Archive for the ‘TSAPI’ Category

Route Calls using Asterisk with SmartRoute Manager

Posted: March 4, 2023 in Asterisk, TSAPI
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Recently, we have implemented a project to route call center calls by Asterisk. The Asterisk integrates with SmartRoute module to route incoming calls based on agent availability and duty roster data. For example the following scenarios:

  1. Prompts an IVR menu to a new customer and routes the call to the selected queue. When the customer calls again, route the customer directly to the previously selected queue.
  2. If the customer is marked by an agent, the customer will be routed to the selected agent automatically. If the agent is not login ACD, the call can be routed to the agent’s mobile if he is on duty. A backup agent can be defined to handle the customer call if the first agent is not available.
  3. The call finally can be routed to a default queue when an error has occurred or all agents are not available.

If you are looking for a similar solution, please contact us.

CallAnalytics 2.1.3 Released

Posted: December 30, 2022 in News, TSAPI
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CallAnalytics 2.1.3 just released, this version has the following updates.

1. Add origcli and origdnis in the callinfo API call. The extension active and cache map will be searched at the same time.
2. Add outbound matched with moving average abandon call flag and log it to the splunk.
3. Add outbound matched with moving average abandon call flag and log it to the database.
4. Supports new function queryagentstate to query agent state from AES.
5. ForceUpdateAgentID() for VDN call for Delivered and Established events.
6. Calls the TCPGateManager to reload function when the reload command is executed to refresh the email notification parameters.

Survey Manager

Posted: October 12, 2022 in Analytics, TSAPI
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Twilio is a good platform for omnichannel communication. You can conduct an SMS survey with Twilio Studio such as this. We have implemented a SurveyMgr server module that can provide a REST interface for customers to trigger an SMS survey. That survey can be a Twilio Studio SMS survey or a customized one created by the customers. We also integrate the SurveyMgr with CallAnalytics server module, which can trigger an SMS survey after a VDN call is disconnected. This is very useful when SMS surveys can be triggered automatically and results can be collected in the database.

We also integrated the SurveyMgr with CSAT Survey using Asterisk IVR. The result of the CSAT Survey of Asterisk IVR can be written to the SurveyMgr database immediately after the survey is finished.  

For more information, please contact us by email service@upinget.com.

ctiSVR 1.3.1 Released

Posted: August 4, 2022 in News, TSAPI
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ctiSVR 1.3.1 just released, this version has the following updates:

1. Supports SQLite as the configuration database.
2. Supports ivrSVR 64bit under the Windows and CentOS 64bit distribution.
3. Check the CSTA_FAILED event for transfer, conference, pinver, makephantomcall and makecallbackcall APIs to speed up the progress.
4. Check the UNIVERSIAL_FAILURE_EVENT to speed up the queryagentlogin.
5. Supports openurl event for calltoui.exe to do screen pop URL.
6. Fixed the userdata API userdata JSON structure issue.
7. Add email notification for TSAPI/DMCC link up/down and temp license expiration.
8. Add API dispconnection to display the number of JSON and API connection.

CallAnalytics 2.1.2 Released

Posted: June 12, 2022 in News, TSAPI
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CallAnalytics 2.1.2 just released, this version has the following updates.

1. Keep the call state for the hold call and active call during call transfer before log the details to database and Splunk.
2. Update the hold duration for hold call of the transfer call.
3. Update the releasing device for the active call of the transfer call.
4. Supports 64bit Windows and CentOS/RedHat versions
5. The qacdsplit, qtrunkgroup, callaban, callqueue, callanswer and shortduration APIs supports multiple object that delimiter by “;”.
6. The splitskillstatus API with additional fields such as agentsacdin, agentsacw, agentsaux, AUX0-AUX9 total.
7. The listagent API with additional fields AUX0-AUX9 total.
8. The vdnreport API supports mulltiple object that delimiter by “;”.
9. The vdnreport is.interval field is wrongly use the moving average interval and it is fixed.
10. Creation of callaban json file for integration with other systems.
11. Transfer call from VDN call, the first transferring call will be counted as ended. The second call will not be counted in the VDN.
12. Supports ca_privatedataversion, ca_ueventworkersize and ca_ueventbuffersize parameters.

Using Grafana and CallAnalytics for Call Center Dashboards

Posted: May 19, 2022 in System Monitoring, TSAPI
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CallAnalytics can integrate with Grafana now! We can produce useful dashobards for Avaya call center by the integration. Traditionally, you cannot see which customer is waiting in queue, which one is abandoned and which one is disconnected right after an agent is connected using standard Avaya reports. Now you can see them in the Grafana. Here is the screen. You can contact service@upinget.com for more information.

CallAnalytics 2.1.1 Released

Posted: March 20, 2022 in News, TSAPI
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CallAnalytics 2.1.1 just released, this version has the following updates.

1. Add fields extension, origextension, origagentid, origvdn and origsplit to splunk events.
2. Fixed the callinfoext without endtime for transfer call.
3. Add fields extension, origextension, origagentid, origvdn, type (vdn/extension) and map (active/cache) in the REST callinfo response message.
4. Supports SQLite as the configuration database.
5. Supports cacti interface for API CTI functions and events notification integration.
6. Supports caws interface for WebSocket CTI functions and events notification.
7. Supports callinfo API searching from the cache map.

Simple WFH Solution

Posted: March 15, 2022 in TSAPI
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If you are using old Avaya CM that you can’t use IP softphones for your home agents, you can try AutoBridge. AutoBridge is a CTI module that monitors a pool of agent physical phones and conferences agent’s mobile when the any of the phones is engaging a call. Under this situation, an agent simply required a notebook / home computer, a VPN account and a mobile phone can work as a home agent. All recordings of the phones in the call center still recording by your existing solution, no big investiment to enable the WFH solution.

CallAnalytics 2.0.13 Released

Posted: October 5, 2021 in News, TSAPI
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CallAnalytics 2.0.13 just released, this version has the following updates.

1. Supports cache call info so asterisk or other external system can query the call info data using UCID even agent call is transferred.
2. VDN call will look up the Extension call info to update the extension, agentid, vdn and split of the call.
3. Supports new function queryagentstates to query agent states collected by CallAnalytics.

Using Asterisk for Avaya CSAT Survey

Posted: April 16, 2021 in Asterisk, TSAPI
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Traditionally, we are using IVR platform to implement after call CSAT survey. This kind of solution is very expensive because of the high cost of the IVR platform and the related licenses. But we can use Asterisk as a low cost replacement solution for CSAT survey and it works for both inbound and outbound calls.

The diagram above illustrates our CSAT survey solution, it using Asterisk and integrated with Avaya by SIP trunk. Basic information such as UCID can be sent in the SIP header, the UCID can be used as a common key to link the Avaya call information. Also we can make use the dialed digits that sent from Avaya to Asterisk to carry more information for the survey.

Our solution also can integrate with Avaya CTI, more useful information such as agent id, VDN, Hunt Group numbers or application data can be stored together with the CSAT survey.

If you are interested about this solution, please contact us for more detail information.

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