Hi

I am trying to make POC(snap-in) for call transfer & redirection using ECC.

So in this case the calls are not initiated using ECC makeCall API (calls initiated using One-x agent) so I don't have unique identifier(Call ID of ECC) returned by the makeCall operation of ECC and hence I am not able to get call/connection details to transfer the calls.

So my question is how do I get call information(call Id of ECC) for those calls which are not initiated using ECC API ?

One way I found is to call GetConnectionsByAddressId ECC API and get all connections for particular address and do call transfer for active connection but this API returns multiple connection with Active/Alerting status so I am confused with this approach.

Please suggest on this.

Thanks,
Tanaji.

There can only ever be a single active connection at any given time. Any other connections would be in an alerting or held state.

Another mechanism available to you if you don't want to query is to subscribe for call events for all stations of interest.

Hi Joel,

Thanks for quick reply.

I just made call between 2302 & 2307 SIP number using one-x agent and executed GetConnectionsByAddressId using postman.

Below is the response I received with multiple ACTIVE connections.

Please suggest me what am I doing wrong here ?

POST URL - https://ip/services/EngagementCallControl/addresses/2302/connections

Response:

{
"connections": [
{
"id": "-234367814_0072682f-10db-482f-bbaa-8799d7462f96",
"href": "https://10.0.0.8/services/EngagementCallControl/calls/-234367814_558f0d5e-fe09-4635-b0c2-33ec32146567/connections/-234367814_0072682f-10db-482f-bbaa-8799d7462f96",
"ucid": "00500004261482325440",
"state": "ACTIVE",
"callId": "-234367814_558f0d5e-fe09-4635-b0c2-33ec32146567",
"callHref": "https://10.0.0.8/services/EngagementCallControl/calls/-234367814_558f0d5e-fe09-4635-b0c2-33ec32146567",
"address": "2302"
},
{
"id": "2079000887_2056166e-011c-4dc0-9bae-3628ed61134c",
"href": "https://10.0.0.8/services/EngagementCallControl/calls/2079000887_7a717a51-c724-4d2d-b2d6-594121a6b9a1/connections/2079000887_2056166e-011c-4dc0-9bae-3628ed61134c",
"ucid": "00500004651482328137",
"state": "ACTIVE",
"callId": "2079000887_7a717a51-c724-4d2d-b2d6-594121a6b9a1",
"callHref": "https://10.0.0.8/services/EngagementCallControl/calls/2079000887_7a717a51-c724-4d2d-b2d6-594121a6b9a1",
"address": "2302"
},
{
"id": "-84752510_c6b0a8fa-a5f4-4472-900b-56bf12324ac8",
"href": "https://10.0.0.8/services/EngagementCallControl/calls/-84752510_9d01b9e0-2712-4799-aaf2-73e5288129d5/connections/-84752510_c6b0a8fa-a5f4-4472-900b-56bf12324ac8",
"ucid": "00500005081482329447",
"state": "ACTIVE",
"callId": "-84752510_9d01b9e0-2712-4799-aaf2-73e5288129d5",
"callHref": "https://10.0.0.8/services/EngagementCallControl/calls/-84752510_9d01b9e0-2712-4799-aaf2-73e5288129d5",
"address": "2302"
},
{
"id": "1971109959_1a91ec59-2428-476f-a3a2-67fae7cc9be6",
"href": "https://10.0.0.8/services/EngagementCallControl/calls/1971109959_ac1c5e64-cd89-4792-9549-30d347c893c5/connections/1971109959_1a91ec59-2428-476f-a3a2-67fae7cc9be6",
"ucid": "00500005271482333525",
"state": "ACTIVE",
"callId": "1971109959_ac1c5e64-cd89-4792-9549-30d347c893c5",
"callHref": "https://10.0.0.8/services/EngagementCallControl/calls/1971109959_ac1c5e64-cd89-4792-9549-30d347c893c5",
"address": "2302"
},
{
"id": "562986455_6c33828c-01ea-48cb-bba5-8c98c6998627",
"href": "https://10.0.0.8/services/EngagementCallControl/calls/562986455_c916c1f4-b161-41d0-bad9-9e4e59d1f81a/connections/562986455_6c33828c-01ea-48cb-bba5-8c98c6998627",
"ucid": "00500012181482837047",
"state": "ACTIVE",
"callId": "562986455_c916c1f4-b161-41d0-bad9-9e4e59d1f81a",
"callHref": "https://10.0.0.8/services/EngagementCallControl/calls/562986455_c916c1f4-b161-41d0-bad9-9e4e59d1f81a",
"address": "2302"
},
{
"id": "-1291781313_1964367c-dd9d-4fe1-b90c-cf85c524bf39",
"href": "https://10.0.0.8/services/EngagementCallControl/calls/-1291781313_beb71682-eb72-4b9c-8cbd-54606c2f11cd/connections/-1291781313_1964367c-dd9d-4fe1-b90c-cf85c524bf39",
"ucid": "00500016621483475326",
"state": "ACTIVE",
"callId": "-1291781313_beb71682-eb72-4b9c-8cbd-54606c2f11cd",
"callHref": "https://10.0.0.8/services/EngagementCallControl/calls/-1291781313_beb71682-eb72-4b9c-8cbd-54606c2f11cd",
"address": "2302"
}
]
}

Thanks,
Tanaji

What is the actual state of that station when you execute this command? Is it really involved in 6 different calls? If so, how were those calls initiated?

The station is involved in only one active call which I have initiated using One-X agent but still I am getting 6 different connections with ACTIVE status.

Also I figured out first 5 connection from response is of my previous call with that station but wondering why its status is ACTIVE as I have ended all previous calls.

Hi Tanaji, is this in a Collaboratory or a lab on-premises? If it's in Collaboratory, please post to the Collaboratory support forum to get support. Otherwise, we'll do our best to support you here on this forum.

Hi Joel,

This behavior is with Collaboratory lab.

Can you redirect me to correct forum to post this question because I don't see any Collaboratory support forum under forum section.

Thanks,
Tanaji

Great, that's good to hear. We have dedicated support personnel and a committed SLA on the Collaboratory forum whereas this forum is best effort.

Here is the link to the Collaboratory forum. Be sure to include your lab number in your post.

https://support.avaya.com/forums/forumdisplay.php?f=77

Hi Tanaji,

If Breeze node(breeze snap-in) is sequenced in the call and if you can get the call UCID from breeze then that UCID can be used to get call information in ECC. I am not sure if this is applicable for your current scenario though.

One question on GetConnectionsByAddressId... Did you subscribe for events on the station 2302 before you tried getConnections?

Thanks & Regards,
Shwetha

Hi Shwetha,

Thanks for reply.

What do you mean by sequenced in the call here ? does it mean to configure my snap-in in Breeze service profile and attach that service profile to 2302 user profile in breeze? if so, I have done it and able to intercept the call and would be able to get call UCID.

But using that call UCID I am not able to get call information from ECC as there is no such API provision. (Pls suggest such API If I am wrong, I am using ECC REST API).

As a workaround for call information, I am fetching connections information for specific station by GetConnectionsByAddressId API & getting call information from that connection but unfortunately I am getting multiple ACTIVE connection for station (2302) which is currently involved in single call. (I think this behavior is wrong.)

The GetConnectionsByAddressId API should give me only one ACTIVE connection at a time as station 2302 involved in one active call, if so this would solve my problem.

Answer to your question:- No, I did not subscribe any event on station 2302 before executing getConnections (ie. GetConnectionsByAddressId )

Please suggest on this.

Thanks,
Tanaji.

Hi Shwetha / Jeol,

Can you please suggest your thoughts on previous reply?

However I have managed to get the current ACTIVE call of each station programmatically by subscription event & maintaining Event data in Map, so using this Map I am doing further call operations but I think this approach is not correct. (Pls suggest your thoughts)

Thanks,
Tanaji

Hi,

I don't see any problem with using the events. If you are storing the events in your application make sure you clean them accordingly

Did you check with Collaboratory team for the multiple active connections on a station even though it is only active on a single call? Looks like this needs to be fixed

BTW, yes you are right on what you mentioned for sequencing and you can use the UCID as callId in GetCallInformation API to get the call details

Thank You,
Dinesh

However I have managed to get the current ACTIVE call of each station programmatically by subscription event & maintaining Event data in Map, so using this Map I am doing further call operations but I think this approach is not correct. (Pls suggest your thoughts) write my essay today

Hello Tanaji,

Could you please explain the approach you mentioned above? I'm having issues with the ECC REST API. My company dealt with it a couple of years ago (they used NetWeaver Gateway to achieve that), previously they tried to use ABAP HTTP Handlers and implement the REST API on the ECC side.

Thanks, Randy