Call Logging Applications; Call Center Applications - Avaya IP Office Installation Manual

2.27 Call Logging Applications

A wide range of 3rd -party applications exist to provide call logging and accounting for telephone systems. The IP Office
has a number of options for providing call details to those applications.
· Call Detail Records (CDR)
IP Office 3.1 and higher supports the sending of CDR records via TCP or UDP to an IP address. A range of common
CDR record formats are supported. This option is configured within the IP Office itself.
Delta Server SMDR Output
·
This application receives call information from the IP Office systems which it then shares with other applications. The
Delta Server does not require a license in the IP Office configuration. Only one Delta Server can be used with each IP
Office system. The Delta server can be configured to output a call log of all calls made and received by the IP Office
system. The Delta sever send these records to an SMDR file stored on the PC and which can then be accessed by 3rd-
party call logging applications. The Delta Server can also send SMDR records to a remote IP address.

2.28 Call Center Applications

Delta Server
·
The applications below do not communicate directly with the IP Office system. They communicate across the LAN with
a PC running the IP Office Delta Server application. This application receives call information from the IP Office systems
which it then shares with other applications. The Delta Server does not require a license in the IP Office configuration.
Only one Delta Server can be used with each IP Office system.
Compact Business Center (CBC)
·
This is a licensed application. It receives data from the IP Office Delta Server application. The CBC is able to show
details of calls handled by up to 3 selected hunt groups. Its can also display details of IP Office trunk usage. The CBC
retains calls details for 31 days.
Compact Contact Center (CCC)
·
CCC is a reporting application designed for use in call centers. It provides a range of both real-time and historical
reporting options. CCC consists of a CCC Server application that receives call information from the IP Office Delta
Server, and a number of client applications for the displaying of that information. CCC and its clients are controlled by
a range of licenses entered into the IP Office configuration.
· The CCC server applications are listed below. They are installed onto the same PC:
· CCC Archiver
The Archiver manages the collection and storage of call activity information.
· Wallboard Manager
Wallboards provide current information on the number of calls waiting, response times and service levels.
Wallboard Manager provides the ability to control both physical wallboards and PC wallboards.
· The CCC clients are:
· Call Center View (CCV)
Provides a realtime information about call center activity.
· Alarm Reporter
Provides real-time and past 7-days information on alarms that have occurred within the call center.
· PC Wallboard
The PC Wallboard allows call center agents and supervisors to display real-time call center performance
information on their Windows PC screen.
· Report Manager
Provides in depth historical reporting on calls, agents and groups.
· Workforce Management
This application allows CCC to share information with a third-party agent scheduling application - Blue Pumpkin.
IP Office Installation
IP Office 15-601042 Issue 19l (06 November 2008)
Page 52