Support Phone - Auditing Agents In A PBX Skill/Hunt Group
By Tom ‘NawDeeb’ Murdach
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1. Launch SupportPhone.
After opening the SupportPhone, choose OPTIONS then select Tlib Internal
Logging. This will open a log window to assist in troubleshooting.
2. Connect To Tserver.
Open the Tserver host/port which connects to the PBX you wish to audit from.
3. Register DN Of Desired Hunt Group.
On the REGISTER tab, register queue DN 33111 (use an appropriate hunt
group extension for your environment). This DN must be built as an ACD
Queue in CME. In Avaya, simply LIST HUNT of the skill number to retrieve
the hunt group extension.
4. Choose Correct Query Item.
Select the QUERY tab, click the ADDRESS box drop-down on the left and
choose type 11 – AdressInfoQueueLoginAudit
5. Execute.
Enter 33111 (use the appropriate hunt group extension for your environment)
in the DN and QUEUE fields, then click ADDRESS on the left.
6. Analyze Results.
In the log window, you should see a couple of items that would be
relevant to the query.
a. AttributeAddressInfoStatus = the number of agents currently logged in
b. AttributeExtensions = [DN] [LOGIN]
[i]received from 65201(StLouis_tserver)stlouis.happyhappy.com:3000(fd=336)
AttributeAddressInfoStatus 2
AttributeAddressInfoType 11 (AddressInfoQueueLoginAudit)
AttributeReferenceID 5
AttributeThisDN ‘33111’
AttributeExtensions [32] 00 02 00 00..
‘36950’ ‘51050’
‘37618’ ‘32618’
AttributeTimeinSecs 1338209575 (05:52:55)
AttributeTimeinuSecs 560061
AttributeCustomerID ‘Resources’
attr_#148 0000000000dd4acb