Interface IAgent

All Superinterfaces:

IDisposable, IEntity

public interface IAgent
extends IEntity

Represents an agent.

Method Summary

Modifier and Type	Method	Description
void	addAgentInCampaignCanOpenListener(AgentInCampaignCanOpenListener listener)	Registers the AgentInCampaignCanOpenListener.
void	addAgentInCampaignsOperationEndedListener(AgentInCampaignsOperationEndedListener listener)	Registers the AgentInCampaignsOperationEndedListener.
void	addAgentInCampaignsOperationRequestListener(AgentInCampaignsOperationRequestListener listener)	Registers the AgentInCampaignsOperationRequestListener.
void	addAgentMessageListener(AgentMessageListener listener)	Registers the AgentMessageListener.
void	addAgentMessageOfTheDayChangedListener(AgentMessageOfTheDayChangedListener listener)	Registers the AgentMessageOfTheDayChangedListener.
void	addCustomDataListener(CustomDataListener listener)	Registers the CustomDataListener.
void	addEmailErrorListener(EmailErrorListener listener)	Registers the EmailErrorListener.
void	addExtensionChangedListener(ExtensionChangedListener listener)	Registers the ExtensionChangedListener.
void	addExtensionClearedListener(ExtensionClearedListener listener)	Registers the ExtensionClearedListener.
void	addGatewayListener(GatewayListener listener)	Registers the GatewayListener.
void	addIncomingSessionListener(IncomingSessionListener listener)	Registers the IncomingSessionListener.
void	addLoginGroupChangedListener(LoginGroupChangedListener listener)	Registers the LoginGroupChangedListener.
void	addNotReadyReasonsChangedListener(NotReadyReasonsChangedListener listener)	Registers the NotReadyReasonsChangedListener.
void	addSkillsChangedListener(SkillsChangedListener listener)	Registers the SkillsChangedListener.
void	addSocialErrorListener(SocialErrorListener listener)	Registers the SocialErrorListener.
void	addTeamMessageListener(TeamMessageListener listener)	Registers the TeamMessageListener.
void	addTeamMessageOfTheDayChangedListener(TeamMessageOfTheDayChangedListener listener)	Registers the TeamMessageOfTheDayChangedListener.
void	addWorkflowErrorListener(WorkflowErrorListener listener)	Registers the WorkflowErrorListener.
int	agentInCampaignsOperation(String[] campaignNames, AgentInCampaignOperation operation, boolean setAgentUnavailable, String notReadyReason)	Executes the required operations to evolve the state of the agent in a set of campaigns, to a target state.
IAgentInCampaign	getAgentInCampaignById(int campaignId)	Gets the agent assigned to the specified campaign.
IAgentInCampaign	getAgentInCampaignByName(String campaignName)	Gets the agent assigned to the specified campaign.
int[]	getAgentInCampaignIds()	Campaign ids assigned to the agent.
String[]	getAgentInCampaignNames()	Campaign names assigned to the agent.
IAgentInCampaign[]	getAgentInCampaigns()	Campaigns assigned to the agent.
AgentCanDo	getAllowedOperations()	Represents the operations that the agent can perform on uAgent.
String[]	getAssignedTeamNames()	Gets the names of the assigned teams of the agent.
String	getDefaultExtension()	Default extension of the agent.
String	getDefaultSiteName()	Default site name of the agent.
String	getExtension()	Current extension of the agent.
SwitchType	getExtensionSwitchType()	Switch type of the current extension of the agent.
boolean	getForceDefaultExtension()	If true, the default extension is forced.
String	getFullName()	Full name of the agent.
int	getId()	Identifier of the agent.
String	getIdInExternalProvider()	Identifier of the agent in the external authentication provider.
String	getIdInSwitch()	String with the agent ID in the switch.
AgentInfo	getInfo()	Gets information about the agent.
IInstance	getInstance()	Instance associated to the agent.
boolean	getIsSwitchSupervisor()	Switch supervisor option.
String	getLoginGroup()	Login group in which the agent is logged in the switch.
String	getMessageOfTheDay()	Login message of the day for the agent.
String	getName()	User name of the agent.
boolean	getRecordAllCalls()	If true, all calls of the agent will be recorded.
boolean	getRecordAllScreens()	If true, all screens of the agent will be recorded.
ISession	getSession(int sessionId)	Gets the session associated with the specified identifier.
ISession[]	getSessions()	Active sessions of an agent.
String	getSiteName()	Site name of the agent or an empty string.
ISoftPhone	getSoftPhone()	SoftPhone object used to interact with the soft phone component.
AgentStatus	getStatus()	Status of the agent.
String	getTeamMessageOfTheDay()	Message of the day for the team where the agent is assigned.
String	getTeamName()	Team name of the agent or an empty string.
AgentType	getType()	Type of the agent.
String	getUrl()	Gets the URL of the Agent object in the IntegrationServer.
AgentInCampaignInfo[]	getWorkingInCampaigns()	Gets global information about the agent in the campaigns.
AgentInCampaignMediaInfo[]	getWorkingInCampaignsMedia(int mediaId)	Gets media information about the agent in the campaigns.
String	getWorkstation()	Retrieves the workstation of the agent.
ISession	instantMessagingConnect(String agentName, String campaignName, boolean synchronous)	Creates an instant messaging interaction in a new session.
ISession	instantMessagingConnectMedia(int mediaId, String agentName, String campaignName, boolean synchronous)	Creates an instant messaging interaction in a new session.
ISession	instantMessagingConnectMediaToAddress(int mediaId, String fromAddress, String toAddress, String campaignName, boolean synchronous)	Creates an instant messaging interaction in a new session.
ISession	phoneDial(String agentName, String number, boolean usesDoNotCallList, boolean synchronous)	Makes a phone call in a new session.
ISession	phoneDial(String agentName, String number, boolean usesDoNotCallList, String uniqueIdInDoNotCallList, boolean synchronous)	Makes a phone call in a new session.
ISession	phoneDialMedia(int mediaId, String agentName, String number, boolean usesDoNotCallList, boolean synchronous)	Makes a phone call in a new session.
ISession	phoneDialMedia(int mediaId, String agentName, String number, boolean usesDoNotCallList, String uniqueIdInDoNotCallList, boolean synchronous)	Makes a phone call in a new session.
void	phoneHangUp(boolean synchronous)	Hangs up the phone call.
void	pickUpEmail(int interactionId, boolean synchronous)	Picks up an email.
void	pickUpSocial(int interactionId, boolean synchronous)	Picks up a social.
void	pickUpWorkflowTask(int taskId, boolean synchronous)	Picks up an workflow task.
void	removeAgentInCampaignCanOpenListener(AgentInCampaignCanOpenListener listener)	Unregisters the AgentInCampaignCanOpenListener.
void	removeAgentInCampaignsOperationEndedListener(AgentInCampaignsOperationEndedListener listener)	Unregisters the AgentInCampaignsOperationEndedListener.
void	removeAgentInCampaignsOperationRequestListener(AgentInCampaignsOperationRequestListener listener)	Unregisters the AgentInCampaignsOperationRequestListener.
void	removeAgentMessageListener(AgentMessageListener listener)	Unregisters the AgentMessageListener.
void	removeAgentMessageOfTheDayChangedListener(AgentMessageOfTheDayChangedListener listener)	Unregisters the AgentMessageOfTheDayChangedListener.
void	removeCustomDataListener(CustomDataListener listener)	Unregisters the CustomDataListener.
void	removeEmailErrorListener(EmailErrorListener listener)	Unregisters the EmailErrorListener.
void	removeExtensionChangedListener(ExtensionChangedListener listener)	Unregisters the ExtensionChangedListener.
void	removeExtensionClearedListener(ExtensionClearedListener listener)	Unregisters the ExtensionClearedListener.
void	removeGatewayListener(GatewayListener listener)	Unregisters the GatewayListener.
void	removeIncomingSessionListener(IncomingSessionListener listener)	Unregisters the IncomingSessionListener.
void	removeLoginGroupChangedListener(LoginGroupChangedListener listener)	Unregisters the LoginGroupChangedListener.
void	removeNotReadyReasonsChangedListener(NotReadyReasonsChangedListener listener)	Unregisters the NotReadyReasonsChangedListener.
void	removeSkillsChangedListener(SkillsChangedListener listener)	Unregisters the SkillsChangedListener.
void	removeSocialErrorListener(SocialErrorListener listener)	Unregisters the SocialErrorListener.
void	removeTeamMessageListener(TeamMessageListener listener)	Unregisters the TeamMessageListener.
void	removeTeamMessageOfTheDayChangedListener(TeamMessageOfTheDayChangedListener listener)	Unregisters the TeamMessageOfTheDayChangedListener.
void	removeWorkflowErrorListener(WorkflowErrorListener listener)	Unregisters the WorkflowErrorListener.
void	setExtension(String extension)	Changes the extension of the agent.
void	setLoginContext(String siteName, String teamName)	Changes the site and team of the agent.
void	supervise(String agentName, SupervisionMode supervisionMode)	Allows a supervisor to issue supervision requests either after an agent asks for help or spontaneously.
IAgentInCampaign	tryGetAgentInCampaignById(int campaignId)	Gets the agent assigned to the specified campaign or null if the campaign does not exist.
IAgentInCampaign	tryGetAgentInCampaignByName(String campaignName)	Gets the agent assigned to the specified campaign or null if the campaign does not exist.
ISession	tryGetSession(int sessionId)	Gets the session associated with the specified identifier or null if the session does not exist.
ISession	vBoxListen(String listeningPrefix, String number, boolean synchronous)	Listens to an extension or to a QRP in a VBox.

Methods inherited from interface IDisposable

addDisposedListener, removeDisposedListener

Methods inherited from interface IEntity

getUserContext, setUserContext

Method Details

addAgentInCampaignCanOpenListener

void addAgentInCampaignCanOpenListener(AgentInCampaignCanOpenListener listener)

Registers the AgentInCampaignCanOpenListener.

Parameters:

listener - Event listener to add.

removeAgentInCampaignCanOpenListener

void removeAgentInCampaignCanOpenListener(AgentInCampaignCanOpenListener listener)

Unregisters the AgentInCampaignCanOpenListener.

Parameters:

listener - Event listener to remove.

addAgentInCampaignsOperationEndedListener

void addAgentInCampaignsOperationEndedListener(AgentInCampaignsOperationEndedListener listener)

Registers the AgentInCampaignsOperationEndedListener.

Parameters:

listener - Event listener to add.

removeAgentInCampaignsOperationEndedListener

void removeAgentInCampaignsOperationEndedListener(AgentInCampaignsOperationEndedListener listener)

Unregisters the AgentInCampaignsOperationEndedListener.

Parameters:

listener - Event listener to remove.

addAgentInCampaignsOperationRequestListener

void addAgentInCampaignsOperationRequestListener(AgentInCampaignsOperationRequestListener listener)

Registers the AgentInCampaignsOperationRequestListener.

Parameters:

listener - Event listener to add.

removeAgentInCampaignsOperationRequestListener

void removeAgentInCampaignsOperationRequestListener(AgentInCampaignsOperationRequestListener listener)

Unregisters the AgentInCampaignsOperationRequestListener.

Parameters:

listener - Event listener to remove.

addAgentMessageListener

void addAgentMessageListener(AgentMessageListener listener)

Registers the AgentMessageListener.

Parameters:

listener - Event listener to add.

removeAgentMessageListener

void removeAgentMessageListener(AgentMessageListener listener)

Unregisters the AgentMessageListener.

Parameters:

listener - Event listener to remove.

addAgentMessageOfTheDayChangedListener

void addAgentMessageOfTheDayChangedListener(AgentMessageOfTheDayChangedListener listener)

Registers the AgentMessageOfTheDayChangedListener.

Parameters:

listener - Event listener to add.

removeAgentMessageOfTheDayChangedListener

void removeAgentMessageOfTheDayChangedListener(AgentMessageOfTheDayChangedListener listener)

Unregisters the AgentMessageOfTheDayChangedListener.

Parameters:

listener - Event listener to remove.

addCustomDataListener

void addCustomDataListener(CustomDataListener listener)

Registers the CustomDataListener.

Parameters:

listener - Event listener to add.

removeCustomDataListener

void removeCustomDataListener(CustomDataListener listener)

Unregisters the CustomDataListener.

Parameters:

listener - Event listener to remove.

addEmailErrorListener

void addEmailErrorListener(EmailErrorListener listener)

Registers the EmailErrorListener.

Parameters:

listener - Event listener to add.

removeEmailErrorListener

void removeEmailErrorListener(EmailErrorListener listener)

Unregisters the EmailErrorListener.

Parameters:

listener - Event listener to remove.

addExtensionChangedListener

void addExtensionChangedListener(ExtensionChangedListener listener)

Registers the ExtensionChangedListener.

Parameters:

listener - Event listener to add.

removeExtensionChangedListener

void removeExtensionChangedListener(ExtensionChangedListener listener)

Unregisters the ExtensionChangedListener.

Parameters:

listener - Event listener to remove.

addExtensionClearedListener

void addExtensionClearedListener(ExtensionClearedListener listener)

Registers the ExtensionClearedListener.

Parameters:

listener - Event listener to add.

removeExtensionClearedListener

void removeExtensionClearedListener(ExtensionClearedListener listener)

Unregisters the ExtensionClearedListener.

Parameters:

listener - Event listener to remove.

addGatewayListener

void addGatewayListener(GatewayListener listener)

Registers the GatewayListener.

Parameters:

listener - Event listener to add.

removeGatewayListener

void removeGatewayListener(GatewayListener listener)

Unregisters the GatewayListener.

Parameters:

listener - Event listener to remove.

addIncomingSessionListener

void addIncomingSessionListener(IncomingSessionListener listener)

Registers the IncomingSessionListener.

Parameters:

listener - Event listener to add.

removeIncomingSessionListener

void removeIncomingSessionListener(IncomingSessionListener listener)

Unregisters the IncomingSessionListener.

Parameters:

listener - Event listener to remove.

addLoginGroupChangedListener

void addLoginGroupChangedListener(LoginGroupChangedListener listener)

Registers the LoginGroupChangedListener.

Parameters:

listener - Event listener to add.

removeLoginGroupChangedListener

void removeLoginGroupChangedListener(LoginGroupChangedListener listener)

Unregisters the LoginGroupChangedListener.

Parameters:

listener - Event listener to remove.

addNotReadyReasonsChangedListener

void addNotReadyReasonsChangedListener(NotReadyReasonsChangedListener listener)

Registers the NotReadyReasonsChangedListener.

Parameters:

listener - Event listener to add.

removeNotReadyReasonsChangedListener

void removeNotReadyReasonsChangedListener(NotReadyReasonsChangedListener listener)

Unregisters the NotReadyReasonsChangedListener.

Parameters:

listener - Event listener to remove.

addSkillsChangedListener

void addSkillsChangedListener(SkillsChangedListener listener)

Registers the SkillsChangedListener.

Parameters:

listener - Event listener to add.

removeSkillsChangedListener

void removeSkillsChangedListener(SkillsChangedListener listener)

Unregisters the SkillsChangedListener.

Parameters:

listener - Event listener to remove.

addSocialErrorListener

void addSocialErrorListener(SocialErrorListener listener)

Registers the SocialErrorListener.

Parameters:

listener - Event listener to add.

removeSocialErrorListener

void removeSocialErrorListener(SocialErrorListener listener)

Unregisters the SocialErrorListener.

Parameters:

listener - Event listener to remove.

addTeamMessageListener

void addTeamMessageListener(TeamMessageListener listener)

Registers the TeamMessageListener.

Parameters:

listener - Event listener to add.

removeTeamMessageListener

void removeTeamMessageListener(TeamMessageListener listener)

Unregisters the TeamMessageListener.

Parameters:

listener - Event listener to remove.

addTeamMessageOfTheDayChangedListener

void addTeamMessageOfTheDayChangedListener(TeamMessageOfTheDayChangedListener listener)

Registers the TeamMessageOfTheDayChangedListener.

Parameters:

listener - Event listener to add.

removeTeamMessageOfTheDayChangedListener

void removeTeamMessageOfTheDayChangedListener(TeamMessageOfTheDayChangedListener listener)

Unregisters the TeamMessageOfTheDayChangedListener.

Parameters:

listener - Event listener to remove.

addWorkflowErrorListener

void addWorkflowErrorListener(WorkflowErrorListener listener)

Registers the WorkflowErrorListener.

Parameters:

listener - Event listener to add.

removeWorkflowErrorListener

void removeWorkflowErrorListener(WorkflowErrorListener listener)

Unregisters the WorkflowErrorListener.

Parameters:

listener - Event listener to remove.

agentInCampaignsOperation

int agentInCampaignsOperation(String[] campaignNames,
 AgentInCampaignOperation operation,
 boolean setAgentUnavailable,
 String notReadyReason)
                       throws Exception,
altitude.integrationServer.exceptions.ISException

Executes the required operations to evolve the state of the agent in a set of campaigns, to a target state.

Parameters:

campaignNames - Name of the campaigns to update. If null then the operation is executed in all campaigns assigned to the agent.

operation - Operation that identifies the target state. Examples: if operation is SetReady, then Open, SignOn, SetReady operations are executed if required; if operation is Open and the agent already is Ready in a campaign, then the state of the agent will not be updated in this campaign.

setAgentUnavailable - If true the agent will be unavailable to receive interactions while the state of the agent on the campaigns is being updated to "ready" or "not ready", in order to guarantee interactions with higher priority are delivered first.

notReadyReason - Not ready reason used to set the agent not ready when operation is SetNotReady.

Returns:

The identifier of the operation to correlate with the AgentInCampaignsOperationEndedEvent.OperationId

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getAgentInCampaignById

IAgentInCampaign getAgentInCampaignById(int campaignId)
                                 throws Exception,
altitude.integrationServer.exceptions.ISException

Gets the agent assigned to the specified campaign.

Parameters:

campaignId - Identifier of the campaign.

Returns:

The IAgentInCampaign object.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getAgentInCampaignByName

IAgentInCampaign getAgentInCampaignByName(String campaignName)
                                   throws Exception,
altitude.integrationServer.exceptions.ISException

Gets the agent assigned to the specified campaign.

Parameters:

campaignName - Name of the campaign.

Returns:

The IAgentInCampaign object.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getAgentInCampaignIds

int[] getAgentInCampaignIds()
                     throws Exception,
altitude.integrationServer.exceptions.ISException

Campaign ids assigned to the agent.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getAgentInCampaignNames

String[] getAgentInCampaignNames()
                          throws Exception,
altitude.integrationServer.exceptions.ISException

Campaign names assigned to the agent.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getAgentInCampaigns

IAgentInCampaign[] getAgentInCampaigns()
                                throws Exception,
altitude.integrationServer.exceptions.ISException

Campaigns assigned to the agent.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getAllowedOperations

AgentCanDo getAllowedOperations()
                         throws Exception,
altitude.integrationServer.exceptions.ISException

Represents the operations that the agent can perform on uAgent.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getAssignedTeamNames

String[] getAssignedTeamNames()
                       throws Exception,
altitude.integrationServer.exceptions.ISException

Gets the names of the assigned teams of the agent.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getDefaultExtension

String getDefaultExtension()
                    throws Exception,
altitude.integrationServer.exceptions.ISException

Default extension of the agent.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getDefaultSiteName

String getDefaultSiteName()
                   throws Exception,
altitude.integrationServer.exceptions.ISException

Default site name of the agent.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getExtension

String getExtension()
             throws Exception,
altitude.integrationServer.exceptions.ISException

Current extension of the agent.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getExtensionSwitchType

SwitchType getExtensionSwitchType()
                           throws Exception,
altitude.integrationServer.exceptions.ISException

Switch type of the current extension of the agent.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getForceDefaultExtension

boolean getForceDefaultExtension()
                          throws Exception,
altitude.integrationServer.exceptions.ISException

If true, the default extension is forced.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getFullName

String getFullName()
            throws Exception,
altitude.integrationServer.exceptions.ISException

Full name of the agent.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getId

int getId()
   throws Exception,
altitude.integrationServer.exceptions.ISException

Identifier of the agent.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getIdInExternalProvider

String getIdInExternalProvider()
                        throws Exception,
altitude.integrationServer.exceptions.ISException

Identifier of the agent in the external authentication provider.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getIdInSwitch

String getIdInSwitch()
              throws Exception,
altitude.integrationServer.exceptions.ISException

String with the agent ID in the switch.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getInfo

AgentInfo getInfo()
           throws Exception,
altitude.integrationServer.exceptions.ISException

Gets information about the agent.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getInstance

IInstance getInstance()
               throws Exception,
altitude.integrationServer.exceptions.ISException

Instance associated to the agent.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getIsSwitchSupervisor

boolean getIsSwitchSupervisor()
                       throws Exception,
altitude.integrationServer.exceptions.ISException

Switch supervisor option.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getLoginGroup

String getLoginGroup()
              throws Exception,
altitude.integrationServer.exceptions.ISException

Login group in which the agent is logged in the switch.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getMessageOfTheDay

String getMessageOfTheDay()
                   throws Exception,
altitude.integrationServer.exceptions.ISException

Login message of the day for the agent.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getName

String getName()
        throws Exception,
altitude.integrationServer.exceptions.ISException

User name of the agent.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getRecordAllCalls

boolean getRecordAllCalls()
                   throws Exception,
altitude.integrationServer.exceptions.ISException

If true, all calls of the agent will be recorded.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getRecordAllScreens

boolean getRecordAllScreens()
                     throws Exception,
altitude.integrationServer.exceptions.ISException

If true, all screens of the agent will be recorded.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getSession

ISession getSession(int sessionId)
             throws Exception,
altitude.integrationServer.exceptions.ISException

Gets the session associated with the specified identifier.

Parameters:

sessionId - Session identifier.

Returns:

The ISession object.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getSessions

ISession[] getSessions()
                throws Exception,
altitude.integrationServer.exceptions.ISException

Active sessions of an agent.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getSiteName

String getSiteName()
            throws Exception,
altitude.integrationServer.exceptions.ISException

Site name of the agent or an empty string.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getSoftPhone

ISoftPhone getSoftPhone()
                 throws Exception,
altitude.integrationServer.exceptions.ISException

SoftPhone object used to interact with the soft phone component.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getStatus

AgentStatus getStatus()
               throws Exception,
altitude.integrationServer.exceptions.ISException

Status of the agent.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getTeamMessageOfTheDay

String getTeamMessageOfTheDay()
                       throws Exception,
altitude.integrationServer.exceptions.ISException

Message of the day for the team where the agent is assigned.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getTeamName

String getTeamName()
            throws Exception,
altitude.integrationServer.exceptions.ISException

Team name of the agent or an empty string.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getType

AgentType getType()
           throws Exception,
altitude.integrationServer.exceptions.ISException

Type of the agent.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getWorkingInCampaigns

AgentInCampaignInfo[] getWorkingInCampaigns()
                                     throws Exception,
altitude.integrationServer.exceptions.ISException

Gets global information about the agent in the campaigns.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getWorkingInCampaignsMedia

AgentInCampaignMediaInfo[] getWorkingInCampaignsMedia(int mediaId)
                                               throws Exception,
altitude.integrationServer.exceptions.ISException

Gets media information about the agent in the campaigns.

Parameters:

mediaId - Identifier of the media.

Returns:

The array of AgentInCampaignMediaInfo objects.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getWorkstation

String getWorkstation()
               throws Exception,
altitude.integrationServer.exceptions.ISException

Retrieves the workstation of the agent.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

instantMessagingConnect

ISession instantMessagingConnect(String agentName,
 String campaignName,
 boolean synchronous)
                          throws Exception,
altitude.integrationServer.exceptions.ISException

Creates an instant messaging interaction in a new session.

Parameters:

agentName - Name of the agent.

campaignName - Name of the campaign.

synchronous - If true, the method is synchronous.

Returns:

An ISession object with the new session.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

instantMessagingConnectMedia

ISession instantMessagingConnectMedia(int mediaId,
 String agentName,
 String campaignName,
 boolean synchronous)
                               throws Exception,
altitude.integrationServer.exceptions.ISException

Creates an instant messaging interaction in a new session.

Parameters:

mediaId - Identifier of the media.

agentName - Name of the agent.

campaignName - Name of the campaign.

synchronous - If true, the method is synchronous.

Returns:

An ISession object with the new session.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

instantMessagingConnectMediaToAddress

ISession instantMessagingConnectMediaToAddress(int mediaId,
 String fromAddress,
 String toAddress,
 String campaignName,
 boolean synchronous)
                                        throws Exception,
altitude.integrationServer.exceptions.ISException

Creates an instant messaging interaction in a new session.

Parameters:

mediaId - Identifier of the media.

fromAddress - Address of the sender. The value must match a dnis configured in the InstantMessaging gateway assigned to the target campaign, and an entry point configured in the Media Channels Service.

toAddress - Address of the contact. This parameter is only taked into consideration if agentName is null.

campaignName - Name of the campaign.

synchronous - If true, the method is synchronous.

Returns:

An ISession object with the new session.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

phoneDial

ISession phoneDial(String agentName,
 String number,
 boolean usesDoNotCallList,
 boolean synchronous)
            throws Exception,
altitude.integrationServer.exceptions.ISException

Makes a phone call in a new session.

Parameters:

agentName - Name of the agent.

number - Phone number to dial.

usesDoNotCallList - If true, the do not call list is used.

synchronous - If true, the method is synchronous.

Returns:

An ISession object with the new session.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

phoneDial

ISession phoneDial(String agentName,
 String number,
 boolean usesDoNotCallList,
 String uniqueIdInDoNotCallList,
 boolean synchronous)
            throws Exception,
altitude.integrationServer.exceptions.ISException

Makes a phone call in a new session.

Parameters:

agentName - Name of the agent.

number - Phone number to dial.

usesDoNotCallList - If true, the do not call list is used.

uniqueIdInDoNotCallList - Unique identifier of the contact profile to look in the do not call list. This parameter is optional, and will only be considered if usesDoNotCallList is true.

synchronous - If true, the method is synchronous.

Returns:

An ISession object with the new session.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

phoneDialMedia

ISession phoneDialMedia(int mediaId,
 String agentName,
 String number,
 boolean usesDoNotCallList,
 boolean synchronous)
                 throws Exception,
altitude.integrationServer.exceptions.ISException

Makes a phone call in a new session.

Parameters:

mediaId - Identifier of the media.

agentName - Name of the agent.

number - Phone number to dial.

usesDoNotCallList - If true, the do not call list is used.

synchronous - If true, the method is synchronous.

Returns:

An ISession object with the new session.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

phoneDialMedia

ISession phoneDialMedia(int mediaId,
 String agentName,
 String number,
 boolean usesDoNotCallList,
 String uniqueIdInDoNotCallList,
 boolean synchronous)
                 throws Exception,
altitude.integrationServer.exceptions.ISException

Makes a phone call in a new session.

Parameters:

mediaId - Identifier of the media.

agentName - Name of the agent.

number - Phone number to dial.

usesDoNotCallList - If true, the do not call list is used.

uniqueIdInDoNotCallList - Unique identifier of the contact profile to look in the do not call list. This parameter is optional, and will only be considered if usesDoNotCallList is true.

synchronous - If true, the method is synchronous.

Returns:

An ISession object with the new session.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

phoneHangUp

void phoneHangUp(boolean synchronous)
          throws Exception,
altitude.integrationServer.exceptions.ISException

Hangs up the phone call.

Parameters:

synchronous - If true, the method is synchronous.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

pickUpEmail

void pickUpEmail(int interactionId,
 boolean synchronous)
          throws Exception,
altitude.integrationServer.exceptions.ISException

Picks up an email.

Parameters:

interactionId - Identifier of the interaction.

synchronous - If true, the method is synchronous.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

pickUpSocial

void pickUpSocial(int interactionId,
 boolean synchronous)
           throws Exception,
altitude.integrationServer.exceptions.ISException

Picks up a social.

Parameters:

interactionId - Identifier of the interaction.

synchronous - If true, the method is synchronous.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

pickUpWorkflowTask

void pickUpWorkflowTask(int taskId,
 boolean synchronous)
                 throws Exception,
altitude.integrationServer.exceptions.ISException

Picks up an workflow task.

Parameters:

taskId - Identifier of the workflow task.

synchronous - If true, the method is synchronous.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

setExtension

void setExtension(String extension)
           throws Exception,
altitude.integrationServer.exceptions.ISException

Changes the extension of the agent.

Parameters:

extension - Extension of the agent.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

setLoginContext

void setLoginContext(String siteName,
 String teamName)
              throws Exception,
altitude.integrationServer.exceptions.ISException

Changes the site and team of the agent.

Parameters:

siteName - Site name of the agent.

teamName - Team name of the agent.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

supervise

void supervise(String agentName,
 SupervisionMode supervisionMode)
        throws Exception,
altitude.integrationServer.exceptions.ISException

Allows a supervisor to issue supervision requests either after an agent asks for help or spontaneously. Currently this feature is only available when using Alcatel OXE

Parameters:

agentName - Name of the agent to supervise.

supervisionMode - Mode of supervison request.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

tryGetAgentInCampaignById

IAgentInCampaign tryGetAgentInCampaignById(int campaignId)
                                    throws Exception,
altitude.integrationServer.exceptions.ISException

Gets the agent assigned to the specified campaign or null if the campaign does not exist.

Parameters:

campaignId - Identifier of the campaign.

Returns:

The IAgentInCampaign object.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

tryGetAgentInCampaignByName

IAgentInCampaign tryGetAgentInCampaignByName(String campaignName)
                                      throws Exception,
altitude.integrationServer.exceptions.ISException

Gets the agent assigned to the specified campaign or null if the campaign does not exist.

Parameters:

campaignName - Name of the campaign.

Returns:

The IAgentInCampaign object.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

tryGetSession

ISession tryGetSession(int sessionId)
                throws Exception,
altitude.integrationServer.exceptions.ISException

Gets the session associated with the specified identifier or null if the session does not exist.

Parameters:

sessionId - Session identifier.

Returns:

The ISession object.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

vBoxListen

ISession vBoxListen(String listeningPrefix,
 String number,
 boolean synchronous)
             throws Exception,
altitude.integrationServer.exceptions.ISException

Listens to an extension or to a QRP in a VBox.

Parameters:

listeningPrefix - Listening prefix.

number - Phone number to listen.

synchronous - If true, the method is synchronous.

Returns:

An ISession object with the session.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getUrl

String getUrl()
       throws Exception

Gets the URL of the Agent object in the IntegrationServer. The URL can be used to attach to an agent by URL.

Throws:

Exception