Thanks John.

Can we have "Intrinsic Data" tab, by default in Avaya Aura Agent Desktop 6.4 or earlier version? I need to pass intrinsic data through CCMS Open Network Landing Pad to CCMS Server. Please suggest me.

Thanks for your valuable suggestion.

I have gone through CCT SDK and i understand that, i can create my own agent desktop instead of customizing existing AAAD.

Is there any way to customize the existing Avaya Aura(TM) Agent Desktop itself to show the CAD data.

Please suggest me.

Best Regards
Shahul Hameed S

Hi,

Can i customize Nortel or Avaya Agent Desktop? Because, i have to get CAD data from web service and pass it to Agent desktop.

Please suggest me.

Thanks
Shahul

Hi Lan,

I have tried "CCMS Landing Pad". I mentioned some of my assumption here in below points

a) It is Open Interfaces Open Networking web service which will reserve a landing pad CDN and
can be used for cancelling that reservation using Java technology.

b) I need to call a method called reserveCDNLandingPad() webservice to reserve a landing pad.

c) For reserving the landing pad, i need some of the following Parameters to be set
"contactGUID, destinationCDN, contactData, intrinsics, ReasonCode, Authentication".
c) Once a landing pad is reserved i can transfer the call along with attached data.

d) After completing the call, once i call a method cancelCDNLandingPad() it will return back the
to cancel the reserved "Landing pad name" using this name i can cancel a reserved landing pad.

c) They have provided the SDK for this implementation.

In this scenario i have few queries,
i) In #2 parametres whether the destinationCDN will be the agent number or can be a queue number.
ii) And it seems that Open Networking Open Interface CCMS's version is "Contact
Center 7.0 SU_02 release." while my Contact center CCMS's version is (Contact Center 6.0) Will there
be any conflict on such combination.
iii) Will "CCMS Open Network Landing Pad" concept transfer the call from GVP to Avaya CC? Because, i will call "Open Network Landing Pad" web service from GVP.

Thanks Ian,

I have gone through the CCMS Landing Pad. Will try and update :)

Thanks

Hi,

I have to send call attached data from IVR (which resides in GVP) to Avaya contact Center (one of the skillset CDN). I came across the blogs and found the following two suggestions,

1. Set call data in UUI in GVP and transfer the call to Avaya Contact Center.
2. Write a webservice to consume CCT REST API to store call data and IVR will call new webservice to store call data


I have few questions in the above two solution

1. Set call data in UUI and transfer the call.   
   a. will the callId remain same if the call is transferred from Genesys platform to Avaya CTI?
   b. If transfer of UUI attached data is possible in between cross platform. then is any API is available
to retrieve those attached data.


2. Write a webservice to consume CCT REST API to store call data and IVR will new webservice to store call data.
   a. Can i use CCT REST API to attach call data?
   b. Can i create voice contact when i am in GVP using "Contact Resource" CCT REST API?
   c. If so, what will be the below input parameters to create voice contact.

      {"contact":{
       "destAddressNames":["5502"],
       "mode":"create",
       "origAddressName":"5501",
       "origTerminalName":"Line 20.0.2.13",
       "providerName":"Passive"
      }}

Could anyone please suggest the best approach to proceed, else if you guys have any new approach
to achieve this data exchange in call center environment, please share.
It will be a great help for me to proceed further.

Thanks

Hi,

Is there any way to find particular agentA logged in status in CCT application? i.e. if he is already logged in an AAAD or not?

My Scenario is
a. An agent A logged in AAAD
b. Is there any way to find the agentA logged in status. If the same agentA tries to login CCT application.

Thanks
Shahul Hameed S

Hi,

Will CCT allow multiple login for same Agent id?

If yes, how about call controls, will it collide with both the logins?

If no, how do we achieve it?

Thanks
Shahul

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.

Hi,

Can I get Agent Desktop session in my external application using JTAPI (Java applet), which is running in same agent machine?

If so, my external Java applet application can identify whether agent logged in AAAD or not. Can you please suggest me on this approach?

Thanks
Shahul

Thanks Martin.

Thanks for your valuable information.

My scenario is, IVR will request for SkillSets statistics from AACC. The returned skillset will contain some of the details like Avg_Waiting_Time, Available_Agents, etc... From these data, IVR will decide the Skillset VDN to transfer the call.

If we dont have any options to get the skillset statistics using Avaya AES. Can we achieve this through Avaya CMS (Call Management System) Open Database Connectivity?

Thanks
Shahul

Hi

Is there any options to get SkillSet Statistics in Avaya AES? Like, we are getting statistics info in Avaya CCMS RSM.

Thanks
Shahul

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