Avaya Contact Center Express / Contact Center Express / Technical and Developer discussion

Citrix supported?

Leisa771 — Tue, 06 Jan 2009 16:28:27 GMT

Is CCE 3.0.2 supported on Citrix 4.5?

Incorrect Agent Name Displays in Lower Right Corner of CCE Desktop

sherryddv — Fri, 19 Sep 2008 06:54:40 GMT

Some agents are reporting that the incorrect Agent Name is displaying the lower right corner of the CCE Desktop after they login. The Agent ID is correct, and the phone extension is correct, but the Agent Name is not. We have verified that the name in the PBX configuration is correct. Can someone provide insight into where/how CCE determines the name to display on the desktop status bar? We need it to display the name configured/setup in the PBX.

Customize report: Agent hang up before customer hang up

poy_thuong — Wed, 31 Dec 2008 00:02:55 GMT

Can we create a report "Agent hang up before customer hang up " by using the CSTA Event. My customer require this report for their Quantity Control Process!

Avaya CCE Email 3.0.3

cechow — Fri, 02 Jan 2009 19:18:04 GMT

Hi Support,

PLease advise on this issue above. We have a customer that is running on Avaya CCE Desktop 3.0.3 on the Agent's PC. Whenever, the agents handle an number of 5-6 incoming email work items , the Avaya CCE Desktop application will hang. Agent will be unable to do anything on the application and can only close the CCE Desktop and relaunch the application again to resume answering call & email again.

The agent's PC have been upgraded to 3 GB RAM on their PC specification.

Is there a patch or workaround for this issue that we are facing? Please advise.

Best Rgds,

Adrian

Reboot

chanthj — Thu, 01 Jan 2009 06:12:54 GMT

We have no issue with our CCE server. We like to know if it is a good idea so reboot our CCE server periodically, say monthly or quarterly.

Error Code 13

chanthj — Wed, 24 Dec 2008 05:49:30 GMT

Here is the example of the error log. Is this a problem that we need to worry about?

[Tue Dec 23 10:10:34.673],Info,2680,CASLicenseClientImpl::Run - OnAutoRecoverTimer
[Tue Dec 23 10:10:34.673],Info,2680,CASLicenseClientImpl::OnAutoRecoverTimer - Timer has fired. Checking connected state.
[Tue Dec 23 10:10:35.157],Info,2288,ServiceModule received WM_TIMER. Checking TLink status.
[Tue Dec 23 10:10:35.157],Info,2288,XMLS currently has 21 licensed clients and 21 issued licenses. Request response pairs is 0.
[Tue Dec 23 10:10:35.157],Info,2288,CSyncClass::SendHeartBeatsToAllClients - Entry point.
[Tue Dec 23 10:10:35.157],Info,2288,CSyncClass::SendHeartBeatsToAllClients - Sending heart beat to client 170.54.240.25:2826.
[Tue Dec 23 10:10:35.157],Major,2288,CSyncClass::SendAXMLSFailureToClient - Sending error code 13 to client.
[Tue Dec 23 10:10:35.157],Info,2288,TID0 succeeded in sending (sync) "AXMLSErrorCode" XMLDoc(179 bytes, IID9999) to Client(SID10004-170.54.240.25:2826).[SendXMLDocToClient]
[Tue Dec 23 10:10:35.157],Info,2288,CSyncClass::SendAXMLSFailureToClient - Sent document: <?xml version="1.0"?>
<AXMLSErrorCode xmlns="http://www.ecma-international.org/standards/ecma-323/csta/ed3"><axmlsOperation>HeartBeat</axmlsOperation></AXMLSErrorCode>

Greeting Message

poy_thuong — Wed, 31 Dec 2008 00:04:48 GMT

Can we provide the automatic Greeting Message for Agent withou using Iclarity. Does Iclarity require that the station must have IP Softphone License in CM?

Chat error

Leisa771 — Wed, 31 Dec 2008 05:10:35 GMT

Please find attached a screen shot of an error just sent to me by an agent down in our new call center. This error has been brought to my attention 2 times so far. Could this be an issue with a port or a fire wall on the customer's pc?

Hidden Tools

poy_thuong — Fri, 26 Dec 2008 19:10:36 GMT

My customer don't want agent can configure by themselves, so they request me to disable Tool menu. I thinks we can't do it with current release! Is there any way to adapt this requirement.

Voice configurations in CCE Desktop 3.0.3

Leisa771 — Tue, 30 Dec 2008 05:43:31 GMT

1st observations:

Within my acct I have [Automatically Hold Active Call on Dial] set to true, and to no avail, the first line always hangs up.

2nd observation:

I have [Make Call Active When Work Item Tab Clicked] set to true, and to no avail, this works sporatically. Never consistent.

2 Questions:

1. When will the option to transfer an entire chat from client to client (ie...Agent to Supervisor) be available??

2. Will there be an option to Automatically hold active call when the 2nd line is answered?

I have numerous issues being brought to my attention down in our new call center (the only site taking chats now), and I'm trying to take it one step at a time. I figured if I could get these to work, it could eliminate some "issues" that I'm thinking are user initiated.

**I do like the [Pop up dialog on call released] option, but I did have a question....any way to get rid of the release button all together? I'm getting hit hard with workforce telling me that they are seeing a lot of abandoned chats. I am suspect it is because a training doc went out indicating that button to be hit to answer the call. Go figure!

Calling/called number length in rules plug-in

gotes — Fri, 12 Dec 2008 04:59:38 GMT

I'm trying to filter out internal phone calls for processing in the rules engine. Our extensions are four digits long, so I'm using CallerDN > 9999 as my criteria. The documentation says that < and > can be used, however this doesn't work.
My rule:
[code]Rule4 = When Voice.WIEstablished And CallerDN > 9999 And Direction = Incoming Do ReturnEvent (etc.) [/code]

From the log:
[code][Thu Dec 11 15:25:57.979],Info,6000,CASRulesEngine::ASValidateServerEvent - Loaded rule 4. Rule trigger is Voice.WIEstablished
[Thu Dec 11 15:25:57.979],Info,6000,CASRulesEngine::ASValidateServerEvent - Found possible match at rule index 3 (Rule 4)
[Thu Dec 11 15:25:57.979],Info,6000,CASRuleCondition::MatchRuleFilterWithKeyValueList - Found value for Key CallerDN is xxxxxxxxxx,
required match value is 9999. Comparison indicator is 2
...
[Thu Dec 11 15:25:57.980],Info,6000,CASRulesEngine::ASValidateServerEvent - Failed to match event details to any rule.[/code]

If I remove the > 9999 criteria the rule processes the ReturnEvent.

What do I need to do?

Tom

CSTAMakeCall Dialout on specific extension?

aaronmiles — Mon, 22 Dec 2008 17:33:28 GMT

Hi all,

Quick question... our phones have 2 lines connected to them, but if I try to make a call when line 1 is already in use, the call fails. Is there a way to
1) determine if line 1 is in use
and
2) make call out of line 2?

I rang our telephony people and asked if they have 2 different pilot numbers / ADN's / extensions etc but they said they only have one. I've not used developer for some time, but from memory if i use the sample and use the phonex line tool i can select line 2 etc, but i've had a look around in the XML client and cant seem to find anything related to what im looking for?

The code that I use to make the call is

[i]strNumbertoDial = "0" & Replace(Trim(lvDepotDetails.SelectedItems(0).SubItems(1).Text.ToString), " ", "")
objrPhone.MakeCall(strDeviceID, strNumbertoDial)[/i]

... which works fine if line 1 is free... but not if its busy. Im using CCE v2.1.1 on Vb.net 2005

cheers,
aaron

CCE application data not in step with live voice traffic

Amel — Thu, 18 Dec 2008 07:37:45 GMT

Customer asking:

CCE application data not in step with live voice traffic. How can CCE traffic be identified over a data network so as to be given priority treatment?

Thanks

Managing data structure for call data

sreeni — Wed, 10 Dec 2008 02:51:18 GMT

Hi,

With CCE, is there a way to manage a data structure or something like name/value pairs? That is, if I want to attach some custom data to the call, currently we can do that by adding the data into UUI data of the call. If we need lot of information to be passed along and the UUI data is not enough, is there a way to manage something like name/value pairs for the calls?

With the IVR deleloper guide, there are function RequestCustomerData and SetCustomerData. The document says that we can store and request upto 5 fields. Is this specific only for IVR server or is it something we can use for non-IVR calls as well?

Sreeni

CCE 3.0.3 Reporting

Bero — Tue, 16 Dec 2008 02:52:51 GMT

Belgian customer "Thomas Cook".

I need detailed information on the structure of the CCE 3.0.3 database (description of fields, calculations).

Based on this information we wil be able to asses and propose custom reports to Thomas Cook

Also more detailed information on the Report Designer is more than welcome.

Can someone chase this information for me ?

Regards

CCE 3.X Email Queue Phantom call

Bero — Sat, 13 Dec 2008 10:32:57 GMT

I have a CCE 3.x with 30 incoming email queues

How many Phantom at least must be created?

Is 30X1=30 Phantom (1 per Q) ,30X2=60 (2 per Q) phantom ,30X3=90 (3 per Q) Phantom ?

Can I share de Phantom in the queues ?

eg :

Q1 Phantom 8001-8010

Q2 Phantom 8001-8010

Q3 Phantom 8001-8010

ecg ....

When i try this there is problems , work item blink and cannot be answered

Failed to insert switchID 1 to the database

asoares — Fri, 12 Dec 2008 04:16:56 GMT

Hi,

Can't seem to get IDS working. When I start IDS VP service the error log returns:

Major,5912,CCallSummaryLogThread::InsertSwitchIDToDB - Failed to insert switchID 1 to the database, Error code=0x80040E14, Error message: IDispatch error #3092

In result the Wallboard can't connect to IDS and there's no Reporting. Can someone help?

Thanks,

Multi Outbound Channel

poy_thuong — Thu, 11 Dec 2008 19:54:05 GMT

Can I create multi Outbound channel for multi site? Example, my customer have two agent group calling to different group of customer, can I create two queue for two agent group.

MS CRM Real-time Synchroniser

gotes — Thu, 11 Dec 2008 06:00:11 GMT

Are there any plans to produce a version of the Real-time Synchroniser that's compatible with MS CRM 4.0?
I tried it out, and whilst it made lookups a lot faster, it also caused errors when creating contacts or accounts through the CRM GUI. On some systems, the lookup can take 10 seconds or so, which means you often don't have access to the caller's details until after the call has been established.

Thanks
Tom

XML developer with WPF apps

tom — Thu, 11 Dec 2008 07:08:40 GMT

I’m developing an application using WPF/XAML via the XML developer components (in VB.Net). In this environment the default toolbox components such as ASXMLClient and ASXMLStation are not available as they are for winforms, so I tried adding them to the project using the standard way. The goal is of course to have all methods and events available.

First I added the ASXMLClient.dll and CSTASchemas.dll as a reference to the project. Then I declared an XML namespace in the window class in order to register the CCE component this way:

[quote]

<Window x:Class="Window1"
xmlns="http://schemas.microsoft.com/winfx/2006/xaml/presentation"
xmlns:x="http://schemas.microsoft.com/winfx/2006/xaml"
xmlns:wf="clr-namespace:System.Windows.Forms;assembly=System.Windows.Forms"
xmlns:wfi="clr-namespace:System.Windows.Forms.Integration;assembly=WindowsFormsIntegration"
xmlns:cce="clr-namespace:AgileSoftware.Developer.Station;assembly=ASXMLClient"
Title="Window1" Height="300" Width="300">
[/quote]

Doing this, intellisense gives me a list of the available namespaces and when I select it, it fills in nicely the assembly. Then I build the solution.

However, when I want to add the component to the application, Intellisense doesn’t recognize it and I can’t use it. E.g.

[quote]

[/quote]

And the debugger gives following error:

The tag 'ASXMLClient' does not exist in XML namespace 'clr-namespace:AgileSoftware.Developer.Device;assembly=ASXMLClient'.

So am I doing something wrong here, should I address it differently or am I approaching this entirely wrong? Any help as always greatly appreciated….

Best regards

Tom

Cut/Paste/Save options for chat

Leisa771 — Tue, 09 Dec 2008 19:26:38 GMT

Our agents are used to being able to highlight the chat conversations and copying and pasting in a word doc. With the new desktop client, they are unable to do this. Any suggestions?

Leisa

Port need to be opened for CCE Desktop!

poy_thuong — Mon, 08 Dec 2008 15:23:11 GMT

In my customer side, there are firewall between CCE Desktop and CCE Server. So what is the list's port i need to check on firewall?

How to develop with the IDS Library installed by Developer kit in cce 3.0.2?

ahmadalsherif — Wed, 26 Nov 2008 03:26:25 GMT

I installed the developer kit come with cce 3.0.2 on my PC and trying to use the library AIDSLIBXlib.ocx installed for IDS developing to develop my own reporting tool.

I added the control of this library in C# project and trying to use xAIDSConnect method but it always return 11; which means enErrorNotInitialized!!

Here is my code:

AIDSLibXClass l = new AIDSLibXClass ( );

int x = l.xAIDSConnect ("10.32.33.15", 29090, "", "", "", "", "");

x always returns 11 !!!!

Could any one help me to develop with this library? Can any one give me a sample code to help me?

Desktop Advanced MS-CRM connector - Call drop clears MS-CRM popup

anderton — Tue, 11 Nov 2008 04:02:56 GMT

Hi,

I have the MS-CRM plug-in for desktop running with MS-CRM 4.0. I have configured inbound contact identification to use MS-CRM directly and get a screenpop in the tab for the call. However if the caller clears the call the pop'ed record dissappears along with the tab even if the agent is editing it. Is this a but? or is there some way of either poping the record in a different window or stopping the clear call event clearing the tab?

Hope that makes sense

Regards,

John Anderton

Avaya

Email Alias

dtorres — Wed, 26 Nov 2008 03:38:32 GMT

hi,
Is there a way in 3.02 to handle email alias, I saw on the ini example file that is a section but only apply to reply all.

"Email aliases for replying all. A comma-separated list of email addresses that deliver email to the queue, and which will be removed from any address fields (To, Cc or Bcc) when sending a Reply To All response. You do not need to include the email address defined in the queue's Email address parameter."

On the other hand I want to know if there a way to change the from on the replies depending on the email.
For instance is I receive an email from certain account if there's a way to reply them from the Alias instead of the original email account?
This can be done adding a different address into the "Email Address: The email address for this queue. This will be used in the 'From' field of new generated outgoing email" .

I've tried to add one more email address but there's no way to choose so it seems that doesn't work, do you now if this is possible?

Please let me know if you need any additional information.

thanks in advance.

Developer environment Set up

lathish — Tue, 02 Dec 2008 20:10:01 GMT

Hello All

Recently given awork on CCE request need to know how to have a Developer environment Set up

at my machine to edit VAA files Do we need to have MS VB installed Also what other components would i need to install ?

The CCE version are 2X and 3X

SQL patches supported

Leisa771 — Wed, 03 Dec 2008 03:35:01 GMT

Is CCE3.0.3 supported using SQL 2005 with the cu8 patch? Our DBAs are requested that they patch our servers and have asked for confirmation that this is ok.

Question regarding kernel drivers

jmharms — Wed, 26 Nov 2008 10:46:17 GMT

Hi –

We are having some issues with Blue Screen crashes of some of our CCE servers. We are running the Call Routing Server and IVR servers on each of these servers. The error info that I have right now is:

(Blue Screen Trap (BugCheck, STOP: 0x0000008E (0xC0000005, 0xF71D8D9B, 0xB9B51A7C, 0x00000000))

The customer has requested that I inquire about whether CCE loads any kernel drivers. They would like this information to further diagnose the issue with the servers crashing.

Avaya CTI Features

abohmzad — Mon, 24 Nov 2008 22:10:58 GMT

hi all,
could anyone tell me the old and new Features of Avaya CTI

AddCallBack stored procedure issues

luisaze — Thu, 20 Nov 2008 05:37:18 GMT

I'm trying to use the AddCallBack stored procedure so that we can use Preview Contact as a Web Callback application.
I'm executing the Stored procedure like down below and it works perfectly in our lab environment (CCE 3.0.2) but it doesn't work in our PROD environment. The Only difference of the two is that PROD was upgraded from CCE 3.0.1 and LAB was a clean 3.0.2 installation.

In PROD if we create a Preview Contact item directly on the control panel it works beautifully but the Stored Procedure doesn't. When I execute the Stored Procedure I can see the item being created in the Preview Contact Media Store tab in Control Panel but it never get delivered. The return code from the Stored Procedure is 0.

I have observed that when I create the item directly in Control Panel or modify the Suspended Until of a item created via the Stored procedure in the Control Panel an entry in IteractionStates is created. Whereas using the Stored Procedure nothing gets created.

[b]USE [ASMediaStore]
GO

DECLARE@return_value int

EXEC@return_value = [dbo].[AddCallBack]
@ProgramId = N'3D988911-EB4E-4E3B-B1E4-12DBE63ACE21',
@ServerInstanceType = N'50B4DADB-7F2E-41ef-AFBD-051B9C279D95',
@ServerInstanceId = N'C42AEB28-4F31-4308-B1C8-F37EF6CCB9C8',
@QueueId = N'c465bafb-828d-492a-b26b-1af3199f99b8',
@CustomerId = N'006789\CB9A',
@UniqueID = N'006789\CB9A',
@SequenceNo = NULL,
@SuspendUntil = '2008-11-19 15:09:00',
@SuspendReason = 'Scheduled',
@PreferredAgentID = NULL,
@PreferredAgentOnly = NULL,
@CustomerName = N'Luis',
@Notes = N'Test Again',
@FirstContactOption = N'Voice',
@FirstContactOptionDetails = N'9094860445',
@SecondContactOption = NULL,
@SecondContactOptionDetails = NULL,
@ThirdContactOption = NULL,
@ThirdContactOptionDetails = NULL

SELECT'Return Value' = @return_value

Any help will be greatly appreciated

Thanks,

GO[/b]

The Email Media Store receives emails from one or more mail servers?

poy_thuong — Thu, 20 Nov 2008 16:18:44 GMT

In the CCE Document, Avaya mention that "The Email Media Store receives emails from one or more mail servers using the POP3 protocol...."
Does it mean we can create two email channel: 1. support@abc.com; cs@abc.com and configure two queue for two department.
How can we do like this? Please advice

Tab of chat window on rep's desktop client

Leisa771 — Fri, 21 Nov 2008 08:19:57 GMT

With the new brandy new 3.0.3_1 client, the agent now sees the name of the customer@WebChat. Is there a way to configure this? Either to take out the @WebChat all together, or perhaps configure by queue? Attached is a picture of what I'm referring to.

Leisa

Configuring pop up box when conversation window is closed into customized languages.

Leisa771 — Thu, 20 Nov 2008 06:00:25 GMT

Please see attachment. Where can I customize the following 4 items when closing the conversation window?

Are you sure you want to navigate away from this page?

Press OK to continue, or Cancel to stay on the current page.

Cancel

CCE 3.0.2 desktop close with error: "As GUI Host has encountered a problem and needs to close. "

Amel — Thu, 16 Oct 2008 07:14:43 GMT

Hi everyone,

Waiting for customer to send further details and logs for analysis. Any suggestions/comments?

Thanks in advance,

NIC Card teaming.

Vaishali — Wed, 19 Nov 2008 23:12:36 GMT

Can NIC Card teaming be done on CCE Server.(CCE 2.x and CCE 3.x)?

Email Media Store - "AS Maintain Database.bat" shows errors

anderton — Wed, 19 Nov 2008 05:13:14 GMT

Hi,

Clean install of 3.0.3 using MS SQL Server 2005. When I install the email media store and then try and create the database tables by running the "AS Maintain Database.bat" file it shows the following error.

** AS Maintain Database (version 6) job on server CRMUK137 started on 2008-11-18 14:09:26
Msg 4832, Level 16, State 1, Server CRMUK137, Line 1
Bulk load: An unexpected end of file was encountered in the data file.
Msg 7399, Level 16, State 1, Server CRMUK137, Line 1
The OLE DB provider "BULK" for linked server "(null)" reported an error. The provider did not give any information about the error.
Msg 7330, Level 16, State 2, Server CRMUK137, Line 1
Cannot fetch a row from OLE DB provider "BULK" for linked server "(null)".

I can manually run the sql scripts OK so am not sure what is wrong. Also tried the latest hotfix for the media store and that made no difference. The same happens for the other media stores.

Any ideas.

Thanks,

John A

Contact center Express upgrade/migration reference

dtorres — Sat, 15 Nov 2008 04:22:08 GMT

We are migrating our development environment from 3.02 to 3.03 and we've a small doubt on which script we should run to upgrade the AScontact database to the latest version?
In he page 30 of the migration reference states [b]"Existing 3.0.2 Installations with ASContact will require the Database to be updated to the latest versions"[/b]
It's not clear for me if it's required to run the asmaintain.bat script or not.
Could you please validate that?
thanks in advance.

Updates for CCE 3.0.3 released 20th October 2008

Agile_Simon — Mon, 20 Oct 2008 22:01:54 GMT

Updates for CCE 3.0.3 released

Updates have been released for the following CCE 3.0.3 components:

CCE Desktop
CCE Reporting
CCE Agent
CCE Email Mediastore
CCE Media Director
CCE Interaction Data Service
CCE Configuration Server
CCE Application Management Service

Update Release Notes

Many of the updates are both client and server related so it is recommended that all installed components are updated where applicable. The Upgrade and Migration document has also been updated with an new appendix covering the application of these updates and this is available from the link below. The document will guide you through the process using the recommended procedure of stopping all the required services, backing up the database where required, attempting to update the database and if successful continuing to rollout the application updates. If the database update is unsuccessful for whatever reason, rolling back is a matter of canceling out of the application update, and restoring the database backup.

It is also recommended that the updates are applied to your test implementation first, and the changes tested in your environment before rolling out in to production.

More information can be found in the following knowledgebase article:
[url]http://support.avayacce.com/KnowledgebaseArticle14151.aspx?[/url]

Applicable to

Avaya Contact Center Express 3.0.3

XML Development

tom — Sat, 15 Nov 2008 06:29:42 GMT

Hi

Do you have some applications in VB.Net that demonstrate the use of the ASXMLClient en ASXMLStation? I figured out most of the station methods and events, but am still trying to find some correlation between the agent classes and namespaces.

I have the Developer for .Net Help chm file, but a real example would be most helpful.

Thanks
Tom

Custom Language

Leisa771 — Thu, 13 Nov 2008 10:28:58 GMT

I have attached the Default and Conversation.aspx.resx files as well as the SMMS.ini file, and many log files. I believe I've narrowed it down to the circumflex that I've pasted. Is this a know issue? Or have I coded something incorrectly?

Leisa