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CallsQNow for Service mapped to Avaya VDN

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Created by: Ammar Ahmed on 29-06-2010 05:53:02 PM
First of all sorry for the re-posting in a wrong forum.. but heck it is one of the most used forum and I need a bit of quick information. If David or any1 else could answer, I would really appreciate. Thanks.
 
 
We have a scenario where ICM Services are mapped to the
ACD (Avaya) VDNs. The CallsQNow is going to be used for load balancing.
My question is what does this value stand for in case of service which
is mapped to VDN on avaya?
 
If in the VDN associated
vector I do not queue the call to skills, will CallsQNow show any data?
Is this field being updated on calls landing at the VDNs only?

Subject: RE: New Message from Rodrigo Boavida in Computer Telephony Integration Obje
Replied by: David Lender on 06-07-2010 05:08:19 PM
You might want to look at the outbound dialer option of UCCE.

Subject: RE: CallsQNow for Service mapped to Avaya VDN
Replied by: Rodrigo Boavida on 06-07-2010 04:59:05 PM
Hi Ammar,
 
Sorry but I don't know the answer to your question. Instead I have a question myself!!
 
How does one pushes calls to a specific queue with CTIOS? My customer needs to create outbound calls from the web site to the IPCC into specific queues. I figure we would have to create something like ghost calls....
 
I am trying to find out this for some time and with no luck
 
Thanks in advance!!
 

Subject: RE: New Message from Rodrigo Boavida in Computer Telephony Integration Obje
Replied by: Rodrigo Boavida on 07-07-2010 02:52:46 PM
You might want to look at the outbound dialer option of UCCE.


Hi David,
 
Thanks for your answer. I'm not sure I follow you yet.
 
What I need is an API way of creating calls to be placed inside some queue in the IPCC. Then the call should be delivered to my CTI application that needs to consume the data context information of the call. These calls are not meant to be placed, are only meant to reuse the IPCC queue for business needs.
 
Thanks once again.
 
 
  

Subject: RE: New Message from Rodrigo Boavida in Computer Telephony Integration Obje
Replied by: Rodrigo Boavida on 07-07-2010 09:24:05 PM
 
Hi David,
 
In this scenario I need the agent to be only the receiver of calls.
 
I'll try to explain the objective:
 
What I need is an API way of creating virtual calls to be placed inside some queue in the ICM. Then the calls should be delivered to my CTI application that needs to consume the data context of the call and translate them to web chat requests based on the call context data.
We need a custom made web chat solution to reuse the ICM blended queue
 
Given this explanation, do you still recomend the outbound option of the UCCE? Or even the CVP IPIVR scripts?
Maybe another approach?
Could the CTI Server Protocol Message help us on this? I've also placed this question there but still with no results...
 
Thanks again

Subject: RE: New Message from Rodrigo Boavida in Computer Telephony Integration Obje
Replied by: David Lender on 07-07-2010 05:46:19 PM
Calls are delivered to an agent's instrument (or CTI port when using CVP
or IPIVR).   A contact (call or chat or web collaboration or email) has
a sender and a receiver.  In IPCC, the agent is one or the other.

I don't think I am understanding your application and why you are using
calls in the first place to queue the context data.  IPCC queues are for
agents handling the service or skill associated with that queue.

There is a makecall method of the agent object in the CTIOS Cils.  You
can place a call to a dialed number in ICM which corresponds to a skill
group (queue).  This ultimately creates a call between 2 agents, but I
dont think that is what you are wanting.   If you have questions on
using the CTIOS Cil, you can post them here.

The outbound option allows an external application to request calls via
a database which are placed to an external caller and then routed to an
agent.   For questions on using outbound, refer to the cisco product
forums on cisco.com

You can also create a call using CVP or IPIVR scripts.  That is  outside
the scope of CTIOS and questions along those lines should be directed to
the CVP forums.

David

Subject: RE: New Message from Rodrigo Boavida in Computer Telephony Integration Obje
Replied by: David Lender on 08-07-2010 02:29:55 AM
You could create an application that uses the IVR PG protocol which
specifies that to ICM that a new call has arrived at your application,
and you application  then uses the IVR PG protocol to receive from ICM
where to route the "call" or "chat request". 

Try posting your application requirements in the IVR PG tech center
forum.  CTIOS does not seem to be the right API for what you want to do.
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