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SureshGovindaraj
Joined: Nov 13, 2013
Messages: 13
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Hi, I am developing custom CTI app and need few guidance to proceed.
1. I am using AES - version 4-2-2, Avaya CM Release 6.0.1
2. I am transferring call from Genesys IVR directly to the Avaya switch. But I need to push the collected CALL DATA during the call to the Avaya switch. Which API/service should I use to do this?
3. How could I do screenpop the collected call data once call is answered by the agent?
Please assist.
Thanks,
Suresh.
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MartinFlynn
Joined: Nov 30, 2009
Messages: 1919
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How are you transferring the call from the IVR? To what are you transferring it - a VDN?
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SureshGovindaraj
Joined: Nov 13, 2013
Messages: 13
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Martin, I am transferring call from Genesys IVR to Avaya PBx to a particular skillset.
Thanks,
Suresh.
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MartinFlynn
Joined: Nov 30, 2009
Messages: 1919
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How are you transferring the call from the IVR? What does the IVR do with the data?
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SureshGovindaraj
Joined: Nov 13, 2013
Messages: 13
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We have 10 digit phone number mapped to 4 digit VDN and the IVR will transfer the call directly to 10 digit phone number. But some way we need to push the IVR collected call data to the Avaya system. So if Agent answer the call, call data should be as screen pop in my custom CTI app.
Thanks,
Suresh.
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MartinFlynn
Joined: Nov 30, 2009
Messages: 1919
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I don't have much knowledge of IVRs but, as far as I know, they generally use the UUI (UserData) of the call to store data they have collected. This will then be available to a CTI application when the agent receives the call.
Often, there is not enough space in the UserData field so the IVR places the data into an external database and places a unique identifier into the UserData field. The CTI application can then access the database and use this unique ID to extract the data.
Another alternative, if an external database is in use, would be to use the callID or UCID of the call as a key into the database. The CTI application can then access the data from the database using the callID or UCID. One problem here is that callID and UCID of a call can change under some circumstances (eg. conference or transfer).
Martin
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SureshGovindaraj
Joined: Nov 13, 2013
Messages: 13
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Thanks lot Martin. Is there any AES API's to push the call data such as Account Number, etc. to the CM?
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MartinFlynn
Joined: Nov 30, 2009
Messages: 1919
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When making a call via the AE Services using TSAPI/DMCC/JTAPI you can enter data into the UserData field.
However, to insert UserData from the IVR, you would need to consult the IVR documentation.
Martin
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SureshGovindaraj
Joined: Nov 13, 2013
Messages: 13
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Thanks Much Martin.
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RahulGupta4
Joined: Dec 2, 2013
Messages: 26
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HI Suresh,
how can we find UUI information on CTI application.
I am trying to retrieve by userToUserInfo = lucentCallInfo.getUserToUserInfo();
but its giving me null. Now where to check whether IVR in passing UUI or not ??
Regards
Gupta Rahul
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CraigJohnson5
Joined: Oct 24, 2013
Messages: 413
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The JTAPI Conference Transfer sample application shows how to retrieve UUI from a call.
Also, look at the TSAPI FAQ's. The first one listed under General explains how to turn on the traces and where to find the logs. Search for the UUI data you are passing from the IVR in the logs. Have you verified on the IVR side that the User data is getting added to the call? You may need to open a thread on the Orchestration Designer forum, or you can open a DevConnect ticket.
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