Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Xavier on March 25, 2009, 01:19:55 PM

Title: CMS AVAYA TO GENESYS DATAMART
Post by: Xavier on March 25, 2009, 01:19:55 PM

Good afternoon,

We are looking to change the datasources of a self develop application.
We want to replace the AVAYA CMS datasource to the Genesys datamart used in the reporting solution.

Did someone already do that ?
Did all the AVAYA CMS statistics have an equivalent available in the genesys datamart (directly or with formula) ?


Thank you

Title: Re: CMS AVAYA TO GENESYS DATAMART
Post by: Adam G. on March 25, 2009, 02:09:20 PM

The first time I read your post I thought Infomart but on second reading you clearly wrote Datamart  - my fault.

CCA\Datamart gives quite a few similar stats but by no means all the CMS stats. I faced this issue a couple of years ago and I had to write my own reporting engine to get all the CMS stats, which was not easy.

Title: Re: CMS AVAYA TO GENESYS DATAMART
Post by: mhoganinatl on March 25, 2009, 03:37:40 PM

I did this several years ago,  the only problem we encountered was the Auxouttime and AuxInTime that were subsets of the total Aux time.  We used this for calculating handle time and occupancy. 

Title: Re: CMS AVAYA TO GENESYS DATAMART
Post by: Xavier on March 26, 2009, 09:01:17 AM

Thank you for your answers !

[quote author=mhoganinatl link=topic=4013.msg17636#msg17636 date=1237995460]
I did this several years ago,  the only problem we encountered was the Auxouttime and AuxInTime that were subsets of the total Aux time.  We used this for calculating handle time and occupancy. 
[/quote]

Have you kept a matching table between CMS stats and Genesys's ?
Could you send it to me ? It will be a great time gain for us ;-)

Title: Re: CMS AVAYA TO GENESYS DATAMART
Post by: Adam G. on March 26, 2009, 09:44:47 AM

The tricky part is generating the ACW stats on the queue.

Title: Re: CMS AVAYA TO GENESYS DATAMART
Post by: Xavier on March 30, 2009, 07:35:12 AM

Hi Pavel,

thank you again for your info.
did you have some more clues about ACW stats ?
Which document will be the best to get informations I need ?

Title: Re: CMS AVAYA TO GENESYS DATAMART
Post by: Adam G. on March 30, 2009, 07:50:58 AM

Hi Xavier,

The short answer is we couldn't find an automatic and reliable way of doing it. We found that we could get the VQ and VAG data to tally but any little change in the routing made the subsequent data useless.

Pavel