Trial Licenses

Posted: June 1, 2018 in News

We offer 30 days free trial, please send us your company name and MAC address of the server that installed our tool for the application of a trial license. Our email address is service@upinget.com. We also prepared two VMWare OVA images for the trial, please let us know if you are interested and we will send you the download URL. If you use docker container, you can get the images from docker hub.

The CTI OVA image is built using CentOS6 and it contains the following tools:

Tool & Console Port number
CallAnalytics 14003
RouteMgr 14005
AvayaMonitor 14008
CallGen 14009
ivrSVR 14012
uuiSVR 14014
AutoBridge 14022
AgentLightSVR 15012
QueueLightSVR 15013
AutoAnswer 16012

The CM OVA image is built using Ubuntu 18.04 and it contains the following tools: 

Tool & Console Port number
AvayaCDR 14004
clintSVR 14011
AvayaECHI 14016
bcmsSVR 14017
cloudCDR 15004

AstLogger 1.4.14 Released

Posted: February 15, 2021 in News, TSAPI

AstLogger 1.4.14 just released. The updates are

1. Increase buffer size from 1024 to 4096 for bigger CSTA and Private data events.
2. Fine tune the stream checking to avoid false alarm detection.
3. Change TSAPI event notification method from acsSetESR to acsEventNotify.
4. Update the AstLogger web pages to align with DMCCLogger web pages.
5. Update the t_astcalldata with logger id field and merge the t_astappdata call data fields.
6. Display call end party on the call search web page.

Grafana is a great analytics platform, we can use Open Source Grafana to monitor Avaya Call Center. We have several tools that can integrate with Avaya via the Avaya CM, AES and CMS interfaces to get real-time and history data. This post illustrates the step by step procedure to use Grafana and these tools to produce a lot of useful real time dashboards for Avaya call center. These dashboards including

  • Real-time Trunk Report – Incoming calls of a call center firstly hit the trunks of the call center. We can use bcmsSVR to monitor the real-time trunk status. The dashboard will show how many trunk members are idle, in used or in unknown status.
  • Real-time VDN Report – Individual incoming call then reached a VDN and a vector is executing to route the call. We can use bcmsSVR to monitor the real-time VDN status. The dashboard will show number of calls waiting, number of ACD calls handled, the average talk time, etc.
  • Real-time Queue Report – The call then routed to Queue and finally delivered to an agent. We can use bcmsSVR to monitor the real-time Queue status. The dashboard will show number of calls waiting, number of agent staffed and the number of agent in different ACD status, etc.
  • Real-time KPI Report – The KPI dashboard will show the KPI performance of an specific Queue, it contains data such as Calls Waiting, Oldest Calls Waiting, ACHT and Service Level, etc.
  • Real-time Call Queue Report – To identify which customer is waiting in the queue and showing the waiting time and position of the caller is critical to improve customer service. We can use CallAnalytics to get data such as the caller, VDN, and waiting time of all customers waiting in a specific VDN.
  • Real-time Call Answer Report – This report will show all the customers who is talking to the agents for a specific VDN. We can use CallAnalytics to get data such as caller, VDN and answering time of the calls.
  • Real-time Agent Report – A Queue is a logical unit for Automatic Call Distribution. There are numerous of agents login to ACD to handle the calls. We can use the bcmsSVR to monitor the real-time Queue status. The dashboard will show all agents in the Queue and their real-time status.
  • Intra-day VDN Report – We can use bcmsSVR to get interval (24 hours / 12 hours) report of a specific VDN.
  • Intra-day Queue Report – We can use bcmsSVR to get interval (24 hours / 12 hours) report of a specific Queue.

We have successfully integrated bcmsSVR and CallAnalytics with Grafana using JSON API developed by Marcus Olsson.  Please follow the procedure to install the API. 

First, we add the JSON API as data source for different bcmsSVR and CallAnalytics API. These API include

  • bcmsSVR statustrunk JSON API
  • bcmsSVR bcmsmonitorvdn JSON API
  • bcmsSVR bcmsmonitorsplit JSON API
  • bcmsSVR bcmsmonitorsystem JSON API
  • bcmsSVR bcmslistvdn JSON API
  • bcmsSVR bcmslistsplit JSON API
  • CallAnalytics callqueue JSON API
  • CallAnalytics callanswer JSON API

Second, we add the panels one by one and the screen dump of these panel configurations as follows

  • Trunk Panel
  • VDN Panel
  • Queue Panel
  • Call Queue Panel
  • Call Answer Panel
  • KPI Panel
  • Agent Panel
  • VDN Intra-day Panel
  • Queue Intra-day Panel

The final output of the dashboard by grouping the panels together

If you are interested the integration of Grafana with Avaya, you can contact us directly. Our contact is service@upinget.com. Have fun!

Splunk App CallAnalytics v1.0.1

Posted: January 31, 2021 in BCMS, News

Splunk App CallAnalytics v1.0.1 just released. It supports 

  • Queue Real-time Dashboard
  • VDN Real-time Dashboard
  • Agent Real-time Dashboard
  • Trunk Real-time Dashboard
  • Call Search 
  • Attendance Search 

You can find the new screen dumps as follows:

DMCCLogger 1.0.7 Released

Posted: January 27, 2021 in DMCC, News

DMCCLogger 1.0.7 just released, this version has the following updates.

1. Add linkstatus API to check link status.
2. Writes the logger id to the t_astcalldata table to support centralized database.
3. Fixed a bug that singlestep conference call failed due to change of call id.
4. Fixed a bug that call file is spited for conference call.
5. Migrate PHP mysql to mysqli package.
6. Remove support of IE for call playback, the library SoundManager has removed.
7. Support Ubuntu 18.04 and 20.04 distribution.

bcmsSVR 2.1.1 Released

Posted: January 27, 2021 in BCMS, News

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

1. Add statushuntgroup REST API, also the data is written to Splunk and Kafka interfaces.
2. Add addhuntgroupmember, deletehuntgroupmember REST API.

AvayaECHI 1.1.16 Released

Posted: January 27, 2021 in CMS, News

AvayaECHI 1.1.16 just released, this version has the following updates:

1. Fixed memory leakage when remote SFTP host is not reachable.
2. Check if the local directory has regular files before opening an upload sftp session.
3. Fixed the event time incorrect issue for Splunk HEC method.
4. Supports Ubuntu 18.04 or version above.

ctiSVR 1.2.14 Released

Posted: January 4, 2021 in News, TSAPI

Happy New Year! ctiSVR 1.2.14 just released, this version has the following updates:

1. Supports bulk version of queryacdsplits(), querydeviceinfos() and queryagentstates() API.
2. Fixed the segmentation fault which is caused by multiphe threads accessing the tsapi event array.
3. Supports DMCC Physical Device Services and Events. New APIs getbuttoninformation(), getlampmode(), buttonpress(), getdisplay(), sethookswitchstatus(), gethookswitchstatus(),
getringerstatus(), getregistrationstate(), validatedevicesecuritycode(), changedevicesecuritycode() and getlinkstatus() are supported.
4. Supports splitskillstatus() API.
5. Supports HookswitchEvent, DisplayUpdatedEvent, RingerStatusEvent and LampModeEvent in XML and JSON formats.
6. The ivrSVR uses the LampModeEvents to enhance the determination of the agent state for the splitskillstatus() API.

Splunk App AvayaCDR

Posted: November 16, 2020 in Avaya CDR, News

We have created a Splunk App called Avaya CDR, the current version of the app is 1.0.1. You can download the app free from here. After download, use the Splunk Manage App function to upload the file avayacdr[version].tar.gz into Splunk. Then enable the Splunk HTTP Event Collector Global Setting. Also update the parameters of  AvayaCDR with the the following console commands:

  • update parameter cdr_splunkdataformat json
  • update parameter cdr_splunkhecchannel f809f862-85c4-45df-b8e6-d66d26fd6eb0
  • update parameter cdr_splunkhectoken f809f862-85c4-45df-b8e6-d66d26fd6eb0
  • update parameter cdr_splunkhecurl http://127.0.0.1:8088/services/collector
  • update parameter cdr_splunkprotocol hec
  • reload

When you send the CDR to this Splunk App, you can see the following Call and International dashboards. Enjoy!

bcmsSVR 2.1.0 Released

Posted: November 1, 2020 in BCMS, News

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

1. Add admin API list/add/delete report.
2. Add admin API updatelicense/displaylicense.
3. Add admin API list/add/delete acd.
4. Add admin API list/add/delete/update parameter.
5. Add admin API reload parameter.
6. Add admin API add/delete/test/list email.
7. Add admin API emailconfig to update email email configuration.
8. Add function to add/remove/change agent.
9. The function changebasicbasic added autoanswer parameter.
10. Login function support password together with pin.
11. Send log to Splunk stopped for bcmsList functions after server is restarted is fixed due to incorrect timestamp read from database after program restart.
12. Change the maximum ACD connection pool size from 10 to 15.
13. Addition of ACD connection to connection pool in the reload function without restart of the program.
14. Supports sending the data to Kafka.
15. Supports “list measurement trunk-group hourly” and “list measurement trunk-group summary” reports.

Splunk App CallAnalytics

Posted: October 3, 2020 in BCMS, News

We have created a Splunk App called Call Analytics, the current version of the app is 1.0.0. You can download the app free from here. After download, use the Splunk Manage App function to upload the file callanalytics[version].tar.gz into Splunk. Then enable the Splunk HTTP Event Collector Global Setting. Also update the parameters of CallAnalytics with the the following console commands:

  • update parameter ca_splunkdataformat json
  • update parameter ca_splunkhecchannel 13de7dd2-f05d-43b6-9a87-7f322b819275
  • update parameter ca_splunkhectoken 13de7dd2-f05d-43b6-9a87-7f322b819275
  • update parameter ca_splunkhecurl http://127.0.0.1:8088/services/collector
  • update parameter ca_splunkprotocol hec
  • reload

Lastly add your splitskillstatus, agentsnapshot and vdnsnapshot, qacdsplits, qtrunkgroup reports into CallAnalytics, you will find the following dashboards in Splunk. Enjoy!