Archive for the ‘TSAPI’ Category

AutoBridge 1.1.2 Released

Posted: August 1, 2020 in News, TSAPI

AutoBridge 1.1.2 just released, this version has the following updates:

1. Add application and user token for API access management.
2. Add APIs for the AutoBridgeSupervisor tool, extension and bridge can be configured by the tool.

The following is the screen dump of the AutoBridgeSupervisor, you can use the tool to add extensions and bridge mappings.

CallAnalytics 2.0.10 Released

Posted: July 27, 2020 in News, TSAPI

CallAnalytics 2.0.10 just released, this version has the following updates.

1. Implement local scope of locking for agent object during update its members.
2. Fixed CallAnalyticsLight hang when switching different functions in the main tab.
3. Fixed VDN report that contains invalid AWT and LWT figures.
4. Fixed program hang during deletion of report when the report is running.
5. The sequence of locking changed for class CCallInfo, CMovingAvg, CIntervalStat to prevent daedlock.
6. Fixed incorrect state of SplitSkillStatus report if relevant VDN is not monitored.
7. Improve performance by using bulk AES query. The split check, regular agent query and splitskillstatus reports are all benefit by this improvement.

AutoBridge 1.1.1 Released

Posted: July 25, 2020 in News, TSAPI

AutoBridge 1.1.1 just released, this version has the following updates:

1. Support auto answer for call center stations.
2. Support backup destination when the first destination is not reachable.

CallAnalyticsLight

Posted: July 19, 2020 in News, TSAPI

CallAnalyticsLight is a visual notification software for Avaya call center. The software is integrated with a USB lighting device and showing critical situation by turning on the lighting device and changing the color to YELLOW or RED when the number of monitoring object such as waiting calls, the longest waiting time or the usage of trunk exceeded threshold value. The software is designed for the CallAnalytics, it requires CallAnalytics which gets the real time data from Avaya AES. The CallAnalyticsLight provides the following features:

  • Display Trunk, VDN, Queue, VDN Call, Agent, Extension, ACD, Abandon and ShortCall reports
  • Visual notification of monitoring objects such as the number of waiting calls, the longest waiting time or the usage of trunk

Supported USB lighting device

  • Embrava
    • Blynclight PLUS
    • Blynclight Mini
  • Plenom
    • Kuando BUSYLIGHT UC Omega
    • Kuando BUSYLIGHT UC Alpha

Sample Screen Dumps

ctiSVR 1.2.13 Released

Posted: May 3, 2020 in News, TSAPI

ctiSVR 1.2.13 just released, this version has the following updates:

1. Supports auto answer for One-X Communicator.
2. Supports pending mode for setAgentState API.

Dialer Solution for Avaya

Posted: April 25, 2020 in TSAPI

Introduction

The UPINGET dialer is a simple dialer solution developed for the Avaya contact center environment. It supports various dialing methods such as Reactive, Preview and Reminder algorithms. It can integrate with various dialing agent (technology), currently it supports dialing using basic and advanced TSAPI. When using the basic TSAPI dialing agent, phantom device is used to make call. TSAPI advanced API is used if your AE Server supports advanced TSAPI and answering machine detection is supported when your Avaya CM Outbound Call Management software license is enabled.

In the future version of the dialer software, the following features will be developed and supported:

  • Predictive Dialing Method
  • Integration with hardware cards for higher accuracy rate of detection of answering machines

Windows Installation

  • License key is required for the dialer to work properly, please contact service@upinget.com for a trial license.
  • Download the TSAPI client for Windows 32-bit from Avaya web site, it contains the library files. DevConnect registration is required before you can access the download page.
  • Download the updialer.zip file from here.
  • Follow the installation steps below to install the software.
    • Extract all the files into directory c:\program files\updialer
    • Open Windows Command Prompt, enter the following commands to register the program as Windows Service
      • cd c:\program files\updialer
      • updialer -i
    • Open ODBC Setting, create a System DSN called UPDIALERCFG for Microsoft Access Driver and point to updialer.mdb which is located in the directory c:\program files\updialer
    • Open the Access file, edit the value of parameters dl_tlink_01 and dl_tlink_02 to the TLINK of your AES servers in the tParameter table
    • To create a dialer database in MySQL or MSSQL, load the database script updialer_MySQL.sql or updialer_MSSQL.sql to create the tables.
    • Create another ODBC System DSN called UPDIALERDBCFG and point to the newly created database.
    • Edit the parameter dl_sqltype in tPrameter table of the updialer.mdb file, enter the value mysql for MySQL database or enter mssql for MSSQL database.
    • Edit the parameter dl_dbdsn and assign the value UPDIALERDBCFG, the dialer will connect to your dialer database for creation and control of dialer jobs.
    • Edit the parameters dl_dbusername and dl_dbpasswd, make sure the value of the dl_dbpasswd is encrypted password. You can generate encrypted password using the utility called encryptpasswd.exe.
    • Start the Windows Service updialer
    • Telnet to localhost and port number 14023, enter username tcpgate and password tcpgate01 to access the program console
    • Enter the following command to add job vdn
      • add vdn 60001
    • Enter the following command to add phantom device
      • add phantom 50001
    • Enter the following command in the program console, you will receive debug information
      • trace on asc
    • Enter the following command in the program console, you will get the help message
      • help
    • To support passing of user data between applications, please install uuiSVR. Then modify the dl_uuisvr parameter to have the IP address and port number of the uuiSVR. For example, the parameter value 10.10.1.2,5100 which the uuiSVR installed on server 10.10.1.2 and listening on port number 5100.
    • The following is for installation of uuiSVR
      • Open Windows Command Prompt, enter the following commands to register the program as Windows Service
        • cd c:\program files\updialer
        • uuiSVR -i
      • Open ODBC Setting, create System DSN called UUISVRCFG for Microsoft Access Driver and point to uuiSVR.mdb which is located in the directory c:\program files\updialer
      • Start the service uuiSVR

DialeSupervisor

DialerSupervisor is a tool for call center supervisor to create outbound jobs and control the the status of these jobs. To create an outbound job is easy, simply click the New button and fill the job information required and then click the Save button, a new job will be created.

Once a job is created, you can set its status to Start, Pause or Stop state. The dialer on the server side will change the status accordingly.

You can edit an outbound job details and save the changes when the job status in Stopped state. You can delete an outbound job only if the job status also in Stopped state

The DialerSupervisor supports import of calling records from CSV file or database connection. For CSV data import, first select the CSV file and then have the fields mapping setup correctly, the data will be inserted to the dialer by API or database connection directly.

For database data import, first select the customer database DSN, provide the username and password and then have the fields mapping setup correctly, the data will be inserted to the dialer by API or database connection directly.

REST API

To enable the REST interface for API integration, enter the following commands to add the listening port and the required token

  • add tcp 9091 * * custom dlrest
  • add token API

To check the newly created token, enter the following command

  • disp token

List Job

  • http://IP:PORT/listjobs?payload=json&token=W8IJ5CncYZDQmhIW

Start Job

  • http://IP:PORT/startjob?jobname=MyJob&payload=json&token=W8IJ5CncYZDQmhIW

Pause Job

  • http://IP:PORT/pausejob?jobname=MyJob&payload=json&token=W8IJ5CncYZDQmhIW

Stop Job

  • http://IP:PORT/stopjob?jobname=MyJob&payload=json&token=W8IJ5CncYZDQmhIW

Delete Job

  • http://IP:PORT/deletejob?jobname=MyJob&payload=json&token=W8IJ5CncYZDQmhIW

Add Job

  • http://IP:PORT/addjob?jobname=MyJob&jobcode=A01&dialingmethod=preview&dialingagent=phantom&detection=false&prefix=9&vdn=11427&split=82946&contactinterval=900&maxchannel=0&&maxring=10&maxretry=5&maxabandonrate=3&"campaignstart=540&campaignstop=1080&saturdaystart=540&saturdaystop=1080&sundaystart=540&sundaystop=1080&description=MyDescription&payload=json&token=W8IJ5CncYZDQmhIW

Update Job

  • http://IP:PORT/updatejob?jobname=MyJob&detection=false&prefix=9&vdn=11427&split=82946&contactinterval=900&maxchannel=0&&maxring=10&maxretry=5&maxabandonrate=3&"campaignstart=540&campaignstop=1080&saturdaystart=540&saturdaystop=1080&sundaystart=540&sundaystop=1080&description=MyDescription&payload=json&token=W8IJ5CncYZDQmhIW

Add Call Item

  • HTTP POST method with payload JSON data
  • http://IP:PORT/addcallitems?jobname=MyJob&payload=json&token=W8IJ5CncYZDQmhIW
    {
    "jobname: "MyJob",
    "contactno": "12345678",
    "contactnohome": "12345678",
    "contactnooffice": "12345678",
    "contactnomobile": "12345678",
    "customerid": "001",
    "customertype": "Premium",
    "customerlang": "ENG",
    "customersex": "M",
    "customerincome": "High",
    "customertitle": "Manager"
    }
    
    

Splunk Integration using HTTP Event Collector 

  • Follow this guide to enable HTTP Event Collector in Splunk
  • Create a token specific for UPDialer application, copy the token after its creation, it is suggested to create a token for each specific application and link the token to it’s index
  • Update the parameter dl_splunkhectoken using the newly created token
    • update parameter dl_splunkhectoken new_created_token
  • Update the parameter dl_splunkhecurl using your site specific Splunk url
  • Update the parameter dl_splunkprotocol to use HTTP Event Collector
    • update parameter dl_splunkprotocol hec 
  • Update the parameter dl_splunkhecchannel using the newly create token
    • update parameter dl_splunkhecchannel new_created_token
  • Update the parameter dl_splunkdataformat to use JSON format
    • update parameter dl_splunkdataformat json 
  • Reload the configuration
    • reload
  • If insert to Splunk failure, the data will be written to a local file called dlsplunk_err.txt. You can upload the data to Splunk manually using curl command

Limitation

  • The dialer is designed for ANSI environment, currently UNICODE is not supported.

ctiSVR now supports auto answer for One-X Communicator. You can use the ctiSVR Web Softphone to login ACD and change the agent work mode with reason code. You can replace most of the One-X Agent software features by the One-X Communicator and the ctiSVR Web Softphone. If you are interested, please contact service@upinget.com for a trial license.

AutoBridge 1.1.0 Released

Posted: February 23, 2020 in News, TSAPI

AutoBridge 1.1.0 just released, this version has the following updates:

1. Supports website AutoBridge softphone  which allows agents to login/logoff ACD and performs simple state manipulation, call control over the web.
2. Supports REST and WebSocket interfaces for application/CRM integration.

About AutoBridge Softphone

The AutoBridge Softphone enables agents to login or logoff ACD using browser from their home/company provided computer. Also, it provides call control functions for agents to communicate with their customers and the support departments over the Avaya trunks and company numbers.

Login/Logoff 

After enter the valid agent id, password and press the Login button, the AutoBridge selects one available station from the pool and performs the ACD login for the agent. The default work mode of the login is AUX state. Agent can change his state to Auto, Manual, ACW or AUX mode. For the AUX mode, agent can also specify AUX reason by select the reason description from drop down Reason Code menu. If agent press the Logout button, the AutoBridge then logoff the agent from ACD and release the station to the pool.

Call Control 

Since the AutoBridge connects the agent station and agent’s mobile/SIP phone by conference call, it can only provide limited call control functions for the agent. If the agent is engaging in a call, he/she can blind transfer/conference by clicking the Transfer or Conference button after he/she enters the telephone number or selects the speed dial number from the drop down Speed Dial menu. If the agent is not engaging in a call, he/she can make call to a customer by entering the telephone number and click the Call button. He can drop the call by clicking the Hangup button after conversation is finished.

ctiSVR Web Softphone

Posted: February 16, 2020 in News, TSAPI

Web Softphone is supported by ctiSVR now! The softphone is crated simply by a PHP page and uses WebSocket to communicate with ctiSVR. If you have CRM application, you can include this page and customize it as CTI application. Have Fun!

ctiSVR 1.2.12 Released

Posted: January 30, 2020 in News, TSAPI

ctiSVR 1.2.12 just released, this version has the following updates:

1. Supports new API makecallbackcall() which enables Twilio call back using Avaya system.
2. Add country code treatment by parameter ivr_calltocountrytreatment_xx, treatments replace, remove and retain are supported.
3. The calltoui.exe remove dependency on screenpop.ocx and cticlient.ocx.