Team,

Any updates on this?

Hi,

From the errors we could see that the Channel is unknown.

Just check that Channels are configured with the runtimeconfig along with the AES CTI credentials.

If they are configured, then just check the CTI connector logs to see that the AES connection is estabilished successfully and OBSERVER is added for USED CHANNELS.

Also it is better to have the init node within the TRY/CATCH block to capture the exceptions in the call flow and proceed accordingly.

Hope this helps.

Team,

We are working on the application related to out calls using the CTI Nodes.

We have the below clarifications related to CTI Nodes usage with Dialog Designer application.

1. How to identify the Voicemail/Fax detection using the Dial Response of CTI. because during our testing we found that for Voice mail/FAX, estabilished state has been returned. we could see that the Dial state responses are:
a. Estabilished
b. No Answer
c. Busy
d. Initiated
e. ringing
f. Failed

2. When will the initiated will be returned as responses?

3. What is the significance of ringing? because once the connection estabilished then the estabilished will be returned.

Is it like during rining, ringing will be returned and once answered the estabilished will be returned to app?

4. To capture the ringing and estabilised, do we need to wait/sleep for capture the DIFFERENT responses?(Currently we have the ring max as 6)

5. Is there any other DIAL state RESPONSE do we need to handle in the application?

6. What are the various ERRORS/EVENTS , we need to capture in the catch/APPROOT and also specify the ORDER OF THESE EVENTS/ERRORS if any.

7. Also Share the CTI Related other useful threads in this fourum.

Looking for your response.

Thanks,
M. Sivasubramanian.

Team,

We were developing a callback related module, in which with the Outbound module, i am facing a problem.

Flow:
*****
Below is the flow of outbound module:
1. Call is found with CCXML
2. We are reaching the agent First using CCXML createcall.
3. Then the DD application is started using start dialog of ccxml.
4. From DD application, based on his agent's confirmation we are dialing the customer and conferencing him with agent using the CTI Nodes(using AES link) of Dialog Designer.
5. Finally the call back status is updated with database from returned to the CCXML module.

Issue:
*****
Whenever the agent disconnects the call, I have capture the events in the below order, but does it is not raising the events and it is waiting for customer disconnect. Till the time the OUTBOUND trunk line also occupied.

In Approot:
~~~~~~~~~
1. OnDisconnect
2. nearenddisconnect
3. farenddisconnect
4. connection.disconnect
5. connection.disconnect.hangup
6. error.badfetch
7. error

Clarifiations:
**********
1. Is there any problems in the order of catching the events? because the understanding is nearendsisconnect would catch the agent disconnects and inturn am calling the disconnect(CTI node) for both agent and customer.

2. What is exact problem on the above scenario?

3. Even though the agent is disconnectted, the other end point (TRUNK line) is not getting relased that causing the huge bills. Understaning is that one end of call is removed then the other end would also gets released?

4. Please let us know the error handling techniquest for such outbound applications using using CCXML scripts and CTI Nodes.

5. Assume, if the IVR application(DD app) is timed out within 30 mins(due to tomcat session timeout value), Is the calls generated by IVR using CTI nodes(between agent and customer) will not be released always ?(i.e.) Since the IVR is originator for this call, do the IVR has to disconnect the call explicitly?

6. On such, tomcat session timeout scenarios, how does the call wrap up functionalities for the Session can be implemented with DD application? Is there any built in mecahnism available.

Requesting you detailed reply for the issue.

Any related links will also be helpful.

Thanks in advance.

Thanks,
M. Sivasubramanian.

Team,

Thanks for your reply.

Our application is basically a Customer Request management related IVR application, where we would be collecting the informations from the caller.

Due to any failure/misc, if the error.badfetch error is thrown, we would like to store the PARTIAL informations with database(using a web Serivce call), that we have collected from the caller.

On a normal sucess flow , the application stores the informations with database and dsiconnects the call correcltly.

On the error behaviour scenario, we would like to do some web Service Call and disconnect the call.

How to acheive this?

Thanks,
M. Sivasubramanian.

Hi,

Thanks for your reply.

I tried the below , but still I am getting the infinite loop:

1. Captured the error.badfetch with AppRoo.
2. Used the goto Node to route to Data Node to do the WRAP up functionalities.

But the flow stays in the error.badfetch itself. Only the DataNote name alone logged infinitely.

No trace statements given in Node(Directly) or RequestBegin (Indirectly) is getting logged. Only the DataNote name along logged infinitely.

Please advice.

Thanks,
M. Sivasubramanian.

Team,

I am developing a Dialog Designer application using 5.0.16 for Avaya Voice Portal 5.x.

I am having an issue with handling Error.badfetch errors.

If this error occurs, then it leads to loop and call is not getting disconnected. I am capturing this event(Error.badfetch) in the Approot Node. I would like to proceed with WRAP UP functionalities(calling some Web Services, etc). How to do this?

From the forum, I found that inclusion of exit, would stop the loop and disconnects the call. I tried and it is working fine. BUT I would like to do the WRAP UP functionalities.

How to achieve this?

Expecting your experts advice on this.

Thanks again.
M. Sivasubramanian.

Team,

If we pass the value with AAI of CCXML CreateCall, Is that available globally with the any Avaya Supported Agent Desktop ScreenPop Applications?

Thanks,
M. Sivasubramanian.

Team,

If we pass the value with AAI of CCXML CreateCall, Is that available globally with the any Avaya Supported Agent Desktop ScreenPop Applications?

Thanks,
M. Sivasubramanian.

Team,

If we pass the value with AAI of CCXML CreateCall, Is that available globally with the any Avaya Supported Agent Desktop ScreenPop Applications?

Thanks,
M. Sivasubramanian.

Team,

If we pass the value with AAI of CCXML CreateCall, Is that available globally with the any Avaya Supported Agent Desktop ScreenPop Applications?

Thanks,
M. Sivasubramanian.

Team,

If we pass the value with AAI of CCXML CreateCall, Is that available globally with the any Avaya Supported Agent Desktop ScreenPop Applications?

Thanks,
M. Sivasubramanian.

Team,

If we pass the value with AAI of CCXML CreateCall, Is that available globally with the any Avaya Supported Agent Desktop ScreenPop Applications?

Thanks,
M. Sivasubramanian.

Hi,

Thanks for your reply.

FLOW OF THE APPLICATION:
==========================

Let me make the explain the flow of call in detail:

1. CCXML Application ----- Dials the Agent

2. CCXML Application ----- Captures the agent answering

3. CCXML Application ----- Route the flow to Dialog Designer application

4. DD (CTI) Application ----- VOICE OUT THE CUSTOMER INFORMATIONS TO AGENT

5. DD (CTI) Application ----- IF AGENT WISHES TO CALL THE CUSTOMER THEN DIAL THE CUSTOMER AND JOIN with AGENT USING THE CTI NODES(CtiCallInfo, CtiHold and CtimakeCall and Ctijoin)

6. DD(CTI) Application ----- Collect Agent Input for Call OUTCIME

7. CCXML Application ----- Receive the call outcome and update with DATABASE.

REASON FOR CCXML /CTI INTEGRATION:
================================

In case if the dialing of Agent and Customer(Both) happend from CCXML then we would required TWO VOICE PORTAL Channels.

With the Agent dialing with CCXML , then dial the customer from CTI DD application would use only ONE VOICE PORTAL channel.

That is the reason we have this apporach planned.

Hope this clarifies the requirement.

Requesting your expertise advice.

Appreciate your feedback on the suggestions for the above requirement.

Thanks,
M. Sivasubramanian.

Team,

We are working on the Outbound Module for an IVR Application. The scope is to dial the agent first and then connect the customer to agent if agent prepares to talk to customer.

For Customer dialing we are using CCXML to dial the agent VDN. Then to reach the customer the same call has been brought to Dialog Designer and same is put on hold and Customer is dialed using the CTI Connector Nodes provided by Dialog Designer.

New requirement is to populate the UUIData for Agent SCREEEN POPUP? The Screen popup application has not been decided yet, but the requirement is to populate the UUIData before dialing the AGENT.

1. Is it possible to set the UUIData from the CCXML createcall?
[OR]
2. Can we have a intermediate dialog Designer app to set the UUI data. So first , from CCXML route to this intermediate app which sets the value then return the control back to CCXML for agent dialing? Will the UUIData will be set with the above process?

Requesting your expertise advice.

Appreciate your feedback on the suggestions for the above requirement.

Thanks,
M. Sivasubramanian.