Split data stream for Contact Center.

[RDECIT]

We were using an old version of contact center to wall board our servicedesk agents status and provide call reports. However, the company has since moved to another product that will do call reports and call recording. We still want to use the wall board element of the CCM software but are having issues. The other 3rd party product is able to contact the Mitel and collect the SMDR data and store it for it's own purposes, which leaves the CCM out of luck. However, the 3rd party app has a TCP connector that the CCM can attach to and collect the SMDR from the 3rd party server without knowing it's not actually a 3300. The problem we have is that the CCM needs to reference the 3300 controller directly to monitor the status of current agents and allow the manager to log/manipulate agent status, which will not work with the TCP software.

We cannot point the CCM to the Mitel as this will collect SMDR data, thus purging it before the 3rd party can collect.

So after all this, long story short, can we setup CCM7 to just sync and look at agent states, without it collecting SMDR data?

 

[Lundah]

You can have multiple connections to the real-time SMDR data stream on port 1752 of the RTC IP address, you should be able to have both systems reading the SMDR data without interfering with each other. Same for the ACD realtime data stream.

 

[RDECIT]

Thanks Lundah, thats what I wanted to hear. But I always thought that SMDR data is collected from the Mitel on a first come, first served basis. So you could only every have one call logging / reporter tool in use at one time (Like Oak or CCM) as the Mitel gives up the data once and then purges it.

Rob

 

[Lundah]

Depends on how you're collecting the data. The old school periodic collection, yes, but if you're taking the stream from the IP port, the controller spits it out to whatever is listening.

 

[RDECIT]

Right, I need to work out how its doing it then.

 

[RDECIT]

In regards to the third party, I'll have to ask. But with CCM, do you know if that is just a stream.

 

[Lundah]

Depends on what release, but most versions I'm familiar with can do either one, so you'll have to check the CCM config.

 

[RDECIT]

Thanks Lundah.