Not nearly enough people are watching this forum.

But let me see if I can help.

You'll need to take at least 3 steps:
1. Set up ContactService as a Web Service in the Database Integration Wizard.
2. Create a custom block in your application script that concatenates the two parameters you want into a single variable and then adds that variable as an intrinsic to the contact.
3. In the Multimedia admin tool, configure your agent screen pop to use the variable you created in #2.

For #1, use this document as your reference: http://downloads.avaya.com/css/P8/documents/100167841. Go to page 284 for the steps to add a web service to the Database Integration Wizard.

You're going to need to add the ContactService. On our system, the ContactService WSDL is located at http://[HOSTNAME]:9070/SOAOI/scripting/services/ContactService?WSDL

For #2, use this document: http://downloads.avaya.com/css/P8/documents/100168051

For #3, use this document: http://downloads.avaya.com/css/P8/documents/100167846. Page 466 has the steps.

I'm sorry, I have no idea. There doesn't seem to be any documentation on it either.

What is the status of this feature? Is it anywhere on the AACC product roadmap?

FWIW, I have had the same problem, and I'd also like to know the answer.

In an AACC application script, is it possible to issue a host request and response after an agent has disconnected with the caller?

If so, what condition would we check for? I do not see a call intrinsic for a "disconnected" state.

In an AACC application script, is it possible to issue a host request and response after an agent has disconnected with the caller?

If so, what condition would we check for? I do not see a call intrinsic for a "disconnected" state.

The RequestImmediateCallback operation in the CICustomerWs webservice does not appear to accept a phone number as an input.

If an end user has multiple phone numbers stored in the customer record, how can I specify to which number the callback will go?

Indicentally, it looks like there may be a patch available to address this. I have the Web Communications SDK (https://devconnect.avaya.com/secure/license_agreement.jsp?f=AACC/6.3/WebCommunicationsSDK_ReferenceImplementation_6_3.zip&i=12) and it says this on page 42:

Call-back Registered Number
Call-back requests do not necessarily register against the phone number given with the request, rather the call-back is made to the default phone number should the customer have multiple numbers registered and the given number be different from the default. This known issue will be fixed in a service pack release.


Do you know if this service pack has been released?

Do you have any update on this? Specifically, do you have a release target identified?

I would also be very interested in receiving this documentation. We have a very similar need at my company.

Audrey, if I am logged into Avaya Aura Agent Desktop, I can search for contacts by skill set. If I use one of the outbound skillsets as the search criterion, is that a reasonable way to search for a list of scheduled callbacks? You said that there is no direct API or GUI to do so, but this seems to be a reasonable workaround.

We are using the Web Communications API in CCMM to build click-to-callback into our customer-facing web app. The SDK specifies that the skill set must be submitted as 'skillsetID' in the RequestImmediateCallback request.

It would be preferable to submit one or more custom variables via the RequestImmediateCallback request, and then have AACC evaluate the variables to determine the correct skill set to route to using conditional logic. Is it possible to do this? Or is it always required to pass the skill set in the request? Do any workarounds exist?