RouteSelect Error Event Parameter Sequence=%RouteRegisterReqID%, %RoutingCrossRefID%, RouteSelected=8553 Thread Pool Size= 2 Maximum Queued Requests=10
[ASG Rules] For Rules Plug-in parameter definitions and syntax information, refer to the Rules Plug-in User Guide. For examples of those events supported specifically by the Call Routing Server, refer to the following sample. This sample demonstrates how you can use Call Routing Server with the Rules Plug-in to route incoming calls to the particular agent based on caller-entered digits. Upon receiving an event from the Telephony Server, the Call Routing Server searches each section of its configuration, attempting to match the received information with the Event Name, Filter Name and Filter Value values. If the server doesn't make a match with one section, it moves to the next. The Call Routing Server would stop at the following section if it receives a RouteRequest event from VDN 9885*. Once the match is made, the server passes the event to the Rules Plug-in, which executes the configured rule(s). In this case, the first rule will run if the received event is RouteRequest and it carries digits collected with the call (user-entered code). If these rule requirements are met, the plug-in will return a RouteSelect event to the Call Routing Server, instructing it to route the call to the extension entered by the user and to display that extension number to the agent as user-to-user information (UUI). It will also return the received RouteRegisterReqID and RoutingCrossRefID parameters to identify the route request.
Administration
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If the requirements of the first rule aren't met (in this case there are no collected digits with the call), the second rule will be used and the RouteSelect event will request the call be routed to extension 8888. On receiving the RouteSelect event, the Call Routing Server, will pass it to the Avaya Telephony Server, which will, in turn, pass it to the Avaya Communication Manager for routing to the agent. * VDN 9885 must be registered as a routing VDN before Call Routing Server can receive RouteRequest events from it (see the Call Routing Server parameter Routing VDN List). Note: It is essential that event parameters are typed accurately, with uppercase letters in the right place and without spaces between words. To confirm a parameter, refer to the Appendix at the end of this document. Enable Client=True Client Library Name=ASGRules.dll Display Name=Rules Engine Display Icon=someicon.ico Event Type=Native
First Section Event Name=RouteRequest Event Filter Name=VDN Event Filter Value=9885 Rule1=When RouteRequest And UserEnteredCode>Nothing Do ReturnEvent RouteSelect , %RouteRegisterReqID%, %RoutingCrossRefID%, RouteSelected=%UserEnteredCode%, UUI=%UserEnteredCode% Then Stop Rule2=When RouteRequest Always Do ReturnEvent RouteSelect , %RouteRegisterReqID%, %RoutingCrossRefID%, RouteSelected=8888
[ASG Script] For Script Plug-in parameter definitions and syntax information, refer to the Script Plug-in User Guide. For examples of those events supported specifically by the Call Routing Server, refer to the following sample. This sample demonstrates how you can use Call Routing Server with the Script Plug-in to route incoming calls to the appropriate agent based on caller-entered digits. Upon receiving an event from the Telephony Server, the Call Routing Server searches each section of its configuration, attempting to match the received information with the Event Name, Filter Name and Filter Value values. If the server doesn't make a match with one section, it moves to the next.
Administration
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The Call Routing Server would stop at the following section (named Check Caller CLI) if it receives a RouteRequest event from VDN 9888*. Once the match is made, the server passes the event to the Script Plug-in, which runs the script identified in the Script File Name parameter (CheckCaller.vbs). The plug-in looks for the script in the same folder that contains the Call Routing Server executable (C:\Program Files\Avaya\Contact Center Express\Server\Call Routing Server\ACR Server). If the script (see below) matches the caller-entered digits received with the RouteRequest event (UserEnteredCode parameter) with the digits 1234, the plug-in will return a RouteSelect event to the Call Routing Server, instructing it to route the call to extension 8574. If the script does not match the caller-entered digits with 1234, the plug-in will instruct the server to route the call to extension 8553. The plug-in sends a RouteSelect event and returns the extension's value to the Call Routing Server as the RouteSelected parameter. It will also return the received RouteRegisterReqID and RoutingCrossRefID parameters to identify the route request.
Administration
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If an error occurs that prevents the execution of the script, the RouteSelect event requests the call be routed to extension 8887. On receiving the RouteSelect event, the Call Routing Server, will pass it to the Telephony Server, which will, in turn, pass it to the Avaya switch for routing to the agent. * VDN 9888 must be registered as a routing VDN before Call Routing Server can receive RouteRequest events from it (see the Call Routing Server parameter Routing VDN List). Note: It is essential that event parameters are typed accurately, with uppercase letters in the right place and without spaces between words. To confirm a parameter, refer to the Appendix at the end of this document. Enable Client=True Client Library Name=ASGScriptHost.dll Display Name=Link to SQL Database Display Icon=someicon.ico Event Type=Native
First Section Configuration Section Name=Check Caller CLI Script Language=VBScript Script File Name=CheckCaller.vbs Script Start Function=main Event Name=RouteRequest Event Filter Name=VDN Event Filter Value=9888 Return Event Name=RouteSelect Return Event Parameter Sequence=%RouteRegisterReqID%,%RoutingCrossRefID% Error Event Name=RouteEnd Error Event Parameter Sequence=%RouteRegisterReqID%,%RoutingCrossRefID%,%ErrorValue%,%VDN% Thread Pool Size=2 Maximum Queued Requests=10
[ASG SOAP]
Administration
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For SOAP Plug-in parameter definitions and syntax information, refer to the SOAP Plug-in User Guide. For examples of those events supported specifically by the Call Routing Server, refer to the following sample. This sample demonstrates how you can use Call Routing Server with the SOAP Plug-in to route incoming calls to the appropriate agent based on caller-entered digits. Upon receiving an event from the Telephony Server, the Call Routing Server searches each section of its configuration, attempting to match the received information with the Event Name, Filter Name and Filter Value values. If the server doesn't make a match with one section, it moves to the next. The Call Routing Server would stop at the following section (named Check Customer Details) if it receives a RouteRequest event from VDN 9888*. Once the match is made, the server passes the event to the SOAP Plug-in, which connects to the web service identified in the SOAP URL parameter (http://fitzgers/SOAPSample/Service1.asmx?WSDL). The SOAP connection passes two variables with the RouteRequest event: Collected Digits and UUI. For a select case of collected digits, the service will return a routing destination and account information within the SOAP return.
Administration
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The plug-in sends the mandatory parameters RouteRegisterReqID and RoutingCrossRefID parameters to the Call Routing Server (in order to identify the route request), followed by the RouteSelected and UUI parameters from the SOAP return. On receiving the RouteSelect event, the Call Routing Server, passes it to the Avaya Telephony Server, which, in turn, passes it to the Avaya switch for routing to the agent. * VDN 9888 must be registered as a routing VDN before Call Routing Server can receive RouteRequest events from it (see the Call Routing Server parameter Routing VDN List). Note: It is essential that event parameters are typed accurately, with uppercase letters in the right place and without spaces between words. To confirm a parameter, refer to the Appendix at the end of this document. Enable Client=True Client Library Name=ASGSOAP.dll Display Name=Link to SOAP Services Display Icon=someicon.ico Event Type=Native
First Section Configuration Section Name=Check Customer Details SOAP URL=http://fitzgers/SOAPSample/Service1.asmx?WSDL SOAP Service=Service1 SOAP Port=Service1Soap SOAP Method=ActiveCallRoute SOAP Method Parameter Sequence=CollectedDigits = %UserEnteredCode%, %UUI%, %VDN%, %UCID% Event Name=RouteRequest Event Filter Name=VDN Event Filter Value=9888 Return Event Name=RouteSelect Return Event Parameter Sequence=%RouteRegisterReqID%, %RoutingCrossRefID%, $*$ Thread Pool Size=2 Maximum Queued Requests=10
Administration
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Start Service ¾ To start your Contact Center Express service: 1
Click the Start button on the Windows Taskbar and select Control Panel from the pop-up menu.
2 Click Administrative Tools. 3 Click Services. 4 Right-click an Contact Center Express service and select Start from the pop-up menu.
AS AOL-ICQ Instant Messenger Gateway
AS Application Management Director
AS Call Routing Server
AS Email Media Store
AS IDS MultiMedia
AS IDS View
AS IDS Voice
AS IVR Server
AS Media Proxy Service
AS MSN Messenger Gateway
AS Preview Contact Media Store
AS Short Message Service Gateway
AS Simple Messaging Media Store
AS Web Chat Gateway
AS XML Server
In this example, AS IDS Voice is started:
Administration
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APPENDIX 1
Appendix: Plug-ins This appendix outlines the events that pass between the Call Routing Server and any of the Contact Center Express plug-ins.
In This Appendix Call Routing Server to Plug-in ...........................................31 Plug-in to Call Routing Server ...........................................35
Appendix: Plug-ins
31
Call Routing Server to Plug-in The following events will be sent from the Call Routing Server to the plug-in. For parameter descriptions, refer to the Avaya MultiVantage Application Enablement Services TSAPI for Avaya Communication Manager Programmer's Reference Release 3.1.0 (aes_tsapi-cm.pdf).
CallDelivered This event is fired when the call is delivered to a monitored VDN. This event will fire whenever the Call Routing Server receives the cstaCallDelivered event from the Telephony Server. The following parameters will be passed with the CallDelivered event.
VDN
CallID
CallingDevice
CalledDevice
AlertingDevice
LastRedirectionDevice
Cause
DeliveredType
Split
UserEnteredCode
UUI
TrunkGroup
TrunkGroupMember
UCID
LAIType
LAIPriority
LAIHours
LAIMinutes
LAISeconds
LAISourceVDN
OCICallingDevice
OCICalledDevice
OCITrunkMember
OCITrunkGroup
OCIUserEnteredCode
OCIUUI
OCIUCID
OCILAIType
Appendix: Plug-ins
OCILAIPriority
OCILAIHours
OCILAIMinutes
OCILAISeconds
OCILAISourceVDN
CallEstablished This event is fired when the call is answered. This will be triggered by receiving the cstaEstablished event from the Telephony Server. The following parameters will be passed with the CallEstabished event.
VDN
CallID
AnsweringDevice
CallingDevice
CalledDevice
Cause
LastRedirectionDevice
Split
UserEnteredCode
UUI
TrunkGroup
TrunkGroupMember
UCID
LAIType
LAIPriority
LAIHours
LAIMinutes
LAISeconds
LAISourceVDN
OCICallingDevice
OCICalledDevice
OCITrunkMember
OCITrunkGroup
OCIUserEnteredCode
OCIUUI
OCIUCID
OCILAIType
OCILAIPriority
OCILAIHours
OCILAIMinutes
32
Appendix: Plug-ins
OCILAISeconds
OCILAISourceVDN
ConnectionCleared This event is mapped directly from the cstaConnectionCleared event received from the Telephony Server. The following parameters will be passed with the ConnectionCleared event.
VDN
CallID
ReleasingDevice
Cause
UUI
CallCleared This event is mapped directly from the cstaCallCleared event received from the Telephony Server. The following parameters will be passed with the CallCleared event.
VDN
CallID
Cause
Reason
RouteRequest This event is mapped directly from the cstaRouteRequest event received from the Telephony Server. The following parameters will be passed with the RouteRequest event.
RouteRegisterReqID
RouteCrossRefID
CurrentRoute
CallID
CallingDevice
TrunkGroup
TrunkGroupMember
UserEnteredCode
LAIType
LAIPriority
LAIHours
LAIMinutes
LAISeconds
LAISourceVDN
UUI
33
Appendix: Plug-ins
UCID
VDN
34
RouteEnd This event is mapped directly from the cstaRouteEnded event received from the Telephony Server. The following parameters will be passed with the RouteEnd event.
RouteRegisterReqID
RoutingCrossRefID
ErrorValue
VDN
RouteUsed This event is mapped directly from the cstaRouteUsed event received from the Telephony Server. The following parameters will be passed with the RouteUsedEvent.
RouteRegisterReqID
RoutingCrossRefID
RouteUsed
CallingDevice
DestRoute
TServerLinkStatus This event will be broadcasted to all extensions when the Telephony Server link status is changed. The following parameters will be passed with the TServerLinkStatus event.
LinkStatus: Two values are valid: “Up” and “Down”
IsPrimaryLink: “True” or “False”. This parameter indicates whether this link is the primary link or the secondary link.
Appendix: Plug-ins
35
Plug-in to Call Routing Server The plug-in instructs Call Routing Server to perform tasks by use of a fixed command set. In the following commands there is a mixture of command parameters that are mandatory (M) and those that are optional (O). If a mandatory parameter is missing, the command request will be ignored. For parameter descriptions, refer to the Avaya MultiVantage Application Enablement Services TSAPI for Avaya Communication Manager Programmer's Reference Release 3.1.0 (aes_tsapi-cm.pdf).
RouteSelect Received from the Contact Center Express plug-in, this event instructs the Call Routing Server to direct a call to the specified destination. This event will expect the following parameters:
RouteRegisterReqID (M)
RoutingCrossRefID (M)
RouteSelected (M)
RouteUsedReq (O)
CallingDevice (O)
DirectAgentCallSplit (O)
UserProvidedCode (O)
UUI (O)
RouteEnd Received from the Contact Center Express plug-in, this event instructs the Call Routing Server to end routing association on a specific call. This event will expect the following parameters:
RouteRegisterReqID (M)
RoutingCrossRefID (M)
ErrorValue (M)
ClearCall Received from the Contact Center Express plug-in, this instructs the Call Routing Server to clear the call. The following parameters will be received with the request:
CallID (M) – The Avaya Communication Manager that represents the call to be cleared.
ClearConnection Received from the Contact Center Express plug-in, this instructs the Call Routing Server to clear a party from the call. The following parameters will be received with the request:
CallID (M) – The Avaya Communication Manager that represents the call.
Device (M) The device to be dropped from the call.
Appendix: Plug-ins
36
UUI (O) – Any user-to-user information that should be inserted with the clear connection request when it is sent to the Avaya Telephony Server.
37
Index A Administration • 17 Appendix Plug-ins • 30
C Call Routing Server to Plug-in • 31 Configure Call Routing Server • 18
E Error Logging • 13
H How does Call Routing Server Work? • 11
I Install Application • 16 Installation • 16 Installation Requirements • 14 Introduction • 9
K Knowledge Base • 8
L Licensing • 12
P Plug-in to Call Routing Server • 35 Preface • 6
R Related Documents • 7
S SQL Plug-in • 12 Start Service • 28 System Requirements • 14
W What is Call Routing Server? • 10
