Have BCMS want CMS data 1

[robsuttonjr]

We currently have BCMS and find the data limited. Is there a way to directly download data from the switch for reporting? I need pull the call center agent aux reason codes but BCMS does not pull this data. I can't find it in the history.mdb database maintained by BCMS. Avaya says it is only accessible from CMS. So how can I get this data directly from the switch and automate it?

 

[Guest_imported]

We have a CMS box for Expert Agent Assignments (EAS) implementations. It's a separate server/package, which you can use with CentreVU Supervisor and CentreVu Explorer to print reports off the CMS database. Check system specs at the Avaya site.

This may not help, but without the right tool, you won't be able to access the data you need.

 

[robsuttonjr]

I want to create my own CMS server and retrieve the data from the switch as CMS would. There has to be some way to do this in my mind. The data is retrieved by issuing list commands via the serial connection. The limitation on the data stored is merely price points for Avaya. I should be able to access any data I want on our switch. But I am being told that unless I pay 40,000 I cannot. Moving a switch or servicing equipment I leave to Avaya but I should be able to access my own data if I have the ability to retrieve it. I just need commands to retrieve it but more importantly I need to know if I can run our current BCMS and be able to retrieve CMS type data.

 

[europe]

Well Rob,

Like you said BCMS works via a serial connection, a CMS is a bit more complicated, that machine talks either via BX25 or TCP/IP and it is bi-directional communication instead of just retrieving data like BCMS.

CMS actually is notified of events and stores all these events on different measured enities in different database tables. Besides these routines it also has some software on board that can query these database tables so reports can be created. This is just briefly described what the machine does for historical reports, it also has real-time capabilities (with a minimum refresh rate for real-time reports at 3 sec.) and you can actually manage vdn's skills and agents from a Windows GUI.

What you are suggesting could be compared to someone that has a PC with Windows and Notepad, and then wanting to make his own Microsoft WORD version.... You probarbly can come a long way but I doubt if it is cheaper, besides you would need to reverse-engineer the interface between CMS and the DEFINITY, and with every upgrade of your DEFINITY you would probarbly need to do that all over if a new ACD feature is introduced.

Now you probarbly want to have acces to AUX reason codes to better manange your agents, this probarbly will result in more time spend on ACD-TALK time. More time spend in ACD-TALK time means in most cases more calls handled.
If you do not manage on AUX REASOn you probarbly end up hiring one or two FTE's to be able too handle teh same amount of calls.Now compare the cost of a FTE with the cost of a CMS machine and you probarbly are half way to a Return on Investment calculation.

Hope this helped, and goodluck

Please let me know if the information that was provided is helpfull.
Edwin Plat
A.K.A. Europe

 

[robsuttonjr]

Where could I find a used CMS system and what would be my limitations if I bought it used out of maintenance?