WorkAssignmentManagerService attributes

Last Updated : Nov 11, 2021 |
Prolog information
Metadata
Keywords:

Startup Configuration

Name
Description
Work Assignment Deployment Type
The deployment type that determines the memory size of processing units.
  • For an Avaya Oceana® deployment that supports up to 4500 active agents, select OCEANA_3XLARGE.
  • For an Avaya Oceana® deployment that supports up to 2000 active agents, select OCEANA_XLARGE.
  • For an Avaya Oceana® deployment that supports up to 1000, 500, or 250 active agents, select OCEANA_LARGE.
  • For an Avaya Oceana® deployment that supports up to 100 active agents, select OCEANA_SMALL.
Lookup Locators for Common Spaces
The cluster that hosts Unified Collaboration Model (UCM) and Unified Collaboration Administrator (UCA) services.
To set this attribute, select Avaya Oceana® Cluster 1.
Deploy the Metrics PU
The attribute that enables or disables the deployment of all the configured Work Assignment Grid components.
To enable the deployment of Work Assignment Grid components, select true.
If you set this attribute when WorkAssignmentManagerService is running, the changes of this attribute are automatically applied and the wa-metrics-agent-pu is deployed. You can verify the deployment of the wa-metrics-agent-pu through Oceana Monitor Service.
The Metrics PU takes the metrics from Work Assignment and forwards them to Avaya Analytics™ through UCMService/UCMDataCollector. For IVR and Callback Assist, the Metrics PU also checks the system for estimated wait time (EWT) and staffed agents.

Advanced Configuration

Name
Description
Longest time since last contact center interaction
The attribute that enables or disables Aux Gaming Prevention.
To enable Aux Gaming Prevention, select true.
Note:
You can modify this attribute at run-time even after creating the cluster.
Channel Overload Buffer Percentage
The percentage change required to trigger changing agents to the most overloaded channel.
For example, if Voice is 50% over Reserve Level Threshold (RLT) and Chat is 40% over RLT, Voice is considered as the most overloaded channel if this attribute is set to 10.
The default value of this attribute is 10.
Enable UCM Reporting Events
Enables or disables the Work Assignment interactions to be written into the UCM model.
To enable the Work Assignment interactions to be written into the UCM model, select true.

IMPU Configuration

Name
Description
IMPU WorkItem Queued state for Chat timeout in milliseconds
The timeout of the Chat WorkItem Queued state in milliseconds.
The value of this attribute must be a positive integer with a minimum value of 1 and a maximum value of 999999999.
The default value of this attribute is 10800000.
IMPU WorkItem Queued state for Email timeout (value)
The timeout of the Email WorkItem Queued state in time units that are selected in the attribute IMPU WorkItem Queued state for Email timeout time unit (milliseconds or days).
The value of this attribute must be a positive integer with a minimum value of 1 and a maximum value of 2073600000 (if in milliseconds) or 100 (if in days).
The default value of this attribute is 604800000.
You must set the value above the maximum number of days that you expect the emails to be in the queue. Include the holiday periods when email responses can be delayed.
IMPU WorkItem Queued state for Email timeout time unit
The time unit to set IMPU WorkItem Queued state for Email timeout.
Select the time unit from the list. Supported time units are milliseconds and days.
The default time unit is milliseconds.
IMPU WorkItem Queued state for Generic Channel timeout in milliseconds
The timeout of the Generic channel WorkItem Queued state in milliseconds.
The default value of this attribute is 604800000.
IMPU WorkItem Queued state for SMS timeout in milliseconds
The timeout of the SMS WorkItem Queued state in milliseconds.
The default value of this attribute is 43200000.
IMPU WorkItem Queued state for Social timeout in milliseconds
The timeout of the Social WorkItem Queued state in milliseconds.
The default value of this attribute is 604800000.
IMPU WorkItem Queued state for Messaging timeout in milliseconds
The timeout of the Messaging WorkItem Queued state in milliseconds.
The value of this attribute must be a positive integer with a minimum value of 1 and a maximum value of 999999999.
The default value of this attribute is 604800000.
IMPU WorkItem Queued state timeout in milliseconds
The timeout of the WorkItem Queued state for all other channels that do not have a specific timeout. This value is in milliseconds.
The default value of this attribute is 3600000.