I was motivated by User Group history where folks expressed a desire
for this type of info for abandoned calls. However, not many users
have call_rec tables because they use the Enhanced Call History Link.
I guess a vendor's software might provide this info. As a semi-retired
Telecom Engineer, I like to dabble and I try to share. Here are some
of the topics which may give you ideas.
1. Designer Reports with specific call_rec queries:
Abns
by Skills
by VDN 1-9
by Agent Group
by Agent ID
Hold_Abn
by CPN or PSTN (1+)
by UCID
CMS Supervisors have access to the Designer Reports. The objective is
to give them the ability to answer their own questions or complaints.
2. CMS Daily Skill and Agent Designer Reports run overnight exporting
yesterday's data. Same for call_rec table, but in three chained
scripts to avoid CMS errors about limiting the query because too many
records requested. Excel VBA programs automatically create reports for
skills and agents using Excel Pivot Tables, which allow managers to
check reports in detail using Slicer buttons. We have one or two ODBC
licenses but I've been happy using the Designer Reports despite some
of the CMS crankiness. And supervisors have access to Designer Reports
so there is no ODBC security or license concern.
3. Regarding Avaya config data, I produce daily reports in Excel.
3.1 An Excel file (snapshot1) depicts yesterday's standard list outs
(Runs daily as a scheduled Task):
list extens
list udp
list aar anal
list ars digit conversion
list station
list off pbx
Display incoming digits for PRI trunk groups
RFAX accounts with routing depicted in 'depict_ranges'
networked SL1 data DNB (manually refreshed - no longer required)
Session manager adaptations (manually refreshed)
3.2 The snapshot data is integrated into another Excel file
(depict_ranges) with our DID inventory to depict assigned numbers and
denote spares. (Runs daily as a scheduled Task)
3.3. A 'display station' process provides two files. (Runs as a scheduled Task)
For over seven thousand stations, it depicts all attributes of the
station form in about 76 columns by 7000+ rows in Excel (dsta_flds).
A second Excel file (dsta_btns) depicts the buttons on instruments
with about six columns by 172,000 (a button per row showing Station,
button type, button number, button data, extension and call fwd)..
This was the subject of a NYC IAUG presentation I gave.
3.4 Another process depicts ACD Configuration details for all agents,
vectors, hunts, vdns, service hours, variables, etc. (manual refresh)
This was also the subject of a NYC IAUG presentation I gave.
4. Another process depicts Session Manager Routing (adaptations, dial
patterns, domains, entity links, locations, routing policies and SIP
entities) (manual refresh).
5. Another program processes SBCE CDR data daily. (Runs daily as a
scheduled Task)
It provides traffic data including concurrent call counts for SIP
Trunks. It also produces a list of agents working remotely, which gets
integrated into our agent reports, Call records are in Excel.
As far as other Python apps, try working on the XML files in System
Manager. Or screen pops with AAFD. I'm weak on that side.
One of my favorite questions is: Do you know what a NUTS box is? (no
usage trunk sensing - an old story)
Hope this helps.
John O'Brien
teljjo@gmail.comjobrien@maimo.org (Maimonides Med Ctr)
Original Message:
Sent: 7/22/2024 8:39:00 AM
From: Chas C
Subject: RE: Identifying repeated attempts by CPN of calls that abandoned
Hi John,
I checked out your project. Is there a big call for this type of report? I ask because I'm about to launch a website with a bunch of python programs that preform similar single-focused actions. Thus far I have the following programs: Avaya Directory, Avaya Flow, Avaya Extension Mapping, Telecom Wav Generator, Telecom DialWave, + several others.
Chas
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Chas C
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Original Message:
Sent: 07-21-2024 08:52 AM
From: Chas C
Subject: Identifying repeated attempts by CPN of calls that abandoned
Looks interesting, will check this out tomorrow at work.
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Chas C
Original Message:
Sent: 03-22-2024 12:21 PM
From: John O'Brien
Subject: Identifying repeated attempts by CPN of calls that abandoned
A common question is how to identify repeated attempts of calls that abandoned. Identifying the abandons is easy. Identifying the repeated attempts is not straightforward. I developed a Designer Report to query the call_rec database for all CPN's that are the same as a CPN for an abandoned call for the current date. It shows call records for calls with the same CPN that occurred today before or after the abandoned call. It was tricky because the subquery's 'in' clause would also extract 'Calling_Pty' data for calls abandoned on previous dates (and maybe not today) if the the record was still in the call_rec table. And the system would not tolerate an input Date within the 'in' clause. I'm sharing what I have. Details are in the attached Excel (Abn_0_Days_Ago.xlsx) . IAUG won't allow uploading '.rep' files (the Designer Report). I renamed it as '.doc' and it uploaded. Change it back to .rep. and follow instructions in the Excel to import as a Designer Report. Or use the 'where' clause shown in the Excel to create your own version. The results are interesting. For example, you can see calls prior to opening time and maybe adjust your shift times. Please take a look and provide feedback and critique. For example, has anyone come up with logic to use repeated attempt analysis to identify and block spam? Or do you have a more graceful query? Do we have a place where we share the details of useful queries?.
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John O'Brien
P.E.
Self Employed Consultant/Engineer
Staten Island NY
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