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  • 1.  PSDK-Voice: RequestAgentLogin and the agentId

    Posted 10-03-2020 04:39
    Hi all,

    I have one question regarding the RequestAgentLogin on the PSDK Voice. After registering the DN the agent will be logged in with RequestAgentLogin. Within this request the agentId has to be in the request object before the request is sent to T-/SIP-Server.
    The  PSDK documentation states here for the agentId the following: The agent identifier specified by PBX or ACD.
    So I would expect that this property will be set with the value of AgentLoginId configured on CFPPerson level - this is e.g. what I see when I look at the logs from Workspace Desktop. I see in the agentid as the AgentLoginId configured at CFGPerson level.
    'RequestAgentLogin' ('8')
    message attributes:
    AttributeAgentWorkMode [int] = 1 [ManualIn]
    AttributeThisQueue [str] = ""
    AttributeAgentID [str] = "69903"
    AttributeThisDN [str] = "69935"
    AttributePassword [str] = [output suppressed]
    AttributeReferenceID [int] = 4

    However when I use the RequestAgentLogin in an environment where I login the Agent on the SIP-Server (so SIP-Server having both stacks TLIB and Switch), I can see that the login also works when the agentId is set as the CFGPerson Username. I can see he resulting successfully EventAgentLogin and also can successfully change states of the agent.

    I did not find on any place that passing the CFGPerson username is also a valid value for the agentId in the RequestAgentLogin.
    Pls can you tell me why it is working when passing the UserName instead of the AgentLoginId when performing RequestAgentLogin? Is it because of the situation the the SIP-Server functions in my scenario as T-LIB and Switch?

    Thank you very much for your answers.
    #SIP/VolP

    ------------------------------
    Uzay
    ------------------------------


  • 2.  RE: PSDK-Voice: RequestAgentLogin and the agentId

    GENESYS
    Posted 10-05-2020 02:19
    Edited by Jerome Saint-Marc 10-05-2020 02:19
    Hello,

    The value to use in the AttributeAgentID should indeed be the Login ID you would have configured on the same switch than the Extension DN, and that is assigned to a user/agent (at Person level).

    SIP Server can indeed emulate Agent Login/Logout.
    The fact that you can use something else than a configured Login ID is likely due to the fact that your "agent-strict-id" option is set to false (SIP Server Application level).
    agent-strict-id
    Default Value: false
    Valid Values: true, false, passwd
    Changes Take Effect: Immediately
    Specifies whether SIP Server enables any AgentID to be used during login (value false), or only those configured in the Configuration Layer (value true). If set to passwd, SIP Server verifies that a value of an attribute password from a TAgentLogin request matches the value of the Password field from the Advanced Tab of the Agent Login Configuration Layer object.

    In order to have your Contact Center Agent properly monitored by StatServer (for statistic and routing availability perspective), you will have to use the Login ID configured at the Person level (on the same Switch than the Extension DN).
    Receiving the EventAgentLogin, StatServer interprets the ThisDN to understand which Place these events relate to. And uses the AgentID to understand which Agent/Person these events relate to.

    Regards,

    ------------------------------
    Jerome Saint-Marc
    Genesys - Employees
    ------------------------------

    Original Message


  • 3.  RE: PSDK-Voice: RequestAgentLogin and the agentId

    Posted 10-05-2020 09:21
    Hi Jerome,

    thanks for the quick reply.

    Still one question though. The option "agent-strict-id" was actually set to false. That should be the reason why the login worked. I understood the emulated-agent feature like this, that SIP-Server sends the agent-events back although there is no PBX involved in the back.
    Your point with the Stat-Server I did not catch well. When I perform an RequestAgentNotReady passing the username, I see in the SIP-Server-Log that the event is sent to all registered SIP-Server clients including StatServer and ORS - see part of the log below.
    I had a look at the StatServer-Logs for both scenarios and could not find a difference. And for the case of logging into SIPServer with the Username I also so the status of the user in Pulse.

    So for me it is still not clear what the difference of the emulated-agent is to the "normal" agent login with AgentLogin-ID.

    @14:59:49.7410 [0] 8.1.103.70 distribute_event: message EventAgentNotReady
    AttributeExtensions [53] 00 01 00 00..
    'AgentSessionID' '3RDDEONACH4970TB4UGI08RAHO00001G'
    AttributeEventSequenceNumber 000000000000092d
    AttributeTimeinuSecs 741000
    AttributeTimeinSecs 1601902789 (14:59:49)
    AttributeAgentWorkMode 0 (Unknown)
    AttributeThisQueue 'ACD_HVB_NoRegistration'
    AttributeAgentID 'hdoksouza'
    AttributeThisDN '69935'
    14:59:49.741 Trc 04542 EventAgentNotReady sent to [948] (00000900 GAgentUDO 10.100.11.5:38898)
    14:59:49.741 Trc 04542 EventAgentNotReady sent to [556] (000008f3 rt_de_ors_ge_3 10.100.11.23:49458)
    14:59:49.741 Trc 04542 EventAgentNotReady sent to [968] (000008f2 rt_de_ors_ge_2 10.100.11.23:49428)
    14:59:49.741 Trc 04542 EventAgentNotReady sent to [548] (0000000b rt_de_ss_nocr_ge_p 10.100.11.23:52938)
    14:59:49.741 Trc 04542 EventAgentNotReady sent to [956] (0000000a rt_de_ss_cr_ge_p 10.100.11.23:52918)
    14:59:49.741 Trc 04542 EventAgentNotReady sent to [952] (00000009 rp_gl_pulse_ss_p 10.100.11.23:52807)
    14:59:49.741 Trc 04542 EventAgentNotReady sent to [944] (00000008 rp_hvb_icon_io_vc 10.100.11.23:52204)
    14:59:49.741 Trc 04542 EventAgentNotReady sent to [900] (00000006 rt_de_ors_ge_1 10.100.11.23:52062)
    14:59:49.741: Agent not ready
    -- emulated by AgentEmulator
    FinishRequest CRequest@ffff2570 RequestAgentLogin-GAgentUDO[948]/2
    IFace stats: q=0 s=0


    ------------------------------
    Uzay
    ------------------------------

    Original Message


  • 4.  RE: PSDK-Voice: RequestAgentLogin and the agentId

    GENESYS
    Posted 10-05-2020 09:56
    Hello,

    "I understood the emulated-agent feature like this, that SIP-Server sends the agent-events back although there is no PBX involved in the back."
    That's correct. To be more specific, SIP Server emulates the ACD part - which was the one managing users and their states, among other things.

    "I see in the SIP-Server-Log that the event is sent to all registered SIP-Server clients including StatServer and ORS"
    Events are always propagated to the T-Library clients which registered on the DN.

    "And for the case of logging into SIPServer with the Username I also so the status of the user in Pulse"
    If that's the case, then I didn't know. Based on what you are saying, StatServer may manage the username and the assigned Login ID. I haven't practiced that part for a while.

    ------------------------------
    Jerome Saint-Marc
    Genesys - Employees
    ------------------------------

    Original Message


  • 5.  RE: PSDK-Voice: RequestAgentLogin and the agentId

    Posted 10-06-2020 12:33
    Thanks Jerome, will keep an eye on this on our side.
    I guess we'll continue handling it the "old" way using the AgentLoginId configured at CFGPerson.

    ------------------------------
    BR,
    Uzay
    ------------------------------

    Original Message


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