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Stat Server Actions for Mediation DNs

Tip
All actions specifically called out as retrospective are instantaneous actions.

Durable, Non–Interaction-Related Actions

The following are the durable, non–interaction-related actions that Stat Server generates on mediation DNs:

Tip
The AgentID system attribute is supported on the AgentLogin, AgentReady, and AgentActive mediation DN actions when the queue-use-pseudo-actions configuration option is set to false.

Durable, Interaction-Related Actions

CallWait is a durable, interaction-related action that Stat Server generates on mediation DNs.

Momentary, Interaction-Related Actions

The following are the momentary, interaction-related actions that Stat Server generates on mediation DNs:

Momentary, Non-Interaction-Related Action

UserEvent (Mediation DNs) is a momentary, non–interaction-related action that Stat Server generates on mediation DNs.

Retrospective, Interaction-Related Actions

The following are the retrospective, interaction-related actions that Stat Server generates on mediation DNs:

Retrospective, Interaction-Related Actions Reflecting Regular DNs

The following are the retrospective, interaction-related actions reflecting regular DNs that Stat Server generates on mediation DNs:

With the exception of the CallAnswered, CallAbandonedFromRinging, CallForwarded, StuckCallCleanedWhileRinging actions, these retrospective, interaction-related actions reflecting regular DNs work, without additional confirmation, only for ACD queues and T-Server applications that propagate the queue parameter in login messages. For T-Server applications that do not do this, you must explicitly configure the association between Agent objects and mediation DN in Genesys Administrator Extension, as follows:

  1. Select an agent (or place) group.
  2. On the Origination DNs tab, click Add.
  3. In the Origination DN dialog box, select the appropriate mediation DN.
  4. On the Origination DNs tab, click Save or Apply to save the configured association.

With the exception of the ACWMissed and CallMissed actions in this category, Stat Server propagates retrospective, interaction-related actions that reflect regular DNs, such as CallAnswered and CallAbandonedFromRinging, from an agent’s DN to the last physical mediation DN through which a call passes before being answered or abandoned while ringing in a single-site contact center. Stat Server propagates ACWMissed and CallMissed actions to all mediation DNs involved in the processing of the interaction except the last mediation DN from which the interaction was answered by a handling resource.

Warning
If a call is routed to an ACD queue DN from a routing point, Stat Server no longer generates interaction-related actions reflecting regular DNs, such as CallAnswered, on this routing point as Stat Server did in release 7.2 and prior releases. Instead, such actions are generated on the ACD queue. Starting with release 7.5, Stat Server propagates interaction-related actions reflecting regular DNs on mediation DNs only to the last real and virtual mediation DN objects that the interaction passed through. The actions that result for other mediation DNs along the path will reflect call diversion.

If, however, the call is queued in parallel to both an ACD queue DN and a routing point, and the ThirdPartyDN attribute of EventRouteUsed shows that the call was answered on some regular DN, then Stat Server will propagate this action to both.

Retrospective, Interaction-Related Actions Generated on Virtual Queues

The following are the retrospective, interaction-related actions that Stat Server generates on virtual queue objects that are controlled by a Multimedia-monitored switch:

Important
  • All mediation DN actions can be potentially generated for virtual queues, controlled by the Multimedia-monitored switch except voice actions listed below:
    • CallTreatmentStarted
    • CallTreatmentNotStarted
    • CallTreatmentCompleted
    • ACWCompleted
    • ACWMissed
  • In order to properly count any media-related interactions passing through a virtual queue, the virtual queue must be configured on a Multimedia-monitored switch.

Generation of Retrospective, Interaction-Related Actions Reflecting Regular DNs for Virtual Queue Mediation DN Objects

For virtual queue mediation DN objects, Stat Server generates retrospective, interaction-related actions reflecting regular DNs depending on the combination of settings of the following Stat Server configuration options, which are defined in the Framework Stat Sever Deployment Guide:

  • vq-ignore-third-party-dn
  • vq-treat-unknown-third-party-dn-as-agent-dn

Using these options, you can change the algorithm for Stat Server’s generation of CallAnswered actions on virtual queue objects to meet your requirements. If you set vq-ignore-third-party-dn to true (the default value), Stat Server generates the CallAnswered action on all virtual queue objects through which a call passes before it is answered. If you set the option vq-ignore-third-party-dn to false, Stat Server references the ThirdPartyDN attribute in EventDiverted TEvents that Stat Server receives from Universal Routing Server for CallAnswered action generation. In this case, the rules of CallAnswered action generation depend on settings of the vq-treat-unknown-third-party-dn-asagent-dn option. Introduction of this option allows Stat Server to generate this action only on the last virtual queue object through which a call passes before being answered in single-site call monitoring scenarios (inbound call enters monitoring site, inbound call is queued on the routing point associated with the Virtual Queue on the same site and is routed to the target on the same site). Multi-site Call monitoring scenarios have some limitations in this rule because there are cases where ThirdPartyDN does not contain reliable information about the DN to which the call was diverted.

[+] Scenarios

Retrospective, Interaction-Related Action Generated on Interaction Distribution from One Mediation DN to Another Mediation DN

This page was last edited on May 31, 2018, at 19:28.
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