Recent content by YPC

if using TSAPI, for example a conference call with party 1001, 1002 and 1003 and the call id is 1. Simply hold the call with call id 1 and the party 1002 if you want to hold the party 1002. If you want to control the listening path / talk path of the call, I think you need advanced TSAPI...

can you control the call using tsapi programming?

Yes, please check this. https://blog.upinget.com/2024/07/27/autobridge-for-911-emergency-call/

I think we can do it this way, but it is advanced level. You can monitor a pool of virtual stations, register them and control them using DMCC. For example, login each of the virtual stations to ACD. Your vector simply route the call to the skill of these virtual stations. When virtual...

If your real-time requirement is simply and the number of split/skill is not huge, you can consider the Avaya BCMS too.

Correct me if I am wrong, it seems there is no abandon call record in the CDR RAW data. If you have CMS, you can get the abandon call record in ECH data. If you have AES, you can monitor VDN to get abandon call records.

I am using clintSVR and have the dashboards on Grafana.

do you want real time or historical data? If real time, you need clint. If you want historical data, you need ODBC.

This is a very interesting question. I think the only way to do this is to use CTI to monitor the VDN of the vector and capture the user-entered digit.

I think firstly you need a tool for receiving CDR data and importing the data to the database. Then you can use Power BI to do your dashboards.

If you want the agent's skill changed in real-time, you need CMS. Some tools such as clint or others (clintSVR) are required if you want to do it by a script or program.