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.