User's Guide Script Plug-in - Avaya

2y ago
24 Views
2 Downloads
382.68 KB
33 Pages
Last View : 16d ago
Last Download : 2m ago
Upload by : Emanuel Batten
Transcription

User's GuideScript Plug-inRelease 4.0Printed on 4 March, 2009

2009 Avaya Inc. All Rights Reserved.NoticeWhile reasonable efforts were made to ensure that the information in this document was complete andaccurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes andcorrections to the information in this document may be incorporated in future releases.Documentation disclaimerAvaya Inc. is not responsible for any modifications, additions, or deletions to the original publishedversion of this documentation unless such modifications, additions, or deletions were performed byAvaya.Link disclaimerAvaya Inc. is not responsible for the contents or reliability of any linked Web sites referencedelsewhere within this Documentation, and Avaya does not necessarily endorse the products, services,or information described or offered within them. We cannot guarantee that these links will work all ofthe time and we have no control over the availability of the linked pages.LicenseUSE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER'S ACCEPTANCEOF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLEON THE AVAYA WEBSITE AT http://support.avaya.com/LicenseInfo/ ("GENERAL LICENSETERMS"). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURNTHE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERYFOR A REFUND OR CREDIT.Avaya grants End User a license within the scope of the license types described below. The applicablenumber of licenses and units of capacity for which the license is granted will be one (1), unless adifferent number of licenses or units of capacity is specified in the Documentation or other materialsavailable to End User. "Designated Processor" means a single stand-alone computing device. "Server"means a Designated Processor that hosts a software application to be accessed by multiple users."Software" means the computer programs in object code, originally licensed by Avaya and ultimatelyutilized by End User, whether as stand-alone Products or pre-installed on Hardware. "Hardware"means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User.License type(s)Concurrent User License (CU). End User may install and use the Software on multiple DesignatedProcessors or one or more Servers, so long as only the licensed number of Units are accessing andusing the Software at any given time. A "Unit" means the unit on which Avaya, at its sole discretion,bases the pricing of its licenses and can be, without limitation, an agent, port or user, an e-mail orvoice mail account in the name of a person or corporate function (eg., webmaster or helpdesk), or adirectory entry in the administrative database utilized by the Product that permits one user to interfacewith the Software. Units may be linked to a specific, identified Server.CopyrightExcept where expressly stated otherwise, the Product is protected by copyright and other lawsrespecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as wellas a civil, offense under the applicable law.Third-party components

Certain software programs or portions thereof included in the Product may contain softwaredistributed under third party agreements (“Third Party Components”), which may contain terms thatexpand or limit rights to use certain portions of the Product (“Third Party Terms”). Informationidentifying Third Party Components and the Third Party Terms that apply to them is available onAvaya’s web site at: http://support.avaya.com/ThirdPartyLicense/.Avaya fraud interventionIf you suspect that you are being victimized by toll fraud and you need technical assistance or support,call Technical Service Center Toll Fraud Intervention Hotline at 1-800-643-2353 for the UnitedStates and Canada. Suspected security vulnerabilities with Avaya Products should be reported toAvaya by sending mail to: securityalerts@avaya.com.For additional support telephone numbers, see the Avaya Web site: http://www.avaya.com/support.TrademarksAvaya is a trademark of Avaya Inc.All non-Avaya trademarks are the property of their respective owners.Avaya supportAvaya provides a telephone number for you to use to report problems or to ask questions about yourcontact center. The support telephone number is 1-800-242-2121 in the United States. For additionalsupport telephone numbers, see the Avaya Web site: http://www.avaya.com/support.For the most current versions of documentation, go to the Avaya support Web site:http://www.avaya.com/support.

ivPrefaceContentsThis following few pages provides information that will help you use this document.PrefaceivRelated Documents .viKnowledge Base .viChapter 1 Introduction7What is the Script Plug-in? .8Error Logging .9Installation9Install Plug-in.10Chapter 2 Administration11Configure Script Plug-in.12Sample Configuration for Call Routing Server.15Sample Configuration for IVR Server .17Appendix 1 Appendix: Call Routing Server19Call Routing Server to Plug-in.20Plug-in to Call Routing Server.24Script COM Interface.26Properties.26Methods .27

ContentsAppendix 2 Appendix: IVR Serverv28IVR Server to Plug-in .29Plug-in to IVR Server .31Glossary of Terms32Index33

ContentsviRelated DocumentsFor more information on how the SQL Plug-in interacts with the Call Routing Server, refer to the CallRouting Server User Guide.For more information on how the Script Plug-in interacts with the IVR Server, refer to the IVR ServerUser Guide.Knowledge BaseFor information on any errors and updates relating to this document, visit the Avaya Contact CenterExpress Knowledge Base (http://support.avayacce.com).

7CHAPTER 1IntroductionIn This ChapterWhat is the Script Plug-in?.8

IntroductionWhat is the Script Plug-in?Script Plug-in is a simple plug-in mechanism that takes advantage of scripting engines developed byMicrosoft and others, to allow simple scripts written in VB Script or Java Script to be executed andprovide services to the Contact Center Express suite.This plug-in can be plugged in to any Contact Center Express server application that supports thePlug-in Manager, such as IVR Server and the Call Routing Server.All scripting engines that conform to the Microsoft standard implement the IActiveScript interface.This common interface allows all scripting engines to be consumed by parent applications in anidentical manner regardless of the scripting language they implement.The two most commonly available scripting engines are VB Script and Jscript from Microsoft. Theseare components installed with Internet Explorer.8Call12Definity/MultiVantage/Avaya CMTelephony Server379Call Routing Server.ini filePlug-in Manager4Namedevents6ReturneventScript Host Plug-in5Script file is executedScripting engine such asVB Script or Java Script8

InstallationError LoggingContact Center Express plug-ins log error information relating to their operation into the error log fileof their controlling application.For Call Routing Server log files, refer to the directory: C:\Program Files\Avaya\Contact CenterExpress\Server\Call Routing Server\ACR Server\ACRSLogFiles.InstallationFor IVR Server log files, refer to the directory: C:\Program Files\Avaya\Contact CenterExpress\Server\IVR Server\AIVR Server\AIVRSLogFiles.The configuration and monitoring of this Contact Center Express service is accomplished by theApplication Management Service installation of which is a necessary pre-requisite for theconfiguration and setup of Virtual Agent. For detailed information on how to install ApplicationManagement Service refer to the about the Contact Center Express Installation Guide.pdf.One component of this service is the Contact Center Express Control Panel, a user interface thatallows you to add and change configuration and operation information about currently monitoredservers. For detailed information on how to configure this service, refer to the about the ContactCenter Express Control Panel User Guide.pdf.9

Installation10Install Plug-inContact Center Express plug-ins are not installed as separate components, but as part of the installationfor applications that support their integration.For full instructions on how to install these supporting applications, refer to the Contact CenterExpress Installation Guide.pdf.The Contact Center Express Installation Guide is on the Contact Center Express DVD (Overview andMiscellaneous folder) or can be downloaded from the Avaya Contact Center Express website(http://www.avayacontactcenterexpress.com).

11CHAPTER 2AdministrationIn This ChapterConfigure Script Plug-in .12Sample Configuration for Call Routing Server .15Sample Configuration for IVR Server.17

Administration12Configure Script Plug-inEnable Client. A value that determines if the controlling application will enable this plug-in onstartup. True enabled, False disabled.Client Library Name. The name of the generic plug-in: ASGScriptHost.dll.Display Name. The text that displays on the client's user interface.Display Icon. An icon that displays on the client's user interface to represent its running process.Event Type. Indicates to the server loading the plug-in if it wishes to do maintenance tasks or realwork. Use Event Type Native to tell the server that the plug-in wishes to interface for native serverfunctionality.[Sections]The following data must appear as one section but can be repeated to create more sections. A sectionwill be used if the received event and filter values match the configured event and filter parameters.Configuration Section Name. A unique name to identify the configuration set. If the value is empty,the plug-in will populate it with the value “UnNamed” plus a number indicating the section's positionin the configuration. For example, if the fourth configuration set is not named, it will be given adefault name of “UnNamed4”.Script Language. The script language this script will run. This must match the name registered by thescript engine when it is installed.Script File Name. The name of the script file that will run when the event is received. If a file path isspecified, the plug-in runs the script from there. Otherwise, it searches for the script in the workingdirectory (the same folder that contains the executable of the controlling application).Script Start Function. Optionally allows the entry point in the script to be specified. If this parameteris empty, it is assumed the script is self describing and has a known entry point.Event Name. The name of the event sent by the controlling application that will invoke thisconfiguration set. When combined with the Event Filter Name and Event Filter Value parameters,this represents a unique combination. If filtering is not used (by the Event Filter Name parameterbeing empty), the Event Name parameter is expected to be unique. If it is not, the first entry in theconfiguration sequence is used.Event Filter Name. A name expected in the parameter list sent with the event from the controllingapplication. This filter allows multiple configuration sets to have the same Event Name but beidentified by a received parameter value. If this parameter is empty, filtering will not be used.Event Filter Value. The value the plug-in will try and match with the received event and event filter.If there is a match, this configuration set is deemed the correct sequence. Example: With aconfiguration set of Event Filter Name VDN and Event Filter Value 9830, any event received witha matching Event Name must also contain, as part of the event's parameter sequence, a setVDN/9830.

Administration13Return Event Name. The name of the event that will return any results obtained by this configurationset to the controlling application. If this parameter is empty, the plug-in will not send a return event.Note: With the COM interface (see "Script COM Interface" on page 26) available from the script, areturn event can be passed directly from the script code. If this functionality is used, this parameter canbe ignored.Return Event Parameter Sequence. A list of parameters the plug-in will send back to the controllingapplication with the return event. If this parameter is empty, no parameters are returned. Theparameters, which are separated in a list by commas, come from the following sources:Transfer ParametersTransfer parameters allow you to transfer important sequence and tracking information received withthe original event back to the controlling application. This information allows the controllingapplication to match the original event with the return event. Transfer parameters are enclosed in the“%” character.Example: If the configuration set contained the entry Return Event ParameterSequence %RouteRegisterReqID%, %RoutingCrossRefID%, the return event parameter list willcontain the entries "RouteRegisterReqID" and "RoutingCrossRefID" with the values copied from theparameter list received from the controlling application.If you need to transfer every parameter from the received event to the returned event, you can use theparameter %*%. This parameter set may have been modified by the script.Fixed Value ParametersFixed value parameters allow you to include fixed key/value data in the parameter list returned to thecontrolling application. Fixed value parameters take the form “NAME VALUE". Example: If theconfiguration set contains the entry Return Event Parameter Sequence Destination 8579, thereturn event parameter list will contain a key entry “Destination” with the fixed value “8579”.Parameter types can appear in any order in the parameter sequence. The order in which they appeardictates the order in which they are placed into the parameter list. Example: If the configuration setcontained the entry Return Event Parameter Sequence Destination 8579,%RouteRegisterReqID%, the return event parameter list will have a key entry “Destination” whichwill have a fixed value “8579”, a key of “RouteRegisterReqID” with a value copied from the originalreceived event.Error Event Name. The name of the event passed to the controlling application when any erroroccurs that prevents the execution of the specified stored procedure or SQL statement. This includesall ADO errors, including failure to open the connection to the specified database. If this parameter isempty, the event specified in the Return Event Name is used. If the Return Event Name is used, theparameter sequence from the Error Event Parameter Sequence is used, if available. If not, theparameter sequence from the Return Event Parameter Sequence is used.Error Event Parameter Sequence. The sequence of parameters that will be passed with the errorevent. This sequence takes the same format as Return Event Parameter Sequence.Thread Pool Size. The number of threads this configuration section can use to dispatch event requestsfor processing. (A number of threads are required because each configuration section will receivemultiple simultaneous events from the controlling application and will need to process these requestsin parallel.) Requests received when there are no threads immediately available will be queued for thenext available thread. The thread pool size should range range between 1 and 10. The default is 2.

AdministrationMaximum Queued Requests. The maximum number of requests that can be queued to the threadpool.14

Administration15Sample Configuration for Call Routing ServerThis sample demonstrates how you can use Call Routing Server with the Script Plug-in to routeincoming calls to the appropriate agent based on caller-entered digits.Upon receiving an event from the Telephony Server, the Call Routing Server searches each section ofits configuration, attempting to match the received information with the Event Name, Filter Nameand Filter Value values. If the server doesn't make a match with one section, it moves to the next.The Call Routing Server would stop at the following section (named Check Caller CLI) if it receives aRouteRequest event from VDN 9888*.Once the match is made, the server passes the event to the Script Plug-in, which runs the scriptidentified in the Script File Name parameter (CheckCaller.vbs). The plug-in looks for the script in thesame folder that contains the Call Routing Server executable (C:\Program Files\Avaya\Contact CenterExpress\Server\Call Routing Server\ACR Server).If the script (see below) matches the caller-entered digits received with the RouteRequest event(UserEnteredCode parameter) with the digits 1234, the plug-in will return a RouteSelect event to theCall Routing Server, instructing it to route the call to extension 8574. If the script does not match thecaller-entered digits with 1234, the plug-in will instruct the server to route the call to extension 8553.The plug-in sends a RouteSelect event and returns the extension's value to the Call Routing Server asthe RouteSelected parameter. It will also return the received RouteRegisterReqID andRoutingCrossRefID parameters to identify the route request.

Administration16If an error occurs that prevents the execution of the script, the RouteSelect event requests the call berouted to extension 8887.On receiving the RouteSelect event, the Call Routing Server, will pass it to the Telephony Server,which will, in turn, pass it to the Avaya switch for routing to the agent.* VDN 9888 must be registered as a routing VDN before Call Routing Server can receiveRouteRequest events from it (see the Call Routing Server parameter Routing VDN List).Note: It is essential that event parameters are typed accurately, with uppercase letters in the right placeand without spaces between words. To confirm a parameter, refer to the Appendix at the end of thisdocument.Enable Client TrueClient Library Name ASGScriptHost.dllDisplay Name Link to SQL DatabaseDisplay Icon someicon.icoEvent Type NativeFirst SectionConfiguration Section Name Check Caller CLIScript Language VBScriptScript File Name CheckCaller.vbsScript Start Function mainE

Script Plug-in is a simple plug-in mechanism that takes advantage of scripting engines developed by Microsoft and others, to allow simple scripts written in VB Script or Java Script to be executed

Related Documents:

script. Fig. 1 shows examples of the same TCC characters in all five major styles. Figure 1. Standard script, clerical script, seal script, cursive script, and semi-cursive script (From left to right) The standard script is used in daily life. The clerical script is similar to stan

Automation Engine 2. The Script Runner Tool The Automation Engine does not actually run your custom script: the task communicates with an Automation Engine Script Runner. Attention: As mentioned in Scripting Concept, the 'Run Script' task can run the script on the AE server itself (a Windows Script or batch file) or it could use a standalone Script

Single Set Screw Termination U R Double Set Screw Termination U R Male Plug Female Plug Male Plug Female Plug 18D21-U* 18D29-U* 18D22-U* 18D31-U* Cable Size: 2/0 - 4/0 Max Ampacity: 400A Single Set Screw Termination U R Double Set Screw Termination U R Male Plug Female Plug Male Plug Female Plug 18D23-U* 18D32-U* 18D24-U* 18D33-U*

Quest NetVault Compatibility Guide Change log 6 September 2019 Plug-in for Exchange 12.3 Plug-in for Oracle 12.3 Support for Data ONTAP Release 9.6RC1 (C-mode) with NetVault 12.3, Plug-in for NDMP 12.2, and Plug- in for SnapMirror-to-Tape 12.2 Support for RHEL 8 with Plug-in for NDMP 12.2 and Plug-in for SnapMirror-to-Tape 12.2 Support for Enterprise Postgres 11 with Plug .

The Kannada language is written using the Kannada script, which evolved from the 5th-century Kadamba script. The oldest form of Kannada script begins in 3rd century B.C. The first popular and well-known Kannada script was called Kadamba script used by the Kadamba dynasty during 5th century A.D. Buhler, the famous epigraphist says that the

Amadeus (4) Shaffer, Peter Script Amen Corner, The Baldwin, James Script America Play, The Parks, Suzan-Lori Script America Play, The Parks, Suzan-Lori Bound Script American Buffalo Mamet, David Anthology Nine Plays of the Modern Theatre 400 American Buffalo (2) Mamet, David Script

Transactional Analysis (TA) and Script Theory Ego States Life Positions Script Content Script Process Script Winning Non-Winning Losing After Always Almost Open Until Ended Never . The Script and Life

BEC HIGHER PART TWO Questions 2 – 4 4 Write an answer to one of the questions 2 – 4 in this part. Write 200 – 250 w ords on pages 5 and 6. Write the question number in the box at the top of page 5. Question 2 Your manager is keen to introduce new practices into your company. He has asked you to write a report which includes .