Frequently Asked Questions

This topic provides answers to frequently asked questions about the Avaya Aura Contact Center

Communication Control Toolkit (CCT)

The CCT Graphical API was deprecated in AACC 6.3 and removed in AACC 6.4. It is no longer available for application development or compliance testing within DevConnect.

The CCT Lite API was deprecated in AACC 6.3 and removed in AACC 6.4. It is no longer available for application development or compliance testing within DevConnect.

You must ensure that the Communication Control Toolkit SDK server name is correct. By default, this value is localhost.

Also applicable to Avaya NES Contact Center.

In the Communication Control Toolkit WebAdmin Console, you must associate the appropriate resources to the user.

Also applicable to Avaya NES Contact Center.

If you are connecting as the current Windows user, ensure that the current Windows user is configured in the Communication Control Toolkit SDK database. If you are connecting as a specific Windows user, ensure that the username, password, and domain information is entered correctly. Ensure that the specific Windows user is configured in the Communication Control Toolkit SDK database.

Also applicable to Avaya NES Contact Center.

Agent objects are returned only if the following conditions are met:

  • Agents have at least one "contact type" assigned (CCMA configuration).
  • Agents are mapped to CCT users (CCT server console configuration). This mapping becomes available only when "Open Queue" enabled (CCT server console configuration.

Also applicable to Avaya NES Contact Center.

You must update the Communication Control Toolkit SDK server port information in each client application. For reference, the default CCTserver port is 29373. Also check the IP address in the provider section of the WebAdmin Console.

Also applicable to Avaya NES Contact Center.

Any Microsoft .NET language can be used when developing with the CCT .NET SDK. When using the CCT Open Interfaces SDK or CCT REST Open Interfaces SDK clients can use Java, .NET, etc to communicate through proxies or clients can send SOAP messaging directly to the web service.

Yes, in CCT this is called Hot-Desking. In this case each Terminal is mapped to a specific Workstation with CCT administration. Terminal, Address, User, and Workstation groups need to be setup with appropriate mappings. To use the hot-desking feature, the CCT application initializes the Workstation property of the Toolkit object before calling the Connect method. This signals the CCT server to only provide access to the Terminal that is associated with the Workstation and enables agent roaming. For more information, refer to the Communication Control Toolkit Installation and Maintenance Guide.

Also applicable to Avaya NES Contact Center.

The ContextSelector has a property called AutoSelectContactTypes that controls this feature. Set the ContextSelector property to AutoSelectContacts, select the appropriate address in the ContextSelector, and then new contacts are automatically selected.

Also applicable to Avaya NES Contact Center.

Each control has a property called EnableControlTrace that must be changed. This property defaults to disabled.

Also applicable to Avaya NES Contact Center.

Each of the Graphical API controls can have their short-cut key combination changed; however, it must be in the format CTRL+SHIFT+[user choice].

Also applicable to Avaya NES Contact Center.

Yes. Each of the Graphical API controls has a property called ExceptionHandling which, by default, is set to DisplayErrorIcon. By changing this property to RaiseNewException and creating an event handler for the exception, the icon will not change and the exception can be caught.

Also applicable to Avaya NES Contact Center.

String format data and Key value pair Binary data.

Also applicable to Avaya NES Contact Center.

Yes. The ConfiguredImage property sets the image displayed during normal operation of the Graphical API. The UnconfiguredImage property sets the image displayed when the control is not configured or has caught an exception.

Also applicable to Avaya NES Contact Center.

Yes. Any number of Graphical API controls can be selected and linked to the SessionManager component, and to the ContextSelector control.

Also applicable to Avaya NES Contact Center.

Each object in the Communication Control Toolkit SDK has a Capabilities property. This property contains all the supported methods.

Also applicable to Avaya NES Contact Center.

Communication Control Toolkit server cannot de-serialize the object of CallContext data due to the missing assemblies on the CCT server. It is recommended using different threads to send and receive the CallContext data and make calls to CCT server.

Also applicable to Avaya NES Contact Center.

No, it is not intended to develop "real IP phones". CCT SDK allows creating contact center agents' software for manipulating all kinds of terminals (including IP phones).

Also applicable to Avaya NES Contact Center.

Yes. This is possible in an AML environment (not in a SIP environment). CCT server can be installed as Knowledge Worker feature set for connectivity directly to PBX. In that case agent features are not available for CCT clients. CCT server requires a License Manager to function which is a part of CCMS distribution kit and can be installed separately without CCMS server. Ask devconsupport@avaya.com for License Manager Distribution kit.

No, dialing codes are not supported by CCT.

Also applicable to Avaya NES Contact Center.

No, TAPI programming is not supported in Avaya Aura Contact Center.

Yes, SIP-enabled Contact Center to support application specifics such as Agent Login/Logout, Ready/Not Ready and Activity Code Entry. For more information please refer to .NET SDK reference section in the documentation.

You do not need to generate proxies if your development environment is pointing to a 'live' Avaya Aura Contact Center.

Yes, they will run in both 32 and 64 bit environments.

The current windows user is supplied as login credentials when connecting to CCT server.

http://<Server HostName>:9080/SOAOI/services/OpenQ?wsdl

To receive unsolicited events from CCT, it is necessary to set up a listener in the client application. To check the Web service listener is correctly published on the client machine, run netstat -oan from the command prompt and there should be a 'listen' entry on the TCP/IP port on which the listener was published. If it is not there be sure the application (or VStudio) is running with administrator privileges on the local machine. Also, make sure a firewall is not preventing the listener running.

When the listener is published, it needs to subscribe to a CCT server. Once this is done, the CCT server can send events to the listener. To make sure the subscription has completed successfully, check the CMF_OI logs (usually in D:\Avaya\logs\CCT). There should be an entry containing the text 'Subscribe RequestConsumer Endpoint' followed by the URL the listener is published on. Check the subscription ID as well as the associated Listener ID. This Listener ID should be triggered in the CMF_OI logs for events on monitored resources.

Attached data has to be retrieved and delivered once a call arrives. This can take a millisecond or two in a SIP environment. The best way to check if there is data associated with a call and if it is ready to be read is to register for the property changed event on the contact - IAddress.ContactPropertyChanged event.

Once an application authenticates with CCT and gets back a session, Terminals and Addresses will be populated with the SIP URI. This is because in AACC AML there is a difference between terminals (reference to the device location in the PBX) and addresses (a simple digit string). In AACC SIP for a particular line, terminals and addresses will be the same - they will be set to the SIP URI address.

Yes. In a SIP AACC environment, there are a new set of Web services which extend the current CCT Web services to cater for Call Recording. Call Recording also uses some of the existing CCT Web services. Current CCT (legacy) Web services used: User Service, Connection Service. New CCT Web services added: Contact Manager Service. New Consumer types added: Call Event Consumer, Agent Event Consumer.

From NES CCT 7.0 to the current AACC version, any version of the CCT SDK can run against any version of AACC. However, with newer CCT SDKs, newer functionality may not work as expected. Alternately with newer server software, new value types returned by the server will be translated to the default value by the CCT SDK.

The Communication Manager UCID is accessible in AACC if it's configured to be set in Communication Manager. The Communication Manager UCID value is passed to AACC, which sets it as the Internal CMF Contact ID and is passed in any subsequent SIP invite messages to Agents. You can determine whether a UCID exists by the keyword: "FA08" followed by the hex encoded UCID in the User to User parameter of the SIP header. It's important that this entry is not overwritten when an agent or application updates the UUI Information - updates to the UUI should always be appended.

Example:

User-To-User:

00C810637573746F6D657269643D3132333435FA08271000024FF5A2AD;encoding=hex

SipSp Log:
05/07 14:14:13.825 [37365528-S      ] INFO  l.protocol.sip.utils.UuiHelper - 
				decodeUCID() Decoded UCID: 10000000021341498029 from encoded UCID: 271000024FF5A2AD

The OI SOA RefClient was designed to emulate the .NET RefClient. It provides the same functionality as the .NET RefClient. Call Recording uses 2 event types to receive information from CCT - Call Event Consumer and Agent Event Consumer. These types are not implemented in the OI SOA RefClient as it implements the same type consumer as the .NET RefClient, namely the Notification Consumer event type. This means the OI SOA RefClient does not contain the Call Recording Event types and consequently these events will not be triggered in OI SOA RefClient.

In a CCT installation against Avaya Aura SIP, there is no mechanism to store attached data. In this case, use the UUI data or the call intrinsic to set (store) attached data.

Call Recording events are only provided to applications which initially register with the CallRecordUser. Applications which register with CCT using a user other than CallRecordUser in the credentials will get a token which is not valid for Call Recording; this will mean the application will not receive Call Recording Events.

The number of monitored resources for which you will receive events is dependent upon the configuration of the CCT user you provide in your CCT login credentials.

In order to change the allocated resources for a user, you need to use the CCT Console to map terminals (extensions) to users.

If you are facing problems with SOA OI RefClient on Avaya Aura Contact Center (AACC) Release 6.2, please check the configuration for the points mentioned below:

  1. Try to use the OI RefClient available on the AACC server itself and verify the results. To run the OI RefClient on the server, go to Start -> All Programs -> Avaya -> Contact Center -> Communication Control Toolkit -> OI RefClient.
  2. If you are using the OI RefClient with Avaya Aura Communication Manager, ensure that a corresponding end-point is defined. OI RefClient is not a soft-phone application (like Avaya one-X® Communicator) and will not work if an end-point is not defined.
  3. Ensure that Contact Center Manager Server is SOA Enabled:
    1. Go to Start -> All Programs -> Avaya -> Contact Center -> Manager Server -> Server Configuration.
    2. Select the WS Open Interfaces option.
    3. Select the SOA Enabled check box at the top.
    4. Refer to the Avaya Aura Contact Center Commissioning (NN44400-312) guide available at www.avaya.com/support to fill the SOA Properties.
    5. Make a note of the ports assigned. The default is 9080-9083.
    6. Make a note of the TLS Encryption field. If it is disabled, the services will be published under "HTTP"; otherwise they will be published under "HTTPS".
    7. If you intend to use TLS, please refer the Avaya Aura Contact Center Commissioning (NN44400-312) guide for how to set-up the certificates.
  4. Ensure that CCT Web Services are enabled:
    1. Go to Start -> All Programs -> Avaya -> Contact Center -> Communication Control Toolkit -> CCT Console.
    2. Select CCT Web Services from left hand pane.
    3. Select the Enable CCT Web Services check box.
    4. Refer to the Avaya Aura Contact Center Commissioning (NN44400-312) guide available at www.avaya.com/support to fill the SOA Configuration.
    5. Make a note of the ports assigned. These ports should not overlap with the ports defined in the Manager Server as mentioned in point 3 above. The recommended value is 9084-9087.
    6. If you intend to use TLS, please refer the Avaya Aura Contact Center Commissioning (NN44400-312) guide for how to set-up the certificates.
  5. Check the status of the Web Services:
    1. Access http://<AACC_Server>:9090 URL via an Internet browser.
    2. Click the OI Splash link at the top menu.
    3. Verify that the services are in running state.
  6. Check the Server Configuration for "OI RefClient Application":
    1. Start the OI RefClient Application.
    2. Select the Preferences menu and then Server.
    3. Address field has default value of 'localhost'. If you are running the OI RefClient from a machine other than the AACC Server, change the server address field.
    4. The port number defaults to '9080'. Please change it to the value assigned in the CCT Console, as mentioned in point 4 above.
    5. Select http/https radio buttons as per TLS configuration appropriately.

If you receive the error mentioned below while trying to log into CCT using OI RefClient, it is a known issue with early release of Avaya Aura Contact Center Release 6.2. The issue was fixed in later Service Pack and patch releases.

  com.nortelnetworks.portal.cmf.core.TerminalBaseImpl::
					getDoNotDisturb:Error - Cannot perform.
				  Capability canGetDoNotDisturb()[false] is false
In order to resolve the issue:

  1. Apply the latest Service Pack and patches as made available at www.avaya.com/support.
  2. The error occurs due to a portion of the code associated with DND capability handling of SIP terminals. You can comment out the relevant portion of the code as mentioned below and recompile the application.

    Comment out the following lines (116-121) in CCTLoginCommand.java:
    // if((terminal.getProvider() != null && 
    				//    terminal.getProvider().getProviderName() != null)  &&
    				//    terminal.getProvider().getProviderName().equalsIgnoreCase("CCMM"))
    				// {   
    				//     cr = getTerminalServiceDAO().getDoNotDisturb(terminal, ssoToken);
    				//     terminal.setDoNotDisturb(((Boolean)cr.getObject()).booleanValue());  
    				// }

In older versions of Avaya Aura, Avaya Aura Contact Center is sometimes not provided with a reason code. This then causes Avaya Aura Contact Center to default to populating the transfer or conference event with a consultinitiated event. From Avaya Aura 6.2 onwards, AE Services does provide Avaya Aura Contact Center with the required information and consequently Avaya Aura Contact Center delivers the correct transferinitiated or conferenceinitiated event.

The CCT REST Web services run on port 9085 in Avaya Aura Contact Center.

Make sure this port is not being used by any other Web services in Avaya Aura Contact Center.

For example, apart from CCT REST Web services, Avaya Aura Contact Center can also be configured to support both CCT SOA Web services and/or CCMS SOA Web services.

Make sure port 9085 is not being used by either CCT SOA Web services or CCMS SOA Web services. To check which ports are being used by CCMS SOA Web services, on the Avaya Aura Contact Center under Contact Center, Manager Server, select the 'Server Configuration' screen. This will show which ports are allocated to WS Open Interfaces (also referred to as CCMS SOA Web services). For CCT SOA Web services, check the 'CCT console' for the ports allocated to CCT SOA Web services.

Commencing with Avaya Aura CC release 6.3 (SP10), in a Communication Server 1000 configuration any CTI call attached data will be displayed in Avaya Aura Agent Desktop as the Skillset Name when the call alerts. In an Avaya Aura SIP configuration, it is recommended to use call Intrinsics to store any CTI attached data. The CTI attached data will then be displayed as an item in the list of Intrinsics shown in Avaya Aura Agent Desktop.

Yes, this is correct. Authentication to a CCT server is performed by the Toolkit.Connect method; the IAgent.Login method (and the associated IAgentTerminal.Login) methods establish an association between the agent and the terminals, however, the password component relates to CCMM (and not CCT). The current API establishes parity between the logical interfaces and the API (and allows for future enhancements), however, the CCT toolkit DOES NOT establish a connection to the CCMM database and thus the password is ignored during execution.

Please refer to the AACC Open Interfaces, CCMM, Agent Web Services for more details on CCMM authentication and facilities.

Contact Center Manager Server (CCMS)

RSM was introduced in Contact Center Manager Server as an alternative to RTD.

RTD is a "C" API that must run on a Windows OS. The API is designed like you were querying a database, where you select a table of data, and the columns of fields you want to receive, and can either do a single query, or create a stream query where the data is returned to a callback function with an application defined refresh rate.

RSM gives the developer flexibility in choice of programming language and OS. There are two methods for implementing RSM. The main implementation is Multicast. The only requirement for doing Multicast is the ability to create a socket connection and communicate via TCP/IP, otherwise there are no language or OS restrictions. In RSM Multicast the data is sent automatically in a datagram binary packet, with a header structure, and all fields in the table are included in the body of the packet. The application must pull the desired fields out of the body. Some of the fields Application ID, Agent ID and Skillset ID require mapping to a string and that can be achieved in two ways.

  • The easiest is to connect the CCMS database locate the appropraite configuration information, a cache scheme should be considered for performance.
  • The other method to perform ID-to-name mapping is to use the RSM CORBA API. This requires the purchase of a CORBA 2 compliant compiler or to use the Open Source TAO CORBA. Your application takes the IDL files from the toolkit, and generates source and header code for the generic API, which is included in your source code. For non TAO CORBA for each deployment of a CORBA application, you must purchase a run-time license for the deployed application.

The real-time data available for both RTD and RSM was identical. For either interface there are 6 tables of data available, Application, Skillset, Agent, IVR, Route, and Nodal (entire call center). These are the fields added to RTD 6.1.2 that were already in RSM 6 to give RTD parity with RSM:

  • Application statistics - Network Out Calls Requested
  • Skillset statistics - Network Calls Offered
  • Agent statistics - Not Ready Reason Code
  • Agent statistics - DN Out Call Number
  • Agent statistics - Skillset Calls Answered
  • Agent statistics - DN InCall Answered
  • Agent statistics - DN OutCall Made
  • Agent statistics - Answering Application
  • Agent statistics - Answering CDN
  • Agent statistics - Answering DNIS

Also applicable to Avaya NES Contact Center.

The RTD API function NIrtd_login() parameter userID and password is for an CCMS desktop user account, which has to have at least the Access Class privileges of Real-time Displays with permissions set to "View all agents / create displays".

Also applicable to Avaya NES Contact Center.

The following 'native' interfaces are exposed if licensed:

  • HDX - call control script integration
  • RSM - realtime statistics via multicast
  • RTD - realtime statistics
  • XML assignment - Automated workforce management integration
  • CCMS data dictionary - ODBC access to Cache db
  • MLSM - CTI call control and call recording

CCMS also provides two Web services:

  • CCMS Open Queue SDK, and
  • CCMS Open Networking SDK

When using the CCMS Open Queue Interface SDK or CCMS Open Networking Interface SDK clients can use Java, .NET, etc to communicate through proxies or clients can send SOAP messaging directly to the Web service.

DevConnect members have the rights to redistribute the toolkit contents with their product. However in some rare cases, the developer may not provide the SDK. Run-time only separately installable version of both the RTD and HDX SDKs are available for this purpose. If either of these are needed in an exception case, please contact Developer Support devconsupport@avaya.com and request the RTD and/or the HDX run-time only SDKs.

Also applicable to Avaya NES Contact Center.

Change the Symantec Backup Exec configured port number. The port numbers used by RTD are not configurable.

Uninstall Backup Exec to use the port number required for RTD toolkit installation. It should work fine. The Port 10000 is mandatory for the Contact Center Manager Server. This will be used by the NBNM_Service.

Also applicable to Avaya NES Contact Center.

UDP ports 6020, 6030, 6040, 6050, 6060, 6070, 6080, 6090, 6100, 6110, 6120, 6130.

Also applicable to Avaya NES Contact Center.

Yes, you can use any CORBA compliant ORB with TAO. The most popular Java-based ORB used with TAO is JacORB.

Also applicable to Avaya NES Contact Center.

TAO is a C++ ORB, Any other CORBA compliant ORB can interoperate with TAO. There are several ORBs available such as JacORB.

Also applicable to Avaya NES Contact Center.

The HDX CORBA API has a heart-beat mechanism that can enabled at the time of registering the provider with the idea that if the CCMS does not get any heart-beats for 60 seconds it automatically releases the provider association. The application is responsible to send a heart-beat within the timeout interval to say it is alive. The Win32 API has this built in under the covers, but the Corba API it must be set up explicitly. This is in the IDL, but lacks documentation, which has been requested to be added to the CCMS PG. Here are the details of this capability of HDX Corba:

You need to register the provider as


     HDX_KeepAliveMinVersion

And then you can use the

     DX_KeepAliveProvider (provider Id)

It's in the IDL file. Timeout is 60 seconds.

Also applicable to Avaya NES Contact Center.

The only way to query the registered HDX provider IDs in the system is to turn on TFA tracing. One can figure out the active provider IDs by reading the trace file. To enable this tracing, please do the following:

1. Stop the TFA_Service from Services.
2. Use regedit to enable logging. Update HKEY_LOCAL_MACHINE\SOFTWARE\Nortel\ICCM\HDX\LogLevel and set this value to be 7.
3. Start the TFA_Service, TFABRIDGE_Service, TFE Bridge Connector and Host Application Integration services.
4. The log file will be in NIDXServer*.log generated in D:\Nortel\iccm\bin folder.
5. Please remember to disable logging when done by repeating these steps and setting the LogLevel to 0.

Also applicable to Avaya NES Contact Center.

You do not need to generate proxies if your development environment is pointing to a 'live' Avaya Aura Contact Center.

http://<Server HostName>:9080/SOAOI/services/OpenQ?wsdl

The RSM Multicast Stream is used by multiple Contact Center Applications so any socket binding to this stream must set the SO_REUSEADDR option. If a client application binds to an RSM port before the Contact Center Manager Administration (CCMA) server application is able to bind to the same port, then Real-time Displays will not work. So, the RSM application must forcibly bind using the SO_REUSEADDR socket option to the port, then allowing multiple applications to bind to that port.

Note: When using bind with the SO_REUSEADDR socket option, the socket option must be set prior to executing bind to have any affect.

The following code has been taken from the mSklRcv Sample Application in the SDK where the SO_REUSEADDR option is highlighted:

			  // Fill out the local socket address data.
			  local_sin.sin_family = AF_INET;
			  local_sin.sin_port = htons (RECV_PORT);
			  local_sin.sin_addr.s_addr = htonl (INADDR_ANY);
		
			  //rebind to a bound address and port if this happens
			  if (setsockopt(sock,
				SOL_SOCKET,
				SO_REUSEADDR,
				"1",
				sizeof(int)) == SOCKET_ERROR)
			  {
				_tprintf(TEXT("setsockopt SO_REUSEADDR failed! Error: %d"), WSAGetLastError());
				closesocket(sock);
				return -1;
			  }
		
			  // Associate the local address with sock.
			  if (bind(sock, (struct sockaddr FAR *)&local_sin, sizeof(local_sin)) == SOCKET_ERROR)
			  {
				_tprintf(TEXT("Binding socket failed! Error: %d"), WSAGetLastError());
				closesocket(sock);
				return -1;
			  }

Rtdapp.exe is a test application which is installed as part of the RTD SDK install. This application will not run from the command line on a machine which does not have the Microsoft Visual C++ redistributable libraries installed. An installer for these libraries can be downloaded from Microsoft.

Before upgrading the AACC server, check the Readme associated with any new software to be installed. If there are changes made to any Web services that your application uses, it may be necessary to rebuild the proxy code for your Web service application after the AACC upgrade. This is easily done against the new AACC by refreshing the WSDL reference in the application code and then rebuilding the application.

Download the latest version of the RTD SDK (Avaya Aura Contact Center Manager Server (CCMS 6.2 SP 5) - Real Time Data (RTD) Version 2.2) and try again: Real-time Data SDK, updated and reissued November 2011 (3.60 MB .zip).

Fixes include:

  • Installs on machines with D: Drive
  • Support Visual Studio 2010
  • ANSI Library fixes

ANSI uses 1 byte to represent a code point and has the ability to support 256 different characters which can only be used to code for Roman languages.

Unicode uses 2 bytes to represent a code point so it has the ability to support nearly 65,536 different characters. All newer versions of windows operating system have Unicode to set standards for the characters. Unicode can be used to code Applications that require the full character set.

ANSI Applications using a lot of text in Roman characters will be much more compact than their Unicode counterparts. Unless they are speed-critical applications, they will not need to be written in Unicode at all, since they will not require the full character set.

Although ANSI can be read in the newer Windows versions, the process is very slow and takes up a lot of hard disk space as it needs to be converted into Unicode by the system.

There have been multiple changes to the Contact Center Database in Release 6.2 with the main change from Sybase to Cache. Any applications that worked with Contact Center (CC) 6.0 using an ODBC connection need to update this connection to Cache. Details are located on the : Avaya Aura Contact Center Releases 6.3 page.

The Avaya Aura Contact Center (AACC) 6.2 Database is backward compatible so applications based on CC 6.0 will be operable with AACC 6.2.

Most updates to the AACC 6.2 database are new tables which will have no impact to CC 6.0 applications and some changes to views which are outlined in the Performance Management Data Dictionary document (NN44400-117).

The CCMS Web service Open Interface is configured on port 9080. The other 3 ports (9081, 9082, and 9083) are used internally in SOA and cannot be used by other clients. Port 9080 is the only port available, and it should be used for the CCMS Web service.

Only 1 User login is supported on Open Queue so it only supports 1 entity. Multiple 3rd party applications cannot login to Open Queue at the same time.

The Communication Manager UCID is accessible in AACC if it's configured to be set in Communication Manager. The Communication Manager UCID value is passed to AACC, which sets it as the Internal CMF Contact ID and is passed in any subsequent SIP invite messages to Agents. You can determine whether a UCID exists by the keyword: "FA08" followed by the hex encoded UCID in the User to User parameter of the SIP header. It's important that this entry is not overwritten when an agent or application updates the UUI Information - updates to the UUI should always be appended.

Example:

User-To-User:

00C810637573746F6D657269643D3132333435FA08271000024FF5A2AD;encoding=hex

SipSp Log:
05/07 14:14:13.825 [37365528-S      ] INFO  l.protocol.sip.utils.UuiHelper - 
				decodeUCID() Decoded UCID: 10000000021341498029 from encoded UCID: 271000024FF5A2AD

Yes, RTD SDK requires an Enterprise license on AACC. An Essential license will prevent RTD from working on the AACC CCMS server.

The RTD SDK handles both compressed and non-compressed packets so RTD Applications can function as normal until the RTD packet size reaches a larger size and is blocked by network bandwidth. The issue can be rectified by enabling compression on the CCMS which will reduce packet size. During upgrades from CC7 to AACC 6.2, a server migration is performed which does not carry forward the RTD Compression configuration on the CCMS. RTD Compression is off by default so it needs to be enabled again after the migration.

Review the AACC Administration User Guides for more information before changing the Compression value as it does impact CCMA Real-time Displays.

Prior to Avaya Aura Contact Center 6.3 the port to configure in DIW to facilitate HDX scripting manipulation of attached data was 5000.

This port was changed in Avaya Aura Contact Center 6.3 to port 2000.

As of Release 6.2, you can install Avaya Aura Contact Center in various configurations to accommodate hardware availability and functionality preferences.

Refer the Co-resident installations section in the Avaya Aura Contact Center Fundamentals (NN44400-110) guide, available at www.avaya.com/support, for details regarding supported combinations and corresponding constraints.

The Introduction section in the Avaya Aura Contact Center Installation (NN44400-311) guide, available at www.avaya.com/support, also has useful information with this regards.

Avaya Aura Contact Center Release 6.2 supplies a set of default certificates for use with Avaya Aura Application Enablement Services. The certificates to setup this connection can be found on the Avaya Aura Contact Center machine under the location D:\Avaya\Contact Center\Manager Server\iccm\sgm\TLSCertificates\AESCerts.

The procedure to configure on AE Services is clearly explained in the HowToInstallCertsOntoAES.avi video, which can be found at: D:\Avaya\Contact Center\ManagerServer\iccm\sgm\TLSCertificates\AESCerts\HowToInstallCertsOntoAES.avi.

Note: You may use certificates other than the set of default certificates to make the TLS link more secure as per your organization's policy. Please refer the Application Enablement Services configuration section in the Avaya Aura Contact Center Configuration - Avaya Aura Unified Communications Platform Integration (NN444000-521) and Avaya Aura Contact Center SIP Commissioning (NN44400-511) guides, available at www.avaya.com/support, for details on how to configure certificates on AE Services and Avaya Aura Contact Center respectively.

You can acquire the default usernames and passwords for different Avaya Aura Contact Center applications and components from the Appendix: Default Login Values section in the Avaya Aura Contact Center Server Administration (NN444000-610) guide, available at www.avaya.com/support.

As of Avaya Aura Contact Center Release 6.2, the Avaya Aura Agent Desktop client software is installed from the Contact Center Manager Server (CCMS).

  1. On the client computer for which an agent logs on, start Internet Explorer.
  2. In the Address box, type "http://<servername>/agentdesktop", where <servername> is the FQDN or IP address of CCMS.
  3. On the Agent Desktop page, click Install Prerequisites. The client downloads the prerequisite .NET Framework and Microsoft C++ redistributable software from the server and installs the application on the client.
  4. Click Launch AAAD to install the application.

In order to use Avaya Aura Agent Desktop client application with Avaya Aura Communication Manager as a soft phone, you need to configure it in "My Computer" mode. In order to achieve this:

  1. Start the Avaya Aura Agent Desktop client application and provide appropriate User Credentials (User ID and Password).
  2. Select Login option.
  3. Select the Telephony tab.
  4. Select "My Computer" from the drop-down list for Place and receive calls using field.
  5. Provide the appropriate Extension and Password for the Communication Manager.

Note: In some cases, you may find that the Server Address field does not contain the appropriate Processor Ethernet (PE) or CLAN IP. Also the field is disabled and does not allow adding the appropriate PE/CLAN IP. In order to configure the Server Address field:

  1. Access the Contact Center Manager Launch Pad.
  2. Select the Multimedia link from the Launch Pad.
  3. Select the appropriate CCMM Server from the left pane and then click Launch Multimedia Client. Select the Install Prerequisite software checkbox if this is the first time loading this Client. This will open up CCMM Administration web console in a new window.
  4. Select the General Administration tab.
  5. Select Server Settings.
  6. Click New.
  7. Select "Communication Manager Server" from the drop-down list.
  8. Provide Communication Manager's PROCR IP address or CLAN IP address in the Server Name field.
  9. Click Save.

When you restart the Avaya Aura Agent Desktop client application, you will find the Server Address field is populated with the configured IP address.

For Avaya Aura Contact Center Release 6.2, you need to create the files that you want to use to play to callers in .wav format. The recordings must be saved as Linear Mono 16 Bit PCM sampled at 8 KHz.

For Avaya Aura Contact Center Release 6.2, the Contact Center view provides the current configuration of the contact center applications, variables, and application manager data. It shows the live and a real-time view of the Contact Center Manager Administration server.

The Local view in Orchestration Designer is used for developing application and call flow in off-line mode. The Local view provides a user workspace on their own desktop to work with copies of the variables and applications. The variables and applications remain local until you synchronize the data to the Contact Center view.

Refer to the Avaya Aura Configuration - Orchestration Designer Application Development (NN44400-510) guide, available at www.avaya.com/support, for details on how to access Local and Contact Center views as well as how to synchronize applications between the two.

You can create custom reports in ODBC or JDBC compliant applications, such as Crystal Reports, MS Access, MS Excel etc.

Refer to the Expert Reports section in the Avaya Aura Contact Center Performance Management (NN44400-710) guide, available at www.avaya.com/support, for details regarding how to define the connection to the server and configure Cache DSN along with general instructions to create reports in other applications.

With TDM (time-division multiplex) phone sets, there is no facility to use Duplicate Media Streaming as is normally done with VOIP phone sets when using MLS in Avaya Aura Contact Center to perform call recording. Rather than establishing a second media stream from the phone to an application over TCP/IP as is done with VOIP sets, when recording TDM phone speech path, an extra dedicated piece of hardware is required by Avaya Aura Contact Center which can monitor (or 'tap') the external trunks connected to the Avaya Communication Server 1000 PBX.

MLS messaging can be used within an application to determine which trunk channel should be recorded for a specific TDM set.

The Real Time Data (RTD) client application initiates communication to the Avaya Aura Contact Center server to authenticate. After authentication, parameters are set which will be used in sending statistical data to the client. Subsequently, a new communication channel is opened by Avaya Aura Contact Center to the client. This is the data stream connection used to send data to the client (the Avaya Aura Contact Center component used to send data is the Data Propagator). If the Avaya Aura Contact Center server fails to establish a connection to the RTD client, error 60059 is sent to the RTD client.

It may be the case that communication initiated from the client to Avaya Aura Contact Center works, but communication initiated from Avaya Aura Contact Center to the client fails. This scenario can be common where network firewalls or IP routing are involved. The actual RTD client and Avaya Aura Contact Center server may be working properly, but failure in communication initiated from Avaya Aura Contact Center to the client may be the cause of error 60059.

Initially, the Real Time Data client authenticates with Avaya Aura Contact Center. Once the client credentials have been validated by Avaya Aura Contact Center and certain parameters have been set, Avaya Aura Contact Center and the client then negotiate a client port which will receive statistical data from Avaya Aura Contact Center.

The client Windows port is negotiated using the DCE/RPC protocol. The initial DCE/RPC communication (handshake) from the client to begin negotiating the client port is sent to port 135 on AACC.

Use a packet sniffer to analyze the subsequent communication to determine the client port which will receive statistical data. Note - the sniffer should be on the same physical network segment as the Avaya Aura Contact Center if possible to avoid any firewall or NAT issues.

In order to connect to the Avaya Aura CC CCMS Cache database using ODBC the ‘sysadmin’ user should be used. This will provide read-only access to the CCMS_CONF or CCMS_STAT namespace.

Yes, it is possible to prevent ‘Agent Time In NRRC’ data column being supplied in the Avaya Aura CC RTD and RSM interfaces. On the Avaya Aura CC server run the ‘Multicast Stream Control’ utility (select the utility from the Start menu as follows: Avaya, Contact Center, Manager Server). In the utility change the ‘Version’ field from 6.4 to 6.3.

No, all wildcard values are internally converted to string format by Avaya Aura CC before being dispatched to any external Database Integration Provider clients.

No, if a CS 1000 Position ID is configured as being part of an IVR ACD queue then client MLS applications cannot record calls on that extension. Typically IVR ACD agents are assigned exclusively to external IVR type systems such as CallPilot.

Yes it is possible to programmatically make a read-only DSN-less connection to the Avaya Aura CC Cache database. Be sure to use the latest Cache ODBC driver on the client such as 'Intersystems ODBC35 2015.01.02.607'. For example to use the default credentials to connect to the database on an Avaya Aura CC server running on IP address 192.168.50.50 use the following C# code:

 
   OdbcConnection conn; 
   string connection = null; 
 
   connection = "DRIVER={InterSystems ODBC35};" + "SERVER=192.168.50.50;" + 
      "PORT=1972;" + "DATABASE=CCMS_STAT;" + "UID=sysadmin;" + "PWD=avaya1;"; 
   conn = new OdbcConnection(connection); 
   conn.Open();

   if(conn.State == ConnectionState.Open) MessageBox.Show("Connection established");

Avaya does not license or support any custom VXML code running on Avaya Media Server.

Contact Center Manager Administration (CCMA)

You do not need to generate proxies if your development environment is pointing to a 'live' Avaya Aura Contact Center.

http://<CCMA hostname>/WebServices/OpenInterfaces/soap.svc?wsdl

A database change between NES Contact Center and AACC can cause this. On AACC 6.2 please install either SP5 patch 205.366 or SP6 patch DP 206.43 to resolve this problem.

Contact Center Multimedia (CCMM)

  • WCM - web communication manager
  • There are 2 Web services provided: Agent and Outbound Web services. To use these Web services you need to communicate SOAP messaging directly.

Check that the line

    -Dorg.apache.jasper.compiler.Parser.STRICT_QUOTE_ESCAPING=false

is present in the Java options on the Java tab of the apache properties windows (right click on the apache icon in the tray bar). After adding this line, restart the Apache server.

Also applicable to Avaya NES Contact Center.

Yes - The Web Chat SDK provides a sample application which displays the Avaya logo - this can be updated to display an alternative logo or style sheet depending on what web page the chat request has come from by passing a parameter in the URL to the Web Chat Popup.

The Web Chat SDK contains a web service which checks if a Skillset is in service (Agents are assigned and Logged in but may not be ready). If there are no Agents ready - then a message will be displayed stating no Agents are ready and try again later.

If the Contact Center is licensed for e-mail, then the Agent can send a copy of the completed text chat log by e-mail to the customer.

This is because when invoking the closecontact call followed by the transfercontacttoskillset call, the events are processed in the wrong order by Avaya Aura Contact Center.

This is a known issue, and occurs because the create contact part of the transfer is executed before the close contact has completed. As a result the stray contact is picked up in an overnight audit and the contact is transferred at that point.

To avoid this, introduce a short delay between invoking closecontact and transfercontacttoskillset.

Before initiating a contact transfer using the CCMM Web Services (using for example TransferContactToSkillset), the contact must first be closed by invoking the CCMM Web Service call CloseContact. The contact does not need to be in an Open state in order to perform the transfer.

Both the OriginateMail and OriginateMailwithAttachments methods in the AgentEmailWS take a plain string as an input parameter for the text of an email body. So, a client can populate this plain string with HTML encoding tags and they will be passed on as such to Avaya Aura CC. Avaya Aura Agent Desktop will then display HTML formatted text in the email body to the agent. However, the ReadContact method in the AgentContactWS does not parse HTML tags in retrieving the content of an email body. Only plain text is supported by the ReadContact method. Consequently, HTML encoding is not supported in retrieving emails using the CCMM Agent Web services.

One cause for the error is the PHP file not having the correct encoding format. The Web Communication PHP files need to be saved using ‘UTF-8 without BOM’ encoding.

Yes. This can be changed by modifying the mailservice.properties file (typically located at: D:\Avaya\Contact Center\Multimedia Server\Server Applications\EMAIL).

# Timeout (milliseconds) for any web services called by Email Open Interfaces
mail.openinterfaces.timeout=1000

Note, longer timeouts will impact the max email per hour throughput.

This could be caused by the ClickOnce deployment. Try deleting the application history for Avaya Aura Agent Desktop. The application history is stored locally in a hidden folder. Typically C:\Users\username\AppData\Local\apps\2.0\.

There may be web chats queueing against a particular skillset even though that skillset is currently staffed. A workaround for this scenario would be to call the Avaya Aura CC CCMM CIUtilityWs method GetTotalQueuedToSkillset() and check how many chats are in the NEW state.

If Internet Explorer throws an Error saying ‘WebSocket is undefined’ when opening the sample Avaya Aura CC Enterprise Web Chat Web User Interface, this is because the version of Internet Explorer being used does not support WebSockets. WebSocket support is only fully integrated into Internet Explorer from Internet Explorer Version 10 onwards.

Meridian Link Services

Meridian Link Services (MLS ) is a proprietary messaging protocol and interface that enables external parties to "connect" a software application to the CS 1000 and CCMS platforms for CTI integration.

The MLS protocol specification is NOT part of the deliverable when purchasing NES Contact Center (formerly Symposium) as an end user. The MLS protocol is a development level interface, for which we license the right-to-use. Only those companies established as licensees will receive the specification to the MLS interface protocol.

You will need to fill out a questionnaire, which is available from the main Meridian Link Services topic on the DevConnect web portal (select Products & SDKs - NES Contact Center - Meridian Link Services). The questionnaire provides appropriate information to allow us to evaluate your company as a potential licensee. If approved, we will provide you with a license agreement and fee terms.

No. The membership is non-transferable between companies. Once a company merges with another company, they need to re-apply for the membership and licenses. This will be re-evaluated by the DevConnect Program who will issue the membership and licenses. For more information, please contact devconnect@avaya.com.

  • HDX - call control script integration with 3rd party application (CORBA or WIN32).
  • RSM - real time statistics via multicast IP messages (control and ID conversion via CORBA)
  • RTD - real time statistics with single or stream queries (WIN32 API)
  • MLS - CTI control of digital and IP CS100 phones via IP message interface
  • CCT - Communication Control Toolkit provides .NET OO CTI
  • WCM - Web Communication Manager provides the ability to generate web communication contacts in the Contact Center Multimedia Server from a customer web portal.
  • XML Automated Assignment - Allows workforce management system integration to do adhoc or scheduled agent skillset and agent supervisor assignments.
  • CCMS Data Dictionary - allows ODBC access to CCMS database to extract configuration and historical information.