Business Process Solutions

GL’s Centralized Diagnostic and Reporting Systems for Large Contact Centers, Data Centers

13 July 2018

Source: GL Communications Inc.Source: GL Communications Inc.

GL Communications Inc. a provider of telecom test and measurement solutions, has unveiled its solutions for Centralized Diagnostics and Reporting Systems typically used by large contact centers and data centers. Such a system can provide valuable information for optimizing resources such as trunk sizing, call distribution, IVR capacity, human attendants, and similar “expensive” resources.


Mr. Matthew Yost, a director of marketing at GL Communications Inc., said “Recently GL Communications Inc., consulting division successfully completed a ‘Consolidated Reporting’ for a prominent Maryland-based Contact Center, which utilized GL's expertise for evaluating call volumes, Interactive Voice Response (IVR) statistics as well as other contact center statistics. GL’s T1 E1 PRI Monitoring and NetSurveyorWeb™ system were customized and deployed to work with a commercial off-the-shelf (COTS) IVR System. The consolidated reporting helped to provide valuable information for cost effective trunk sizing, IVR capacity, number of human attendants, and recorded announcements.”

At the center of the solution was GL’s NetSurveyorWeb™, a scalable and flexible architecture used in conjunction with GL’s Protocol Analyzer probes to non-intrusively monitor from a single or multiple testing locations. GL's protocol analysis probes feed data to a database in real-time for further analysis. The NetSurveyorWeb™ client application then locally or remotely facilitates viewing records from the database using a simple web browser application. It also provides easy integration with other reporting servers to generate custom reports as per user requirements.

Mr. Yost added, “GL developed a customized Query software for interrogating several other information systems to present a Consolidated Report for contact call center key statistics. GL acquired statistics from multiple application servers that provided important call, IVR and agent statistics. Information presented in this report was gathered from multiple locations, including GL’s analysis probes monitoring multiple carrier T1-PRIs. This project also involved developing a software application that interfaced through an Application Protocol Interface (API) to a Genesys Voice Platform based IVR.”

The scope of the project included:

  • Providing system engineering services to identify the statistical data required by the contact center stakeholders
  • Providing a flexible architecture so that additions and modifications to the data extracted can be performed without future code changes
  • Analyze and understand the existing reports that are generated by three different sources: Unify’s OpenScape Contact Center Server, the IVR Genesys Voice Platform Server, and GL’s T1-PRI monitoring equipment
  • Develop the necessary mechanisms to collect and/or extract the statistical data required from each of the three sources mentioned above
  • Consolidation of all statistical data and automatically e-mail to the stakeholders on a nightly and monthly basis
To contact the author of this article, email engineering360editors@globalspec.com


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