IVR and Queue Call events in UCCE using JTAPI

deepaksharmainnovaccer — Wed, 30 Nov 2022 10:43:32 GMT

Hi,

I am using JTAPI to collect call events.

When I was working with UCCX 12.5 sandbox, I collected all kinds of Call events.

When Call was connected to IVR Event
When IVR pushes the call to queue Event
When Agents pick up the call Event
When the call was getting transferred Event
When Call Was Ending Event

Now, when I have switched to UCCE 12.5, I could collect only Agent call events i.e. Events 3, 4 and 5.

I am not getting the events when the call is connected to IVR and the call is pushed to Queue.
Somewhere I read that I need to connect to PG for these events but I am not sure how to do it with JTAPI.

In UCCX there were CTI devices for IVR that I would subscribe to for my JTAPI user but in UCCE, I couldn't find such CTI devices.

Is there any way to get the IVR and Queue Events in UCCE using JTAPI or any other library?
Can someone please help me with a sample code for the same?

Thanks.

Re: IVR and Queue Call events in UCCE using JTAPI

Alexander Stevenson — Wed, 14 Dec 2022 19:52:25 GMT

Hello @deepaksharmainnovaccer,

The following solved discussion mentions UCCE 12.x and getting queue events along with CTI Server/service mask and System PG with IP IVR. I think it may be helpful:

How do you get queue events from UCCE when using the all events service?

https://community.cisco.com/t5/contact-center/how-do-you-get-queue-events-from-ucce-when-using-the-all-events/td-p/3466096

If not, I would check the discussions under the 'UCCE CTI Protocol' label here:https://community.cisco.com/t5/custom/page/page-id/customFilteredByMultiLabel?board=j-disc-dev-contact-center&labels=ucce%20cti%20protocol

Finally, you may find something on the Cisco Code Exchange:

https://developer.cisco.com/codeexchange/

I hope this helps!

topic IVR and Queue Call events in UCCE using JTAPI in Call Control

IVR and Queue Call events in UCCE using JTAPI

Re: IVR and Queue Call events in UCCE using JTAPI