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shihabkb.gmail.com_deprecated
Joined: Apr 2, 2019
Messages: 3
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Is it possible to Avaya Breeze to adds our application into the SIP call flow as a 3rd party? So that our app will get the audio stream and we can transfer audio stream into our transcription engine. Could you please let us know about this? Can you provide any documentation on this? We would like to know about answering the call that is connected by Avaya Breeze from our application, get SIP metadata, and when to hang up the call? A normal SIP client will work here as our application?
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JoelEzell
Joined: Nov 15, 2013
Messages: 780
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Unfortunately, that is not a use case that Breeze currently enables.
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shihabkb.gmail.com_deprecated
Joined: Apr 2, 2019
Messages: 3
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JoelEzell wrote:Unfortunately, that is not a use case that Breeze currently enables.
I was talking about a something similar to a Call Analyser application which is mentioned in the slide#72 of this link - https://www.slideshare.net/YangCheng13/breeze-overview-80649796?from_action=save
In this diagram, the Call Analyser application gets a INVITE message from Avaya Aura Core. Does the Avaya Aura Core is not feature of Avaya Breeze? We are trying to build something similar to the Call Analyser application shown in the above image.
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JoelEzell
Joined: Nov 15, 2013
Messages: 780
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In that slide, what is shown is an initial INVITE on a 2-party call being sequenced through a number of sequenced / call intercept applications. The Call Analyzer application shown there is meant to be a Call Intercept Breeze snap-in, though I can see how this would not be very obvious.
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shihabkb.gmail.com_deprecated
Joined: Apr 2, 2019
Messages: 3
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Thanks for your reply.
So as per your first answer, if A and B are talking, and there is no such feature in Avaya (Breeze or on any other Avaya components) that a supervisor can add a 3rd party into that call?
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JoelEzell
Joined: Nov 15, 2013
Messages: 780
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Unfortunately not. Sorry.
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JoelEzell
Joined: Nov 15, 2013
Messages: 780
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It was pointed out to me that you could look into using AES to accomplish these goals using CM conferencing. You could use DMCC, JTAPI, or TSAPI to perform a consultation conference to add a phone number correlating to your application into the call. This would be visible to participants on the call, however.
If you were open to receiving RTP NOT through SIP, you could also look into using the DMCC API to have AES emulate an H.323 station, telling CM to send the RTP to an IP address and port that you specify. If you do this, then you can use the single step conference operation to bring your application into a call in a way that is invisible to participants on the call.
Another thing you could look into doing is to use Breeze to broker a Service Observe operation. The snap-in would have to know the extension number of somebody involved in the call to be monitored (perhaps by observing calls using an AES API or the Breeze Engagement Call Control API). When you want to tap into a call, you could then have a snap-in call the Service Observe Feature Access Code (FAC), enter the number of the call participant, and then once on the call it could do an Add Participant operation to call out to your SIP application. (Note that even though you might think you can do a multiparty call with Add Participant, it only allows you to go from one to two parties.) There are several downsides to this approach though. I believe it only works if the user is enabled to be observed, which is generally only true for contact center agents. I think there is also a limit of one service observer per call, which would mean that if your application is observing, a supervisor couldn't also be listening.
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JohnBiggs
Joined: Jun 20, 2005
Messages: 1139
Location: Rural, Virginia
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Admittedly all of these approaches would require that the application be aware of what station on Communication Manager the call was answered, but they all have been implemented by various applications. Joel, keep me honest, but I believe that Universal Call IDentifier (UCID) can be attached to the call by the session border controller, and reported on by Breeze, and accessed through AE Services APIs so.. assuming these calls target a known pool of stations, the application can collect the SIP meta data via Breeze apps (along with the UCID values), use AE services to monitor the poll of stations for calls and use AE Services functionality to attach to the RTP stream for the call.
" I believe it only works if the user is enabled to be observed, which is generally only true for contact center agents" this is true statement. this option is in a station's class of service or class of restriction if I recall properly it is the former; by default it is off.
" I think there is also a limit of one service observer per call" there is a system wide option in Communication Manager to allow two service observers per call starting in release 4 or 5. It has been a good while since this change was introduced so, sorry, I don't vividly recall when, but it certainly pre-dates Breeze. Note that in addition to supervisors, some call recording applications leverage service observing.
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JoelEzell
Joined: Nov 15, 2013
Messages: 780
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Yes, UCID is available in Breeze. Note that if you use a Breeze sequenced app for the purpose of accessing SIP headers, you'll probably want to use the new feature available in Breeze 3.6 that allows a snap-in to remove itself from the call path after it's done its job. That can be found on the ServiceManager class.
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