Prognosis for Contact Center

Prognosis for Contact Center provides a monitoring solution for contact center environments for both Avaya and Cisco contact center offerings. It provides contact center application monitoring, link monitoring and queue utilization monitoring.

Details of the vendor contact center products currently supported by Prognosis are provided in this part of the documentation.

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Avaya Aura Application Enablement Services

Avaya Aura Application Enablement Services (AES) is a software platform that works in conjunction with Avaya Aura® Communication Manager. It provides a set of Application Programming Interfaces (APIs), protocols and web services that expose the functionality of Avaya Communication solutions to corporate application developers, third-party independent software vendors, and system integrators.

Prognosis provides an overall view of the AES servers, showing their IP address, CPU load, memory usage, number of active DMCC (Device, Media Call Control) sessions and active TSAPI client connections. For individual AES servers Prognosis will provide SNMP availability, alert details, link status, TSAPI client connections trend, DMCC sessions trend and CPU usage data.

Avaya Aura Call Center Elite

Avaya Aura Call Center Elite (CCE) is an Automatic Call Distribution (ACD) application that provides flexible call routing capabilities for call/contact center environments. The call routing functions allow calls to be directed according to a range of options, including; the least busy agent, the first available agent or, through user context-based inputs, the agent with the skills that best match the requirements of the caller.

Prognosis provides monitoring for the Avaya Aura Call Center Elite system as an add-on the standard Avaya Aura Communication Manager monitoring function. An additional Prognosis license ('ACD') is required for this product.

Avaya Aura Contact Center

Avaya Aura® Contact Center (AACC) is a suite of software applications that provide context-sensitive assisted voice and multimedia customer contact solutions that allow enterprises to anticipate, automate and accelerate customer interactions. Avaya Aura Contact Center intelligently routes up to six simultaneous multichannel contacts to the most appropriate resource through a unified agent interface. By creating a complete view of the customer and the context of their interaction, Avaya Aura Contact Center allows enterprises and organizations to manage the customer experience in a way that consistently delivers a superior level of engagement

Prognosis provides monitoring for a wide range of Avaya Aura Contact Center metrics, including the status of all components, centralized alarms and alerts, detailed 'contact center health' (i.e. calls waiting by queue, agents by state, calls waiting per application, IVR port status, licenses in use and application status), detailed agent information plus much more.

Avaya Aura Experience Portal

Avaya Aura® Experience Portal (AEP) consists of the latest releases of what was previously known as Avaya Voice Portal. It provides organizations with a single point of co-ordination and management for all automated, multimedia, self service and integrated voice response (IVR) applications across inbound phone or video, as well as outbound phone, email, or SMS applications.

Prognosis provides data monitoring for the Avaya Aura Experience Portal (version 6 and later) and the earlier Avaya Voice Portal (versions 5 and earlier). The data metrics provided include; server status, MPP CPU usage, MPP disk usage, MPP memory usage, MPP server status, H.323 session traffic, SIP sessions available and SNMP trap data.

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Cisco Unified Contact Center Enterprise

The Cisco Unified Contact Center Enterprise (UCCE) product delivers intelligent call routing, call treatment, network-to-desktop computer telephony integration (CTI) and multi-channel contact management to contact center agents in an IP environment. It combines multi-channel automatic call distributor (ACD) functionality with IP telephony in a unified solution. This enables organizations to deploy an advanced distributed contact center infrastructure in an efficient and rapid manner.

Prognosis provides monitoring for Cisco UCCE environments and includes a range of specifically designed pre-packaged Displays and Thresholds.

Cisco Unified Contact Center Express

Cisco® Unified Contact Center Express (UCCX) provides multimedia (voice, data, and web), IP-enabled contact center environment for small to medium sized businesses. It provides an Integrated Automatic Call Distribution (ACD), Unified IP IVR, and Computer Telephony Integration (CTI) virtual contact center solution with support for up to 400 agents and 400 Unified ports.

Prognosis provides monitoring for Cisco UCCX environments and includes a range of specifically designed pre-packaged Displays, Databases and Thresholds.

Only one Prognosis Monitoring server should monitor a UCCX server.  If more than one Prognosis Server monitors a UCCX server, AXL perfmon data may be rate-controlled by Cisco.



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Prognosis Heartbeat

Prognosis HeartBeat is an automated cloud-based testing service which is offered by IR Testing Solutions. It is used for end to end Contact Center availability testing and operates by making test calls from an external number to the configured Contact Center. The test call scenarios are set up and then run either continuously, at pre-defined intervals or on-demand. Each test initiates real voice calls that access and interact with the Contact Center systems just as actual customers might do through the public telephone network. If a response at a given step is unexpected or takes longer than anticipated, then a notification is raised.

Prognosis Heartbeat bridges the gap between internal monitoring and actual end-to-end performance, so a complete picture of the customer service experience can be obtained. For further information please go to:

http://www.ir.com/prognosis-contact-center/testing-solutions/availability-performance-monitoring

Configuration

To view the call details of a HeartBeat test call inside an organization, it is necessary to configure the integration between HeartBeat and Prognosis. Information on this configuration can be found at:

https://monitorcontrol.net

The following points are important for this integration on the Prognosis side:

  • Ensure that SBC's are being monitored.

  • Ensure that the top Management server which the Prognosis Web Application is connected to, has the 'Related Voice Streams' database running.

Troubleshooting

Occasionally, call legs fail to be synchronized, especially if there are AudioCodes SBC's involved. If this occurs, either of the following may be experienced:

  • A user is redirected to the Call Not Found dashboard when coming from HeartBeat.

  • Only one call leg is visible in the SBC – Call Details dashboard

To solve this issue, open the irsbc.ini file on each Prognosis Monitoring server that is monitoring AudioCodes SBC(s) and insert the following line after the [RTCP] token. The irsbc.ini file can be found in the Prognosis\Server\Configuration folder path.

ORIGIDRegex=(.*<.*@)(.*?)(?::.*|;.*|>|$)

Restart the SBC Collector (irSBC.EXE) through the PROGNOSIS Configuration.




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