Hi All,

I have an ED flow that Plays announcement to the called party when an agent dials out. I see the flow make it to the play announcement task, but then it stops there and i never get the call on my cell phone. Call is connected on the agent desk phone though. If i remove the ED flow, i have no issues getting from agent desk phone to cell phone. Any suggestions. I attached the workflow and the properties. I am on ED 3.2.2. I am using AMS for audio so i provide an audio url as such - cstore://callrecordedmsg?ns=breeze&cg=audio

Can we please see the complete workflow and the logs?

Ok I found the log. It seems the callid and user is null. Is it referring to the UCID or the SIP Call ID? When it is referring to user what user is it asking for? I mapped all the Event Data to the Start Schema?

2017-04-28 13:38:29,629 [pool-95-thread-59] EngagementDesigner FINE - EngagementDesigner-3.2.2.0.20027 - postExecute for ;InstanceId: 98; NodeInstanceId: 601; NodeName: PlayAnn; StartTime:2017-04-28 13:38:29,628; StartTime(ms):1493411909628; endTime:2017-04-28 13:38:29,629; endTime(ms):1493411909629; Diff(ms): 1
2017-04-28 13:38:29,629 [pool-95-thread-59] EngagementDesigner FINE - EngagementDesigner-3.2.2.0.20027 - Getting call for id: null
2017-04-28 13:38:29,629 [pool-95-thread-59] EngagementDesigner FINE - EngagementDesigner-3.2.2.0.20027 - callId is null
2017-04-28 13:38:29,629 [pool-95-thread-59] EngagementDesigner FINE - EngagementDesigner-3.2.2.0.20027 - user is: null

Hi Marcus, what is the start event for your workflow? I agree with Prakash that the XML for the entire workflow would be useful.

Not at my machine at the moment, but call intercept is the start event if I remember correctly. I'll export the xml

If you're trying to play an announcement to the called party, you'll need to have a Receive task that is waiting for a Call Answered event. Otherwise the workflow will try to play the announcement immediately, before the customer has answered. Before the Receive task, you should have an Allow task that allows the call to proceed to the called party. At the time that the Call Intercepted event kicks off the workflow, the SIP INVITE is held up, waiting for further instructions from your workflow.

Thanks for your input. I will try that.

Marcus,

Please post all the messages publicly here. I see some private messages from you in my inbox and it is kind of difficult to follow the same thread in two different places... :-)

To answer your questions:

The logs are in /var/log/Avaya/services/EngagementDesigner/EngagementDesigner.log.*

And yes, you need to use Call Intercept if you are trying to handle an inbound call in Engagement Designer.

Disregard,

I got it figured out now. Thanks

Marcus, did you get your use case working? Given the screenshot that you showed in the attachment of your last post, I'd be surprised if that was the case. In order to intercept an outbound call then play an announcement to the called party, here's the order of operations that I'd expect:
- Allow Call
- This lets the INVITE proceed past Engagement Designer and out the trunk to the PSTN
- Receive, waiting for Call Answered event (be sure to correlate based on UCID)
- This causes the workflow to wait until the called party answers
- Play Announcement to the called party

If you want, you could have a parallel gateway with a timer after the Allow Call so your workflow doesn't hang if no Answered event is received.

Joel