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New Member

Live statistics from 8.5

Hi All,

Appologies if this has been discussed already. We have a customer who is running UCCX 8.5. We built them a wallboard which collects statistics from the RtCSQsSummary table.

They are not happy with the delay in stats(round 3 seconds) and would like us to investigate if it is possible to access Live data. The key fields are

availableagents, totalcalls, callsabandoned and callswaiting.

Many thanks,

Justin

1 ACCEPTED SOLUTION

Accepted Solutions

Live statistics from 8.5

Hi,

yes.

Just to clarify: you don't need to build a custom agent application. You can use whatever you have as long as it talks to the UCCX. Cisco Agent Desktop (CAD), IP Phone Agent (IPPA), etc.

What you probably need is a proxy. An application talking to UCCX using the UCCX CTI protocol and sort of listening to the events. An interesting event might be a call coming in or an agent going Not Ready. You will subscribe to all these events and do the math and finally, present it on a wallboard or in your report. You can even leverage the QUERY_ methods, provided they return the information you need.

G.

6 REPLIES

Live statistics from 8.5

Hi,

well, technically, you can get better results if you use the UCCX CTI protocol and do the calculations yourself. I must warn you UCCX CTI is not the easiest thing to write an application with.

G.

New Member

Live statistics from 8.5

Hi,

Thanks for the info. I will check it out. As another possible solution, if the client were to upgrade to a later version, would that solve the issue? Do later versions have actual real-time tables which can be accessed?

Thanks,

Justin

Live statistics from 8.5

Hi,

well, actually, this was sort of promised a couple of times, last time at Cisco Live in Milan, if you have access to ciscolive.com, check the following session: BRKCCT-2220.

G.

New Member

Live statistics from 8.5

Hi,

So just to confirm, the only way we can get quicker results is by developing a CTI app. Are there not any other tables in the DB that we can query (Other than RtCSQsSummary) which will have more live data?

Thanks,

Justin

Live statistics from 8.5

Hi,

yes.

Just to clarify: you don't need to build a custom agent application. You can use whatever you have as long as it talks to the UCCX. Cisco Agent Desktop (CAD), IP Phone Agent (IPPA), etc.

What you probably need is a proxy. An application talking to UCCX using the UCCX CTI protocol and sort of listening to the events. An interesting event might be a call coming in or an agent going Not Ready. You will subscribe to all these events and do the math and finally, present it on a wallboard or in your report. You can even leverage the QUERY_ methods, provided they return the information you need.

G.

New Member

Live statistics from 8.5

Thanks once again for your help.

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