Supporting the Agent Router process 

Overview

This section describes how to monitor and maintain the Agent Router process and also references commands and log files.

Access to Agent Router

Monitoring and maintaining the Agent Router process can be conducted in the following ways:

Agent Router Control Window

The Agent Router Control Window is a control panel that displays the Agent Router log file, controls the logging level of this file, and allows an administrator to enter commands to obtain status information.

The following is an example if the Agent Router Control Window:


The administrator can access the Agent Router Control Window in several ways:

Text-based controls

The text-based controls provide Windows- and Solaris-based administrators with the same functionality as the Agent Router Control Window through a text-based interface. See Text-based controls or Solaris remote controls for more information.

Log files on the Agent Router process

The log file available for the Agent Router process is the arlog.txt which is maintained in the C:\Program Files\Avaya\icm directory (default). Once this log file reaches 2MB, it is copied to the arlog.bak file and logging continues in the arlog.txt file.

The log file contains all events that occur for agent login, customer access, and agent/customer interactions. The log file also contains the results of any status commands executed.

Information contained in the log file is useful for experienced support personnel to obtain status information and call events from the server. You can control information logging levels from the drop-down menu on the Agent Router Control Window.

Commands on the Agent Router Control Window

The following commands are intended for use by experienced support personnel to help monitor and troubleshoot the Agent Router:

Command Description
display acds Displays the list of ACDs that are being monitored for agent state changes (Monitored ACD Extensions) and a list of ACDs being monitored for call state changes (Called ACD Extensions).
display administration Displays the administration parameters the Agent Router uses for establishing a connection to the Telephony Server and displays the version of the JTAPI client.
display calls Displays the calls currently being tracked by the Agent Router. Calls in Agent Router are stored by both the JTAPI CALL object (ICM Calls In Call Hash Table) and by the ICM call ID (ICM Calls In ICMCallID Hash Table).
display connections Displays the status of the ports on which the Agent Router listens for connections. Agent Router listens on a port for the ICM process and listens on another maintenance port which is used to control Agent Router when it is run as an NT service.
display phantomExts Displays the list of phantom extensions the CTI process uses to launch calls. The "Message Type Phantom Extensions" are for message calls and the "Chatter Type Phantom Extensions" are used for ICC chat calls.
update monitorAcds Causes Agent Router to reload the list of �Monitored ACD Extensions" from the ctiparms.txt file.
update tserverAdmin Causes Agent Router to resynchronize the set of valid devices with the CentreVu CT server. This must be done if the CentreVu CT server administration is changed after updating the Agent Router administration for phantom extensions or monitored ACD devices. This command drops active calls.
version Displays the version information for Agent Router.
commands Displays the list of valid commands.
quit Causes Agent Router to stop.
stop Causes Agent Router to stop.
Reset Causes Agent Router to reset.
SendICM[message] Sends the ICM process the indicated "message" string.

   


Copyright © 2001
Avaya Inc.
All rights reserved.
Modified: March 19, 2001