This will require a re-configuration of the fields output by the connector.
Step 1
Stop the SJS.Optymyse.Connector.ShoreTelECC service on the Optymyse server
Step 2
In Optymyse Director, please locate the configuration file for the connector. In this file, find the following entry (towards the end):
{
"FieldID": 19,
"FieldName": "held",
"OutputName": "CallsHeld",
"Source": "PBX",
"Type": "INT",
"AggregateType": "SUM",
"AggregateFunction": "",
"DeaggregateFunction": "",
"Cumulative": false,
"ValueIfMissing": ""
}
Add a comma after the trailing }, and on a new line, add the following:
{"FieldID": 20, "FieldName": "acd_calls_total", "OutputName": "ACDCallsTotal", "Source": "PBX", "Type": "INT", "AggregateType": "SUM"}
Step 3
Save the altered connector configuration. We would recommend running it through a JSON parser/formatter to make sure everything's OK first (e.g. https://jsonformatter.curiousconcept.com)
Step 4
Click on the Data menu, find the ShoreTelECC connector, and delete it [don't worry, this won't affect any existing wallboard design(s), provided you run Step 5 before anyone edits a page].
Step 5
Re-start the ECC connector. Wait a few moments for it to initialise, then check the Data section to ensure that it has re-registered.
Assuming the connector re-started OK & you could see any groups & agents in it, you will now find a new field - ACDCallsTotal - for each agent, which shows their total calls answered. Note that this figure is not reported directly by ShoreTel; the system counts the total number of ACD calls throughout the day. Therefore, every time you re-start the connector, it will start again from zero.... So, the day you make the change, the figure will most likely be incorrect. Also, as this is built up from the real-time data, there is a possibility that the number will be slightly different to that stored in the database, as the real-time feed doesn't take into account the short call threshold, for example.
You can also, in the same manner, add the following fields if you like:
* oacd_calls_total (outbound ACD calls total)
* non_acd_calls_total (total of non-ACD calls. Includes transfers & internal calls)
* chat_calls_total
* email_calls_total
* held_total (number of times agent put call on hold. May include multiple holds for one call)
* idle_time_total
* ring_time_total
* talk_time_total
* release_time_total
* wrap_time_total
* busy_time_total
* email_time_total
Just make sure that each time you add a field you increment the FieldID number; and verify that your JSON is valid, and that each of your input & output fieldnames are unique...