Solved: Live statistics from 8.5

Tankfish12 · ‎02-14-2014

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

Gergely Szabo · ‎02-17-2014

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.

View solution in original post

Gergely Szabo · ‎02-14-2014

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.

Tankfish12 · ‎02-14-2014

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

Gergely Szabo · ‎02-14-2014

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.

Tankfish12 · ‎02-17-2014

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

Gergely Szabo · ‎02-17-2014

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.

Tankfish12 · ‎02-17-2014

Thanks once again for your help.