Hi Team,
We have developed custom softphone and it is working fine in our lab along with Avaya IP communicator.
When we tested same on customer site it is working for one agent and for other it is not working. Only ready and not ready working.
When we have tested the following:
1. Agent1 – Agent and Supervisor permissions
2. Agent2 – Supervisor Permissions
3. Agent3 – Agent Only permissions with Default skillset and EMS and again with Agent Only Permissions with Combat Test Skillset and EMS (like Kerry’s login)
At this point only Agent1 log in is yielding successful results with a few minor issues.
1. CTI testing with Agent1 login is successful. It will show that I was able to receive calls through the queue, answer, conference, etc. When making an outbound call I was less unable to disconnect however I would say that overall CTI functionality was at roughly 70-80%.
2. When I tested with my own account I was unable to login at all (invalid credentials).
3. I also tested with Agent3 login (at my computer). At first I tested with her being setup with the default skillset and EMS skillset and it did not work. Next I tested with setting her up to mirror Agent1 (Combat Test skillset (1) and EMS (2)). I was able to login and toggle between ready and not ready but could not perform any additional functions.
AAAD and our softphone is connecting to same CCT server. Where as on AAAD all call delivered and answered. Agent can make outbound call from AAAD.
Whenever call delivered to Terminal our softphone working fine. For non working extension in our softphone caller calls go to voice mail.
What could be the issue. Will there be any call routing or extension configuration issue. Will it make any difference hardphone and Avaya IP communicator.
We have used CCT dot net API for custom softphone development.
Regards,
Pravin
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