Centralized Diagnostics and Reporting Systems

Project Management Services and Monitoring Solutions

GL provided its expertise in project management and consulting services to meet customer’s requirement for an out-of-the-box monitoring and consolidated reporting solution. Multiple project stakeholder meetings were necessary to understand the relevant statistics included in the consolidated report.

Shown below is a typical network infrastructure at a contact center, consisting of T1 E1 PRI Trunks, SIP Trunks, IVR (Interactive Voice Response) System, Call Distribution (Queuing) and Attendants/Departments for Specific Services e.g. Recorded Announcements, Help Desk, Emergency Services, Directions, Account Information, etc.

Also shown, are:

• GL’s Passive (Non-Intrusive) T1 E1 PRI Monitoring System
• GL’s Passive (Non-Intrusive) Packet Voice Monitoring System
• Centralized Diagnosis and Reporting Tool - NetSurveyorWeb™ with Oracle DB
• NetSurveyorWeb™ to query other network elements such as IVR systems for consolidated reporting
  
  

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.

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

Shown below is a sample of the customized report generated as per customer requirements.

Sample Consolidated Report for Contact Center

Shown below is a set of reports generated for monitoring daily operations through call statistics, monitoring usage of trunks on a daily or weekly basis, and provide insight into overall performance.

Sample NetSurveyorWeb™ Report