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For ECHI, you can reference this document first. https://download.avaya.com/css/public/documents/101058296

I don't know how to do it by CMS. But you can do it using TSAPI by monitoring the relevant VDNs, this is real time. If not real time, you can using ECH records from CMS.

There are API in the market to get real time data from CM BCMS or CMS directly. We use the Grafana JSON plugin and the API to get the required real time data and display the data using different Grafana Visualization panels.

Just a thought, can we use DMCC to monitor the button event?

I do it in another way, using CTI to monitor the VDN and get the call abandoned recoreds. Or can we use the ECH data and use the abandoned call segments for the repeated callers?

I use Grafana. Grafana is free and the dashboards are beautiful!

I found a blog to monitor Avaya call center using Grafana and Prometheus, but no the system side. https://blog.upinget.com/

you can program it using OSSI scripting. A tool called bcmsSVR has API to change variable value using REST interface.

OSSI is the right solution! If you logic depends on VDN variable, then your external program can modify the VDN variable by using OSSI at every X minutes. You can reference some tools such as bcmsSVR which use OSSI to update VDN variables.

you can using TSAPI programming to achieve this. For example, monitor the agent hunt group extension using TSAPI, there are TSAPI events for agent login and logoff. When you received the agent logoff event, then trigger the email notification.

no free tool is available as far as I know.

if you can program yourself, search google "OSSI over ssh" or bcmsSVR to find the answer.

You need to program a vector for a VDN, for example add a step to adjunct routing the request to a CTI. Also, you need to develop a TSAPI program, use API such as cstaRouteRegisterReq() to register your TSAPI program as the route engine for new calls for a specific VDN. Once a route request is...

Two possible ways to implement this by external programming. 1. If your environment has AES and adjunct routing enabled, pass the routing request to a TSAPI program, the TSAPI program query all the hunt group extensions the number of waiting call and decide which VDN number to route the new...

I have a customer who has specific requirement on outbound call. Agent is using a CRM system to make outbound call and the CRM is integrated with AES. The CRM system does not show the customer telephone number and the agent just click a dial button to make outbound call. The customer also want...

You can reference this to do the same, technically it is not difficult. https://upinget.wordpress.com/2018/04/01/alarmlight/

You can use OSSI to get the output of "display alarm", when minor or major alarms that are not resolved, you can program to turn on busylight such as Embrava or Kuando busylight. Google bcmslib or bcmsSVR, you can get the programming details.

You can use a tool called AvayaCDR. It can parse the raw data into structural fields and send the data to Splunk. In Splunk, you can search the data by these fields.

You can try this tool. https://sourceforge.net/projects/avayacdr/

I use this tool to monitor trunk and other avaya objects. But it requires AES https://programitsimple.wordpress.com/2013/03/29/avayamonitor/