Reporting Help for Nortel CCMS 5.0

[WitchDoctorZhivago]

I've been tasked to find a vendor to create additional reports for our phone system. The original vendor that set up our phone system is no longer available, but we need some additional reports.

Can anyone please recommend a good vendor that can create reports for Nortel CCMS 5.0 (Contact Center Manager)? Server is on an old Windows 2000 box with JDBC and Sybase ASE 12.5.

Otherwise, is there a way to produce the reports myself? I'm not entirely familiar with the server or phone system as I'm more on MS SQL 2008 SSRS side.

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There is a forum called "Nortel: Symposium call center solutions" that has some very helpful folks in it. That being said, SCCS v5.0 runs on a Sybase database. If you have the NTP that's titled "Historical Data Dictionary" or something similar, it gives you all the database views that are available to you. (Nortel doesn't give you "sa" access to the database to actually see the real tables).

So all that being said, you can use Crystal Reports to create custom reports. If you're an MS SQL guy, I bet you'd do OK with it - although understanding what each statistic is might cause you some grief.

That historical data reporting dictionary NTP describes how to set up the ODBC connections, etc. If the PC already has the fat / classic client on it, those should already be there. Just install Crystal and run with it.

I used to work for Black Box. I don't remember if their folks did custom reporting or outsourced it, but either way they'd be happy to point you to someone that does if they don't do it themselves. It's always a T&M / billable item, not covered under maintenance

 

[effort1584]

I do a fair amount of custom reports for the contact center. If you are still looking let me know.

 

[effort1584]

Also, there is a method for accessing the data by creating a linked server in SQL Server. Not the fastest method, best used if you can batch overnight.