Archive for March, 2022

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.