Using CMS External Call History Interface, part 1: Data Extraction

Avaya Call Management System is very good as a standalone reporting solution, but it has its drawbacks, too. Besides having very outdated architecture and performance limitations, its lack of openness for external applications was always one of the major concerns for anybody who wanted to make the most of their call center. For example, people […]

AUX in non-ACD hunt groups

Did you know that you can assign aux-work button to any extension that is a member of non-ACD hunt group? You can, and while that button is depressed, the extension won’t get any calls from that hunt group–until the button is pressed again. Mighty useful feature in my opinion, but should be used with care. […]

BCMS reporting for masses, part 2: Historical Statistics

I am continuing the topic started in previous post, regarding cheap and simple BCMS statistics usage for a call center. In this part, we will use standard Avaya Site Administration software for report collection and Apache HTTP Server for report distribution. It is not very hard to implement this and process is not too complicated […]

BCMS reporting for masses, part 1: Real Time Statistics

For many call centers out there, BCMS statistics are more than enough and there is no real need for CMS. However, BCMS per se does not store historical data for more than a week–and that’s only for summarized day data, interval data is stored only for 48 intervals, that’s only a day with half-hour interval. […]

Detailed Expected Wait Time announcements

Here’s one example of how to implement EWT announcements. I made it for one of my customers who were expecting rather a lot of their brand-new Avaya Call Center. By the time it was deployed they had awfully long waiting times in some queues and despite that, they wanted announcements as detailed as possible. This […]