Hello,

We are experiencing delay's with the delivered event. Our router which uses TSAPI is getting the delivered event as long as 1 minute before DMCC notifies our agent application. Do you have any ideas of what may be causing this kind of significant delay?

John,

If we register our device in "Independant" mode, then we are capable of logging in the agent and taking calls without a proper voice path established (iClarity). How can we verify that the agent is logged into iClarity from DMCC?

Thanks

I'm not actually querying agent state. I just record agent state activity. So as the phone lamps change, i record whether or not they are currently on or not. Thanks for your warning.

Reply, I believe you are right. We use 3 agent states (Manual In, ACW, and Auxillary). If i toggle boolean values for those 3 lamps based on there mode (Off = false, Steady = true), then I can check when all 3 are false and then put the agent ui in a logged out state.

Thanks for your help, it has lead me to determine a workable solution.

FYI, when the new version is published, are clients notified, or do we have to just periodically search the Avaya website? If there is a way to subscribe to updates, how can I do that?

Can you give me more information about the feature button? What feature is it? So that we can have that turned on. How can I query the feature without changing state?

In DMCC we need to be able to identify if the agent has been logged out. I know there are no events that will tell us that currently, but is there a way to press a button and get the current agent state? If we can query the agent state, then we could place a timer in to periodically get the agent state and handle unwanted disconnects or state change.

As a followup, I have experimented with the Dashboard application and tried a few different methods. If I place the call on hold, and make a new call and transfer, the call can be picked up by another agent and that agent can place another transfer. But as stated below, any single step transfer will fail. If this is related to the line appearances, how can i make a line appearance become available on the device without losing the call?

It happens in dashboard also. I get the messages, but the failedEvent is not raised. You can parse the dmcc xml messages to work around this, but this seems to be an implementation issue with the ServiceProvider.dll. Please have the developers look into event handling of the TPCC object in the ServiceProvider.dll. Again, this happened with FailedEvent and TransferredEvent.

Thanks,
Jason Smith

Hello again,

We have a situation where we do a single step transfer call to a hunt group. The call goes and gets delivered to a new agent. The issue is that this new agent is not able to do a single step transfer call after they get the call. Below is an example of the xml sent and received for the single step transfer. Any help will be appreciated.

**** Invoke ID: 169 ****
<?xml version="1.0" encoding="utf-8"?>
<SingleStepTransferCall xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance" xmlns:xsd="http://www.w3.org/2001/XMLSchema" xmlns="http://www.ecma-international.org/standards/ecma-323/csta/ed3">
<activeCall>
<deviceID typeOfNumber="other" mediaClass="notKnown">864044:SWITCHNAME:192.168.##.###:0</deviceID>
<callID>148</callID>
</activeCall>
<transferredTo typeOfNumber="other" mediaClass="notKnown">866402:SWITCHNAME::0</transferredTo>
</SingleStepTransferCall>

**** Invoke ID: 169, Device ID: ****
<?xml version="1.0" encoding="UTF-8"?><CSTAErrorCode xmlns="http://www.ecma-international.org/standards/ecma-323/csta/ed3"><systemResourceAvailibility>resourceBusy</systemResourceAvailibility></CSTAErrorCode>

Sorry for the delayed response. We are running 4.2 for AES and .Net SDK.

The XML from the DMCC Received is the following

**** Invoke ID: 9999, Device ID: ****
<?xml version="1.0" encoding="UTF-8"?><FailedEvent xmlns="http://www.ecma-international.org/standards/ecma-323/csta/ed3"><monitorCrossRefID>2711</monitorCrossRefID><failedConnection><callID>568</callID><deviceID typeOfNumber="other" mediaClass="notKnown" bitRate="constant">864042:RPIDEVPBX001::0</deviceID></failedConnection><failingDevice><deviceIdentifier typeOfNumber="other" mediaClass="notKnown" bitRate="constant">864042:RPIDEVPBX001:192.168.67.189:0</deviceIdentifier></failingDevice><callingDevice><deviceIdentifier typeOfNumber="other" mediaClass="notKnown" bitRate="constant">864042:RPIDEVPBX001:192.168.67.189:0</deviceIdentifier></callingDevice><calledDevice><notKnown /></calledDevice><lastRedirectionDevice><notKnown /></lastRedirectionDevice><localConnectionInfo>fail</localConnectionInfo><cause>destNotObtainable</cause></FailedEvent>

Again, this is ok. We are expecting the failed event. The problem is that it is not raising the TPCC event, just coming in the DMCC Xml received.

To further this issue, we have now had the same issue with the TransferredEvent. I get the Xml received when the transferredEvent is finish, but I never get the actual event. Any assistance with these problems will be appreciated.

Thanks,
Jason Smith

I've got another good question for you. I have registered my call control events. I have handlers for each event. I am able to confirm that I receive delivered, established, and connection cleared. The issue is that I am trying to receive the failedEvent. I receive the Xml message from the DMCC::XmlMessagesReceived, but the DMCC::FailedEvent is not called. This is preventing my app from getting any failedEvent notification. We are generating the failed event when we try to log in an agent that is already logged in. We need to failed event notification to determine if the login failed and to roll back all monitors and device registration.

If you can provide any help, I will greatly appreciate it. We are on a tight deadline to have a fully working call control application.

After we call stopApplicationSession() on the ActiveXServiceProvider once, we are unable to reconnect. We get the following error from the ActiveX object.

"Could not re-establish existing session."

When we get an error while registering the device, terminal, or monitors, we call the stop functionality on all things that have already been completed.

I have found a working solution and this post is to explain, so that future developers can debug this control. I have had to add an iframe to the test page that references a simple page on another server. Inside the parent page, i make calls to the child javascript functions that use the DMCC object. In the handlers, I make call backs to the parent page. This allows me to debug javascript and Silverlight locally for testing.

I have tried this and as stated below, I received the error "Object does not support this property or method", which is a direct result of the object not loading properly. The dll must reside in the website directory. This is critical that we be able to test locally to diagnose any silverlight or call control related issues. We have to have a working resolution to this problem.

Thanks.

When I change the code base to pull the dll from an external website i get the error "Object does not support this property or method." Which is an error caused by the ActiveX object not loading properly.