Due to inflation and many product feature enhancements of our products over the past few years, we decide to increase our product pricing this year. With immediately effective, we have updated our product pricing on the website. You can check the new pricing here.
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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AvayaECHI 1.2.1 just released, this version has the following updates:
1. When echi_converter parameter is changed, reload the supported ECHI header.
2. Fixed license key reload issue when the company name is the same as before.
3. Fixed Splunk HEC event timestamp when the parameter echi_splunk_hectimestamp changed to local (non-UTC) segment time.
4. Fixed unix timestamp fields in the database when converting the UTC segment time.
5. When ECH ASCII file with no header is provided, the DISPOSITION field name is changed to CALL_DISP. This is applied to the APS converted ASCII file.
6. When ECH ASCII file with no header is provided, the FIRSTIVECTOR field name is changed to FIRSTVECTOR. This is applied to the APS converted ASCII file.
AvayaCDR 1.5.24 just released, this version has the following updates.
1. Lock the remote DB object before testing and writing.
2. Supports 64-bit AvayaCDR and cloudCDR Windows binary.
3. The console can accept multiline commands.
4. Enable saving of JSON data to a local file of a directory that can be defined by a parameter.
Grafana Loki is similar to Splunk, but it is an affordable solution for log data. Granfa offers a Cloud Free account, you can send 50GB of logs to the Grafana cloud for free. This post illustrates the setup of AvayaCDR and AvayaECHI tools and sends the data to Grafana Cloud using the tool Promtail.
update parameter cdr_splunkdataformat json update parameter cdr_splunklogdir /var/log/avayacdr/splunk/
mkdir /var/log/avayacdr/promtail vi /var/log/avayacdr/promtail/config.yaml
server: http_listen_port: 0 grpc_listen_port: 0 positions: filename: /tmp/positions.yaml clients: - url: https://User:<Your Grafana.com API Key>@logs-prod-us-central1.grafana.net/loki/api/v1/push scrape_configs: - job_name: avaya static_configs: - targets: - localhost labels: job: cdr __path__: /var/log/avayacdr/splunk/*.txt pipeline_stages: - json: expressions: output: event timestamp: time - timestamp: source: timestamp format: Unix
cd /var/log/avayacdr/ docker run -d --restart unless-stopped --name promtail_cdr --volume "$PWD/promtail:/etc/promtail" --volume "/var/log/avayacdr:/var/log/avayacdr" grafana/promtail:latest -config.file=/etc/promtail/config.yaml
update parameter echi_splunk_dataformat json update parameter echi_splunk_logdir /var/log/avayacdr/splunk/
mkdir /var/log/avayaechi/promtail vi /var/log/avayaechi/promtail/config.yaml
server: http_listen_port: 0 grpc_listen_port: 0 positions: filename: /tmp/positions.yaml clients: - url: https://User:<Your Grafana.com API Key>@logs-prod-us-central1.grafana.net/loki/api/v1/push scrape_configs: - job_name: avaya static_configs: - targets: - localhost labels: job: echi __path__: /var/log/avayaechi/splunk/*.txt pipeline_stages: - json: expressions: output: event timestamp: time - timestamp: source: timestamp format: Unix
cd /var/log/avayaechi/ docker run -d --restart unless-stopped --name promtail_echi --volume "$PWD/promtail:/etc/promtail" --volume "/var/log/avayaechi:/var/log/avayaechi" grafana/promtail:latest -config.file=/etc/promtail/config.yaml
Select the Grafana and click Explore, you can explore your CDR and ECHI data.
Once the data is ready in Loki, you can select your data by LogQL and create dashboards very easily. For example, the following dashboard shows the number of CDR records over the time range selected.
We will create another post to illustrate how to use LogQL to select the data and create useful dashboards.
If you have questions about the integration, feel free to contact our support.
This post intends to provide a details procedure to illustrate how easy to add dashboards for Avaya call centre monitoring using clintSVR and bcmsSVR. If you have further questions, you can contact our support by email.
Assuming you have installed Grafana, clintSVR / bcmsSVR and they are working properly.
Firstly, install JSON API data source for Grafana, you can find the plugin by this link and the installation guide is here.
Secondly, enable the RESTful interface port of clintSVR / bcmsSVR.
The command for clintSVR is
add tcp 8099 * * custom clintcgi
The command for bcmsSVR is
add tcp 8088 * * custom bcmsrest
To verify the RESTful interfaces are working properly, we can add a report to clintSVR and bcmsSVR and use a web browser to query the report via the RESTful interfaces. For example, we can add a trunkgroupreport in clintSVR and a statustrunk report in bcmsSVR.
The command for clintSVR is
add trunkgroupreport 5 5 5 Apple_Trunk ** add the trunkgroupreport for acd 5, trunk group 5 and refresh rate 5 seconds
The command for bcmsSVR is
add statustrunk 5 5 5 Apple_Trunk ** add the statustrunk report for acd 5, trunk group 5 and refresh rate 5 seconds
Once confirmed the RESTful interface of clintSVR / bcmsSVR is ready, we can configure the Grafana Data Sources.
Add a data source using JSON API for clintSVR now. For example, to add the clintSVR trunkgroupreport RESTful interface. The following screen dump is for your reference.
To add the bcmsSVR statustrunk RESTful interface, the following screen dump is for your reference.
We can add the Grafana dashboard now.
To monitor real-time trunk group reports using clintSVR. Please provide the acd and trunkgroup Params for the ClintSVR TrunkGroupReport JSON API. The following screen is for your reference.
The Fields mapping is
If we want to transform the data according to our requirements, add Transform.
Click the Apply button and you can see the Dashboard like this
To monitor real-time trunk reports using bcmsSVR. Please provide the acd and trunk Params for the bcmsSVR StatusTrunk JSON API. The following screen is for your reference.
The Fields mapping is
If we want to transform the data according to our requirements, add Transform.
Click the Apply button and you can see the Dashboard like this
Both clintSVR and bcmsSVR support metrics API in the format of Grafana Prometheus. You can use Prometheus to poll the metrics API in order to build the time series dashboard. The setup procedure is simple. You can follow this guide to install Prometheus first. Then modify the Prometheus config to poll the metrics data from clintSVR and bcmsSVR. For example, the config in our lab is
Add the Prometheus data source, the address is http://localhost:9090
You can add time series clintSVR dashboard now. Since we have added the trunkgroupreport to clintSVR, you can add the time series trunk group dashboard by selecting the appropriate parameters
Click the Apply button and you can see the Dashboard like this
For the bcmsSVR time series trunk dashboard, we can add a dashboard with the following parameters
Click the Apply button and you can see the Dashboard like this
It is very easy to add Avaya real-time dashboard using Grafana and clintSVR / bcmsSVR. if you want to get more information, please contact our support.
bcmsSVR 2.2.0 just released, this version has the following updates.
1. Supports using SQLite as the configuration database. The deployment for Linux does not require MySQL database.
2. Supports 64-bit Windows binary.
3. Add splitName mapping in the displayagent API.
4. Implements database function for the API bcmsonitorsplitsla.
5. Add parameter bcms_sslmethod to indicate SSL method for RESTS API connection.
6. Add parameters bcms_sslmethodminversion and bcms_sslmethodmaxversion to control the SSL minimum and maximum version.
7. Add parameter tg_telnetbindip to bind the telnet port to a specific IP address. For example, 127.0.0.1
8. Supports multiline commands by the tcpgate console.
Recently, we have implemented a project to route call center calls by Asterisk. The Asterisk integrates with SmartRoute module to route incoming calls based on agent availability and duty roster data. For example the following scenarios:
If you are looking for a similar solution, please contact us.
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.
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 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.
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