AvayaECHI 1.1.13 just released, this version has the following updates:
1. Supports sending data to Splunk using HTTP Event Collector method.
Archive for the ‘CMS’ Category
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 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 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
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
- ACD,report description,report type,tag name
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_PTYindex=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 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:
- Calls Offered
- Service Level in Seconds
- Direct Agent Calls Waiting
- EWT Top
- EWT High
- EWT Medium
- EWT Low
- Percent Within Service Level
- Percent Answered
- 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.
- Open CMS Terminal and create a new custom real time report called “upsplitskillreport”
- Select Screen Painter from the menu
- Select Save design from the menu
- Check the new file name in CMS server directory /cms/db/gem/r_custom
- 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
- 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
- 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
- add upsplitskillreport 1 123;456;789 mycomment
REST Interface
- The REST interface to query the report is
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.
clintSVR 1.3.5 just released, the updates are
1. Supports CMS 18 Multi Agent Add/Change/Delete Skill features.
2. Fixed telnet malfunction after deletion of report for Linux 64 bit OS.
3. Add report type rtashuffling and rtasnapshot for CustomRTA Splunk logging.
4. Supports debug log and the log file name is debug.txt
5. Fixed trunk group report REST interface without trunk group name.
6. When input object mismatch with output result, the default action is to return immediately to prevent incorrect data logging for splunk and database interfaces. This is overridden by a parameter called cs_iomismatch when it’s value is set to true.
7. Add escape character for special character in database logging.
By using ClintSVR and Splunk, we can create wallboard or dashboard for a project very quickly. For example, the following Splunk dashboard can be created in 10 minutes.
Assuming you have a project which has of a group of skills, the first thing to do is to get the real time data from that group of skills. You can use ClintSVR SplitSkillReport which allows you to add a report with multiple skills and then output the real time data to Splunk. For example, the command to add a report in ClintSVR is
add splitskillreport 1 36;38;265;266;459;467;514;770 10 orange
Once you have configured ClintSVR to send data to Splunk, the real time data will be searched in Splunk every 10 seconds. Then you can create the Splunk dashboards by the following procedures.
Split Skill Report Table
- The Splunk Search command (use 15 minutes time range) for a table of Split Skill Report is
- index=cms report=splitskillreport [search index=cms report=splitskillreport skill=770 | head 1 | fields + timestamp] | dedup skill | table _time, skill, callswaiting, oldestcallwaiting, avgspeedans, acdcalls, avgacdtalktime, callsabandoned, avgabantime | sort + skill
- The Splunk Visualization is
- Add to Splunk Dashboard and edit the XML source to configure the refresh rate, for example 15 seconds
- The Dashboard result is
Agent Status Bar Chart
- The Splunk Search command (use 15 minutes time range) for a bar chart of agent status is
- index=cms report=splitskillreport [search index=cms report=splitskillreport skill=770 | head 1 | fields + timestamp] | table skill, agentsavailable, agentsringing, agentsacdcalls, agentsacw, agentsother, agentsauxwork | sort + skill
- The Splunk Visualization is
- Add to Splunk Dashboard, the result is
KPI Time Charts
- The Splunk Search commands (use 4 hours time range) for KPI time charts such as calls waiting, oldest call waiting, average speed of answer are
- index=cms report=splitskillreport | timechart avg(callswaiting) by skill usenull=f useother=f
- index=cms report=splitskillreport | timechart avg(callsabandoned) by skill usenull=f useother=f
- index=cms report=splitskillreport oldestcallwaiting > -1 | timechart avg(oldestcallwaiting) by skill usenull=f useother=f
- index=cms report=splitskillreport avgspeedans > -1 | timechart avg(avgspeedans) by skill usenull=f useother=f
- index=cms report=splitskillreport avgacdtalktime > -1 | timechart avg(avgacdtalktime) by skill usenull=f useother=f
- index=cms report=splitskillreport avgabantime > -1 | timechart avg(avgabantime) by skill usenull=f useother=f
- Add each of the result to Splunk Dashboard, the final Dashboard result is
UPINGET 