SHORETEL IS NOW PART OF MITEL. See how powering connections in the cloud is now brilliantly simple.

Real Time Agent statuses - Agent Feed vs. Group Feed?

Jul 31, 2017 01:38 AM PDT
Bastien Le Priol
Teleopti
Hi, we would like to investigate the possibilities of collection of Real Time Agent statuses feeds from ShoreTel Connect (release 15)

In the previous 14.2 a used interface was "Agent Feed". According to our information, this interface will no longer be supported in ShoreTel Connect and only an interface called "Group Feed" should be used.

Are you able to confirm that "Agent Feed" will no longer be supported, and is there any documentation available on how to access Group Feed and how the returned data looks like?

Thanks in advance!
Jul 31, 2017 10:37 AM PDT
Damian Galindo
Global CTI Group
Hi,

This may be what you are looking for: http://support.shoretel.com/kb/view.php?id=kA41A000000LiMJSA0

Search the support page for "ECC SDK" and found this article named: SHORETEL CONNECT ONSITE CONTACT CENTER EVENT FEED GUIDE
Aug 02, 2017 12:57 AM PDT
Bastien Le Priol
Teleopti
Thanks for the reply Damian, we'll analyze this document.
Aug 30, 2017 10:19 AM PDT
Marek Labecki
Injixo Ltd
Hi, we are also having this problem with a new Connect customer. They are getting a license error and they have both types of licenses. I have created a 2nd case this has been an issue for months for this customer.
Aug 30, 2017 12:02 PM PDT
Damian Galindo
Global CTI Group
ECC Connect only has the Real-Time Event Feed. Licenses are the number of simultaneous feed connections allowed. You will need to check if there are other applications registering or the application in use is not properly handling the feed. The correct feed handling procedures can be found in the SDK documentation.
Sep 06, 2017 12:22 PM PDT
Marek Labecki
Injixo Ltd
Thanks Damian, Is there a log file or anything that shows what is using the connections or is netstat on the ECC the only option?
Sep 13, 2017 12:38 PM PDT
Damian Galindo
Global CTI Group
You will need to open a TAC case to get access to the ECC logs. They are not stored in plain text and require a tool to format. There are entries made to the Windows event log, you may be able to check there.

You may also be able to conduct a packet capture session and look for traffic going to the feed ports.

To reply to this post please Sign In