This monitoring tool uses Avaya TSAPI library, it monitors incoming calls from Avaya VDN and display the abandon and short duration calls information for call center operation. It writes call information data to Splunk so you can analysis call center traffic pattern and details.
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- No contracts, no cancellation fees, over 40 features
- 99.999% financially backed uptime SLA
- Free, expert support, certified by J.D. Power
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| Website |
http://programitsimple.wordpress.com/2012/07/31/avaya-call-abandon-and-short-duration-call-monitoring-tool/ |
| Tags |
CRM |
| License |
Other License
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| Platform |
Windows
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| Features |
- Displays abandoned calls of monitored VDN
- Displays short duration calls of monitored VDN
- Stores abandon and short duration call data in MySQL or MSSQL database
- Stores VDN call logging in MySQL or MSSQL database
- Calculates moving average of abandon and short duration call rate
- Supports Nagios integration to display abandon and short duration rate graphically
- Displays top abandon agents and callers
- Displays top short duration agents and callers
- API (caapi32) for application integration
- API supports moving average of ACHT, ASA and AWT API
- Writes call data to Splunk for traffic analysis
- API template to get user data from UUI and write it to Splunk
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