rt_socket feed for agent data

[bcason]

Hello. I'm attempting to access real-time agent data using a custom CMS report that hits the cagent tables. When I run the report manually from the real-time report interface in CMS it gets data just fine. When I assign that report to an rt_socket feed it returns no records (CMS writes "F3 END OF RECORDS" to my listener on each update). I have also created a custom report that hits the csplit tables, and when I assign that report to the rt_socket feed it retrieves data just fine.

I am wondering if rt_sockets are for some reason unable to access real time agent data. When I referred to the interface description on the avaya website, I sense a bit of ambiguity, and I cannot find any more detailed docs anywhere:

https://www.devconnectprogram.com/site/global/products_resources/avaya_iq/interfaces/index.gsp

Based on the description, it seems that an RTA feed would be more specifically designed for agent data, and that perhaps a "Generic-RTA" feed might be my best option, however our customer is not licensed for the Generic-RTA feed (but is licensed for rt_socket), so using rt_socket would be ideal.

Thanks!
Brad

 

[montyzummer]

Have a look at this may point you in the direction of PS but does explain i think your issue

https://support.avaya.com/ext/index?page=content&id=SOLN137996&group=UG_ENTITLED_CUSTOMER

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[bcason]

Hi, Monty. Thanks for the quick response! That link you sent seems to be dead for me. Any chance you can attach the doc to the case or copy/paste the gist?

Cheers,
Brad

 

[montyzummer]

Here is the artical




CMS: Users are unable to change Skills configuration through the RT_SOCKET Menu Interface
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Doc ID: SOLN137996
Version: 2.0
Status: Published
Published date: 23 Dec 2009
Updated: 06 May 2012
Author:
Andre Giansanti

Details




Problem Clarification
User is unable to change the Skills configuration through the RT_SOCKET Menu Interface.
Cause

Improper file permissions on real time inut files for this add on package.
Solution



Note: rt_socket is an Avaya Professional Services add on package to CMS and is not supported by the CMS Back Bone Engineering team. Issue on add on packages should be referred to Avaya Professional Services.

1. Verify privileges on the rtainpX files (as follows):

ls -l /export/home/pserv/rt_socket/.rtainp*

-rwxr-xr-x 1 root other 264 Jun 16 01:23 .rtainp1
-rwxr-xr-x 1 root other 230 Mar 5 09:42 .rtainp10
-rwxr-xr-x 1 root other 230 Mar 5 09:42 .rtainp11
-rwxr-xr-x 1 root other 230 Mar 5 09:43 .rtainp12
-rwxr-xr-x 1 root other 233 Mar 5 09:43 .rtainp13
-rwxr-xr-x 1 root other 233 Mar 5 09:43 .rtainp14
-rwxr-xr-x 1 root other 233 Mar 5 09:43 .rtainp15
-rwxr-xr-x 1 root other 233 Mar 5 09:44 .rtainp16
-rwxrwxr-x 1 cms cms 252 May 6 14:32 .rtainp2

2. Apply a change in the permissions on these file using the following command:

chmod 777 .rtainp*

The privileges are now displayed as follows:

-rwxrwxrwx 1 root other 264 Jun 16 01:23 .rtainp1
-rwxrwxrwx 1 root other 230 Mar 5 09:42 .rtainp10
-rwxrwxrwx 1 root other 230 Mar 5 09:42 .rtainp11
-rwxrwxrwx 1 root other 230 Mar 5 09:43 .rtainp12
-rwxrwxrwx 1 root other 233 Mar 5 09:43 .rtainp13
-rwxrwxrwx 1 root other 233 Mar 5 09:43 .rtainp14
-rwxrwxrwx 1 root other 233 Mar 5 09:43 .rtainp15
-rwxrwxrwx 1 root other 233 Mar 5 09:44 .rtainp16
-rwxrwxrwx 1 cms cms 252 May 6 14:32 .rtainp2

3. Access menu rta to verify if changes could be performed through the menu interface.

4. Change applied successfully in session 4. Session Stop/Started.

5. After testing with user CMS through the menu rta interface we verified the skills are now changed successfully.
Legacy ID
KB01078181

APSS (SME)
ACSS (SME)
ACIS (UC)

 

[rohanmaradia]

Which report are you trying to run with RT socket ? Is this tvi1, symon report or a custom report you built ? RT socket can support real time data from c tables for split as well as agent report data.

Also, when you make the change in configuration file for RT socket (rta.conf file present under /export/home/pserv/rt_socket/rta.conf), try running the normalize script after making any changes.

Also, check the input parameters like ACD number, split range, refresh rates while comparing report output between CMS application v/s running it from RT socket interface.


Rohan Maradia

 

[gman162]

When adding additional sessions to the rta.conf file the sessions do not appear under show_config or check_status even though they are licensed. Will running the normalize script allow the new session to show up and be started? Is the script service impacting to existing sessions?