AACC 7.0 AAAD/Sip Desktop phone - Drop key not populated to drop last caller into conference

Doc ID    SOLN304448
Version:    2.0
Status:    Published
Published date:    10 Apr 2019
Created Date:    09 Feb 2017
Author:   
welton
 

Details

AAAD - "Drop" key not showing up on AAAD after setting up a conference call with an inbound skillset call.

Problem Clarification

Basic Call Flow- AAAD answers a Skillset call and attempts to conference in a Expert, Extension or another skillset. Conference is successful but the Drop key is not populated on the Desktop phone when a SIP phone is used.  When Desktop phone is used H323 for same call flow Drop key is populated.

If Agent uses the SIP Desktop phone to add callers to the conference the Drop key does appear and they are able to drop the last caller that joined the conference.

Cause

Design intent

Solution

Design intent- per description AACC Fundamentals and Planning AACC 6.4

 

Call Join support
Call Join allows an agent to conference together two previously unrelated voice calls. If an agent is active on a call and has one or two other unrelated calls on hold, Avaya Aura® Contact Center supports joining two calls together and adding parties to the conference until there are six parties live on the conference. Agents must use their desk phones to add and drop calls from the conference. The surviving call after a call join has taken place is the oldest call. Avaya Aura® Contact Center and Avaya Aura® Agent Desktop support Call Join. Avaya Aura® Contact Center agents using Avaya Aura® Agent Desktop with Proactive Outreach Manager (POM) do
not support Call Join.

Avaya Aura® Contact Center Release 6.4 supports Call Join when integrated with Avaya Aura® Unified Communications Release 6.2 or later.
Avaya Aura® Contact Center supports Call join only in SIP-enabled contact center solutions using Communication Manager.
Call Join is supported on Communication Manager agent stations with two or three call appearance lines. Call Join is supported out of the box; it does not require configuration.
For more information about Call Join, see Avaya Aura® Agent Desktop User Guide (44400-114).

 


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