Archive for the ‘CMS’ Category

clintSVR 2.0.0 Released

Posted: March 14, 2021 in CMS, News

clintSVR 2.0.0 just released, this version has the following updates.

1. Supports sending data to Kafka.
2. Add HisAgentSummaryInterval and HisTrunkGroupSummaryInterval reports.
3. Can add the hissplitskillsummaryinterval, hisvdninterval, hisagentsummaryinterval and histrunkgroupsummaryinterval reports to clintSVR and run at regular interval to push the data to Splunk and Kafka.
4. Supports Grafana and Prometheus integration via Metrics REST API.
5. The trunkgroupreport with additional information on idle, used and unknownstatus trunk numbers.
6. Supports standard reports with JSON payload.
7. Fixed VDN report that the oldestcallwaiting field did not refresh because the raw data contains invalid characters.
8. Ready the framework to supports RT-Socket custom reports by DLL customization.

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!

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.

AvayaECHI 1.1.14 Released

Posted: April 6, 2019 in CMS, News

AvayaECHI 1.1.14 just released, this version has the following updates:

1. Supports local conversion, new parameter called echi_localconversion and echi_localconvertercmd are added.
2. Add escape character for JSON string when using HTTP Event Collector.
3. Add escape character for special character of MySQL, MSSQL or Oracle.
4. Windows complied with latest version of libssh2 1.8.2.

clintSVR 1.3.10 Released

Posted: March 31, 2019 in CMS, News

clintSVR 1.3.10 just released, this version has the following updates.

1. Support “cs_rtdb_charset” parameter to force the ODBC connection to specific charset.
2. Fixed a bug in HisSplitSkillSummaryInterval report.
3. Using libssh version 0.7.7 for SSH connection between clintSVR and Avaya CMS.
4. Make sure the buffer size is big enough when retry calling the DLL function for customized report.
5. Add escape character for special character for MySQL or MSSSQL or Oracle.

clintSVR 1.3.9 Released

Posted: December 4, 2018 in CMS, News

clintSVR 1.3.9 just released, this version has the following updates.

1. Supports sending data to Splunk using HTTP Event Collector method.
2. Two parameters to load the certificate and key files, the two parameters are “cs_sslcertfilename” and “cs_sslkeyfilename”.
3. To further improve IT security, a parameter called “cs_enabletoken” is added to enable token in the REST and WebSocket interfaces.

AvayaECHI 1.1.13 Released

Posted: December 3, 2018 in CMS, News

AvayaECHI 1.1.13 just released, this version has the following updates:

1. Supports sending data to Splunk using HTTP Event Collector method.

clintSVR 1.3.8 Released

Posted: August 28, 2018 in CMS, News

clintSVR 1.3.8 just released. The updates are:

1. Supports receiving of RT-socket split skill data and provides REST, WebSocket and database interfaces to access the real time data.
2. Supports white-list of IP address for tcpgate telnet port. The localhost IP address is white-listed 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.