• Contents

Efficiency Practices

Minimize lookup steps by writing values to call attributes

Avoid repeatedly looking up Directory Services/Registry information by assigning the information to call attributes. Simply retrieve the attribute at any time in any other handler when you need the information again about the call.

Use accumulators as fast lookup variables

If the database state does not change often, make your database driven handlers more efficient by avoiding lookups for every call by storing the state in accumulators and then looking at the value of the accumulator for every call. A good example of this would be storing queue open and closed times in a database and then creating a handler that periodically does the database lookup and stores the value in an accumulator. These handlers would deal with incoming calls then only look at the accumulator rather than performing the disk intensive DB lookup themselves.

This type of design is especially useful for systems that handle large volumes of calls. A variation of this design is to use registry entries to store and retrieve the values. The point is to try to minimize disk intensive tasks with every call.

ACD Queue Tips

Database Practices

Documentation Practices

General Handler Authoring Practices

Handler Best Practices

Limiting the Impact on Interaction Processor

Overall Project Tips

Overview of Building Handlers and Subroutines


Troubleshooting Tips