The phone queue stats

I have a client who would like the agents must be able to view the stats on their phone line, as well as the Office of the agent. Could someone point me in the right direction?

Hello

Therefore, here.

The setup of the example is as follows. First of all, a few basic terms I use in the script.

-cc - aw: it the name of the server running the script. Is the Server Admin CIM Workstation (AW) (the script pulls information from the local database (127.0.0.1) using SQL auth (it is very important: you must have mixed auth mode enabled in SQL server, if you installed AW according to Cisco docs, you should already have it activated))

-vialia: the name of the instance of the installation of the ICM. This means, on the AW server we can see two databases CIM: vialia_awdb (information AW), vialia_hds (based on historical data). We only need first here.

-statreader: the account name we are connecting to SQL server. This should, of course, have the necessary rights enabled for the vialia_awdb database (public and db_owner should be OK, but you can play with restrictions)

- [email protected] / * /: the password for the above account

-url =http://cc-aw/stats/sg_boston.asp: this is the URL of the script. Otherwise, the name of the script itself is sg_boston.asp (display of the information on the skills of Boston Group) and is saved in the C:\Inetpub\wwwroot\stats\ folder. You may need to give him the run script permission.

-5099: is the SkillTargetID of the Group of skills that we want to see the information. It is, for example, the SkillTargetID of the skills of Boston group. You can find the SkillTargetID of all groups of skills in the vialia_awdb.dbo.Skill_Group table (try SELECT * FROM vialia_awdb.dbo.Skill_Group in Query Analyzer for the complete list)

Very large lines in the script:

Response.AddHeader "Refresh", "10; URL =http://cc-aw/stats/sg_boston.asp"

This adds a header, instructing the phone to recharge the (same) script every 10 seconds.

oConn.Open "driver = {SQL Server}; Server = 127.0.0.1; UID = statreader; pwd =[email protected] / * /; database = vialia_awdb ".

For uid, pwd, and database values: see the explanation above.

So please change all these values!

It is always good to try the script in your favorite web browser. If you get an XML object with some realistic figures, so everything is OK, you can set the URL in the form of inactive URL on phones of officers.

If you get an error message, then:

-check if the script itself is accessible by IIS,

-Execute permission enabled?

-OK SQL Login?

Have fun. And please let me know.

P. S.

Tags: Cisco Support

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