Q How can this data (agent id, VDN, universal call id, etc.) be retrieved with means of ACE FT?
A:As of Session Manager 6.2 and ACE 3.0, for the most part information such as agentID handling the call and the Hunt Group the call came through is not availalbe in the SIP headers (History-Info), and thus unavailable to ACE F/T applications. I was able to confirm that VDN information is available in the History-Info header, unfortunately in my environment I can only pass on third hand information related to hunt groups and agentIDs, as it would take some signification configuration work to have an environment where it could be validated.
You should note that the whole SIP Contact Center model with Avaya Aura Contact Center is quite different from that used with Contact Center Elite, and much of the traditional information would come from the APIs associated with Avaya Aura Contact Center and not from the F/T SDK.
UCID and UUI information can be sent over a properly configured SIP trunk to a service provider. At the moment (R6.2) the configuration for application sequenced endpoints precludes the SIP Trunk group configuration for sending User Info data with the call. Thus if you are seeking User Info date in a F/T sequenced application that is associated with a explicit endpoint, User Info is not available. If you are seeking it for Implicit Outbound calls, it can be made available. Depending on the external SIP Service Provider's ability to include User Information in SIP messaging, it may be available in an Inbound call sequence for a application sequence applied in an Implicit contenxt.
Explicit application sequences are part of a user's System Manager user profile (applied to a specific station). Implicit application sequences are provided to a range of SIP calls based on some form of pattern match.
|