Remote Service Observe

[oldfonedude]

There seemd to be an issue when using VDN->vector using vrt via incoming trunks to remote monitor agents who are using an ASAI link for third party call control. As soon as an agent, who is being remote service observed, places their call on hold, third party call control stops because the third party application thinks the real call has ended.

Avaya ASAI documentation states that service observe via station is supported with ASAI, but it is not clear if it will work when the observer is not a station.

Any thoughts on getting around this???

 

[Cti4all]

CM temporarily drops observers when a call is placed on hold, which is also a step in the conference/transfer process.

The ASAI application gets a cause value indicating the drop is due to service observer being dropped, rather than a call end cause value.

The application must be aware of this and not abort, but keep the monitor alive on the call or device. CM will reconnect the observer when the call is picked up from hold. But, if the app thinks the call has ended and sends a drop request to CM, it will not be rejoined to the call when taken off hold as it has told CM to remove it from the party list.

 

[oldfonedude]

I am aware of the messaging involved when an agent is SO, i.e., award and disconnect of SO connection. The real issue is that the ASAI/CTI link messaging sends ##### as the connected device when a trunk is doing SO. This is seen via MST trace as the SO connection is awarded and disconnected.

I guess to further define the question could be is there a way around getting ##### sent when the SO device is a trunk?

Thanks for your response!!!