An extension number(DN) wants to look in CCP.

[kuroda]

Hi Genesys Pro,

It is a question about  CCPulse+.
I want to let you display DN(ACD Position) of Persons logging in.
What kind of "Section" should I make in StatServer?

"Object Type" to use is as follows.....
Tenant　→　Persons　→　Group of Agemts　→　Agent　

How do you make it look like it?
Thank you very much.

[tony]

Kuroda,

If I understand the question correctly, you want to display ACD Extension DN's in a CCPulse+ View, instead of displaying Persons and you want instructions from setting up the StatServer Options onwards..?  Either way, you will need some in-depth knoweldge of StatServer's if the statistics you want are not already available when you set up a new View in CCPulse.  [b][color=Red]I do not recommend you follow any of the notes below unless you are [u]absolutely sure[/u] of what you are doing and have fully tested these instructions in a safe (test) environment![/color][/b]  I am assuming your environment already has the required CCA/Reporting Solution components built in - if not, you really do need some on-site help!

Here's a quick run-down of what you need, on a general level <deep breath>;

Open CME and locate your [b]Reporting [/b] StatServer.
- In the Options Tab, add new Sections relating to the following, if they are not already available in the Options of that StatServer;

[b]<Read in Columns, delimited by "-">[/b]

[b]Stat_Name - Category - MainMask - Subject - Objects - Filter - Formula[/b]

Total_Calls - TotalNumber - CallInbound CallOutbound CallInternal CallConsult CallUnknown - DNAction - Agent GroupAgents GroupPlaces Place -  -
Total_Calls_Answered_BDL - TotalNumber - CallAnswered CallAnsweredUnknown CallAnsweredInternal CallAnsweredInbound CallAnsweredOutbound CallAnsweredConsult - DNAction - Agent GroupAgents GroupPlaces Place RegDN -  - DCID
Total_Calls_Consult - TotalNumber - CallConsult - DNAction - Agent GroupAgents GroupPlaces Place -  - DistByConnID
Total_Calls_Inbound - TotalNumber - CallInbound - DNAction - Agent GroupAgents GroupPlaces Place -  - DistByConnID
Total_Calls_Internal - TotalNumber - CallInternal - DNAction - Agent GroupAgents GroupPlaces Place -  - DistByConnID
Total_Calls_Outbound - TotalNumber - CallOutbound - DNAction - Agent GroupAgents GroupPlaces Place -  - DistByConnID
Total_Calls_Unknown - TotalNumber - CallUnknown - DNAction - Agent GroupAgents GroupPlaces Place -  - DistByConnID
Total_Dialing_Number - TotalNumber - CallDialing - DNAction - Agent GroupAgents GroupPlaces Place -  -
Total_Hold_Time - TotalTime - CallOnHold - DNAction - Agent GroupAgents GroupPlaces Place -  -
Total_Login_Time - TotalTime - * ~LoggedOut ~NotMonitored - AgentStatus - Agent GroupAgents GroupPlaces Place -  -
Total_Not_Ready_Number - TotalNumber - NotReadyForNextCall - DNAction - Agent GroupAgents GroupPlaces Place -  -
Total_Not_Ready_Time - TotalTime - NotReadyForNextCall - DNAction - Agent GroupAgents GroupPlaces Place -  -
Total_Number_of_Conferences - TotalNumber - CallConferenceJoined CallConferenceMade - DNAction - Agent GroupAgents GroupPlaces Place -  -
Total_Number_of_Transfers_Made - TotalNumber - CallTransferMade - DNAction - Agent GroupAgents GroupPlaces Place -  -
Total_Number_of_Transfers_Taken - TotalNumber - CallTransferTaken - DNAction - Agent GroupAgents GroupPlaces Place -  -
Total_Number_on_Hold - TotalNumber - CallOnHold - DNAction - Agent GroupAgents GroupPlaces Place -  - DistinctByConnID
Total_Ringing_Number - TotalNumber - CallRinging - DNAction - Agent GroupAgents GroupPlaces Place -  -
Total_Ringing_Time - TotalTime - CallRinging - DNAction - Agent GroupAgents GroupPlaces Place -  -
Total_Talk_Time - TotalTime - CallConsult, CallInbound, CallInternal, CallOutbound, CallUnknown - AgentStatus - Agent GroupAgents GroupPlaces Place -  -
Total_Talk_Time_Inbound - TotalTime - CallInbound - AgentStatus - Agent GroupAgents GroupPlaces Place -  -
Total_Talk_Time_Internal - TotalTime - CallInternal - AgentStatus - Agent GroupAgents GroupPlaces Place -  -
Total_Talk_Time_Outbound - TotalTime - CallOutbound - AgentStatus - Agent GroupAgents GroupPlaces Place -  -
Total_Talk_Time_Unknown - TotalTime - CallUnknown - AgentStatus - Agent GroupAgents GroupPlaces Place -  -
Total_Wait_Number - TotalNumber - WaitForNextCall - DNAction - Agent GroupAgents GroupPlaces Place -  -
Total_Wait_Time - TotalTime - WaitForNextCall - AgentStatus - Agent GroupAgents GroupPlaces Place -  -
Total_Work_Number - TotalNumber - AfterCallWork - DNAction - Agent GroupAgents GroupPlaces Place -  -
Total_Work_Time - TotalTime - AfterCallWork - DNAction - Agent GroupAgents GroupPlaces Place -  -
TotalAfterCallWorkDNStatusTime - TotalTime - OfflineWorkType1 - DNStatus - RegDN Agent Place GroupAgents GroupPlaces -  -
TotalAfterCallWorkPlaceStatusTime - TotalTime - OfflineWorkType1 - PlaceStatus - Agent Place GroupAgents GroupPlaces -  -
TotalAfterCallWorkStatusTime - TotalTime - OfflineWorkType1 - AgentStatus - Agent Place GroupAgents GroupPlaces -  -
TotalLoginTime - TotalTime - * ~LoggedOut~NotMonitored - AgentStatus - Agent GroupAgents -  -
TotalNotReadyDNStatusTime - TotalTime - NotReadyForNextCall - DNStatus - RegDN Agent Place GroupAgents GroupPlaces -  -
TotalNotReadyPlaceStatusTime - TotalTime - NotReadyForNextCall - PlaceStatus - Agent Place GroupAgents GroupPlaces -  -
TotalNotReadyStatusTime - TotalTime - NotReadyForNextCall - AgentStatus - Agent Place GroupAgents GroupPlaces -  -
TotalNumberCallsAbandFromRinging - TotalNumber - CallAbandonedFromRinging - DNAction - Agent GroupAgents GroupPlaces Place -  - DCID
TotalNumberConsultCalls - TotalNumber - CallConsult - DNAction - RegDN Agent Place GroupAgents GroupPlaces -  -
TotalNumberInboundCalls - TotalNumber - CallInbound - DNAction - RegDN Agent Place GroupAgents GroupPlaces -  -
TotalNumberInternalCalls - TotalNumber - CallInternal - DNAction - RegDN Agent Place GroupAgents GroupPlaces -  -
TotalNumberOutboundCalls - TotalNumber - CallOutbound - DNAction - RegDN Agent Place GroupAgents GroupPlaces -  -
TotalTalkDNStatusTime - TotalTime - CallInbound CallOutbound CallInternal CallConsult CallUnknown - DNStatus - RegDN Agent Place GroupAgents GroupPlaces -  -
TotalTalkPlaceStatusTime - TotalTime - CallInbound CallOutbound CallInternal CallConsult CallUnknown - PlaceStatus - Agent Place GroupAgents GroupPlaces -  -
TotalTalkStatusTime - TotalTime - CallInbound CallOutbound CallInternal CallConsult CallUnknown - AgentStatus - Agent Place GroupAgents GroupPlaces -  -

- Restart the StatServer [b] [color=Red](Careful - it may be live!) [/color] [/b]

Open CCPulse+ and connect to the StatServer where you have made the changes.
- Create a New Template for your Agents/Persons, using the new statistics
- Create a New Template for your DN's/Extension, using the new statistics
- Create a New Workspace, based on Agent (Persons) and the DN's/Extensions you require.
- Apply the New Template for Agents, to the Agents you select.
- Apply the New Template for DN's/Extensions, to the DN's/Extensions you select.

...Quite simple, really! 

Tony

[victor]

Tony,

I spent 15 minutes staring at the post trying to figure out what it is. (I forgot to blink and now I have really dry eyes!) 

I am totally confused!!! 

What is this and how does it work?

I tried valiantly to answer Kuroda's question, but the only thing I could come up was to use CustomValue to display attach-data with agent DN in.
Are you telling me there is a way to display DN next to the agent in CCP report?!!! I want this!
I checked CCP manual and reporting and could not find it anywhere! 


Can you attach the export of these options so I can test it in our lab, because this seems to be something that I want as well.


...Wait a second: I think you are telling him how to use DN templates and agent templates...
I think the guy wants to know if you can show extension next to person's name, because right now CCP can only show DN or Person name, but it cannot show what DN Person is logged in. I can see this coming in very handy: Johnson, Jim - we got three of them and I sure would love to know which one is which by seeing extension # next to their name. Can this be done?

[tony]

Vic,

Blinking is integral to human nature.  Therefore you are an unnatural human being.

The items you can update in CCPulse amount to the way the following is displayed on a View;

Employee ID
First name
Abbreviated first name
Last name
Abbreviated last name

Unfortuantely, no DN in this list - unless you set up the DN as part of the Employee ID.. 

Oh yeah - you have to be able to fudge the Registry to get the desired results...

Tony

[victor]

This is really a shame.  I sure would like to know how this can be done.
One idea that I have is to have softphone add userdata with ThisDN value and then use a CustomValue statistic to display it.
I wonder if there is a way to pickup ThisDN in CustomValueStatistic.

[tony]

Attach [b]ThisDN [/b] as a [b]KVP [/b] [i]KV [/i] and the [b]DN [/b] as the [i]P [/i] in the [i]Strategy[/i], then enter it as a [b]CustomValueStatistic [/b] in CCPulse... Wouldn't that create it's own problems being that you would be creating [b]ThisDN [/b] as a [i]Filter[/i], not as a Object to report on?

Hmmm...

Tony

[cavagnaro]

I agree with Vic,

For what i see you are creating basic metrics in the Stat Server and then generating a basic report, what he wants to do is that in the left panel where all object are shown you see the DN where the agent is logged, what i believe must the the Place. I also think the only way to do this is to use the Place name as some of the Employee ID, First name, Abbreviated first name, Last name, Abbreviated last name and then modify the registry and let this value show. This is valid if agent uses always the same place but if they are free agents it will be usefull.
By the way, why you want to see in which place is he at? Why don't use the extended monitor?

[simon obrien]

[quote author=victor link=topic=1826.msg5963#msg5963 date=1158744192]
Tony,

I spent 15 minutes staring at the post trying to figure out what it is. (I forgot to blink and now I have really dry eyes!) 

I am totally confused!!!   

What is this and how does it work?

I tried valiantly to answer Kuroda's question, but the only thing I could come up was to use CustomValue to display attach-data with agent DN in.
Are you telling me there is a way to display DN next to the agent in CCP report?!!! I want this!
I checked CCP manual and reporting and could not find it anywhere! 


Can you attach the export of these options so I can test it in our lab, because this seems to be something that I want as well.


...Wait a second: I think you are telling him how to use DN templates and agent templates...
I think the guy wants to know if you can show extension next to person's name, because right now CCP can only show DN or Person name, but it cannot show what DN Person is logged in. I can see this coming in very handy: Johnson, Jim - we got three of them and I sure would love to know which one is which by seeing extension # next to their name. Can this be done?




[/quote]

Hi there,

you can see DN against the agent as a default but you must look at the agent in extended status. This will show ful breakdown of status times and dn as well as position id. You can add as many as you want although it will slow things down a bit. I admit, this is not ideal, but it is something.

Apols if I have misunderstood

Simon.

[tony]

...has anyone else noted that kuroda has not contributed to this thread since it was started it?  I'm wondering if we have scared them away...

kuroda - are you still looking for an answer or have we helped?

Tony