Controlling Agent state for each media type via PSDK

[andrewjackson]

Hi all,

Does anyone know how to change the state of agents' media types (ready / not ready / logout) on Interaction Server via the PSDK? 

With Voice I can simply register the DNs I'm interested in and control the state but with Interaction Server I cannot see a way to control the state of multiple agents from a custom monitoring application.

I have been unable to perform a second login to an agent's place as Interaction Server responds with "Place is already occupied" which is fair enough but also I cannot see a mechanism to allow me to issue requests on behalf of other agents.

Any ideas very much appreciated.

Cheers
Andrew

[Kubig]

Login function works in different way on IXN level. On that level, you have to login only once and for each wanted media you need to send request "RequestAddMedia" with appropriate mediatype in arguments/parameters. Try to read documentation, where is this described in great detail or use reverse engineering to find out how it works from Genesys perspective.

[PeteHoyle]

Hi Andrew,

Check what value you have for the option 'allow-multiple-agent-connections' and also if your version of IxN Server supports this feature.

https://docs.genesys.com/Documentation/Options/Current/ES/InteractionServer-settings#allow-multiple-agent-connections


Pete.

[andrewjackson]

Dear Kubig,

Many thanks for your reply.   

The documentation seems of little use when it is primarily aimed at a one to one relationship between an application and a place / user rather than what I need (and asked), one application (client connection) controlling many places / media types.   

It's a trivial matter to add or remove  media to/from a place via PSDK and I can login, logout add/remove media as desired but that's not what I am trying to accomplish.  I would like to change the state of media for multiple Agents via a single application registered with Interaction Server.  I have even tried logging in to a dummy place and then issuing media control requests to the client ID's (their proxy client ID) - the requests are accepted by Interaction Server but not actioned by the targeted client.  I fully understand it's different with IXN compared to T-Server and currently have multiple threads talking to T-Servers / Stat-Servers / Config Servers whilst controlling agents without issue. 

I may have missed something in the documentation(which I looked at before posting to the topic)  and would be delighted if you could point me in the right direction as clearly I am missing the point here. 

Thanks again,

Andrew

[andrewjackson]

Dear Pete,

Thanks for the info .. I had already checked the setting but it seems it doesn't help when I try to access a place that's already occupied.  I really need something similar to TServer where I can register DN's and monitor the state / change it but for media types on IXN server.  Seems I'm snookered.

Cheers
Andrew

[PeteHoyle]

[quote author=andrewjackson link=topic=9919.msg45019#msg45019 date=1477379599]

Thanks for the info .. I had already checked the setting but it seems it doesn't help when I try to access a place that's already occupied.  I really need something similar to TServer where I can register DN's and monitor the state / change it but for media types on IXN server.  Seems I'm snookered.

[/quote]

What version of IxN Server are you using?

I just tested by logging in two instances of WDE for the same Agent/Place and I could make a Media Ready/Not Ready on one WDE and it would update the status in the other WDE.

allow-multiple-agent-connections
Default Value: true
Valid Values: true, false, force-logout
Changes Take Effect: Immediately
 

Specifies whether Interaction Server should (true) or should not (false) allow logins for the same agent using multiple connections. Allowed option values are: true (default), false, and force-logout. [color=green]If this option is set to true, a single agent may log in using multiple agent applications[/color] or a single agent application that uses more than one connection to Interaction Server. If the option is set to false, Interaction Server fails subsequent requests to log in if the same agent has already logged in on another connection. If the option is set to force-logout, Interaction Server closes any previous connections of the same agent and lets the agent log in only on the new connection.

[andrewjackson]

Hey Pete,

Thanks very much for the follow-up and info.  You're spot on, I can login two instances of WDE against IXN Server 8.5.100.18 which means I must be missing something in my client connection code.  I'll dump the logs from IXN with the two WDE's logging in and play spot the difference.    You're help is VERY much appreciated.

Cheers
Andrew

[andrewjackson]

Hey Pete,

After trawling the IXN log it looks as though my Java code wasn't handling the 2nd+ connection correctly.  The proxy was established and the agent app subsequently registered but the requests to login went to the wrong ID. 

I now have a client connection which is resetting the state of specific media for an agent logged in to WDE.

Thanks so much, I was about to give up but the fact you could get two WDE's logged in to the same place switched the light back on at the end of the tunnel.

Cheers
Andrew