Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: Vic on January 01, 1970, 12:00:00 AM

Title: Cheap CCon
Post by: Vic on January 01, 1970, 12:00:00 AM

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

Title: Cheap CCon
Post by: Xiang on January 01, 1970, 12:00:00 AM

Is there a market for it?

Title: Re: Cheap CCon
Post by: Kevin on September 11, 2006, 02:28:57 PM

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?

Title: Re: Cheap CCon
Post by: Adam G. on September 11, 2006, 03:36:33 PM

Yes....

Please PM me.

Pavel

Title: Re: Cheap CCon
Post by: Kevin on September 12, 2006, 01:32:21 AM

"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"
???

Title: Re: Cheap CCon
Post by: Jeff on September 12, 2006, 04:00:19 AM

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.

Title: Re: Cheap CCon
Post by: Fra on September 12, 2006, 07:48:49 AM

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

Title: Re: Cheap CCon
Post by: Adam G. on September 12, 2006, 08:24:10 AM

Hi guys,

In this case, PM stands for Personal Message :) (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.

Pavel

Title: Re: Cheap CCon
Post by: Haldane on September 13, 2006, 08:06:49 AM

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

Title: Re: Cheap CCon
Post by: Adam G. on September 14, 2006, 08:34:22 AM

[quote author=Haldane link=topic=425.msg5906#msg5906 date=1158134809]
Pavel,
    Do you mean 1 KVP or 1 Udata chunk ?
[/quote]

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 [i]sales_call[/i] into the record.

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

Cheers,

Pavel

Title: Re: Cheap CCon
Post by: Adam G. on September 14, 2006, 09:20:49 AM

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 .

Pavel

Title: Re: Cheap CCon
Post by: Kim on September 15, 2006, 01:16:36 PM

Sounds fantastic! Is it free?  ::) I want to try it if it is free. :D

Title: Re: Cheap CCon
Post by: Adam G. on September 17, 2006, 05:31:52 PM

[quote author=Kim link=topic=425.msg5930#msg5930 date=1158326196]
Sounds fantastic! Is it free?  ::) I want to try it if it is free. :D
[/quote]

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

Title: Re: Cheap CCon
Post by: Haldane on September 18, 2006, 10:57:14 AM

Pavel,
    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

Title: Re: Cheap CCon
Post by: Haldane on September 21, 2006, 10:34:04 AM

Pavel,
    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  ???