Avaya CMS Supervisor Script Length

[Chris Rand]

Hello All,

Working on a project for a large number (~1500 agents) of call center agents to be changed from a varied skill set adjusted based on daily needs to a fixed base skill profile which varies based on the agent type. We obviously can't do manual changes for all 1500 (that would take a significant manual effort)every weekday to reset them nor do we want to do ~100+ group changes so we're working on a script.

I seem to remember in older versions of CMS Supervisor that there was a ~50 agent limit for not only manual changes but also scripts. I can't seem to find that in the documentation I've looked at so far. Is there still a limitation to the size of the scripts in terms of number of users and number of skill changes to make?

Thanks in advance,
Chris Rand

 

[Stinney]

If this isn't something that someone who only has access to CMS is going to do and you as an administrator of the Avaya environment are making the changes, then I would recommend using a template using ASA to change the agents and not CMS.

We would change hundreds (almost 400 agents) using a template in ASA to make the change. I'm sure you could change even more than that using ASA templates.

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[Chris Rand]

Unfortunately it needs to be thru CMS Supervisor as most of the staff using this process doesn't have access (or the knowledge) to use the ASA. It's a great alternative idea but for this particular situation, I don't think we can "sell" the idea of giving the team the access to the ASA. They are in a very locked down security environment.

Wonder if there is a way to do "proxy" access to ASA thru a middleware app or something like that where the middleware (script or something) validates the request & is the authorized user of ASA so they don't have direct ASA access...

Thanks for your help on this and providing your thoughts on a possible alternative.

Chris

 

[Stinney]

Where I thought it was a project, it might not be something the everyday users would be doing.

I was looking at this thread

https://www.tek-tips.com/viewthread.cfm?qid=1181090

I'm wondering if using the script you can actually add more than the limitation. In my opinion, you should be able to as it's probably a limitation of the GUI and not the actual script that is running behind the scenes, it's "just" a database update after all. I haven't looked into it but it's probably something you could also change using the ODBC drivers and a sql query.

However, in the script on that thread this line is what's changing/setting the agents and skills:

AgMngObj.OleAgentSetSkill 1, "6755;5777;5609",1, 0,0, 0, 5,SetArr, ""

If you skill an agent with what you want to change the other to and then save the script and see what it puts out, then you potentially could just add all the agents to that line and delimit the agent IDs with a semicolon.

I'd start small and work my way up....

- Stinney

“The man who asks a question is a fool for a minute, the man who does not ask is a fool for life.” - Confucius

 

[Chris Rand]

Thanks again for your help on this. We'll try the ODBC route as well and see where it goes. I'm also definitely a fan of "start small" as I know things get crazy if you try to jump to a large number of changes immediately. My personal experience with CMS Supervisor & the Avaya world has shown that it seems to prefer small changes rather than big (or a large number).

I'll try to update once we get things to a point where we are satisfied with the results so we can hopefully help others.

Thanks!
Chris