OneContact Application Server - Script Engine

Launches and controls routing scripts, providing script logic and configuration caching.

 

Functions

  • 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.

 

ScriptEngine.png

 

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.

 

Redundancy

N + 1 redundancy or failover cluster.

 

Deployment

  • Script Engine can be deployed in Intel x64 or AMD machines running Windows Server 2016.
  • Script Engine is deployed as a windows service.