Hello fellow IceLib developers,

We have a customization (standalone app connected as Stationless) which watches the user's queue and, once a callback is received, allows the agent to place a call. In parallel, the agent runs Interaction Desktop connected to a workstation. The issue we are experiencing is that the call goes out and rings the remote number but does not show on the station at all and there is no audio at the remote number. In Interaction Desktop it shows as Dialing and Connected, while in ICBM it shows as Dialing and then goes into System.

Here is how we are making the call:

callbackInteraction.Pickup();

callInteraction = callbackInteraction.InteractionsManager.MakeCall(
	new CallInteractionParameters(
		phoneNumber,
		workgroupQueueName,
		CallMadeStage.Allocated)) as CallInteraction;

callbackInteraction.SetStringAttributes(
	new Dictionary<string, string>
	{
		["Eic_CallbackAssociatedCallId"] = callInteraction.InteractionId.Id.ToString()
	});​

If we remove our custom from equation and place the call for the callback from Interaction Desktop, it goes out, shows on the station and there is audio.

Has anyone come across this issue? Any help is appreciated!
#Integrations

------------------------------
Ivan Sazonov
UMA Education, Inc.
------------------------------

We figured it out - there was a hard-coded Stationless connection from the standalone app that was making the call using that connection; it then all makes sense that it does not show on the workstation and we have no audio. One of those little things we inherited and a simple change to connect to the station, while we thought we were in the first place. One of those buggers that get you!

------------------------------
Ivan Sazonov
UMA Education, Inc.
------------------------------

Original Message:
Sent: 01-11-2019 17:49
From: Ivan Sazonov
Subject: IceLib: Call from Callback interaction does not show on the station

Hello fellow IceLib developers,

We have a customization (standalone app connected as Stationless) which watches the user's queue and, once a callback is received, allows the agent to place a call. In parallel, the agent runs Interaction Desktop connected to a workstation. The issue we are experiencing is that the call goes out and rings the remote number but does not show on the station at all and there is no audio at the remote number. In Interaction Desktop it shows as Dialing and Connected, while in ICBM it shows as Dialing and then goes into System.

Here is how we are making the call:

callbackInteraction.Pickup();callInteraction = callbackInteraction.InteractionsManager.MakeCall(	new CallInteractionParameters(		phoneNumber,		workgroupQueueName,		CallMadeStage.Allocated)) as CallInteraction;callbackInteraction.SetStringAttributes(	new Dictionary<string, string>	{		["Eic_CallbackAssociatedCallId"] = callInteraction.InteractionId.Id.ToString()	});​

If we remove our custom from equation and place the call for the callback from Interaction Desktop, it goes out, shows on the station and there is audio.

Has anyone come across this issue? Any help is appreciated!
#Integrations

------------------------------
Ivan Sazonov
UMA Education, Inc.
------------------------------