Tips And Tricks; Load Protection; Configuring Text Blocks - Avaya Customer Interaction Express 1.0 User Manual

Tips and tricks

Load protection

The process kernel and UMR task server communicate with each other directly. The process kernel
defines how many new messages the UMR task server can send per topic. In general, the process kernel
is notified of all new messages received by the UMR task server when they are received. If the two process
kernels and vectors are fully utilized at that moment, only the events necessary for reporting are forwarded
to them. The task itself becomes inactive until emails in vectoring have been routed and the value falls
below the threshold value. Emails in the kernel process and vectors are qualified in the task flow scope.
Inactive emails are subsequently sent according to the first-in first-out principle. The threshold values are
fixed and cannot be influenced externally.
Exception
When new messages are signaled, the kernel process checks (assuming the correct topic configuration)
whether the messages can be delivered directly to the current agent/last agent/preferred agent without
going through vectoring.
Additional precautions
You can take additional precautions.
• Limit the maximum email size (UMR Administrator)
• Limit the maximum number of emails/topics (UMR Administrator)
• Define threshold values for the database to prevent additional emails from being received if the
values are exceeded.

Configuring text blocks

You can configure text blocks using the Textblock Administrator module.
To do so, you must have the Textblock Administration privilege.
For more information, see the following documentation.
• Customer Interaction Express 1.0 Textblock Administrator user manual
• Customer Interaction Express 1.0 Web Client user manual
Setting up UMR
Edition: 1.1 03/08/2007 307