IWS broadcast message

Rajnish · January 6, 2016, 5:21pm

Hello All,

We planning to have a out of the box application to broadcast a message to group of agent. I tried going through WDE development guide to create custom commands. But fail to get an sample example of using broadcast message command or how to use broadcast message protocol. So if somebody can help me with small sample code to broadcast message to communication DN subscribed by multiple agents. WDE APIs just provide class and objects details but no samples as it was provided in .NET SDK API. Request your help…

Thanks In Advance!!

dalvarez · January 6, 2016, 8:49pm

Hi, i make this option, using C# and the Plattform SDK.

CommonProperties CP = CommonProperties.Create();
CP.ThisDN = BroadCastDN;
CP.UserData = info;

RequestDistributeUserEvent Event = RequestDistributeUserEvent.Create(BroadCastDN, CP);

Where info is an KeyValueCollection.

With this code, the feature runs correctly.
Regards.

Rajnish · January 7, 2016, 11:32am

Hello David,

Thanks a lot for your advice!!

Based on your sample my code goes as below:-

TServerProtocol tserverProtocol = new TServerProtocol(new Endpoint(“D_TServer_DLG_CM”, “frdwgeap01d.dev.invitrogen.net”, 3000));
tserverProtocol.Open();
MessageBox.Show(“Connection Established”);
CommonProperties CP = CommonProperties.Create();
CP.ThisDN = “Broadcast_DN”;
KeyValueCollection filterkey = new KeyValueCollection();
filterkey.Add(“UserData”,textBox1.Text);
CP.UserData = filterkey;

        RequestDistributeUserEvent Event = RequestDistributeUserEvent.Create("BroadCastDN", CP);
        MessageBox.Show("Message Sent");

Hope my above code is correct for bradcasting message to all agents who has subscribed DN:-Broadcast_DN. but its not working for me. anyway i am checking configuration on DN subscribe thing. Mean time request you to share if i am missing some steps.

Thanks in advance.

cavagnaro · January 7, 2016, 11:56am

Check sip server logs and documentation
The kvp keyname is fixed

Rajnish · January 7, 2016, 3:53pm

Hello All,

I can see “RequestDistributeUserEvent receved from IWS_dev_User.Name” in the logs, but in IWS i can see message “Search in standard responses library is not available:-Appropriate indexes are disabled in universal contact server”. instead of “Test Message”. Request you to please help.

Thanks in advance!!

Rajnish

cavagnaro · January 7, 2016, 4:16pm

So…enable indexes in UCS? How? Read docs

dalvarez · January 7, 2016, 9:10pm

Hi Rajnish@49
You have send the event to TServerProtocol.

IMessage response = tserverProtocol.Request(Event);

Also, to configure parameters to send the message is in the KeyValueCollection, for a specific agent, all or agent group, you must send the attach data what you configure in the Bussiness Attribute.

You can read this post to view the correctly configuration.

https://genesyspartner.force.com/customercare/community#!/feedtype=SINGLE_ARTICLE_SEARCH_RESULT&id=kA0U00000004TXL

Rajnish · January 8, 2016, 6:43am

Hello David,

Thanks a ton for your extended interest in helping me.

i have modified my code as suggested by you. Please find below the code.

        TServerProtocol tserverProtocol = new TServerProtocol(new Endpoint("D_TServer_DLG_CM", "frdwgeap01d.dev.invitrogen.net", 3000));
        tserverProtocol.Open();
        MessageBox.Show("Connection Established");
        CommonProperties CP = CommonProperties.Create();
        CP.ThisDN = "Broadcast_DN";
        KeyValueCollection filterkey = new KeyValueCollection();
        filterkey.Add("IWS_Subject", "Test");
        filterkey.Add("IWS_Priority", "Low");
        filterkey.Add("IWS_Message", textBox1.Text);
        filterkey.Add("IWS_Date", "Dec-7");
        filterkey.Add("IWS_Topic", "Agent Shrikant");
        filterkey.Add("IWS_Sender", "Mr X");
        filterkey.Add("IWS_MessageType", "Notification");

        CP.UserData = filterkey;


        RequestDistributeUserEvent Event = RequestDistributeUserEvent.Create("Broadcast_DN", CP);
        IMessage response = tserverProtocol.Request(Event);
        if (response == null)
        {
            MessageBox.Show("Message not sent");
        }
        else
        {
            
            MessageBox.Show("Message Sent");
        }

I can see the message “Message Sent”, means there response is not null. but still i do not get any message on IWS. I tried going through the logs. I can see the event:-RequestDistributeUserEvent with the messages i have configured. and same is communicated to the other applications also. but its not reaching IWS agent. please find below the log snippet:-

01:02:04.262 Trc 04541 RequestDistributeUserEvent received from [520] (000000ab anonymousTServerClient 10.96.96.212:55763)
message RequestDistributeUserEvent
AttributeReferenceID 1
AttributeUserData [160] 00 07 00 00..
‘IWS_Subject’ ‘Test’
‘IWS_Priority’ ‘Low’
‘IWS_Message’ ‘Hello’
‘IWS_Date’ ‘Dec-7’
‘IWS_Topic’ ‘Agent Shrikant’
‘IWS_Sender’ ‘Mr X’
‘IWS_MessageType’ ‘Notification’
AttributeThisDN ‘Broadcast_DN’
AttributeCommunicationDN ‘Broadcast_DN’
01:02:04.262 Int 04543 Interaction message “RequestDistributeUserEvent” received from 520 (“anonymousTServerClient”)
@01:02:04.2620 [ISCC] Client location anonymousTServerClient:000000ab@ added
@01:02:04.2620 [0] 8.1.000.21 send_to_client: message EventACK
AttributeEventSequenceNumber 0000000000001547
AttributeTimeinuSecs 262000
AttributeTimeinSecs 1452232924 (01:02:04)
AttributeReferenceID 1
AttributeThisDN ‘Broadcast_DN’
AttributeUserEvent RequestDistributeUserEvent
01:02:04.262 Trc 04542 EventACK sent to [520] (000000ab anonymousTServerClient 10.96.96.212:55763)
@01:02:04.2620 [0] 8.1.000.21 distribute_user_event: message EventUserEvent
AttributeEventSequenceNumber 0000000000001548
AttributeTimeinuSecs 262000
AttributeTimeinSecs 1452232924 (01:02:04)
[glow=red,2,300] AttributeUserEvent EventUserEvent
AttributeThisDN ‘Broadcast_DN’
AttributeUserData [160] 00 07 00 00..
‘IWS_Subject’ ‘Test’
‘IWS_Priority’ ‘Low’
‘IWS_Message’ ‘Hello’
‘IWS_Date’ ‘Dec-7’
‘IWS_Topic’ ‘Agent Shrikant’
‘IWS_Sender’ ‘Mr X’
‘IWS_MessageType’ ‘Notification’[/glow]
AttributeReferenceID 1
01:02:04.262 Trc 04542 EventUserEvent sent to [508] (000000a7 IWS_Dev_shrikant.shevade 10.96.96.212:55725)
01:02:04.262 Trc 04542 EventUserEvent sent to [516] (00000035 StatServer_800 10.9.104.21:3833)
01:02:04.262 Trc 04542 EventUserEvent sent to [500] (00000009 WFM_SS 10.9.116.60:63723)
01:02:04.262 Trc 04542 EventUserEvent sent to [492] (00000007 D_RoutingStatServer 10.9.111.80:53231)
01:02:04.262 Trc 04542 EventUserEvent sent to [488] (00000006 CCON 10.9.116.52:63059)
01:02:04.262 Trc 04542 EventUserEvent sent to [484] (00000005 D_RoutingStatServer_Backup 10.9.111.81:56020)
01:02:04.262 Trc 04542 EventUserEvent sent to [480] (00000004 D_Reporting_StatServer 10.9.116.52:63057)

Request your suggestion.

Thanks,
Rajnish

Rajnish · January 8, 2016, 7:08pm

Hello David,

Does this business attribute is same as the IWS_Topic? As per my understanding code goes as below:-

        TServerProtocol tserverProtocol = new TServerProtocol(new Endpoint("D_TServer_DLG_CM", "frdwgeap01d.dev.invitrogen.net", 3000));
        tserverProtocol.Open();
        MessageBox.Show("Connection Established");
        CommonProperties CP = CommonProperties.Create();
        CP.ThisDN = "Broadcast_DN";
        KeyValueCollection filterkey = new KeyValueCollection();
        filterkey.Add("IWS_Subject", "Test");
        filterkey.Add("IWS_Priority", "Low");
        filterkey.Add("IWS_Message", textBox1.Text);
        filterkey.Add("IWS_Date", "Dec-7");
        filterkey.Add("IWS_Topic", "BroadcastMessage");
        filterkey.Add("IWS_Sender", "Mr X");
        filterkey.Add("IWS_MessageType", "Notification");

        CP.UserData = filterkey;
        


        RequestDistributeUserEvent Event = RequestDistributeUserEvent.Create("Broadcast_DN", CP);
        IMessage response = tserverProtocol.Request(Event);

I have also set broadcast.value-business-attribute=BroadcastMessage in iWS options and broadcast.subscribed.topics=All,$Agent$,$AgentGroup$,$Roles$. I can see in the T-server logs that message is sent to IWS_Dev_UserName, but no luck on IWS message window. Could you please help me with trick or some steps what i am missing in this application.

Thanks,
Rajnish

dalvarez · January 11, 2016, 5:36pm

Hello Rajnish,
In the BA IWS_Topic, you may configure person’s group to send the message (All, TestAgentGroup, TestAgent, etc).
Also, in the IWS_Date, you must send the date in special format:

filterkey.Add(“IWS_Date”, DateTime.Now.ToUniversalTime().ToString());

Or at least, so worked to me.

Regards.
David

Rajnish · January 11, 2016, 8:00pm

Hello David,

Finally i got this thing working. Thanks a lot for your help and will be always grateful to you.

Rajnish

dalvarez · January 19, 2016, 2:02pm

It was a pleasure to help you.
If i know the response, i can help

I do not just say you READ DOCS

Rajnish · January 20, 2016, 8:44pm

Hello David,

Can we broadcast message using interaction server? We can create one Broadcast_DN as communication DN on multimedia switch and try to broadacst.

When i am trying to connect to interaction server using below code

InteractionServerProtocol IxnProtocol = new InteractionServerProtocol(new Endpoint(“InteractionServer_802”, “frd03gys02”, 7070));
IxnProtocol.Open();

It throws error “Unknown Client Type”
Am i missing some trick?

Thanks,
Rajnish

cavagnaro · January 20, 2016, 11:22pm

;D ;D ;D
Now wanna see you

dalvarez · January 21, 2016, 4:41pm

Hi Rajnish, to be honest , I have not done this configuration

But, maybe you need a IXN_TServer and IXN_Switch, to register the Communication DN.
And the RequestDistributedUserEvent send to IXN_TServer.

You tell me if it works well.
Regards.

cavagnaro · January 21, 2016, 5:53pm

Sorry but no, Broadcast is a SIP message, therefore IXN has no hability to send those messages. See how important is to read documentation? Is it on paragraph one even or in architecture or many places where it explains its SIP origins.

PeteHoyle · January 25, 2016, 5:00pm

If you are creating a connection to IxNServer you would need to set the clientType

IxnProtocol.ClientType

cavagnaro · January 25, 2016, 8:22pm

What do you mean Pete? IXN can’t do message broadcasting, that is a SIP Server feature only, at least up to today. Genesys is possible planning a feature on future IXN versions but not possible today

Grum · July 12, 2017, 1:45pm

Hello Rajnish

If you want to send and recieve messages between agents using only Interaction Server (without SIP server and broadcast messaging) you should use RequestSuscribe and RequestPublish.
For example,

suscribe for messages:


KeyValueCollection topics = new KeyValueCollection();
topics.addString("101@agent", "1");
RequestSubscribe reqSubscribe = RequestSubscribe.create();
reqSubscribe.setPsTopicList(topics);
Message msg = interactionServerProtocol.request(reqSubscribe);

msg will be EventAck if everything is ok

publish messages:


RequestPublish reqPublish = RequestPublish.create();
reqPublish.setPsTopic("101@agent");
reqPublish.setDistributeToOriginator(true);
Message msg1 = interactionServerProtocol.request(reqPublish);

msg1 will be EventAck if everything is ok

If you suscribed correctly then you would recieve EventUserEvent with attributes send in RequestPublish.

The main idea is that Interaction server can not perform RequestDistributeUserEvent (no ability in SDK) through some dn (like broadcast dn in sip server), so there is another mechanism in Interaction Server described above.

Disadvantage of this method is that you have to develop both of parts - “sending messages” and “recieving messsages”. Instead of develop only sending messages part customization for WDE in case of using out-of-box broadcast messages functionality through SIP server.