Created by: Richard Mudway on 08-01-2014 03:45:09 AM Hi,
I have been covereing the forum here as i am looking for a way to know when a call is in Queue. I may have found something in one of my previous posts, but i am also preparing to look for alternatives too. My TAPI (TSP) app is finished with the exception of a few tasks.
I have the following questions:
Can i use TAPI to capture messages from a Queue as if it were a normal TAPI device? Perhaps some specialised config in CUCM may allow this...
What alternatives do i have for receiving Queue messages?
Thanks!
Rich.
Subject: RE: Call in Queue Replied by: David Staudt on 08-01-2014 02:43:13 PM If you're referring to the 'native' call queuing mechanism built into UCM, then currently there is no API support for directly monitoring the queue hunt pilot DNs for events. While monitoring devices which are hunt/queue members, some information pertaining to the fact that the call is arriving from a queue is availalbe (at the device) - see the 'Call Queuing' section of the TAPI Developer Guide for details. If you are referring to queues managed by Cisco Unified Contact Center then I believe there are APIs available - please see the Contact Center API overview area: https://developer.cisco.com/site/tech/communication-collaboration/contact-center/overview.gsp
Subject: RE: Call in Queue Replied by: Richard Mudway on 09-01-2014 06:07:00 AM Hi David,
I am referring to any way that gets a Ring Event on a Queue or even an explicit Queued event. Other protocols i have experienced for other vendors have a least a Ring or a Queued message for a call going into Queue (Depending where you are monitoring).
I was going down the path of trying to use the "Call Queuing" as this seemed like the answer. I checked the "Call Queuing" section but i only found this in V9 of the Tapi Dev Guide and there are only a few of the Enums. I keep getting other numbers which are not listed and this does not help. Im quite surprised that i cannot find them, its like its not documented?
Anyway i believe that this is a moot point, because you say that those messages are available upon call arrival to a device that is a member of the hunt group. I need the Queue message as the call is going into queue.
With the last comment you made, are you hinting that there is more than one place a Queue could exist, such as in CUCM or UCCX? So i would have to be wary of this as well, as i would need to leverage a different API to monitor the Queue side of it.
I have looked at the CTIOS, but i think the disclaimer suggests that this SDK needs to be purchased and licensed. Does this sound correct to you or can you offer any extra info?
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