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Avaya Aura Contact Center APIs
» Outbound web services screen pop with pertinent information-- what am I missing, 06/01/2023 03:58:59
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Hi
The web service you want is
http://servername/ccmmagentwebservices/AgentContactWS.asmx
There is a method there called ReadContact
It requires the ProviderContactID you can pass from the advance screen pop for the id field
Also need a session key from the outbound utility web service.
Hope that saves you some time.
No documentation found, I just worked through the IIS host looking at what web services are deployed.
Avaya support never mentioned this web service either.
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Avaya Aura Contact Center APIs
» Reading RTD API, 28/09/2022 18:15:30
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FYI
My company wrote a RTD importer app to read the database direct for Agent, Skillset and Application RTS information and store to a MS database using the RTD SDK with a C++ app.
This was a rolling 3 second read with Generations of data read and stored with a nightly purge of older generations. Runs as a windows service.
Then I wrote an MVC web site that allowed supervisors to register and create MVC real time displays querying from the rolling generations.
Has screens for agent stats, skillsets and applications.
Avaya don't make things easily with old legacy SDKs!
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Avaya Aura Contact Center APIs
» Outbound web services screen pop with pertinent information-- what am I missing, 28/09/2022 18:09:44
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Found an undocumented web service that allows for contact information retrieval based on Contact ID.
I will let the tumbleweed carry on rolling over Avaya forums now.
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Avaya Aura Contact Center APIs
» Outbound web services screen pop with pertinent information-- what am I missing, 15/09/2022 11:07:29
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I need to provide a screen pop for basic AACC outbound campaigns (not POM).
I have reviewed the methods from the archaic SOAP services and missing how I can uniquely tie up a screen pop (intrinsic) with a particular ContactID....
Basic/Advanced screen pop help literature only indicates ContactId and skillset as intrinsics for OUTBOUND call type.
The web service OutboundCampaignWS.asmx has a method to AppendContactToCampaign which I am using to add new calls.
One of the input fields is ContactID. HOWEVER, me entering own value here seems to NOT get applied, it appears to be an auto incrementing integer field. Using the Get200CampaignContacts method to review entry I just made.
The ContactID is NOT the number I applied... herein lies my problem with screen popping to a KNOWN ContactID so I can use that ID to lookup entry by FindContactsByCustomField method of the outboundContactWS.asmx
I do not see a way to pass a parameter to a screenpop web page, from the aacc admin page, with available intrinsics to get to my particular contact to extract custom fields I applied when adding the call to campaign. This would then allow me to process the request and present the agent with 3rd party CRM information etc.
The web service OutboundContactWS.asmx methods are;
CloseContact - no use to me
FindContactsByCustomField - Intended to use this with customer ContactID I applied on adding call
FindContactsByPhoneNumber - useless to me as a perpetual list and may exist multiple times
GetContactIDByPhoneNumber - How is this any use if no other method to GetContactByID type method???
GetContactStatus - Useless for me, does not even return ALL contact key/value pairs
Feels like the web service is missing a simple GetContactByID as that is the only really obvious intrinsic I can apply in screenpop config?
Hope makes sense, maybe someone else has gone through same challenge with outbound and has an option?
Thanks
Simon
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Avaya Aura Contact Center APIs
» Outbound Web service FindContactsByCustomField issue, 13/09/2022 07:07:38
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Discovered same as you, Avaya bug and a patch for it.
Patch resolved for me on 7.1.2 system. Hope it works when compiled and ran against 7.1.1 system!
Lot of wasted time working a problem that was a bug
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Avaya Aura Contact Center APIs
» Outbound Web service FindContactsByCustomField issue, 07/09/2022 10:28:07
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Hello,
Having issue with above webservice method. I have imported the WSDL into SOAPUI to test results from avaya outbound web services.
However, the FindContactsByCustomField has parameters which return an error if not supplied, and error if supplied with value I believe to be correct;
Fields;
<!--Optional:-->
<ccm:ContactStatus>
<dat:Id>16</dat:Id>
<!--Optional:-->
<dat:Name>Waiting</dat:Name>
</ccm:ContactStatus>
I have blanked fields, tried without the Name field.
When blank I get response back;
<soap:Text xml:lang="en">Server was unable to read request. ---> There is an error in XML document (7, 30). ---> Input string was not in a correct format.</soap:Text>
Where line 7 is the <dat:id> entry
The Value 16 comes from looking at the cls.CodeMapping table in the Multimedia database. That is the NumericValue column for a ContactStatus of waiting (newly added contacts to a campaign).
I also tried the Database table ID column value is case was referring to that. Neither worked.
I get error back (in SOAPUI)
<soap:Envelope xmlns:soap="http://www.w3.org/2003/05/soap-envelope" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema">
<soap:Body>
<soap:Fault>
<soap:Code>
<soap:Value>soap:Receiver</soap:Value>
</soap:Code>
<soap:Reason>
<soap:Text xml:lang="en">A Soap Exception Occurred - Details : 19045An Exception Occurred - Details :Object reference not set to an instance of an object.</soap:Text>
</soap:Reason>
<soap:Node>https://10.10.10.17/ccmmoutboundwebservices/OutboundContactWS.asmx</soap:Node>
<detail>
<Error xmlns="http://webservices.ci.ccmm.applications.nortel.com">
<ErrorNumber>19044</ErrorNumber>
<ErrorMessage>A Soap Exception Occurred - Details : 19045An Exception Occurred - Details :Object reference not set to an instance of an object.</ErrorMessage>
</Error>
</detail>
</soap:Fault>
</soap:Body>
</soap:Envelope>
BTW, tried the SDK test app which is for 6.x level system and that throws error when using its Find by custom field dialog box as well.
Any ideas what doing wrong?
As a side; It appears Campaign automatically get set to complete when last call is handled and then not visible in the GetCampaigns method!. I wanted to create a perpetual Campaign where I would add calls to Campaign with web services in the background!.
Is there a way to prevent this auto completed?
Thanks
SImon
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Workspaces Widget Development
» Roadmap / Feature requests, 09/09/2021 07:08:20
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As per Subject
Is there a roadmap for Workspaces for future releases?
Is there a feature request mechanism to influence features based on real customer feedback (us)?
i.e. Event to fire prior to interaction ending event which allows developers to affect Chat/Email interaction for example?
Mentioned in other topic query but above example would allow me to append Chat or Email conversation with a Dynamic Survey link which would be transparent to the agent.
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Workspaces Widget Development
» Adding input to Chat and Email interactions, 07/09/2021 04:11:11
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Hi,
Thanks for response.
Yes, adding text before end of interaction is what I need to do.
I can't have agent pressing something to add, its a Survey link that needs to be transparent from agent (and stop them avoiding inclusion as its based on the customer experience).
Also, the link is dynamically created with metrics and agent details, so cannot add to things like signatures (which they already use) or quick texts.
Now need to work out if another approach as this will leave one disappointed customer.
Really could do with event firing that allows processing prior to Email send and Chat ending to allow content adding/manipulation :(
Regards
Simon
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Avaya Aura Contact Center APIs
» Agent state value returned by the RTDAPI. , 26/08/2021 11:18:36
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I found them in the PDF developer guide, not at work PC so can't recall the exact name of document but part of the RTD sdk download.
I didn't find an enum for them anywhere so added own to code for own stats display I built.
Seems to be one code occasionally presenting that is not in the list otherwise I got an ID match for all.
If you not found in the PDF before next week I will post values from my code.
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Avaya Aura Contact Center APIs
» Email Open Interfaces question, 25/08/2021 11:44:39
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Does Email Open Interfaces allow processing of email PRIOR to the sending out a response from agent?
Looking at CCMM and Open Interfaces tab there is no mention of whether the SOAP calls are on arrival or exit, I assume arrival as no other configuration options showing?
I want to process the email body to add some detail although also looks like limited Input parameters available (like email address skillset so can determine default target).
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Workspaces Widget Development
» Adding input to Chat and Email interactions, 25/08/2021 05:27:28
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Hi,
AACC 7.1.1 , Workspaces 3.8.0.0
I have a few questions around functionality to add text URL links (an External Survey) to a Chat message and Email Message.
Looking at Widget Framework document I see I can InsertMessageIntoResponseArea for Chat and insertContentIntoEmailBody or sendEmailMessage for Emails but;
1. For the Email, where will this content go, if the agent is writing a response to sender?
2. Can I force content to be appended to end of agent response?
3. I need to insert the links to Chat and Email before the agent completes the interaction but I believe the onInteractionEndedEvent is too late for me to affect the responses?
Feels like there should be an event like onBeforeInterationEndedEvent to allow me to call other methods to apply any final processing to the interaction, am I missing something?
Forgive some of the questions, I do not have a working lab AACC with workspaces so unable to trial and experiment with workspace design, probably a separate Topic question but how would Avaya suggest developing and testing widgets offline, is there some simulator we can use (even if unsupported)?
I have only used AngularJS for workspaces so fairly new to it even though I am ok with Javascript.
Thanks
Simon
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Workspaces Widget Development
» Welcome, 25/08/2021 05:06:07
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Pleased to see such a forum and hope it proves useful.
Written one widget so far but others are in the pipeline.
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Avaya Aura Contact Center APIs
» DTMF OD Script String 4 Digits Input- Stop * And # To Accept , 12/05/2021 05:38:50
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You posted in wrong forum for OD questions.
Have you tried grammar file using built-in , set Type to digits and 4 in Exact length field?
I have used that before for account number and only allows 0-9 digits, if I try to add # or * it gets nomatch and asks again.
You can also add an ITEM object to refine DTMF settings for the capture.
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Avaya Aura Contact Center APIs
» RTD AGENT State Enum?, 11/05/2021 07:55:34
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I thought Avaya people supported these forums?
Devconnect seems devoid of answers to any questions. Another reason for me to dislike avaya in general.
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Avaya Aura Contact Center APIs
» RTD AGENT State Enum?, 10/05/2021 05:11:19
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I am pulling AGENT stats from RTD and column State with Column ID NIrtd_AGENT_STATE returns an int value.
The document Real-timeDataAPI-ProgrammersGuide-R7_1_1v001.pdf references the data items and has a list of state descriptions but not the related values.
I looked at the web services OI and .../WebServices/SOAPICERtdService/SOAPICERtdServiceWS.asmx but do not see any method call to return this list.
Is there a static list of valid values or a reference call I can make to provide a description for agent presentation?
Thanks
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