Launches and controls routing scripts, providing script logic and configuration caching.
- Routing sessions – selects the service to which the sessions are delivered.
- Set enqueue properties – sets the enqueue properties for the sessions (required skills and priority), if any.
- IVR – interprets and executes OneXML scripts, providing IVR capabilities.
Relations to other modules
- Script Engine – BaseService: receive System and Instance boot and shutdown requests. Get storage and location information.
- Script Engine – Router: receive RunScript requests. Send AssignService, Enqueue, Re-Enqueue and LastAgent and requests. Register for No Agents On Service notification.
- Script Engine – ServerManager: send requests for operations over sessions (park, overflow, reject, record) and send, reply and forward emails.
- Script Engine – Statistics: get real-time statistics.
- Script Engine – Notifier: Register for and receive configuration changed notifications.
- Script Engine – Timer: set timers for periodic tasks. Receive the respective callbacks.
- Script Engine – Provisioning database: read and write configuration and runtime information.
- Script Engine – System database: read and write runtime information.
- Script Engine – SNMP Trap Receiver: send SNMP Traps upon anomalous situations.
- Script Engine reads OneXML script and configuration files from the file system storage.
Performance & Scalability
- Script Engine scales horizontally by adding more machines to a load balancing farm.
- The Script Engine CPU usage and memory stress are affected by the number of instances, sessions in queue and script complexity.
N + 1 redundancy or failover cluster.
- Script Engine can be deployed in Intel x64 or AMD machines running Windows Server 2016.
- Script Engine is deployed as a windows service.