Retreiving RealTime data for uccx

[Zahir Raihan]

There is a realtime reporting applet in uccx web interface where the realtime data is available. My qiestion is how can I get those data for using those from some external system,like wallboard. The realtime reporting have active calls data which is not available in uccx database. And I'm in badly need of retrieving the active calls in ivr for showing it in a custom interface. please suggest if any.

thanks

Zahir

[Zahir Raihan]

I forgot to mention the version.. its uccx 8.5+

[Aaron Harrison]

Hi

There are a couple of tables prefixed 'rt' that contain the basic wallboard stats and are updated every 5 seconds if you configure it that way.

The stats you see in RTR are not easyt to get hold of.... I don't know of a way. You can connect to the DB and get 'near' realtime information from the database. You'd basically need to connect in as the uccxhruser and run queries on the historical data to calculate the stats you need. The historical data doesn't lag very far behind...

Regards

Aaron

[Zahir Raihan]

Hi Aaron

thanks for your reply. I do have access to the uccx database through uccxhruser.rt prefix tables contains csq information and I am already using it in my customer Reporting and Wallboard application. but none of those realtime table contains the information of active IVR calls which is only available in Realtime Reporting applet that runs in ccx admin web page. there are also some numerous data in realtime reporting panel of ccx web admin page those are not available in database. I need at least the active calls in IVR.

thanks..

[Aaron Harrison]

Hi

I don't think that's made available easily. There is a UCCX CTI API

(http://developer.cisco.com/web/uccxcti/home) that looks really horrible and would (i believe) get you stats from the CAD stuff - whether that includes calls in IVR or not is another question.

I think what I would do is (assuming you have Premium) put steps in my CCX scripts that insert/update/delete data from a small database as calls move through the system - that way you can add whatever info you like and it would be in a nice easy-to-read database format.

Regards

Aaron

[Zahir Raihan]

hi,

Thats a good idea.In case of active calls in IVR I can update that but at the same time when a call disconnects I need to deduct it from active calls,But detecting the call disconnection will be crucial I think.There is exception handler in ccx script name contactinactive exception .will it be helpful ?

thanks

zahir

[Aaron Harrison]

Hi Zahir

Contactinactive would do the trick, yes.

I'd probably timestamp the records I insert as well, and peridically update them (for example when calls are in a queue loop etc). That way you can clear out any that haven't updated in a while  preventing 'stuck' counts.

Aaron

[grebac.2ring]

Zahir,

Not sure if you are open to using a 3rd party product, but I would suggest that you review our 2Ring DASHBOARDS&WALLBOARDS solution - www.2Ring.com/DW. I can do a live demo for you - via Cisco WebEx if you are interested.

Michal

[Zahir Raihan]

hi

Michal, thanks for your reply. I Have developed a customer wallbaord and Reporting Portal which is I beleive Comprehensive Enough for both UCCE and UCCX contact center. the Only problem I'm facing is about collecting a  few of the Realtime Data from CCX.

Thanks

Zahir