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Starter for ten...

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Adam G.:
I know Vic is keen on getting a wallboard server app going so I'd thought I'd post some thoughts I've had and see where they take us. These are all assumptions, in no particular order, so feel free to comment:

(1) Does anyone know where generic, cheap LAN wallboard devices can be obtained?
(2) It would be Open Source.
(3) Developed to run on Windows.
(4) Where would the stats come from? Stat Server? GIS? Our own stats engine?
(5) Obviously it would display real-time stats but do we want to use historical stats as well?
(6) Developed in VB, Java, C++?

Well that's my starter for ten.

Pavel

victor:
Pavel,

you beat me to a punch! But this is what so great about having people who really know their stuff!  :D

Here are my thoughts on the project. Needless to say, I would like to hear what everyone else is thinking about it, and then base our development on the mutual consensus. I hope that someone is better organized than me and is able to put it together in a nicer way so we can post it for everyone to comprehend without reading through all of my jibberish blabbering.  :-\

My initial preference was to suggest C#, but considering that many people are iffy about using .NET or installing it on their machines, I suggest starting with VB for the prototype and then as it gets more stable move to C# (which is not that much different). There are a lot of langauages out there, Java is probably another contender, but I would suggest VB if people do not mind, because it means more people can contribute to the initial design and help us with the coding (plus I am not that good in it too)

Regarding how to collect statistcs, StatServer SDK would require additional licenses and many of our clients do not want to pay additional license fees. Genesys ActiveX is probably the most commonly used component so everyone would have no problem with it. JTAPI is another alternative, but ... well, it IS JTAPI, guys  :P

OS - let's keep it Windows for debugging sake  ;)

We will need some fundamentals to start the discussion on, so, I will try to put together a draft over the next few days, and then start from there.

The initial layout would be :

Wallboard  Server - collect Queue statistics, transmit information to client. Genesys ActiveX-based
Client - ActiveX based client which can be used As-Is or embedded into Browser.  Displays Queue Name and relevant information

I suggest use of TCP and not UDP to avoid possible network-related chagrins and incurring wrath of the local network administrator. (Most of our clients do not allow for UDP between different segements)

(Ok, please feel free to add !!!)

Off to putting together our basic doc!
Vic

mark:
I have nothing to add other than an interest in this project. We are potentially looking at a solution for wallboards or an alternative to them, very soon. So this discussion will be very beneficial to my knowledge and understanding :]

Haldane:
If using an Active X client the problem would arise if the client failed for some reason, then you would loose all collected stats. You would need a way in which to recover. Biggest problem with wallboards in the CC env is when you have different stats apperaing in differnet apps. For example CCpulse and Symon. You may have a time range of 0-5 seconds for short abandonded calls , on old versions of sysmon they cannot pass down time-range to the GIS server thus returning default time range, thus returing 2 differnet values for Stat Calls answered in X seconds. If there is not uniformity in the data then people will not trust teh data and then refuse to use it. The only solution to ensure that the wallboard matches Genesys is to use GIS or Stat SDK. I can see a Active X Client being a running in the CC environment other than a wallboards for small callcentres 5-15 seats.

Peter:
[quote author=Haldane link=topic=1928.msg6395#msg6395 date=1164885432]
If using an Active X client the problem would arise if the client failed for some reason, then you would loose all collected stats. You would need a way in which to recover. Biggest problem with wallboards in the CC env is when you have different stats apperaing in differnet apps. For example CCpulse and Symon. You may have a time range of 0-5 seconds for short abandonded calls , on old versions of sysmon they cannot pass down time-range to the GIS server thus returning default time range, thus returing 2 differnet values for Stat Calls answered in X seconds. If there is not uniformity in the data then people will not trust teh data and then refuse to use it. The only solution to ensure that the wallboard matches Genesys is to use GIS or Stat SDK. I can see a Active X Client being a running in the CC environment other than a wallboards for small callcentres 5-15 seats.
[/quote]


Your email made me think, Haldane, because I was inclined to side with GENE ActiveX. I am not familiar with GIS that much, so I will list why I think GENEActive X should be sufficient.

There are several reasons why I prefer GENE Active X to GIS. In my mind these reasons are boilled down to:

[list]
[li]GIS requires license[/li]
[li]GIS uses Stat Server proprietary protocol meaning any information that is available on T-Server but not Stat Server would not be passed on to the client[/li]
[li]losing connection between wallboard server and T-Server would be equivalent to losing connection between T-Server and Stat Server. For both products it would mean missing several events, but it should not make all stats invalid./li]
[/list]

I assume that use of addp with GENE Active X should be good enough to detect any disconnects.
From your post, I assume that you are very knowledgable about GIS and how it works, so if we are about to make a mistake by choosing GENE Active X please tell us.

I do not think that any of us would want to use if for a 15 seat call centre. (Do any of them even use Genesys?)

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