How to connect CMS for Real Time Reports? 1

[simon129]

Hi @ all

Does anyone know how to connect to CMS in order
to retrieve agent skills and levels, vdns and
queue stats in realtime?

The issue is to provide agent popup screens with
actual skills and waiting calls in his queues...

Is there something like an API or a interface?
If Yes, is there docu available?

Thanks a lot,
Simon

 

[RGarcia87]

Do you not have CentreVu? CentreVu Supervisor will allow you to do this.

 

[AvayaHelp]

I am not exactly clear on what you want to achieve but to give all your Agents CMS CentreVu means a lot of licences. You might want to concider Vu-Stats on the phone display if you can. With Vu-Stats you can show each individual agent a whole lot of info if they have the room for it on their phones. I need to know what version of switch and phones you use to walk you through that set up.

Avaya, Octel, AUDIX, CMS and other fun stuff.

"There is always a way, it may not be pretty but there is always a way."

&quot;I don't have a technical solution to your management problem.&quot; <PeaveyPhones>

P:-D

 

[simon129]

Hi richgarcia87, MakeMeRing

showing stats on the hardphone is is not the way i meant
to do that, cause as you mentioned the displays are
not big enough. The Agents Desktop Client should be the
right place to show skills and such things...
To put the Data to the Agents Frontend is not the
problem, the problem is to get the Data in Realtime out of
CMS over API ore something. If the Data is accessible, it
could be passed over to the cti middleware directly to
display at the agent´s frontend.

The approach is to write a Collector which should act
as a interface between CMS and Middleware.

We use the G3 R11 with Avaya CallMaster 4 & 5.

thx a lot guys...

 

[simon129]

Tanks a lot people,

i found a possible solution called:
Generic Socket Real Time Interface to R3 CMS (RT_Socket) “Tool Kit” Software Package

cu

 

[marcell55]

You could also look into ODBC. Then a developer could use the raw data to put it into whatever format you want.

You can buy an ODBC driver license from Avaya, though I'm not sure how much it is.

 

[jfh9219]

Do you have a website for the tool kit provider? If so, would you post it?

 

[Coineandude]

odbc is not for realtime data. historical only.
and i'm going to have to dig for this realtime toolkit.
please post a link to info

 

[simon129]

sorry i have no link, but i think this package is available
through avaya. I know that our customer already uses this package, and they have it, but i don´t know where to download it or get some docu . I googled a lot but i can´t find any reference to this docs or toolkits. Propably contact Avavya, i think they istall the package upon requests directly through a modem ore something on the cms...
br