Hi Martin,

I have already been monitoring a Hunt Group Extension at all our Customers. This avoids monitoring all the individual agents and helps with sharing licenses. I am aware that I can monitor a VDN, but this is not how our Product is setup. We somehow get everything Login, Logout, Delivered, Established etc. via the Hunt Group Extension. We do monitor VDNs all the way to the Hunt Group, but im not sure if this effects the messaging. If it does then I would need to juggle my test setup to match.

So are you saying that there must be a VDN with a Vector (queue-to) in-front of the Hunt Group for this to work? I felt 99% sure that the Hunt Group Extension provided me my Call Events, but the customer may have glossed over this... I could double check with one of our customers on Monday, but can you think of any other way I could get Call Events from a Hunt Group?

Finally, for clarification, if there was a VDN in-front of my Hunt Group. Would I see call events for each Agent who receives a call in that Hunt Group, without monitoring each Agent specifically? This is important for me to understand, as I though I had this mapped out already.

Thanks.

Hi,

I have finally managed to establish a SIP trunk between my test Asterisk and Avaya BDE (CM). I have all that I need so far, but I am not able to receive CTI messages on my Hunt Group 49000, that comes pre-setup with Avaya BDE. By this I mean that my Tsapi application says that it has successfully monitored Hunt Group Extension 49000, but I do not get any CTI messages from it when I ring it, when I know I should be.

I know that my Tsapi App works, so I am thinking that the Hunt Group may not be setup to allow CTI? Is this possible?

Can you help me understand what I need to do to get this working so I can finish my Environment?

Many thanks,

Rich.

Hi Support,

I have found some posts and articles that successfully setup an Avaya BDE with an Asterisk system, but when I tried following them I failed. I am trying to integrate the Avaya BDE with our test Asterisk system so that I can perform more/better tests. I have tried one shortcut which worked but not deliver the desired result, but connecting a SIP or h.323 trunk would solve most of my test roadblocks.

Can anyone help me or provide a decent guide on how to connect a SIP or h.323 trunk to any flavor of Asterisk?

Thanks!

Hi Support,

I have followed the FAQ for doing the loopback trunk to make calls to some extensions appear like a real world ANI. But when I test it, my Tsapi App sees it as a Dynamic Trunk ID such as T1#234.

How can I configure BDE to provide the actual number, because when the call appears on the phone (IP Agent) it is seen as the 10 digit ANI like I need.

Thanks!

I have tried to get the EDU fields without dynamically creating those VDU names (just like the GUI does in the generated code). With a few tweaks to your code i am able to get my Java Servlet to be executing properly. But my code for assigning to a simple variable is not working. As i would like to assign and output the variables i fetch from the EDU Server.

Also I have previously tried the following for dynamically creating the VDU fields:

#1 - Startup code uses this. I doubt that this would have worked unless it added to the complex variable.
variable = com.avaya.sce.runtime.ComplexVariable.createComplexVariable(IProjectVariables.VDU, variableFields, "com.avaya.sce.runtime.connectivity.ic.pdc.VDUVariableFactory", mySession, false, true );

#2 - Trying to get the Complex Variable and then add into it more fields.
com.avaya.sce.runtimecommon.IVariable.setCollection(ICollection arg0)

#3 - Similar to Item #2.
com.avaya.sce.runtimecommon.ICollection.append(String arg0, IRuntimeSession arg1)

#4
variable = myVDUVariableFactory.createVariable(IProjectVariables.VDU, variableFields, variableFields, mySession);

Unfortunately, all the above has failed. Are you able to provide a doc or correct what i have to steer me in the correct direction?

Thanks!

Hi Neil,

Thank you for this info. Yes the VDU fields must match *exactly* the names on the AIC I believe.

I think I have already done what you have suggested as I saw how the auto-generated code handled the VDU fetch/get, but how would I create the fields in the VDU variable/property? I have already written the Java code for Creating variables and executing the VDU Get command, but something is wrong with variable creation as this part causes an error.

I have seen the Java Class for creating the VDU fields and it has a factory component with a method to create a variable, but it is unclear if this creates only one variable at a time or all that I need from an array. My code that attempts to create these fields in the VDU variable is causing the app to crash, but unfortunately I have no idea if I am using the function correctly?? There is no docs that found to verify what I have done so far.

Finally, are you sure that I can create fields in the VDU variable. As I was poking around what code drives building these fields for the VDU parameter when it is auto generated via the GUI (IC Connector), and the VDU fields are "public static strings" in the startup side of app in OD. This leaves me to question if I can leave the VDU variable empty with no fields and use the factory to create my dynamic field names just before invoking the VDU get?

Thanks.

Hi Support,

I would like to know if it is possible to programmatically get the VDU fields in a Java Servlet?

I can see the Java code generated by the IC (GetVDU) GUI component, but i would like to dynamically get the VDU fields using some of this code. Meaning i would like to read the VDU names externally from a text file and load them into the VDU variables via the code before doing a fetch via the getVDUFields command.

It looks like it can be done, but i am also not sure if i have to create the VDU field names via the code too. So some direction would be great right now as i have not found anything that covers this.

Thanks!

Rich.

Hi Support!

I have been investigating an issue that i need some help with.

We have some working applications (VXML with CCXML) that together perform a callback via CCXML and then treat the caller in VXML when they reach the IVR.

But, after the CCXML fires off a Callback for the 1st time ALL apps loaded on Tomcat begin to write not only to their respective Trace + Report logs but also to the Catalina.out file as well???

I am trying to stop this and i need some help or suggestions with this.

To add some extra info... each time the CCXML fires off to perform a Callback, there is an additional copy of every line that goes into the Catalina.out log. So if there are 2 CCXML callbacks each line in the file is doubled, after 3 Callbacks each line is tripled.... as you can imagine the log can grow extremely large at Peak time.

Its very strange that a CCXML callback triggers the rest of the Applications (VXML) to write to the Catalina.out log. Without a CCXML Callback everything is normal (Apps not writing to the Catalina.out log).

I have played with the log4j.properties for all the apps, but it not seem to make a difference.

TIA,

Rich.

Yes they are Prompt only nodes. So they would need to be flushed from what you have just stated. Am i using the wrong node for this?

Im not sure what you mean exactly when you say that the data nodes not return VXML back to the browser? You mean from user input?

I use the flush at the beginning of the Announcement Node, is this the correct use of it or should it be used at the end of the node?

Thanks.

Hi Neil,

I have rested the aplpication and found that one of the prompts was recorded in a way that sounded like it was repeated and in the process of re-recording this. So now, what i am left with, is that the prompts do not play if i dont insert a Flush Prompt at the beginning of some Announcement Nodes.

Your cache explanation sounds reasonable, but we are in the middle of the IVR application when these prompts dont play.

Here are the Nodes/Serverlets that are having problems playing the prompts: PlayQPOSAnnounce1, PlayMaxEWTAnnounce.

Here is the relevant piece the Aplication's trace log where you will see the above Announcement Nodes mentioned, but they did not play their prompts:
16/07/2013 19:57:14:977 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : Storing [8723605] to: CallInfoResult:LinkScopeCallID
16/07/2013 19:57:14:978 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : Storing [1] to: CallInfoResult:QPos
16/07/2013 19:57:14:978 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : Storing [-10] to: CallInfoResult:EWT
16/07/2013 19:57:14:978 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : Storing [N] to: CallInfoResult:OfferFreedomQ
16/07/2013 19:57:14:979 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : Storing [Y] to: CallInfoResult:PlayQPOS
16/07/2013 19:57:14:979 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : Storing [Y] to: CallInfoResult:PlayEWT
16/07/2013 19:57:14:979 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : Storing [2359] to: CallInfoResult:ACDQueueCloseTime
16/07/2013 19:57:14:980 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : Storing [1] to: CallInfoResult:Format
16/07/2013 19:57:14:980 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : Storing [0] to: CallInfoResult:ReplyCode
16/07/2013 19:57:14:980 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : [condition1] Expression [CallInfoResult:ReplyCode] String Equal [0]
16/07/2013 19:57:14:982 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : Using SCESession F806D65E97045514582BFCE5D5C61126:/Prescreen servlet : getFlagOfferFQCustMenu
16/07/2013 19:57:14:985 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : PlayQPOS flage is : N
16/07/2013 19:57:14:985 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : PlayEWT flage is : N
16/07/2013 19:57:14:986 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : CustomerMenu flage is : Y
16/07/2013 19:57:14:986 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : Using SCESession F806D65E97045514582BFCE5D5C61126:/Prescreen servlet : PlayQPOS
16/07/2013 19:57:14:986 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : [condition1] Expression [CallInfoResult:PlayQPOS] String Equal [Y]
16/07/2013 19:57:14:988 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : [condition2] Expression [CallInfoResult:QPos] Numeric Greater Than [0]
16/07/2013 19:57:14:988 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : Using SCESession F806D65E97045514582BFCE5D5C61126:/Prescreen servlet : PlayQPOSAnnounce1
16/07/2013 19:57:14:998 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : [condition1] Expression [CallInfoResult:PlayEWT] String Equal [Y]
16/07/2013 19:57:14:999 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : [condition2] Expression [CallInfoResult:EWT] Numeric Greater Than [0]
16/07/2013 19:57:14:999 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : [condition3] Expression [CallInfoResult:EWT] Numeric Less Than [0]
16/07/2013 19:57:15:000 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : Substring [CallInfoResult:EWT] to [MaxEWT] start [1] number of characters [-1]
16/07/2013 19:57:15:007 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : session id:CCEPM01-TYN-DEV-2013197125714-9 | Prescreen:PlayEWT | EWT is Negative so play substring MaxEWT | MaxEWT : 10
16/07/2013 19:57:15:009 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : Using SCESession F806D65E97045514582BFCE5D5C61126:/Prescreen servlet : PlayMaxEWTAnnounce
16/07/2013 19:57:15:021 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : [condition1] Expression [CallInfoResult:OfferFreedomQ] String Equal [Y]
16/07/2013 19:57:15:022 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : Using SCESession F806D65E97045514582BFCE5D5C61126:/Prescreen servlet : Transfer_Reporting
16/07/2013 19:57:15:023 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : Using SCESession F806D65E97045514582BFCE5D5C61126:/Prescreen servlet : CallTypeNotNewOrInvalid
16/07/2013 19:57:15:023 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : [condition1] Expression [CallType] String Equal [1.2]
16/07/2013 19:57:15:024 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : [condition2] Expression [CallType] String Equal [0]
16/07/2013 19:57:15:024 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : [condition3] Expression [CallType] String Equal [1.4]
16/07/2013 19:57:15:024 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : Using SCESession F806D65E97045514582BFCE5D5C61126:/Prescreen servlet : GetCallerEduData1stFetch
16/07/2013 19:57:15:025 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : Executing IPluggableExecutable com.avaya.sce.ic.ui.icConnector : GetVDU
16/07/2013 19:57:15:025 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : ICCommand.execute: setting session cookie to F806D65E97045514582BFCE5D5C61126:/Prescreen

Hi,

Today and over the weekend the prompts were playing, but i expect them to have a problem again. As it seems to happen intermittently.

Is there a way of confirming if the prompts are being played when they are not heard, like in logfiles?

What troubleshooting steps should i perform to understand more?

Also, i have used the "Flush Prompts" to fix Announcement Cells that were not playing prompts at-all in another IVR app. How should these be used, even though it fixed my app, was it correct that i used them? Or does this indicate that there is a problem elsewhere, perhaps with the system?

Thanks.

Hi,

I am new to Orchestration Designer (OD) and have inherited a new application which i must maintain.

I am familiar with the application and have had success in terms of doing what i need to do, but certain prompts very rarely play and on occasion they are played twice.

I have tried everything i can find and researched all that i can and the only thing i found was to use the Flush inside the Announcement Cell. This worked for a time but now they not play again.

I would look at the hardware if i knew what logs to look into. Can anyone pls advise me to what i should do next? Or even have a solution that worked if you have experinced this before.

FYI - The tomcat server (where my apps are deployed to) has been restarted many times and it has not improved.

Many Thanks.

Rich.

Hi Neil,

Do you know the timeout that we need to set? We have played with some like the EDU Creation timeout, but it not make any difference.

I need to perform some more test, but I believe that I have seen some open sessions in tomcat when I try to transfer inside the IVR (VXML).

Is there any way to prevent these? Because if the IVR could perform an AIC transfer then this would resolve everything.

TIA.

Hi Wilson,

Double checked this and have made some more progress....

As the call is created via CCXML and is outbound, the 4 sec sync interval is impossible. Therefore we have changed a setting on the VOX "No TS", as I have read else where on this forum that the EDU ID will be created on the IVR (VXML) newcall notification. And I can confirm that it is.

Using this setting, it is possible to now set the EDU fields, but they are not moving with the call. Thus the agent does not get the EDU fields that were set in the IVR.

However, the VXML cannot do any kind of transfer (via the IC or even a blind transfer). For the IC transfer, it says that there are "No TS Services", but for the Blind transfer the call just seems to linger in silence and not go anywhere. And it is as if the VXML must exit and return control allow the CCXML to terminate as well.

What is the proper way to transfer a call in VXML once handed off by CCXML via the "dialogprepare"?
And is there any way to debug what is going on?