CCD Request for ideas

[sadim]

Hi all,

Some time ago i have done an application that is able to retrieve all CCD Call Records with all the detailed information of all the calls (all the counters used by CCS and all the others : calling number, initial number called, answering agent, begin date, end date, agent logon/logout date/time,...) and then put all that info in a Access DB; see post:Database Type, Abandoned calls, CCD statistics) This application works fine but it does not give real time information.

Now, I have done an application that connects directly to an OXE trough CSTA. For the moment this application is able to do:

.collect in real time all the calls that were abandoned on CCD pilots
.shows in real time (with an configured frequency) the Expected Waiting Time

For the moment the application only shows those values in a window.
The propose of this post is to request for ideas. What to do with that information in order to have an application that can really help CCD users ??

Thanks in advanced

[slimphony]

If your goal is to collect real time CCD statistics, with as little effort as possible, then you should go for the RTI interface.

The RTI publishes a subset of CCS real time statistics to third party applications (Wallboard manager for instance).

The bad thing about the RTI SDK is that it is obsolete (and buggy). Actually, it's been obsolete for the last 10 years! But it doesn't prevent you from using it... just don't ask Alcatel to have a look at it.

You can find some doc about it in the CCS installation directory but you may find it hard to get started. So if you plan to go this way, drop me a message and I'll send you an ocx along with an Excel sheet sample app.

[sadim]

In first place, thanks for your reply.
In 2nd place, congratulations for your 4035forever. Very nice !

Regarding your comments, the goal of my two applications are not do collect real time CCD statistics.
The app that retrieves all CCD Call Records, really collects all detailed call records of any CCD call, call by call and also all the agents operations.
For each call you know the start time, end time, the calling number, the initial dialled number, the agent that answer the call, ...
On CCS it is impossible to know for instance the ANI (calling number), or to have any info for any individual call.On CCS you have a lot of counters, but all of them are statistics.
For instance with that app, you can callback a external user that as abandoned the call, since you know the calling number.

With RTI you also do not know the calling number, and concerning the EWT, the EWT that RTI gives is not in real time. The EWT is only refreshed when a new call arrives.
I have already done some simple app with RTI.

With my CSTA app, you know in real time the ANI and also the EWT.

The idea of mine apps are not to reproduce ALU app's but to add other facilities not available with ALU apps.For the moment, this app gives only those two values, but as you may know, there are other ALU private info that can be interesting.
The trigger to deploy both apps were in fact to give the possibility to be hable to have a data base with all the contacts of the persons that reachs my CC and for some reason hang up, allowing the possibility to call them back manualy or trough a CTI app.

Regarding the 1st app, if you want to see what is possible to do with it, please let me know.

[tincho.rn]

Hi Sadim. I think the goal for both of your app is to make outbound calls. Nowing the abbandon calls and perhaps using SDK of CCA, you can get an iteresting Outbound call center. I have customer wich will be interesting in a cheaper solution than CCO.

[sadim]

Hi Tincho,

Good!
The first app already puts all the CDR in an Access Data Base file.
For the second one, i just need to put the contacts on i file.

Thanks

[slimphony]

Sorry my answer was beside the point!

Actually there's one thing you could compute in both apps and that could be useful in a call center : the number of recurring calls for a particular ANI in a given time frame. Some call center want to identify abusive callers or route recurring callers differently from others.

[berty_DUP]

Publishing real time information to HTML would be VERY useful!

[sadim]

Hello,

Very cool !
I never use HTML in vc++, i need some time to find good references and learn, mainly how to publish real time information on html (normaly html pages have static information).
If you or anyone has a good example or refence, please let me know

Regards

[pdias]

hello slimphony, someone asked me to start using RTI to get some real time statistics from CCD. I'm trying to get started, but as you said, it's hard and obsolet. Could you please send me some info about how to get started.

My e-mail is pedrodi@iol.pt
Thanks in advance

If your goal is to collect real time CCD statistics, with as little effort as possible, then you should go for the RTI interface.

The RTI publishes a subset of CCS real time statistics to third party applications (Wallboard manager for instance).

The bad thing about the RTI SDK is that it is obsolete (and buggy). Actually, it's been obsolete for the last 10 years! But it doesn't prevent you from using it... just don't ask Alcatel to have a look at it.

You can find some doc about it in the CCS installation directory but you may find it hard to get started. So if you plan to go this way, drop me a message and I'll send you an ocx along with an Excel sheet sample app.

[zanex]

have you got ccs installed and looked and the basic info that is there