User interface configuration

The Desktop Connect window can be displayed by setting the ShowScreen parameter to Y in the GeoPDI section of the Desktop Connect Configuration Settings file.

[GeoPDI]

ConfigURL=http://configserver/GeoPDI/Config

ShowScreen=Y

StayOnTop=Y

PosX=100

PosY=100

ShowInfo=Y

ShowTimer=y

MinHeight=3

The minimum height of the window can be changed to increase the size of the window using the MinHeight parameter.

The last position of the window is stored in the PosX and PosY parameters in the Desktop Connect Configuration Settings file

The elements displayed in the Desktop Connect are shown below.

The menu provides the options to exit the application and selecting whether to keep the Desktop Connect window on top. When exit is selected, the Desktop Connect application will close and the integration between PCAgent and the desktop integration will be disabled. Desktop Connect can be re-started without closing PCAgent and the integration will occur on the next call.

It should be noted that any changes in the Desktop Connect Configuration Settings file will only take effect when Desktop Connect is next started therefore when prototyping the integration, the Configuration Settings file can be changed whilst Desktop Connect and PCAgent are running. To implement the changes, Desktop Connect should be simply stopped using the Menu and restarted.

The initial setting of whether the screen stays on top is set in the StayOnTop parameter in the GeoPDI section of the Desktop Connect Configuration Settings file.

[GeoPDI]

ConfigUrl=http://configserver/GeoPDI/Config

ShowScreen=Y

StayOnTop=Y

PosX=167

PosY=579

ShowInfo=Y

ShowTimer=y

MinHeight=3

Maximized Window

Desktop Connect Express allows user to run the application in Maximized windows form state mode, this setting is controlled by the AllowMaximize parameter

[GeoPDI]

ConfigUrl=http://configserver/GeoPDI/Config

ShowScreen=Y

StayOnTop=N

AllowMaximize = Y

PosX=167

PosY=579

ShowInfo=Y

ShowTimer=y

MinHeight=3

Maximize note

Please note that if the StayOnTop parameter is turned on (set to Y), then the application will stay on top even in maximized window state, overlapping all other application, disabling switching between applications

Information Message Window

The Information Message Window displays the information message. To display the Information Message window set the ShowInfo parameter in the Desktop Connect Configuration Settings file to Y.

[GeoPDI]

ConfigUrl=http://configserver/GeoPDI/Config

ShowScreen=Y

StayOnTop=Y

PosX=16785

PosY=5790

ShowInfo=Y

ShowTimer=y

Information Message

The Information Message to be displayed in the Information Message Window can be configured for each rule - see section Rules

Notification Message

The Notification Message to be displayed on the toaster popup can be configured for each rule - see section Rules.

To enable and configuring the notification window is done within the Notification section

Call Timer

The call timer starts when a new screen is ‘popped’ in PCAgent. The timer will change from green to yellow to red and then to flashing red based. The time of each transition is controlled by the Threshold settings. The call timer is set by the ShowTimer parameter and the three thresholds are set within each rule using the Threshold1,Threshold2 and Threshold3 parameters in the Desktop Connect Configuration File. Furthermore, to reset the counter for each call, the ResetAfter parameter must be set to Y.

[GeoPDI]

ConfigUrl=http://configserver/GeoPDI/Config

ShowScreen=Y

StayOnTop=Y

PosX=167

PosY=579

ShowInfo=Y

ShowTimer=y

MinHeight=3

[Rule1]

'Fieldx is the name of the field that is required

'Valuex is the required value, if empty the field must contain a value

Field1=SCREENPOP

Value1=XX

InfoMessage=Debt3 (Rule1)

Threshold1=240

Threshold2=300

Threshold3=360

ResetAfter=yes

Buttons

Buttons are defined for each rule – see section Actions

Popup actions are defined for each rule – see section Actions

Close Window

When the Desktop Connect Window is closed, the Desktop Connect application will continue to run in the background and is displayed in the Windows Sys Tray. To display the Desktop Connect Window again, double click on the Desktop Connect application in the Windows Sys Tray.

StartUp section

The startup section is a special type of Rules, it contains actions that are to be executed once, upon startup. This section is need if the Desktop Connect application needs to start other applications, such as the PC Agent or the companies CRM client.

[StartUp]

PopupType1 = EXECUTE

PopupWait1 = 100

PopupApplication1 = Notepad

PopupAction1 = notepad.exe

PopupFront1 = Y

PopupType2 = EXECUTE

PopupWait2 = 100

PopupApplication2 = Proactive Contact Agent

PopupAction2 = C:\Program Files (x86)\Avaya\Proactive Contact 4.0\Agent\PDSAgent.exe

PopupFront2 = Y

Default section

The default section is a special type of Rules, contains buttons and actions that are visualized/executed when none of the other rules can be applied.

[Default]

InfoMessage = Welcome to the Avaya Dialler

ButtonName1 = Toggle

ButtonType1 = TOGGLE

ButtonApplication1 = Proactive Contact Agent

ButtonAction1 = Untitled - Notepad

ButtonName2 = Rule1

ButtonType2 = RULE

ButtonApplication2 = 

ButtonAction2 = Rule1

ButtonName3 = ScreenP D3

ButtonType3 = DEBUG

ButtonApplication3 = 

ButtonAction3 = DNIS,633312345678

Terminate section

The terminate section is a special type of Rules, contains buttons and actions that are visualized/executed when the call is terminated.

[Terminate]

Extension1 = SampleExtension 

ButtonName1 = Toggle

ButtonType1 = TOGGLE

ButtonApplication1 = Proactive Contact Agent

ButtonAction1 = Untitled - Notepad

Notification section

The notification section enables and configures a toaster popup that is presented to the user when the application is minimized.

Messages displayed on the notification window can include from simple text messages to hyperlinks.

[Notification]

Enabled = Y 

Icon = c:\Images\Companybrand.png

Delay = 3000

AnimationInterval = 10

AnimationDuration = 1000 

Scroll = Y

IconPadding = 10

The following show a sample toaster popup when a rule is executed

Rule section

This section is desicribed under Rules page

PluginList section

The PluginList section contains the list of the plugins to be loaded. This section only contains the name of the plugin and the configuration section, every plugin needs to assign the following parameters in their own section.

AssemblyFileName = C:\Program Files\Custom\MyPlugin.dll

PluginType = MyPluginNamespace.MyPluginTypeName

The AssemblyFileName *parameters points to the DLL or EXE containing the plugin and the *PluginType is the type of the plugin (object) to be loaded (including namespace).

e.g.

[PluginList]

CallBack = Callback

[Callback]

AssemblyFileName = E:\Projects\Uk.CCT.Sykes\source\GeoDialerCCEPlugin\GeoDialerPlugin\bin\Debug\CCECallBackManagerPlugin.dll

PluginType = CCECBMPlugin.Plugin

Layout = Minimal

AlertingDuration = 3000

ExtensionList section

The ExtensionList section contains the list of the extension to be loaded. This section only contains the name of the extension and the configuration section, every extension needs to assign the following parameters in their own section.

AssemblyFileName = C:\Program Files\Custom\MyExtension.dll

PluginType = MyPluginNamespace.MyExtensionTypeName

The AssemblyFileName *parameters points to the DLL or EXE containing the extension and the *ExtensionType is the type of the plugin (object) to be loaded (including namespace).

e.g.

[ExtensionList]

Sample = SampleExtension

[SampleExtension]

AssemblyFileName = DCXExtensionSample.dll

PluginType = DCXExtensionSample.ExtSample

*
*

Translation section

The GduTranslation section contains the translation logic that needs to be applied to call attached data, for more information please see section D Data store integration

Logging

Logging is turned on by default, the log files are created in the [Desktop Connect install directory]\logs directory, and has the following format: DesktopConnect_[username].log This will provide event information that will assist debugging any integration. .

Inbound services

This feature enables inbound call integration, allows for station observing and incoming call information processing, it is not required when only integrating with Avaya PCAgent. To enable Desktop Connect to service observe incoming calls a valid CSTA telephony link needs to be provided with a valid CT user on the AES publishing the CSTA link (TLink, TUser, TPassword):

[GeoPDI]

ShowScreen=Y

StayOnTop=Y

PosX=167

PosY=579

ShowInfo=Y

ShowTimer=y

WebPlugin=Y

WebPluginPort=8072

WebPluginPath=\h\

TLink = AVAYA#GEOCM8300#CSTA#AES4

TUser = CTUser

TPassword = CSTUserpassword

UUIStructure =

UUISeparator =

Extension =

CollectVDN = 556112

The service observed extension can be specified in the configuration under the [GeoPDI] section, if this is omitted than the application will prompt for an extension, please note that only stations can be monitored.

Desktop Connect also support collected digit delivery, the VDN where the digits are collected needs to be specified under the CollectVDN parameter in the [GeoPDI] section. E.g.

VDN 556111

       collect digit 4 hearing music

       route to vdn 2

VDN 556112

       queue to skill 1 priority medium

In the above scenario the second VDN (556112) needs to be administered under the CollectVDN parameter in order for the collected digits to be delivered to the service observed station.

Incoming call information will be sent for processing, information consist of:

  • ALERTING
  • DNIS (Dialed Number Identification Service)
  • ANI (Automated Number Identification)
  • CALLID
  • LASTREDID (Last Redirected Device Id)
  • UCID(Universal Call Id)
  • COLLECTVDN (Collecting VDN)
  • DIGITS (Collected digits)
  • Content of the UUI information(e.g. UUI=SCREENPOP,D3{#}ACCOUNTID,333222)

Because the UUI field can contain maximum of 96 characters the UUIStructure, UUISeparator was introduced, where the user can administer the order and the field names, allowing for the UUI field to contain only field values.

e.g.

UUIStructure=SCREENPOP|ACCOUNTID|TITLE|LASTNAME|FIRSTNAME

UUISeparator=|
then in the UUI field only the values should be passed,

UUI=D3|33322||Doe|John (in this example the TITLE is missing)

Web Service HTTP Requests (Optional)

This feature is not required when only integrating with Avaya PCAgent. This is an additional feature that enables web service http application integration. To configure Desktop Connect to receive web service http requests as well as or in place of the PCAgent DDE integration, this can be enabled by setting the WebPlugin parameter to “Y” and configuring the Listening Port (WebPluginPort) and required path (WebPluginPath) to the required settings:

[GeoPDI]

ShowScreen=Y

*
*

StayOnTop=Y

PosX=167

PosY=579

ShowInfo=Y

ShowTimer=y

WebPlugin=Y

WebPluginPort=8072

WebPluginPath=\h\

For more information on web request please see section Web service integration

Sorry, your browser does not support inline SVG. article updatedarticle updated6/23/2020 9:06:57 AM (UTC)6/23/2020 9:06:57 AM (UTC)