This document describes the relationship among the peripheral, service, skill group, and agent based on the output of the procmon utility. It focuses on the skill group to service mapping on the Avaya Definity G3 platform. A skill target is an agent, a group of agents, or an abstraction for anything that can handle a call at a peripheral. Agents can be classified into groups based on the skills they have. These skill groups can be classified based on what services they provide customers.
Note: If one or more of the items below are not configured correctly, the Service Member Table may be missing data. Possible symptoms may include:
Agent's stats for a service are incorrect
Longest Available Agent (LAA) is not working or the data is incorrect
Minimum Expected Delay (MED) data is incorrect
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Readers of this document should be knowledgeable of the following:
Cisco Intelligent Contact Management (ICM) troubleshooting
Avaya Definity G3 troubleshooting
The information in this document is based on the software and hardware versions below.
Cisco ICM versions 4.6.2 and later
The information presented in this document was created from devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If you are working in a live network, ensure that you understand the potential impact of any command before using it.
Run the procmon utility and use the pim_list_services (ls) command. The output is as follows:
>>>>ls SkillTargetID Periph# C SerMem Pri SerTH SLType PSLType Ext# 7273 111111 Y -1 -1 30 1 4 10168 201 Y 61 1 30 1 4 8852 9999 Y -1 -1 30 1 4 7467 240 Y 66 1 30 1 4 8645 241 Y 65 1 30 1 4 8874 242 Y 67 1 30 1 4
Then run the pim_list_skill_groups (lsg) command against skill group number 66 which is under column SerMem in the above output. The output is as follows:
>>>>lsg /skillgroup 66 Periph# Pri C SkillTargetID Ext# 66 0 Y 7399 3909
Service skill target ID is generated by Cisco ICM, when configuring service. For details, refer to the Service table. It is mapped to the skill group using Service_Member table. It is the first column in the pim_list_services output as shown in Figure 1.Figure 1: Service Skill Target ID
The service number is known as peripheral number at the peripheral in the Service table. Service for a particular call is taken from the OPC trace with cstaecr turned up in the opctest utility. Service equates to Vector Directory Number (VDN) or hunt group on Avaya Definity G3. The relationship is shown in Figure 2. Verify the relationship between 240 under column Periph# and 240 in the Open Peripheral Controller (OPC) trace. They represent the same service peripheral number.Figure 2: Service Peripheral Number in OPC Trace
Skill group skill target ID is generated by Cisco ICM, when configuring the skill group. For details, refer to the Skill_Group table. It is mapped to service using Service_Member table. It is the fourth column in the pim_list_skill_groups output as shown in Figure 3. The SkillTargetID 7399, represents the base skill group skill target id.Figure 3: Skill Group Skill Target ID
Locate the skill group skill target ID by service skill target ID in the pim_list_services output. The step-by step procedure follows:
Run the procmon pim_list_services command.
Select the service skill target ID under column SkillTargetID. The selected service skill target ID is 7467 in bold text.
Run the procmon pim_list_skill_groups command based on the corresponding skill group number under column SerMem in the same line with the selected service skill target ID. The selected skill group number is 66 in red bold text.
Verify the result, as shown in Figure 4. The bold text 7467 and 66 in the pim_list_services (ls) output represent the service skill target ID and the corresponding skill group number respectively, and the bold text 7399 in the pim_list_skill_groups (lsg) is the corresponding skill group skill target ID. Verify the associated extension is configured. In this case, it is 3909.Figure 4: Skill Group in pim_list_services and Skill Group Skill Target ID in pim_list_skill_groups
Referring to Figure 4, Service Skill Target ID - 7467 is related to Skill Group Skill Target ID - 7399 using Skill Group - 66. By querying the Service_Member table, the result proves the one-to-one map between skill group skill target ID (7399) and service skill target ID (7467), as shown in Figure 5.Figure 5: Microsoft SQL Service_Member Table Query
When configuring service or skill group, extension has to be configured for Avaya Definity G3. The extension number appears in the OPC log as "device", as shown in Figure 6.Figure 6: Extension in the OPC Trace
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