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Forum Index » DMCC APIs » How to check Avaya Agent call control capabilities   XML
 
Author Message
MariuszTF



Joined: 23/12/2020 17:00:04
Messages: 6
Offline

Hello,

Is it possible/is there a command to check call control capabilities of an Agent on Avaya CM/AES?
We would like to know which call control UI controls (e.g. transfers, recording etc.) we can/should enable for an Agent in our application.

Regards,
Mariusz

MartinFlynn



Joined: 30/11/2009 05:00:18
Messages: 1771
Offline

It is possible for an an application to place a Call Control monitor on an agent's phone. It will then receive events as calls progress. For example, when an incoming call begins to ring at the phone, the application will receive a Delivered event. The application can then activate buttons which are relevant during that phase of the call (e.g. Answer).

Martin
MariuszTF



Joined: 23/12/2020 17:00:04
Messages: 6
Offline

Are the received events enough?

e.g. Agent answered a call.
and now we need to decide if Transfer button is enabled or not. What if few Agents have tranfers turned on while others turned off? Will there be a dedicated event that tell us about next possible command or missing/disabled functions for an Agent?

Thank you,
Mariusz
JohnBiggs



Joined: 20/06/2005 14:06:52
Messages: 864
Location: Thornton, CO
Online

I am unaware of any means to disable Conference / Transfer / Hold or Drop functions. There are states that the active call can be in where they are not functional (will receive denial behavior if used). Please describe how one would configure a station so that call control functionality would be denied at all times to all destinations. The applications that I am aware of that do not present certain call control buttons at various moments in a call flow are using the state information that Martian mentioned to drive that behavior.
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Meggiee



Joined: 13/07/2021 01:38:28
Messages: 1
Offline

How can you tell on an Ayava platform whether an agent or customer ended a call?


my ford benefits

This message was edited 1 time. Last update was at 14/07/2021 03:06:51

JohnBiggs



Joined: 20/06/2005 14:06:52
Messages: 864
Location: Thornton, CO
Online

It is always best to start a new thread when switching topics. That way all watchers of the forum are notified of the new thread. When you piggy-back on an existing thread only the people watching that thread see your post.

Assuming you are using DMCC, TSAPI or JTAPI, the ConnectionCleared event gives you a reference to the party that is initiating the disconnect activity. To receive that event the application needs to have an active station monitor (in DMCC active call control device monitor) on a extension involved in the call.
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MartinFlynn



Joined: 30/11/2009 05:00:18
Messages: 1771
Offline

Take a simple case of a monitored station in a call with a non-monitored station.

If the non-monitored station dropped first, the application will receive two Connection Cleared events - one for each of them. Each event will contain Dropped Connection and Released Connection fields. For the first event, these fields will indicate the non-monitored station. For the second event, the fields will indicate the monitored station.

If the monitored station drops the call, the application will receive just one ConnectionCleared event - the dropped and released connection fields will indicate that the monitored station dropped the call. The thinking here is that as the monitored station has dropped from the call before the non-monitored station, there is no monitor in the call when the non-monitored station is dropped and therefore no event to send.

Two things that I suggest are:

1. Download the free DMCC .Net SDK from Devconnect. It contains the DMCC Dashboard which will allow you to investigate the DMCC features without having to write code.

2. Download a copy of the document "TSAPI for Avaya Communication Manager Programmer’s Reference". This gives a detailed description of all the TSAPI features and data fields. As DMCC relies on TSAPI for its Call Control features, you will find this document very useful.

Martin
 
 
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