Configuring PeopleSoft MCF for Third-Party Routing Systems

In previous releases, PeopleSoft CTI required a third-party middleware in the form of the Genesys CTI Framework, a Cisco ICM system, or CTI middleware that implements PSMCAPI.

Beginning with PeopleTools 8.48, PeopleSoft MultiChannel Framework (MCF) uses third-party multichannel routing systems to offer a wide range of communication channels to empower PeopleSoft applications like CRM. In the third-party system, the queue is the logical storage unit for representing a work item, and no difference exists between a logical and physical queue. The third party develops the universal routing system to route email, voice, chat, and generic tasks.

PeopleSoft customers may choose either the pre-8.48 features of queue server and CTI or the new third-party routing system to use email, chat, voice, and generic channels.

This chapter provides an overview of third-party routing systems and discusses how to:

• Configure PeopleSoft MCF for a third party.

• Define the third-party flag.

• Define the PeopleSoft MCF Cluster page for a third party.

• Tune PeopleSoft MCF cluster parameters for a third party.

• Notify PeopleSoft MCF clusters of changed parameters for a third party.

• Define PeopleSoft MCF queues for a third party.

• Define PeopleSoft MCF agents for a third party.

• Configure PeopleSoft MCF tasks for a third party.

• Configure CTI for a third party.

• Communicate with customers and agents using chat.

• View event logs for a third party.

• View broadcast logs for a third party.

• Work with third-party sample pages.

Understanding Third-Party Routing Systems

PSMCAPI provides an interface to the third-party routing system that enables communication between various PeopleSoft components and the third party. An event, like an incoming task from the third-party routing system, is received by PSMCAPI and pushed to JSMCAPI (MCF console) using the REN server. Similarly, a request from MCF console or JSMCAPI is sent to PSMCAPI using the REN server and is eventually passed on to the third-party routing system. The REN server routes requests and events internally to the PeopleSoft system, including an agent desktop or browser.

The following diagrams illustrate how PSMCAPI acts as an interface to the third-party routing system and communicates with JSMCAPI through the REN server:

PSMCAPI interface with PeopleSoft MCF

Interaction of PSNCAPI with third-party and JSMCAPI

PSMCAPI and JSMCAPI support multiple channels of communication, queue, and agent statistics information that enable the leverage of third-party routing systems.

The following diagram illustrates how the third-party routing system interacts with PeopleSoft MCF:

Third-party routing system with PeopleSoft MCF

The third-party routing system connects to all kinds of media servers, and routes the task to the agent based on routing rules. The third-party routing system connects to the REN server through HTTP or HTTPS using PSMCAPI. All requests sent by the agents to third-party system such as login, logout, accept incoming call, and forward email use the above connection. All media requests sent by PeopleCode built-in functions to the REN server such as InitChat or Enqueue also use the above connection. All events from the routing system such as assignment, broadcast, and statistics, go to the agent or the supervisor through this connection.

In the third-party routing system, the queue server acts as an overflow or escalation adapter that writes the overflow or escalated tasks from the third-party routing system to the PeopleSoft Database. When using a third-party routing system for escalated and overflowed task, the queue server is used for task insertions to the database. The third-party routing system processes and maintains task properties and timers. On a task time-out, the routing system sends an event to the queue server to insert the task in the database. The routing system creates the events to remove the task from the agents and recalculates their workload.

This section discusses how to:

• Define third-party routing system requirements.

• Define third-party routing rules.

Defining Third-Party Routing System Requirements

In general, the third-party router:

• Allows business users to define routing strategies.

• Defines escalation and timeout routing paths.

• Allows agents to receive any type of work from multiple channels and queues simultaneously or in parallel.

• Allows pushed and pulled events simultaneously or in parallel.

• Defines intra- and extra-channel escalations.

Defining Third-Party Routing Rules

Third-party routing rules are based on:

• Task type, for example, email, chat, voice, scheduled callback, fax, and so on.

• Time against SLA (Service Level Agreement) in form of overflow and escalation timers.

• Priority of the event expressed as a positive single-digit number.

• Skill within organization or task type.

• Primary language required to resolve any issue.

• Cost of each event type assigned by the administrator to avoid overloading.

The agents or supervisors must have the capabilities to:

• Change the skills, language, priority, or cost of an item to affect its subsequent routing.

• Assign an item to a specific queue or agent.

• Accept, reject, forward, mark as resolved, or mark as awaiting additional information.

Configuring PeopleSoft MCF for a Third Party

This section lists the basic steps to configure PeopleSoft MCF for a third party. Subsequent sections of this PeopleBook describe each step in detail.

You complete these steps to configure PeopleSoft MCF for a third party:

1. Define the third-party flag.

   See Defining the Third-Party Flag.

2. Define PeopleSoft MCF clusters for a third party.

   See Defining the PeopleSoft MCF Cluster Page for a Third Party.

3. Tune PeopleSoft MCF clusters for a third party.

   See Tuning PeopleSoft MCF Cluster Parameters for a Third Party.

4. Notify PeopleSoft MCF of changed parameters for a third party.

   See Notifying PeopleSoft MCF Clusters of Changed Parameters for a Third Party.

5. Define PeopleSoft MCF queues for a third party.

   See Defining PeopleSoft MCF Queues for a Third Party.

6. Define PeopleSoft MCF agents for a third party.

   See Defining PeopleSoft MCF Agents for a Third Party.

7. Configure PeopleSoft MCF tasks for a third party.

   See Configuring PeopleSoft MCF Tasks for a Third Party.

8. Configure CTI.

   See Configuring CTI for a Third Party.

9. View event logs.

   See Viewing Event Logs for a Third Party.

10. View broadcast logs.

    See Viewing Broadcast Logs for a Third Party.

11. Work with third-party sample pages.

    See Working with Third-Party Sample Pages.

Defining the Third-Party Flag

This section discusses how to define the third-party flag.

To define the third-party flag, use the Third-party Flag (MCF_TP_FLAG_CMP) component.

Page Used to Define the Third-Party Flag

Defining the Third-Party Flag

Access the Third Party Flag page using the following navigation path:

PeopleTools, MultiChannel Framework, Third-Party Configuration, Third-Party Flag

The default value of the third-party flag is False. If the flag is set to False, the queue server routes chat, generic, and email and uses PeopleSoft CTI to route voice. If the flag is set to True, all events, chat, generic, email, and voice are routed by the third-party routing system, and you can configure MCF using third-party pages only. The queue server:

• Stops listening to all routing requests.

• Starts up new listeners for overflow and escalation.

Separate database tables are created for queue server and third-party routing server that combine all fields from MCF and CTI. When the third-party flag is set to True, all pages using queue server are disabled and grayed out. When the third-party flag is set to False, all pages using third-party routing system are disabled and grayed out.

Note. Whenever you change the value of this flag, you must reboot the queue server and MCF Log server.

Defining the PeopleSoft MCF Cluster Page for a Third Party

This section discusses how to define the PeopleSoft MCF Cluster page for the third party. To view the Cluster page, use the Cluster (MCF_TP_RENCFG_CMP) component.

Page Used to Define the PeopleSoft MCF Cluster Page for a Third Party

Defining the PeopleSoft MCF Cluster Page for a Third Party

The Cluster page displays the associated PeopleSoft MCF cluster URLs and log server details for the selected cluster.

Access the Cluster page using the following navigation path:

PeopleTools, MultiChannel Framework, Third-Party Configuration, Cluster

Cluster ID	Displays the cluster ID of the cluster containing the queue server and log server.
Configuration ID	Displays the configuration ID. Note. This value is required only for CTI configuration. To select the configuration ID from lookup, define the configuration ID when you are configuring CTI. See Configuring CTI Console Type.
Cluster URL	Displays the URL for the REN server that serves this cluster. Note. The Cluster URL is defined on the REN Server Definitions page. See Defining REN Servers.
Browser URL	Displays the browser URL. Note. The browser URL may be different from the cluster URL, which should not have to go through any firewall, reverse proxy server, or other outward-facing security barrier. The browser URL is same as defined on the REN Server Definitions page. See Defining REN Servers.

Log Server

A cluster consists of a primary log server and any number of backup servers. Each cluster requires a minimum of one log server and one queue server. The primary log server is the first log server started and the remaining log servers are backups. If the primary log server fails, the system determines the subsequent primary log server among the backups.

Note. You can save a cluster without creating a log server or a queue server. But, for MCF to run, you need at least one log server and one queue server.

You can add a log server to a cluster by adding a new row. Before removing a log server, ensure that it is not the master, then shut down its domain. Then click Delete (the minus sign).

Tuning PeopleSoft MCF Cluster Parameters for a Third Party

This section discusses how to tune PeopleSoft MCF cluster parameters for a third party. Tuning cluster parameters may give you better performance. To tune cluster parameters, use the Cluster Tuning (MCF_TP_SYS_NV_CMP) component.

Page Used to Tune PeopleSoft MCF Cluster Parameters for a Third Party

Tuning PeopleSoft MCF Cluster Parameters for a Third Party

Access the Cluster Tuning page using the following navigation path:

PeopleTools, MultiChannel Framework, Third-Party Configuration, Cluster Tuning

Use the Cluster Tuning page to set MCF cluster parameters to optimize performance or enable logging for a cluster.

If you make changes to a cluster parameter, you must use the third-party Notify Cluster page to propagate the changes.

See Notifying Third-Party Clusters of Changed Parameters.

The following table lists the cluster tuning parameters you can modify and describes the default values and usage of each:

Notifying PeopleSoft MCF Clusters of Changed Parameters for a Third Party

This section describes how to notify PeopleSoft MCF clusters of changed parameters for a third party. To notify clusters of changed parameters, use the Cluster Notify (MCF_TP_NOTIFY_CMP) component.

Page Used to Notify Third-Party Clusters of Changed Parameters

Notifying Third-Party Clusters of Changed Parameters

Use the Notify Cluster page to notify a cluster of certain changes to its parameters, constituent queues, or that its application servers are being shut down.

Access the Notify Cluster page using the following navigation path:

PeopleTools, MultiChannel Framework, Third-Party Configuration, Cluster Notify

Notify cluster of imminent shutdown	Click to send a message to every agent logged on to the selected cluster that they have been logged off. Send this notification if the cluster's application servers are being shut down.
Refresh task properties	Click to load task properties that have been changed on the Tasks page for the selected cluster.
Refresh timing parameters	Click to reload parameters, other than logging parameters, changed on the Cluster Tuning page for the selected cluster.
Refresh logging parameters	Click to reload logging parameters changed on the Cluster Tuning page for the selected cluster.

Defining PeopleSoft MCF Queues for a Third Party

To define PeopleSoft MCF queues for the third-party routing system, use the third-party queue (MCF_TP_Q_CFG_CMP) component. This section discusses how to:

• Define queues.

• Define canned queue messages.

• Define canned queue URLs.

Pages Used to Define PeopleSoft MCF Queues for a Third Party

Defining PeopleSoft MCF Queues for a Third Party

Access the Queue page using the following navigation path:

PeopleTools, MultiChannel Framework, Third-Party Configuration, Queue

Queue ID	Queue IDs must be alphanumeric, but they may include underscore characters.
Configuration ID	Displays the configuration ID. Note. This value is required only for CTI configuration. To select the configuration ID from lookup, define the configuration ID when you are configuring CTI. See Configuring CTI Console Type.
Delete Queue	Click to remove this queue. Deleting a queue means that no work or agents can be assigned to the queue and the queue is removed from all agents' available queues.
Cluster ID	The Cluster ID field identifies the cluster that services this queue.
Active	Select Active or Inactive from the drop-down list box. The queue server does not send new tasks to an inactive queue. Agents and existing tasks remain on an inactive queue. To receive new queued tasks, the queue must be active. Active and inactive statuses support “follow-the-sun” practices. For example, SALES1 could be supported in the London office, and SALES2 could be supported in the San Francisco office when the London office is closed by activating and inactivating the appropriate queues.

Defining Canned Queue Messages

Access the Message page using the following navigation path:

PeopleTools, MultiChannel Framework, Third-Party Configuration, Queue, Message

Contact Type	Select one of the following contact types: Chat Email
Response Name	The response name appears in the agent's Template Messages drop-down list box for all agents who belong to this queue. All messages are downloaded when the agent launches the agent chat console by accepting a customer chat. Template messages are not available in collaborative chat.
Response Text	The specified message appears in the client chat window when selected by the agent.

Defining Canned Queue URLs

Access the URL page using the following navigation path:

PeopleTools, MultiChannel Framework, Third-Party Configuration, Queue, URL

Canned queue URLs enable the agent to push a predefined URL to the customer, which appears in a pop-up window for the customer. The agent can edit these URLs in the chat window after selecting them.

Defining PeopleSoft MCF Agents for a Third Party

To define PeopleSoft MCF agents for a third party, use the (MCF_TP_AGENT_CMP) component. This section discusses how to:

• Create agents.

• Set up buddy lists.

• Customize windows.

• Define messages.

• Specify agent-specific URLs.

• Define agent's presence.

• Specify media.

• Specify languages that an agent supports.

• Specify miscellaneous parameters.

Pages Used to Define PeopleSoft MCF Agents for a Third Party

Creating PeopleSoft MCF Agents for a Third Party

Access the Agent page using the following navigation path:

PeopleTools, MultiChannel Framework, Third Party Configuration, Agent

Agent ID	Specifies the agent ID.
Name	Enter the full name of this agent in (lastname,firstname) format. The agent name appears in other agents' buddy lists.
Nick Name	Enter a short name for this agent. The agent nickname identifies this agent in chat sessions and logs.
CTI Agent ID	Enter a CTI agent ID for a CTI agent.
Agent Password	Enter a password for the agent.
Queue ID	Enter the ID of a queue to which this agent is assigned. Each agent may be assigned to more than one queue. An agent can log on to only one queue at a time from the MultiChannel Console.
Skill	Select the skill level of this agent for the tasks assigned for this queue. This field is required. This option is used by third parties for task assignment. Third parties define skill levels based on business needs, requirements, policy, and so on.
Maximum Workload	Select the maximum load that this agent can be assigned before tasks are held or assigned to other agents. This field is required. This option is used by third parties for task assignment. Third parties define maximum workload based on business needs, requirements, policy, and so on.

Note. Do not delete a queue from an agent's list unless that agent has no open accepted tasks on that queue.

Setting Up Buddy Lists

Access the Buddy page using the following navigation path:

PeopleTools, MultiChannel Framework, Third Party Configuration, Agent, Buddy

The agent's buddy list facilitates collaborative chat and chat conferencing.

An agent's presence as shown in the buddy list on the MultiChannel Console or on the Invite Agent list on the chat console indicates the agent's availability for chat or conference.

Customizing Windows

Access the Customization page using the following navigation path:

PeopleTools, MultiChannel Framework, Third Party Configuration, Agent, Customization

Set the initial agent window placement and size by specifying parameters on this page. An agent may resize and move the windows.

Defining Messages

Access the Messages page using the following navigation path:

PeopleTools, MultiChannel Framework, Third Party Configuration, Agent, Messages

An agent can create personalized responses in addition to the system responses defined for each queue.

Specifying Agent-Specific URLs

This page defines URLs that this agent can send to a client browser. Access the URL page using the following navigation path:

PeopleTools, MultiChannel Framework, Third Party Configuration, Agent, URL

URL Name	The URL name appears in the agent's URL drop-down list box.
URL Description	This description appears only on this page, to further describe this URL or, for example, its reason for inclusion.
URL	Enter the URL. The URL must include the protocol (http://) and any required parameters. All URLs defined for the agent are downloaded when the agent launches the agent chat console by accepting a customer chat. These URLs are not available in collaborative chat. If you send a PeopleSoft Pure Internet Architecture URL, be sure that the recipient has permissions to access that portal, node, or page.

Defining Agent's Presence

Each agent can customize the presence description displayed when the agent is available or unavailable. The queue server only understands the presence state, available or unavailable, but you can enter more specific presence descriptions when displaying or logging an agent's presence. If you do not enter presence descriptions, default values are used.

Access the Presence page using the following navigation path:

PeopleTools, MultiChannel Framework, Third Party Configuration, Agent, Presence

Presence State	Select Available or Unavailable.
Presence Description	Enter a description for each agent state. The description appears in logs of agent activity and when agent presence is displayed. Note. An available state has only one presence description, Available. For an unavailable state, you can enter any presence description, such as tea break, coffee break, lunch, and so on.

Specifying the Media

The media page defines the capability of each agent to perform a task. Access the Media page using the following navigation path:

PeopleTools, MultiChannel Framework, Third Party Configuration, Agent, Media

Chat	Select this check box if the agent has a capability to chat.
Email	Select this check box if the agent has a capability to email.
Generic	Select this check box if the agent has a capability to perform a generic task.
Voice	Select this check box if the agent has a capability to perform a voice task.

Specifying Languages That an Agent Supports

Access the Languages page using the following navigation path:

PeopleTools, MultiChannel Framework, Third Party Configuration, Agent, Languages

Enter the languages that each agent is qualified to support.

The agent is assigned only tasks that have been enqueued with a language code in the agent's language list. For the EnQueue built-in function, the language code is specified as a parameter. For the InitChat built-in function, the language code is determined by the user profile of the initiator.

If you do not enter a language code for a new agent, the default value is English.

Specifying Miscellaneous Parameters

Access the Miscellaneous page using the following navigation path:

PeopleTools, MultiChannel Framework, Third Party Configuration, Agent, Miscellaneous

When task is unassigned

Select from the following options the action that occurs when a task assigned to an agent is unassigned: Prompt whether to close window (default). Close the task window. Do not close the task window.

Note. Number of log messages to save when cleared and Maximum number of log messages to allow fields are required if the Limit debug tracer log size check box is selected.

Configuring PeopleSoft MCF Tasks for a Third Party

This section discusses how to configure tasks. To configure tasks, use the MCF Task (MCF_TP_TASKCFG_CMP) component.

Page Used to Configure PeopleSoft MCF Task for a Third Party

Configuring PeopleSoft MCF Task for a Third Party

See Configuring Tasks.

Configuring CTI for a Third Party

This section discusses how to configure CTI using third-party routing system. To configure CTI, use the MCF_TP_CTI_CONFIG component.

See Configuring PeopleSoft CTI.

Communicating with Customers and Agents Using Chat

This section discusses how to use the Agent Chat window.

• Use the third-party agent chat window.

• Use the customer chat window.

Using the Third-Party Chat Window

When you accept a chat task, a chat window opens.

The format of the agent chat window and the contents of its right pane are delivered as part of PeopleSoft MultiChannel Framework. The content of the left pane is determined by application developers, and is passed as a parameter to the InitChat() built-in function.

The following example shows an third-party agent chat window:

Conversation History	Lists progress of the chat, line by line. If chat logging is enabled, the conversation is recorded in the database chat log by the MCF log server. View the chat log on the Chat Log page. If accessibility features are not turned off in the My Personalizations component, an additional text box appears below the conversation history. The most recent customer input appears in the secondary text box, which can be read by screen reading software.
Template Messages	Send the customer a standard message by selecting one from the list. The message text appears in the Input Text text box. Click Send to send the message. Edit template messages for each queue on the queue Chat Responses page.
Input Text	To respond to the customer, enter text, and then click Send or press Enter. The maximum size of the text that can be sent at one time is 4096 bytes (4 kilobytes).
Send	Click to send the contents of the Input Text text box.
Exit Dialog	Click to end the chat. The chat window remains open, enabling you to return to the page for follow-up work after the customer exits the dialog.
Static URL and Push	To send a static URL to the customer, select a URL name, then click Push. When a URL is pushed to a customer, a browser window for that URL is launched on the customer's workstation.
URL	Displays static and grabbed URLs.
Select	Click to launch an application page, from which a URL can be returned to populate the URL field. The format of the URL wizard page that appears when you click Grab is defined by application developers. PeopleSoft supplies a sample URL wizard page. See Using the URL Wizard.
Forward to Queue	To forward the current chat to another queue, select the queue.
History	Click to get the history for the chat conversation.
Wrapup	Click to write wrapup comments for the chat. Wrapup comments are stored in PS_MCFCHATLOG.
Forward to Agent	To forward the current chat to another agent, select the queue and click Go.
Invite Agent into Conference	To request that another agent join the chat, select the agent and click Go.

Using the Customer Chat Window

When a customer initiates a chat, a chat window appears:

The format and content of the customer chat window is delivered as part of PeopleSoft MultiChannel Framework. The customer chat window includes a conversation history text box, input text box, and Send and Exit Dialog buttons.

If accessibility features are not turned off in the My Personalizations component, an additional text box appears below the conversation history. The most recent agent input appears in the secondary text box, which can be read by screen reading software.

Note. The agent collaborative chat window is substantially the same as the customer chat window.

Viewing Event Logs for a Third Party

This section discusses how to view event logs. To view event logs, use the (MCF_TP_EVNTLOG_CMP) component.

Page Used to View Event Logs for a Third Party

Viewing Event Logs for a Third Party

Select any event from the Event Log page to display the details of any event.

Viewing Broadcast Logs for a Third Party

To view the broadcast log, access the broadcast log (MCF_TP_BCASTLG_CMP) component.

Page Used to View Broadcast Logs for a Third Party

Viewing Broadcast Logs for a Third Party

See Viewing Broadcast Logs.

Working with Third-Party Sample Pages

To demonstrate tools and functionality, use the Sample Pages (MCF_TP_DEMO_CMP) component. These sample pages demonstrate how JSMCAPI can be used with the PeopleCode behind it. The third party may develop their own interface, which may look significantly different from the sample pages included in the section.

This section discusses how to:

• Use the Customer Chat sample page.

• Use the Generic Event sample page.

• Use the Email sample page.

• Use the Sample Console page.

• Use the JSMCAPI Broadcast page.

• Use the PeopleCode Broadcast page.

Pages Used to Work with Third-Party Sample Pages

Using the Customer Chat Sample Page

See Using the Customer Chat Sample Page.

Using the Generic Event Sample Page

See Using the Generic Event Sample Page.

Using the Email Sample Page

See Using the Email Sample Page.

Using the Sample Console Page

Access the Sample Console page using the navigation path: PeopleTools, MultiChannel Framework, Third-Party Configuration, Sample Pages, Sample Console Page. Click the lookup button and select the REN cluster.

MCF Sample Console

Click to initiate the sample console. Note. To demonstrate the MCF sample console, you must have an MCF cluster running and communicating with the specified REN server cluster.

After clicking MCF Sample Console, a new browser window displaying the sample console appears along with a tracer window. The Sample Console contains the following group boxes, which are detailed in the following topics:

• Open/Close Session

• Register User to Session

• Register Group, Login User to Group, and User-Group States

• Address Operations

• Register Extension to Session, and Extension Operations

• Buddies

• Buddies Bulk Registration

• Groups Bulk Registration

• Error Messages / Information

• Server State and Broadcasts

Note. To enable the new browser window to appear, disable any pop-up blocking software for your browser.

Before accessing the Open/Close Session group box, enable the third-party routing server.

Open/Close Session

Access the Open/Close Session group box. (Select PeopleTools, MultiChannel framework, Third-party Configuration, Sample Pages. Enter the MCF Cluster ID and click the Sample Console button).

MCS Session Id	Displays the session ID of the MultiChannel server.
State	Displays the state of the session. Note. If the state is ST_FAILED, check the third-party routing server. It must be up and running.

Register User to Session

Access the Register User to Session group box. (Select PeopleTools, MultiChannel framework, Third-party Configuration, Sample Pages. Enter the MCF Cluster ID and click the Sample Console button).

Register a user to the session in the Register User to Session group box.

Register Group, Login User to Group, and User-Group States

Access the Register Group, Login User to Group, and User-Group States group box. (Select PeopleTools, MultiChannel framework, Third-party Configuration, Sample Pages. Enter the MCF Cluster ID and click the Sample Console button).

Group Id	Enter the name of the group to which the agent will be registered. The group ID is the same as the name of the queue to which the agent is logged in. To register the agent with the specified group, click the Go button next to the Register field. Note. After you click Go, the field value changes to Unregister.
Login	Click the Go button to log in if Login appears in the drop-down list box. Click the Go button to log out if Logout appears in the drop-down list box. Note. After you log in to the group, a new pop-up window opens, prompting you for reason code data. If you register to an invalid group, a pop-up window opens showing the error messages. See Understanding JSMCAPI.
Presence	Enter a presence description to associate with the state selected in the drop-down list box. This presence value is different from any presence values predefined in the agent configuration. The agent cannot select from the predefined values.
State	Select an agent state from the following options: Ready Not Ready Work Ready Work Not Ready Each state value has an associated state code that appears in the State field. To enable incoming calls, select Ready from the drop-down list box and click the Go button.
Statistics	Displays the group statistics.

Address Operations

Access the Address Operations group box. (Select PeopleTools, MultiChannel framework, Third-party Configuration, Sample Pages. Enter the MCF Cluster ID and click the Sample Console button).

Task Info (task information)	Displays task information.
User Data	Displays user data.
Statistics	Displays task statistics.

Register Extension to Session and Extension Operations

Access the Register Extension to Session, and Extension Operations group box. (Select PeopleTools, MultiChannel framework, Third-party Configuration, Sample Pages. Enter the MCF Cluster ID and click the Sample Console button).

Extension	Enter a valid telephone extension number.
Phone Number	Enter a valid telephone number for use in subsequent operations, such as dial, forward, or do-not-disturb (DND).
Mute	Select to mute the call. Note. Mute is enabled only when the agent is on the call.
Forward	Select to forward incoming calls to the specified number.
DND (do not disturb)	Select to put the selected extension in do-not-disturb status.
Line 1 or Line 2	Displays a name or value for each line. On the sample console, the value will either be 1 or 2.
DTMF Info (Dual Tone Multi-Frequency information)	Select to send DTMF digits on the line.
CallResult	Select to set call result on the line.
ReScheduleTime	Select to set reschedule time on the line.
Type	Select to set reschedule type on the line.
User Data	Enter name-value pairs representing user data to be attached to a call.
Call Data	Enter any call data to be attached to the call. Call data includes: ANI DNIS THISDN OTHERDN

Buddies

Access the Buddies group box. (Select PeopleTools, MultiChannel framework, Third-party Configuration, Sample Pages. Enter the MCF Cluster ID and click the Sample Console button).

User Id	Enter the user ID of the buddy with whom you want to chat.
State	Displays the state of the buddy.
	Click to initiate an agent-to-buddy chat session.

Buddies Bulk Registration

Access the Buddies bulk registration group box. (Select PeopleTools, MultiChannel framework, Third-party Configuration, Sample Pages. Enter the MCF Cluster ID and click the Sample Console button).

Number of registrations per bulk request	Enter the number of registrations per bulk request.
Interval between bulk registration requests(milliseconds)	Enter the interval between bulk registration requests in milliseconds.
Number of buddies to register	Enter the number of buddies to add and click the Add button. Edit boxes for Buddy Id will appear.
BulkRegister	Click to register the buddies. An Unregister button will appear next to each Group Id. You can use this button to unregister a specific group.
Unregister(One by One)	Click to unregister groups one by one.

Groups Bulk Registration

Access the Groups bulk registration group box. (Select PeopleTools, MultiChannel framework, Third-party Configuration, Sample Pages. Enter the MCF Cluster ID and click the Sample Console button).

Number of registrations per bulk request	Enter the number of registrations per bulk request.
Interval between bulk registration requests(milliseconds)	Enter the interval between bulk registration requests in milliseconds.
Number of groups to register	Enter the number of groups to add and click the Add button. Edit boxes for Group Id will appear.
BulkRegister	Click to register the buddies. An Unregister button will appear next to each Buddy ID. You can use this button to unregister a specific buddy.
Unregister(One by One)	Click to unregister buddies one by one.

Error Messages/Information

Access the Error Messages/Information group box (Select PeopleTools, MultiChannel framework, Third-party Configuration, Sample Pages. Enter the MCF Cluster ID and click the Sample Console button).

Any error messages associated with the process appear here.

Server State and Broadcasts

Access the Server State and Broadcasts group box. (Select PeopleTools, MultiChannel framework, Third-party Configuration, Sample Pages. Enter the MCF Cluster ID and click the Sample Console button).

MCS State	Displays the MultiChannel server's state.
Routed From Topic	Displays the machine name from where the broadcast message was sent.
Name Value Pairs	Displays the name value pair string.
REN State	Displays the status of the REN server.
Broadcast Message	Displays the supervisor's broadcast message.

Using the MCF Broadcast Page

This section discusses how to use the JSMCAPI Broadcast page for the third party.

MCF Cluster ID	Select the REN server cluster on which to test the MCF Supervisor console. Note. The MCF Supervisor console is specific to the REN cluster Id selected.
MCF Supervisor Console	Click to initiate the supervisor console. Note. To demonstrate the MCF Supervisor console, you must have MCF servers, both queue and log servers, running and communicating with the specified REN server cluster.

After you click MCF Supervisor Console, a new browser window appears that displays the sample supervisor console.

Note. To enable the new browser window to appear, disable any pop-up blocking software for your browser.

See Also

Using JSMCAPI Broadcast with MCF Supervisor Console

Using the PCodeBroadcast Page

This section discusses how to use the PCodeBroadcast page.

See Using PeopleCode Broadcast.