TargetState IRD Function

[JeffreyT]

Just crossed the path of an IRD function which I found kind of cool... at first.

Using TargetState[] function on an agent returns a list string (Key1:Value1|Key2:Value2|...) from which one can query a bunch of information on that agent.

However, I found that querying an agent while on AfterCallWork only returns the agent status and nothing else, while querying the agent while on withdraw returns lots of information.

Any idea if I'm aiming at opening a ticket or not ?

On a more general topic... how could I deduct which DNs are associated with an agent at any given time since this function does not always seems to operate successfully ?

Thanks for reading.

[kubikle]

TargetState function returns data that URS get from statserver (this function effectivelly is nothing more then SData for CurrentState/CurrentTargetState statistic). In case of problems with this function probably first thing to check is latest data statserver report to URS about the agent in question - look for last for the agent CHANGE OF STATE  log message in URS log.

Alternative function FindConfigObject[] also can return data about agent/place but it will take them not from statserver but from config server.  If you know place agent is logged on  (from TargetState function for example) then you can get config information about this place which will have list of DNs configured on this place.

[JeffreyT]

Hello,

Thanks for trying to help, but so far still not working.

Also looking at another function to query Config Server instead of StatServer is not a good idea because I don't know which places agents are login onto.

I keep searching.

Cordially

[kubikle]

Does by any chanve URS log is available (covering period of agent chane his state, going into ACW mode for example) with following invocation of TargetState function?

[rolf_b]

Old problem, still there in 2017. I am implementing a "follow me" feature for agents that usually work in home office. Occasionally, they work on the corporate campus, but then their direct phone calls (routing is not a problem, obviously) will ring at home. As a solution, we redirect the home office numbers automatically to a routingpoint, usind a dial plan rule. In the routing strategy, I call TargetState[userid@statserver.A]. As long as the agent is not in ACW (after call work), all is well.

When an Agent changes from CallInbound to ACW, URS reports something like this (replaced real IDs and DNs with symbolic values)

[color=teal]2017-05-26T15:43:27.675_M_I_ [10:17] SO(000000000497d7c8 89 2) ten=Resources name=userid@statsrv_urs_p.A: CHANGE OF STATE (CallInbound->AfterCallWork)[1495806207 0 0]
    _M_I_ [10:16] licensing seat P_placeid|Resources| has 1 links: - object <userid>, type <Agent> (used seats=1, total=100)
    _M_I_ [10:37] stat ATT for MEDIA voice (type=0), time=(1495806207 S=0 R=0), f=0: free(23) 18=22+3(6)
    _M_I_ [10:17] SO(000000000497d7c8 89 2) ten=Resources name=userid@statsrv_urs_p.A: 0(0) ready DNs reported, dT=0, 0 trgts, 1 lvqs
2017-05-26T15:43:27.675_M_I_ [10:17] SO(0000000004998010 166 2) ten=Resources name=P_placeid@statsrv_urs_p.AP: CHANGE OF STATE (CallInbound->AfterCallWork)[1495806207 0 0]
    _M_I_ [10:16] licensing seat P_placeid|Resources| has 0 links: - object <P_placeid>, type <Place> (used seats=0, total=100)
    _M_I_ [10:04] initiate content updating (reason 1) process for all groups stats due to update of some CfgPlace (11 total)
2017-05-26T15:43:27.675_M_I_ [10:04] stat's contents update flag set to 1 hint=0000000000000000 
    _M_I_ [10:37] stat ATT for MEDIA voice (type=0), time=(1495806207 S=0 R=0), f=0: free(23) 16=20+3(5)
    _M_I_ [10:17] SO(0000000004998010 166 2) ten=Resources name=P_placeid@statsrv_urs_p.AP: 0(0) ready DNs reported, dT=0, 0 trgts, 0 lvqs
[/color]
When changing back to "Ready for next call", it reports 1(1) ready DNs, and the Place-Resource has 2 links.

[color=purple]2017-05-26T16:12:31.983_M_I_ [10:17] SO(000000000497d7c8 89 2) ten=Resources name=userid@statsrv_urs_p.A: CHANGE OF STATE (AfterCallWork->WaitForNextCall)[1495807951 0 0]
    _M_I_ [10:16] licensing seat P_placeid|Resources| has 1 links: + object <userid>, type <Agent> (used seats=1, total=100)
2017-05-26T16:12:31.983_M_I_0000000000000000 [0E:25] SO(000000000497d7c8 89 2) ten=Resources name=userid@statsrv_urs_p.A: vcb notification timeout clear: 0 (+0)
    _M_I_ [10:37] stat ATT for MEDIA voice (type=0), time=(1495807951 S=0 R=1495807951), f=0: free(4) 18=0+0(6)
    _M_I_ [10:17] +ready DN 555533 @ NORD_H8K (type 1 WaitForNextCall time=1495807951) for ag userid, pl P_placeid, WaitForNextCall time=1495807951
2017-05-26T16:12:31.983_M_I_ [10:17] SO(000000000497d7c8 89 2) ten=Resources name=userid@statsrv_urs_p.A: verification mode - 1 sec
    _M_I_ [10:17] SO(000000000497d7c8 89 2) ten=Resources name=userid@statsrv_urs_p.A: 1(1) ready DNs reported, dT=0, 0 trgts, 1 lvqs
2017-05-26T16:12:31.983_M_I_ [10:17] SO(0000000004998010 166 2) ten=Resources name=P_placeid@statsrv_urs_p.AP: CHANGE OF STATE (AfterCallWork->WaitForNextCall)[1495807951 0 0]
    _M_I_ [10:16] licensing seat P_placeid|Resources| has 2 links: + object <P_placeid>, type <Place> (used seats=1, total=100)
2017-05-26T16:12:31.983_M_I_0000000000000000 [0E:25] SO(0000000004998010 166 2) ten=Resources name=P_placeid@statsrv_urs_p.AP: vcb notification timeout clear: 0 (+0)
    _M_I_ [10:04] initiate content updating (reason 1) process for all groups stats due to update of some CfgPlace (11 total)
2017-05-26T16:12:31.983_M_I_ [10:04] stat's contents update flag set to 1 hint=0000000000000000 
    _M_I_ [10:37] stat ATT for MEDIA voice (type=0), time=(1495807951 S=0 R=1495807951), f=0: free(4) 16=0+0(5)
    _M_I_ [10:17] +ready DN 555533 @ NORD_H8K (type 1 WaitForNextCall time=1495807951) for ag userid, pl P_placeid, WaitForNextCall time=1495807951
2017-05-26T16:12:31.983_M_I_ [10:17] SO(0000000004998010 166 2) ten=Resources name=P_placeid@statsrv_urs_p.AP: verification mode - 1 sec
    _M_I_ [10:17] SO(0000000004998010 166 2) ten=Resources name=P_placeid@statsrv_urs_p.AP: 1(1) ready DNs reported, dT=0, 0 trgts, 0 lvqs
[/color]

Any ideas how I could get the place for a known agent in state ACW?

Of course I could build a helper into the telephony client (create a database entry at login, remove it at logout, and in routing, query database instead of TargetState). But I think that would be an ugly Workaround, the problem should be solvable without crutches.

Rolf

[terry]

And versions of URS and StatServer you are using?

[47245]

I think I ran into this in the past..... Try enabling agent capacity on the router, I believe that will fix your issue with acw. 

[rolf_b]

Server Versions: URS 8.1.400.27, Statserver 8.5.103.24

Agent Capacities - fascinating...

Tried it - YEAH, it did the trick.
Currently, we are doing only voice service and don't use any capacity tables, could setting this option cause adverse effects?

Rolf

[terry]

Basically could be classified as defect.
Either switch to using capacities (as recommended) or upgrade to 8.1.400.35+ URS.