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This site was created as a place to share stories, tips, and troubleshooting help with ShoreTel/Mitel systems. ShoreTel/Mitel is obviously the MOST exciting VoiP platform on the market right now, and we realized there was no centralized place to discuss this platform, but now there is. Please feel free to join and share your experiences.

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  • Call Center DB access

    We use the Enterprize Call Center and the reporting utility covers 95% of the information I want, but it would be great to have readonly access to the the rest of the data so I can use cyrstal reports or etc.. I love the fact I can you use SQLyog and write my own sql statements to pull data from the CDR now with version 7,but would love to get to the db for the call center.


  • #2
    So, is your question where is the database on the ECC? I'm not too familiar with MySQL, but I would think as the local admin of that server, cant you assign permissions to the db?


    • #3
      The ECC server currently runs Sybase for it's back-end data, and at this time ShoreTel is reluctant to give out read-only access to it. What data are you looking for that isn't in the standard reports?


      • #4
        One thing I need to have is the ability to track the people who use the callback feature better. I've had some issues where people are putting random numbers in the callback. I would like to be able to compare the callerid vs the entered callback number via a report. Although, if I could found out if the callback feature stores the number in the call profile, I might be able to ship that to an ODBC DB to track that way.


        • #5
          Access to the COntact Center Database

          We were able to get access to the ECC database and hit it with Crystal Reports... It tooks months, but we finally got access. Problem is, they only gave us access to the views that the built in contact center has access to. Meaning some of the numbers are already "summarized" for you..


          • #6
            Call Center DB

            My Shoretel implementation engineer tells me that all of the records a summarized at fifteen minutes intervals. Guess you can't get to raw numbers.


            • #7
              I think you're on the right track with writing the information to your own db via ODBC. I would think the ANI, theCallProfile you created to hold the callback number, and the date in three columns of an access db would be enough to let you roll your own reports.

              If you need help with this let me know.
              Last edited by Contractor; 05-23-2008, 11:06 AM.


              • #8
                ODBC and SQL work great in 10.1