ShoreTel CCIR Transform and Viewer Overview - Amazon Simple ...
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ShoreTel CCIR Transform and Viewer Overview - Amazon Simple ...
ShoreTel Professional Services has developed a service to process the ShoreTel Contact Center Interactive. Report (CCIR)
PROFESSIONAL SERVICES
CCIR TRANSFORM SERVICE AND VIEWER C C I R T R A N S F O R M S E RV I C E
ShoreTel Professional Services has developed a service to process the ShoreTel Contact Center Interactive Report (CCIR) database into a database table that is call oriented. The CCIR interface is an existing feature of ShoreTel’s Contact Center, configured using ShoreWare Contact Center Director under the System/Interfaces/CCIR section. The raw CCIR database tables can be used as is and schema documentation is available to assist any customer or developer wishing to “mine” the data themselves but there is no user friendly way to view/interpret the data. However, the recently developed CCIR Transform Service will process the data in the CCIR database, creating a new table that appears more like a Call Detail Recording (CDR) table. It is one row per call rather than many events per call which is the case in the raw CCIR database. The original CCIR database events are never deleted by the CCIR Transform Service; they are simply processed to make CDR records in the newly created database and table. The created table may be used with the associated CCI Viewer (below) or conceivably as a standalone source if a customer wishes to do their own data mining or reports. CCI VIEWER
ShoreTel Professional Services has developed a web based viewer for the CDR table which is the output of the CCIR Transform Service (above). Once installed on a Windows server, the Contact Center Interaction (CCI) viewer website is accessible from any web browser. It allows the user to view Contact Center calls in a tabular form as well as filter the view so as to display only those records that are desired. The CCI Viewer requires the CCIR Transform Service be installed and running.
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