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FAQ
Q: How does your application retrieve the agents assigned to a RGS group?
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
Q: How do you detect if an agent belongs to several RGS?
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.
Q: Can I see with MAF ICIMS if people were logged-on or how many people where available for the call or do I need MAF ICIMS CC for that?
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.
Q: Do you use UCMA and/or MSPL for your tool?
We use UCMA for our tool.
Q: What are Federated Calls in Skype for Business?
Federated Calls are calls that are done through Skype client, without using PSTN.
Q: What files do you use for Skype for Business Reporting?
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 needs to be installed on the Skype FrontEnd server for live calls information in the dashboard. 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.
Q: How often is the call reporting data refreshed in case of Skype Online, O365 or Teams?
We check every 5 minutes if there is new data but in the end this is something we don’t control and up to Microsoft, they store the CDR’s and decide when to make them availabl
Q: What files do you use for Cisco Reporting?
CDRs and CMRs (diagnostic data).
Q: What does Extension with Activity means in the reports?
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.
Q: How is your cloud security and are you ISO 27001 certified?
The datacenter is ISO 27001 certified and audited yearly. We offer high security measurements for data transfer storage and access, SSL for access and we’re using HTTPS for data transfer between your environment and our cloud.
Q: Do you support authentication with active directory?
Yes we support authentication with active directory.
Q: Where is your application build in?
Q: Is your Call Recording Solution MAF UCR compliant with Financial Conduct Authority (FCA)?
Yes, MAF UCR our voice recording solution for unified communications is compliant with the Financial Conduct Authority (FCA) because the calls are encrypted in transfer and storage and there is the ability to pause and resume the recordin
Q: Can I report on external participants in a conference?
Yes, there are several ways to do that. For example you can report on participants calling from PSTN which is direction OUT so can report on that as well and you can exclude callers from your own company like yourcompany.com
.