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Downloading Avaya Call Analytics
SHA256 checksum (avaya-call-analytics_101.tgz) 15b6cd65a77bc75eeae0c5e832507a3fa01f1b3092999540a2465af18a31472b SHA256 checksum (avaya-call-analytics_100.tgz) 5292eb7a5001d9c4824d5fab57345b4493f989fdf30246a96bcb716dda2ceeb3
To install your download
To install apps and add-ons from within Splunk Enterprise
  1. Log into Splunk Enterprise.
  2. On the Apps menu, click Manage Apps.
  3. Click Install app from file.
  4. In the Upload app window, click Choose File.
  5. Locate the .tar.gz file you just downloaded, and then click Open or Choose.
  6. Click Upload.
  7. Click Restart Splunk, and then confirm that you want to restart.
To install apps and add-ons directly into Splunk Enterprise
  1. Put the downloaded file in the $SPLUNK_HOME/etc/apps directory.
  2. Untar and ungzip your app or add-on, using a tool like tar -xvf (on *nix) or WinZip (on Windows).
  3. Restart Splunk.
After you install a Splunk app, you will find it on Splunk Home. If you have questions or need more information, see Manage app and add-on objects.

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Avaya Call Analytics

Avaya Call Analytics Splunk App provides real time dashboards of Avaya CM platform for your Splunk users. The Avaya Call Analytics Splunk App is part of a solution called CallAnalytics which captures CTI events from Avaya AES and provides real time reports and analytics for call center users. For detail information of CallAnalytics, please visit https://blog.upinget.com/2017/04/30/call-analytics/ .

The CallAnalytics has a server module which is installed in your data center, it captures a lot of data from CTI and sends the data to your Splunk instance which can be installed on premise or on cloud. The useful information including real time and historical data of monitoring objects such as Queue, VDN, Trunk and Agent. The CallAnalytics solution supports the following features:
- To detect nuisance call attacks by monitoring abandon calls and short duration calls
- To detect fraud activities such as KPI manipulation which caused by agent short duration calls
- To identify the callers of the abandon and short duration calls
- To capture user data from TSAPI UUI and store the user data together with the call data in Splunk
- To provide real time data for building of real time reports and dashboards
- To trace a call from its beginning to the end, multiple call records can be correlated by common key such as UCID
- To list customers waiting in queue together with their calling number and waiting time
- To find out how long each customer waits for an agent
- To find out the frequency and duration of an agent to perform hold call
- To find out agent or customer who hangups a call first

In order to capture the CTI events and send them to Splunk, you need a CallAnalytics license key. Please contact service@upinget.com for a permanent license or trial. The Avaya Call Analytics Splunk App is FREE!

Release Notes

Version 1.0.1
Jan. 31, 2021
  1. Supports real time Queue, VDN and Trunk reports
  2. Supports real time Agent reports
  3. Supports call search, attendance search
Version 1.0.0
Oct. 21, 2020
  1. Supports real time Queue, VDN and Trunk reports

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