Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Dennis on January 01, 1970, 12:00:00 AM
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Anyone knows a way to query StatSever from an application (in Vb or C) about a specific stats like agent status.
Thanks, Dennis
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Dennis,
A long time ago, in a galaxy far away...
There used to be a Genesys webased reporting interface, called DART. It used SQL scripting to obtain pretty much the same as CCA would today. However, with DART you could see the raw code. I'll have a look on our older servers and see if I can't find some for you.
If that's not what you are looking for, let me know and I'll stop looking! :)
Tony
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There are two ways you can get agent status.
1) Use Genesys Interface Server (licensed product $$). This application lets you obtain statistics from any stat server.
2) Configure Stat Server to write the statistics to a database. You can then query the database for the agent status. I am not sure if this option gives you the current status but will be able to give you the durations for each of the agent states (logged in, ready, hold, etc).
Thanks,
Dana Lee
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My memory is that DART used call concentrator tables (SCDR, GCDR etc) and was quite righty binned.
There is an OCX component that can access Stat Server (though not 'officially').
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Or there is also 3. option, develope your own statserver. It is always calculation based on Tserver events.
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What I really need is a way to query real time stats in StatsServer. This would help us identify agents stuck in Dialing mode, the program would then proceed with a call to the DN which will reset the agent status. If Dart can provide a way to obtain Agent status, then I'm interested in what you can find!
thank you
Dennis
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Do you have more Info about this OCX...
tks, Dennis
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Do you have CCPulse?
If so,
Create an Action that calls a VB application.
Create a Threshold that triggers when the DN has been in a state for longer than x seconds. Where x is the time you think is too long for dialing.
Create a Template that just has the statistic that indicates the agent's phone is stuck (Dialing).
Create a View that has all of the DNs or places that you want to monitor.
On each DN/Place, you will assign the Threshold and Action.
In order to get this to work, you will need to have a phone that can be controlled by the VB application.
I'm sure there are many other ways to accomplish this and would like to hear from others what they have been able to do.
thanks,
Dana Lee
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Hi Dana
I tried the CCpulse + technique and it works great. I wrote the small VB app witch is started by the threshold action passing the object in parameter, The VB pgm take control of a phone somewhere and places a short call to the stuck DN, and voilà
Thank you again for the idea.
Dennis
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Hi Dennis,
I read the following thread on the Starsystems site:
I tried the CCpulse + technique and it works great. I wrote the small VB app witch is started by the threshold action passing the object in parameter, The VB pgm take control of a phone somewhere and places a short call to the stuck DN, and voilà
Could you assist me with how you created this VB app or could you send it to me? We have problems with stuck calls on the Symposium link and this would be exactly what we need.
Regards,
Tony
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Hi Dennis,
I read the following thread on the Starsystems site:
I tried the CCpulse + technique and it works great. I wrote the small VB app witch is started by the threshold action passing the object in parameter, The VB pgm take control of a phone somewhere and places a short call to the stuck DN, and voilà
Could you assist me with how you created this VB app or could you send it to me? We have problems with stuck calls on the Symposium link and this would be exactly what we need.
Regards,
Tony
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Does this OCX work on version 7.x and if so, where can this OCX be obtained from?
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My gosh, I just now noticed this post!!! No joke, people, we have three billion topics under the same thread!!!
Deleting stuck calls is really easy: issue EventAbandoned with ThisDN and ThisQueue equal to DN where call is, ConnID = to the call's id, referenceid = 9999999 and type: 2; OtherDN = '090912323434', Type= 1 and it should ease your worries.
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Can this component be used legally? I mean doesn't Genesys offer Stat Server SDK? Does anyone know pricing for that SDK?
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Hi, In statserver (7.x) there is an option called 'releasestuckcalls'.
If it is set to true, StatsServer itself queries Tserver every 10 minutes, to see that the status is correct, and if nessecary, release the DN. We use it, and thanks to the function we doesnLt need to manually release DN's.
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Yes, but it does not work for virtual queues.
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Hi,
I was wondering if this something we can share with others as well.
I know that I need it RIGHT NOW. We have a lot of calls that are stuck in VQ because of network disconnects between URS and StatServer, and if there is a way to delete a call by implementing a CCP+ and a simply VB application, it would be great.
I guess it would work, I would just need ConnID and VQ name can you get it from CCP?
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What is this OCX component?
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once upon a time, using Java libraries, I succeeded to query Stat Server. It was long long time ago... before Good Lord created the Galaxy!
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OCX component of CCPlus. Of course, the OCX file in question has a development license. To use/register this OCX, at first, you have to crack it. Since it's not legal, I don't advise any of you to do this, however, using ColdIce, you can track the registers and implement a patch for this. Repeating this is not legal. Without this license, you couldn't use OCX file in development environment.
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Hi, Vic. I have heard your recommendation for releasing stuck calls before, but the trouble I have been having is actually finding which call is stuck. The only indication I have of a stuck call is in CC Pulse and the call is stuck on a VQ. If I could find the call, I would follow your advice on releasing it. Any suggestions on best way to locate the specific call that is stuck? NOTE this still happens w/StatServer 7.x (7.0.2) with option checkstuckcalls=true. Thanks!
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Is this just for StatServer? Version 7.1 of TServer and Management Layer includes a feature to release stcuk calls from the TServer, and therefore StatServer also. It works using a small program triggered by SCS. Check out the docs.
Also, for the CCP method, you don't need a view as you can attach the threshold to any object.
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Just managed to find the component and docs on my fileserver that allows apps to comunicate directly to Stat Server. It's dated year 2000. I assume it will still work but not sure of the legalities of it though.
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DART used a combonation of Call Centrator and StatServer tables and made them available via a web server. It was hard to customize, so they made CCPulse and Datamart available and terminated the product.
If you want you could activate the StatServer table options, add a DAP to statserver's connection tab, run the scripts found in the installed directory of statserver and create your own homebaked DART application.
The offical API is available though, Look into Statistic SDK, which includes the Genesys Interface Server. If you wanted something enterprise strength, that would the route to take.
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dennis any way to get that code from you the vb script? i have been looking for this but no one knows vb at my work... :(
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hi is there any way that i can receive a copy of this doc? thanks.
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Can you please send my the app and OCX you used to query the statserver please
Thanks
Riaad
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Yes, I worked on this matter. I have a javaased tool.
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hi is there any way that i can receive a copy of this vb script and java apps? thanks
-andry