Hi Team,

We have recently got a POM(POM.03.01.03.02.08.070), it is working fine with dialing(simple campaigns -- agent less), but the UpdateCompletionCode or GetContactInfo web service calls are failing, could you please guide what is causing this error?
I have same the "Outcall" password on EPMS and POM(POM-->Configuration-->Outbound Settings-->Voice Servers).

Error:
Error While Updating Completion Code: Failed to connect both Primary as wel as secondary server. with ret code: -5
Failed to connect both Primary as wel as secondary server.
Secondary server failed. (Reason: Transport error: 401 Error: 401)
Endpoint URL: https://xxxxxxxxxx/axis2/services/VP_POMAgentAPIService
Primary server failed. Using failover... (Reason: Transport error: 401 Error: 401)
Start - UpdateCompletionCode - Client. Time is 21 Feb 24 9:06:25:038
Updating Session ID: 11952 Completion Code: Call_Answered
end - initializeCommandInvoker
WebService Adapter already exist
got Contxt param from web.xml: Primary Pom Server [xxxxxxxxxx], Secondary Pom Server [xxxxxxxxxx]
getVariableValue(pomInfo, TextID): -1
getVariableValue(pomInfo, Language): en_us
getVariableValue(pomInfo, ContactNumber): xxxxxxxxxx
getVariableValue(pomInfo, ContactGroupID): 1
getVariableValue(pomInfo, CampaignName): xxxxxxxxxx
getVariableValue(pomInfo, CompletionCode): Call_Answered
getVariableValue(pomInfo, SessionID): 11952
getVariableValue(pomInfo, ContactGroupName): xxxxxxxxxx
getVariableValue(pomInfo, JobID): 90
getVariableValue(pomInfo, ContactID): 1
getVariableValue(pomInfo, SecondaryPomServer): xxxxxxxxxx
getVariableValue(pomInfo, PrimaryPomServer): xxxxxxxxxx
Getting pomInfo Variables from Session....
start - initializeCommandInvoker
getVariableValue(pomInfo, CompletionCode): Call_Answered
Executing IPluggableExecutable com.avaya.sce.pdc.pim.ui.DataConnector : Invoking update completion code



Completed IPluggableExecutable com.avaya.sce.pdc.pim.ui.DataConnector
Error While Getting Contact Info: GetContactDataFromListFault
Failed to connect both Primary as wel as secondary server.
Secondary server failed. (Reason: Transport error: 401 Error: 401)
Endpoint URL: https://xxxxxxxxxx/axis2/services/VP_POMAgentAPIService
Primary server failed. Using failover... (Reason: Transport error: 401 Error: 401)
Start - GetContactDataFromList - Client. Time is 21 Feb 24 9:05:34:618
Invoking WebService Method GetContactInfo with ContactID: 1 and Primary Pom Server: xxxxxxxxxx
Getting contact for contact ID: 1 List Name: xxxxxxxxxx
end - initializeCommandInvoker
WebService Adapter getting added
got Contxt param from web.xml: Primary Pom Server [xxxxxxxxxx], Secondary Pom Server [xxxxxxxxxx]
getVariableValue(pomInfo, TextID): -1
getVariableValue(pomInfo, Language): en_us
getVariableValue(pomInfo, ContactNumber): xxxxxxxxxx
getVariableValue(pomInfo, ContactGroupID): 1
getVariableValue(pomInfo, CampaignName): xxxxxxxxxx
getVariableValue(pomInfo, CompletionCode): Call_Answered
getVariableValue(pomInfo, SessionID): 11952
getVariableValue(pomInfo, ContactGroupName): xxxxxxxxxx
getVariableValue(pomInfo, JobID): 90
getVariableValue(pomInfo, ContactID): 1
getVariableValue(pomInfo, SecondaryPomServer): xxxxxxxxxx
getVariableValue(pomInfo, PrimaryPomServer): xxxxxxxxxx
Getting pomInfo Variables from Session....
start - initializeCommandInvoker
Executing IPluggableExecutable com.avaya.sce.pdc.pim.ui.DataConnector : Invoking Get Contact Info


Please let me know if you need any more details.

Thanks,
Ram

Thanks John, could you please share any sample applications or guide on how to read those SIPREC events?
does Avaya SBC provides any APIs to get the event information?

Thanks,
Ram

We have SBC, Session Manager, CM & AES, AEP, Oceana..etc. in our telephony infrastructure.

What we want:
We want to report each and every inbound and outbound call from/to our network to an internal system. Basically, the call progress events(call connection time(alerting/delivered..), connection established(call answered), connection end time(Connection/call Cleared), better to capture ucid, uui and sip call id). We want this report at least for the calls reaching until SM and going out of SM & calls in & out of internal PBX extensions/stations or SIP endpoints.

Any Session Managaer APIs which can tell about the every call(inbound/outbound) may be a better way to achieve.

I was able to report the outbound calls we make using click to dial application we developed using AES libraries(Java DMCC), but that is covering only a portion of the outbound calls(manually placed outbound calls from agent extensions and calls made through POM—>Session Manager are not able to monitor)
Regarding inbound calls, I thought of monitoring the extensions using AES libraries(Java DMCC) but that may cover only calls going out/reaching to extensions, that may not cover the calls coming to SM—>Experience portal—>IVR and other calls terminates at SM level).

Any suggestions to achieve this requirement in a best way would be greatly appreciated. (I am not looking for a solution from AES libraries/SM/Avaya client SDK, any possible way to achieve our requirement works, for example, Engagement Call Control Snap-In, Avaya client SDK…etc).

Please let me know if you need any more details about the requirement.

Thanks,
Ram

Thanks John, we are working on upgrading to newer or current version, but in the meantime to support a business need we need to know the way of getting those info(ucid & uui).

Thanks,
Ram

Hi Team,

Could you please guide me on getting the ucid and uui info when EstablishedEvent & ConnectionClearedEvent occurs and if possible from OriginatedEvent, DeliveredEvent and ConferencedEvent?

I was trying to get like event.getCallLinkageData().getGlobalCallData().getGlobalCallLinkageID().getGloballyUniqueCallLinkageID() but it is not working in ConnectionClearedEvent, OriginatedEvent, DeliveredEvent and ConferencedEvent(event.getCallLinkageDataList().getNewCallLinkageData().getGlobalCallData().getGlobalCallLinkageID().getGloballyUniqueCallLinkageID(); ).

same(event.getCallLinkageData().getGlobalCallData().getGlobalCallLinkageID().getGloballyUniqueCallLinkageID()) is working in ServiceInitiatedEvent but NOT in OriginatedEvent,DeliveredEvent, EstablishedEvent & ConnectionClearedEvent.

I also want to get the uui info as well.

AES version: 7.1.3.2.0.2-0
CMAPI: cmapijava-sdk-7.1.1.0.0.51

Please let me know if any more detials needed.

Thanks,
Ram

John, as far as I know, I am not doing any device registration(unless the DMCC API library does anything in the background of the code for call control) but get the Device Id of the agent extension and called phone number when making a call. I am using monitoring services to add the "addCallControlListener" such that I can listen the call control events(CallControlAdapter) ServiceInitiatedEvent, OriginatedEvent,DeliveredEvent,EstablishedEvent,ConferencedEvent,ConnectionClearedEvent,CallClearedEvent..etc.
But I am not doing anything on these events, for my current requirement I do not need to listen for these events, except interested to see the ConnectionClearedEvent to know which party released the call which is also not a mandatory at this time.
So, curious, if I do not to listen any of these events, and just make the call and forget, in that case, do I still need to have the basic TSAPI licenses? I assume, yes, because you mentioned makeCall also uses the license, just want to be double confirm.
And if I just to do the makeCall and forget in my application(also get the ucid as part of its response, which is very important), how long the license will be held? does it going to be hold until the call is released? or just at the point of time when making the call and release after the call initiated? this is to better plan for the number of licenses since we may not make calls from all extensions concurrently.

Thanks,
Ram

Thanks Martin,

So, my DMCC API call control application requires only TSAPI licenses. I ordered DMCC licenses along with TSAPI what I have, I will ask to remove them, thanks!
And it is better to have the number of TSAPI licenses equal to number of extensions I monitor to make the calls, am I right? Just to avoid any failures in peak time where all extensions makes concurrent calls.

Thanks,
Ram

Thanks Martin and John,

Martin, I was looking around to see the values you mentioned in SM MIB and AES SNMP on web GUI, but not able to find those parameters. I could be missing something, just to be on same page, are they accessible through web GUI or I need to retrieve them programmatically using same DMCC API?

John, yeah, we are seeing 100% license utilization on webLM UI of system manager.

My next question is, if I change my code to monitor the extension before making call and release it after the I see the "EstablishedEvent" does it remove holding the licenses, I am assuming my current code hold the license for each and every extension since it will be monitored infinitely. But still thinking that even if I change the code to monitor just before the call and release after connected, its kind of returning the license to pool, but if there is a case all my extensions makes a call concurrently at one point of time, do I still need the number of licenses equal to the number of extensions?(The chances of having all extensions having concurrent calls are very less but there could be change of having concurrent calls of at least 30-50% of extensions)

I am still curious to know, does my application uses TSAPI licenses or DMCC licenses(basic or advanced)? since I am not doing any call recording in this application.

Thanks,
Ram

Hi Team,

We have developed a click to dial application using DMCC Java API and with the help of sample application provided in sdk. Its working fine when I tested with my extension(Avaya one-x agent(h.323)/Avaya workplace(sip)) but when we rolled out to few production users, it is failing intermittently with the error "ch.ecma.csta.errors.SubscribedResourceAvailabilityException".
We are assuming that this is because lack of licenses available, could be wrong, we think that way because when we restart the DMCC services on AES, the calls worked fine for some time and again seen same errors little later.

Is there any way to find out how many licenses being used by click to dial application/DMCC API?

In my code, I am acquiring one monitoring services(static variable) and using that for all agent extensions, I am doing that to improve the performance of application and avoid creating service provider and monitoring services for every agent extension and the phone call they make from that extension. With this code, once the agent extension used to place the phone number, that extension will be keep monitored infinitely, does this hold any license? I mean does it acquire the license for that extension and keep it until the extension completely unmonitored?


AES version: 7.1.3.2.0.2-0
CMAPI: cmapijava-sdk-7.1.1.0.0.51

Please find the code snippet:

private static Map<String, MyCallControlListener> callControlListenerMap = new LinkedHashMap<String, MyCallControlListener>();
private static ServiceProvider provider;
private static CallControlServices callControlSrvs;
private static ServiceProviderListener serviceProviderListener;
private static MonitoringServices monitoringSrvs;
private static MyShutdownThread shutdownThread;
private MyCallControlListener myCallControlListener;

private boolean useTelUri = false;
private String agentExtension;
private String cmLinkNameOnAes;

if (provider == null) {

provider = ServiceProvider.getServiceProvider(spProp);

Log4jLogger.debug(request, "Got the service provider instance");
serviceProviderListener = new MyServiceProviderListener();
provider.addServiceProviderListener(serviceProviderListener);

if (shutdownThread == null) {
shutdownThread = new MyShutdownThread();
// to handle system exits and application crashes
Runtime.getRuntime().addShutdownHook(shutdownThread);
}

try {
callControlSrvs = (CallControlServices) provider.getService(ch.ecma.csta.callcontrol.CallControlServices.class.getName());
} catch (Exception e) {
Log4jLogger.error(request, "Exception occurred while getting CallControlServices instance: " + e);
throwError = true;
throw e;
}

try {
monitoringSrvs = (MonitoringServices) provider.getService(ch.ecma.csta.monitor.MonitoringServices.class.getName());
} catch (Exception e) {
Log4jLogger.error(request, "Exception occurred while getting MonitoringServices instance: " + e);
throwError = true;
throw e;
}
} else {
Log4jLogger.debug(request, "ServiceProvider instance already exist");

}
if (callControlListenerMap != null && callControlListenerMap.get(agentExtension) == null) {
// this is to have 'one' call control listener per extension because calls made through that extension can be controlled with one listener
myCallControlListener = new MyCallControlListener();
try {
monitoringSrvs.addCallControlListener(getDeviceID(agentExtension), myCallControlListener);
callControlListenerMap.put(agentExtension, myCallControlListener);

} catch (Exception e) {
Log4jLogger.error(request, "Exception occurred while adding call control listener to monitoring services for the agent extension: " + agentExtension);
throwError = true;
throw e;
}
} else {
myCallControlListener = callControlListenerMap.get(agentExtension);
Log4jLogger.debug(request, "CallControlListener is already exist for agent extension: " + agentExtension);
}

try {
// dial the number
ucid = dialNumber(request, dialedNumber, callerId);
} catch (Exception e) {
// TODO: handle exception
}



Thanks,
Ram

Got it, Thanks John!

Could you please share the link for Client SDK(java) and provide any click to call or click to dial sample application links with it?

Thanks,
Ram

Hi Team,

I am using DMCC java API to place a call to customer phone numbers using SIP extensions, they are working fine when the SIP extension is logged in physical Avaya phones and Avaya workplace client but when same extension is logged-in in spectra link phones, the makeCall api is failing with below exceptions, there is no userData set as part of makeCall api call or it is set to empty.

ch.ecma.csta.errors.OperationException: The specified data provided in the userData parameter exceeds the maximum allowable size of 96 bytes. Fpr a DirectAgent or SupervisorAssist request the agent is not a member of the acdGroup or the agent is not currently logged in to the acdGroup .0

Versions:
AES version: 7.1.3.2.0.2-0
CMAPI: cmapijava-sdk-7.1.1.0.0.51

Please let me know if you need any more details.

Thanks,
Ram

Sure, thanks Martin!

I have changed the code to set the UUI, but still I am not getting the caller ID I set as part of UUI. Could you please have a look into below code snippet and let me know if I am missing anything?

try {
System.out.println("makeCall to number: " + numberToCall);
calledDevice = getDeviceID(numberToCall);

MakeCall request = new MakeCall();
request.setCallingDevice(getDeviceID(extension));

request.setCalledDirectoryNumber(calledDevice);


// ram edited start
String newNumber = "xxx973xxxx";
byte[] uui = { 0x01, 0x02, 0x03 };
// Length of new number
int numberLen = newNumber.length();

// Length of UUI data
int uuiLen = uui.length;

// Size of buffer needed
int byteLen = 7 + numberLen + uuiLen;

// length of 'Information element'
int ieLen = 5 + numberLen + uuiLen;

// length of the number section
int numSectionLen = 2 + numberLen;

byte[] ba = new byte[byteLen];
int count = 0;

ba[count++] = 0x7E;
ba[count++] = (byte)ieLen;
ba[count++] = 0x10;
ba[count++] = (byte)numSectionLen;
ba[count++] = 1;
ba[count++] = 0x21;

// Put in the number
for (int i = 0; i < newNumber.length(); i++)
{
ba[count++] = (byte)newNumber.indexOf(i);
}

// Put in the UUI
ba[count++] = (byte)uuiLen;
for (int i = 0; i < uuiLen; i++)
{
ba[count++] = uui[i];
}
UserData userData = new UserData();
userData.setString(ba);
request.setUserData(userData);
// ram edited end

MakeCallResponse response = callControlSvcs.makeCall(request);
// callLogGui.callBack(numberToCall);
// callLogGui.displayCallStatus(actionListener, numberToCall, response.getCallingDevice());

}

Thanks,
Ram

Thanks Martin for your quick reply, if I am not wrong the link you shared is talking about how to set the UUI, also I might not understand completely as they are not Java examples.
I am talking about setting the custom CLI/caller id. Could you please share any java examples that are available?

Below is the snippet of code I am using to make call.

calledDevice = getDeviceID(numberToCall);
MakeCall request = new MakeCall();
request.setCallingDevice(getDeviceID(extension));
request.setCalledDirectoryNumber(calledDevice);

MakeCallResponse response = callControlSvcs.makeCall(request);

Please let me know if you need more details.

Thanks,
Ram

Hi Team,

Could you please guide me setting a caller id as part of makecall request? any sample code would be greatly appreciated.

I am using the click2call(ccs) sample application and able to place a call using h.323 extension to a phone number. But I am not able to find the option to set the caller id. When calls goes out on a phone number the caller id I am seeing is extended extension number. But I want to set a different caller id so that when called party calls back it goes to IVR/wherever I wanted instead of calling party extension directly.

Thanks
Ram

Thank you Martin,

I am able to get the ucid from delivered event
event.getCallLinkageData().getGlobalCallData().getGlobalCallLinkageID().getGloballyUniqueCallLinkageID();

one more thing, when I do the same thing, try to initiate click2call/click2dial from/via SIP extension which is logged on one-x communicator or Avaya workplace client it is not going through and call is not placed on dialed number. I think monitoring services going through but nothing happening after that.

Could you please suggest if any changes I need to do on ccs.click2call sample application or on SIP extension config or CommunicationManager side or SessionManager side?

Below are the SIP extension config for 3PCC


display station xxxx Page 6 of 6
STATION
SIP FEATURE OPTIONS

Type of 3PCC Enabled: Avaya
SIP Trunk: aar



SIP URI:



Thanks,
Ram