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.

DMCCLogger 1.0.3 Released

Posted: June 16, 2017 in DMCC, News

DMCCLogger 1.0.3 just released. The updates are

1. Fixed merged calls when new a call appeared immediately after an old call disconnection.
2. Fixed encryption key loaded incorrectly when program startup.
3. Application data is stored together with call data which is in the t_astcalldata table.

AstLogger 1.4.13 and DMCCLogger 1.0.2 just released. The updates are

1. Fixed AES 7.0 SingleStepConference failed issue in AstLogger.
2. Supports waveform display in the AstLoggerWeb and DMCCLoggerWeb applications.

AvayaCDR 1.5.16 and CloudCDR 1.1.4 just released, the updates are:

1. Better handling of RSP SCM message.
2. Sends SDM message when AvayaCDR is down.

Call Analytics

Posted: April 30, 2017 in TSAPI

Introduction

Call Analytics tool is a server program that monitors Avaya VDNs, ACD Hunt Groups and Extension objects, it extracts useful information from monitoring events and outputs call and agent records for applications such as reporting, wallboard integration and call log analysis. The Call Analytics tool is a CTI reporting and real time monitoring engine and it is an ideal tool when CMS is not in placed for call center environment.

callanalytics

The Call Analytics tool uses Avaya TSAPI library, it monitors these Avaya objects and produces the data for real time reports, splunk and database logging. Also, the data can be accessed by various interfaces such as API DLL, database and REST interface. The Call Analytics tool is useful in the following areas:

  • To detect nuisance call attacks by monitoring abandon calls and short duration calls
  • To detect fraud activities such as KPI manipulation which caused by agent short duraton calls
  • To identify the callers of the abandon and short duration calls
  • To capture user data from TSAPI UUI and store the user data together with the call data in Splunk and database
  • To provide real time data for building of real time reports and dashboards
  • To trace a call from its beginning to end, multiple call records can be correlated by common key such as UCID
  • To list customers waiting in queue together with their calling number and waiting time
  • To find out how long each customer waits for an agent
  • To find out the frequency and duration of an agent to perform hold call
  • To find out agent or customer who hangups a call first
  • Uses the VDN detail call logging which stored in the database for different kind of reports
  • Uses the abandon and short duration data for different kind of CRM application

Preparation and Password Encryption

  • The access MDB file stored the username and password of AE server. For security reason, a tool called encryptpasswd.exe is provided to generate an encrypted password for the installation and configuration of the software in Windows environment
  • Execute the program, generate an encrypted password for the AE server CTI user, then paste the encrypted password to parameter ca_tlink01 or ca_tlink02. For example, the encrypted password for “p@ssword” is “R3NIw1yJMLlnPFzEQtuh2A==”
  • encryptpasswd

64 bit Windows System 

  • For 64 bit Windows system, please follow the steps below

Installation

  • Download the TSAPI client for Windows 32-bit from Avaya web site, it contains the TSAPI library files. DevConnect registration is required before you can access the download page.
  • Download the Call Analytics Tool zip file here.
  • Follow the installation steps below to install the software.
    • Extract all the files into directory c:\program files\callanalytics
    • Open Windows Command Prompt, enter the following commands to register the program as Windows Service.
      • cd c:\program files\callanalytics
      • callanalytics -i
    • Open ODBC Setting, create System DSN called CALLANALYTICSCFG for Microsoft Access Driver and point to callanalytics.mdb which is located in the directory c:\program files\callanalytics
    • Open the Access file, edit the value of parameters ca_tlink_01 and ca_tlink_02 to the TLINK of your AES servers in the tParameter table.
    • Edit the value of parameter ca_movingavgmin to define the moving average period for the calculation of abandon and short duration call rate. The default value is 15 minutes.
    • Edit the value of parameter ca_intervalstatmin to define the interval statistics period for the calculation of abandon and short duration call rate. The default value is 30 minutes.
    • Edit the value of parameter ca_shortduration to define the number of seconds for short duration calls. The default value is 3 seconds.
    • Edit the value of parameter ca_agentstatechecksplit to true when you want to poll agent state of agents that login to split, the default value is true
    • Edit the value of parameter ca_agentstaterefreshrate to the number of seconds for each polling, the default value is 15 seconds, the minimum value is 5 seconds.
    • Edit the value of parameter ca_cache_timeout to define the number of seconds as cache time for real time reports. This setting reduce the AES loading when multiple clients retrieve the same report during the cache period.
    • Edit the value of parameters ca_splunkhost and ca_splunkport with IP address of Splunk and port number for TCP data input.
    • Start the Windows Service callanalytics
    • Telnet to localhost and port number 14003, enter username tcpgate and password tcpgate01 to access the program console.
    • Enter the following command in the program console, you will receive information when there is call abandon and short duration call.
      • trace on asc
    • Enter the following command to add your VDN
      • add vdn xxxxx
    • Enter the following command to add your ACD
      • add acd xxxxx
    • Enter the following command to add your Extension
      • add extension xxxxx
    • Enter the following command to display help message
      • help
  • After installation, we can use Splunk to implement real time and historical reports. These reports can be viewed as Splunk Dashboards. Also we can use to send Alert when certain predefined condition is occurred. The following is description is for each of the scenario and the Splunk search command and Visualization are provided for your easy reference.

Real Time Agent Snapshot  

  • You need to add a report agent to execute agent snapshot report in order to generate the data to Splunk, the command to add this report in tcpgate console is
    •  add agentsnapshot all 15 agent_snapshot_every_15s
    • Hint: Execute agent snapshot report every 15 seconds
  • To snapshot the current status of each agent, the Splunk command is
  • index=callanalytics logtype=agentsnapshot [search index=callanalytics logtype=agentsnapshot progress=end | head 1 | fields + timestamp] progress=start | chart count by mode, talkstate
  • The Splunk Visualization is
  • We can add the report to Spunk Dashboard with refresh rate 15 seconds, the final result is

Real Time Calls in Queue for Specific Split

  • You need to add a report agent to execute the SplitSkillStatus report in order to generate data to Splunk, the command to add this report in tcpgate console is
    • add splitskillstatus xxxxx 15 SplitSkillStatus_15s
    • Hint: Execute SplitSkillStatus report every 15 seconds
  • To find calls in queue for a specific split, the Splunk command is
  • index=callanalytics logtype=splitskillstatus  split=xxxxx | head 1 | stats values(callsqueue) as CallQueued 
  • Replace the xxxxx with the specific split, the Splunk Visualization is
  • We can add the report to Spunk Dashboard with refresh rate 15 seconds, the final result is

Real Time Top 10 AUX Agents with Reason Code

  • To find out the top 10 AUX agents with longest duration, the Splunk command is
  • index=callanalytics logtype=agentsnapshot [search index=callanalytics logtype=agentsnapshot progress=end | head 1 | fields + timestamp] progress=start mode=AUX | table agentid, duration, reasoncode | sort - duration limit=10
  • The Splunk Visualization is
  • We can add the report to Spunk Dashboard with refresh rate 15 seconds, the final result is

Real Time Split Skill Status Summary – Moving Statistics

  • To display major moving statistics of all splits , the Splunk command is
  • index=callanalytics logtype=splitskillstatus | dedup split sortby -time | table split, agentsavailable, agentslogon, callsqueue, awt, lwt, ms_asa, ms_acdcalls, ms_avgacdtime, ms_abancalls, ms_abanrate
  • The Splunk Visualization is
  • We can add the report to Spunk Dashboard with refresh rate 15 seconds, the final result is

Real Time Split Skill Status Summary – Interval Statistics

  • To display major current interval statistics of all splits , the Splunk command is
  • index=callanalytics logtype=splitskillstatus | dedup split sortby -time | table is_starttime, is_endtime, split, agentsavailable, agentslogon, callsqueue, awt, lwt, is_asa, is_acdcalls, is_avgacdtime, is_abancalls, is_abanrate
  • The Splunk Visualization is
  • We can add the report to Spunk Dashboard with refresh rate 15 seconds, the final result is

Real Time Top 10 Connected Calls Sorted by Duration 

  • You need to add a report agent to execute the SplitSkillStatus report in order to generate data to Splunk, the command to add this report in tcpgate console is
    • add vdnsnapshot all 15 vdnsnapshot_every_15s
    • Hint: Execute vdn snapshot report every 15 seconds
  • To display top 10 connected calls sorted by duration , the Splunk command is
  • index=callanalytics logtype=vdnsnapshot [search index=callanalytics logtype=vdnsnapshot progress=end | head 1 | fields + timestamp] progress=start callstate!=queued | eval caller = if (len(calling)>len(origcalling),calling,origcalling) | table vdn, split, caller, agentid, answering, callstate, callduration, trunkgroup, trunkmember | sort - callduration limit=10
  • The Splunk Visualization is
  • We can add the report to Spunk Dashboard with refresh rate 15 seconds, the final result is

Real Time Top 10 Queued Calls Sorted by Duration 

  • To display top 10 queued calls sorted by duration , the Splunk command is
  • index=callanalytics logtype=vdnsnapshot [search index=callanalytics logtype=vdnsnapshot progress=end | head 1 | fields + timestamp] progress=start callstate=queued | eval caller = if (len(calling)>len(origcalling),calling,origcalling) | table vdn, split, caller, agentid, answering, callstate, callduration, trunkgroup, trunkmember | sort - callduration limit=10
  • The Splunk Visualization is
  • We can add the report to Spunk Dashboard with refresh rate 15 seconds, the final result is

Real Time AUX Reason with Average Duration

  • To display the distribution of AUX reason code together with the average duration, the Splunk command is
  • index=callanalytics logtype=agentsnapshot [search index=callanalytics logtype=agentsnapshot progress=end | head 1 | fields + timestamp] | rename reasoncode as "AUX Reason" | chart count as Count, avg(duration) as Duration by "AUX Reason" | eval Duration=round(Duration,0) 
  • The Splunk Visualization is
  • We can add the report to Spunk Dashboard with refresh rate 15 seconds, the final result is

More Use Cases are Coming…