Hi,

As John has indicated, please verify the network connectivity from the machine where GEDI/ASA is installed to the CM.

If you are able to ping CM IP from GEDI/ASA machine then you need to verify the port being used for connection.

Open ASA-->System-->Properties-->Connections tab. Make note of CM IP and the port used for connection.

Now Open CM's web interface (https://CM-IP) --> Login with craft user --> Go to Server maintenance --> Under Security Section, select Server Access.

Ensure that the concerned port is enabled.

Hi Adnan,

Can you please elaborate on " However when I try to remove an agent from a skill it doesn't work and the agent has to logout.".

Because when I look at the test cases you have attached, it seems that the operation was successful and you could see the correct changes reflecting on CM's SAT terminal. It was the CMS reports where you could not see the changes reflecting.

Unfortunately I don't have a CMS enabled lab to try this out.

Regards,
Mak

Hi,

What you are observing is probably a limitation in CM and hence expected.

Below is the extract from "Avaya Call Center Automatic Call Distribution (ACD) Reference" guide of an older release. After dialling the FAC, it accepts Skill Priority Level Value.

With newer release of CM RL was introduced. But the FAC still seems to accept the SL value. I don't think there has been a way introduced to specify if you want RL or SL defined.


About Add/Remove Skills
Add/Remove Skills allows an agent using Expert Agent Selection (EAS) to add or remove skills.
A skill is a numeric identifier in the communication server that refers to an agent’s specific
ability. For example, an agent who is able to speak English and Spanish could be assigned a
Spanish-speaking skill with an identifier of 20. The agent then adds skill 20 to his or her set of
working skills. If a customer needs a Spanish-speaking agent, the system routes the call to an
agent with that skill.
Agents can dial feature access codes (FACs) to add or remove a skill. Or a supervisor with
console permission can enter an agent’s login ID and add or remove an agent’s skill. If a
supervisor adds or removes a skill for an agent, the agent receives a change notification.
To determine if they need to add or remove a skill, agents and supervisors can use:
? Queue-status indications
? Avaya Basic Call Management System Reporting Desktop VuStats
? Avaya Call Management System (CMS) or Basic Call Management System (BCMS)
information
When adding a skill, the agent must specify the skill priority level (1 - 16).
On phones with displays, the system prompts the agent through the process of adding or
removing a skill and displays the updated set of skills.

Regards,
Mak

Oh by the way, the System manager will need to be at release 6.3.8 or higher to make use of UMWS.

Hi Roei,

I cannot reveal/discuss how other DevConnect members have developed their applications.

But looking at the Avaya environment you have described, you can make use of System Manager's User Management API for your purpose.

UMWS are RESTful web services exposed by System Manager which enable applications to make changes to user profile configuration (add/change/delete)

Since you need to reset voicemail password, you will need to focus on making "delta" updates to messaging profile of a user.

Follow the link below for more details.

http://www.devconnectprogram.com/site/global/products_resources/avaya_aura_system_manager/interfaces/user_management_web_services/overview/index.gsp

Regards,
Mak

Hi Roei,

On the AES Web Services forum, I have provided you directions for IPO Configuration Web Services for this exact requirement.

As John has suggested, you could make use of AES SMS web services if you are dealing with Communication Manager and its voicemail (Avaya Aura Messaging/ Communication Manager Messaging/ Audix etc.)

System Manager's User Management Web Services can be used for changing configuration parameters too.

But it is important to know which Avaya products you are dealing with. Please let me know against which Avaya products you are trying to build your application and I will try to point you towards correct APIs (instead of throwing a bunch of irrelevant data at you)

Regards,
Mak

Hi,

This forum is for Web Service API of AE Services and not a correct place to discuss IPO related queries.

Having said that, since we don't have a forum for IPO, I would suggest that you take a look at Configuration Web Services of IPO.
You should be able to achieve what you need through this interface.

http://www.devconnectprogram.com/site/global/products_resources/ip_office/releases/9_1/index.gsp
http://www.devconnectprogram.com/site/global/products_resources/ip_office/interfaces/configuration_web_service/overview/index.gsp

Regards,
Mak

Well, this is a matter of debate and quite careful deliberation.

You can use the JTAPI JAR files for developing a web application. That is supported.
Please see the FAQ "Can the JTAPI SDK be used for developing Web-based applications?" at https://www.devconnectprogram.com/site/global/products_resources/avaya_aura_application_enablement_services/support/faq/jtapi/index.gsp

But then developing an application similar to Agent View sample application especially when you need screen-pop functionality is not going to be very straight forward.

The Web Applications work on request-response model. Your web application has to seek response from server.
Now applications like Agent View, they need to get event updates. So to do that in a web application means that you have to keep polling for events very-very frequently e.g. keep refreshing the browser... and that's not very practical.

Other options are to consider long polling or server push mechanisms available.

As I said, it's going to need deliberation.

Regards,
Mak

Hi,

Check if DMCC is set for Host authentication under security-->Host AA.
Else may be when you imported the CA, chain of trust was not established.

If these points don't help, I would suggest you open a DevConnect technical support ticket as it would need deeper investigation.

Regards,
Mak

Hi,

It is quite possible that your new customer is using their own custom certificate instead of the Avaya provided default one.

In fact, In release 6.x users were encouraged to change the default Avaya provided certificates by means of warning messages in the documentation and on the OAM web page of AES.

In AES 7.0, there is change in the default server certificate that is pre-installed on the AES which drives users to change the default certificates.

You can find the How to Guide and some additional information at the link below.

http://www.devconnectprogram.com/site/global/products_resources/avaya_aura_application_enablement_services/releases/7_0/certificate_update.gsp

Regards,
Mak

Hi,

The error is more to do with Java than JTAPI.
It appears that there is memory leak in Java in your environment.

First usual step for such cases would be to increase Java heap size. You can get reference from internet on how to do that in your OS.

If that doesn't help, deeper troubleshooting will be needed with some memory profiler tool for Java. Something like JConsole which monitors Java memory usage and provides information on where it is being consumed.

Running too many thread could cause this error in a Java program too.

Regards,
Mak

Hi Michael,

System Manager APIs can't be used find the next free extension/agent IDs.

You could always use the “add agent next” command. But then it uses the next lowest number free in what is defined as “extn” in dial-plan. So if you need to maintain specific ranges for VDN/Agent/Station/Announcements etc. this will probably not work.

There is no SAT command that can be used to find the next free extension in the range. List in combination with count is the only efficient way to do it.

You said, you would like to find something similar to the "Find Un-used extension" tool in ASA.
The ASA tool also runs the list command only. You have to provide Starting extension in ASA tool as well. If that starting extension is far away from the available free extension, ASA tool will also take longer time to return the result. You probably feel that you get the result quicker with ASA, but it is doing the same thing as your SMS application does.

Your colleague Rajesh Ramachandra from Blackboard posted a Support ticket for same question and I have responded to it.

Regards,
Mak

Hi,

I am not very clear on what you are asking. But from what I have understood,

A CallEvent will be reported through CallListener.

Once you catch the CallEvent, you should be able to get the call object associated with the event using getCall().

Once you have the call object, you could try one of the available methods for it to get the CLI. Something like getCallingAddress().

Regards,
Mak

Hi,

Well, there is no sample application which demonstrates exactly what you are trying to achieve.

But there are few sample applications made available with the JTAPI SDK itself. Look for the Route Sample application. You can learn how to start monitor on a VDN from this application.

For UEC, these JTAPI FAQs may help.

How can one get the user-entered DTMF digits from RouteEvent?

What is the reason for not getting UEC (UserEnteredCode) for all call events?


Regards,
Mak

Hi,

Please note that this forum is for AES Web Services related topics.
Hence this is not the correct place to post queries concerning Deskphone PUSH API.

I know that there is no forum for Deskphone APIs, but you should be able to submit a Technical Support ticket for those.


Having said that, you have set PUSHCAP to "1" which means that only barge-in type PUSH is enabled and in your PUSH request, you are setting mode="normal".

Please change PUSHCAP to "2" or mode to bargein.