I’m interested in receiving only 3 bits of information for all calls that enter our call center: the caller, the number they dialed, and the number of the person who actually picked up the call (different from the number that the outside world dials).
Until recently, we achieved this by listening to changes in the JTAPI log file (using Microsoft FileSystemWatcher) and scraping the log file for 3 pieces of information that I mentioned. Then we used this information for an existing C # application that tracks calls / incidents with clients. So far, this has worked great.
However, we will soon upgrade our call center to Linux only, and it seems that listening to log files will not be an option. Does anyone know a way to get these same 3 pieces of information in real time? We are really interested in the .NET API, so we can use this in our current application. Trying to use a Java or C ++-based utility would be a little more complicated (although I am not completely against it).
I know that there are many reporting functions for Cisco IP phones, but they are especially aimed at managers who want to look back at weekly or monthly statistics, etc., but this will not help us capture real-time data.
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