Active calls status

[T4YoO]

Hello all,

In our app, we use the voice platform to display all agents logged and events (ready, not ready, ringing, ...)

We need to display info about all active calls. And especially about waiting calls. (if all agents are busy, the customer must wait until an agent is ready)

But I don't find how I can monitor these calls.
On which event can I register to listen that ?
Or which request can I do to get the info ?

Thank you !
Regards

[Kubig]

Best way how to do it is, create connection to the reporting statserver and receive these information from statserver. You could receive waiting calls for particular VQ or for DN group with more that one VQ, or receive info about active calls on specific RP. The procedure is different from work with agent/DN status.

[T4YoO]

Thank you.
So if I understand your answer the best way is to use Statistics platform and not TServer ?

[Kubig]

It depends on what do you want to get... if you want to receive all information/events from DN/Extension, you have to use T-Lib, for statistic data use StatServer funcionality.  In new version/release you can develop your own app based on PSDK, which cover all necessary.

[tbremard]

if you want to make a board on your call center which display number of client in queue, number of agents ready , number of agents who are in status not ready .... yes indeed you should look at stat server and try to develop soft which makes same requests than CCPulse.

this is in french but you could look at result:
https://www.youtube.com/watch?v=NLqVXYn27Rw

beware if you try to get statistic from tserver
1 you may miss some elements
2 you will be troubled by contact center managers who will annoy you asking why their ccpulse screens have different values, ahah !


Regards
Thierry
tbremard@ceritek.com

[T4YoO]

I'm french, so no pb for the video ^^

What we have now is a web app where we can see all logged agents grouped by their skills.
Skill 1  |  Agent1, Agent2, Agent3
Skill 2  |  Agent2, Agent3
Skill 3  |  Agent3, Agent 4

At the registration of all DNs, we get the status of the Agents.
When we receive an event (Ready, not ready, logged in, ...), the screen is refreshed.
And when there is a ring event a popup is displayed for the concerned agent.

We didn't need to use stat server for now. But to monitor all active calls and status I think we will have to.

[Kubig]

The easy way how to do it is, via StatServer, as I wrote above. You will not do anything in your code, only gets required statistics and you will get required number of active or queued calls on dedicated point (DN,RP,VQ,..). Monitor all active calls via PSDK or T-Lib is way to hell...

[T4YoO]

What I exactly need to monitor is the number of waiting calls on a particular skill.
I found the request "CurrNumberWaitingCalls" but I see that it is applicable for Queue, RoutePoint and GroupQueues..

Our agents are grouped around skills.
for example :
English : agent1, agent2
French: agent2, agent3
...

How can I get the stat for a particular skill ?

[Kubig]

The stat is by definition possible only for "routing" objects like a virtual queues,routing points,etc. No interaction can wait on AG. Read and learn more about statistics.