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

2.25 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.
• Station Message Detail Reporting (SMDR)
This type of information can be output in two ways:
Delta Server SMDR Output
•
Supported for IP Office 1.0 and higher. 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.
• Direct SMDR Output
IP Office 4.2 and higher, the IP Office control unit can directly output SMDR records to a specified IP address.
• Call Detail Records (CDR)
IP Office 3.1 to 4.2 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.

2.26 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 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.
Customer Call Reporter
•
This application is accessed by web browser. It obtains data direct from the IP Office system and stores that data in an
MS-SQL database. It can support up to 150 agents and 75 supervisors.
For pre-IP Office 5.0, the Compact Contact Center application required the IP500 control unit to include an IP500
Upgrade Standard to Professional license. This no longer applies for IP Office 5.0+.
IP Office Installation
IP Office 15-601042 Issue 20b (16 July 2009)
Page 52