Trial Licenses

Posted: June 1, 2018 in News

We offer a 30-days free trial, please send us your company name and MAC address of the server that installed our tool for the application of the trial license. Our email address is service@upinget.com. You can install the tools by yourself or using our VMWare OVA images for the trial, please let us know and we will send you the download URL. If you use docker container, you can get the docker images from docker hub.

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CallAnalytics 2.1.3 Released

Posted: December 30, 2022 in News, TSAPI

CallAnalytics 2.1.3 just released, this version has the following updates.

1. Add origcli and origdnis in the callinfo API call. The extension active and cache map will be searched at the same time.
2. Add outbound matched with moving average abandon call flag and log it to the splunk.
3. Add outbound matched with moving average abandon call flag and log it to the database.
4. Supports new function queryagentstate to query agent state from AES.
5. ForceUpdateAgentID() for VDN call for Delivered and Established events.
6. Calls the TCPGateManager to reload function when the reload command is executed to refresh the email notification parameters.

Survey Manager

Posted: October 12, 2022 in Analytics, TSAPI

Twilio is a good platform for omnichannel communication. You can conduct an SMS survey with Twilio Studio such as this. We have implemented a SurveyMgr server module that can provide a REST interface for customers to trigger an SMS survey. That survey can be a Twilio Studio SMS survey or a customized one created by the customers. We also integrate the SurveyMgr with CallAnalytics server module, which can trigger an SMS survey after a VDN call is disconnected. This is very useful when SMS surveys can be triggered automatically and results can be collected in the database.

We also integrated the SurveyMgr with CSAT Survey using Asterisk IVR. The result of the CSAT Survey of Asterisk IVR can be written to the SurveyMgr database immediately after the survey is finished.  

For more information, please contact us by email service@upinget.com.

ctiSVR 1.3.1 Released

Posted: August 4, 2022 in News, TSAPI

ctiSVR 1.3.1 just released, this version has the following updates:

1. Supports SQLite as the configuration database.
2. Supports ivrSVR 64bit under the Windows and CentOS 64bit distribution.
3. Check the CSTA_FAILED event for transfer, conference, pinver, makephantomcall and makecallbackcall APIs to speed up the progress.
4. Check the UNIVERSIAL_FAILURE_EVENT to speed up the queryagentlogin.
5. Supports openurl event for calltoui.exe to do screen pop URL.
6. Fixed the userdata API userdata JSON structure issue.
7. Add email notification for TSAPI/DMCC link up/down and temp license expiration.
8. Add API dispconnection to display the number of JSON and API connection.

CallAnalytics 2.1.2 Released

Posted: June 12, 2022 in News, TSAPI

CallAnalytics 2.1.2 just released, this version has the following updates.

1. Keep the call state for the hold call and active call during call transfer before log the details to database and Splunk.
2. Update the hold duration for hold call of the transfer call.
3. Update the releasing device for the active call of the transfer call.
4. Supports 64bit Windows and CentOS/RedHat versions
5. The qacdsplit, qtrunkgroup, callaban, callqueue, callanswer and shortduration APIs supports multiple object that delimiter by “;”.
6. The splitskillstatus API with additional fields such as agentsacdin, agentsacw, agentsaux, AUX0-AUX9 total.
7. The listagent API with additional fields AUX0-AUX9 total.
8. The vdnreport API supports mulltiple object that delimiter by “;”.
9. The vdnreport is.interval field is wrongly use the moving average interval and it is fixed.
10. Creation of callaban json file for integration with other systems.
11. Transfer call from VDN call, the first transferring call will be counted as ended. The second call will not be counted in the VDN.
12. Supports ca_privatedataversion, ca_ueventworkersize and ca_ueventbuffersize parameters.

CallAnalytics can integrate with Grafana now! We can produce useful dashobards for Avaya call center by the integration. Traditionally, you cannot see which customer is waiting in queue, which one is abandoned and which one is disconnected right after an agent is connected using standard Avaya reports. Now you can see them in the Grafana. Here is the screen. You can contact service@upinget.com for more information.

clintSVR 2.1.0 Released

Posted: May 8, 2022 in CMS, News

clintSVR 2.1.0 just released, this version has the following updates.

1. Supports pull method under the on demand reporting feature. The number of connection to the CMS is controlled by the parameter cs_sshpool.
2. Supports SQLite as the configuration database.
3. Supports 64bit Windows binaray.
4. Fixed a bug that “too many open files error” reported by SSH library due to enable the pty option.
5. A parameter cs_rtreportcachetime is introduced for caching of real time report. The default caching time is 15 seconds. Only pull mode reports are supported.

The clintSVR also have integration with Grafana, you can create dashboards easily. For examaple, we have created sample dashboards using such integration.

AvayaECHI 1.2.0 Released

Posted: May 7, 2022 in CMS, News

AvayaECHI 1.2.0 just released, this version has the following updates:

1. Supports upload of JSON files to AWS S3.
2. Supports database table customization. A parameter called echi_remotedb_customized is introduced.
3. echi_delimiter is introduced to override the default delimiter of the converter.
4. Avaya APS converter now has apsr18 and apsr18ca versions.
5. Add new console command “sftp enable” and “sftp disable” to enable and disable sftp temporary.
6. Add new console command “scandir enable” and “scandir disable” to enable and disable scandir temporary.
7. Add new parameter “echi_archive_appenddatetime” to append date time for archiving of ech file after sftp and scandir.
8. Supports 64bit Windows version.

CallAnalytics 2.1.1 Released

Posted: March 20, 2022 in News, TSAPI

CallAnalytics 2.1.1 just released, this version has the following updates.

1. Add fields extension, origextension, origagentid, origvdn and origsplit to splunk events.
2. Fixed the callinfoext without endtime for transfer call.
3. Add fields extension, origextension, origagentid, origvdn, type (vdn/extension) and map (active/cache) in the REST callinfo response message.
4. Supports SQLite as the configuration database.
5. Supports cacti interface for API CTI functions and events notification integration.
6. Supports caws interface for WebSocket CTI functions and events notification.
7. Supports callinfo API searching from the cache map.

Simple WFH Solution

Posted: March 15, 2022 in TSAPI

If you are using old Avaya CM that you can’t use IP softphones for your home agents, you can try AutoBridge. AutoBridge is a CTI module that monitors a pool of agent physical phones and conferences agent’s mobile when the any of the phones is engaging a call. Under this situation, an agent simply required a notebook / home computer, a VPN account and a mobile phone can work as a home agent. All recordings of the phones in the call center still recording by your existing solution, no big investiment to enable the WFH solution.

AvayaECHI and CloudCDR Supports AWS

Posted: November 5, 2021 in Avaya CDR
 

AvayaECHI and CloudCDR now supports upload of ECH or CDR files to AWS S3. In the S3, you can configure trigger to execute Lambda function to insert the data to database such as Dynamodb. If you have such use cases and want a trial, please contact us by email.