Unified Communications

Hello All,

I am having an issue with CC Elite and agents using One-X Communicator. Please note that this is a redundancy in case the AACC fails.  We are currently installing an Aura 8 solution and have found the following issue during acceptance testing. 
When a call comes in and hits a Vector which sends the call to an agent, the display on the One-X agent softphone only has the Caller ID, but we also need to see the called number. We need both as our agents will need to manually input the called number into our screen pop application to get the correct script to read. 
Has anyone been able to get the called number on the One-X softphone screen? We do not care about the Caller ID as much as the incoming target. Any guidance would be greatly appreciated.

------------------------------
Richard Browne Jr
Senior Telecommunications Engineer
MAP Communications
Chesapeake VA
------------------------------

Richard,
Do you mean one-x Agent, rather than communicator?  Communicator won't allow you to use it for agents.  One-X Agent does have it's own screen pop capability that you might be able to use rather than manually transcribing.

------------------------------
Tom Lynn
Forum Moderator
Principal Engineer
Nordstrom, Inc.
Seattle
------------------------------

Original Message:
Sent: 09-11-2020 01:45 PM
From: Richard Browne Jr
Subject: CC Elite and One-X agent

Hello All,

I am having an issue with CC Elite and agents using One-X Communicator. Please note that this is a redundancy in case the AACC fails.  We are currently installing an Aura 8 solution and have found the following issue during acceptance testing.
When a call comes in and hits a Vector which sends the call to an agent, the display on the One-X agent softphone only has the Caller ID, but we also need to see the called number. We need both as our agents will need to manually input the called number into our screen pop application to get the correct script to read.
Has anyone been able to get the called number on the One-X softphone screen? We do not care about the Caller ID as much as the incoming target. Any guidance would be greatly appreciated.

------------------------------
Richard Browne Jr
Senior Telecommunications Engineer
MAP Communications
Chesapeake VA
------------------------------

HI Tom,

Yes, I did mean One-X agent. We have been testing the various softphones that Avaya has and have been finding issues with compatibility with our applications. For the Screen Pop we have a custom in house application, which we have been trying to integrate with the CC Elite. We have been told about the APIs and our development team is looking at them. Since this would only be for a Disaster Recovery scenario, we just need a few basics.

Thanks for the reply.

------------------------------
Richard Browne Jr
Senior Telecommunications Engineer
MAP Communications
Chesapeake VA
------------------------------

Original Message:
Sent: 09-17-2020 12:45 AM
From: Tom Lynn
Subject: CC Elite and One-X agent

Richard,
Do you mean one-x Agent, rather than communicator?  Communicator won't allow you to use it for agents.  One-X Agent does have it's own screen pop capability that you might be able to use rather than manually transcribing.

------------------------------
Tom Lynn
Forum Moderator
Principal Engineer
Nordstrom, Inc.
Seattle

Original Message:
Sent: 09-11-2020 01:45 PM
From: Richard Browne Jr
Subject: CC Elite and One-X agent

Hello All,

I am having an issue with CC Elite and agents using One-X Communicator. Please note that this is a redundancy in case the AACC fails.  We are currently installing an Aura 8 solution and have found the following issue during acceptance testing.
When a call comes in and hits a Vector which sends the call to an agent, the display on the One-X agent softphone only has the Caller ID, but we also need to see the called number. We need both as our agents will need to manually input the called number into our screen pop application to get the correct script to read.
Has anyone been able to get the called number on the One-X softphone screen? We do not care about the Caller ID as much as the incoming target. Any guidance would be greatly appreciated.

------------------------------
Richard Browne Jr
Senior Telecommunications Engineer
MAP Communications
Chesapeake VA
------------------------------

Rich, Avyaa has a PSN published that says you may be able to improve things using a 9620 set type.

https://support.avaya.com/public/index?page=content&id=SOLN249751&group=UG_PUBLIC


------------------------------
Tom Lynn
Forum Moderator
Principal Engineer
Nordstrom, Inc.
Seattle
------------------------------

Original Message:
Sent: 09-18-2020 09:08 AM
From: Richard Browne Jr
Subject: CC Elite and One-X agent

HI Tom,

Yes, I did mean One-X agent. We have been testing the various softphones that Avaya has and have been finding issues with compatibility with our applications. For the Screen Pop we have a custom in house application, which we have been trying to integrate with the CC Elite. We have been told about the APIs and our development team is looking at them. Since this would only be for a Disaster Recovery scenario, we just need a few basics.

Thanks for the reply.

------------------------------
Richard Browne Jr
Senior Telecommunications Engineer
MAP Communications
Chesapeake VA

Original Message:
Sent: 09-17-2020 12:45 AM
From: Tom Lynn
Subject: CC Elite and One-X agent

Richard,
Do you mean one-x Agent, rather than communicator?  Communicator won't allow you to use it for agents.  One-X Agent does have it's own screen pop capability that you might be able to use rather than manually transcribing.

------------------------------
Tom Lynn
Forum Moderator
Principal Engineer
Nordstrom, Inc.
Seattle

Original Message:
Sent: 09-11-2020 01:45 PM
From: Richard Browne Jr
Subject: CC Elite and One-X agent

Hello All,

I am having an issue with CC Elite and agents using One-X Communicator. Please note that this is a redundancy in case the AACC fails.  We are currently installing an Aura 8 solution and have found the following issue during acceptance testing.
When a call comes in and hits a Vector which sends the call to an agent, the display on the One-X agent softphone only has the Caller ID, but we also need to see the called number. We need both as our agents will need to manually input the called number into our screen pop application to get the correct script to read.
Has anyone been able to get the called number on the One-X softphone screen? We do not care about the Caller ID as much as the incoming target. Any guidance would be greatly appreciated.

------------------------------
Richard Browne Jr
Senior Telecommunications Engineer
MAP Communications
Chesapeake VA
------------------------------

Tom, Thanks for finding that PSN. Unfortunately that did not work in the CM 8.1 environment. I will keep looking.

------------------------------
Richard Browne Jr
Senior Telecommunications Engineer
MAP Communications
Chesapeake VA
------------------------------

Original Message:
Sent: 09-18-2020 01:01 PM
From: Tom Lynn
Subject: CC Elite and One-X agent

Rich, Avyaa has a PSN published that says you may be able to improve things using a 9620 set type.

https://support.avaya.com/public/index?page=content&id=SOLN249751&group=UG_PUBLIC


------------------------------
Tom Lynn
Forum Moderator
Principal Engineer
Nordstrom, Inc.
Seattle

Original Message:
Sent: 09-18-2020 09:08 AM
From: Richard Browne Jr
Subject: CC Elite and One-X agent

HI Tom,

Yes, I did mean One-X agent. We have been testing the various softphones that Avaya has and have been finding issues with compatibility with our applications. For the Screen Pop we have a custom in house application, which we have been trying to integrate with the CC Elite. We have been told about the APIs and our development team is looking at them. Since this would only be for a Disaster Recovery scenario, we just need a few basics.

Thanks for the reply.

------------------------------
Richard Browne Jr
Senior Telecommunications Engineer
MAP Communications
Chesapeake VA

Original Message:
Sent: 09-17-2020 12:45 AM
From: Tom Lynn
Subject: CC Elite and One-X agent

Richard,
Do you mean one-x Agent, rather than communicator?  Communicator won't allow you to use it for agents.  One-X Agent does have it's own screen pop capability that you might be able to use rather than manually transcribing.

------------------------------
Tom Lynn
Forum Moderator
Principal Engineer
Nordstrom, Inc.
Seattle

Original Message:
Sent: 09-11-2020 01:45 PM
From: Richard Browne Jr
Subject: CC Elite and One-X agent

Hello All,

I am having an issue with CC Elite and agents using One-X Communicator. Please note that this is a redundancy in case the AACC fails.  We are currently installing an Aura 8 solution and have found the following issue during acceptance testing.
When a call comes in and hits a Vector which sends the call to an agent, the display on the One-X agent softphone only has the Caller ID, but we also need to see the called number. We need both as our agents will need to manually input the called number into our screen pop application to get the correct script to read.
Has anyone been able to get the called number on the One-X softphone screen? We do not care about the Caller ID as much as the incoming target. Any guidance would be greatly appreciated.

------------------------------
Richard Browne Jr
Senior Telecommunications Engineer
MAP Communications
Chesapeake VA
------------------------------