Thank you!

When an agent puts the caller on hold and then places a call to another extension. EMC Desktop pops window "Proceed with Unhold". You must click Yes to continue.

Is there any way to disable this pop up window?

We are using a progressive campaign and the call is disconnecting after customer answers. POM/AEP first nails the agent - then for the outbound call to customer - we can see the INVITE go out from POM/AEP and the customer answers, a second INVITE then goes out with a REPLACES entry. The SBC is rejecting the REPLACES - telecom says it's supposed to be a REFER - and disconnects the call.

Question: Can we change POM to send REFER to get the call to the nailed agent? Is this how POM is supposed to work?

Thanks!

Bryan

We would like to replace the outgoing ANI(From: field) on a blind transfer. I have tried to set sip hints in the CCXML for a blind transfer, but there does not seem to be an option to change the "from" field. I see you can set the "callerid" parameter in createcall, but nothing for redirect (in CCXML).

Thank you - Bryan

We are importing records into a calling list - if the file does not exist, it looks like it retries 3 times then fails.

The file with the contact list records will show up in a directory within a 2 hour period - say 6:00 - 8:00 AM. How can we schedule or change the amount of retries and or timeout values to make the import process constantly look for the file during the 2 hour period?

Thank you

Bryan Zell

Using Simple call strategy, one contact in list, a call is placed - I answer and it speaks the text from the strategy. The campaign keeps running(as seen in POM Monitor) for about 5 more minutes. Contact is shown as not processed. Eventually campaign ends and Campaign detail report show contact as "Attempt Timeout". Why doesn't campaign end and contact show as answer human?

We have a campaign(only one running) set for TIME BASED pacing and 3000/Hour, min ports 25 max ports 30. We have tested with a calling list of 270 contacts and it only dials 1 or 2 contacts simultaneously. We also tested with a contact list with 1750 contacts - the first 1000 took an hour and the last 750 too 4 hours. Can anyone clarify how TIME BASED pacing should work? If I take off TIME BASED and say None for pacing min ports 25 and max ports 30, all outbound ports are used.

Scenario:
We have UUI coming in on an inbound call, the agent(agent A) then puts that call on hold selects their second line and calls another agent (agent B).

Issue
agent A gets the UUI on inbound call, but agent B does not get UUI

Is there a way to get UUI to follow the second call to agent B?


The agents are using One-X Agent

I can start an infinite campaign(say campaign A), add a contact and I get a call. I can also start ONLY campaign B, add a contact and I get a call. If I start both campaigns and add a contact to either of the campaigns contact lists - I don't get a call. There are 2 POM licenses in the box and I have the strategy set for 1 Min and 1 Max calling lines.

Our licenses are expired for CM. Do you need more information to send new licenses?

We have a POM Campaign that has one entry in the calling list. If we start the campaign, receive a call, say “Hello” - the application operates as expected. If we let the call go to voice mail, we see an initial call to out the “Answer Human” app, then the session is dropped and a call goes out to the "Answering Machine” app. A voice mail is left correctly, it’s just messing things up with what appears to be 2 calls , one that was answered by a person and one voice mail.

WE have an OD app that uses aesconnector plugin. The outbound calls occasionally show entries in the log that it cannot get cgi information from ads connector.

Here is the snippet of the aesconnector log

14/03/2014 08:49:09:330 DEBUG - CTICallObserver.updateCallState 4230: setting call:10251 to state:established
14/03/2014 08:49:11:452 DEBUG - CTICallObserver.addCallToCache:caching call:10251
14/03/2014 08:49:11:452 DEBUG - CTICallObserver.getCallInfo: app is interested in call, setting MRCR:10251
14/03/2014 08:49:11:452 DEBUG - CallInfo.doGetCallInfo: Got call info for extension 4230
14/03/2014 08:49:11:873 DEBUG - Ending call on extension 4230
14/03/2014 08:49:11:873 DEBUG - CTICallObserver.removeAllCalls: Callid: id passed from app on extension:4230 is 10251 MRCR:10251 MRCC:10251
14/03/2014 08:49:11:873 DEBUG - CTICallObserver.removeAllCalls: Callid: in conf, no id or MRCC exists on extension:4230. Will only remove this callid.
14/03/2014 08:49:11:873 DEBUG - CTICallObserver.removeAllCallsFromCache: Callid: in conf, no id or MRCC exists on extension:4230. Remove all calls except MRCC and MRCA from cachedCalls q of size:1
14/03/2014 08:49:14:385 DEBUG - ProviderMonitor: Checking:SWLINK1Dev for availability
14/03/2014 08:49:14:619 DEBUG - CallInfo:doGetCallInfo:Didn't find a matching call. Give CTI Connector time to process
14/03/2014 08:49:15:133 DEBUG - CallInfo:doGetCallInfo:Didn't find a matching call. Give CTI Connector time to process
14/03/2014 08:49:15:648 DEBUG - CallInfo:doGetCallInfo:Didn't find a matching call. Give CTI Connector time to process
14/03/2014 08:49:16:163 DEBUG - CallInfo:doGetCallInfo:Didn't find a matching call. Give CTI Connector time to process
14/03/2014 08:49:16:678 DEBUG - CallInfo:doGetCallInfo:Didn't find a matching call. Give CTI Connector time to process
14/03/2014 08:49:17:193 DEBUG - CallInfo:doGetCallInfo:Didn't find a matching call. Give CTI Connector time to process
14/03/2014 08:49:17:707 DEBUG - CallInfo:doGetCallInfo:Didn't find a matching call. Give CTI Connector time to process
14/03/2014 08:49:18:222 DEBUG - CallInfo:doGetCallInfo:Didn't find a matching call. Give CTI Connector time to process
14/03/2014 08:49:18:737 ERROR - CallInfo.doGetCallInfoInitialCall: No call info available for extension 4230
14/03/2014 08:49:20:625 DEBUG - No callid found in CTIEnd
14/03/2014 08:49:20:640 DEBUG - Ending call on extension 4230
14/03/2014 08:49:20:640 DEBUG - CTICallObserver.removeAllCalls: Callid: id passed from app on extension:4230 is null MRCR:10251 MRCC:10251
14/03/2014 08:49:20:640 DEBUG - CTICallObserver.removeAllCallsFrom:clearing out MRCR
14/03/2014 08:49:20:640 DEBUG - CTICallObserver.removeAllCallsFrom:removed all calls from extension:4230
14/03/2014 08:49:20:640 DEBUG - CTICallObserver.removeAllCallsFromCache:removed all calls from cache at extension:4230
14/03/2014 08:49:20:890 DEBUG - CTICallObserver.callChangedEvent: Number of events on extension 4230 is 5
14/03/2014 08:49:20:890 DEBUG - CTICallObserver.callChangedEvent 4230: Event: 0 is 117 for call 10251 Provider:SWLINK1Dev
14/03/201

Thanks - one more question:
All calls with CTI transfer show NerEndDisconnect or FarEndDisconnect - is this normal? Calls do get transferred.

CTI transfer - no transfer message

10:53:50 PM    6    VoiceXMLLoad    ExtTransfer
CacheHit: False
RootDocument: False
10:53:50 PM    8    VoiceXMLLoad    AppRoot
CacheHit: False
RootDocument: True
10:53:50 PM    3    VoiceXMLLoad    SetUUI
CacheHit: False
RootDocument: False
10:53:50 PM    4    VoiceXMLLoad    AppRoot
CacheHit: False
RootDocument: True
10:53:50 PM    4232    Prompt    10036.wav
OutputModes: audio video
PromptType: Audio
10:53:50 PM    4880    SpeechFail    No Input
Language: en-us
10:53:55 PM    727    VoiceXMLLoad    CCE01
CacheHit: False
RootDocument: False
10:53:56 PM    4    VoiceXMLLoad    AvayaSessionTerminationServlet
CacheHit: False
RootDocument: False
10:53:56 PM       DialogEnd

No CTI - get transfer message

11:53:30 PM    32    VoiceXMLLoad    AppRoot
CacheHit: False
RootDocument: True
11:53:30 PM    4232    Prompt    10036.wav
OutputModes: audio video
PromptType: Audio
11:53:34 PM       CallTransfer    Call Leg: 1
CalledURI: tel:47704
Transfer Type: Blind
11:53:34 PM       CallTransfer    Call Leg: 1
CalledURI: tel:47704
Transfer Type: Blind
11:53:34 PM    32    VoiceXMLLoad    EndCallComplete
CacheHit: False
RootDocument: False
11:53:34 PM    60    VoiceXMLLoad    AvayaSessionTerminationServlet