Cancel a Transfer Using ActiveX Desktop Toolkit

[cavagnaro]

Hi people.
I'm developing a softphone to replace the "marvelous and fast" GAD.
It almost done, however i'm facing a issue.
I created a Transfer option, it does transfer perfect.
The problem i have is how to cancel the transfer (do a consult call).

I have tried to use TLine1.TRetrieve and TLine1.TReconnect but none of them return my call to the first leg. I guess, watching the info of the call, that somehow i have to tell Genesys which call i want to drop and to wich i want to return using the ConnID.

I have checked the example on VB but it is a little bit complicated and still don't understand it at all.

Any one has faced this or has a solution?

Thanks a lot

[ecki]

Hi,

Are you talking about two step transfer? I guess so, because single step transfer will be returned to you automatically by switch and only if the transfer fails. There is no option to take it back by softphone. For the two step transfer in the phase of consultation leg, I would guess you have to use first release for the consultation leg and then retrieve. Have you tried this?

Ec.

[cavagnaro]

Yes I am talikng about a two step transfer.
Have any code to test?
Thanks

[ecki]

No sorry...

It is while I developed something in VB. But it should not be that complicated. Use Release/Hang up object together with TLine1. And then the Retrieve object.

[victor]

Holy smoke!!!

I was going to ask the exactly the same thing!

So, let me if I got this right:

for a two-step transfer (a->B->c), you would:

1. place a consult call to C from B
2. if consult call fails, then:

TLine2.Release();
TLine1.Retrieve(); ?

In other words,

I need TWO TLine objects with call A on TLine1 and call B on TLine2?

So, the overall sequence would be:

TLine2.TransInit('DN for C');
TLine2.ReleasE();
TLine1.Retrieve();

Am I missing something?

Thanks,
Vic

[ecki]

Ah... sorry. Now I understood what you are trying to do, at least I hope so. You want simply to change the transfer action to conference.
Did you try to finalize transfer with TCompleteConference instead TCompleteTransfer?

[cavagnaro]

No, well at least i don't.
What i want is:

A is talking to B
B start 2 step transfer to C
B consults if he can complete the transfer to C
C says no because some reason.
B cancel the transfer and returns to A

Lets say A is customer, B and C are agents.

I'll try Vics idea and let you know.

Regards

[cavagnaro]

It worked!
Added a TLine and call was held one Tline1 and new call was on Tline2.
So when i want to cancel the call (consult call) on Tline2 i just did a Tline2.THangup

Now only have to control scenarios.

Great! Thanks!

[ecki]

Hang on! Why do you need two lines for this? What switch do you have?
Please correct me if I am wrong, but in classic scenario all is happening on one line.
When you send the TInitiateTransfer, Tserver automatically put on hold call from party A,
then dials new consultation call from Line 1 to party C. If party C did not want to accept the transfer,
you just drop the consultation call with TReleaseCall using connid of consultation call and
with TRetrieveCall using connid of original call you will get the original call back from party A.
And that all should happen on TLine1.

Actually, did you try to complete this transfer using two lines? Does this work?
I would be happy, if you could share this information.

Thanks.

[cavagnaro]

Well i do always work with Alcatel OXE.
Yes, transfer completed.

Allso will try your method to try to make it universal. Will let you know if it worked 

thanks

[victor]

[quote author=ecki link=topic=2006.msg6910#msg6910 date=1169988195]
Hang on! Why do you need two lines for this? What switch do you have?
Please correct me if I am wrong, but in classic scenario all is happening on one line.
When you send the TInitiateTransfer, Tserver automatically put on hold call from party A,
then dials new consultation call from Line 1 to party C. If party C did not want to accept the transfer,
you just drop the consultation call with TReleaseCall using connid of consultation call and
with TRetrieveCall using connid of original call you will get the original call back from party A.
And that all should happen on TLine1.

Actually, did you try to complete this transfer using two lines? Does this work?
I would be happy, if you could share this information.

Thanks.

[/quote]

écki -

from what I have seen using Avaya or Nortel, whenever you put a call on hold using hardphone, the first line is blinking and you dial using the second line. In softphone if you try to do a two-step transfer, it is always the second line that that is being used for a consult call.

I think this is done to keep track of which call is what - TLine1 will hold the original call in case you want to return to it, and TLine2 will hold the consult call.

Doesn't Genesys ActiveX sample do that?

[ecki]

Hi Vic,

It looks like that this is doable, as per Cavagnaro's example. 
I do not have real experiences with these two PBX with regards to soft phone development, but what I know there are usually two lines on each agent hardest unless set otherwise. One is extension DN and second ACD position. The ACDP is for ACD calls only which are the calls from queue/slplit. The action what you cannot do with this ACDP is neither to dial out from it, nor accept private/direct calls. (At least it was so in the past) For all those things there is the Extension DN. So in case you have call on ACD, I would guess, you have to use for transfer the Extension DN anyway. But how to transfer direct calls placed on Extension DN? You cannot use ACD to dial out, so I would guess that you have to do everything on the Extension DN.

So what do you think guys?

Cheers,

EC.

[cavagnaro]

Well on Alcatel it does not work on that way. An extension can do everything with a single line. I know Nortel have 2 DN's for this, on Alcatel we only need one.
Now i faced a new problem, when call comes in, it goes to Tline2, and not to Tline1. Any idea on how to say "use TLine1"?
Victor is right, i also when analized VB sample code watched that 2 Tlines are used for a call, however there seems to be methods that will allow you to use just one TLine and retrieve a call using connid, however no sample is given.
I think i'll ask Genesys and see what they answer.

ecki any chance you help us with some coding?
Victor, have you coded and tested already? How it went?

[cavagnaro]

I can't find the TReleaseCall method.
Are you sure it exists? It is only mentioned on DDE object.

[ecki]

Try THangUp