Genesys CTI User Forum
Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: sy278 on August 16, 2006, 01:27:49 PM
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Hi guys,
at the moment my company is using ccPulse on Plasma Screens as wallboards, however, they are a mess and are causing no end of problems.
I am thinking of trying to create a webbased version of the display so that we can fully customise it (not to mention use much less processor power)
I have seen that you can access the stats via the ActiveX toolkit, but I have no ide how to do acess them, can anyone point me in the right direction??
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The Genesys Interface Server (GIS) is the norm for thin-client based solutions for Real-Time Reporting, which would work with java or ActiveX.
Tony
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Yeah but my company has refused to pay the £30k they were asked for it >:(
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[quote author=Tony Tillyer link=topic=1790.msg5744#msg5744 date=1155735943]
The Genesys Interface Server (GIS) is the norm for thin-client based solutions for Real-Time Reporting, which would work with java or ActiveX.
Tony
[/quote]
[i]which would work with java or ActiveX[/i]
GIS also works very well using .Net SOAP clients.
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[quote author=sy278 link=topic=1790.msg5746#msg5746 date=1155736217]
Yeah but my company has refused to pay the £30k they were asked for it >:(
[/quote]
Amazing, the costs involved with Genesys.
Nevertheless, I would suggest using GIS. As discussed on another thread, you can do all sorts of things like hitting the stats db directly and retrieving your stats...but this probably won't be supported by Genesis. And if you do an upgrade to a newer version, there's nothing to stop them from changing the database schema, which would then result in you having to retool your applications...which could very well be more expensive than just buying the GIS license.
Also, depending on which stats you need...you can retrieve some info from TServer directly, like the number of available agents in a queue, number of calls waiting in a queue, etc.
This was discussed in this thread:
http://www.sggu.com/smf/index.php/topic,1756.0.html
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thanks,
I'll look into it, though I have a feeling it wont work as all our Queues ar VQ's
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All of our deliveries go through VQ's but that never stopped us developing a thin client for Agents. Ahem - NOT FOR RESALE...
Tony
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[quote author=Tony Tillyer link=topic=1790.msg5750#msg5750 date=1155738760]NOT FOR RESALE...[/quote]
But you could give it away! ;)
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S'not mine and I don't have the source code... :-[
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lol thanks anyway
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I'm pretty sure Genesys sells a special license for GIS named "Wallboard connector" where the price is less then 5k euro. That licences allows just one connection to GIS but doesn't limit number and types of collected statistics.
I would really suggest you to use GIS because the other ways are usually more expensive at the end... especially when you take into account the cost of support and maintenance. That's my experience.
René
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[quote author=René link=topic=1790.msg5755#msg5755 date=1155741403]
I'm pretty sure Genesys sells a special license for GIS named "Wallboard connector" where the price is less then 5k euro. That licences allows just one connection to GIS but doesn't limit number and types of collected statistics.
I would really suggest you to use GIS because the other ways are usually more expensive at the end... especially when you take into account the cost of support and maintenance. That's my experience.
René
[/quote]
Agreed
Unfortunately my company wont budge on it.
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Try this; Remind the business that you would need to develop a solution "in house" and you would still need the (Internal FTE) development costs. Use GIS in the first instance and your (Internal FTE) development costs are greatly reduced. Either way you'd have to pay if your business needs something other than CCPulse(+). Without [i]some[/i] development costs, it just can't be done.
Or
Get them to get you on a course and do it yourself - you win, they win (since it comes out of the training budget and not their coffers).
Or
Re-deploy CCPulse Views with the stats they need now, rather than what is on the screen today.
- Try writing up a paper showing their (3) options (with costs) and break it down in nice, easy chunks for them to understand! ;)
Tony
[quote author=sy278 link=topic=1790.msg5756#msg5756 date=1155742665]
[quote author=René link=topic=1790.msg5755#msg5755 date=1155741403]
I'm pretty sure Genesys sells a special license for GIS named "Wallboard connector" where the price is less then 5k euro. That licences allows just one connection to GIS but doesn't limit number and types of collected statistics.
I would really suggest you to use GIS because the other ways are usually more expensive at the end... especially when you take into account the cost of support and maintenance. That's my experience.
René
[/quote]
Agreed
Unfortunately my company wont budge on it.
[/quote]
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Yeah ill try that, thanks.
The main problem we have with the cc Pusle view is that it is so untidy, to get it to display meaningful titles for the fields were having to use Excel and Notepad, so it just looks really messy.
So we have titles like ECC in Excel that ccPulse shows as VQG_CAT_CSS_ECC_SL, we thought the alias field for the VQs in Config Manager would have helped but it doesnt. :(
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Aha - 2 points then;
In any version of CCPulse, you can specifiy how the Agent Names are being displayed in a View\Template. In the main, you change the Forename, Surname and Initials around in a format you require, using the following as a guide;
%n = Employee ID
%F = First Name
%f = First Name Initial
%L = Last Name
%l = Last Name Initial
You should be able to find them around about here, in your Registry;
...\HKEY_CURRENT_USER\Software\GCTI\CallCentre\CUSTOM DEFINITION\FormatAgentInfo
ALSO:
[b]After [/b] version 6.5.001.05, you get Alias names (in your case, the VQ Alias names) by default, when you create new Views
That's gotta help... right? ???
Tony
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yeah it does!
We were told by our installer that the alias and the actual name have to be the same, though to me that makes no sense.
To me the alias would be a user friendly name, am I right?
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...It can be whatever you want it to be. However, be sure you are not using your VQ aliases in your routing or elsewhere, because if you change them, the changes will not be dynamic across all Solutions.
Your suggestion that the VQ can remain as [b]VQG_CAT_CSS_ECC_SL[/b], whilst the Alias of [b]ECC [/b] can be displayed as the Object Names in CCPulse is a good example of exactley what can be achieved.
Do you have the right version of CCPulse?
Tony
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running ccPulse 7.0.200.07
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Then I suggest you start with a whole new Template/View for CCPulse, with your VQ's and see how you get on. If you have already applied Aliases and expected them to "appear" in CCPulse you need to keep in mind that you still need to "rebuild" your Views since, like i said, the changes are not dynamic in the Solutions.
Have fun! ::)
Tony
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cheers mate.
I.ll create some test VQs to play with first to test this.
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Just tried it myself - when you set up a new View, the Aliases for the VQ's are displayed, not the VQ Names. Don't go looking in the wrong place if you have hundreds of VQ's - In your case, remember you are looking for [b]ECC[/b], not [b]VQ_blah_blah_blah...[/b]
HTH?
Tony
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Being told by one of my colleagues that he tried it a while ago on a live VQ and it stopped working, so it may be that the ailiases are being used in the routing, need to do some investigating.
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As the Americans so aptly put it:
Good luck with that
Tony
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[quote author=sy278 link=topic=1790.msg5742#msg5742 date=1155734869]
Hi guys,
at the moment my company is using ccPulse on Plasma Screens as wallboards, however, they are a mess and are causing no end of problems.
I am thinking of trying to create a webbased version of the display so that we can fully customise it (not to mention use much less processor power)
I have seen that you can access the stats via the ActiveX toolkit, but I have no ide how to do acess them, can anyone point me in the right direction??
[/quote]
Well, if you want, we can provide you with the wallboard server and web-based client. We have developed it outselves and it is using Genesys ActiveX and runs on Windows.
It registers with TServer and monitors all your queues... For free :)
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Victor that would be fantastic.
In return I offer to help in anyway i can here with the forum.
I have PM'd you about this.
Thanks
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Does this still exist?
Sent from my Redmi Note 3 using Tapatalk
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GAX with Pulse kinda killed it, also, ActiveX is no longer supported and doesn't work at newest servers versions
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I have created a very low tech and simple solution to export stats to a csv file (which you can then use for a web based wallboard display).
For the sake of explanation we're gonna say you want to display some VQs/GVQs only with very few stats, but more complicated export is of course possible.
What you need: A PC that runs ccpulse 24/7 (or within your business hours at least), preferably with an SSD drive (if you have a lot of VQs) and priviliges to create thresholds. No access to statserver etc is required.
Step 1:
Create a Template with all the stats you want for your wallboard, we're gonna go with OCN, ANS and AHT. However, for performance reasons I advise to do as little calculations as possible within the template. Just choose the base values, you can still run calculations later in the wallboard php script or wherever. So instead of calculating AHT in CCPulse, just choose TotalTimeHandled, and later in the wallboard php you can calculate AHT with TotalTimeHandled/ANS.
Also don't set the notification frequency too low, as performance is not great for this method. 60 seconds should be enough, if you have A LOT of VQs (far more than 100) you could even go way higher, like 300 sec etc. Depends on how often your wallboard needs to be updated.
Step2:
Now create a formula in that template that returns all the stats in a single string, like this:
[code]
result.Text = exporttocsv()
function exporttocsv()
{
OCN =
ccpulse.CallStats.N_Offered -
ccpulse.CallStats.N_ShortAban
ANS = ccpulse.CallStats.N_Ans
THAND = ccpulse.QueueStats.TotalTimeQ_Handled
tempstring = OCN + ";" + ANS + ";" + THAND
exportstring = tempstring.replace(/NaN/g,"0")
return exportstring
delete OCN
delete ANS
delete THAND
}
[/code]
Step 3:
Almost done, now create a new Threshold. Thresholds and Actions both support full vbscript functionality, and give access to stat/formula data, so there is almost nothing you can't do. We are gonna build our script entirely as a threshold instead of a threshold/action pair though. Why? Because an action only fires the *first* time a threshold is true, but does not fire again while it remains true. We wan't our script to *always* fire on any stat change, and thresholds evaluate everytime the stat it applies to changes.
Apply this threshold to the formula with all the stats (some explanations as comments in code, you will certainly need to modify some of it).
[code]
if (hour(now) => 0 and hour(now) <= 23) then 'you can adjust this for your business hours
If instr(1,Threshold.StatValue,"0;0;0") = 0 then 'don't export VQs that have no calls. You may want to remove this condition if you want empty vqs in your export
Function GetFormattedDate 'get the current date for later use as part of the filename
strDate = CDate(Date)
strDay = DatePart("d", strDate)
strMonth = DatePart("m", strDate)
strYear = DatePart("yyyy", strDate)
If strDay < 10 Then
strDay = "0" & strDay
End If
If strMonth < 10 Then
strMonth = "0" & strMonth
End If
GetFormattedDate = strYear & "-" & strMonth & "-" & strDay
End Function
Set objFSO=CreateObject("Scripting.FileSystemObject")
inFile="c:\CCPulseExport\CCPulseExport " & GetFormattedDate & ".csv" 'export to THIS file. The folder structure needs to already exist (ie create them by hand)
If not objFSO.FileExists(inFile) then 'create a new file each day
Set objFile = objFSO.CreateTextFile(inFile)
set objFile = nothing
Set objFile = objFSO.OpenTextFile(inFile,2)
objFile.Write "VQNAME;OCN;ANS;THAND" & vblf 'write the header row into the file
objFile.Close
End if
Set objFile = objFSO.OpenTextFile(inFile,1) 'open the file and read it's contents into a string
strText = objFile.ReadAll
objFile.close
set objFile = nothing
If Not instr(1,strText,Threshold.CFGObjectID) = 0 then 'if this vq has been previously written to the file, run a regex on the string that replaces the vq's line with the new values
Set objRegex = new regexp
objRegex.Global = true
objRegex.Pattern = "(VQ).*\n" 'the regex pattern to determine single lines. you may need to adjust this if your vqnames do not all start with "VQ". You could just match for newline.
Set objMatches = objRegex.Execute(strText)
For Each objMatch in objMatches
match = objMatch.Value
if Not instr(1,match,Threshold.CFGObjectID) = 0 then
strText2 = Replace(strText,match,Threshold.CFGObjectID & ";" & Threshold.StatValue & vblf)
end if
Next
else 'if this vq has not been previously written, create a new line
strText2 = strText & Threshold.CFGObjectID & ";" & Threshold.StatValue & vblf
end if
Set objFile = objFSO.OpenTextFile(inFile,2) 'write the modified string back to the file
objFile.Write strText2
objFile.Close
set objFile = nothing
set objFSO = nothing
Threshold.Result = true
else
Threshold.Result = false
end if
end if
[/code]
CCPulse still requires you to attach an action to a threshold when applying it to the formula, but you can just create a completely empty action and call it "do_nothing" or something. Apply the threshold/empty action and you're done. If everything works as it should, export will start basically the moment you apply the threshold. The vbscript write/read operations are not super fast and depending on how many vqs you have might take quite a bit of time, so as mentioned before, don't set the notification frequency too low. Exporting to a SSD helps a lot.
You can now use scheduled tasks or even a second threshold to copy the export file like every minute to a networks share or something for usage by your wallboard webserver.
One more thing: If you are open 24 hours, you should probably run a scheduled task that kills the export ccpulse at 23:59 and restarts it at 00:01 each day, as otherwise some not-yet-updated stats from the previous day may carry over into the next days file.
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Nice post!
Thanks for sharing such nice scripts