JTAPI CallCenter SDK

[avc930146307620]

Strangely, it looks like JTAPI does not have call ids. We are more interested in monitoring calls, not the agents, and we'd like to collect as much CDRs as possible. Having a way to identify calls would be very useful...

[avc861193901584]

You will need to do a bit of digging if you want to get any information that is not exposed in the standard JTAPI interfaces.

Something like this would work:

javax.telephony.Call call; // get this from the event
if (call instanceof LucentV5CallInfo) {
LucentV5CallInfo lucentV5CallInfo = (LucentV5CallInfo) call;
this.ucid = null;
try {
if (ucid == null && call.getState() != Call.INVALID) {
ucid = lucentV5CallInfo.getUCID();
}
} catch (TsapiPlatformException e) {
}
}

If you don't need the information in real-time and the customer has an Avaya CMS, there's an addon called ECH (external call history) that writes a CSV to a sftp server of every single call that it monitors.

[avc930146307620]

Adam, thank you.

It looks like a lot of useful info can be extracted from the TS implementation classes in addition to the call ids.
There are in fact two "call ids", one is called just call id, and it's usually a number < 10000, another one is called ucid and it's a long string.
What's the difference between them? Is the call id is local in some sense, and the ucid is the universal one?

The ECH you suggest can be very useful. We'll try it if it turns out that some CDR-related info we need cannot be obtained via JTAPI, but so far so good.
BTW, how long can be the delay between the real call end time and the time when the ECH info is available?

[avc861193901584]

Yes, one of them is the TSAPI call ID (the call ID for events in the TSAPI session) and the other is the UCID. The UCID is guaranteed to be unique in an environment with multiple (properly configured) Communication Managers by including a node ID and epoch timestamp in addition to the TSAPI id.
TSAPI ids can be reused for different calls and change as the call gets transferred, UCIDs will never be reused for different calls and can remain the same value as calls get transferred.


It depends on how busy the system is, but if I remember correctly, ECH is usually sent within 5 minutes of the call segment completing.