Call centre availability check

[MikeHoliday]

I would need a script or API to trigger calls to a specific number every 5 minutes to check the call centre's performance. It would also be desirable to get an http response based on if the right answering machine is answered at the beginning of the call, or to get an http response based on a single variable. I would then link this http response to the monitoring nagios.
What script or API do you suggest? Has anyone already done something similar via script, in what way could this be arranged?

[Anne165Hernadez]

Hello!

To monitor a call center's performance with automated calls and receive HTTP responses, use Twilio for call automation and Nagios for monitoring. Set up a Twilio account, create a Twilio Function to handle call responses, and write a script to make calls every 5 minutes using Twilio's API. Configure Nagios to monitor the Twilio Function's HTTP responses using check_http or a custom plugin, ensuring timely alerts if the correct answering machine message is not detected. This integration provides an efficient solution for continuous call center performance monitoring.

I hope this helps!

Go to Mary Kay Intouch

[MikeHoliday]

Yes that's OK, but I need this for a company so I would probably have to buy a licence, program etc. Is there anyone who has written this script in UCCX Scripts?

[david.macias]

@MikeHoliday out of the box you will not be able to do this or it would take a ton of customization that you might as have built your own monitoring solution. Like it was mentioned building this on Twilio would be the easiest path forward and provide the greatest flexibility. I built something tangential to what you're describing and used Twilio to drive all the telephony intelligence. I believe Cyara might also offer a similar service, but I don't know about pricing.

david

[bill.king1]

You mentioned both UCCE and UCCX in your description. Which is this specifically for? You may have other options if this is UCCE for instance. 

[Thomas G. Johannesen]

You Can with tcl scripting on a vcube make virtuel calls to a number /application.

the applikation Can then send a http request to a backend service with that status.

[david.macias]

This is actually a pretty smart approach. You will have some issues with identifying a failure, but it could get you pretty far away. I believe there was a Cisco Live session that covered pieces of this and had sample TCL.

david

[therealptindall]

Two examples here that can be used to generate calls from CUBE.   First one was for making test calls to CVP app with positive acknowledgment via SIP INFO from the Studio app but can be used with CCX with reduced functionality.   Second one is the traffic generator to which David refers, the primary intent of which was to breathe life into otherwise pretty lifeless demo instances. 

https://app.box.com/s/6da1ovfrygvvkeg8ut2hjgb6ea4j9g2u

https://app.box.com/s/9z10y1v4nju097o8lh6i4njjl6lfur98

[MikeHoliday]

Thank you all for your suggestions. In principle I would avoid a third app, but if there is no second option then that too. I'll take a look at this one from Cisco Live. I once saw a script that triggers these calls and sends an http response via http trigger, but I can't find it anymore.

[directballoons893]

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@MikeHoliday wrote:

I would need a script or API to trigger calls to a specific number every 5 minutes to check the call centre's performance. It would also be desirable to get an http response based on if the right answering machine is answered at the beginning of the call, or to get an http response based on a single variable. I would then link this http response to the monitoring nagios. b9 game download apk
What script or API do you suggest? Has anyone already done something similar via script, in what way could this be arranged?

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What kind of response do you expect from the answering machine to identify it as the correct one?

[MikeHoliday]

When the script would get to a certain point where it would have one variation and if the script got to that point it would return the response OK. The other option is that the response would depend on a prompt that is spun at the start of the script, if it is spun the response would be OK, if not it would be ERROR.