Hello,

we need, in one question in the application, to pass nlps-audio-only=true to Nuance to activate krypton-only and use only ASR without NLU. But not in the rest of them.

Thank you.

Thank you for your response Massimo,

The thing is that even when using configuration we can "acquire and release" the ASR resource, and hence create a new session with the ASR each time we needed, we only can configure the same session.xml for an application, and so we will have to send the same session.xml every time. Even when we need to pass different values for a specific vendor parameter in different "prompt and collects".

Thanks again.

I see that in AEP is possible to send a custom session.xml for an application. Since we can also change the ASR configuration to "acquire and release as needed", I guess this session.xml will be sent to ASR every time the IVR needs ASR.
My question is: Is it possible to send different session.xml depending on the place of the application where the request is made. The same way that we can form an VXML, maybe it would be possible to attach or add a session.xml in this request, so that EP would know to send a particular session.xml.

I did not find any way, but I wanted to ask before giving up on this way.

Thank you.

Thank you for your answer Martin,
I have already tried this with the exerciser. The results that you get with the exerciser is the same that you can see in jtapi logs... The thing is that some of that information is not triggering any of the methods that you can implement in a CallListener. So, I cannot get to that information in my code.
Hope this clarifies the question.
Thanks again.
Ricardo.

Hello,

I am writing a class that implements CallListener (javax.telephony.CallListener) interface. I am adding this listener to an Adress that is a VDN:

vdn.addCallListener(new JtapiListener());

I get events when the call gets to the VDN and when the call is disconnected. But I do not get events when the call is transferred to an agent.

I can see logs from jtapi library, but I do not get any calls to any of the methods defined in CallListener.
I can also get the event if I implement CallObserver, but this is deprecated.

Am I doing something wrong? I am missing to implement something?
Or should I use CallObserver, even when it is deprecated?

Thanks.

Hello Wilson,

I have made some new tests:
<table border=1 >
<tr>
<td colspan=3>real</td>
<td colspan=3>counted</td>
</tr>
<tr>
<td>no input</td>
<td>no match</td>
<td>total</td>
<td>no input</td>
<td>no match</td>
<td>total</td>
</tr>
<tr>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
<td>0</td>
</tr>
<tr>
<td>1</td>
<td>0</td>
<td>1</td>
<td>2</td>
<td>1</td>
<td>3</td>
</tr>
<tr>
<td>2</td>
<td>0</td>
<td>2</td>
<td>4</td>
<td>2</td>
<td>6</td>
</tr>
<tr>
<td>3</td>
<td>0</td>
<td>3</td>
<td>6</td>
<td>3</td>
<td>9</td>
</tr>
<tr>
<td>0</td>
<td>1</td>
<td>1</td>
<td>1</td>
<td>2</td>
<td>3</td>
</tr>
<tr>
<td>1</td>
<td>1</td>
<td>2</td>
<td>3</td>
<td>3</td>
<td>6</td>
</tr>
<tr>
<td>2</td>
<td>1</td>
<td>3</td>
<td>5</td>
<td>4</td>
<td>9</td>
</tr>
<tr>
<td>0</td>
<td>2</td>
<td>2</td>
<td>2</td>
<td>4</td>
<td>6</td>
</tr>
<tr>
<td>1</td>
<td>2</td>
<td>3</td>
<td>4</td>
<td>5</td>
<td>9</td>
</tr>
<tr>
<td>0</td>
<td>3</td>
<td>3</td>
<td>3</td>
<td>6</td>
<td>9</td>
</tr>
</table>

Edit: I am trying to add a table, is there anyway to present a table here?

It looks like every event is counted one in the event not thrown and one more in the event actually thrown. So, for the totals, I will have to divide between 3.

Just posted it to share the information, in case someone else need this.

Regards.

Sure,

I know there are separate counters for NoInput and NoMatch, but the customer wants to count attempts (meaning NoInput and NoMatch together).

I am defining a new event: noinputnomatch

On the menu I have:
- Prompt
- Choices
- No Input
- - throw <event = "noinputnomatch", threshold = "0">
- No Match
- - throw <event = "noinputnomatch", threshold = "0">
- Catch <event = "noinputnomatch">
- - Goto <form="nextNode", threshold = "3">

This way, I have only 3 attempts. It works ok.

My problem now is that I need to save the number of attempts, but the counters noinputcount and nomatchcount, have wrong values.

I know I can use an external counter and not use the threshold, but this way I also have to control the prompt. So, I am asking why are the counters with wrong values and if there is another way either to have the right value for the counters or to control number of attempts (noinput and nomatch) together.

Thank you.

Hello,

I have a menu with 3 choices and a grammar added to every choice, so that I can say o press a number (one, two, three).

I want to count NoInput and NoMatch events together so I throw an event defined by me in the NoInput and the same event in NoMatch, at the end of the menu, I catch the new event and add a goto with the threshold.

It is working ok, but the NoInputCount and NoMatchCount have strange values. Together they add more than the threshold defined.

Does anyone know why is this happening? Is there any other way to count NoInput and NoMatch together that does not mess with the counters?

Thank you.

Ricardo.

Hello again,

I solved this issue by implementing the REST service call in a servlet.

Anyway, I would like to know if there is any way to use OD REST objects to call a service that returns text/html.

Thank you.

Hello,

I have a GET call to a REST web service. When calling this service, it seems that the application is sending the call twice.

I can see in the logs:

30/07/2019 09:29:33:720 DEBUG - E9B3A3975C90B28FE3453EE153862191:/AXA_eRescue : Web Service Request -> https://34.248.108.33/sms?user=eResQFrance&password=LxZP9rc6&destination=34671462190&message=Click+here+to+get+David+Assistance+https%3A%2F%2Fwww.engie.clicassist.fr%2Fplate_identification%2Fplate

30/07/2019 09:29:34:008  INFO - E9B3A3975C90B28FE3453EE153862191:/AXA_eRescue : Response had content type: text/html.  Retrying call with new type...

30/07/2019 09:29:34:200 DEBUG - E9B3A3975C90B28FE3453EE153862191:/AXA_eRescue : Storing [] to: var_return

30/07/2019 09:29:34:200 DEBUG - E9B3A3975C90B28FE3453EE153862191:/AXA_eRescue : Web Service Reply <- 

Notice "Response had content type: text/html. Retrying call with new type..."

Is there any way to disable this retrying?

Thank you.

Ricardo Sosa.

Thank you very much Mike,

Could you confirm that this field is added in PIM_CONTACT_ATTEMPTS_HISTORY and it is added for every attempt (even the not successful ones)?

Thanks again.

Ricardo Sosa.

Hello,

I have seen that in PIM_CONTACT_ATTEMPTS_HISTORY, we can find for an attempt the CONTACT_ID and the phone that was called in ADDRESS.

My question is, is there any way to know from which attribute did POM get the phone?

I need to know not only what phone was called but the attribute that POM selected for that phone. There will be cases where one contact will have several times the same phone number in different attributes.

I hope I could explain myself.

Thank you in advance.

Ricardo Sosa.

Thank you very much for the speed.

This point:

"2. also correct - currently Workspaces on Oceana, and Workspaces on Elite do not support multiple Agent Client Sessions - so you can not logged in to Workspaces and another client at the same time You should raise this requirement with Avaya Product Management to prioritize for future releases. "


This is a big problem for me since it can completely change the proposed integration. I really do not need to be "logged in" in workspace and external application, the only thing I need is to receive CTI events from Oceana (without going into low-level integrations such as AES-TSAPI or ECC Snap-In), this is not possible?? Can not we receive CTI events in any way without disconnecting the workspace agent??

Best regards,

Many thanks!

I thought that it was not necessary to obtain the token and that it was possible to use the cookie (as it is in the samples).

The purpose of my development is to receive CTI events from an agent from a javascript library embedded in a Web CRM using the Customer Interaction API (https://www.devconnectprogram.com/site/global/products_resources/avaya_client_sdk/programming_docs/current/javascript/customer_interaction/index.gsp). The agent must continue working normally in the workspace as well.


However, I continue with 3 critical doubts:


1- This process authenticates my application with Oceana, but ... how do I authenticate the agent with the Customer Interaction API (JavaScript)?


seeing this: https://www.devconnectprogram.com/site/global/products_resources/avaya_client_sdk/programming_docs/current/javascript/customer_interaction/guide/tutorial_auth.gsp

Can I do the same but replace the 'authToken' (readed from SSOCookie) with token got by the Authorization Service (https://<FQDN:9443>/services/AuthorizationService/token)?

....
var SSOCookie = $cookies.get('UACCookieSession');
var authToken = { header: 'Authorization', value: SSOCookie };

var client = new AvayaCustomerServices(config);
var clientSession = client.createClientSession();

clientSession.setToken(authToken);


var agent = clientSession.createAgent();
var work = clientSession.createWork();

2- Can Breeze send CTI events from the agent to the workspace and my integration at the same time?

With the Customer Interaction sample, when I activate the agent the workspace is disconnected (a DELETE message is sent via broadcast by TAKEOVER cause). We have tested this using the contents of the UACCookieSession as a hardcoded token (to be able to test the sample).

3- I do not see in the document the signature with which I must sign the JWT token. What should I use so that Oceana is able to understand the token and extract the clientid?


Thank you very much in advance,

Best regards,

Hi,

I have a problem with authentication in Oceana and the use of APIs for integration with breeze.

When a people logs in the workspace, a cookie called UACCookieSession is created.

On the other hand, the Avaya Breeze Customer Interactive API, JavaScript client, retrieves this cookie to verify if the agent is authenticated (https://www.devconnectprogram.com/site/global/products_resources/avaya_client_sdk/programming_docs/current/javascript/customer_interaction/guide/tutorial_auth.gsp)


The problem is that when the cookie is created, it is created for that complete FQDN (example "one.samedomain.tld"), which means that the Chrome browser does not allow access to that cookie from "other.samedomain.tld".


Is it possible to configure Breeze UAC so that the cookie is generated with domain "samedomain.tlf" exclusively? on the contrary, any other idea to recover the login and be able to use the JavaScript API?

Best regards,