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voice-reasons-table

Section: statserver
Default Value: no
Valid Values: yes, no
Changes Take Effect: Immediately upon notification


Specifies whether Stat Server stores the reasons for agents to change or continue Ready and NotReady states and AfterCallWork work mode. If this option is set to yes, Stat Server writes the reasons records directly to the VOICE_REASONS table in the Stat Server database. Refer to the The VOICE_REASONS Table in the Stat Server Deployment Guide for more information.

multimedia-activity-in-status-table

Section: statserver
Default Value: yes
Valid Values: yes, no
Changes Take Effect: After restart
Related Options: ixn-id-in-status-table

Specifies whether multimedia-related actions are counted while computing status values that are written to the STATUS table. (For a complete classification of actions, refer to the Stat Server User's Guide.) If this option is set to no, Stat Server ignores multimedia-related actions in its computation of place and agent status.

Stat Server also reads the value of the multimedia configuration option in the TServer section of the monitored DN (whose type is Extension) to determine whether the corresponding DN is a multimedia DN, capable of processing interactions of different media types, such as those DNs that are controlled by a SIP-compliant T-Server. Refer to the Factors Affecting Stat Server in the Stat Server Deployment Guide for more information.

Note: If you set this option to yes, you might also consider setting the ixn-id-in-status-table configuration option to yes so that Stat Server populates the IxnID field for multimedia interactions.

ixn-id-in-status-table

Section: statserver
Default Value: off
Valid Values: on, off
Changes Take Effect: Immediately upon notification
Related Options: multimedia-activity-in-status-table; enable-binding

Specifies whether Stat Server will populate the IxnID field for records written to the STATUS table. If you set this option to off or if you do not set configure this option, the IxnID field will be null. This field provides functionality, comparable to connection IDs for calls, for Multimedia interactions that rely predominantly on the number generated by Interaction Server for identification in the interaction flow.

Note: If you set this option to on, consider also setting the multimedia-activity-in-status-table configuration option to yes so that Stat Server will record information about the status of multimedia interactions in the other fields of the STATUS table.

Warning! To avoid data loss, do not change the setting of this option in runtime if you have also set enable-binding to yes.

local-time-in-status-table

Section: statserver
Default Value: off
Valid Values: on, off
Changes Take Effect: Immediately upon notification
Related Options: time-format; enable-binding

Specifies whether to populate the StartLocalTime and EndLocalTime fields in the STATUS table. If you set the value of this option to off, or if you do not specify a value, the StartLocalTime and EndLocalTime fields will contain no data. For Solution Reporting applications, set this option to off; such reports do not use the local time fields, and setting this option to on could affect performance. When setting this option to on, also set the time-format option to the desired format. Refer to the Table and Column Description in the Stat Server Deployment Guide for a complete description of the STATUS table.

This option was previously named LocalTimeInStatusTable.

Warning! To avoid data loss, do not change the value of this option in runtime if you have also set enable-binding to yes.

time-format

Section: statserver
Default Value: %m/%d/%Y %H:%M:%S
Valid Values: See table for a complete listing of valid time formats.
Changes Take Effect: After restart
Dependencies: local-time-in-status-table = yes

Specifies the time format of data stored in the StartLocalTime and EndLocalTime fields in the STATUS table. You must set the local-time-in-status-table option to yes to use the time-format option.

The format string consists of one or more codes preceded by a percent sign (%). Character strings that do not begin with % are copied unchanged to strDest.

This option was previously named TimeFormat.

Example:

Suppose you are using the default time format %m/%d/%Y %H:%M:%S. If the start time for a particular state is Tuesday, January 1, 1999, at 3 PM and 10 seconds, character data stored in the STARTLOCALTIME field in the STATUS table is stored as 01/01/1999 15:00:10. Changing the format codes for the date in the time-format option to %Y/%m/%d means the date is stored in the international date format as 1999/01/01. Spaces can also be used. For example, %Y %m %d would store as 1999 01 01.

Valid Time-Format Codes:

Format CodeDescription
%aAbbreviated weekday name
%AFull weekday name
%bAbbreviated month name
%BFull month name
%cDate and time representation appropriate for locale
%dDay of month as decimal number (01-31)
%HHour in 24-hour format (00-23)
%IHour in 12-hour format (01-12)
%jDay of year as decimal number (001-366)
%mMonth as a two-digit number (01-12)
%MMinute as a two-digit number (00-59)
%pCurrent locale's AM/PM indicator for 12-hour clock
%SSecond as decimal number (00-59)
%UWeek of year as a two-digit number, with Sunday as the first day of week (00-51)
%wWeekday as a one-digit number (0-6; Sunday is 0)
%WWeek of year as decimal number, with Monday as first day of week (00-51)
%xDate representation for current locale
%XTime representation for current locale
%yYear without century, as a two-digit number (00-99)
%YYear with century, as a four-digit number
%z, %ZTime-zone name or abbreviation; no characters if timezone is unknown
%%Percent sign
%#cLong date and time representation, appropriate for current locale; for example, Wednesday, March 14, 2001, 12:41:29
%#xLong date representation, appropriate to current locale; for example, Wednesday, March 14, 2001
#The pound sign (#) can precede any formatting code. This changes the meaning of the format code as shown in entries with the pound sign in this table.
Notes:
  • The pound sign is ignored in these format codes: %#a, %#A, %#b, %#B, %#p, %#X, %#z, %#Z, %#%
  • The pound sign in these format codes removes any leading zeroes: %#d, %#H, %#I, %#j, %#m, %#M, %#S, %#U, %#w, %#W, %#y, %#Y
  • local-time-in-status-table

    Section: statserver
    Default Value: off
    Valid Values: on, off
    Changes Take Effect: Immediately upon notification
    Related Options: time-format; enable-binding

    Specifies whether to populate the StartLocalTime and EndLocalTime fields in the STATUS table. If you set the value of this option to off, or if you do not specify a value, the StartLocalTime and EndLocalTime fields will contain no data. For Solution Reporting applications, set this option to off; such reports do not use the local time fields, and setting this option to on could affect performance. When setting this option to on, also set the time-format option to the desired format. Refer to the Table and Column Description in the Stat Server Deployment Guide for a complete description of the STATUS table.

    This option was previously named LocalTimeInStatusTable.

    Warning! To avoid data loss, do not change the value of this option in runtime if you have also set enable-binding to yes.

    time-format

    Section: statserver
    Default Value: %m/%d/%Y %H:%M:%S
    Valid Values: See table for a complete listing of valid time formats.
    Changes Take Effect: After restart
    Dependencies: local-time-in-status-table = yes

    Specifies the time format of data stored in the StartLocalTime and EndLocalTime fields in the STATUS table. You must set the local-time-in-status-table option to yes to use the time-format option.

    The format string consists of one or more codes preceded by a percent sign (%). Character strings that do not begin with % are copied unchanged to strDest.

    This option was previously named TimeFormat.

    Example:

    Suppose you are using the default time format %m/%d/%Y %H:%M:%S. If the start time for a particular state is Tuesday, January 1, 1999, at 3 PM and 10 seconds, character data stored in the STARTLOCALTIME field in the STATUS table is stored as 01/01/1999 15:00:10. Changing the format codes for the date in the time-format option to %Y/%m/%d means the date is stored in the international date format as 1999/01/01. Spaces can also be used. For example, %Y %m %d would store as 1999 01 01.

    Valid Time-Format Codes:

    Format CodeDescription
    %aAbbreviated weekday name
    %AFull weekday name
    %bAbbreviated month name
    %BFull month name
    %cDate and time representation appropriate for locale
    %dDay of month as decimal number (01-31)
    %HHour in 24-hour format (00-23)
    %IHour in 12-hour format (01-12)
    %jDay of year as decimal number (001-366)
    %mMonth as a two-digit number (01-12)
    %MMinute as a two-digit number (00-59)
    %pCurrent locale's AM/PM indicator for 12-hour clock
    %SSecond as decimal number (00-59)
    %UWeek of year as a two-digit number, with Sunday as the first day of week (00-51)
    %wWeekday as a one-digit number (0-6; Sunday is 0)
    %WWeek of year as decimal number, with Monday as first day of week (00-51)
    %xDate representation for current locale
    %XTime representation for current locale
    %yYear without century, as a two-digit number (00-99)
    %YYear with century, as a four-digit number
    %z, %ZTime-zone name or abbreviation; no characters if timezone is unknown
    %%Percent sign
    %#cLong date and time representation, appropriate for current locale; for example, Wednesday, March 14, 2001, 12:41:29
    %#xLong date representation, appropriate to current locale; for example, Wednesday, March 14, 2001
    #The pound sign (#) can precede any formatting code. This changes the meaning of the format code as shown in entries with the pound sign in this table.
    Notes:
  • The pound sign is ignored in these format codes: %#a, %#A, %#b, %#B, %#p, %#X, %#z, %#Z, %#%
  • The pound sign in these format codes removes any leading zeroes: %#d, %#H, %#I, %#j, %#m, %#M, %#S, %#U, %#w, %#W, %#y, %#Y
  • status-table-update-end-time-at-end-only

    Section: statserver
    Default Value: no
    Valid Values: yes, no
    Changes Take Effect: After restart


    Setting this option to yes enables Stat Server to update EndTime and EndLocalTime fields of the STATUS table for long running statuses only once, after those statuses have ended. Stat Server also sets the EndTime and EndLocalTime fields of the STATUS table to 0 (zero) during updates, provided that the corresponding status has not yet ended. A zero value implies 0 for integer fields and "" (empty string) for character fields. As soon as the status completes, Stat Server updates those fields with the time that the status ended.

    status-table

    Section: statserver
    Default Value: off
    Valid Values: on, off
    Changes Take Effect: Immediately


    Specifies whether Stat Server writes records about agent statuses directly to the STATUS table in the Stat Server database. Refer to the The STATUS Table in the Stat Server Deployment Guide for more information.

    This option was previously named StatusTable.

    ixn-id-in-status-table

    Section: statserver
    Default Value: off
    Valid Values: on, off
    Changes Take Effect: Immediately upon notification
    Related Options: multimedia-activity-in-status-table; enable-binding

    Specifies whether Stat Server will populate the IxnID field for records written to the STATUS table. If you set this option to off or if you do not set configure this option, the IxnID field will be null. This field provides functionality, comparable to connection IDs for calls, for Multimedia interactions that rely predominantly on the number generated by Interaction Server for identification in the interaction flow.

    Note: If you set this option to on, consider also setting the multimedia-activity-in-status-table configuration option to yes so that Stat Server will record information about the status of multimedia interactions in the other fields of the STATUS table.

    Warning! To avoid data loss, do not change the setting of this option in runtime if you have also set enable-binding to yes.

    multimedia-activity-in-status-table

    Section: statserver
    Default Value: yes
    Valid Values: yes, no
    Changes Take Effect: After restart
    Related Options: ixn-id-in-status-table

    Specifies whether multimedia-related actions are counted while computing status values that are written to the STATUS table. (For a complete classification of actions, refer to the Stat Server User's Guide.) If this option is set to no, Stat Server ignores multimedia-related actions in its computation of place and agent status.

    Stat Server also reads the value of the multimedia configuration option in the TServer section of the monitored DN (whose type is Extension) to determine whether the corresponding DN is a multimedia DN, capable of processing interactions of different media types, such as those DNs that are controlled by a SIP-compliant T-Server. Refer to the Factors Affecting Stat Server in the Stat Server Deployment Guide for more information.

    Note: If you set this option to yes, you might also consider setting the ixn-id-in-status-table configuration option to yes so that Stat Server populates the IxnID field for multimedia interactions.

    qinfo-table

    Section: statserver
    Default Value: off
    Valid Values: on, off
    Changes Take Effect: Immediately upon notification


    Specifies whether Stat Server writes records about queue statuses directly to the QINFO table in the Stat Server database. Refer to the The QINFO Table in the Stat Server Deployment Guide for more information.

    This option was previously named QInfoTable.

    identity-in-login-table

    Section: statserver
    Default Value: off
    Valid Values: on, off
    Changes Take Effect: After restart


    Turning this option on enables Stat Server to operate with an Oracle Real Application Clusters (RAC). This option requires a database access point connection to an Oracle RAC database. The user must also initialize their LOGIN table with the oracle/login_oracle.sql script that comes with the Stat Server installation.

    identity-in-login-table

    Section: statserver
    Default Value: off
    Valid Values: on, off
    Changes Take Effect: After restart


    Turning this option on enables Stat Server to operate with an Oracle Real Application Clusters (RAC). This option requires a database access point connection to an Oracle RAC database. The user must also initialize their LOGIN table with the oracle/login_oracle.sql script that comes with the Stat Server installation.

    login-table

    Section: statserver
    Default Value: off
    Valid Values: on, off
    Changes Take Effect: Immediately upon notification


    Specifies whether Stat Server writes records about login and logout TEvents directly to the LOGIN table in the Stat Server database. Refer to the The LOGIN Table in the Stat Server Deployment Guide for more information.

    This option was previously named LoginTable.

    Table and Column Descriptions

    The Stat Server database contains four tables:

    The LOGIN Table

    The LOGIN table contains the history of login and logout activity for resources on both voice and multimedia channels. Stat Server writes to this table if the login-table configuration option is set to yes.

    Stat Server detects login activity, for T-Server and SIP Server clients, upon receipt of an EventAgentLogin TEvent; Stat Server detects logout upon receipt of EventAgentLogout.

    For medias reported through Interaction Server, the pair of EventAgentLogin and EventMediaAdded events are used in Stat Server logic to determine agent readiness to process interactions on a particular media channel. The EventMediaRemoved and EventAgentLogout are the triggering logout events.

    Stat Server also writes login and logout records in LOGIN table even if EventMediaAdded and EventMediaRemoved events were not received from Interaction Server, but media channel was present in attr_media_list of Interaction event EventAgentLogin.

    Table below describes the LOGIN table's fields, which are presented in order of appearance.

    Field Name Description

    ID Auto-generated primary key. Used only with Oracle RAC and if the identity-in-login-table option is set to yes.
    APP_DBID DBID of Stat Server application. Used only with Oracle RAC and if the identity-in-login-table option is set to yes.
    SWITCHDBID The DBID of the switch at whose DN the agent has logged in or out.
    DNDBID The DBID of the DN at which the agent has logged in or out. This value is 0 (zero) if the agent has logged in to or logged off a media channel.
    QUEUEDBID The DBID of the ACD queue where the agent has logged in or out.
    AGENTDBID The DBID of the agent who has logged in or out.
    PLACEDBID The DBID of the place where the agent has logged in or out.
    STATUS 1 if the agent has logged in.
    0 if the agent has logged out.
    TIME Time, in seconds since 1 January 1970 UTC (Universal Time Coordinated), when the related login or logout event occurred.
    LOGINID The login ID of the resource for this record. The initial size of this field, as defined in the login.sql script for your RDBMS, is 255 characters (200 characters for DB2) , but you can adjust it as appropriate for your environment. Where the agent has logged in to or logged off a media channel, this field stores the media type. Stat Server gathers this information from the MediaType attribute of the triggering TEvent.

    The QINFO Table

    The QINFO table contains the history of voice interaction activities from the perspective of one or more mediation DNs that are registered to the Stat Server application. Stat Server writes to this table if the qinfo-table configuration option is set to yes. Table below describes this table's fields, which are presented in their order of appearance.

    Field Name Description
    QueueDBID The queue's DBID.
    ConnID An identifier that T-Server assigns to the connected call. The value in this field is 0 (zero) if the status is not related to the call.
    In multi-site scenarios, if the first transfer connection ID differs from the current connection ID associated with the call, the value stored in this field is the first transfer connection ID. Prior to Stat Server release 7.0.3, this field stored the current connection ID.
    Status The status of the transition of a call through a queue whose DBID is displayed in the QueueDBID field (of this table). The possible values of 1–9 indicate the following statuses and durations:
    Call Status Code Duration
    Diverted from queue 1 Time in queue
    Abandoned within queue 2 Time in queue
    Diverted from queue (answered while ringing) 3 Time in queue plus time spent ringing
    Diverted from queue (abandoned while ringing) 4 Time in queue plus time spent ringing
    Party changed from queue (for consultation calls only) 5 Time in queue plus time spent ringing until party changed
    Diverted from queue (forwarded) 6 Time in queue
    Call cleared from a virtual queue (diverted to an agent's DN from another virtual queue). This status is based on the CallCleared retrospective, instantaneous action. 7 Time in queue
    Call cleared after being stuck on a distribution DN 8 Time in queue
    Call cleared after being stuck while ringing at an agent's DN 9 Time at DN
    StartTime A sequence number representing the date and time when the status displayed in the Status field (of this table) began. The sequence begins with January 1, 1970, 12:01 AM UTC and increments every second. For example, 878159351 represents October 29, 1997, 13:09:11. Each new second represents an increment of 1 in the sequence.
    Duration The duration, in seconds, of the status displayed in the Status field.
    EndTime A sequence number representing the date and time when the status displayed in the Status field (of this table) ended. The sequence begins with January 1, 1970, 12:01 AM, UTC, and increments each second. For example, 878159351 represents October 29, 1997, 13:09:11. Each new second represents an increment of 1 in the sequence.

    The STATUS Table

    The STATUS table contains the history of status changes for agent and place resources. This table also stores the current status for such resources that persist more than 600 seconds. Stat Server determines place status by the highest ranking action (as defined by Stat Server status priority tables) that occurs at the DNs and medias it includes.

    Starting with the 7.6.1 release, Stat Server supports status reporting for multimedia DNs—DNs capable of handling multiple simultaneous interactions. By setting the multimedia-activity-in-status-table configuration option to yes, Stat Server selectively accounts for non-voicerelated actions on multimedia DNs in the status records that are written to this table.

    Starting with the 8.0 release, Stat Server records the interaction IDs of multimedia interactions when the ixn-id-in-status-table configuration option is set to yes.

    Tip
    The StartLocalTime, EndLocalTime, and IxnID fields appear only if the appropriate script was run to create the STATUS table.

    Stat Server writes to this table only if the status-table configuration option is set to yes. Table below describes this table’s fields, which are presented in their order of appearance.

    Field Name Description
    ID A unique key field used for internal purposes. Upon reaching 4,294,967,296 (that is, 232), Stat Server restarts the counter reusing all values starting from 1, provided that no records are associated with the IDs to be reused.
    Warning! To store new records after the number of records in the STATUS table reaches 4,294,967,296, clear the STATUS table. To keep previous records, back up this table’s data into a backup database prior to clearing the table.
    AgentDBID The database ID (DBID) of an agent, logged into the place (which DBID is displayed in the Place DBID), or 0 (zero).
    PlaceDBID The DBID of a place or 0 (zero).
    Status The status of the place whose DBID appears in the PlaceDBID field or the status

    of the agent whose DBID appears in the AgentDBID field. If agent is logged into a place, he or she shares the status of the place and this status is written to the table. Agent status is written when the agent is not logged into any place.
    The following lists STATUS field values and their significance:

    4 WaitForNextCall (Ready)
    5 OffHook
    6 CallDialing
    7 CallRinging
    8 NotReadyForNextCall
    9 AfterCallWork
    13 CallOnHold
    16 ASM_Engaged
    17 ASM_Outbound
    18 CallUnknown
    19 CallConsult
    20 CallInternal
    21 CallOutbound
    22 CallInbound
    23 LoggedOut
    StartTime A sequence number representing the date and time when the status displayed in the Status field (of this table) began. The sequence begins with January 1, 1970, 12:01 AM UTC and increments each second. For example, 878159351 represents October 29, 1997, 13:09:11. Each new second is represented by an increment of 1 in the sequence.
    Duration The duration, in seconds, of the status displayed in the Status field in this table.
    EndTime A sequence number representing the date and time when the status displayed in the Status field (of this table) ended. The sequence begins with January 1, 1970, 12:01 AM, UTC, and increments each second. For example, 878159351 represents October 29, 1997, 13:09:11. Each new second is represented by an increment of 1 in the sequence.

    Beginning with the 7.1 release, if Stat Server is configured not to set status end times during updates (status-table-update-end-time-at-end-only set to yes), this field holds a 0 (zero) value if the status does not complete before the update of long-running statuses.

    ConnID An identification number that T-Server assigns to the connected call. The value in this field is 0 (zero) if the status is not related to a voice interaction.

    In multi-site scenarios, if the first transfer connection ID differs from the current connection ID associated with the call, the value stored in this field is the first transfer connection ID. Prior to Stat Server release 7.0.3, this field stored the current connection ID.

    StartLocalTime A string containing a user-defined format for the local time of status start. The format of the start local time is controlled by the time-format option. This field is populated if the local-time-in-status-table configuration option has been enabled.
    EndLocalTime A string that contains a user-defined format for the local time of status end. The format of the end local time is controlled by the time-format option. This field is populated if the local-time-in-status-table configuration option has been enabled.
    IxnID A string that contains the number that Interaction Server assigns to an interaction. The value of this field is null if the ixn-id-in-status-table configuration option is set to off or if the associated status for this record originated from a source other than Interaction Server. In conjunction with a yes setting for the ixn-id-in-status-table configuration option, it is also recommended, although not required, that you set multimedia-activity-in-status-table to true.

    The VOICE_REASONS Table

    Stat Server writes to the VOICE_REASONS table if the voice-reasons-table configuration option is set to yes in the Stat Server application. This table contains the history of hardware and software reasons for each agent to change or continue the Ready and NotReady states and the AfterCallWork work mode when handling voice interactions. (Hardware reasons are reported by the switch whereas software reasons are established at a software level by a request from a software application, such as an agent desktop.)

    Stat Server retrieves Reasons information from data that is attached to the EventAgentReady and EventAgentNotReady TEvents for a DN assigned to a place that has a logged-in agent. Stat Server inserts reason records into the table retroactively—a record is added only after the Reasons value or work mode has changed or the DN state associated with the reason has ended.

    The data from the Stat Server’s VOICE_REASONS table is not available for custom reporting off the Stat Server database directly; therefore, no description of the VOICE_REASONS table structure is provided in this guide.

    Reasons data is available to users of Genesys Info Mart releases 7.2–7.6. Refer to the Genesys Info Mart Operations Guide for information about Reasons data in the Info Mart database.

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    This page was last modified on November 8, 2018, at 03:10.