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FAQ: Avaya Aura Contact Center CCT

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This topic provides answers to frequently asked questions about the Avaya Aura CCT interfaces and their SDKs, including the CCT .Net APIs and CCT Open Interfaces Web services.

Which Communication Control Toolkit SDK assemblies are required to create a Graphical API Communication Control Toolkit SDK application?

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.

Which Communication Control Toolkit SDK assemblies are required to create a Lite API Communication Control Toolkit SDK application?

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.

Which Communication Control Toolkit SDK assemblies are required to create a Full API Communication Control Toolkit SDK application?

  • Nortel.CCT.Graphical.dll
  • Nortel.CCT.dll

What if the client displays the message "Unable to connect to Communication Control Toolkit SDK server"?

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.

What if no Terminal or Address resources are available in the Communication Control Toolkit?

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

Also applicable to Avaya NES Contact Center.

With CCT, what if the client displays the message Invalid user credentials?

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.

Using Communication Control Toolkit, why are no agent objects returned in the session object?

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.

What if the port on the Communication Control Toolkit SDK server that listens for client connections has been changed?

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.

Which languages are supported to develop applications to run against AACC CCT?

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.

Does the Communication Control Toolkit SDK support agent roaming?

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.

With the Communication Control Toolkit, how can the ContextSelector in the Graphical API be configured to automatically select a contact?

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.

With CCT, how is the writing of trace information in the Graphical API enabled?

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

Also applicable to Avaya NES Contact Center.

With the Communication Control Toolkit, can I change the default shortcut combination in the Graphical API?

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.

With Communication Control Toolkit, is it possible to trap the exceptions caught by the Graphical API and prevent the icons from changing?

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.

With the Communication Control Toolkit, what format types of ContactData are supported?

String format data and Key value pair Binary data.

Also applicable to Avaya NES Contact Center.

With Communication Control Toolkit, is it possible to change the icons displayed by default in the Graphical API controls?

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.

With Communication Control Toolkit, can I link more than one Graphical API control at a time to the SessionManager and ContextSelector controls?

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.

With Communication Control Toolkit, how do I determine if a Terminal object is capable of creating a contact?

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.

Our application using remoting and make connection after setting up the CallContext.SetData. At the request of a connection to the Communication Control Toolkit server, a DLL mismatch exception is thrown by CCT SDK. What is the workaround?

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.

Can Communication Control Toolkit be used to develop a "real IP phone" like I2050?

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.

Is it possible to install Communication Control Toolkit Server without CCMS server installed?

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.

Does Communication Control Toolkit SDK support Dialing Codes?

No, dialing codes are not supported by CCT.

Also applicable to Avaya NES Contact Center.

Does Avaya Aura Contact Center support TAPI?

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

Are there any differences in .NET SDK functionality between the AML or SIP environment?

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.

Are there any differences in Web service functionality between the AML or SIP environment?

How do I generate Java proxies to develop Java Web services offline?

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

Will .NET SDK applications run in both 32 and 64 bit environments?

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

What is single sign on and how does it work?

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

How can I get a list of available Web services on my server?

http://<Server HostName>:9090

How can I get a WSDL definition for the Web services?

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

How do I check that a Web service listener is correctly published locally?

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.

How do I check that the Web service listener has registered correctly with CCT?

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.

Why does attached data take a few milliseconds to become available?

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.

In a CCT session, how are terminals and addresses populated in a SIP environment?

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.

Does SIP Call Recording use CCT Web services?

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.

What compatibility is there between the CCT SDK and AACC CCT server versions?

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.

Does AACC have a Unique Call ID (UCID) for a SIP Call?

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

Why are there no Call Recording Events in the Open Interface SOA RefClient?

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.

How can I store attached data in a SIP environment?

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.

Why are there no Call Recording Events when an application logs in with a regular CCT user?

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.

Why am I not receiving events for all extensions when using Communication Control Toolkit SDK?

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.

What are the possible causes for the SOA Open Interface Reference Client (OI RefClient) Application not functioning properly?

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.

When using OI RefClient, CCT login fails with getDoNotDisturb:Error. What is the remedy?

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());  
    				// }

Why does my application receive the consultinitiated event instead of transferinitaited or conferenceinitiated event?

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.

What could prevent the CCT REST SDK sample Web page from being able to authenticate with Avaya Aura Contact Center?

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.

Is CTI call attached data displayed in the Avaya Aura Agent Desktop client software?

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.

After session establishment, will any attempt to use IAgent.Login succeed, even if an incorrect password is supplied?

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.