CMSSupervisorAutomation

VB.Net code for interfacing with Avaya's CMS Supervisor call center management software. Testing was performed using CMS Supervisor R19.

Example

The example below establishes a connection to both an MS Access database and a CMS server. After setting up the connections, it triggers a report generation based on selected date ranges and finally, disconnects from the CMS server.

• Initializes a connection to an MS Access database using the given path: "PATH_TO_ACCESS_DB.accdb".
• Initializes a connection to the CMS server with specified server details and user credentials.
• Connects to the CMS server.
• Calls the RunMyCMSReport method of the Reporting class to generate a report. The report is based on the date range selected using startDateTimePicker and endDateTimePicker controls.
• Disconnects from the CMS server.

Private Sub RunReportButton_Click(sender As Object, e As EventArgs) Handles RunReportButton.Click

    Dim access As New MSAccessConnection("PATH_TO_ACCESS_DB.accdb")

    Dim connection As New CMSSupervisorConnection("CMS_SERVER", 2, "Username", "Password")
    connection.Connect()

    Reporting.RunMyCMSReport(connection,
        access, 
        startDateTimePicker.Value.ToString("M/d/yyyy"),
        endDateTimePicker.Value.ToString("M/d/yyyy")
    )

    connection.Disconnect()

End Sub

Considerations

• Ensure the path to the MS Access database ("PATH_TO_ACCESS_DB.accdb") is valid and accessible.
• The logic in the RunMyCMSReport method should be tailored to your CMS report as well as the database table you have implemented.
• The server address, ACD number, and user credentials for the CMS server should be valid to establish a successful connection.
• Date range is selected using startDateTimePicker and endDateTimePicker controls, and it's essential they are correctly set before triggering this method.

CMSSupervisorConnection Class

This class is used to establish and manage a connection with the CMS server.

Properties

• _serverAddress (String): Address of the server.
• _acd (Integer): ACD number.
• _userName (String): User name for connection.
• _password (String): Password for connection.
• _cvsApp (ACSUP.cvsApplication): CVS Application instance.
• _cvsConn (ACSCN.cvsConnection): CVS Connection instance.
• _cvsSrv (ACSUPSRV.cvsServer): CVS Server instance.

Constructor

Public Sub New(ByVal serverAddress As String, ByVal acd As Integer, ByVal userName As String, ByVal password As String)

Constructor for the CMSSupervisorConnection class. Initializes any default values, sets up required configurations, and prepares the instance for communication with the CMS server.

• serverAddress: The hostname or IP address of the CMS server.
• acd: The Automatic Call Distributor (ACD) number. Represents the ACD system number on the CMS which the connection is intended for.
• userName: The username used for authentication.
• password: The password used for authentication.

Methods

Public Sub Connect()

Establishes the connection to the CMS server using provided credentials.

Public Sub Disconnect()

Disconnects and releases the resources associated with the CMS server connection.

Public Function ExecuteQuery(reportPath As String, reportParams As Dictionary(Of String, String), timeZone As String) As String

Executes a report query on the CMS server and returns the result as a string.

• reportPath: Path to the desired report.
• reportParams: Key-value pairs of parameters for the report.
• timeZone: Time zone for the report (pass empty string if the report does not implement time-zone).

MSAccessConnection Class

This class provides a connection to a Microsoft Access database.

Properties

• _dbFilePath : A string indicating the path to the Microsoft Access database file.

Methods

Public Function QueryIntoDataTable(sql As String) As DataTable

Connects to the MS Access database and fetches the data as per the provided SQL query into a DataTable.

• sql: A SQL query string to fetch data from the database.
• Returns: A DataTable object containing the result of the query.

Public Sub ExecuteSql(sql As String)

Connects to the MS Access database and executes the provided SQL command, which is typically used for non-query operations like Insert, Update, and Delete.

• sql: A SQL command string for database operation.

Reporting Class

This class provides example methods for generating different types of reports.

Methods

Public Shared Sub RunSkillSummary(cms As CMSSupervisorConnection, access As MSAccessConnection, startDate As String, endDate As String)

This method is designed to process and insert skill summary reports into an MS Access database from the data extracted using a CMS server connection.

• cms: CMSSupervisorConnection object.
• access: MSAccessConnection object.
• startDate: Start date for the report.
• endDate: End date for the report.

1.) Date Loop:

• The method starts by setting the sDate (current processing date) to startDate.
• There's a loop that processes data for each date from startDate to endDate.

2.) Data Extraction and Insertion:

• For each date in the loop:
  • The method checks if there's already existing data for the current date (sDate) in the Access database. If not:
    • It fetches the skill summary data for the current date from the CMS server using the cms.ExecuteQuery method.
    • This data is then parsed and split into individual lines.
    • The relevant line containing data fields is then split into individual fields.
    • An SQL INSERT statement is constructed using these fields and then executed to insert the data into the DATA_Skill_Summary table in the Access database.

3.) Date Increment:

• After processing for the current date is completed, sDate is incremented by 1 day.
• The loop continues until all dates from startDate to endDate have been processed.

4.) After all dates have been processed, a final SQL statement (Execute []) is executed on the Access database.