May be you can get in touch with tech support team.

Thanks,
Sadashiv

Hi,

This forum is only for IP Office Contact Center Web Services Collection (WSC) SDK related queries. This post is in wrong forum.

Thanks,
Sadashiv

I am not sure if there is any forum on Avaya DevConnect related to IP Office Devlink3. May be you need to go to tech support team.

Thanks,
Sadashiv

Hi,

It has posted in the wrong forum. This forum is to handle IPOCC Web Services SDK related queries.

Thanks,
Sadashiv

Hi,

Below is the information about APIs,.

1. makeTask
Using this API you can make a call. Parameters are below,
endpointToken - This is the token you receive as output of openAgent API
address - This is the endpoint address i.e. actual phone number
outboundTopicId - This outbound topic ID. This can be null in normal scenario. To get topic id, you can use getTopicByName API of DirectoryWS.

2. makeTaskExtOAD
Using this API you can make a call. This is same as makeTask, only it provides extra parameter as initiator id. Parameters are below
endpointToken - This is the token you receive as output of openAgent API
address - This is the endpoint address i.e. actual phone number
outboundTopicId - This outbound topic ID. This can be null in normal scenario. To get topic id, you can use getTopicByName API of DirectoryWS.
extOAD - Here you can provide initiator id as agent id who initiates the call.

After successful makeTask call, your application will receive onEPTCInitiated, onEPTCProgress and onEPTCConnected (this will receive once call is connected) events. Each event is having taskId and taskConnectionId which can be used further to call holdTC, dropTC etc

3. answerTC
This API is to answer incoming call. If there is incoming call then WSC will call onEPTCAlerting observer API of your local application. It will send following data to your observer API method,
endpointToken - This is the unique token. If multiple Agents are logged in to your application then there would be unique token associated with each agent. Using this token your app can identify, this incoming call is for which agent.
taskId - Each task will have unique task id. You will need to use it for further calls like conference, dropTask etc.
taskConnId - This is unique taskConnection ID. You will need to use it further to call APIs like holdTC, answerTC etc.
originatorEpId - It provides information about who has initiated the call.
callingAddress - This is calling address to know who is calling
calledAddress - This is called address. It will be same as Agent logged in phone number.
alertingAddress - This is alerting address.
attributes - Attributes are like external, internal, routed, consult, conference etc. To know which type of incoming call it is.
forceJobCode - To know whether jobcode is forced job code or not.
cause - Cause of incoming call.
otherConnections - This will be useful in case of conference to know other connections.

Using above taskconnection id, you will need to call answerTC API, API parameters are as below,
endpointToken - This is the token you receive as output of openAgent API
taskConnId - Task connection Id received during onEPTCAlerting event.

After successful answerTC, your app will receive onEPTCConnected (this will receive once call is connected) event. This event is having taskId and taskConnectionId which can be used further to call holdTC, dropTC etc


4.dropTask
This API is used to drop task (end call). Once call is connected your app will receive onEPTCConnected event which contains taskId, taskConnectionId..
Parameters are like below,

endpointToken - This is the token you receive as output of openAgent API
taskId - This is taskId received with onEPTCConnected event.



5.conferenceTask
This API is to create confernce call. It needs multiple calls. Each call has associated with one task id. Those taskIds need to be passed to API.
Below are the parameters of API,

endpointToken - This is the token you receive as output of openAgent API
taskId1 - This is taskId of existing task. It can be incoming, outgoing task
taskId2 - This is taskId of new task. It can be incoming, outgoing task.

6. consultationTask
This API is to create consult task.
endpointToken - This is the token you receive as output of openAgent API
activeTaskConnId - This is taskConnectionID of active task.
address - This is endpoint address (actual phone number) to where you want to consult.

For more details, you can have look at API document under doc/api directory of WSC SDK zip file.

Thanks,
Sadashiv

Hi,

I don't know how you are sending the request but from error message it shows that there is some problem with posted XML. WSC is unable to parse the XML. At row 6 and column 41 there is some character which is causing problem.

In IPOCC TTconsole, you can enable WSC_SOAP_Trace and WSC_SessionObjects log categories for TaskWS. After sending the SOAP request, you can see the sent XML. You can copy the same XML printed and check what is missing there. You can try to open that xml in browser OR xml validation tool to check XML is valid or not.

In short, SOAP XML sent for login request is not valid, please ensure XML sent is valid.

Thanks,
Sadashiv

Hi,

Discussion is going on about including working .Net sample in the zip file. It is still under discussion, in which release it should to be included.

Thanks,
Sadashiv

Hi,

WSC calls observer web service deployed on local system. Task Web Service calls EndpointObserver for events like onAgentLogin, onAgentLogout, onAgentPauseOn, onEPTCAlerting (i.e. incoming call), onEPTCConnected, onEPTCDropped. It contains data relevant to that event e.g. endpointToken, taskId ,taskConnId , attributes ,cause. All this data will be sent in SOAP based XML format.
Under API doc, you can find detail information about which API will send what data.

Sample observer URLS will be like below,
VariablesObserver http://<IP Addr>:<port>/WSCChecker/WSC/VariablesObserver
MonitoringObserver http://<IP Addr>:<port>/WSC/MonitoringObserver
EndpointObserver http://<IP Addr>:<port>/WSCChecker/WSC/EndpointObserver
UMRObserver http://<IP Addr>:<port>/WSCChecker/WSC/UMRObserver

Here WSCChecker is locally deployed application name.

You can try by deploying sample application WSCChecker included in the zip file.

Thanks,
Sadashiv

Hello,

createSession must be the first call to WSC Web Service which returns sessionToken, which needs to be used to call other APIs of the same web service.

createSession of task web service takes 3 input parameter as below,
1. agentLoginId (login name of agent)
2. password (password of agent)
3. endpointObserverUrl (this is the URL of locally deployed application web service which will be called by WSC to send incoming events)

This will create session with task web service and it will return the sessionToken

Now openAgent api can be called

openAgent API takes 4 input parameters as below,
1. sessionToken (which is same, returned by createSession API)
2. agentId (This is not login name. To get this id, you can call Directory web service API getAgentByName which will return AgentBasicInfo and this will have getId)
3. taskType (it can be Voice, Chat OR Email as per requirement)
4. surveilSession (it can be true or false as per requirement)

This API will return endpointToken which needs to be used for loginAgent and all other Task web service APIs.

Now you can call loginAgent api

loginAgent API takes 3 input parameters as below,
1. endpointToken ( which is same token returned by openAgent API)
2. phoneId (This is phone id. To get phone id, you can call getAllPhones OR getPhoneByName of Directory web service and can get id for your phone number)
3. initiatorId (This can be agent id which has used in openAgent API call)

After successful call to this API, you are ready to call other APIs of Task Web Service.

For more API details, please check API dos under doc/api directory of zip file. Also you can have a look at sample application bundled with zip file. It shows how those APIs can be used.

Thanks,
Sadashiv

Hi,

Yes currently there are only Java samples.

Thanks,
Sadashiv

It has posted in wrong forum. This forum is to handle queries related to IPOCC Web Services Collection SDK.

I am not sure if there is any forum on Avaya DevConnect related to IPOffice WebRTC SDK.

Welcome to the Avaya IP Office Contact Center Web Services Collection Forum. Using WSC SDK you can build your application as per your need, before starting development, you can go through the documents like programmers manual (which will give you the idea about different web services, it's uses, trouble shooting etc) and API docs (which will give the information about all APIs available), still if you face any issues or have any questions then you can post in this forum.

If you are facing any issue then in your post, please try to include following information to get quick and best support
1. Include versions of IPOCC and WSC SDK.
2. Provide the steps and mention exactly where problem is observed.
3. In TTrace Console, enable categories of WSC_SOAP_Trace, WSC_SessionObjects for required web services and please provide captured error messages.
4. If possible, in TTrace Console, execute TTrace command dumpSession and attach the results.