Archive for the ‘BCMS’ Category

bcmsSVR 2.1.2 Released

Posted: March 18, 2021 in BCMS, News

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

1. Supports Grafana and Prometheus integration by metrics REST API.
2. The bcmsmonitorsystem and bcmsmonitorvdn allow multiple objects that the input object length over 44 characters long.
3. The listtrunk, listhunt and listvdn REST API support filter options for Grafana integration.
4. The bcmsmonitorsystem, bcmsmonitorsplit, bcmsmonitorvdn and statustrunk supports mulitple object format that sent from Grafana.

After successfully integration of bcmsSVR with Grafana, we continue to enhance our products to support Prometheus integration by metrics API. Currently, the UPINGET tools clintSVR, bcmsSVR and AvayaMonitor produce the Prometheus metrics and you can easily create time series dashboards in Grafana. Here are some example. If you are interested to quickly create dashboards for you call centers with minimum cost, please contact us by email.

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:

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.

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!

Splunk App Avaya BCMS

Posted: September 30, 2020 in BCMS, News

We have created a Splunk App called Avaya BCMS, 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 bcms[version].tar.gz into Splunk. Then enable the Splunk HTTP Event Collector Global Setting. Also update the parameters of bcmsSVR with the the following console commands:

  • update parameter bcms_splunk_dataformat json
  • update parameter bcms_splunk_hecchannel 13de7dd2-f05d-43b6-9a87-7f322b819275
  • update parameter bcms_splunk_hectoken 13de7dd2-f05d-43b6-9a87-7f322b819275
  • update parameter bcms_splunk_hecurl http://127.0.0.1:8088/services/collector
  • update parameter bcms_splunk_protocol hec
  • reload

Lastly add your bcmsMonitorSystem, bcmsMonitorSplit and bcmsMonitorVDN reports into bcmsSVR, you will find the following dashboards in Splunk. Enjoy!

bcmsSVR 2.0.9 Released

Posted: May 3, 2020 in BCMS, News

bcmsSVR 2.0.9 just released, this version has the following updates.

1. Supports “listmultimediaipstations”, “statusmediagateways”, “listmediagateway”, “displaycapacity” REST interfaces.
2. Supports “listmultimediaipstations” and “listmediagateway” database interfaces.
3. Supports “listmultimediaipstations”, “statusmediagateways”, “displaycapacity” PRTG interfaces.
4. Linux 32bit bcmsSVR is not supported.

bcmsSVR 2.0.8 Released

Posted: July 17, 2019 in BCMS, News

bcmsSVR 2.0.8 just released, this version has the following updates.

1. Add escape character for special character of MySQL, MSSQL or Oracle.
2. Fixed BcmsListSummaryVdn without dictionary mapping.
3. Using libssh version 0.7.7 for SSH connection between bcmsSVR and Avaya CM.
4. Supports JSON payload for the REST interface.