SA-30182

Summary

The Out-of-the-box (OOTB) CTI Bar provided on PegaCall 7.1.3 for the integration with Avaya Aura Contact Center AACC does not comply with Avaya Specifications.

Although it implements the statuses Ready, Not Ready and ACW (After Call Work), it is Always possible to manually select ACW status.

According to Avaya, this has to be possible only in certain situations, normally after a call with a user has finished.

It is also the AACC who governs the availability of the ACW status, sending messages "ACW_CODE_ENABLED" and "ACW_CODE_DISABLED".

The integration provided on Pega 7 does not seem to handle these properly, since the status is Always available.

In addition, the action set configured for this status does not send to Avaya any Status Code. The ACW status does accept these codes, the same way the NotReady status does, and it has to be possible providing such an "ACW Status Code" to differenciate between different types of After Call Work Status.

Error Messages

Not applicable

Steps to Reproduce

It is Always possible to select ACW status.

Root Cause

AACC changed the way it handled ACW requests and events in 6.3.10 version. PegaCall was never updated for this. The events for ACW enablement are not currently being handled.

Resolution

Apply HFix-28600 to resolve this issue.