Receiving list of avalable agents.

[clemahieu]

Is there function within the Statistics or TServer SDK that returns a list of available agents or alternatively, an event stream that a program could subscribe to that notifies of agent onhook/offhook/offline etc?

I've been looking at the statistics and TServer SDK documentation so far and haven't been able to find it.

Help or pointers to documentation are greatly appreciated.

-Colin.

[barleycorn]

Not really.  That sort of information would have to come from a custom developed app.  You could probably look at the Statistics SDK, or even use the Interaction SDK and build a SERVER-type app that registers for all the resources and keeps track of the state and provides the info you need through a web-service call or something like that.

[victor]

Well, there IS a way to get it really easy if you have a URS

[Dionysis]

Stats SDK can definitely do this.  You would simply open a statistic and request the data from the stat server.

But it would definitely need to be a custom application that polled stat server for the particular group of agents that you wanted to monitor, or a web page that requested the stat whenever it was refreshed.

Alternatively URS is much simpler, depending on what you're trying to achieve of course.

What exactly are you trying to do?

[barleycorn]

For sure you can get this through URS, but I made the assumption that this was something required to  do on the fly in either a desktop or custom application. Maybe the original poster can clarify?

[clemahieu]

We're building an application that essentially needs to do call routing of inbound calls so URS sounds like what I'm looking for.

Is there an API designed for this?  The closest things I've seen related to routing programability are web service calls out of a routing script.  If there's a more direct way to do routing logic that would be ideal.

Where should I be poking around for this level of control?

[cavagnaro]

You need definitively SDK.
Why does URS doesn't fit your needs?

[clemahieu]

I have "Platform SDK for .NET 7.6".

Which assembly should I be looking in to?

I also have "Statistics Platform SDK 76 .NET API Reference", "GENESYS_ROUGH_GUIDES_v7.x_V1.0" and "Platform SDK for .NET 7.6\Doc"

Which reference guide should I be looking at to find material on this level of control in the SDK?

[barleycorn]

I guess that my question would be the same as cavagnaro's: Why would you not use URS for this in the first place?
You would probably want to look at the Statistics Platform SDK Developer Guide and API docs.
While Platform SDK gives you the finest level of control (Platform SDK apps connect directly to the server in question, in this case Stat Server), you might also look at Genesys Integration Server (GIS), as this provides a services layer which may suit your needs.
In both cases you would have to build some sort of application, but with GIS you have a more abstract model which given the nature of what you are looking for may require less effort on the developer's part.

[barleycorn]

I might still be misunderstanding of course. If you are looking for something within URS to provide a list of agents, then you should look in the URS reference guide for the ExpandGroup function.  This function returns a comma-separated list of high-level format given a Agent Group or Place Group as its parameter.
It should be noted though, that ExpandGroup is only included for backward compatibility and using this is not the most efficient way to acquire a target.

[clemahieu]

I might be able to use URS.  I'll have to admit I'm fairly new to using Genesys systems, my background being other telephony systems.

I'm trying to give the routing system a list of agents to route to.  This list is dynamic, created by a back end system, and is automatically updated by another software process.

Because this list might be fairly large, up to the number of agents in the system, I wanted to reduce it to only agents available and then possibly reduce it to a smaller fixed number of agents, like 5.  Is this list size not a concern?  Is there a way to pass a list of agent ids to the routing engine and have it route to one of those agents that are available?

[barleycorn]

Generally, in a Genesys environment URS *IS* the routing solution. What is the routing engine in your environment... the switch, I assume?
In Genesys the Universal Routing Server (URS) basically talks to the Stat Server to get availability (and other) statistics, then uses that information to instruct T-Server where to send calls to (based on strategies [scripts] that you write). That's a *very* high-level view of how it all works, so I'd probably take a look over the Framework and Routing documentation and then try to determine if you really need to do what you are looking for; we're always here to help no matter how basic the question.