Contact Centre Management - raw data

[CitySlacker]

Hi,

I have been told that the raw data for reporting can be exported and manipulated for other apps and APIs.  Does anyone know anyway to get the raw reporting data from CCM?

Thanks for your help,
Andy

[LoopyLou]

Typically the 3300 produces a xxxxxx.ACD and xxxxxxx.SMD files each day. The xxxxxxxx releates to the date the file was created. The .ACD file contains real time data which is agents logging in and out etc and the SMD file are call details for the paths and queues. These files are stored by the CCM on the CCM server and the reports are created from that data. I would search with files with those extensions on the CCM server.

[CitySlacker]

Thanks Lou, that's sound advice and will prove very helpful.

We recently had or Mitel infrastructure updated, Unfortunately I wasn't present during the upgrade presentations but Mitel mentioned that there was flexible data, and basically pormoted being able to take the data and create our own custom reports or inject the data into other apps through APIs.

This is all a bit word of mouth and I have no real info on what was said, which makes this difficult as om not 100% on what i'm asking    just fishing to see if anyone else has heard of this?

Thanks again,
Andy

[CitySlacker]

Just got this back from our maintenance provider:

http://www.prairiefyre.com/products/contact-center/mitel-enterprise-edition/integrations-and-toolkits/api-toolkit/data-sharing/summary/

Would like to know if any one is feeding raw data into third party apps?

[sarond]

All data should be collected to an SQL database. Look at referencing with SQL to extract the data you need.
You will need to know what you are looking for though.