ASAI/cti: no more agent state change events 1

[ThiloMinator]

Hi there,

we have a Definity G3 SI 9.5.

In the last few days I have been testing around with the trial version of CTConnect V6 to learn about the behaviour of agents at the Definity from the CTI view. For that purpose I have set up 16 agents [461..476] (call handling: skill level), which (because of their skill level) belong to the hunt group 2, (380, ead-mia).

When I make calls to 380, the calls are redirected to the next available (loggedIn&ready) agent.

I can log on and log off the agents, change their states (ready, not ready, workingAfterCall, ...) via the keypad of the telephone sets and via CTConnect.

I receive call events for the agents at the telephone sets where they are logged in.

But while I receive agents state events for agentLoggedIn and agentLoggedOut at the ACD hunt group, I do no more see events for state changes like ready, notReady, workingAfterCall etc.

But I am absolutely shure, that I have seen such events last friday, when I have been testing the same.

From what I have seen in the ASAI logs created by CTConnect, there do not seem to be uninterpreted messages (not that CTConnect has decided to ignore specific agent state events...).

CTConnect is the only CTI app, controlling the ACD group (380).

Today before I have started testing with the agents, I have changed all agents login passwords. I am absolutely shure, that I have not changed another parameter, but the agents login password.

I have no further idea where to look for a switch for the missing events.

Many thanks in advance for your help.

Kindest regards,
Thilo

 

[mikebk]

Unfortunately, ASAI doesn't provide agent state events for changes made on the telephone.

What you can do is to periodically (e.g., once a second) query the agent's status but this can have a performance impact. Cisco's ICM product goes so far as to use CMS to provide agent state change events.

Hope this helps.

Mike

 

[Cti4all]

Or use an Avaya application which can take advantage of the Agent States over Proprietary Adjunct Links. These applications include Contact Center Express (using Avaya CT or AE Services TSAPI), or Interaction Center. Avaya has a proprietary way of providing unsolicited Agent Events via the device monitor, but access to the feature is not published nor made available to competitor applications.

Alteranatively, a device query will return the current state, but that will be CT connect should have a function to perform this, but your application will have to be written to regularly query for the current state.

A monitor on the ACD Hunt (lead extension) will yield login and logout events only.

 

[wildcard100001]

I don't believe digitally programmed buttons such as "login" and "auto in" etc.. will pass over a CTI link. However if you program them via feature access code such as *xx or whatever your FAC's happen to be, the agent state will pass over the CTI link. But you must have dial tone to change states. So if on a call, hold, line 2, dial FAC, return and finish call. Agent state changed.

But it also depends on your application, it must be "listening" in on your hunt lead group extension to see these events. It also depends on the application listening and if it has capabilities to see these events.

Somebody correct me if they know otherwise, but this is my experience.

Hope this helps,

Wildcard