This post is about using Nagios plugin check_json to monitor system status. Since CtiSVR can return XML or JSON as payload over the REST interface, we can use the check_json plugin to monitor Avaya resource such as Trunk Group and ACD Hunt Group.

For example, the following command is to query Avaya Trunk Group (TAC) 3491, the result is is WARNING if the used trunks over 15 and CRITICAL if the used trunk over 20. The threshold format for Nagios is here.

check_json.pl --url 'http://$HOSTADDRESS$:9001/querytrunkgroup?tac=3491&payload=json' --attribute '{usedtrunks}' -w15 -c20 --perfvars 'idletrunks,usedtrunks'

To monitor Avaya Hunt Group such as the number of call queued, we can use the following command to monitor ACD Hunt Group 20666, the result is WARNING when the number of call queued over 0 and it is CRITICAL when the number of call queued over 5.

check_json.pl --url 'http://$HOSTADDRESS$:9001/queryacdsplit?split=20666&payload=json' --attribute '{callsqueue}' -w0 -c5 --perfvars 'callsqueue'
Advertisements

AvayaCDR 1.5.17 and CloudCDR 1.1.5 just released, the updates are 

1. Add a parameter cdr_splunklogdir to specify the Splunk log directory. Once this parameter is defined, the Splunk log will be saved in the directory and the parameter to specify Splunk host and port will be ignored.
2. Fine tuned the test SQL command procedure.

bcmsSVR 2.0.1 Released

Posted: August 19, 2017 in BCMS, News

bcmsSVR 2.0.1 just released. The updates are 

1. Compile with libSSH for Windows version.
2. Add parameter bcms_debuglog, set it to true if you want to have debug log.
3. Add parameter bcms_splunk_logdir for storing of splunk log in local files.
4. Bug fixing on bcmsListAgent, bcmsListSplit, bcmsListVdn and bcmsListTrunk Splunk logging.
5. Add report without description.

AvayaECHI 1.1.11 Released

Posted: August 3, 2017 in CMS, News

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 Released

Posted: July 8, 2017 in CMS, News

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

 

In contact center, agents can view a lot of customer data from billing or CRM systems. Fraud cases can be happened if agents copy the data and send them out via public web applications such as web mail. To detect the data copy in contact center, we have created a tool called ClipBoardAgent. The ClipBoardAgent installed on agent desktops and monitors the data copy operations. When data copy is detected, the ClipBoardAgent sends the information to CallAnalytics. The CallAnalytics correlates the desktop information with the Avaya data such as the agent extension, the agent id, agent skill mode, agent talk state, current call vdn and split; the correlated data then is sent to Splunk for future analysis.  Once data is appeared on Splunk, we can build reports and send alerts and investigate fraud cases. If you are interested, please contact us.