The CMS Call History feature provides information from the external Call History Interface (ECHI) for administration and reporting purposes. This feature is especially useful for call centers with a high volume of calls.

External call history (ECH) is an optional Avaya Call Management System (CMS) feature that allows you to transfer the CMS call record data to VSM for storage and processing. Due to the richness of detail provided, Contact Center Managers often see ECH records as the 'nirvana' of reporting.

Using CMS Call History records

To create a filter:

Add a filter name:

  1. Click on the drop down box and select <<create new rule set>>
  2. A pop up box appears for you to create a Rule Set name. Add name and select Save.
  3. You will now be required to populate the expressions in your filter.

Add expressions to your filter:

A basic search requires two mandatory expressions: location and date time range.

  1. Create a filter to retrieve segment detail records that match a set of "Expressions"
    1. Select Filter condition from dropdown list 
    2. Select operand required which may include =,<,>,!=
    3. Select or specify filter object
  2. Double-click the expression to select the condition, select operand where applicable
  3. Press "Save" after selecting each condition to have it be applied.
  4. Additional expressions can also be added to filter, such as Calling Party, Agent LoginID, Disposition VDN, etc.
    1. Press the "+" button to add additional filter expressions
    2. Press the "-" button to remove additional filters
  5. When satisfied with your filter, press "Apply".
  6. Press Save to keep this filter to reuse at a later date,
    1. Saved filters will appear in the dropdown box

Use Retrieved data

TIP:  To find records with MOS scores move the drag bar from zero to remove fields where MOS is blank. 

Once your data has been retrieved using the filter conditions:

  1. Use the search boxes below the column headings to quickly sort or find specific data points
  2. Click on column heading to sort A-Z, then click again to sort Z-A
  3. Mouse-overs are available on column headings

  4. When MOS is received, view the voice quality data by right clicking on a stream and selecting Details

    1. Select Configuration, Stream Path or Stream Details tab
  5. Use the Columns drop down to add or remove database items to view
    1. Select 'Restore Defaults' to go back to default column selection
  6. Export CSV
    1. Export Current will export only the data in it's filtered and sorted format
    2. Export All with export all fields including those not selected in 'Columns'



Note: Whenever a call is not queued to a skill, the CMS raw file contains 65335 instead of NULL. 

We have set DISPSPLIT, SPLIT1 , SPLIT2 and SPLIT3 to NULL if their value is 65535. 


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