Archive for the ‘TSAPI’ Category

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.

CallAnalytics 2.0.12 Released

Posted: March 15, 2021 in News, TSAPI

CallAnalytics 2.0.12 just released, this version has the following updates.

1. The userdata in JSON format is special handled for JSON entity or simply string value.
2. Hangup user data is added to the callinfo API.
3. Fixed the segmentation fault which is caused by multiple threads accessing the tsapi event array.

AstLogger 1.4.14 Released

Posted: February 15, 2021 in News, TSAPI

AstLogger 1.4.14 just released. The updates are

1. Increase buffer size from 1024 to 4096 for bigger CSTA and Private data events.
2. Fine tune the stream checking to avoid false alarm detection.
3. Change TSAPI event notification method from acsSetESR to acsEventNotify.
4. Update the AstLogger web pages to align with DMCCLogger web pages.
5. Update the t_astcalldata with logger id field and merge the t_astappdata call data fields.
6. Display call end party on the call search web page.

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!

ctiSVR 1.2.14 Released

Posted: January 4, 2021 in News, TSAPI

Happy New Year! ctiSVR 1.2.14 just released, this version has the following updates:

1. Supports bulk version of queryacdsplits(), querydeviceinfos() and queryagentstates() API.
2. Fixed the segmentation fault which is caused by multiphe threads accessing the tsapi event array.
3. Supports DMCC Physical Device Services and Events. New APIs getbuttoninformation(), getlampmode(), buttonpress(), getdisplay(), sethookswitchstatus(), gethookswitchstatus(),
getringerstatus(), getregistrationstate(), validatedevicesecuritycode(), changedevicesecuritycode() and getlinkstatus() are supported.
4. Supports splitskillstatus() API.
5. Supports HookswitchEvent, DisplayUpdatedEvent, RingerStatusEvent and LampModeEvent in XML and JSON formats.
6. The ivrSVR uses the LampModeEvents to enhance the determination of the agent state for the splitskillstatus() API.

AutoBridge 1.1.2 Released

Posted: August 1, 2020 in News, TSAPI

AutoBridge 1.1.2 just released, this version has the following updates:

1. Add application and user token for API access management.
2. Add APIs for the AutoBridgeSupervisor tool, extension and bridge can be configured by the tool.

The following is the screen dump of the AutoBridgeSupervisor, you can use the tool to add extensions and bridge mappings.

CallAnalytics 2.0.10 Released

Posted: July 27, 2020 in News, TSAPI

CallAnalytics 2.0.10 just released, this version has the following updates.

1. Implement local scope of locking for agent object during update its members.
2. Fixed CallAnalyticsLight hang when switching different functions in the main tab.
3. Fixed VDN report that contains invalid AWT and LWT figures.
4. Fixed program hang during deletion of report when the report is running.
5. The sequence of locking changed for class CCallInfo, CMovingAvg, CIntervalStat to prevent daedlock.
6. Fixed incorrect state of SplitSkillStatus report if relevant VDN is not monitored.
7. Improve performance by using bulk AES query. The split check, regular agent query and splitskillstatus reports are all benefit by this improvement.

AutoBridge 1.1.1 Released

Posted: July 25, 2020 in News, TSAPI

AutoBridge 1.1.1 just released, this version has the following updates:

1. Support auto answer for call center stations.
2. Support backup destination when the first destination is not reachable.

CallAnalyticsLight

Posted: July 19, 2020 in News, TSAPI

CallAnalyticsLight is a visual notification software for Avaya call center. The software is integrated with a USB lighting device and showing critical situation by turning on the lighting device and changing the color to YELLOW or RED when the number of monitoring object such as waiting calls, the longest waiting time or the usage of trunk exceeded threshold value. The software is designed for the CallAnalytics, it requires CallAnalytics which gets the real time data from Avaya AES. The CallAnalyticsLight provides the following features:

  • Display Trunk, VDN, Queue, VDN Call, Agent, Extension, ACD, Abandon and ShortCall reports
  • Visual notification of monitoring objects such as the number of waiting calls, the longest waiting time or the usage of trunk

Supported USB lighting device

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

Sample Screen Dumps

ctiSVR 1.2.13 Released

Posted: May 3, 2020 in News, TSAPI

ctiSVR 1.2.13 just released, this version has the following updates:

1. Supports auto answer for One-X Communicator.
2. Supports pending mode for setAgentState API.