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Calls answered/presented by RG agents are taken from Skype/Lync monitoring database from CDRs(LCSCdr db). In this case, in the legs we can see sip address or extension number, also the RG that they belong as 3rd party.
We can see to which RG the agents belongs from RGSConfig and RGSdyn databases. This is based on presence configuration if you would have MAF ICIMS CC.
Yes with MAF ICIMS you can see time of log in/log out and availability status duration (busy, available, on call, do not disturb etc.) MAF ICIMS CC is just the real-time wallboards.
We use UCMA for our tool.
Federated Calls are calls that are done through Skype client, without using PSTN
LcsCDR is for all details about the calls.
LcsLog is for instant messages content (is called archiving and can be enabled or not.
QoEMetrics is the database from where we get the quality information.
Rgsdyn and rgsconfig are the database for response groups and we get all the live data info from here for response groups.
For user presence we use UCMA API from Microsoft.
MS SDN is for live calls information in the dashboard only. Using MS SDN you can see some quality info in real time and filter on endpoint, type of call, quality etc. This only applies to on-prem.
CDRs and CMRs(diagnostic data).
That’s the number of extensions assigned to any particular employee which had activity (placed/received calls) during the reported date frame. Any user can have multiple extensions assigned and that column will report on that.
Yes we support authentication with active directory.
It is built with ASP.NET and HTML5 with an SQL.