This document contains the Frequently Asked Questions on Avaya Proactive Contact. The document is broken into sections that are grouped by topic. Individual questions are listed within each section. Click on a question to reveal its answer.
On systems configured to use Avaya CTI enabled dialing, features such as transfer, conference and hold are done using the telephone, not the agent application. Voice messages and announcements reside on the PBX. Predictive Agent Blending is used for agent selection.
Avaya Proactive Contact is a suite of hardware and software that can be realized through two different offerings: the external, cabinet-based PG230 dialer, or a software-based CTI solution.
There are two APIs for Avaya Proactive Contact: Agent API, and Event Service API and SDK.
The Avaya Proactive Contact Agent API provides the tools for developers to create custom agent applications that automate many of the tasks that agents perform.
The Proactive Contact Event Service API provides access to real-time events and statistical information about an Avaya Proactive Contact system. Developers can use the API to create client applications that monitor and track the status of jobs, agents and calls in the system.
The Agent API and Event Service SDK are available for download from the DevConnect Web portal under the appropriate Proactive Contact Release Contents topic. At the DevConnect Home Page, click on the link Products & Resources and then select the Proactive Contact under tab Products A-Z category P.
The Avaya Proactive Contact Agent API is a development tool to produce agent applications for Avaya Proactive Contact. The Agent API is a set of commands and event notifications that enable application developers to create a customized user interface for handling Avaya Proactive Contact agent operations. Agent applications can provide buttons, menus or other controls to simplify and automate agent tasks. Applications can take advantage of optional dialog boxes provided by the Agent API for data entry by agents.
The Agent API supports automation of agent tasks such as:
The Avaya Proactive Contact Agent API is a COM (Component Object Model) compliant DLL
(MOAgent32.dll
). Agent applications written
with the Agent API interact with an agent binary process running on the Avaya Proactive
Contact system. Agent applications can run on any
workstation that can establish a standard TCP/IP socket connection to the Avaya Proactive
Contact system.
When Avaya Proactive Contact is configured to use Avaya's CTI some agent API commands will give this error. Agent soft-phone functions such as transfer, conference, hold/unhold, manual call and volume control are disabled when CTI is used. Agent application commands which attempt to use this functionality on systems configured with CTI will return this error (e.g. AGTTransferCall and AGTManualCall).
The Avaya Proactive Contact Event Service API provides access to real-time events and statistical information about an Avaya Proactive Contact server. Applications can use the event service API to monitor and track the status of jobs, agents and calls in the system. Applications register to receive the events that are of interest to the application. Information specific to each type of event is provided with the event notification.
The Event Service SDK contains the IDLs for the Event Service, the ORB - both ACE version 5.4.6 and TAO version 1.4.6 in C++ and JacORB version 2.2.4 in Java, Makefiles, SSL certificate files and keystore files, and directions for building the ORB and sample client code on Linux and Winows platforms.
The Event Service API of Avaya Proactive Contact R4.2 (or later release) uses the ACE version 5.4.6 ORB (TAO version 1.4.6) in C++, and JacORB version 2.2.4 in Java which is compatible with the CORBA-based services provided in the Avaya Proactive Contact server.
The Event Service supports call, agent and job events. Call events supply applications with information about the various states an inbound or outbound call can progress through. Agent events provide information about agent activities. Job events provide common job identification information including the dialer id and the job number.
Yes - in a POD (up to 4 dialers) an application connects to the Naming Service of the primary dialer and then connects to the Event Service of each dialer. Each dialer will send only its own event information.
Run the Health Manager tool and verify that the Naming Service and Event Service processes are running.
A client specifies to the server which port number to establish a connection. Other than the two port numbers for NameService(port 23200) and enserver (23120), the connection back to the client after establishing a connection is random. If you need to specify a port for firewall scenario's then the client can use the OrbEndpoint or OrbListenEndpoints option which consists of an ip address and a port where enserver should send events.
SDK Sample code 'enclient' example:
C:\v_pdssdk\EventService\v4_0\C++\sdk\Debug>enclient -ORBSvcConf
C:\Certificates\corba_svc.conf -ORBInitRef
NameService=corbaloc:ssliop:<PC_Dialer_Name>:23201/NameService -ORBEndpoint
iiop://<client_ip>/ssl_port=<Port#> -h PC_Dialer_Name -F
Yes, Chapter 4 (Site Preparation) of Planning for Avaya Proactive Contact has a
complete list of TCP/UDP ports
defined under the section Sockets. The document can be downloaded via
support.avaya.com. The list matches the service ports defined
in services.dat
of the Avaya Proactive Contact server.
The sockets are categorized into the following services:
Customers are advised to use either a third-party or in-house developed application that utilizes the Avaya Proactive Contact Event Services interface.
Avaya Proactive Contact database population is performed within the Avaya Proactive Contact product as a feed from the Avaya Proactive Contact Event Services. Direct database access via an ODBC connector is not a supported Proactive Contact user interface.
For assistance with application development via the APC Event Services, contact either your Avaya Service Provider or Avaya DevConnect.
Developers must follow the instructions in the Proactive Contact SDK Guide except for the following points:
C:\ACE_wrappers\TAO
and open the
below solution file as per the VC++ compiler version:
%TAO_ROOT%\TAO_ACE.sln
Do not open the compiler version of the .sln file, but instead use the main version
stated above: TAO_ACE.sln
.
Do not copy and paste from this pdf to the .conf file. Instead, insert
"C:\Certificates\
" string for the "/opt/
"
string in the path for each PEM and also change the forward slashes to back slashes as
follows:
PEM:C:\Certificates\corbaServer_key.pem -SSLCertificate
PEM:C:\Certificates\corbaServer_cert.pem -SSLCAfile
PEM:C:\Certificates\ProactiveContactCA.pem
Run the Enclient Sample App from the Debug folder as the Release folder does not exist.
Note: Make sure the Dialer Name is entered in the
C:\WINDOWS\system32\drivers\etc\hosts
file
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Note that the page numbers and instructions quoted above are taken from the March 2011,
Issue 1.0 of the Proactive Contact SDK Guide and
differ in later issues.