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sean

  • Guest
Multisite with one ODS at each site
« on: January 01, 1970, 12:00:00 AM »
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Hi, I am actually grappling with one design decision for implementing ODS on a multisite call centre. I have 3 separate call centres and we are thinking of deploying one ODS for each site. However, I have the following doubts on this because normally, I would use a single ODS for all three sites. Can we have a datasourcer dedicated to each site? Does that mean that each site will have a datasourcer which is connected to one dedicated statserver which is in turn connected to the onsite Tserver? Does this actually work? Can ETL aggregate the data as if all data came from one ODS?
Sorry for being so long. Thank you for your replies
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Vic

  • Guest
Multisite with one ODS at each site
« Reply #1 on: January 01, 1970, 12:00:00 AM »
Sean,

for short answer yes, you can have one ODS per site, connected to a local statserver. Then, you can have one global ETL collecting data from each one of your ODS. We have done quite a few of these sites.

Now, for a longer version, there are several things you should consider when considering to implement local vs. global ODS.

how stable is your WAN?
whenever you have your WAN down, it means global statserver will not be able to track all the events, thus your ODS>Datamart will have gaps

how much money you have? (seriously)
if you are not using local statservers, it will mean you will have to probably buy the licenses for them. and they will not come cheap. Thus, it will be costlier for you to have 4 ODS than 1.

Are you using global statserver for anything?
if you have global statserver and it is already taxed beyond its means by CCP, you will need to add another statserver for ODS. That of course will SIGNIFICANLY increase your network load, especially if you have thousands of agents and a multitude of calls.

I will try to finish it later. Got to run!

Vic
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JN

  • Guest
Multisite with one ODS at each site
« Reply #2 on: January 01, 1970, 12:00:00 AM »
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    • Yes, You can one ODS and local statserver for each site, but make sure you secuirty access group application each satserver and datasourcer and then It will collect data from each site with those object, otherwise even that site is not collecting ststistics, it will put zero's in you database, we went through this last year, but access group for each site is really important for reporting.

    Regards,
    JN
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    AR

    • Guest
    Multisite with one ODS at each site
    « Reply #3 on: January 01, 1970, 12:00:00 AM »
    Access groups? I guess you mean META GROUPS inside DMA for each ODS?

    Anyway, ETL Service 6.5 will create unions for the views for all layouts with the same name (for example Agent). So if you will be using the same DataMart, the combined agent stat from the separates ODS's will be possible to report on it from the standard Brio report.

    But if you transfer calls between the sites you will loose some stats using separated ODS's :(
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    Vic

    • Guest
    Multisite with one ODS at each site
    « Reply #4 on: January 01, 1970, 12:00:00 AM »
    You would lose some stats? Are you sure? Even if ConnID is the same?
    Can someone please confirm this?

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    JN

    • Guest
    Multisite with one ODS at each site
    « Reply #5 on: January 01, 1970, 12:00:00 AM »
    I mean Access group for your application.
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    Short

    • Guest
    Multisite with one ODS at each site
    « Reply #6 on: January 01, 1970, 12:00:00 AM »
    Example: VQ used for statistics in defined under TS1

    If ODS chain 1 (TServer1 and StatServer 1 with connection TS1) transfers a call to ODS chain 2 (TServer2 and StatServer 2 with connection TS2) , then you will not get call answered on the VQ in CCA.

    This means that you need one centralized ODS with connections to all TServers for queue stat.
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    Superglide

    • Guest
    Multisite with one ODS at each site
    « Reply #7 on: January 01, 1970, 12:00:00 AM »
    I think the cautios thing with Metaviews is how they treat multisite transfers. Theyt may be reported differently.
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    Vic

    • Guest
    Multisite with one ODS at each site
    « Reply #8 on: January 01, 1970, 12:00:00 AM »
    It took me few re eads before I was able to see the point, but I was wondering if you could actualyl do it.

    What do you means connection TS1 and TS2?
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    Short

    • Guest
    Multisite with one ODS at each site
    « Reply #9 on: January 01, 1970, 12:00:00 AM »
    TS1 means TServer1
    TS2 means TServer2

    We used distrubuted collection on the sites first, but after some discussions with tech support we had to centralize queue/queuegroup statistics.
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