Archive for the ‘CMS’ Category

clintSVR 1.3.8 Released

Posted: August 28, 2018 in CMS, News

clintSVR 1.3.8 just released. The updates are:

1. Supports receving of RT-socket split skill data and provides REST, Websocket and database interfaces to access the real time data.
2. Supports whitelist of IP address for tcpgate telnet port. The localhost IP address is whitelisted by default.

clintSVR 1.3.7 Released

Posted: May 10, 2018 in CMS

clintSVR 1.3.7 just released, the updates are:

1. Supports new report called “auxagentreport” by REST, API and WebSocket interfaces.
2. Fixed error code extraction failed issue for multiAgentAddSkill, multiAgentDeleteSkill and multiAgentModifySkill functions.

AvayaECHI 1.1.12 Released

Posted: May 10, 2018 in CMS, News

AvayaECHI 1.1.12 just released. The updates are:

1. Recompile Linux distribution to fix segmentation fault that caused by strtok function.
2. Add a converter type called “apsr18” to differentiate the R18 report from converter type “aps”.

Introduction

CMSLight is a visual notification software for Avaya CMS. The software is integrated with a USB lighting device and showing critical situation by turning on the lighting device and change the color to RED when the number of waiting calls and the oldest waiting time exceed threshold values. The software is designed for the Avaya CMS, it requires clintSVR which gets the real time data directly from Avaya CMS. The CMSLight provides the following features:

  • Display Split Skill / VDN Real Time Report on supervisor desktops
  • Turn on the USB lighting device and change the color to RED when the number of waiting calls and the oldest waiting time exceed threshold values

Supported USB lighting device

  • Embrava
    • Blynclight PLUS
    • Blynclight Mini
  • Plenom
    • Kuando BUSYLIGHT UC Omega
    • Kuando BUSYLIGHT UC Alpha

Supported platform

  • CMSLight software installed on
    • Windows 7, Windows 8 or Windows 10
    • No license required
  • clintSVR server software installed on
    • Windows 2008 R2 or above
    • CentOS 6.x or above
    • Ubuntu 14.04 or above
    • Server license is required

CMSLight Software Windows Installation

  • CMSLight – Split Skill Real Time Report
  • CMSLight – VDN Real Time Report
  • Download the CMSLight zip file here.
  • Follow the installation steps below to install the software.
    • Extract all the files into directory c:\program files\CMSLight
    • Copy CMSLight.ini from the installation directory to c:\windows directory
    • Edit the _server entry to define the IP address of clintSVR
    • Edit the _port entry to define the port number of clintSVR which provides the REST interface
    • Edit the _reportxx entry to define the real time report which has been added to clintSVR, the syntax is
      • ACD,report description,report type,tag name
        • e.g. 2,mobile,splitskillreport,Mobile
        • 2 is ACD number
        • mobile is the report description which has been added to clintSVR
        • splitskillreport is real time Split Skill Report
        • Mobile is tag name displayed on the CMSLight software

AvayaECHI Splunk Use Cases

Posted: January 1, 2018 in CMS

Background

With reference to the Avaya CMS External Call History Interface document and the data fields, we can produce many use cases by using AvayaECHI tool and Splunk. The following guide assumes you already installed the AvayaECHI tool and imported the data to Splunk.

Caller On Hold Reports

  • Caller On Hold Details Report
    index=echi ANSHOLDTIME>0 HELD>0 TRANSFERRED=0 | table ACD, CALLID, SEGMENT, SEGSTART, SEGSTOP, DISPSPLIT, DISPVDN, CALLING_PTY, DIALED_NUM, ANSLOGIN, AGT_RELEASED, TALKTIME, ANSHOLDTIME, HELD, QUEUETIME
  • Caller On Hold Abandons Details Report
    index=echi ANSLOGIN=* DISPSPLIT=* TRANSFERRED=0 HOLDABN=1 | table ACD, ANSLOGIN, DISPSPLIT, TALKTIME, ANSHOLDTIME, HELD, HOLDABN
  • Caller On Hold Abandon Top 10 Agents Report
    index=echi ANSLOGIN=* DISPSPLIT=* TRANSFERRED=0 HOLDABN=1 | table ACD, ANSLOGIN | stats count as AbandonCalls by ACD, ANSLOGIN | sort limit=10 - AbandonCalls

Caller Calls Reports

  • Search Calls by Specific CALLING_PTY
    index=echi CALLING_PTY=XXXXXXXX
  • Search Calls by Prefix and Wildcard
    index=echi CALLING_PTY=123*

Outbound Calls Reports

  • Search Calls by Specific ORIGLOGIN
    index=echi ORIGLOGIN=XXXXX
  • Search Calls by Specific CALLING_PTY
    index=echi CALLING_PTY=XXXXX

Queue Wait Time Reports

  • Search Calls by QUEUETIME
    index=echi QUEUETIME>=60 | table ACD, CALLID, SEGMENT, SEGSTART, SEGSTOP, DISPSPLIT, DISPVDN, CALLING_PTY, DIALED_NUM, ANSLOGIN, AGT_RELEASED, TALKTIME, ANSHOLDTIME, HELD, QUEUETIME | sort - QUEUETIME

Short Duration Reports

  • Search Calls by TALKTIME
    index=echi TALKTIME>0 TALKTIME<5 TRANSFERRED=0 | table ACD, CALLID, SEGMENT, SEGSTART, SEGSTOP, DISPSPLIT, DISPVDN, CALLING_PTY, DIALED_NUM, ANSLOGIN, AGT_RELEASED, TALKTIME, ANSHOLDTIME, HELD, QUEUETIME
  • Short Duration Top 10 Agents Report
    index=echi TALKTIME>0 TALKTIME<5 TRANSFERRED=0 | stats count as ShortCalls by ACD, ANSLOGIN | sort limit=10 - ShortCalls

Call Profile Reports

  • Call Abandon by Call Profile Report (Split)
    index=echi ACD=X CALL_DISP=3 DISPSPLIT=Y | rangemap field=QUEUETIME short=0-15 medium=16-60 default=long | bucket _time span=1h | timechart count by range
  • Call Abandon by Call Profile Report (VDN)
    index=echi ACD=X CALL_DISP=3 DISPVDN=Y | rangemap field=QUEUETIME short=0-15 medium=16-60 default=long | bucket _time span=1h | timechart count by range
  • Call Answered by Call Profile Report (Split)
    index=echi ACD=X CALL_DISP=2 DISPSPLIT=Y | rangemap field=QUEUETIME short=0-15 medium=16-60 default=long | bucket _time span=1h | timechart count by range
  • Call Answered by Call Profile Report (VDN)
    index=echi ACD=X CALL_DISP=2 DISPVDN=Y | rangemap field=QUEUETIME short=0-15 medium=16-60 default=long | bucket _time span=1h | timechart count by range

Find All Activity For A Specific Agent

  • index=echi ACD=X (ANSLOGIN=YYYYY OR ORIGLOGIN=YYYYY)

Find Long Or Short Customer Calls

  • index=echi ACD=X TALKTIME<Y CALLING_PTY=* ANSLOGIN=* | table ACD, ANSLOGIN, DISPVDN, DISPSPLIT, CALLING_PTY
  • index=echi ACD=X TALKTIME>Z CALLING_PTY=* ANSLOGIN=* | table ACD, ANSLOGIN, DISPVDN, DISPSPLIT, CALLING_PTY

Find The Destination Of Transfer or Conference Calls

  • index=echi TRANSFERRED=1 OR CONFERENCE=1 ORIGLOGIN=* DIALED_NUM=* | table ACD, ORIGLOGIN, CALLING_PTY, DIALED_NUM

Find Abandoned Calls For A Specific Skill

  • index=echi CALL_DISP=3 DISPSPLIT=X | table CALLING_PTY, DIALED_NUM

Identify Repeat Callers Whether Answered Or Abandoned

  • index=echi DISPSPLIT=X CALL_DISP=3 OR CALL_DISP=2 | stats count by CALLING_PTY | sort - count

List Last Call Work Codes By Agent

  • index=echi LASTCWC=*

Outbound Calls with Aux Reason Code Reports

  • index=echi ORIGLOGIN=* ORIGREASON=X | table ORIGLOGIN, ORIGREASON, DIALED_NUM, TALKTIME, DURATION

Agent Disconnects First Reports

  • Agent Disconnects Details Report
    index=echi ANSLOGIN=* AGT_RELEASED=1 CONFERENCE=0 TRANSFERRED=0 | table ACD, ANSLOGIN, DISPSPLIT, CALLING_PTY, TALKTIME, AGT_RELEASED
  • Agent Disconnects Top 10 Report
    index=echi ANSLOGIN=* AGT_RELEASED=1 CONFERENCE=0 TRANSFERRED=0 | stats count as DropCalls by ACD, ANSLOGIN | sort limit=10 - DropCalls

Agent Transferred Call to Same VDN Reports

  • Agent Transferred Same VDN Calls Details Report
    index=echi ANSLOGIN=* TRANSFERRED=1 DIALED_NUM=* | where DISPVDN=DIALED_NUM | table ACD, ANSLOGIN, TRANSFERRED, DISPVDN, DIALED_NUM
  • Agent Transferred Same VDN Calls Top 10 Agents Report
    index=echi ANSLOGIN=* TRANSFERRED=1 DIALED_NUM=* | where DISPVDN=DIALED_NUM | stats count as TransferredCalls by ACD, ANSLOGIN | sort limit=10 - TransferredCalls

Calls Answered Skill Level Reports  

  • Call Answered by Skill Level Details Report 
    index=echi ACD=X DISPSPLIT=Y ANSLOGIN=* | table ACD, DISPSPLIT, ANSLOGIN, DISPSKLEVEL, TALKTIME | sort + DISPSPLIT, DISPSKLEVEL
  • Call Answered by Skill Level Distribution Report 
    index=echi ACD=X DISPSPLIT=Y ANSLOGIN=* | stats count as NumCalls by DISPSKLEVEL

Long Wrap-up Time Reports

  • Long Wrap-Up Time Details Report
    index=echi ANSLOGIN=* ACWTIME>0 | table ACD, ANSLOGIN, DISPSPLIT, TALKTIME, ACWTIME, ANSHOLDTIME | sort - ACWTIME
  • Long Wrap-Up Time Top 10 Agents Report
    index=echi ANSLOGIN=* ACWTIME>0 | stats sum(ACWTIME) as WrapUpTime by ACD, ANSLOGIN | sort limit=10 - WrapUpTime

Call Handling Time Reports

  • Call Handling Time Details Report
    index=echi ACD=X DISPSPLIT=Y ANSLOGIN=* | eval TotalTime=TALKTIME+ANSHOLDTIME+ACWTIME | table ACD, ANSLOGIN, DISPSPLIT, TALKTIME, ANSHOLDTIME, HELD, ACWTIME, TotalTime | sort + ACD, ANSLOGIN
  • Call Handling Time Distribution Report
    index=echi ACD=X DISPSPLIT=Y ANSLOGIN=* | stats sum(ACWTIME) as ACWTime, sum(TALKTIME) as TalkTime, sum(ANSHOLDTIME) as HoldTime by ACD, ANSLOGIN | fields - ACD

clintSVR 1.3.6 Released

Posted: November 16, 2017 in CMS, News

clintSVR 1.3.6 just released, a custom real time report called “upsplitskillreport” which is modified from the standard Split/Skill Report is provided for customers who subscribe the annual email support service from UPINGET Technologies. This report provides additional CMS real time database items such as:

  1. Calls Offered
  2. Service Level in Seconds
  3. Direct Agent Calls Waiting
  4. EWT Top
  5. EWT High
  6. EWT Medium
  7. EWT Low
  8. Percent Within Service Level
  9. Percent Answered
  10. Percent Abandoned

The report template “upsplitskillreport” can be obtained via UPINGET support service. You can follow the procedure below to create and upload the template to your CMS server.

  1. Open CMS Terminal and create a new custom real time report called “upsplitskillreport”
  2. Select Screen Painter from the menu
  3. Select Save design from the menu
  4. Check the new file name in CMS server directory /cms/db/gem/r_custom
  5. For example, a new file called cr_r_15 is created. Delete the file cr_r_15 and copy the template file upsplitskillreport and rename it as cr_r_15
  6. The report is ready, you can execute it and get the data via clintSVR API, OCX, REST and WebSocket interfaces

Add and Delete Report in TcpGate Console 

  1. The tcpgate console command is
    • add upsplitskillreport 1 123;456;789 mycomment
      • Add upsplitskillreport for ACD 1 and skills 123, 456 and 789
    • delete upsplitskillreport 1 123;456;789
      • Delete upsplitskillreport

REST Interface 

  1. The REST interface to query the report is

AvayaECHI 1.1.11 Released

Posted: August 3, 2017 in CMS, News

AvayaECHI 1.1.11 just released. The updates are 

1. A parameter called “echi_splunk_logdir” is added for storing splunk log in specified directory. We can configure Splunk Universial Forwarder to import the splunk log to Splunk to prevent data loss when there is network issue.