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Baseline Reskiller

  • Use a supervisor account (admin account cannot retrieve agent teams in UCCE).
  • Supervisor accounts use the UCCE username / password and not the AD.
  • note - an Admin user CAN get the users from a specific Team, by using the Get Agent API and filtering by team - example below
    • https://ucce-hds-a.example.com/unifiedconfig/config/agent?time=1686302163133&startIndex=0&q=%20teams%3A(PurplePiTeam)&ignoreSearchErrors=true&summary=true&resultsPerPage=64&sort=person.userName%20asc
  • Get the Agent - to retrieve the changeStampID
  • Update the Agent with it skills using the same changeStampID
  • Repeat

Agent Team Retrieval

An example of retrieving the agent and supervisors for Team ID 5009:

HTTP GET URL

https://ucce-hds-a.example.com/unifiedconfig/config/agentteam/5009

HTTP RESPONSE

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<agentTeam>
    <refURL>/unifiedconfig/config/agentteam/5009</refURL>
    <changeStamp>121</changeStamp>
    <agentCount>2</agentCount>
    <description>System Test Agent Team</description>
    <name>Team Bananas</name>
    <peripheral>
        <id>5000</id>
        <name>CCM_PG</name>
    </peripheral>
    <peripheralId>5000</peripheralId>
    <supervisorCount>1</supervisorCount>
    <agents>
        <agent>
            <refURL>/unifiedconfig/config/agent/5104</refURL>
            <agentId>555123</agentId>
            <firstName>Gerry</firstName>
            <lastName>O'Rourke</lastName>
            <userName>555123</userName>
        </agent>
        <agent>
            <refURL>/unifiedconfig/config/agent/5667</refURL>
            <agentId>6160001</agentId>
            <firstName>purplepi</firstName>
            <lastName>support1</lastName>
            <userName>ppsupport1</userName>
        </agent>
    </agents>
    <supervisors>
        <supervisor>
            <refURL>/unifiedconfig/config/agent/5104</refURL>
            <agentId>555123</agentId>
            <firstName>Gerry</firstName>
            <lastName>O'Rourke</lastName>
            <userName>555123</userName>
        </supervisor>
    </supervisors>
</agentTeam>

Example of Retrieving the ChangeStampID for a specific agent - needed before the update

HTTP GET URL

https://ucce-hds-a.example.com/unifiedconfig/config/agent/5667

HTTP Response

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<agent>
    <refURL>/unifiedconfig/config/agent/5667</refURL>
    <changeStamp>94</changeStamp>
    <agentId>6160001</agentId>
    <agentServicesEnabled/>
    <agentStateTrace>true</agentStateTrace>
    <agentTeam>
        <refURL>/unifiedconfig/config/agentteam/5009</refURL>
        <name>eirTeam</name>
    </agentTeam>
    <canRemove>true</canRemove>
    <peripheral>
        <id>5000</id>
        <name>CCM_PG</name>
    </peripheral>
    <person>
        <ecePerson>false</ecePerson>
        <firstName>purplepi</firstName>
        <lastName>support1</lastName>
        <loginEnabled>true</loginEnabled>
        <ssoEnabled>false</ssoEnabled>
        <userName>ppsupport1</userName>
    </person>
    <supervisor>false</supervisor>
    <agentDeskSettings>
        <refURL>/unifiedconfig/config/agentdesksetting/5008</refURL>
        <name>purple.DS</name>
    </agentDeskSettings>
    <skillGroups>
        <skillGroup>
            <refURL>/unifiedconfig/config/skillgroup/5666</refURL>
            <name>purpleSK01.SG</name>
        </skillGroup>
        <skillGroup>
            <refURL>/unifiedconfig/config/skillgroup/5928</refURL>
            <name>Chat_Sales.SG</name>
        </skillGroup>
    </skillGroups>
</agent>

Example of updating an Agent and assigning it two specific skill group

HTTP PUT Example URL

https://ucce-hds-a.example.com/unifiedconfig/config/agent/5667

Example Body

<agent>
	<skillGroups>
		<skillGroup>
			<refURL>/unifiedconfig/config/skillgroup/5787</refURL>
		</skillGroup>
		<skillGroup>
			<refURL>/unifiedconfig/config/skillgroup/5928</refURL>
		</skillGroup>
	</skillGroups>
	<changeStamp>94</changeStamp>
</agent>

After the update

After the update, if you repeat the HTTP Get of the Agent URL - you will see that the skillgroups assigned have been updated / replaced. And that the ChangeStampID has been updated (usually moves forward 2). 

<?xml version="1.0" encoding="UTF-8" standalone="yes"?>
<agent>
    <refURL>/unifiedconfig/config/agent/5667</refURL>
    <changeStamp>96</changeStamp>
    <agentId>6160001</agentId>
    <agentServicesEnabled/>
    <agentStateTrace>true</agentStateTrace>
    <agentTeam>
        <refURL>/unifiedconfig/config/agentteam/5009</refURL>
        <name>eirTeam</name>
    </agentTeam>
    <canRemove>true</canRemove>
    <peripheral>
        <id>5000</id>
        <name>CCM_PG</name>
    </peripheral>
    <person>
        <ecePerson>false</ecePerson>
        <firstName>purplepi</firstName>
        <lastName>support1</lastName>
        <loginEnabled>true</loginEnabled>
        <ssoEnabled>false</ssoEnabled>
        <userName>ppsupport1</userName>
    </person>
    <supervisor>false</supervisor>
    <agentDeskSettings>
        <refURL>/unifiedconfig/config/agentdesksetting/5008</refURL>
        <name>purple.DS</name>
    </agentDeskSettings>
    <skillGroups>
        <skillGroup>
            <refURL>/unifiedconfig/config/skillgroup/5787</refURL>
            <name>purpleSK02.SG</name>
        </skillGroup>
        <skillGroup>
            <refURL>/unifiedconfig/config/skillgroup/5928</refURL>
            <name>Chat_Sales.SG</name>
        </skillGroup>
    </skillGroups>
</agent>

Database

  • Add UCCE AW SQL Server as a linked server
  • When adding - on the security tab, set “Be made using this security context” and enter the sql read only username / password you have already setup on the AW database (with read access only to the ucce_awdb).
  • Create a view of the Agent Team and the Skillgroups tables - as per below
CREATE VIEW [dbo].[Agent_Team] AS
SELECT t.AgentTeamID AS AgentTeamID,
t.EnterpriseName AS EnterpriseName,
t.PeripheralID AS PeripheralID,
t.DialedNumberID AS DialedNumberID,
t.Description AS Description,
t.PriSupervisorSkillTargetID AS PriSupervisorSkillTargetID,
t.ChangeStamp AS ChangeStamp,
t.DepartmentID AS DepartmentID,
t.DateTimeStamp AS DateTimeStamp
FROM [ucce-hds-a.example.com].[ucce_awdb].[dbo].[t_Agent_Team] t
CREATE VIEW [dbo].[Skill_Group] AS
SELECT t.SkillTargetID AS SkillTargetID,
t.PrecisionQueueID AS PrecisionQueueID,
t.ScheduleID AS ScheduleID,
t.PeripheralID AS PeripheralID,
t.EnterpriseName AS EnterpriseName,
t.PeripheralNumber AS PeripheralNumber,
t.PeripheralName AS PeripheralName,
t.AvailableHoldoffDelay AS AvailableHoldoffDelay,
t.Priority AS Priority,
t.BaseSkillTargetID AS BaseSkillTargetID,
t.Extension AS Extension,
t.SubGroupMaskType AS SubGroupMaskType,
t.SubSkillGroupMask AS SubSkillGroupMask,
t.ConfigParam AS ConfigParam,
t.Description AS Description,
t.Deleted AS Deleted,
t.MRDomainID AS MRDomainID,
t.IPTA AS IPTA,
t.DefaultEntry AS DefaultEntry,
t.UserDeletable AS UserDeletable,
t.ServiceLevelThreshold AS ServiceLevelThreshold,
t.ServiceLevelType AS ServiceLevelType,
t.BucketIntervalID AS BucketIntervalID,
t.ChangeStamp AS ChangeStamp,
t.DepartmentID AS DepartmentID,
t.DateTimeStamp AS DateTimeStamp
FROM [ucce-hds-a.example.com].[ucce_awdb].[dbo].[t_Skill_Group] t
CREATE VIEW [dbo].[Agent] AS
SELECT t.SkillTargetID AS SkillTargetID,
t.PersonID AS PersonID,
t.AgentDeskSettingsID AS AgentDeskSettingsID,
t.ScheduleID AS ScheduleID,
t.PeripheralID AS PeripheralID,
t.EnterpriseName AS EnterpriseName,
t.PeripheralNumber AS PeripheralNumber,
t.ConfigParam AS ConfigParam,
t.Description AS Description,
t.Deleted AS Deleted,
t.PeripheralName AS PeripheralName,
t.TemporaryAgent AS TemporaryAgent,
t.AgentStateTrace AS AgentStateTrace,
t.SupervisorAgent AS SupervisorAgent,
t.ChangeStamp AS ChangeStamp,
t.UserDeletable AS UserDeletable,
t.DefaultSkillGroup AS DefaultSkillGroup,
t.DepartmentID AS DepartmentID,
t.DateTimeStamp AS DateTimeStamp
FROM [ucce-hds-a.example.com].[ucce_awdb].[dbo].[t_Agent] t
CREATE VIEW [dbo].[Agent_Team_Member] AS
SELECT t.AgentTeamID AS AgentTeamID,
t.SkillTargetID AS SkillTargetID
FROM FROM [ucce-hds-a.example.com].[ucce_awdb].[dbo].[t_Agent_Team_Member] t
  • vendors/cisco/uc/ucce/baselinereskiller.1686585955.txt.gz
  • Last modified: 2023/06/12 17:05
  • by gerardorourke