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New Member

Agent monitoring (IPCC Express)

Hi All,

I need to monitor agent activity i.e ready, not ready, logged in, on call etc. How do i go about programming such an application. Is this information available using TAPI/JTAPI?

7 REPLIES
New Member

Re: Agent monitoring (IPCC Express)

Hi,

IPCC Express Supervisor console already gives you that information. Does it suites your needs?

Regards,

S?rgio Pinto

New Member

Re: Agent monitoring (IPCC Express)

I need a programatic approach so that i can customize the views and am able to create other application on the agent state information.

Gold

Re: Agent monitoring (IPCC Express)

Hi,

In this moment there are no CTI tools in IPCC Express in the same way that they exist in IPCC Enterprise, CTIOS.

Ther is a CTI protocol implementation in future versions of IPCC Express, version 5, in order to get available a CTI integration.

Hope this helps,

Juan Luis

Re: Agent monitoring (IPCC Express)

Nauman,

Agent state activity gets logged in the SQL database. You could use a SQL query to check the current state. Here is an example query for agent1 and agent2 in Not Ready state.

USE db_cra

SELECT DISTINCT TOP 1 Resource.resourceLoginID, AgentStateDetail.eventType, AgentStateDetail.eventDateTime

FROM dbo.AgentStateDetail

INNER JOIN dbo.Resource

ON Resource.resourceID = AgentStateDetail.agentID

WHERE resourceLoginID = 'agent1' AND eventType = '2'

ORDER BY eventDateTime desc;

SELECT DISTINCT TOP 1 Resource.resourceLoginID, AgentStateDetail.eventType, AgentStateDetail.eventDateTime

FROM dbo.AgentStateDetail

INNER JOIN dbo.Resource

ON Resource.resourceID = AgentStateDetail.agentID

WHERE resourceLoginID = 'agent2' AND eventType = '2'

ORDER BY eventDateTime desc

Event Type values are (Login 1,Not Ready 2,Ready 3,Work Not Ready 6,Logout 7). You could save the query as a SQL script, then call it via OSQL to output the results to file or to variable in another script for alerting.

Example OSQL cmd line.

osql -E -S LABPUB1\CRSSQL -d db_cra -i c:\SQLScripts\AgentState.sql -o c:\SQLScripts\AgentStateresutls.txt

I've also have done this by turning up logging on one of the CRA log files then ran a script against the log for agent activity. Unfortunately that took more effort and I don't have those scripts anymore. Also I'm not sure how real-time this is, as I've never needed up to minute type stats. Mainly used for customers who wanted a secondary poll to make sure agents were available.

Please rate any helpful posts

Thanks

Fred

New Member

Re: Agent monitoring (IPCC Express)

Make sure your NIC cards monitoring settings on your PCs are set to Cisco specifications. If not you wont hear anything.

Bronze

Re: Agent monitoring (IPCC Express)

and if you are using remote call monitoring, you have to turn on vlan tagging at the Express server as well, not just at the PC. I have soo many people turn vlan tagging on at the pcs NIC cards, but forgot about the IPCC server.

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