ORS Executing Routing Application

Question 1

Interaction Flow for ORS

Answer 1

When a new call arrives at route point the T-Server sends a EventRouteRequest to the URS and ORS. The ORS will fetch the application from the Web Application Server via HTTP/HTTPS request and execute the SCXML Application after fetched successfully. The action state of the application is the target block. ORS will invoke the URS to select the routing target and request the T-Server to route to agent. Once the agent has gotten the call the final routing application has been reached so the ORS will execute the final state

Question 2

Voice Interaction Queued in Logs

Answer 2

Call queued(EventQueued) to an Orchestration controlled RP. The FMIS checks for session in the internal cache IDX and begins to create one if none is found. Similar to UUID for voice call.

Question 3

Session Creation in Logs

Answer 3

The node that owns the session starts the session creation so will fetch the the SCXML document using a get request after sending a ACK to MSN. The FM(Fetching Module) handles the SCXML web server processing. Once the document has been retrieved and validated the result are cache. If there is a failure getting the document than the orchestration processing will not occur.

Question 4

SCXML Application Exception in ORS Log

Answer 4

Once SCXML document are cached the Metric

Question 5

Processing Events in ORS Logs

Answer 5

For each Queued OrsEvent (Queuing Task) the Orchestration checks who owns the session and if the node does it continues processing it but if not then it will stop. Occasionally other scxml processes the event so the routing state discard the event.

Question 6

Routing Done in ORS Logs

Answer 6

EventRouteUsed indicated the call has been routed to an agent and will be indicated in the ORS log as event queue_submit done. ORS will exit the route state.

Question 7

End of Session in ORS Log

Answer 7

Orchestration will tell the Master Super node(MSN) that the session has ended. Same node if only one node. The session will be removed.

Question 8

Events on Agent DN in ORS Log

Answer 8

Orchestration will check if the agent has an application associated with the DN. “DN[702] does not have an application specified”