Hello,

We have tested our application with Avaya Aura CM, CC Elite & AES combination. All features listed below are working fine -
- Agent Login/Logout
- Agent State Change Ready-> Not_Ready & Not_Ready->Ready with Label (Reason Code)
-Make Call
-Inbound Call Notification
-Hold/Resume
- Single Step Transfer
-Consult Call
-Conference
-Disconnect
-Accessing Call Data

Now we want to test with Avaya Interaction Center. As per our vendor, this product is not available now. Is this correct?

We have some queries related to combination of AES & AIC -
- Does AES supports AIC for above feature ?
- As we have used AES JTAPI/TSAPI for above feature (with CC Elite). Will this work with AES & AIC combination also? If not which library we need to use?

Thanks & Regards,
Umesh

Thanks Martin. Your response will help me.

Let me check traces. I will update if anything finds unusual.

Regards,
Umesh

One thing, I would like to inform that during our testing, first day everything worked well. But after weekend we stared again to test then it happen. Can this be due to any change in Station configuration at Avaya CM end.

Here are the logs -


com.avaya.jtapi.tsapi.TsapiPlatformException: CSTA Error: 12
at com.avaya.jtapi.tsapi.tsapiInterface.TSErrorMap.throwCSTAException(TSErrorMap.java:100)
at com.avaya.jtapi.tsapi.tsapiInterface.TsapiSession.send(TsapiSession.java:577)
at com.avaya.jtapi.tsapi.tsapiInterface.TsapiSession.send(TsapiSession.java:453)
at com.avaya.jtapi.tsapi.tsapiInterface.Tsapi.queryDeviceInfo(Tsapi.java:1102)
at com.avaya.jtapi.tsapi.impl.core.TSProviderImpl.getDeviceExt(TSProviderImpl.java:1578)
at com.avaya.jtapi.tsapi.impl.core.TSCall.connect(TSCall.java:716)
at com.avaya.jtapi.tsapi.impl.TsapiCall.connect(TsapiCall.java:198)
at com.avaya.jtapi.tsapi.impl.TsapiCall.connect(TsapiCall.java:284)
at AvayaAesJTAPICommunicationPkg.JTAPIController.makeCall(JTAPIController.java:1323)
at websocketcommunicationpkg.WebSocketEndPoint.processMakeCallRequest(WebSocketEndPoint.java:866)
at websocketcommunicationpkg.WebSocketEndPoint.processMessage(WebSocketEndPoint.java:301)
at websocketcommunicationpkg.WebSocketEndPoint.onMessage(WebSocketEndPoint.java:73)
at sun.reflect.GeneratedMethodAccessor52.invoke(Unknown Source)
at sun.reflect.DelegatingMethodAccessorImpl.invoke(DelegatingMethodAccessorImpl.java:43)
at java.lang.reflect.Method.invoke(Method.java:498)
at org.apache.tomcat.websocket.pojo.PojoMessageHandlerWholeBase.onMessage(PojoMessageHandlerWholeBase.java:80)
at org.apache.tomcat.websocket.WsFrameBase.sendMessageText(WsFrameBase.java:401)
at org.apache.tomcat.websocket.server.WsFrameServer.sendMessageText(WsFrameServer.java:119)
at org.apache.tomcat.websocket.WsFrameBase.processDataText(WsFrameBase.java:502)
at org.apache.tomcat.websocket.WsFrameBase.processData(WsFrameBase.java:301)
at org.apache.tomcat.websocket.WsFrameBase.processInputBuffer(WsFrameBase.java:133)
at org.apache.tomcat.websocket.server.WsFrameServer.onDataAvailable(WsFrameServer.java:82)
at org.apache.tomcat.websocket.server.WsFrameServer.doOnDataAvailable(WsFrameServer.java:171)
at org.apache.tomcat.websocket.server.WsFrameServer.notifyDataAvailable(WsFrameServer.java:151)
at org.apache.tomcat.websocket.server.WsHttpUpgradeHandler.upgradeDispatch(WsHttpUpgradeHandler.java:148)
at org.apache.coyote.http11.upgrade.UpgradeProcessorInternal.dispatch(UpgradeProcessorInternal.java:54)
at org.apache.coyote.AbstractProcessorLight.process(AbstractProcessorLight.java:59)
at org.apache.coyote.AbstractProtocol$ConnectionHandler.process(AbstractProtocol.java:818)
at org.apache.tomcat.util.net.NioEndpoint$SocketProcessor.doRun(NioEndpoint.java:1626)
at org.apache.tomcat.util.net.SocketProcessorBase.run(SocketProcessorBase.java:49)
at java.util.concurrent.ThreadPoolExecutor.runWorker(ThreadPoolExecutor.java:1149)
at java.util.concurrent.ThreadPoolExecutor$Worker.run(ThreadPoolExecutor.java:624)
at org.apache.tomcat.util.threads.TaskThread$WrappingRunnable.run(TaskThread.java:61)
at java.lang.Thread.run(Thread.java:748)

One update We receive that we are able to dial external number/Toll free number from application.
What error we will receive if application is unable to dial a number due to Class of Restrictions? Will it be CSTA Error : 12 ??

Waiting for some reply.

Thanks & Regards,
Umesh

Hi,

We have tested our application for Avaya 96XX and 16XX and running at few sites but at one site we have some special phones CCT Contact Pro as station configured in Avaya CM. CCT Pro also using AES TSAPI for call monitoring.

As per our log createCall() API return success but when calling call.connect() method to initiate call to given number we are getting CSTA Error: 12.
As per AES TSAPI Error list it's INVALID_CSTA_DEVICE_IDENTIFIER. What does it mean?

Our application has AES version 8.1 JTAPI library but at site AES version is 7.x. Can this be a reason?

Thanks & Regards,
Umesh

Thanks Martin for quick reply. Yes your understanding is correct.

Regards,
Umesh

Hello,

Is it possible to do station login on Avaya 9611 phone? If yes what are the APIs and please let us know API document. We want to do station login from application.

Regards,
Umesh

Hi Colin,

If AES is there then you can get dialed number and agent extension from the JTAPI call. What you will not receive is agent id , for that you need to use PC API.

Regards,
Umesh

Hi,

I have one call say Call Id=101
Second Consult Call, Call Id=102

When I conference with these 2 calls, I am getting conference call id as 101. Is it correct behavior in Avaya.

Thanks & Regards,
Umesh

To receive ProviderShutdown event, stop TSAPI service in AES. It will be generated after heartbeat max count reached so wait for sometime.

Regards,
Umesh

Get connection object from event and from that you will get station address.
Should be event.getConnection().getAddress().getName()

Regards,
Umesh

Hi,

Is there any concept of "Phone Book" for agent desktop in Avaya? If yes, from where data needs to be populated.

I can see there is option in "System Manager" to add public contacts. Is there any API to fetch this. SMS API don't have this option. Checked in model option provided with SMS Test Tool (PHP URL).

Regards,
Umesh

Hi,

We are getting one issue while trying to login agent on station. Tis error only comes if there is call on station while calling below API -
(LucentV7Agent)lucentV5Term.addAgent(lucentAddr, objTempACDAddress, intDefaultLoginInitiaState,strAgentId, strAgentPwd);

It returns "setAgentState failure error"

Is there any other API because we checked with Avaya OneX agent which allowed agent login even though station has call?

Thanks & Regards,
Umesh

Thanks Martin for quick reply.

This is bad news for me. Our application uses Avaya JTAPI sdk and works as third party call control.

Few queries related to DMCC-
- Will DMCC & JTAPI->TSAPI work together?
- Our CTI Link in Avaya CM is configured as "ADJ-IP". Will both DMCC & JTAPI-TSAPI work over this CTI Link?
- Do we need any additional AES licenses for DMCC?

Thanks & Regards,
Umesh

Hi,

I would like to set work code when agent is in call. Is there any JTAPI API available for this.


Regards,
Umesh

Thanks John for your hepl.
Today, our vendor has done some changes in phone settings file and now it's working fine.

Thanks Again.

Regards,
Umesh