Archive for the ‘TSAPI’ Category

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.

Twilio WhatsApp Using Avaya CallBack

Posted: December 10, 2019 in News, TSAPI

Introduction

Using Twilio WhatsApp API to create a chat application is easy and powerful. In some scenarios, we need to enable the contact center to callback a customer using company’s hotline number with specific skillset of agent who has login to Avaya. The UPINGET ctiSVR has REST API which can integrate Twilio with Avaya for that particular callback scenario.

When you programming your WhatsApp chat application using the Twilio Studio, you can add a HTTP Request Widget and enter the REQUEST URL and parameters as following to integrate the ctiSVR which implements the callback function on the Avaya platform.

    • http://server:port/makecallbackcall?
    • With parameters
      • extension=xxxxx
      • destination={{trigger.message.From}}
      • callto=true
      • payload=json
      • duration=5
      • ctiToken=xxxxxxxxxx
    • The extension can be vdn, hunt group extension, agent extension or agent id
    • The destination is the mobile number which triggers the WhatsApp messages
    • The callto=true parameter tells ctiSVR to parse the destination number by configuration rules
    • The payload=json parameter tells ctiSVR to return HTTP payload in JSON format
    • The duration=5 parameter tells ctiSVR must return result in 5 seconds because it is function requirement of the Twilio HTTP Request
    • The ctiToken=xxxxxxxxxx enhance the security of ctiSVR because ctiSVR only makes call by valid token
    • Output variables
      • widgets.MY_WIDGET_NAME.parsed.result
        • The possible result is success or error
      • widgets.MY_WIDGET_NAME.parsed.error
        • The error message of the HTTP Request when the result is error
      • widgets.MY_WIDGET_NAME.parsed.callid
        • The call id of the call
      • widgets.MY_WIDGET_NAME.parsed.ucid
        • The UCID of the call
      • widgets.MY_WIDGET_NAME.parsed.phantom
        • The phantom device which makes the call
      • widgets.MY_WIDGET_NAME.parsed.answering
        • The Avaya answering device which the call is connected
      • widgets.MY_WIDGET_NAME.parsed.destination
        • The destination number after parsed by the ctiSVR

Introduction

The AutoBridge enables Home Agent solution for Avaya contact center. The tool monitors a pool of Avaya extensions in the contact center, it bridges Avaya and Asterisk extension/Mobile phone together whenever any of the Avaya extension has incoming or outgoing call. This enables home agent who is work from home can operate his/her CRM application via a VPN connection and speak to his/her customer using an Internet SIP phone/Mobile phone.

If you are using SIP phone, this solution required SIP trunks setup between the Avaya and Asterisk. Home agent using SIP phone (a hard SIP phone is preferred for better voice quality and easy of control) to connect to the Asterisk over the Internet. When the home agent login to ACD using his/her CRM application, the AutoBridge knows which Asterisk extension to be bridged with the Avaya extension that the agent is engaging in a call. The AutoBridge protects your existing Avaya investment, no modification of your CTI or CRM is required to implement the Home Agent solution.

On the agent side, please enable Auto Answer on your Mobile phone or SIP phone in order to make the bridge connection much faster.

Benefits

  • Centralized management of agent side numbers
  • PSTN/Mobile number and Asterisk SIP phones are supported
  • License cost is much lower

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.

Windows Preparation and Password Encryption

  • An access MDB file which stored the CT username and password of AE server. For security reason, a tool called encryptpasswd.exe is provided to generate encrypted password for the installation and configuration of the software
  • Execute the program, generate the encrypted passwords for the CT user of AE server, then paste the encrypted password to parameter ab_tlink. For example, the encrypted password for “p@ssword” is “R3NIw1yJMLlnPFzEQtuh2A==”

Windows 64 bit System 

  • For 64 bit Windows system, please follow the steps below
    • Configure ODBC System DSN using 32 bit version of ODBC Admin tool.
      C:WindowsSysWOW64odbcad32.exe

Windows Installation  

  • Download the TSAPI client for Windows 32-bit from Avaya web site, it contains the library files. You need to register DevConnect before you can access the download page.
  • Download the AutoBridge zip file here.
  • Follow the steps below to install the software.
    • Extract all the files into directory c:\program files\autobridge
    • Open Windows Command Prompt, enter the following commands to register the program as Windows Service
      • cd c:\program files\autobridge
      • AutoBridge -i
    • Open ODBC Setting, create System DSN called AUTOBRIDGECFG for Microsoft Access Driver and point to autobridge.mdb which is located in the directory c:\program files\autobridge
    • Open the Access file, edit the value of parameters ab_tlink_01 and ab_tlink_02 to the TLINK of your AES servers in the tParameter table
    • Start the Windows Service AutoBridge
    • Telnet to localhost and port number 14022, enter username tcpgate and password tcpgate01 to access the program console
    • Enter the following command in the program console to add extensions
      • add extension 61101
      • Hint: 61101 is agent extension
    • Enter the following command in the program console to add ACD monitoring
      • add acd 51101
      • Hint: 51101 is ACD
    • Enter the following command in the program console to add phantom devices
      • add phantom 41101
      • Hint: 41101 is phantom device
    • Enter the following command in the program console to add mapping between Avaya and Asterisk extension
      • add autobridge 10001 4511001
      • Hint: 10001 is Avaya extension, 4511001 is dialing string from Avaya to the Asterisk extension
    • 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

RedHat/CentOS 6.x Installation Guide

  • centosredhat
  • The following is for RedHat/CentOS 6 32 bit and 64 bit only, other Linux distributions are not supported.
  • Avaya provides only 32 bit version of TSAPI SDK, the executable filename of AutoBridge is called “AutoBridge”.
  • Login as root and execute the following commands
  • Install the following packages for 64 bit OS
  • yum install libstdc++.i686 expat.i686 openssl.i686 unixODBC.i686 mysql-libs.i686
  • wget http://mirror.centos.org/centos/6/os/i386/Packages/mysql-connector-odbc-5.1.5r1144-7.el6.i686.rpm
  • rpm -ivh mysql-connector-odbc-5.1.5r1144-7.el6.i686.rpm
  • Download Avaya Aura AE Services 7.0 TSAPI Client for RHEL 6 from DevConnect
  • chmod +x tsapi-client-linux-7.0.0-131.bin
  • Execute the installation file tsapi-client-linux-7.0.0-131.bin
    • ./tsapi-client-linux-7.0.0-131.bin
  • Edit /usr/lib/tslibrc, change 127.0.0.1 to the IP address of your Avaya AES
  • Install the following packages for 32 bit and 64 bit OS
  • yum install mysql-server mysql
  • yum install mysql-connector-odbc unixODBC
  • Config and start MySQL
  • chkconfig mysqld on
  • service mysqld start
  • Create database and user
  • mysql -u root -p
  • > create database autobridge;
  • > create user 'tcpgate'@'localhost' identified by 'tcpgate';
  • > grant all on autobridge.* to 'tcpgate'@'localhost';
  • > flush privileges;
  • > quit
  • mysql -h localhost -u tcpgate -p autobridge < autobridge.sql
  • Copy the following to /etc/odbc.ini file
    • [AUTOBRIDGECFG]
      Description = MySQL connection to AutoBridge
      Driver = MySQL
      Server = localhost
      Port = 3306
      Database = autobridge
  • Create user and copy files
  • useradd autobridge
  • mkdir /usr/local/autobridge
  • cp AutoBridge /usr/local/autobridge
  • chmod +x /usr/local/autobridge/AutoBridge
  • chown -R autobridge.autobridge /usr/local/autobridge
  • mkdir -p /var/log/autobridge
  • chown -R autobridge.autobridge /var/log/autobridge
  • Auto start the daemon after server reboot
  • echo "rm /tmp/autobridge.log" >> /etc/rc.local
  • echo "su autobridge -c '/usr/local/autobridge/AutoBridge'" >> /etc/rc.local

CallAnalytics 2.0.9 Released

Posted: August 30, 2019 in News, TSAPI

CallAnalytics 2.0.9 just released, this version has the following updates.

1. Update the “origucid” field of callinfo object using the CSTA transfer event.
2. Update the “vdn” field for VDN callinfo object.
3. Add setuserdata REST API, the userdata, ucid or callid or uui as parameter.
4. The callinfo REST API supports hexucid as parameter. The hexucid can be HEX UUI sent to Asterisk in the SIP header.

ctiSVR Click to Call for SuiteCRM

Posted: January 12, 2019 in News, TSAPI

Introduction

A SuiteCRM module is developed to support Click to Call in SuiteCRM, this module is open source and the source code can be found in github.

Install SuiteCRM Click to Call Module 

  1. Download the module package from here
  2. Upload and install the module in SuiteCRM

Configure SuiteCRM Click to Call CTI

  • Administrator -> Admin -> SuiteCRM Click To Call -> Click to Call Configuration
  • Enter CTI IP Address and Port number of ctiSVR

Configure SuiteCRM User Extension 

  • User Profile -> SuiteCRM Click To Call -> CTI Extension
  • Enter the extension of the user

Click To Call  

Once the module is installed, a small telephone icon appeared next to any telephone number. Click on the telephone icon will trigger Click to Call feature of the module.