I have a use-case where I need to set call forwarding based on a agent to substitute agent mapping on a CRM web application. As and when this mapping changes on the CRM, I need to set call forwarding based on the new mapping of substitute agent. The CRM already has a web-based javascript client that integrates with the DMCC .NET SDK (a windows service) to register device, make call and other 3rd party call control functions. I only need to add the "set call forwarding" capability. I am exploring the use of SetForwarding DMCC 3PCC API to set call forwarding for the busy and no-answer states. Is this achievable? I referred to documentation on Avaya that said only "ImmediateForwarding" is supported via "SetForwarding" DMCC API. Does this mean that forwarding only when agent is busy or doesn't answer is not possible via this API? If yes, are there any other ways of achieving this via DMCC APIs?

Any help in this regard is deeply appreciated. Thanks in advance...

My project is using Avaya C3000 as the unified messaging solution. It is also using Avaya Aura Communication Manager and Avaya Aura AES enabled for programmatic access to call control, etc. We also have an Avaya Breeze subscription. A few questions here.

1) Does Avaya ECC come bundled as part of the license for Avaya Breeze?
2) Is there a way of programmatically using ECC REST APIs to get notified on voicemail stored on C3000 and also to access them? If no, is there any other way to programmatically access and be notified on voicemail stored in C3000?

Thank you for all the help...

Dear Experts,

I am new to Avaya and its range of products. My project is using Avaya Aura 8.0 platform and Avaya IX workplace.

Also, I have a client CRM application which is the agent facing front-end UI for calls. The CRM already has logic that is consuming DMCC APIs to make and receive calls, update agent status, etc. In the current configuration, the call routing and distribution for incoming calls is done on the Avaya server before it reaches the CRM.

Over and above the current configuration, there is a need to solution a couple of additional requirements. Please find them below.

1) The CRM application maintains a one-one mapping between a customer service agent and another user (also an agent) who needs to fill in for the agent as a substitute whenever the incoming call is left unanswered or the agent is busy. Does this need to be achieved at the client CRM application end by using DMCC APIs or would it have to be done through call vectoring? Is there a way that the agent-substitute user mapping can be persisted on the agent data model on Avaya through REST integrations with the client CRM and the call deflection/redirecting could be handled directly on the Avaya server via vectors?

2) The project is also using message storage on Avaya for voicemails. As and when a voicemail is generated on Avaya, is there a way of notifying the agent on the client CRM application about the voicemail event with details? Post arrival of voicemail notification on CRM, using the event data, is there a way of accessing and hearing the voicemail? Can it be achieved by using the DMCC APIs?


Any help in this regard would be greatly appreciated! Thanks in advance...