NIPTA Basics

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nIPTA?

nIPTA = Non-ICM-Picks-The-Agent.

  • Allows an ICM agent to handle tasks that are not routed by ICM. (In other words, EIM/WIM is the routing engine)
  • Skill Groups are set as IPTA or nIPTA, and then the agents are associated on the ICM side.
  • Agents can NOT belong to both IPTA and nIPTA skill groups at the same time.


NiptaSG.png


nIPTA is typically a Failure path

IcmRoutingScriptnIPTA.png

LBL_<nIPTA_SG_Enterprise_Name>

nIPTA is based off UCCE sending LBL_<nIPTA_SG_Enterprise_Name> to EIM.

LBL .png


EIM strips the LBL_ off the front, and matches the SG to a Queue.

NiptaQmatch.png

Note that EIM appends "_Service" to the end but does not consider this when matching the label.

In the below example, we can see a DO_THIS_WITH_TASK sent with a nIPTA label. The task is destined for a nIPTA queue.

EAAS logs (only available at DEBUG level):

2011-06-12 23:17:23.747 GMT-0400 <@> DEBUG <@> [803:pool-4-thread-1] <@> ProcessId:5840 <@> PID:1 <@> UID:12 <@> HttpSessionId:  <@> com.cisco.ipcc.mr.responseprocessor.DoThisWithTaskProcessor <@> processDoThisWithTaskForChatAndEmail <@> Processing DO_THIS_WITH_TASK for Chat/Email. activityId:1302 <@> 
2011-06-12 23:17:23.747 GMT-0400 <@> DEBUG <@> [803:pool-4-thread-1] <@> ProcessId:5840 <@> PID:1 <@> UID:12 <@> HttpSessionId:  <@> com.cisco.ipcc.mr.responseprocessor.DoThisWithTaskProcessor <@> processDoThisWithTaskForChatAndEmail <@> icmAgentId : -1, label : LBL_CUCM_PIM.EIM_INBOUND.NIPTA, newTaskMsg.getMRDomainID() : 5003 <@> 
2011-06-12 23:17:23.747 GMT-0400 <@> DEBUG <@> [803:pool-4-thread-1] <@> ProcessId:5840 <@> PID:1 <@> UID:12 <@> HttpSessionId:  <@> com.cisco.ipcc.mr.responseprocessor.DoThisWithTaskProcessor <@> triggerNonIPTARoutingEmail <@> Processing NIPTA DO_THIS_WITH_TASK for Chat/Email. activityId:1302 label:LBL_CUCM_PIM.EIM_INBOUND.NIPTA <@> 
2011-06-12 23:17:23.747 GMT-0400 <@> DEBUG <@> [803:pool-4-thread-1] <@> ProcessId:5840 <@> PID:1 <@> UID:12 <@> HttpSessionId:  <@> com.cisco.ipcc.mr.responseprocessor.DoThisWithTaskProcessor <@> validateLabel <@> Inside validateLabel <@> 
2011-06-12 23:17:23.747 GMT-0400 <@> DEBUG <@> [803:pool-4-thread-1] <@> ProcessId:5840 <@> PID:1 <@> UID:12 <@> HttpSessionId:  <@> com.cisco.ipcc.mr.responseprocessor.DoThisWithTaskProcessor <@> processDoThisWithTaskForChatAndEmail <@> Creating message for DO_THIS_WITH_TASK object NIPTA asignment, activityId:1302 skillgroup:CUCM_PIM.EIM_INBOUND.NIPTA <@> 
2011-06-12 23:17:23.747 GMT-0400 <@> DEBUG <@> [803:pool-4-thread-1] <@> ProcessId:5840 <@> PID:1 <@> UID:12 <@> HttpSessionId:  <@> com.cisco.ipcc.mr.responseprocessor.DoThisWithTaskProcessor <@> publishNIPTARoutingMessage <@> Inside publishNIPTARoutingMessage <@> 
2011-06-12 23:17:23.747 GMT-0400 <@> DEBUG <@> [803:pool-4-thread-1] <@> ProcessId:5840 <@> PID:1 <@> UID:12 <@> HttpSessionId:  <@> com.cisco.ipcc.mr.CentralizedActivityStore <@>  <@> Inside removeActivityData. EAASInstanceId=1008 <@> 
2011-06-12 23:17:23.747 GMT-0400 <@> DEBUG <@> [803:pool-4-thread-1] <@> ProcessId:5840 <@> PID:1 <@> UID:12 <@> HttpSessionId:  <@> com.cisco.ipcc.mr.responseprocessor.DoThisWithTaskProcessor <@> ProcessDoThisWithTask <@> processDoThisWithTask -> Processed DO_THIS_WITH_TASK. Returning SimpleDataObject. activityId =1302script Selector =[B@11818a6 <@> 
2011-06-12 23:17:23.747 GMT-0400 <@> DEBUG <@> [803:pool-4-thread-1] <@> ProcessId:5840 <@> PID:1 <@> UID:12 <@> HttpSessionId:  <@> com.cisco.ipcc.mr.ResponseExecutorCmd <@>  <@> checkAndInitiateFIFOAlgo(): isFIFOEnabled = false; sdo = customer_home = null
activity_sub_type = 1 : Type = java.lang.Integer
do_this_with_task_type = 1 : Type = java.lang.Integer
skill_group_enterprise_name = CUCM_PIM.EIM_INBOUND.NIPTA : Type = java.lang.String
new_task = com.cisco.ipcc.mr.message.NewTaskMsg@fa3be0 : Type = com.cisco.ipcc.mr.message.NewTaskMsg
activity_id = 1302 : Type = java.lang.Long
do_this_with_task = com.cisco.ipcc.mr.message.DoThisWithTaskMsg@710110 : Type = com.cisco.ipcc.mr.message.DoThisWithTaskMsg
; activityId = 1302; subType = 1 <@> 

Note that this would not appear in INFO-level logs, which would only display the below:

2011-06-12 23:17:24.466 GMT-0400 <@> INFO <@> [803:pool-4-thread-1] <@> ProcessId:5840 <@> PID:1 <@> UID:12 <@> HttpSessionId:  <@> com.cisco.ipcc.mr.ResponseExecutorCmd <@>  <@> DO_THIS_WITH_TASK Processing complete. in EAAS  EAASinstanceId=1008 processed message:customer_home = null
activity_sub_type = 1 : Type = java.lang.Integer
do_this_with_task_type = 1 : Type = java.lang.Integer
skill_group_enterprise_name = CUCM_PIM.EIM_INBOUND.NIPTA : Type = java.lang.String
new_task = com.cisco.ipcc.mr.message.NewTaskMsg@fa3be0 : Type = com.cisco.ipcc.mr.message.NewTaskMsg
activity_id = 1302 : Type = java.lang.Long
do_this_with_task = com.cisco.ipcc.mr.message.DoThisWithTaskMsg@710110 : Type = com.cisco.ipcc.mr.message.DoThisWithTaskMsg

Database Query

The following query can be used to show the results of the Label being sent. Note the 4107 below - "Listener picks nIPTA agent"

select egpl_routing_queue.queue_name,* from egpl_casemgmt_activity LEFT OUTER JOIN egpl_routing_queue on egpl_casemgmt_activity.queue_id = egpl_routing_queue.queue_id where activity_id = 1302

NIPTALBL.png


Matrix

IPTA nIPTA Standalone
Where Configured ICM ICM EIM/WIM
Where associated with SG or User Group ICM ICM EIM/WIM
Status in EIM/WIM Read Only Read Only Read/Write
Routed Emails from ICM nIPTA queue in EIM/WIM Standalone queue in EIM/WIM
Activity reported on Webview Reports? Y Y N
Can pick from Cisco ICM/IPTA queue? N N N
Can pull from Cisco ICM/IPTA queue with Administrator role? Y N N
Can pull from nIPTA queue? N Y N
Can pull from Standalone queue? N N Y

Notes:

  • Integrated agents always configured in ICM
  • Webview does not report on standalone agents
  • No agent type can pull from IPTA queues

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