Hi DC,

I am a BP with a question regarding the future support (if any) of Auto Answer within a Telecommuter mode.

My Customer is using a 3rd Party Developed DMCC.net Softphone which is currently spoofing Auto Answer via "button presses" while monitoring the agent/station states (ringing etc)

We have come across an issue where a call that is delivered to an agent while the service link (in as-needed) is still up is having the VOA/whisper cut off mid flow. I have tested this using old fashioned Ip softphone and I can re-produce the error by pressing the answer button a 2nd time.

The Developers of the Softphone have advised that they are reacting to a Lamp Update that is being sent via AES.

Can someone advise if these type of issues are overcome in later releases of AES or is there anything we can do ignore or stop the LAMP updates from AES.

Below is an excerpt of the softphone logs which show the messages that seem to be causing an issue:



1st call has been released:
2013-05-16 15:53:18,967 [8928] INFO {log4net:HostName=gbrlon05vm384, AgentID=1600016, AESPort=4721, AESIPAddress=13.166.136.77, AESSecure=False, SoftwareVersion=2.0.0.37} Anana.SoftPhone.Main - The release button on the dashboard has been pressed.

Confirmed by the lamp state changing to 'off':

2013-05-16 15:53:19,201 [1832] DEBUG {log4net:HostName=gbrlon05vm384, AgentID=1600016, AESPort=4721, AESIPAddress=13.166.136.77, AESSecure=False, SoftwareVersion=2.0.0.37} Anana.SoftPhone.Helpers.GUIHelper - Lamp of id:066e1e9f-7ab5-44ce-a049-599494c70302 on button 263 changed from Steady to Off

2nd call is being bid to the agent:

2013-05-16 15:53:19,280 [1832] DEBUG {log4net:HostName=gbrlon05vm384, AgentID=1600016, AESPort=4721, AESIPAddress=13.166.136.77, AESSecure=False, SoftwareVersion=2.0.0.37} Anana.SoftPhone.Helpers.GUIHelper - Lamp of id:066e1e9f-7ab5-44ce-a049-599494c70302 on button 263 changed from Off to Flash

Answer if only call:

2013-05-16 15:53:19,764 [14340] DEBUG {log4net:HostName=gbrlon05vm384, AgentID=1600016, AESPort=4721, AESIPAddress=13.166.136.77, AESSecure=False, SoftwareVersion=2.0.0.37} Anana.SoftPhone.Helpers.GUIHelper - AnswerIfOnlyCall called for Line 263

2nd call answered (line button pressed):

2013-05-16 15:53:19,936 [1832] DEBUG {log4net:HostName=gbrlon05vm384, AgentID=1600016, AESPort=4721, AESIPAddress=13.166.136.77, AESSecure=False, SoftwareVersion=2.0.0.37} Anana.SoftPhone.Helpers.GUIHelper - Lamp of id:066e1e9f-7ab5-44ce-a049-599494c70302 on button 263 changed from Flash to Steady

Unknown state change message from AES:

2013-05-16 15:53:24,889 [1832] DEBUG {log4net:HostName=gbrlon05vm384, AgentID=1600016, AESPort=4721, AESIPAddress=13.166.136.77, AESSecure=False, SoftwareVersion=2.0.0.37} Anana.SoftPhone.Helpers.GUIHelper - Lamp of id:066e1e9f-7ab5-44ce-a049-599494c70302 on button 263 changed from Steady to Flash

Line button being pressed for the second time (clipping the whisper):

2013-05-16 15:53:25,576 [1832] DEBUG {log4net:HostName=gbrlon05vm384, AgentID=1600016, AESPort=4721, AESIPAddress=13.166.136.77, AESSecure=False, SoftwareVersion=2.0.0.37} Anana.SoftPhone.Helpers.GUIHelper - Lamp of id:066e1e9f-7ab5-44ce-a049-599494c70302 on button 263 changed from Flash to Steady

Hi Wayne,

To the best of my knowledge, there are no plans to improve support for Auto Answer in telecommuter mode.

As for your traces, I see that the extra lamp event arrives approximately 5 seconds after the call is answered. It may be due to some timeout or external action. However, I have no way of telling what is the actual cause.

You may need to use some other events (eg. ringer) to augment the information that you get from the Lamp events.

Martin

Martin,

Thanks for your reply (and sorry for my delay in replying back!)

The 3P developer is unable to get a stable solution using lamp updates, are we safe to say that DMCC in Telecommute is not supported as a full blown "ACD Agent" device (such as Ip agent) and we shoudl be getting the developer to log a request directly with Devconnect for registration and ongoing issues/requests?

Hi Wayne,

I think it would be best for your developer to work directly with Devconnect if they need help investigating issues.

Martin