Cheap CCon

Voice & Telephony
1

Hi,

I was wondering if anyone heard of a 3rd party Call Concentrator like application to be used in conjuction with TServer? If not, would someone be interested in working together on developing it?

I was also thinking that even though CCA was rolled out to quite a few sites, most of the customers still want to have oldfashioned CCOn capabilities as well… Who knows, maybe we can do something!

Vic

2

Is there a market for it?

3

Since I can’t tell the original date of this posting, I’ll just resurrect it for any newcomers.

Is anyone aware of a third-party Call Concentrator - like application?

4

Yes…

Please PM me.

Wyn

5

“PM” me? Please excuse the question, but I don’t know what the abbreviation stands for, other than “Project Manager” or, in some cases, “Project Mangler”
???

6

Cheap CCon?

Yes, yes, yeeeeeeeeeees!!! Genesys’ Ccon is no where near what we need. What really kills me is lack of any sort of interface for it.
Here is what I want to see in CCon:

  1. what time the call came
  2. who answered it
  3. how long people waited and where (and we are talking about actual DN and not some dbid!)
  4. talk time
  5. ANI and attach data

a web-based interface to search for it would be sweet.

7

CCA and CCon are going to die, Genesys is substituting them with ICON who has the capabilities of both of them.

8

Hi guys,

In this case, PM stands for Personal Message :slight_smile: (Use the IM icon to the left of this message)

Jeff - it does all the things you want it but it is limited (at the moment) to one piece of UData.

Wyn

1 Like
9

Wyn,
Do you mean 1 KVP or 1 Udata chunk ?

10

Hi Haldane,

It means that the application looks for a certain key and if it exists on the call it will write the value to the record, i.e. if it is looking for ‘ud_data’ and if the KV pair ‘ud_data’= ‘sales_call’ exists it will write sales_call into the record.

I will put some further details of the app on this thread later today.

Cheers,

Wyn

2 Likes
11

Hi Guys and Gals,

I promised further details. So here goes:

The call logger specs are:

For each call we are aiming togather:
• Timestamp of when the call starts
• Timestamp of when the call rings
• Timestamp of when the call answers
• Timestamp of when the call ends
• Timestamp of when the call at end of ACW
• Timestamp of when the call abandons*
• Extension\Position call was answered on
• Routepoint call entered on
• DNIS
• ANI
• UData1**

Timestamps can be in UTC or in ddmmyyhhmmss format. This is manually configured. If required we could modify the code to provide length of time in each mode of the call, rather than timestamps.

Can be configured to collect all call records or only those records if a certain UData Key is present.

  • If a call is abandoned then some of the fields will have null values.
    ** Key needs to be defined. More UData fields could be added.

Data is written directly to a database table (MSSQL or Oracle).

Works as a T-Server client. It runs independently of all other Genesys applications.

I hope this answers some of your questions .

Wyn

2 Likes
12

Sounds fantastic! Is it free? ::slight_smile: I want to try it if it is free. :smiley:

13

A free demo\lab only version will be available at the end of October.

14

Wyn,
I have a somewhat simular app but its all hardcoded. i.e All udata for collection is delcared in the app. Also so are the 3 tserver connections
ElseIf UCase(MyKeyPair.Key) = (“CLI_INPUT”) Then
CLI_Input = MyKeyPair.StringValue
ElseIf UCase(MyKeyPair.Key) = (“IVR_SERVICE”) Then
IVR_SERVICE = MyKeyPair.StringValue

I might spend some time on making it configurable so anyone can use

15

Wyn,
My utility was used to pull certain events from a queue and route point level i.e was just to show totals call etc and detect ghost calls. So basically the only events I was worried about were Queued,Diverted,Abandon,RouteUsed etc.. Does you application just fire on all events or particular ones ?? Or have you left it configurable.

Regards ???