Enterprise Contact Center Datasource and CCIR Setup for the Brightmetrics Integration

Transcription

1 Enterprise Contact Center Datasource and CCIR Setup for the Brightmetrics Integration Brightmetrics, Inc. For Shoretel customers that also utilize the Shoretel Enterprise Contact Center platform, Brightmetrics also has a module that allows for detailed reporting and analytics for ECC. For this add on, CCIR setup is necessary for the Brightmetrics ECC reporting as it provides the details associated with the ECC reporting that will allow us to present our reports and allow you the data necessary to perform detailed analytics for the Call Center Application. This document contains the instructions for configuring the ECC Datasource, CCIR (aka C2G). Note: Brightmetrics Core UC Reporting and Analytics service must be set up and configured prior to configuring Brightmetrics for ECC. Brightmetrics supports only ShoreTel ECC versions 8 and above. Setting up the Brightmetrics ECC data source: Log in to Brightmetrics. From the Sidebar menu, select Data Sources. 1

2 Navigate to the Add Data Source section and click on ShoreTel ECC 2.0 Please note: the 2.0 references Brightmetrics second version of ECC support, not an ECC version number. A dialog box for configuring the Brightmetrics ECC data will appear. Enter the address of the ECC server, the CCIR/C2G server and the Shoretel HQ server. If the information for the CCIR/C2G server is not known or you need to install and configure CCIR, please refer to the remaining sections of this document. 2

3 Although the C: drive of the CCIR server is the default location for the Brightmetrics ECC agent to be installed, any location on our network is acceptable for he installation location. Tooltip: the ECC data stored by the agent can grow quite large (potentially ones to tens of gigabytes), so make sure wherever the agent is installed that the path entered here has enough available capacity. For that reason, we also recommend against using an agent that is installed on the ShoreTel server itself. We recommend adding a separate agent for the ECC data source. If you have a dedicated server for CCIR already, that is the recommended place to install the ECC Brightmetrics agent. To create a new agent, click the Install a new agent button and enter the name for the new agent (e.g. 3

4 ECCAgent or the name of the server where it will be installed). When all configuration items are entered, click the Create button and the data source will be created. If the recommended new agent for ECC is being set up at this time, the agent installation instructions page will open containing the download link for the agent installer and the agent credentials to enter during setup. 4

5 In Contact Center Director, navigate to CCIR by drilling down into System Parameters 5

6 From within System Parameters, drill down into External Interfaces and select CCIR If the Primary CCIR Address field is populated, then CCIR is already configured. The address displayed here is what needs to be entered in the Brightmetrics ECC data source setup dialog. (See second image to the right of this text). If it is localhost, , 6

7 or the ECC server s own IP address on the network, then CCIR s C2G database is installed locally and the ECC server s IP address should be entered in both fields of the Brightmetrics ECC data source setup dialog. If you have upgraded from ECC version 7(using port 4306), you may need to select port 6306 as the updated Brightmetrics C2G Port. If the address fields are blank, as shown in the accompanying screenshot, then proceed to the next step. If the Primary CCIR Address field is blank, then CCIR needs to be installed. CCIR can be installed locally on the ECC server or on a separate server. ShoreTel recommends installing CCIR on a separate server especially if any of the following are true: 1. Keeping CCIR data for more than 30 days (Brightmetrics recommends keeping the data 7

8 for at least 90 days. We do create our own data set from processing the CCIR data, however, if there is ever an issue and we need to go back and reimport, 3 months usually gives us the data we need). 2. ECC handles more than 500 calls per hour. 3. You use or want to use redundancy for ECC and CCIR. Now that the server has been identified on which CCIR will be installed, locate the installation media for Shoretel s Enterprise Contact Center. This may be either an installation CD or a download package from ShoreTel s support site. Note: If you do not have the installation media available, please contact your ShoreTel reseller. On the identified CCIR server, run setup.exe located in the 8

9 ShoreTel CCIR folder. You will be prompted to enter the ECC server s address, Once the server address is entered, the installer will verify that it can contact the ECC server. After CCIR is installed, return to the CCIR section of Contact Center Director and enter the CCIR server s IP address in the Primary CCIR Address field. The CCIR server should be visible in the Station List (Schema) area. If it is not as shown in the accompanying screenshot, click Refresh Station List. If it still does not appear, restart the CCIR server, or at minimum the CCIR services on the CCIR server, and verify that the server appears in this section. Until it shows here, CCIR will not be working. 9

10 In the Mandatory Fields for Reporting section, move the Customer Name and Customer Number fields from Available to Selected. Then click the Save button at the top of the page to save changes. No other Mandatory Fields, Call Profiles, or Skills fields are supported by Brightmetics at this time. However, if you have any of these that you may want to report on at some point, you can add them now so that if Brightmetrics adds support for these later the data will already be logged. You can with your use case and add a feature request for a field to be added. 10