We need to get the info about the incoming call when the calling party starts to hear the welcome message from IVR. Could you please advise how can we achieve that.

Hi German,
This is the information I posted to the ticket you opened on the same subject:

AE Services does not have a facility to send events for all calls to an application. Instead, an application must monitor all entities in which it is interested. An application can monitor one or more VDN and/or one or more Station for call events.

In order to monitor all incoming calls, you would need to monitor all numbers (VDN & DDI Stations) that are accessible from outside.

You can get information on how to start such call monitors in the appropriate programmers guide.

Martin

Hi, Martin. Thank for your response. So how can we get an information about an incoming call when calling party starts to hear the welcome message from IVR. Can you explain with more details, please.

When a call "lands" on Communication Manager, it is often at a VDN. In the case of a call that goes to an IVR, it will almost always land at a VDN.

A monitor on the VDN will provide a Delivered event when the call lands on it and another when the call is delivered to the IVR. Once the call is being processed by the IVR, Communication Manager will have no further information on its progress unless & until the call is passed back to Communication Manager - e.g. to be delivered to another VDN or an agent.

I think that, if you need to know exactly when the IVR actually plays a welcome message, you would have to get that information from the IVR - perhaps via an API on the IVR. This information will not come via DMCC/JTAPI or TSAPI.

Martin