Goal: Perform various AA actions with external applications as calls occur
Complexity: Low
Preconditions:

  • A ‘Support Service’ service (example name) exists in the system and is available in S4B
  • The Configuration is set as described in either scenario step 1 below.
  • Agent is logged in and Available for ‘Support Service’
  • AA is running

Using "Web Get Request"

#WHEREUSER ACTIONRESULTS / SYSTEM REACTION
1Webconfigurator > Agents > Startup Application > Type
  • Web Get Request startup application is configured for service with the following url: http://<IP adrdress>:8088/v1.0/services/count,
  • StartType: OnAnswerCall is selected
Settings are configured
2SfB External 

Customer Calls to "Support Service"

Service is called
3SfB Internal / Local Agent Machine with AAAgent Accepts call
  • The web request is executed on "call accepted"
  • AA log contains the details and result of the web request execution

Using "KSD Module"

#WHEREUSER ACTIONRESULTS / SYSTEM REACTION
1Webconfigurator > Agents > Startup Application > Type
  • KSD startup application is configured for service with valid User and Password values provided,
  • StartType: OnRing is selected
Settings are configured
2SfB External 

Customer Calls to "Support Service"

Service is called
3SfB Internal / Local Agent Machine with AAAgent Accepts call
  • KSD module is started on call ringed
  • AA log contains the detailed information about "KSD module start"

UCIDUC  LUCS Application 018