RUBY and the LG ACD data for agent information

[Belinda Frick]

Overview:

For RUBY to display agent information we need the ACD data from the
PABX unit. If this ACD data is not available or is sent in an incorrect
format, RUBY cannot display the ACD data.

The rawdata file is created in 'C:\Program Files\Datatex\pabx3\Rawdata'. The file name
is in the format raw followd by the year and week of the year and file extension 'txt'.
raw200643.txt.
The ACD log file is created in 'C:\Program files\Datatex\PABX3'. The file name is in
the format ACD followed by the date and has the 'log' file extension, ACD20061102.log.

See below examples of ACD rawdata from the LG PABX.

Example of ACD rawdata from LG PABX and ACD packet formats:

LG ACD Rawdata String 1:

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015 : 0119440000



Means that a call with number 0119440000 has come in on trunk 015.
Only incoming calls show this information.

The ACD plugin sends Topaz a 'T packet', with the details and
AgentStatus = BUSY.

TOPAZ T packet: T:5414|0119440000|||Incoming|Busy (view in ACD log file).

LG ACD Rawdata String 2:

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015 : 0119440000 -> 5414



Means that a call with number 0119440000 has come in on trunk 015.
It’s ringing at extension 5414.

LG ACD Rawdata String 3:

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6681 5414  015 00:02:14 20/06/06 10:33 O0119440000            **     0           0             



Means that the call on extension 5414 and trunk 015 has disconnected.

The ACD plugin sends Topaz a 'T packet', with no details and AgentStatus = “IDLE”

TOPAZ T packet: T:5414|||||Idle

The SMDR plugin, PLgLdk300.dll, translates this call data to,
20-06-2006|10:33:00|5414|0119440000|0|0|00|02|14|015|O_NORMAL|0|0|||

It expects the call action on position 40 of the rawdata, it this case O for
outgoing. It can be for example 'T' for transfer or 'I' for incoming.

TOPAZ sends this call termination record to RUBY. The agent status will
then change from 'BUSY' to 'IDLE'.

LG ACD Rawdata String 4:

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~11=48210=7136=17708=10=108=40943=0=0=0



These are real-time queue information packets.Where group is 11,
calls in queue are 0, longest queue time is 0 and average queue
time is 0. The following ACD information packet is generated
by the ACD plugin:

ACD log entry: AC|4|29-06-2006|09:15:37|11|0|0|0|0|0|0|0|

In this example we do not have queue data. This data is given off
by the PABX. The PABX needs to be configured to send it.

LG ACD Rawdata String 5:

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[09:50]E5456:UCD-DND (*630)



This is an example of an agent logging out.

ACD log entry: LO|EXTENSION|5456||

LG ACD Rawdata String 6:

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[08:23]E5472 (*630)



This is an example of an agent logging in.

ACD log entry: LI|EXTENSION|5472||

For more detail regarding the ACD packets required by RUBY,
ALSO SEE: RUBY and TOPAZ: ACD pipe formats.