Hi,

We have a setup of AVP and ACD in conjunction with AES-5.2.
We created an Conference IVR application (APP1) which will take another simple IVR application (APP2) in conference with the incoming caller of APP1. Post successfull

conference establishment, the conference application (APP1) will initiate a JTAPI listener and start monitoring the IVR channel on which the conference has been taken

(through "provider.getTerminal(IVR_Channel_no).addCallListener(this)", where "this" being the object of a class extended from

"CallControlTerminalConnectionListenerAdapter"). After the disconnect of APP2, the same event is being thrown by AES to the JTAPI listener and then the conference

application (APP1) is able to proceed forward to do the wrapup stuff. This is working in case if there is a single conference call in the system.

However in case of simultaneous conferences, post the IVR application (APP2) which has been taken into conference as 3rd party gets disconnected for the first

conferenced call, the 3rd-conference party call release event is being notified to all the conferenced calls in the system by the AES which is causing to abruptly end

the conference by all other ports along with the actual concerned port. we have tested and observed the same using "JTAPI Example", which comes along with JTAPI SDK.

Please help us in this regard and guide how to uniquely get the conference party release events on terminal basis so that the other conferenced calls will have no effect.

With Regards
Mahendra
+91-8147944002

Hi,
We have a AACC setup with email and web communications. After completing the web chat we have configured to mail the web chat transcript to a email ID. But in the mailed Chat transcript there is no date time mentioned as in AAAD tool. Please suggest a way to enable date & time to appear in the web chat transcript which will be mailed to the customer's email-ID.
Thanks in advance.

With Regards
Mahendra
+919741333111

Hi,
We have an AACC setup for multimedia web communications using the PHP web chat application. Currently the communication between the PHP server and AACC-CCMM web services are through 80 port. The requirement is to have this communication over an encrypted (SSL) port.
Please suggest how to enable the SSL encrypted port for secured web service interaction with CCMM and which is port to be used.

Thanks & Regards
Mahendra
+919741333111

Hi Hayden,

Thanks a lot. It worked.
Is there any way that we can mention multiple emailIDs ?

Thanks & Regards
Mahendra

Hi Hayden,

Thank you for the below clarification.

As I observe the Avaya test web chat application, the TO email-ID is the email-ID provided by the customer while initiating the web chat request.

Our requirement is not to send the chat transcript to respective customers but to a single email-ID all the times. Hence we bypassed the customer registration page before web chat and hard-coded the name, email-ID & phone numbers. This leaded to an another issue as we are getting same annonymous customer ID for all the web chat requests. So we reverted the hard-coded change.

Please suggest if there is any way to send the web chat transcripts to a single email-ID all the times at the end of the chat.

Thanks & Regards
Mahendra
+919741333111

Hi,
We have a AACC set up with multimedia and this is regarding the web communications. Is there any way to send the web chat transcript at the end of the chat as an email? If yes, can the agent be able to write the multiple email IDs in the TO section and also compose the subject line ?
Please help me in this regard.

Thanks & Regards
Mahendra

Hi,
IN AACC, does the web chat transcripts will be saved into any folder which can be retrieved later for reference?
If yes where to refer and on what basis the filtering can be done?
Please help me in this regard.

Thanks & Regards
Mahendra

Hi Neil,

I came across an old forum thread with subject - "CTI Transfer with Converse On" (https://devconnect.avaya.com/public/forum/d_forum_3.jsp?t=7596&f=6). There it is highlighted that the are few problems when the CTI Blind transfer is used along with the Converse-on functionality.

Since we are planning to implement the same in out project I have raised this query. Please explain if there are any challenges when CTI blind transfer is used together with Converse-on feature. If yes, can we overcome this by using CTI consultation transfer.

Thanks & Regards
Mahendra

Hi,
We have an Avaya setup with AVP integrated with CM on H.323 protocol. We have the requirement of agent screen pop-up data and monitoring the telephony events for which UUI data transfer through CTI is needed. Also the Call Back Assist functionality in the IVR for which the Converse-On functionality is needed.
Please clarify if these two can be implemented in the solution. In case of any challenges please explain if there is any work around for the same.

Thanks & Regards
Mahendra

Just want to give little bit more clarification on the scenario:

1. It is a front end IVR solution.
2. Voice contacts will initially land on AVP which is communicating with the Unified Communications Platform (CM, SES & AES) using H.323 channel.
3. When ever the caller chooses an agent transfer, the contact will be routed to CM on H.323 trunk which in turn will be forwarded to AACC via SIP communication channel.

Considering the above scenario, request to clarify the flow mechanism of UUI data flow from IVR to AACC as it is not a complete SIP based environment.

We have an AACC setup integrated with Unified communications platform (CM, AES & SES). It is also having a front end IVR. The setup is half H.323 and half SIP based communication i.e., The communication between IVR and CM is in H.323 mode and from CM to AACC via SES is using SIP.

We have learnt that IVR will forward the UUI data from AES to CCT for AAAD screen pop-up. Request to brief the mechanism about the flow of UUI data from AES to CCT. Will there be any change in format when UUI data is forwarded from AES to CCT as the communication is happening using SIP?

Hi,

We have the below licenses.

1. AVAYA AURA CC6 CCT DEVICE INCLD
2. AGT DSKTP 6.X SOFTPHONE PER AGT RFA

Please confirm if they are used for CCT Client (Point-1) & AAAD application (Point-2).

Also please note that agents will be logging only using the AAAD desktop application where as CCT client session is only used to monitor the agents' telephony events and fetch the relevant call related data.

It would be highly helpful if you mention the exact naming of the licenses required to use both AAAD and CCT client application on an agents' desktops.

Thank you.

Hi John,

Could you please specify the exact licence name that you are referring to?

Also please clarify if we require 2 licenses per seat if agent wants to use both AAAD application and CCT Client simultaneously. If yes what is the exact name of the license?

Thanks

Thanks John.

We have the AVAYA AURA CC6 SOA DEV KIT license.

Please confirm if you are referring to the same license. If not please specify the license required to utilize the CCT .NET SDK functionality.

Thanks for the clarfication.

In that case where CCT Client is monitoring the events, shall we still use AAAD application for agent login and telepony usage?

Does the CCT SDK utilization is a licenced feature?

Please confirm the below mechanism to use CCT client for event monitoring n the presence of AAAD application:
- A one-to-one mapping to be done between agent ID and CCT user such that the user scope is confined only to a particular agent.
- If the mapped agent log in using AAAD application the CCT user get notified with the user status changed event and so on.

Please calrify if the approach is correct and is there is any dependencies...