Hello,

We have been adding the logic our directory assistance call center client application to support Service Observing in which a Supervisor in will listen in on a call (Silent mode SingleStepConference) of an agent that is taking outside calls. When testing this with the BDE, we don't hear the voice path at all even though we appeared to have successfully issued a Single Step Conference from the Supervisor position to the Agent position. In fact, even with a regular 2-Step Conference call between a single agent and a supervisor position, we hear the voice path only during the 1st leg of the conference. Once we complete the Conference to be a 3-way Bridged call, the voice path can no longer be heard.

Is this the expected behavior with the BDE or are we doing something wrong? :-(

Regards,

Paul

This is one of the limitations of the BDE. The following is from the BDE overview page on the Devconnect website:

Limitations Of Avaya Aura BDE

The Avaya Aura BDE software has the following limitations:

No true media support:

only direct media between two IP stations is supported; no hairpinning or TDM-based media is supported

no call establishment or call progress feedback tones, including dialtone, ringback, busy, reorder, intercept, zip, confirmation tone, denial tone, etc. When reconfigured for non-host only networking, IP to IP calls will receive voice media but, again, call progress tones are not provided

no support for announcements

no conferencing support for media (the signaling plane can be established but not the media plane)

services, such as Service Observing, that are dependent upon playing tones into a call will not complete

no DTMF digit generation is supported; e.g. TSAPI attSendDTMFTone()

Avaya Aura BDE is not a suitable testing platform for any of the call recording mechanisms supported through AE Services

. . .
. . .

Martin

Thanks, Martin. We'll test accordingly. javascript:emoticon(':mrgreen:');

Regards,

Paul