Avaya CCE - Development Question

[IVRGirly]

I am in need of some serious help! We have an S8700, connected to a Nortel MPS500. The Nortel MPS500 will be sending to the MAP-D a UUI field upon transfer of the call to an agent.

As we are in the middle of installing CCE, and I am new to writing code for CTI pops, I was wondering the best way to take the UUI string, parse bytes 1 - 2 and 3 - 10, if 1 - 2 equals XY, then make a call to an ASP page, input 3 - 10 and send the enter key.

Pretty simple, I am sure, but I honestly do not know where to begin.......Do I use the Configuration Server to set the parameters for each agent and use XML Server to configure the pop? Or should I use the IVR Server with the Rules Plug-ins?

One more thing to mention, I am not really looking to code a softphone for the agent's desktop....maybe just a pop up box that asks if they want to accept the pop and then if they press yes, it pops the ASP page, inputs the phone number (bytes 3 - 10, and sends the enter key).

Any help would be greatly appreciated!

Thank you.

 

[nohuhu]

IVRGirly,

first of all, you don't need to develop agent's desktop application anew. it's already here. all you need is to write some custom visual basic code that will do the manipulations you need. there are examples of such a code, you can find them on the first cd. forget about xml server, it's not this opera at all, the same about ivr server. configuration server you may need but it's just a central repository for storing all configuration files (*.ini) so it can be a) central b) not editable by agents and so on. configuration server does nothing itself, it just stores the configuration you will create. and you need about following: run agent administrator application, go to "vba" tab, and select the last option "run the macro... and edit macros", then specify any vba project file. i recommend you to start with demoexcel.vaa project, it contains almost complete code, you just need to throw away the parts you don't want. then click ok and start the agent application itself. click on the "two red arrows" button in the left corner, you'll see some advanced options. click vba, edit macro and it'll start visual basic project editor (provided that you have it installed). there you can modify the demo script so it will do anything you wish. after you complete and test the script you can consider deploying it via configuration server, but that's another bedtime story.

 

[IVRGirly]

Thank you dwalin. I should have mentioned that I will be working with CCE 2.0.1, and developing in VB.NET. Would the above information change because of this environment?

 

[nohuhu]

IVRGirly,

no, i don't think so. cce 2.0.1 is the most current version available and afaiu it doesn't depend on vb version. it just provides some activex controls with open and documented interfaces so they can be used from any external application, including vb. and this phrase is almost all i can say about vb developing for cce. ) i'm not a programmer really so i can't say much about _what_ you should put in the script. though i think i should learn something about visual basic just to keep up with the challenge.

 

[IVRGirly]

I am doing this on my laptop........do I really want to run Agent Administration? I've opened up the file you suggested, and it is all funky......

 

[nohuhu]

IVRGirly,

the agent administrator application is just a visual wrapper for editing agent.ini file. you can edit it with any text editor if you know what you're doing. anyway, this way or that way, you should get valid agent.ini file that agent application will use upon start. as for the file, you need to point agent application to it. i don't know which format it is but you can edit it from agent itself.