Note: Most of the work involved in preparing an Avaya CMS system for use with Optymyse must be carried out by Avaya Professional Services.
How it works
A module called rt-socket, which is available from your Avaya reseller, must be installed by Avaya Professional Services on your CMS system. rt-socket runs a specially formatted CMS report on a regular basis, and transmits the results via a TCP/IP connection to the recipient computer – in this case, Optymyse.
What you need to tell Avaya PS
You will need to give Avaya Professional Services some information ahead of the installation. The required information points are:
The number of rt-socket sessions you wish to run
One rt-socket session per report will be required. e.g. for split/skills AND agent state data, you will require 2 rt-socket sessions.
For each rt-socket session you will need to provide:
- The target computer IP address (i.e. Optymyse server’s IP address)
- The target IP port (Almost any number may be chosen. Typical examples are 3001 or 7001)
- The name of the CMS report to run (see below)
- How often the report should run (default is every 15 seconds; Avaya will, on request, configure this for 3 seconds. Always ask for 3 seconds).
- The split/skill or agent ID range to report on. See below for more detail.
With this information, Avaya will be able to set up and configure the rt-socket module and session(s).
Note that your CMS administrator will have limited control over the installation in future. Specifically, you may alter the split/skill or agent ID reporting range. You cannot alter the IP target or port number, only Avaya Professional Services can do this.
Note 2: The Optymyse connector includes a “pass-through” function, whereby data output by Avaya RT-socket can be replicated to a second IP address/port. e.g. for use by an existing workforce management tool, or a separate Optymyse system, etc.
Choosing your CMS report(s)
rt-socket runs specially formatted reports in CMS. Avaya PS will supply a copy of the necessary report.
For Split/Skill data, you should request report “tvi1”.
For Agent State data, you should request report “agent_tv”. However, if your agents are typically multi-skilled (logged into many split/skills simultaneously), be aware that the standard report ONLY reports on the first split/skill any given agent logs in to. If you want to report accurate figures, please ask SJS for a copy of the specially modified “agent_tv” report. Ensure you then supply this to Avaya PS for them to install.
Choosing your Split/Skill or Agent ID ranges
rt-socket allows you to choose a range or set of ranges of split/skills (or agent IDs) to report. You should choose this range wisely:
- Make sure you include all of the split/skills you WANT to report, whilst also…
- ..excluding as many of the split/skills you aren’t interested in as possible.
The same is true of Agent IDs.
The easiest range is 0-9999 (assuming 4-digit split/skill numbers or agent IDs). This will simply report everything to Optymyse. However, if you’re only interested in 5 of those skills, you will be sending large and unnecessary amounts of data across the network. This is bad because:
- It slows CMS down
- It slows Optymyse down
- It takes network bandwidth that could be used for useful information.
As the split/skill /Agent ID range is one of the things that your CMS administrator can configure, you should only add new split/skills when they are needed.
Once Avaya have all the information they require, and the installation is complete, the rt-socket will start trying to connect to Optymyse. If you already have the Optymyse system up and running at this point, then you should see data almost immediately.