UCCE ICM data for Wallboard

[painee]

We are needing to pull stats out of ICM similar to what is show in the suporvisor desktop to display on a wall board. Has anyone had to do something similar, is this the correct document to work off?

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/ctios/ctios10_0/developer_reference/Guide/UCCE_BK_C618C6E2_00_ctios-developer-guide/UCCE_BK_C618C6E2_00_ctios-developer-guide_chapter_0100.html

[Jameson Gagnepain]

What stats, specifically? You may be able to get all of the information you need through SQL queries to your AW/HDS server.

-Jameson

[painee]

Hi Jameson, thanks for the reply.

 If possible they wanted to stay from SQL queries. If that is the only way then that is fine.

Thanks

Eric

[painee]

Sorry forgot to answer which data they wanted. Calls in queue, longest hold time, avg hold time, basic call stats for the queues.

Thanks

Eric

[Jameson Gagnepain]

Eric,

SQL really is the simplest method to get that data. Every wallboard I've ever built was either in CUIC or using some server-side ASP scripting.

What is the concern over using SQL? All queries should be run against the AW/HDS, as there will then be no impact to call routing.

-Jameson

[Gergely Szabo]

Hi,

actually, AW/HDS is near real time, not real time. If someone wants real real time information, then the CTI API is the way to go.

G.

[lohjintiam]

With Live Data available in v10.5, would it be then possible to query direct from CUIC as the data source to get the real time info?

Thanks!

-JT-

[erikasasaki]

Hi Jameson,

I know this is a very old thread.. but we developed a web application that will query the AW/HDS directly to get "almost" real time statistics - it is an ASP program we developed which will run an SQL query direct to the AW/HDS when a URL is accessed and will refresh every 10 seconds or so.

This will then be used as a dashboard solution which will be shown on screens located at our call center production areas.

We have been advised though that querying the AW/HDS directly is not a cisco approved set up. In your experience with creating your own custom dashboards, what issues could come about in querying the AW/HDS directly by a third party application? And is it true that connecting to the AW/HDS directly is not allowed by Cisco?

Thanks in advance for any information you can provide.

Regards,

Erika

[geoff]

There is no problem querying any of the "normal" tables in your AW/HDS. All wallboards do that. The caution Cisco talk about is querying the detail tables - RCD, RCV, TCD, TCV, Agent Detail.

Live Data is way better though.

Regards,
Geoff

[erikasasaki]

Thanks for the response, Geoff.

We're still at version 9, but in the process of upgrading to 11.5. I will look into Live Data. Thanks again.

[b@aspirecct.com]

Hi,

Do you have some experience on querying Live Data Server/Services ?

Thanks boaz

[geoff]

That's not possible at this time, as far as I know. What you see, is what you get.

Regards,

Geoff

[b@aspirecct.com]

Thanks geoff for the response.
So i understand from your reply that the only option for build custom real time queues statistics wallboard is quering the AWDB .
Yes ?