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Microsoft Dynamics CRM (Archived)

USD - Cti "CallNewCallEvent" is being triggered multiple times

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Posted on by MRVIX 1,258

Does anyone experienced integrating Unified Service Desk with Avaya?

We're having an issue where in the Cti "CallNewCallEvent" is being triggered multiple times (the number of times is inconsistent: 0-3).

Desired Output:

- When there is an incoming call(call is not yet answered;alerting/ringing), a new USD session will open with CRM records that matches the CTI Search.

Here's what is happening:

1- In USD, we're posting to the http:localhost:5000 url to trigger ScreenPopReuested event to trigger Windows Navigation Rule with the USD Component: CTI Desktop Manager: GenericListener

2- When there is an incoming call(not yet answered), new USD session will open. However, the 'CallNewEvent' where the posting to the localhost:5000 resides is being triggered multiple times. This causes USD to open multiple tabs in one single incoming call alert.

Any thoughts on what is the reason why this happen?

Should we expect this behavior that CallNewEvent is triggered multiple times?

Thanks in advance!

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  • Suggested answer
    Kaustubh Hegde Profile Picture
    Kaustubh Hegde 330 on at
    RE: USD - Cti "CallNewCallEvent" is being triggered multiple times

    CallNewCallEvent should ideally trigger only once, can you please check in case the event is registered multiple times by chance

    ?

  • Kaustubh Hegde Profile Picture
    Kaustubh Hegde 330 on at
    RE: USD - Cti "CallNewCallEvent" is being triggered multiple times

    1. Decide on which version of Avaya you want to work on

    2. Download the version of that particular Avaya dll

    3. Go throught the Avaya dll documentation, it has all the events required to make CTI actions

    4. Create a USD CTI solution with the architecture of BaseCTIConnector, CTI DesktopManager, CTI UI Controls and CTI State Manager

    5. Create a seperate Avaya controller, include the avaya dll into it

    6. Write code for all the CTI actions in the controller using the documentation.

    7. Call the respective action on click of buttons from UI

  • ANISH Profile Picture
    ANISH 95 on at
    RE: USD - Cti "CallNewCallEvent" is being triggered multiple times

    Hello Marjorie,

    I also need to develop the same. How to do that , Can you please help me with some guide or some basic information.

    Do I need [AVAYA ONE X Agent] for this ? It is not possible through [Avaya OneX Communicator] ?

    I need to connect Avaya with CRM through USD, please help if possible.

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