The Avaya Work Assignment Snap-in to Avaya Breeze® platform is an extensible, highly scalable, highly available and resilient next generation work distribution system that manages the assignment of work items to resources across the enterprise. The snap-in uses a single universal resource pool model and both attribute and analytics driven routing.

The following table describes the log name and location of the logs related to Work Assignment:

Debugging Work Assignment issues

Perform the following steps to debug problems related to Work Assignment:

1. In your web browser, enter the following URL:

   http://<Oceana Cluster 1 IP address>/services/WAIMRestService/wa/imrest/v2/matches/check

2. Ensure that the following text appears in your browser:

   Work Assignment Service has started
   IMPU is alive
   State of WAE Service: ACTIVE.UCAM and UCA spaces are active

3. Run a metrics request from POSTMAN. For example:

   Note:

   POSTMAN is a plugin for Google Chrome and is a 3rd party tool. You must download the tool into your local machine before using it.

   Note:

   POSTMAN chrome is deprecated from the link : https://chrome.google.com/webstore/detail/postman/fhbjgbiflinjbdggehcddcbncdddomop?hl=en. You can download the Postman Native apps for MacOS, Windows, and Linux at http://www.getpostman.com/downloads

   
   
   
   
   

4. The response from Work Assignment is successful if it includes the following data and can be used to check if there are agents available with these attributes:

   
   
   
   
   

5. Perform a WA query for available agents for a particular work ID:

   
   
   
   
   

   The response shows all of the resources for this work ID.

Checking that the UCM REST Service is enabled

To check if the UCM REST Service is enabled perform the following steps:

1. In your web browser, enter the following URL:

   http://<Oceana Cluster 1 IP address>/services/OpenUCM/ucm/rp/check

2. Ensure that the following text appears in your browser:

   UCM RP REST Service is up

Checking WA is receiving Agent status changes

To check if WA is receiving Agent status changes perform the following steps:

1. Retrieve the most recent wa-wae-pu-*.log file from the following location:

   /var/log/Avaya/dcm/pu/WAManagerService/

2. Log in as an Agent and go RDY.

Ensure that messages in the wa-wae-pu-*.log are similar to the following:

yyyy-mm-dd hh:mm:ss,855 [wa-engine-thread    ] INFO   WaeEventMapper                 - [.2.0.0.480_1][M:processInboundEvent(ResourceStateEvent)][T:]. Resource state change for ResourceStateEvent
[triggeringWorkId=00002000521474393284,state=NOT_READY,nativeResourceId=6006800,sourceId=e_CM_1,channel=Voice,accountId=6006800,workLimit=1,activeWorkCount=0] successfully processed

yyyy-mm-dd hh:mm:ss,576 [tion-pool-1-thread-1] INFO   ResourceListener               - [.2.0.0.480_1][M:eventHappened][T:agent5]. Event: state=READY, agent5 resource = {}

yyyy-mm-dd hh:mm:ss,577 [wa-engine-thread    ] WARN   EventProcessor                 - [.2.0.0.480_1][M:updateResourceAgent][T:]. resourceId 4 Unable to find resource for account Account[id=agent5_OCP ChatRoutableAddressOCP ChatWITH_RP,nativeAccId=agent5_OCP ChatRoutableAddress,sourceName=OCP Chat,accountName=<null>,deploymentType=WITH_RP,raapId=agent5_OCP ChatRoutableAddress_OCP Chat]

yyyy-mm-dd hh:mm:ss,577 [wa-engine-thread    ] INFO   WaeEventMapper                 - [.2.0.0.480_1][M:processInboundEvent(ResourceStateEvent)][T:]. Resource state change for ResourceStateEvent
[triggeringWorkId=<null>,state=READY,nativeResourceId=6006800,sourceId=e_CM_1,channel=Voice,accountId=6006800,workLimit=1,activeWorkCount=0] successfully processed 2016-09-20 12:45:50,906 [tion-pool-1-thread-5] INFO   ResourceListener               - [.2.0.0.480_1][M:eventHappened][T:agent5]. Event: state=READY, agent5 resource = {}