When we monitor ThirdPartyCallController.Established events, we can find and extract phone numbers from incoming callers by using the CallingDeviceId.

When we take that same call, park it, and then reconnect to the parked call, we are no longer able to extract caller ID info from the call. The CallingDeviceID becomes a station device ID instead.

Is there any way to get the phone number of the original caller from a parked call's Established event?

ASAI, the protocol between the Communication Manager and the AE Services does not provide very good support for Call Park. This limits the information that TSAPI/JTAPI/DMCC can provide to applications.

If it is available, TSAPI will often attempt to replace information from the Communication Manager with better information it has gathered earlier in the call. For Call Park, some improvements were made in AE Services 6.3.0 which mean that, under some circumstances, you will be able to see the correct Calling number.

To be able to keep track of the call, and return the correct calling number, TSAPI must be monitoring it before, during and after the Call Park.

Example 1: An incoming call to A (monitored). A parks the call. B (monitored) retrieves the call. B's Established event will not contain the Calling number as the call was not monitored while it was parked so the original TSAPI call block was lost.

Example 2: An incoming call to A (monitored). The application starts a monitor on the call. A parks the call. B (monitored) retrieves the call. B's Established event will contain the Calling number as the call was monitored while it was parked.

Martin

Thank you very much Martin. We are currently running AES 6.1 with our BDE, so this makes sense.

How do we procure an update to the latest build of AES so we can test out these improvements?

For BDE that is the current build of AE Services.

The software releases of Communication Manager and AE Services are not patchable or upgradeable.

We have a free AE Services remote lab that is running on 6.3 releases.

Hi,
We ran into a similar scenario: we did a test where the Caller is monitored, the Called is not, and the Called parks the call. Then a 3rd phone (not monitored) picks it up, but the pick-up event is not sent to our DMCC application at all.
Is there any workaround that would let us get known the 3rd phone number?
Thanks,
Gabor Fenyvesi

Unfortunately, it can be difficult to work with Call Park.

One possible workaround is to snapshotDevice a station and use the CallID returned to perform a snapshotCall. This should show what stations are in the call. However, I do not see any event that you could use to know that you should perform the snapshots.

Martin

Thank you for the answer.
Let me ask one more thing: is it possible to get more information via JTAPI (instead of DMCC), or this "limitation" is at the ASAI level (I assume then there is no chance to get this data)?
Thanks
Gabor

All the APIs have the same limitation.