Hi,

My IVR application comes from other network and my contact center is in AACC (AES). I need to
transfer the call to AACC(AES) with CAD data.

Can anyone please suggest me the best option?

Thanks
Shahul

Application Enablement Services works with Communication Manager. You can use TSAPI, JTAPI, or DMCC to get call events which contain data about the call. Please explain "CAD data" and how it is attached to the call on the "other" network?

Thanks for your valuable input.

IVR call does not hold any CAD details with it, which is in other network. Is there any ways to attach the CAD details during transfer or after transfer to AACC AES. So that avaya agent can getApplicationData through agent desktop (Avaya AES - JTAPI)

Any of your valuable suggestions also welcome.

Thanks
Shahul

Have you looked into User to User Information (UUI). If your IVR, which is on the other network, can attach data to UUI then that should carry across and your JTAPI application can pull it out. The JTAPI Conference Transfer sample application has code that retrieves UUI. However, if the IVR does not have the CAD details then it won't be able to attach them to the call. What is CAD data and where is it located? It will need to be made available to the IVR or you won't be able to attach it to the call.

Thanks for your valuable inputs.

Since its a proprietary voice environment, I don't have provision to attach UUI details. That's why, I am planning to attach CAD data somehow. CAD is a Call Associated Data, which has the details about the customers like customer number, SSN, etc...

IVR application has caller given CAD data like customer number, SSN, etc... but it does not attach to the call.

You could store your CAD data in an external database which is accessable from both the IVR on the remote network and an application on this network. However, you would still need some mechanism to tell the application which data to use.

The most reliable mechanism is to insert a database identifier into the UUI field. Other than that you could look into using the UCID or Called/Calling number as identifiers. However, you should know that these numbers will not always be the same on the destination network as they were on the original network.