CM 7.0: AACC and Telstrat Edge recorder integration- Edge report shows CDN for CLI and not Calling Number

Doc ID    SOLN311513
Version:    1.0
Status:    Published
Published date:    23 Jun 2017
Author:   
welton
 

Details

CM 7.0.1 - incoming calls to SIP-based AACC show CDN on CM controlled H323 Agent deskphone -

Telstrat Engage Record also not getting correct CID shows the AACC CDN instead


 

Problem Clarification

CM/AACC integrated with Telstrat Engage recorder. There was no Calling number to the Engage report always shows the CDN.

Physical Telephone receiving AACC skillset call shows CDN and not the Calling Number

AACC AAAD client shows the Calling Number as the CLID.

Cause

The CTI interface to the AACC was not completed. The configuration was only mirroring the physical telephone.

Based on AACC's  "Call Redirection with Avaya Aura Contract Center Application Note", Section 12 Appendix F - ' CLID not appearing on Transfers'

In Avaya Aura® Contact Center the customer's Calling Line ID (CLID) is made available via the CTI application (i.e. AAAD). This can be used to drive screen pops or customer history lookups.

 If the agent is using a physical phoneset then a CLID is also available here. However  for contact center calls the CLID that is displayed on the agent's physical phoneset will be he CDN number that was used to queue the call, and not the customer's CLID. "

Solution

 

Required to complete the install using "Application notes for TelStrat Engage with Avaya Aura Communication Manager, Avaya Aura Application Enablement Services and Avaya Aura Contact Center using Single Step Conference"

Attachment Description

Application notes for TelStrat Engage with Avaya Aura Communication Manager, Avaya Aura Application Enablement Services and Avaya Aura Contact Center using Single Step Conference 

Attachment File

Devconnect Engage_CM_AACC.pdf
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