CMS is the recommended reporting platform for EMC. Hence it is recommended to use that interface. EMC stores it's own segment data based on events received from CM. But particularly for voice calls, CM/CMS is the best source.

For Emails/Chat EMC has it's own tables that have more details about email exact incoming time before it is queued using phantom call to CM. This queue data is also exported to CMS DB via EMC CMS Connector. So that CMS can become a single point of reports for EMC.

Or perhaps you needed following document

Pankaj

• Disconnected (On status bar).
• System: Chat Disconnected (On Chat messages area).

First message is hardcoded in chat.js & csportal_chat.js files. Can be changed there.
Second message is a system message coming from server, so you can check if the incoming system message is “Chat Disconnected” and replace it with your own string in chat.js & csportal_chat.js files.

Pankaj

I believe what you are looking for can be achieved by following process:
Localization of Web Chat UI

This is present in the "EMC - Web Chat Interface_v05.pdf" guide. (attached)

Regards
Pankaj

No.. that is the SP2 page.

Below is the link for SP3 page

https://support.avaya.com/downloads/download-details.action?contentId=C20171220173677760_4&productId=P1439&releaseId=6.5.x

Can you try upgrading to 6.5 SP3. There were some CRM rules related issues fixed in SP3.

What version of EMC are you using ?

Here is the API.. this is used in the out of box sample client too, so you can have a look for usage there too.

SendNotificationToService: Used by WebChat ASP to send typing notification to the Web Service.

void SendNotificationToService(string SessionID, string userID, int notificationCode)

string SessionID - Session ID returned by OpenSession string userID - Valid text username i.e. name of the customer as seen on Agent side. (can pass an empty string) int notificationCode – 0 when Customer is typing 1 when Customer has stopped typing. (Need to set a timer of 5 seconds wherein pass value 0 as notification code when customer is typing and pass value 1 five seconds after customer has stopped typing to notify the service that customer has stopped typing).

If you need the full document, please reach out to me at pgandhe@avaya.com

Hi,
The Sample App does not need it's own DB. It typically can connect directly to EMC DB for information.
As for flow (call flow etc), this is defined by EMC servers. The Sample App will only get notifications of call transition (call delivered, call established, call closed etc)

There are only .net APIs currently. No web APIs

Pankaj

You can add multiple keywords to be checked using OR or AND condition for the rule to be applied. Like "Not AND have AND gas". This will not check for the phrase, but if all these 3 words are present in Subject then the rule will apply.

It would have an interaction for Created or Delivered event. But none for Established.. as likely it was abandoned before Establish.

Hi,

CSPortal Web API Developer’s Guide can be found on support site at following location:
https://downloads.avaya.com/css/P8/documents/101027542

It support ReST API ( and not SOAP)

Attaching here again for your ref.
Regards
Pankaj

Autoresponses can be identified by direction flag as 1 (outbound) and no Agent ID associated with it. Additionally, out of box, subject also has "auto" word in it, so that can be used too is out of box settings exist.

No.. that facility is not there.

The details are updated in the SDK Document available on this forum. New chapter added about adding buttons to Ribbon UI.