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Aspect Conference - release party C and resuming party A

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This document was generated from CDN thread

Created by: Gerard O'Rourke on 06-10-2008 12:37:46 PM
On the Aspect ACD, both using the teleset (hardware phone) and a test CTI application (sample.exe) which controls the telset through the Aspect CMI server the following is possible:

Caller (party A) arrives into Agent (party on the line "Ouside Line 1"
Agent (party selects "Inside line" and makes a call to Party C
Agent presses conference button and all parties are conference.

Next step - Releasing party C from the call

Agent selects Inside line - this puts "Ouside Line 1" (Party A) on hold.
Agent presses "Release" button - this drops the "Inside line" call (Party C)
Agent selects "Outside Line 1" and reconnect to party A

This is not possible to be done using the out of the box CTIOS client.
Nor it seems from my testing is it possible to do this using the CTItest or CILtest clients.

i.e. when using "clear" or "leave" in the CTItest app with the callid for the second leg of the call - both calls are dropped from the Agents teleset.

There does not seem to be a CTI command to be able to specifically select a line - as the Aspect CTI test client can achieve.

Any ideas - any thoughts on this issue?
Should I give up ???

Regards,
Gerry

Subject: Re: Aspect Conference - release party C and resuming party A
Replied by: David Lender on 06-10-2008 02:06:41 PM
Gerry,

If it's not possible with CTITest then it certainly won't work with
CTIOS.

When you do a makecall on Aspect it picks the next available line. So
try using Call Placement Type OUTBOUND in CTITest when you do the make
call.

Are you saying that when you issue a CLEAR for the consult call both
calls clear? Is this done before pressing conference button to have all
parties in the conference?

From your scenario, you say you have all parties in Conference. You
cant just drop one party from the conference. Once you complete the
conference by pressing the conference button, Aspect has a new callid
which is the callid for the entire conference call. They are not
considered 2 separate calls but one conference call. I don't think
Aspect provides individual callids for the call legs to allow you to
drop specific parties from the conference.

David

Subject: Re: Aspect Conference - release party C and resuming party A
Replied by: Gerard O'Rourke on 06-10-2008 02:20:35 PM
David,

Attached is the output from CTItest.

You can see that during the conference call, both call legs are active and have their 2 call-ids. i.e. that during the conference call a new callid is not generated.

When you release the second call-id (party B & party C) - the call from party A - party B is released from the agent teleset as well but is not hung up.

The call is still active - and you can see it gets a new callID.

However it does not seem possible to reconnect to this new call-id back to the Agent and the Agent is at this stage gone into Wrap up state.

Have a look at the attached - I think it should outline it quite well.
Was unable to attached the file - got error message "The content type of the file 'CTI-test-output.log' is not allowed."
Seems strange that you cannot attached a ascii text file?

Anyway below is a copy and paste of the file - since i cannot attached....

Regards,
Gerry

12:17:02 Trace: CTITest Release 7.0.0.0 , Build 14320

PROFILE default
Agent display format: SHORT
Call display format: SHORT
Session display format: SHORT
Sound: OFF
AutoAnswer: OFF
Autowrap: OFF
AutoLogin: OFF
CallStack: ON
Registered Variables: ALL_CALL_VARIABLES
Trace:
Timeout: open=30000 ms heartbeat=2000 ms other=15000 ms

CONFIG CTIServer A:"200.15.40.41" port 42027 B:"200.15.40.43" port 43027
Origin: ""
Protocol Version: 11 Heartbeat Interval: 5 secs
Service Mask: 0x00000016 (ALL_EVENTS+CALL_DATA_UPDATE+CLIENT_CONTROL)
CallEventsMask: 0x03ffffff (ALL_CALL_EVENTS)
AgentStatesMask: 0x00003fff (ALL_AGENT_STATES)
ConfigMsgsMask: 0x0000001f (ALL_CONFIG_MSGS)
TaskEventsMask: 0x000007ff (ALL_TASK_EVENTS)

CLIENT ID:"19974" Signature:"19974@AIB-204937"

AGENT PeripheralID:5003 Extension:"" ID:"28280" ID_Long:"" Instrument:"30" AppPathID:""
Skill: WorkMode:

CTITest: open
CTITest: 12:17:04 Trace:
12:17:04 Trace: ... session #1 trying CTI Server on side A (200.15.40.41 port 42027)
12:17:04 Trace: ... session #1 connected to side A after 0 ms.
12:17:04 Trace:
... session #1 opened after 0 ms. CCTime: 12:17:04 PGStatus: NORMAL Peripheral: OnLine

12:17:04 Trace: SYSTEM_EVENT: Peripheral 5003 On-Line, CCTime: 12:17:04 PGStatus: NORMAL

CTITest:
CTITest: 12:17:10 Trace: AGENT EVENT: ID:28280 LOGOUT Group:31 Priority:0 Reason:0
12:17:10 Trace: AGENT EVENT: ID:28280 LOGOUT Group:-1 Priority:0 Reason:0
12:17:14 Trace: AGENT EVENT: ID:28280 LOGIN Group:31 Priority:0 Reason:0
12:17:14 Trace: AGENT EVENT: ID:28280 NOT_READY Group:31 Priority:0 Reason:0
12:17:16 Trace: AGENT EVENT: ID:28280 AVAILABLE Group:31 Priority:0 Reason:0
12:17:35 Trace: CALL_TRANSLATION_ROUTE_EVENT: DNIS=1351
12:17:36 Trace:

12:17:36 Trace: BEGIN_CALL_EVENT: CallID=9666.0(d) CallType=CALLTYPE_ACD_IN DNIS=1351
12:17:36 Trace: CALL_DELIVERED_EVENT: CallID=9666.0(d) LocalConnectionState=LCS_INITIATE AlertingDevice=(DEVIC
E)1351
12:17:36 Trace: CALL_DATA_UPDATE_EVENT: CallID=9666.0(d) CallType=CALLTYPE_PREROUTE_ACD_IN
12:17:36 Trace: CALL_DELIVERED_EVENT: CallID=9666.0(d) LocalConnectionState=LCS_ALERTING AlertingDevice=(DEVIC
E)30
12:17:36 Trace: AGENT EVENT: ID:28280 RESERVED Group:31 Priority:0 Reason:0
12:17:37 Trace: AGENT EVENT: ID:28280 TALKING Group:31 Priority:0 Reason:0
12:17:37 Trace: CALL_DATA_UPDATE_EVENT: CallID=9666.0(d) CallType=CALLTYPE_PREROUTE_ACD_IN
12:17:37 Trace: CALL_ESTABLISHED_EVENT: CallID=9666.30(s) AnsweringDevice=(DEVICE)30

CTITest: lc
CallID OtherConn Periph Call Type State
9666.0(d) 30(s) 5003 PREROUTE_ACD_ Talking
CTITest: 12:17:45 Trace: CALL_HELD_EVENT: CallID=9666.30(s) HoldingDevice=(DEVICE)30
12:17:45 Trace: AGENT EVENT: ID:28280 HOLD Group:31 Priority:0 Reason:0
12:17:45 Trace: AGENT EVENT: ID:28280 TALKING Group:31 Priority:0 Reason:0
12:17:45 Trace:

12:17:45 Trace: BEGIN_CALL_EVENT: CallID=9667.30(s) CallType=CALLTYPE_CONSULT
12:17:45 Trace: CALL_SERVICE_INITIATED_EVENT: CallID=9667.30(s) Line=4(LINETYPE_INSIDE)
12:17:45 Trace: CALL_QUEUED_EVENT: CallID=9667.30(s) NumQueued=0
12:17:45 Trace: CALL_DELIVERED_EVENT: CallID=9667.30(s) LocalConnectionState=LCS_ALERTING AlertingDevice=(TRUN
K)84
12:17:45 Trace: CALL_DATA_UPDATE_EVENT: CallID=9667.30(s) CallType=CALLTYPE_CONSULT
12:17:45 Trace: CALL_ESTABLISHED_EVENT: CallID=9667.0(d) AnsweringDevice=(TRUNK)84

CTITest:
CTITest:
CTITest: lc
CallID OtherConn Periph Call Type State
9666.0(d) 30(s) 5003 PREROUTE_ACD_ On Hold: Answered
9667.30(s) 0(d) 5003 CONSULT Talking
CTITest:
CTITest:
CTITest: 12:17:53 Trace: CALL_RETREIVED_EVENT: CallID=9666.30(s) RetrievingDevice=(DEVICE)30
12:17:54 Trace: CALL_CONFERENCED_EVENT: PrimaryCallID=9666.30(s): SecondaryCallID=9667.30(s)
12:17:54 Trace: CALL_DATA_UPDATE_EVENT: CallID=9667.30(s) CallType=CALLTYPE_CONSULT_CONFERENCE
12:17:54 Trace: CALL_DATA_UPDATE_EVENT: CallID=9666.0(d) CallType=CALLTYPE_PREROUTE_ACD_IN

CTITest:
CTITest:
CTITest:
CTITest:
CTITest: lc
CallID OtherConn Periph Call Type State
9666.0(d) 30(s) 5003 PREROUTE_ACD_ CONFERENCED
9667.30(s) 0(d) 5003 CONSULT_CONFE Talking
CTITest: 12:18:01 Trace: CALL_DATA_UPDATE_EVENT: CallID=9666.0(d) CallType=CALLTYPE_PREROUTE_ACD_IN
12:18:01 Trace: CALL_TRANSFERRED_EVENT: PrimaryCallID=9666.0(d): SecondaryCallID=9667.30(s) TransferringDevice
=(DEVICE)30 TransferredDevice=(TRUNK)84
12:18:01 Trace: CALL_DATA_UPDATE_EVENT: CallID=9667.30(s) NewCallID=9668.30(s) CallType=CALLTYPE_CONSULT_OFFER
ED
12:18:01 Trace: CALL_DATA_UPDATE_EVENT: CallID=9668.30(s) NewCallID=9668.0(d) CallType=CALLTYPE_CONSULT_OFFERE
D
12:18:01 Trace: CALL_DATA_UPDATE_EVENT: CallID=9668.0(d) CallType=CALLTYPE_CONSULT_OFFERED DNIS=1351
12:18:01 Trace: CALL_CLEARED_EVENT: CallID=9666.(s)
12:18:01 Trace: END_CALL_EVENT: CallID=9666.0(d)

12:18:01 Trace: AGENT EVENT: ID:28280 NOT_READY Group:31 Priority:0 Reason:1000

CTITest:
CTITest:
CTITest:
CTITest: lc
CallID OtherConn Periph Call Type State
9668.0(d) 0(d) 5003 CONSULT_OFFER Talking
CTITest:

Subject: Re: Aspect Conference - release party C and resuming party A
Replied by: David Lender on 06-10-2008 03:32:11 PM
Gerard,

Sorry, I was thinking of Apsect transfer not conference.

On Aspect you have an inbound acd call with callid 1.
A consult call with callid 2.
And when you complete the transfer it is callid 3.

In your log callid 1 = 9666.0(d)
Callid 2 = 9667.30
Callid 3 = 9668.30

It appears your call was transferred to the consulted agent:
12:18:01 Trace: CALL_TRANSFERRED_EVENT: PrimaryCallID=9666.0(d):
SecondaryCallID=9667.30(s) TransferringDevice =(DEVICE)30
TransferredDevice=(TRUNK)84

It does not show a connection cleared but rather a transferred. That is
why the agent goes to Not Ready. T


David

Subject: Re: Aspect Conference - release party C and resuming party A
Replied by: Gerard O'Rourke on 07-10-2008 10:00:04 AM
David,

It appears your call was transferred to the consulted agent:

You are correct. When you are on a conference and you do a release of the call, using either the CTIOS client (release button) or pressing Release on the teleset, the other two parties that were in the conference stay connected - while the Aspect teleset (agent) is dropped off the call.

This seems to be implemented by "transferring" the call to the Primary Rate channel - "TransferredDevice=(TRUNK)84"

However using the teleset directly - it is possible to first put one of the lines on hold BEFORE doing a release.
This allows you to drop only one of confernced parties and allows you to connect back to party A or party C (i.e. remove the conference).

Using the CTI test and CTIOS client is seems it is not possible to put one of the call legs on hold. Attempting to put either Call-id on Hold, puts both lines on hold.

Below is an CTI test output using the teleset to put one of the calls on hold, before releasing the other call. This is what we would like to be able to do using a CTIOS client.

Regards,
Gerry

10:26:22 Trace: CTITest Release 7.0.0.0 , Build 14320

PROFILE default
Agent display format: SHORT
Call display format: SHORT
Session display format: SHORT
Sound: OFF
AutoAnswer: OFF
Autowrap: OFF
AutoLogin: OFF
CallStack: ON
Registered Variables: ALL_CALL_VARIABLES
Trace:
Timeout: open=30000 ms heartbeat=2000 ms other=15000 ms

CONFIG CTIServer A:"200.15.40.41" port 42027 B:"200.15.40.43" port 43027
Origin: ""
Protocol Version: 11 Heartbeat Interval: 5 secs
Service Mask: 0x00000016 (ALL_EVENTS+CALL_DATA_UPDATE+CLIENT_CONTROL)
CallEventsMask: 0x03ffffff (ALL_CALL_EVENTS)
AgentStatesMask: 0x00003fff (ALL_AGENT_STATES)
ConfigMsgsMask: 0x0000001f (ALL_CONFIG_MSGS)
TaskEventsMask: 0x000007ff (ALL_TASK_EVENTS)

CLIENT ID:"19974" Signature:"19974@AIB-204937"

AGENT PeripheralID:5003 Extension:"" ID:"28280" ID_Long:"" Instrument:"30" AppPathID:""
Skill: WorkMode:

CTITest: open
CTITest: 10:26:25 Trace:
10:26:25 Trace: ... session #1 trying CTI Server on side A (200.15.40.41 port 42027)
10:26:25 Trace: ... session #1 connected to side A after 15 ms.
10:26:25 Trace:
... session #1 opened after 16 ms. CCTime: 10:26:25 PGStatus: NORMAL Peripheral: OnLine

10:26:25 Trace: SYSTEM_EVENT: Peripheral 5003 On-Line, CCTime: 10:26:25 PGStatus: NORMAL
10:27:00 Trace: AGENT EVENT: ID:28280 LOGIN Group:31 Priority:0 Reason:0
10:27:00 Trace: AGENT EVENT: ID:28280 NOT_READY Group:31 Priority:0 Reason:0
10:27:02 Trace: AGENT EVENT: ID:28280 AVAILABLE Group:31 Priority:0 Reason:0
10:30:00 Trace: 0 calls in 217 seconds (0.00 calls/hr)
10:30:00 Trace: 1373 CTILink bytes (6.33 bytes/second)
10:30:00 Trace: SYSTEM_EVENT: Central Controller Half Hour Change, CCTime: 10:30:00 PGStatus: NORMAL
10:35:09 Trace: AGENT EVENT: ID:28280 NOT_READY Group:31 Priority:0 Reason:2
10:35:11 Trace: AGENT EVENT: ID:28280 AVAILABLE Group:31 Priority:0 Reason:0
10:35:25 Trace: CALL_TRANSLATION_ROUTE_EVENT: DNIS=1354
10:35:26 Trace:

10:35:26 Trace: BEGIN_CALL_EVENT: CallID=9711.0(d) CallType=CALLTYPE_ACD_IN DNIS=1354
10:35:26 Trace: CALL_DELIVERED_EVENT: CallID=9711.0(d) LocalConnectionState=LCS_INITIATE AlertingDevice=(DEVIC
E)1354
10:35:26 Trace: CALL_DATA_UPDATE_EVENT: CallID=9711.0(d) CallType=CALLTYPE_PREROUTE_ACD_IN
10:35:26 Trace: CALL_DELIVERED_EVENT: CallID=9711.0(d) LocalConnectionState=LCS_ALERTING AlertingDevice=(DEVIC
E)30
10:35:26 Trace: AGENT EVENT: ID:28280 RESERVED Group:31 Priority:0 Reason:0
10:35:27 Trace: AGENT EVENT: ID:28280 TALKING Group:31 Priority:0 Reason:0
10:35:27 Trace: CALL_DATA_UPDATE_EVENT: CallID=9711.0(d) CallType=CALLTYPE_PREROUTE_ACD_IN
10:35:27 Trace: CALL_ESTABLISHED_EVENT: CallID=9711.30(s) AnsweringDevice=(DEVICE)30
10:35:45 Trace: CALL_HELD_EVENT: CallID=9711.30(s) HoldingDevice=(DEVICE)30
10:35:45 Trace: AGENT EVENT: ID:28280 HOLD Group:31 Priority:0 Reason:0
10:35:45 Trace: AGENT EVENT: ID:28280 TALKING Group:31 Priority:0 Reason:0
10:35:45 Trace:

10:35:45 Trace: BEGIN_CALL_EVENT: CallID=9712.30(s) CallType=CALLTYPE_CONSULT
10:35:45 Trace: CALL_SERVICE_INITIATED_EVENT: CallID=9712.30(s) Line=4(LINETYPE_INSIDE)
10:35:45 Trace: CALL_QUEUED_EVENT: CallID=9712.30(s) NumQueued=0
10:35:45 Trace: CALL_DELIVERED_EVENT: CallID=9712.30(s) LocalConnectionState=LCS_ALERTING AlertingDevice=(TRUN
K)65
10:35:46 Trace: CALL_DATA_UPDATE_EVENT: CallID=9712.30(s) CallType=CALLTYPE_CONSULT
10:35:46 Trace: CALL_ESTABLISHED_EVENT: CallID=9712.0(d) AnsweringDevice=(TRUNK)65
10:35:49 Trace: CALL_RETREIVED_EVENT: CallID=9711.30(s) RetrievingDevice=(DEVICE)30
10:35:50 Trace: CALL_CONFERENCED_EVENT: PrimaryCallID=9711.30(s): SecondaryCallID=9712.30(s)
10:35:50 Trace: CALL_DATA_UPDATE_EVENT: CallID=9712.30(s) CallType=CALLTYPE_CONSULT_CONFERENCE
10:35:50 Trace: CALL_DATA_UPDATE_EVENT: CallID=9711.0(d) CallType=CALLTYPE_PREROUTE_ACD_IN

CTITest:
CTITest:
CTITest: lc
CallID OtherConn Periph Call Type State
9711.0(d) 30(s) 5003 PREROUTE_ACD_ CONFERENCED
9712.30(s) 0(d) 5003 CONSULT_CONFE Talking
CTITest:
CTITest:
CTITest:
CTITest:
CTITest:
CTITest: 10:35:56 Trace: CALL_HELD_EVENT: CallID=9711.30(s) HoldingDevice=(DEVICE)30
10:35:56 Trace: AGENT EVENT: ID:28280 HOLD Group:31 Priority:0 Reason:0
lc
CallID OtherConn Periph Call Type State
9711.0(d) 30(s) 5003 PREROUTE_ACD_ On Hold: CONFERENCED
9712.30(s) 0(d) 5003 CONSULT_CONFE Talking
CTITest: 10:36:08 Trace: CALL_CONNECTION_CLEARED_EVENT: CallID=9712.0(d) ReleasingDevice=(TRUNK)65
10:36:08 Trace: CALL_CONNECTION_CLEARED_EVENT: CallID=9712.30(s) ReleasingDevice=(DEVICE)30
10:36:08 Trace: CALL_CONNECTION_CLEARED_EVENT: CallID=9712.0(d) ReleasingDevice=(TRUNK)65
10:36:08 Trace: CALL_CLEARED_EVENT: CallID=9712.(s)
10:36:08 Trace: CALL_DATA_UPDATE_EVENT: CallID=9712.30(s) CallType=CALLTYPE_CONSULT_CONFERENCE
10:36:08 Trace: END_CALL_EVENT: CallID=9712.30(s)

CTITest:
CTITest: lc
CallID OtherConn Periph Call Type State
9711.0(d) 30(s) 5003 PREROUTE_ACD_ On Hold: CONFERENCED
CTITest:
CTITest: 10:36:12 Trace: CALL_RETREIVED_EVENT: CallID=9711.30(s) RetrievingDevice=(DEVICE)30
10:36:12 Trace: AGENT EVENT: ID:28280 TALKING Group:31 Priority:0 Reason:0

CTITest:
CTITest: lc
CallID OtherConn Periph Call Type State
9711.0(d) 30(s) 5003 PREROUTE_ACD_ CONFERENCED
CTITest:

Subject: Re: Aspect Conference - release party C and resuming party A
Replied by: David Lender on 07-10-2008 02:04:41 PM
If you open a Developer Services case I can create an enhancement
request to support this feature (ability to release 1 party of a
conference for Aspect).
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