Hi Experts,
I have downloaded the Agent view sample application, i have ordered for the TSAPI SDK to modify the application.
I have a voice portal IVR application which blind transfers calls to Agents, i logged into the Agentview sample application and when i make internal call i am getting the caller id correctly.

I made a call to the IVR application and the application transfered me to the Agent, the Agentview application is not giving me the caller id,in this case my mobile number, but the agent phone correctly shows my number.

The agent view sample application is giving me the port number on which the IVR application is mapped.

I have a voice portatl hunt group with 15 extensions as i have 15 telephony port licenses.
Hunt group 800 - extensions (801-815)-voice portal application mapped to this.

I am randomly getting the caller ID as 801-815 depending on the port which answered the call.

How can i get the original caller ID?

Do you have a VDN that sends the call to the Hunt Group where the IVR ports are located?

If so you can monitor the VDN with TSAPI (cstaMonitorCallsViaDevice). Then TSAPI will have information about the call from the beginning. You can store the UCID and Calling party, and use the UCID to retrieve it when the call gets to an agent. Alternatively, When the call comes to your agent the delivered event will contain the originalCallInfo (OCI) in the private data (assuming you are monitoring the VDN). The callingDevice in the OCI is what you are looking for.

Yes I have a VDN which receives the call and transfers it to the voice portal hunt group number. I will try what you have explained. I am wondering from where the agentview application is getting the port number as call id. I can start working only once I get the SDK.

As far as a CTI application is concerned, in this instance, the call coming to the agent is a brand new call, and the IVR is the calling party in this case. Communication Manager is providing the number. The TSAPI SDK comes with a very useful tool called the TSAPI exerciser. You can use it to place a monitor on the VDN and see how that effects the data coming to the agent application.

Hi experts ,
I in process of modifying the Agentview sample application using the JTAPI SDK , previously i had posted the same issue i faced using the Agentview application which was the MFC one.
I am not getting the called ID as expected but i am getting the voice portal port number instead of this, i tried to debug the application and found that the caller id (0112829371 / in this case) is coming to the application and it is coming in the variable additionalDevID when the call is dropped by the caller.

I debugged the AgentStateUI and found that the caller id sometimes come in the variable callingDeviceID

Also i am saving the logs to a text file which is showing the correct caller id.

I want to get the correct caller ID instead of the IVR port number when the call is ringing on the agent phone this will help me enhance my application to check the caller id in the database and get the other details , so that i can add another panel in the application with the data from database, i have been trying for last 3 days without any success. Any help will be appreciated,

This is the output from text area in AgentView sample application.


Agent logged in Details:
Extension Number : 8821
Agent ID: 002
Agent Work Mode : AUTO IN
AgentState: READY

Incoming Call 11627 from 817 to 8801 alerting at 8821
Call 11627 is in ACTIVE state.
Extension 817 is Talking in Call 11627
Extension 8821 is Ringing in Call 11627
AgentState: BUSY
Call 11627 is Answered and in ACTIVE state.
Extensions 817 and 8821 are Talking in Call 11627
CALLER with CALLER ID 0112829371 is Dropped from Call 11627
NULL Extension 8821 Dropped from Call 11627
Call 11627 is in INVALID state.
AgentState: READY


This is the log file details,

2014-01-29 13:39:25 DEBUG ConnectionEstablishedHandler:31 - ConnectionEstablishedHandler for 811
2014-01-29 13:39:25 DEBUG TerminalConnectionTalkingHandler:30 - TerminalConnectionTalkingHandler for 811
2014-01-29 13:39:25 DEBUG ConnectionAlertingHandler:29 - ConnectionAlertingHandler for 8821
2014-01-29 13:39:25 DEBUG CallManager:162 - New Call added. ID = 12277
2014-01-29 13:39:42 DEBUG CallManager:206 - updateCall() - CallState = ACTIVE
2014-01-29 13:40:01 DEBUG AgentAnswerHandler:30 - AgentAnswerHandler
2014-01-29 13:40:01 DEBUG ConnectionEstablishedHandler:31 - ConnectionEstablishedHandler for 8821
2014-01-29 13:41:11 DEBUG CallManager:206 - updateCall() - CallState = ACTIVE
2014-01-29 13:41:11 DEBUG TerminalConnectionTalkingHandler:30 - TerminalConnectionTalkingHandler for 8821
2014-01-29 13:41:11 DEBUG ConnectionEstablishedHandler:31 - ConnectionEstablishedHandler for 0112829371
2014-01-29 13:41:11 DEBUG ConnectionEstablishedHandler:31 - ConnectionEstablishedHandler for 8821
2014-01-29 13:41:11 DEBUG TerminalConnectionTalkingHandler:30 - TerminalConnectionTalkingHandler for 8821
2014-01-29 13:41:11 DEBUG ConnectionEstablishedHandler:31 - ConnectionEstablishedHandler for 8830
2014-01-29 13:41:11 DEBUG TerminalConnectionTalkingHandler:30 - TerminalConnectionTalkingHandler for 8830
2014-01-29 13:41:32 DEBUG ConnectionDisconnectedHandler:31 - ConnectionDisconnectedHandler for 0112829371
2014-01-29 13:41:32 DEBUG CallManager:270 - Remove Held Device. ID = 12277
2014-01-29 13:43:13 DEBUG CallManager:206 - updateCall() - CallState = INVALID
2014-01-29 13:43:13 DEBUG ConnectionDisconnectedHandler:31 - ConnectionDisconnectedHandler for 8821
2014-01-29 13:43:13 DEBUG CallManager:270 - Remove Held Device. ID = 12277

Have you put an observer on the VDN, so that JTAPI "knows" more about the call from the time it hits the VDN?