Stat Server Actions

Question 1

Stat Server Actions

Answer 1

Actions(T-Event and ) occur at the DN level. The DN can have as many actions occur simultaneously. They are building blocks used to model activity occurring in the environment. Statistical value are base of these actions duration and occurrences. SS propagates action to the higher level objects.

Question 2

Types of Actions

Answer 2

Durable, Retrospective and Momentary actions

Question 3

non-interaction related actions

Answer 3

They do not have ConnID and mutually exclusive to the DN. Related to objects in the configuration but never include a ConnID attribute. Filter and custom formula cannot be used for this type of interaction.

Question 4

Durable Actions

Answer 4

The Action has duration and ends when something else happens. An example would be a event ringing until it is answered.

Question 5

Momentary Action

Answer 5

Has no duration and indicate that a durable action(call related) has started so they are corresponding with each other. One momentary action corresponding to a momentary action.

Question 6

Retrospective Actions

Answer 6

Indicates an end to a durable actions such as CallRetrievedfromHold mark end of CallOnHold. There can be one or more based on the outcome of a durable actions.

Question 7

NotMonitored Actions

Answer 7

Begins with EventServerDisconnected, EventLinkDisconnected, and EventDNOutOfService. It ends Monitor actions. Caused by CTI link disconnection with the T-Server or DN out of service.

Question 8

Status Defined

Answer 8

Special type of durable action that define the object status. The status of an object is determined by the ongoing durable action with the highest rank on the status priority table. There can only be one status for an object.

Question 9

Place Status

Answer 9

The status of the place is linked to the DN associated with it. Agent is based of the Place the agent is currently logged into. Hench the Status of Agent and Place is determine the underlying object.

Question 10

What Determine Agent and Place Group Status

Answer 10

Determine by the Places and Agents part of the Group

Question 11

What are Regular DN

Answer 11

Data, music, mixed extension, ACD position, Voice Treatment port, voice mail, cellular, CP, and fax

Question 12

CallOnHold Status

Answer 12

The action mask other actions such as CallInbound, CallInternal, or CallUnknown statuses. Stat Server allows the CallOnHold Status to prevail against other occurring DN actions so CallOnHold will propagate to the highest leve(Agent). Another call that arrives for a second DN associated with the same place that CallInbound status will propagate to the highest level as well.

Question 13

Special Action Types

Answer 13

The means of obtaining actions not normally associated with the DN. Restrospective call related actions Reflecting Regular DNs are a mean of obtaining Action Type normally associated with regular DN.

Question 14

What are Mediation DN

Answer 14

Queues and Route Points

Question 15

What actions result from Event Registered

Answer 15

Monitored and WaitForNextCall

Question 16

Instantaneous Actions

Answer 16

Actions that indicate something has began or ended and the two types are momentary and retrospective action.

Question 17

What are all the Mediation DNs Actions

Answer 17

NotMonitored, Monitored, AgentActive, AgentLogin, AgentReady, DNActive, DNLogin, DNReady

Question 18

What are all the Regular DNs Actions

Answer 18

NotMonitored, Monitored, LoggedIn, LoggedOut, WaitForNextCall, NotReadyForNextCall, AfterCallWork, OffHook, OnHook. Mutually exclusive to DN. Some actions for same call can also be mutually exclusive such as CallDialing and CallRinging.

Question 19

Determining Place and Agent Status when several DN are associated with the same place status?

Answer 19

1) Agent log into extension or position with status higher priority than NotReadyForNextCall. The SS will use status of DN of Position/Extension type in calculating place status.
2) If below NotReadyForNextCall than SS uses status of DN of Position/Extension and other types of DN that Agent are logged in to find the status.
3) If agent are logged into other DN type than SS calculates the status of DNs which agents are logged in to find the status.
4) If no agents logged into DN associated with the place than SS uses status of all DNs to calculate place.
5) If Place disabled than the status is NotMonitored

Question 20

Monitored Action

Answer 20

Starts with EventRegistered when the Stat Server connects with the T-Server. Not Monitored has to be terminated. The actions ends when NotMonitored action starts.

Question 21

LoggedIn

Answer 21

Action starts when Start Server detect agent login on DN. Ends when agent logout or NonMonitored.

Question 22

LoggedOut

Answer 22

Actions starts with EventAgentLogout and ends either with EventAgentLogin or NotMonitored action starts.

Question 23

Call Consult

Answer 23

The only durable action for call consult that has a momentary action which is CallConsultStarted. Do not form a cluster of logically related action including AfterCallWork.

Question 24

Group Status Actions

Answer 24

Monitored, NotMonitored, WaitForNextCall, NotReadyForNextCall

Question 25

Statistics Actions are based on three things

Answer 25

Data about the occurrence of an action, data attached to event starting or during an action. Action duration when applicable.

Question 26

Action Mutually Exclusivity at a single DN

Answer 26

LoggedIn, LoggedOut, NotMonitored, Monitored, LoggedIn, LoggedOut, WaitForNextCall, NotReadyForNextCall, AfterCallWork, OffHook, OnHook

Some actions for same calls is the same such as CallDialing/CallRinging/Call[CallType]

Question 27

NotMonitored

Answer 27

Begins when Stat Server recieves EventServerDisconnected/LinkDisconnected/DNOutOfService or link between the T-Server and Stat Server is down. Terminates all other DN Actions. Occurs if Stat Server receives EventOutOfService for a DN and persist until the EventBackIn is received.

Question 28

Interaction Related Action

Answer 28

Events related to a call and Stat Sever remembers the ConnID of that specific call so it provides a criterion for distinguishing between such actions . Thus more than one call related action of the same kind can occur at the same time on the same DN.

Question 29

Interaction Related Action for Mediation

Answer 29

(Durable)Call Wait -> (Intial)Call Enterted -> (Restrosepctive)CallDistributed/Abandoned/CallCleared/StuckCallCleared

(Intial)CallTreatmentStarted/NotStarted -> (Restrosepctive)CallTreatmentCompleted