CMS Custom Reports on call_rec 1

[sharon7795]

I have copied one report (call records) and modified to get just select fields. Both reports will run and pass all tests BUT no data is displayed. I have specific dates where calls were disconnected by agent. Is there something missing here?

 

[jfh9219]

Make sure you have allocated storage for the call records. ie, Tools\System Setup\Data Storage Allocation\ at the bottom of the screen you should see Number Call Records (0-5000). This should be as large as you feel comfortable with, realizing that when the number of records reaches the maximum you start losing the oldest data.

If this is a non-zero number then you need to try to get the most recent data by using the current date and a very recent time range to see if there is any data. If you hope to find data from a prior day you will need to have had very low activity or the old data is gone forever.

If you don't find any data within the last ten minutes to current then it may be that you have ECHI turned on which prevents access to the call records table from CMS supervisor.

 

[sharon7795]

Thanks for the information. I have 99999 call records in setup. External call history is turned on and extended. I've tested several skill groups over the past couple of days and even today from CMS instead of supervisor - no data. I'm assuming that the ECH is blocking access to that data from either interface. Is this correct?

 

[jfh9219]

That's my belief. So if ECHI is turned on then the data should be going someplace.

 

[multibus2]

When ECH has been installed via the cmsadm --- install package option. The call record data is no longer collected and stored in the local Informix database, hense no data in the call_rec table.
Rather the now External Call History data is collected and stored as binary data files in the /cms/cmstables directory, these files are prefixed chr and are frequently closed and a new file opened, so you will get many per day. The collected files are either expected to be sent via a serial uucp connection or if the Avaya PSO ech scripts are installed by FTP to another system for decoding and processing into a non Avaya provided database. As they are binary data files they cannot be opened as a ASCII file, they must be decoded first.

There is no provision for both internal and ECH call records to be collected at the same time. It should also be noted that internal call records when enabled can only process 400 call records in a twenty minute period, any more records that have not been complete will be ignored. ECH does not have this limit.

Hope this helps


"Been there, done that and got the teeshirt

 

[CMatento]

plz what is "the Avaya PSO "

i'm lock for decoder software , how can i do that

 

[multibus2]

Avaya Professional Services. As for the decoder you either write your own or buy one from Avaya Professional Services.

"Been there, done that and got the teeshirt