Hi Team,

We have developed CCT Custom web Agent desktop to handle Agent state and voice Calls. Everything is working fine.

At customer site below issue reported When Agent (CSR) is not ready state for more than 5 minutes then custom web desktop gets time out and goes to login screen. Same code working fine when Agent is is not ready state it is not get time out.

We have checked same in our lab and it is working fine for Ready as well not ready state and idle for more than 20 hours but at customer site when Agent is in not ready state for more than 5 minutes it gets time out.

Do we need to check any settings on CCT server or Avaya CM. Is there any setting to increase time out time on CCT server for idle situation.

We have used Dot net API for development. Let me know if you need any information.


Thanks and Regards,
Pravin

Thank you Fergus.

I just confirmed with customer and they are using Avaya Agent desktop only not any hard phone or Communicator.

“we only use the Avaya Agent Desktop release 7.0.3

Please remember extension 4446 is the only extension that is on a H323 J169 set and the AAD softphone. She cannot and does not log into the AACC with her desk set.”

Agent first log into their PC’s on our City Domain with their network credentials and password. Then they open AAD and if necessary log in with the CM set password (25802580) only if requested and it will auto log them in at a Not Ready state. Then they hit Ready on the AAD and are accepting calls according to their skillset. I also highlighted some answers to their inquires below in yellow.

I just want to confirm can we use AAD as phone extension only rather than softphone and Refclient/AAAD concurrently?

I think when we are login into CCVA application, AAD is kicked log off and CCVA application does not get any call event as AAD means phone extension which is used for login with Agent ID into CCVA application no longer available.

Is there any configuration we can do at AACC or Communication manager to use AAD like phone extension (as like Avaya OneX communicator or desk phone ) and use as an extension number when login into Refclient or Avaya Aura Agent Desktop for call control.

This will help us to narrow down issue at customer site.


Regards,
Pravin

Hi Team,

We have developed custom softphone and it is working fine in our lab along with Avaya IP communicator.

When we tested same on customer site it is working for one agent and for other it is not working. Only ready and not ready working.

When we have tested the following:
1. Agent1 – Agent and Supervisor permissions
2. Agent2 – Supervisor Permissions
3. Agent3 – Agent Only permissions with Default skillset and EMS and again with Agent Only Permissions with Combat Test Skillset and EMS (like Kerry’s login)

At this point only Agent1 log in is yielding successful results with a few minor issues.


1. CTI testing with Agent1 login is successful. It will show that I was able to receive calls through the queue, answer, conference, etc. When making an outbound call I was less unable to disconnect however I would say that overall CTI functionality was at roughly 70-80%.
2. When I tested with my own account I was unable to login at all (invalid credentials).

3. I also tested with Agent3 login (at my computer). At first I tested with her being setup with the default skillset and EMS skillset and it did not work. Next I tested with setting her up to mirror Agent1 (Combat Test skillset (1) and EMS (2)). I was able to login and toggle between ready and not ready but could not perform any additional functions.

AAAD and our softphone is connecting to same CCT server. Where as on AAAD all call delivered and answered. Agent can make outbound call from AAAD.

Whenever call delivered to Terminal our softphone working fine. For non working extension in our softphone caller calls go to voice mail.

What could be the issue. Will there be any call routing or extension configuration issue. Will it make any difference hardphone and Avaya IP communicator.

We have used CCT dot net API for custom softphone development.

Regards,
Pravin

Hi,

I just want to know is there any way to transfer user data for call transfer. e.g. call transfer reason.

Suppose A agent transfer call to B agent then B agent should know the call transfer data. Is there any way or DMCC dot net method available.

Can we have UUI?

Regards.
Pravin

Hi,

I just want to know is there any way to transfer user data for call transfer. e.g. call transfer reason.

Suppose A agent transfer call to B agent then B agent should know the call transfer data. Is there any way or CCT dot net method available.

Do we have UUI in CCT just like DMCC?

Regards.
Pravin

Here is the call flow of the Contact Center Components:

ACM->SM->AACC->AAAD


Also below configuration done for UCID on AES server but still not getting original call information. We tried getcallinformation, get userdata (to decode) method in Thirdpartycallcontrol call delivered event but all parameters are empty except getcallingdevice,callid and getcalledid.


The basic configurations for UCID. Please find the screen shot below for ref.


The consistent opinion appears to be that DMCC will always be
inadequate for AACC agent call control (and absolutely inadequate for
an agent desktop). The fundamental design is one where a "contact" is
answered and handled by the AACC with the CM station being attached
and detached passively, as a voice channel, where needed; it has no
explicit relationship to the AACC contact outside of CCT.

We might solve this query for a portion of the problem space, with
particular call construction, by decoding the UUI but in Dot NET DMCC API we tried to fetch data using get userdata method when thirpartycallcontrol delivered event occurred to get original call information (ANI,Callid and DNIS).


It will be good if you guide us how can we get original caller details in AACC , AES data information.

Regards,
Pravin

Hi Michael,

I am getting VDN list if I use John query but what we want here is to obtain VDN name for each incoming call along with callingdeviceId (ANI) and calleddeviceID (DNIS).


Please confirm if calleddeviceID (DNIS) number and VDN number is same. If yes then we can map VDN name and VDN number.

Regards,
Pravin

Hi John,

We need VDN name not physicaldevice ID.

e.g. If caller call from his no. 7867542341 to to VDN no. 1944 then we are getting CLI as 7867542341 and DNIS as 1944 in Thirdparty call control delivered event argument

CallingdevidID=7867542341
CalledID=1944

Similary we want to VDN name e.g. 1944_Test_VDN along.

In which argument and thirdpartycallcontrol event will get VN name information for each new incoming call.

On Avaya One-x desktop we are getting VDN name. I have attached screenshot for more information. Please let me know if you need any information.

Regards,
Pravin

Thanks John. In our Lab We are dialing 1634 CDN and it routes to 1634_skill and then AAAD Agent who has 1634 skill assigned. Yes we are using SIP.

Basically all event working fine for DMCC desktop for AACC routing only thing is we are not getting original call information (ANI, DNIS and CallID) because call redirect from 1634 VDN to AAAD Agent hence it is sending 1634 as a ANI and Agent logged in extension as a DNIS.

We tried using getoriginalinfo.getnetworkcallingdeviceID and getoriginalinfo.getnetworkcalledID but these paramerts return null when call delivered event fire.

Need help how can we get original caller number and original called number in above parameters. If that is not possible then is it possible to pass original caller details via UUI parameter for each new call.

Regards,
Pravin



Regards,
Pravin

Thanks John. Can you please let me know which API we need to use CCT one or any other API's we need to use for AACC.


I think in AAAC original call get transferred to Agent hence we are getting transferred caller details instead of original call. Is there any way original caller details will be set via UUI or any other way in call routing script.

We tried using getoriginalcallingdeviceID and getoriginalcalledID in DMCC but no luck.


Regards,
Pravin

Hi John,

We have tested the DMCC custom desktop for both (AACC and non AACC call routing) in our Lab and below are our observations. We are getting incorrect CLI and DNIS for AACC call routing.

We are using following third party call control event to get CLI, CallID and DNIS details.

#region getThirdPartyCallController_OnDeliveredEvent(object sender, ThirdPartyCallController.DeliveredEventEventArgs e)

/// <summary>
/// This event handler will be called in response to the Delivered event which is received
/// whenever a new call arrives and is in ringing callState

In non AACC Routing (Avaya One-X desktop and VDN 1944 for 2300 and 2302 extension) – we are getting following in above event parameters when calling from 2302 to 1944 VDN. Call landed to 2300 extension.

CallID (e.getConnectionId.getCallId)-2785 (e.g.)
CLI (e.getCallingDeviceId) – 2302
DNIS (e.getCalledDeviceId) – 1944

In AACC Routing (Avaya Aura Agent desktop and VDN 9+1634 for 2300 and 2302 extension) – we are getting following in above event parameters when calling from 2302 to 91634 CDN. Call landed to 2300 extension.

CallID (e.getConnectionId.getCallId)-9108 (e.g.)
CLI (e.getCallingDeviceId) – 1634
DNIS (e.getCalledDeviceId) – 2300

But on AACC desktop getting correct details.

CallID -9108 (e.g.)
CLI – 2302
DNIS – 1634_CDN_CCVA

Why we are getting different CLI and DNIS in AES server telephony event for AACC routing.

CLI (e.getCallingDeviceId) – 1634
DNIS (e.getCalledDeviceId) – 2300

Actually it should be

CLI (e.getCallingDeviceId) – 2302
DNIS (e.getCalledDeviceId) – 1634


Regards,
Pravin

Thanks John. at customer site they are using AACC routing configuration where as in lab it is non AACC routing configuration.


In non AACC following is call routing.

1) Customer dial e.g. 1944 standard VDN and that routes to Vector e.g. 72 .
2) Vector e.g. 72 is routing directly to an agent that is logged into Skill e.g. 16.
3) Agents that are assigned to Skill 1e.g. 6 are not associated with AACC.

and we are getting CLI in callingdevice, Unique CallID in CAllID and DNIS in CalledID variable (DMCC Parameter).

DDD2 callId=11168 cli=5050 DN=4446 callingdevice=5050:CHDC1CM::0 calledID=4446:chdc1cm:0.0.0.0:0

We just want to know in AACC environment in which parameter we can get CLI, DNIS and CallID like above.

As we are getting callingdevice as a agent loggedin extension.


Also want to know if calls will be answered by DMCC AACC agent (custom desktop) then call will be answered for AACC Avaya Aura Agent Desktop agent as well right?

Basically synchronisation between two desktop for call events.

In our lab for non AACC call routing configuration if Avaya one-x Agent answer call then it replicates on Custom Agent desktop as well.

Many thanks in advance.

Regards,
Pravin

Hi,

We are getting logged in extension number as a calling party number(ANI/CLI) in telephony event (callingdevice) instead of original calling party number.

What configuration is required at AVaya server site and where. It will be good if we get steps or document for same.

I have copied our connector logs as below and marked parameters in red which we are using for CLI popup. In our lab and other customer site we have never faced such CLI issue. Please check what configuration is required at AES/Avaya server site to send callingdevice as CLI (calling party number) instead of logged in agent extension.

2019-09-05 16:17:19,679 [11] INFO CCVA - Telephony:if ((e.getEventCause == newCall|| e.getEventCause == keyOperation) && e.getLocalConnectionInfo ==alerting)...LineNo786
2019-09-05 16:17:19,679 [11] INFO CCVA - Telephony:currentCallState = TelephonyCallState.Alerting;...LineNo789
2019-09-05 16:17:19,679 [11] INFO CCVA - Telephony: CallRecord crt = callList.GetRecord(e.getCallingDeviceId);...LineNo796
2019-09-05 16:17:19,680 [11] INFO CCVA - Telephony:if (crt != null)...LineNo798
2019-09-05 16:17:19,680 [11] INFO CCVA - Telephony: callList.AddCallRecord(nameOfParty, e.getConnectionId.getCallId, e.getCallingDeviceId, CallState.CallInit.ToString(), DateTime.MinValue, true);...LineNo806
2019-09-05 16:17:19,680 [11] INFO CCVA - nameOfParty: ,e.getConnectionId.getCallId : 782, e.getCallingDeviceId :7222361787:CM::0
2019-09-05 16:17:19,680 [11] DEBUG CCVA - CallRecord temp : name= callID=782 callingdevice=5050:CM::0 state=CallInitchangeActoev inve=True
2019-09-05 16:17:19,680 [11] INFO CCVA - Telephony: IncomingCall incomingCall = new IncomingCall(callManager.IncomingCall);...LineNo817
2019-09-05 16:17:19,680 [11] INFO CCVA - Telephony: incomingCall.BeginInvoke(e.getConnectionId.getCallId, e.getCallingDeviceId, contentOfDisplay,null , null);...LineNo820
2019-09-05 16:17:19,680 [54] DEBUG CCVA - CallManger:IncomingCall(782,5050:CM::0,)

Regards,
Pravin

Hi,

Do we have sample CCT dot net web application with source code. I have downloaded attached one. Will this work with AES and CS1K both.

Regards,
Pravin

Hi,

We want to develop custom call control desktop for Avaya CS1000E ver. 7.65P+, Avaya Aura System Manager ver. 6.3, Avaya Aura Contact Centre ver. 6.4.216 and Avaya 1150/1140 phone sets in the Contact Centre. Is there any API's in Dotnet or Java or any other language to develop call control.

Is there any way to install AES to communicate with above setup. As we have already DMCC desktop which is working fine for AES.

Regards,
Pravin.