Dear Experts - please suggest, we wish to keep atleast one textual column with each call recording as reference/notes, further we wish search the call recordings on the base of same column.


Regards,

Dear Support..

how and where can we get "OneXOpenAPISample.zip" the sample code mentioned in avaya document

https://www.devconnectprogram.com/fileMedia/download/ba281b22-cd51-4879-867e-b8342c138060 (PAGE 155)


Regards,

Dear Experts.

Kindly suggest, is this possible if we required only 3rd party SIP Phone working on users desk and we perform basic agent operations such as Agent LOGIN, Agent LOGOUT, READY, NOT READY using IPOCC web services.

Further what about non voice contacts, such as chat and email can we handle all on our own application interfaces?

What additional licenses will be required?

Thanks

let me try to clear things.

here is extract from code... all the methods in use


ServiceProvider.StartApplicationSession
ServiceProvider.SetSessionCharacteristics
ServiceProvider.GetNewDevice

ServiceProvider.getThirdPartyCallController.GetThirdPartyDeviceId
ServiceProvider.getThirdPartyCallController.ChangeMonitor

ServiceProvider.getThirdPartyCallController.SetAgentState
ServiceProvider.getThirdPartyCallController.GetAgentState
ServiceProvider.getThirdPartyCallController.SetAgentState
ServiceProvider.getThirdPartyCallController.GetAgentState

ServiceProvider.ShutDown

ServiceProvider.getThirdPartyCallController.AnswerCall
ServiceProvider.getThirdPartyCallController.ClearCall


OwnerDevice.GetDeviceId
OwnerDevice.getPhone.getDevice.getDeviceIdAsString
OwnerDevice.getPhone.getMedia.StartMonitor
OwnerDevice.getPhone
OwnerDevice.getPhone.getMedia
OwnerDevice.getPhone.getMedia.StartMonitor


OwnerDevice.getPhone.UnregisterTerminal
OwnerDevice.ReleaseDeviceId


in my case user starts session with logging in to OneX communicator, after that user runs our application make him logged in as an agent.

our application actually keeps the check on agents state and collects the information from user when needed to store.

our application also answer to cater "Auto Answer" and rejects the calls when call not needed.

sometimes we saw stuck DMCC sessions, which causes DMCC licenses limit, we manually releasing the sessions and users continues.

we are not doing RegisterTerminalRequest… so why DMCC is being consumed?

but this error msg "reason" is serving the purpose.

Thanks.

okay we will check thanks for replay,

meanwhile can you please tell if there is any way to know how many licenses are available and how many available to be used pragmatically? or at least if we could know if we are unable to login via our application so its about license?

Hello experts,

Our application is running on individually on all workstations, so creating DMCC session from each workstation, for some reason sometimes session remain alive even if our application is closed and we reach to limits of number of DMCC licenses.
FYI, while creating application session we setup we set

sessionCleanupDelay=5
sessionDuration=180
startAutoKeepAlive=true

which means I guess, if server is not receiving heartbeat till 180, disconnect the session.

But session remains there, until we manually release the session from Avaya’s interface.

Please suggest what is wrong here

ADDY

Thank you, for the suggestion and giving us new life :)

same is forwarded to support team to create test scenario for us, currently, I am not sure how they are managing work codes and getting reports.

further, we observed that OnDeliveredEvent GetGloballyUniqueCallLinkageID is blank sometimes.. also confirm is this the ID born with calls to link and track all the activities acorse system?

we will store the same to pull calls recordings from ACR, hope we are on the right path?

found no good way of doing the required.. simple call activity codes :(

please suggest what if we directly insert call activity codes in CMS database to make that visible in reports like OneX Agent doing.

got it thanks

Hello experts,

if we are making IVR application for 10 channels so how many dmcc Licences will be required?

if we make one session with DMCC and open multiple ThirdPartyCallController/extensions so i guess we will require only one dmcc license to interact with channel activities .. kindly confirm.

Regards,
ADDY

great, thanks i'll try the suggested method.

Okay I might be using wrong names, let me rephrase my question.

user receives some call on OneX Agent Application, accepts that call, have discussion with caller regrading 3 topic let’s say. one was mobile phone setting, roaming charges and call forwarding and call get completed.

Here completed means, now agent is in “Not Ready” AUX ACW “After Call work” mode and agent have to mark that calls with topic he has discussed with caller form the list this is maybe called work reason codes.

So at the end of day, report can be extracted via CMS.

Now, in OneX Agent, agents have choice to select work reason codes from list but they can skip this part as list is not that handy.

So , now we are making an app which will work in parallel with form OneX Agent application, user will login, logout, make and receive calls and from the new app within or after the call agent will select the discussion topic “work reason codes” which we need to send to CMS to achieve the reporting.

FYI we are comfortable with DMCC service provider, the only area we wish to find out is how can we send work reason codes? Which method will be used and how?

As alternate only, so many years back we saw at some place, users useto press keys from hard phones to log work reason code, what if we do the same via DMCC service Provider?

Kindly suggest

Dear Experts,

Currently customer is using OneX Agent working all good and shows list of call activity code, which is bit difficult for users and users can also ignore this part somehow.


So, our question is where or how we can extract that list of defined codes systematically? And how can I send the same via our application?

As our core objective is to restrict user/agent to remain in ACW state till selection is not made from user friendly list for at least one code from our application which is using service provider, once code is selected and marked like OneX agent do, user will be free for not ready, next call or to make call.

Kindly suggest

Regards,
AD

please do it... meanwhile i will check what happens with call as you suggested