bcmsSVR 2.1.3 Released

Posted: October 11, 2021 in BCMS, News

bcmsSVR 2.1.3 just released, this version has the following updates.

1. Add bcmslistsummarysplitday, bcmslistsummaryvdnday, bcmslistsummaryagentday and bcmslistsummarytrunkday APIs and the data structures.
2. Add bcmsmonitorsplitsla API and its data structure.
3. Add bcmsmonitorsplitstatus API and its data structure.
4. Add bcmsmonitorsplitsla Prometheus metrics.

After integration with Prometheus, we can produce the Grafana dashboards and graphs by Prometheus.

GrafanaDashboards

CallAnalytics 2.0.13 Released

Posted: October 5, 2021 in News, TSAPI

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.

DMCCLogger 1.0.8 Released

Posted: October 3, 2021 in DMCC, News

DMCCLogger 1.0.8 just released, this version has the following updates.

1. A new parameter dmcc_switchipinterface is added to enable switch IP interface instead of using default 0.0.0.0.
2. Check the code and reason returned from the API RegisterTerminalRequest.
3. Supports recording restriction by acd, station, vdn and split. A new parameter dmcc_recordingrestriction replaced the dmcc_sscrestriction parameter.
4. Use API GetRegistrationState to check the registration status of extensions and phantoms.

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.

bcmsSVR 2.1.2 Released

Posted: March 18, 2021 in BCMS, News

bcmsSVR 2.1.2 just released, this version has the following updates.

1. Supports Grafana and Prometheus integration by metrics REST API.
2. The bcmsmonitorsystem and bcmsmonitorvdn allow multiple objects that the input object length over 44 characters long.
3. The listtrunk, listhunt and listvdn REST API support filter options for Grafana integration.
4. The bcmsmonitorsystem, bcmsmonitorsplit, bcmsmonitorvdn and statustrunk supports mulitple object format that sent from Grafana.

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.

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.

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!