CMS Pulling Data from Two G3r Switches

[mikej97204]

I have two G3r v9.05 switches in different locations. Both are visible to our network (I access both now with over the networks via their C-Lan cards into a single copy of ASA).

We are looking at getting a multi license CMS system. The reseller that is selling the system thinks it will be able to pull data from both switches, but doesn't know for sure. Before we spend the money, can it pull data from both G3r switches and use the CMS to create reports for both of them? If it can do it, is this something it can do out of the box or does it need some other license or configuration turned on that doesn't come that way by default?

Thanks

Mike

 

[4merAvaya]

A CMS can support up to (8) PBX ACDs.

The new CMS release, R3V15, will only go back to CM 2 (G3V12). Avaya doesn't sell older releases of CMS so you would end up having to upgrade both of your switches to CM 5.x. It's going to be expensive.

Kevin

http://support.avaya.com/elmodocs2/cms/R15/swconnadmin.pdf

 

[mikej97204]

Thanks, Kevin. I'm not sure what version this one is, but it's not the latest. The reseller said that it would work with our G3r ver 9.05 switches, although he wasn't positive it would pull data from both switches together.


I have another question on the reports CMS creates. Does it keep track of what trunks and ports outbound calls go out of? Right now, we have plenty of ways to tell what inbound T1's and ports calls come in, but we are pretty blind on which T1 and port our outbound goes out on. I know which trunk it's suppose to go out on, but if I have 7 T1's, unless I'm running a trace at the time it goes out, I don't know which one of the T1's or channel's on that T1 it goes out. If CMS can pull save that data, it would be great and help me a lot for times we have problems on outbound calls.

Thanks

Mike

 

[4merAvaya]

CMS provides a Poor Man's CDR. That is not it's primary intention. You can configure the number of Call Records on the Data Storage Allocation form for each ACD but the buffer is not very big. You'd be better off getting a CDR system.

Regarding whether or not the CMS can suppport two ACDs, login as root and type 'cmssvc'. Select option 1 (Display Authorization). Toward the bottom of the form it will tell you how many ACD RTU have been purchased.

Kevin

 

[mikej97204]

It took a long time to get management to buy this older version of CMS. I can imagine what they would say if I suggested a CDR system. Although I agree with you that we should have one. One of these days we are going to upgrade to a new switch (although these Definity G3si and G3r's we have used have been bullet proof) and that is high on my list to add to the package.

Thanks again, Kevin. It's suppose to be on it's way, so I'll check that once we get it and I get it up and running.

Mike

 

[Stinney]

CMS has an External Call History Interface. We have one set up and it exports call records to a SQL Database server where we build a table from the data sent to it.

The records show detail about the calls, incoming and outbound for all incoming calls measured by CMS and outbound calls made by agents. Including trunk information, numbers dialed, etc.

Check out the External Call History Interface documentation at support.avaya.com for all the data it sends.



- Stinney

Quoting only proves you know how to cut and paste.

 

[mikej97204]

Thanks, Stinney. That's good information.


I have another question. I just saw the final proposal for the CMS we are getting. It's ver 9. The people that it is being bought from gave us one price for the hardware/software but said that it would probably take 10 hours of a ex-tier 3 Avaya tech to get it installed, programmed and working. At a very high additional fee of course. And they say they need our Cust login and password to do the work on our two switches.

I may be wrong, since I've never seen CMS, but is it that difficult to hook up and program? I would think that it would hook up over the C-Lan like our BCMS vu and Audix Voice mail servers do and telling it what the two PBX IP's are, then make sure measurements are being taken on the areas that we want to pull data on. I'm sure setting up some of the customer reports will take some work and time, but how much work is it to actually start pulling data and storing it in the database?

So does it take a tier 3 to install this or can anyone that is fairly familiar with the G3r do it?

Thanks

Mike