Archive for December, 2024

AutoBridge Supports Database Logging

Posted: December 22, 2024 in News
0

AutoBridge now supports the bridging information logging to database. The database table has the fields in the following table. After the integration, you can easily search Crisis Alert logging in the Splunk or in the database. If you want a trial, please contact us.

Specific parameters for database logging are explained in more details as follows:

ab_dbdsn: The ODBC DSN for the database connection
ab_dbusername: The username to connect to the database
ab_dbpasswd: The password to connect to the database
ab_dbtable: The table name for AutoBridge logging. By default, it is called tBridgeLog
ab_dberrfile: The error file to store the log if the database if found connection error
ab_dbtest: true or false to turn on database connection testing.

AvayaMonitor Supports CM OSSI Integration

Posted: December 20, 2024 in News, TSAPI
0

The AvayaMonitor has enhanced to support integration with Avaya CM using the OSSI interface. Currently, the following CM objects can be monitored by AvayaMonitor. Also, the dashboard can be easily created using Nagios Monitoring tool. If you want to have a trial, please contact us.

  • CM AE Svcs CTI Link
  • CM Processor Channels

bcmsSVR Reports with AUX Reason Codes

Posted: December 7, 2024 in BCMS, TSAPI
0

bcmsSVR can integrate with ctiSVR now to get AUX reason codes for two real-time reports. This makes the two real-time reports have similar look and feel as CMS reports. The JSON format of the two reports are illustrated as follows. We can use Grafana to query the two reports and produce useful and beautiful dashboards. You can reference this for using Grafana to monitor call center.

1. monitor bcms split status (real-time)

{
  "msgtype": "response",
  "id": "",
  "result": "success",
  "report": "bcmsmonitorsplitstatus",
  "acd": 5,
  "timestamp": 1733519669,
  "list": [
    {
      "split": "123",
      "splitName": "ABC",
      "callsWaiting": 0,
      "oldestCallWaiting": 0,
      "acceptableServiceLevel": 20,
      "percentWithinServiceLevel": -1,
      "agentsStaffed": 1,
      "agentsAvailable": 0,
      "agentsACD": 0,
      "agentsACW": 0,
      "agentsAUX": 1,
      "agentsAUX0": 0,
      "agentsAUX1": 0,
      "agentsAUX2": 0,
      "agentsAUX3": 1,
      "agentsAUX4": 0,
      "agentsAUX5": 0,
      "agentsAUX6": 0,
      "agentsAUX7": 0,
      "agentsAUX8": 0,
      "agentsAUX9": 0,
      "agentsExtnCalls": 0,
      "agentsOthers": 0,
      "avgSpeedAns": 0,
      "abandonCalls": 0,
      "avgTimeAbandon": 0,
      "acdCalls": 0,
      "avgTimeTalk": 0,
      "avgAfterCall": -1,
      "agent": [
        {
          "agentName": "YP",
          "agentID": "19900",
          "extension": "10001",
          "state": "AUX",
          "reasoncode": "3",
          "time": "5:14",
          "duration": 29,
          "acdCalls": 0,
          "extInCalls": 0,
          "extOutCalls": 0
        }
      ]
    }
  ]
}

2. monitor bcms split sla (real-time with day summary)

{
  "msgtype": "response",
  "id": "",
  "result": "success",
  "report": "bcmsmonitorsplitsla",
  "acd": 5,
  "timestamp": 1733519846,
  "split": "123",
  "serviceName": "ABC",
  "callsWaiting": 0,
  "oldestCallWaiting": 0,
  "displayOldestCallWaiting": "00:00",
  "agentsStaffed": 1,
  "agentsAvailable": 0,
  "agentsACD": 0,
  "agentsACW": 0,
  "agentsAUX": 1,
  "agentsAUX0": 0,
  "agentsAUX1": 0,
  "agentsAUX2": 0,
  "agentsAUX3": 1,
  "agentsAUX4": 0,
  "agentsAUX5": 0,
  "agentsAUX6": 0,
  "agentsAUX7": 0,
  "agentsAUX8": 0,
  "agentsAUX9": 0,
  "agentsExtnCalls": 0,
  "agentsOthers": 0,
  "acdCalls": 0,
  "abandonCalls": 0,
  "avgSpeedAns": 0,
  "displayAvgSpeedAns": "00:00",
  "avgTimeAbandon": 0,
  "displayAvgTimeAbandon": "00:00",
  "avgTimeTalk": 0,
  "displayAvgTimeTalk": "00:00",
  "totalTimeAfterCall": 0,
  "displayTotalTimeAfterCal": "00:00",
  "percentWithinServiceLevel": -1,
  "acdCallsDay": 0,
  "abandonCallsDay": 0,
  "avgSpeedAnsDay": 0,
  "displayAvgSpeedAnsDay": "00:00",
  "avgTimeAbandonDay": 0,
  "displayAvgTimeAbandonDay": "00:00",
  "avgTimeTalkDay": 0,
  "displayAvgTimeTalkDay": "00:00",
  "totalTimeAfterCallDay": 18000,
  "displayTotalTimeAfterCallDay": "300:00",
  "percentWithinServiceLevelDay": -1,
  "flowIn": 0,
  "flowOut": 0,
  "totalTimeAuxOther": 0,
  "displayTotalTimeAuxOther": "00:00",
  "avgStaff": 1,
  "agent": [
    {
      "agentName": "YP",
      "agentID": "19900",
      "extension": "10001",
      "state": "AUX",
      "reasoncode": "3",
      "time": "5:14",
      "duration": 206,
      "acdCalls": 0,
      "extInCalls": 0,
      "extOutCalls": 0,
      "acdCallsDay": 0,
      "avgTalkTimeDay": 0,
      "totalACWDay": 18000,
      "totalAvailableTimeDay": 0,
      "totalAuxOthersDay": 0,
      "extnCallsDay": 0,
      "avgExtnTimeDay": 0,
      "totalTimeStaffedDay": 18000,
      "totalHoldTimeDay": 0
    }
  ]
}