Interface IInstantMessagingMedia

All Superinterfaces:

IDisposable, IEntity, IInteractionMedia

public interface IInstantMessagingMedia
extends IInteractionMedia

Represents an instant messaging media.

Method Summary

Modifier and Type	Method	Description
void	addInstantMessagingErrorListener(InstantMessagingErrorListener listener)	Registers the InstantMessagingErrorListener.
void	addInstantMessagingListener(InstantMessagingListener listener)	Registers the InstantMessagingListener.
void	addInstantMessagingMessageListener(InstantMessagingMessageListener listener)	Registers the InstantMessagingMessageListener.
void	addInstantMessagingProgressListener(InstantMessagingProgressListener listener)	Registers the InstantMessagingProgressListener.
void	blindTransfer(String agentName, String campaignName, String dnis, String remoteUrl, int directoryId, int contactProfileId, Attribute[] attributes, byte[] blindData, boolean synchronous)	Makes a blind transfer.
void	clear(boolean synchronous)	Clears the interaction.
void	conference(boolean synchronous)	Initiates a conference.
void	dequeue(DequeueRequestReason reason, boolean synchronous)	Dequeues the interaction.
void	disconnect(boolean synchronous)	Disconnects the interaction.
void	divert(String campaignName, String dnis, String remoteUrl, int directoryId, int contactProfileId, Attribute[] attributes, byte[] blindData, boolean synchronous)	Diverts the interaction.
void	enqueue(String[] agentNames, String campaignName, int directoryId, int contactProfileId, Attribute[] attributes, byte[] blindData, int priority, int handicap, String skillProfileName, SkillInProfile[] skills, boolean onlyIfAgentAvailable, Duration maxExpectedWaitingTime, boolean synchronous)	Enqueues the interaction.
void	enqueue(String agentName, String campaignName, int directoryId, int contactProfileId, Attribute[] attributes, byte[] blindData, int priority, int handicap, String skillProfileName, SkillInProfile[] skills, boolean onlyIfAgentAvailable, boolean synchronous)	Enqueues the interaction.
void	extend(String agentName, String campaignName, int directoryId, int contactProfileId, Attribute[] attributes, byte[] blindData, boolean synchronous)	Extends the interaction.
AgentWebChatData	getAgentWebChatData()	Data used to open a web chat control for agent to handle Instant Messaging interactions.
InstantMessagingMediaCanDo	getAllowedOperations()	Allowed operations.
byte[]	getBlindData()	Blind data.
InstantMessagingInteractionData	getData()	Data of the instant messaging interaction.
String	getDnis()	Number dialed by the customer.
String	getFromAddress()	ANI of the remote party talking to the agent.
String	getFromAgent()	User name of the remote agent.
String	getInteractionKey()	The interaction key.
boolean	getIsEnqueued()	True if the interaction is enqueued.
boolean	getIsRecording()	True if the interaction is being recorded.
String	getJoinUrl()	URL of the HTTP server of the instant messaging gateway.
InteractionParties	getPrimaryParties()	Primary interaction parties.
QueueStatus	getQueueStatus()	Gets the queue status of the instant messaging interaction.
InteractionParties	getSecondaryParties()	Secondary interaction parties.
InstantMessagingInteractionState	getState()	State of the instant messaging interaction.
void	removeInstantMessagingErrorListener(InstantMessagingErrorListener listener)	Unregisters the InstantMessagingErrorListener.
void	removeInstantMessagingListener(InstantMessagingListener listener)	Unregisters the InstantMessagingListener.
void	removeInstantMessagingMessageListener(InstantMessagingMessageListener listener)	Unregisters the InstantMessagingMessageListener.
void	removeInstantMessagingProgressListener(InstantMessagingProgressListener listener)	Unregisters the InstantMessagingProgressListener.
void	resumeEnqueue()	Requests to resume the enqueue.
void	retrieve(boolean synchronous)	Retrieves the interaction.
void	sendMessage(String message, InteractionLevel interactionLevel, boolean synchronous)	Sends a message in the interaction.
void	suspendEnqueue()	Requests to suspend the enqueue.
void	transfer(boolean synchronous)	Transfers the interaction.

Methods inherited from interface IDisposable

addDisposedListener, removeDisposedListener

Methods inherited from interface IEntity

getUserContext, setUserContext

Methods inherited from interface IInteractionMedia

answer, getInteractionId, getMediaId, getMediaType, getSession, getStartTime

Method Details

addInstantMessagingErrorListener

void addInstantMessagingErrorListener(InstantMessagingErrorListener listener)

Registers the InstantMessagingErrorListener.

Parameters:

listener - Event listener to add.

removeInstantMessagingErrorListener

void removeInstantMessagingErrorListener(InstantMessagingErrorListener listener)

Unregisters the InstantMessagingErrorListener.

Parameters:

listener - Event listener to remove.

addInstantMessagingListener

void addInstantMessagingListener(InstantMessagingListener listener)

Registers the InstantMessagingListener.

Parameters:

listener - Event listener to add.

removeInstantMessagingListener

void removeInstantMessagingListener(InstantMessagingListener listener)

Unregisters the InstantMessagingListener.

Parameters:

listener - Event listener to remove.

addInstantMessagingMessageListener

void addInstantMessagingMessageListener(InstantMessagingMessageListener listener)

Registers the InstantMessagingMessageListener.

Parameters:

listener - Event listener to add.

removeInstantMessagingMessageListener

void removeInstantMessagingMessageListener(InstantMessagingMessageListener listener)

Unregisters the InstantMessagingMessageListener.

Parameters:

listener - Event listener to remove.

addInstantMessagingProgressListener

void addInstantMessagingProgressListener(InstantMessagingProgressListener listener)

Registers the InstantMessagingProgressListener.

Parameters:

listener - Event listener to add.

removeInstantMessagingProgressListener

void removeInstantMessagingProgressListener(InstantMessagingProgressListener listener)

Unregisters the InstantMessagingProgressListener.

Parameters:

listener - Event listener to remove.

blindTransfer

void blindTransfer(String agentName,
 String campaignName,
 String dnis,
 String remoteUrl,
 int directoryId,
 int contactProfileId,
 Attribute[] attributes,
 byte[] blindData,
 boolean synchronous)
            throws Exception,
altitude.integrationServer.exceptions.ISException

Makes a blind transfer.

Parameters:

agentName - Name of the agent.

campaignName - Name of the campaign.

dnis - Target DNIS of the campaign.

remoteUrl - Address of the Instant Messaging gateway. This parameter must be specified to divert to another gateway.

directoryId - Identifier of the directory.

contactProfileId - Identifier of the contact profile.

attributes - Attributes to transfer with the interaction.

blindData - Blind data.

synchronous - If true, the method is synchronous.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

clear

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

Clears the interaction.

Parameters:

synchronous - If true, the method is synchronous.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

conference

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

Initiates a conference.

Parameters:

synchronous - If true, the method is synchronous.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

dequeue

void dequeue(DequeueRequestReason reason,
 boolean synchronous)
      throws Exception,
altitude.integrationServer.exceptions.ISException

Dequeues the interaction.

Parameters:

reason - Reason to request the dequeue.

synchronous - If true, the method is synchronous.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

disconnect

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

Disconnects the interaction.

Parameters:

synchronous - If true, the method is synchronous.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

divert

void divert(String campaignName,
 String dnis,
 String remoteUrl,
 int directoryId,
 int contactProfileId,
 Attribute[] attributes,
 byte[] blindData,
 boolean synchronous)
     throws Exception,
altitude.integrationServer.exceptions.ISException

Diverts the interaction.

Parameters:

campaignName - Name of the target campaign. This parameter is required only if the parameter attributes is specified.

dnis - Target DNIS of the campaign. This parameter is mandatory.

remoteUrl - Address of the Instant Messaging gateway. This parameter must be specified to divert to another gateway.

directoryId - Identifier of the directory.

contactProfileId - Identifier of the contact profile.

attributes - Attributes to send with the diverted interaction.

blindData - Blind data.

synchronous - If true, the method is synchronous.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

enqueue

void enqueue(String agentName,
 String campaignName,
 int directoryId,
 int contactProfileId,
 Attribute[] attributes,
 byte[] blindData,
 int priority,
 int handicap,
 String skillProfileName,
 SkillInProfile[] skills,
 boolean onlyIfAgentAvailable,
 boolean synchronous)
      throws Exception,
altitude.integrationServer.exceptions.ISException

Enqueues the interaction.

Parameters:

agentName - Name of the agent.

campaignName - Name of the campaign.

directoryId - Identifier of the directory.

contactProfileId - Identifier of the contact profile.

attributes - Attributes to enqueue with the interaction.

blindData - Blind data.

priority - Relative priority.

handicap - Handicap.

skillProfileName - Name of the skill profile.

skills - Optional agent skills required to handle the interaction. This parameter will be ignored if the skillProfileName is specified.

onlyIfAgentAvailable - If true, only enqueue the call if an agent is available.

synchronous - If true, the method is synchronous.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

enqueue

void enqueue(String[] agentNames,
 String campaignName,
 int directoryId,
 int contactProfileId,
 Attribute[] attributes,
 byte[] blindData,
 int priority,
 int handicap,
 String skillProfileName,
 SkillInProfile[] skills,
 boolean onlyIfAgentAvailable,
 Duration maxExpectedWaitingTime,
 boolean synchronous)
      throws Exception,
altitude.integrationServer.exceptions.ISException

Enqueues the interaction.

Parameters:

agentNames - Names of the agents.

campaignName - Name of the campaign.

directoryId - Identifier of the directory.

contactProfileId - Identifier of the contact profile.

attributes - Attributes to enqueue with the interaction.

blindData - Blind data.

priority - Relative priority.

handicap - Handicap.

skillProfileName - Name of the skill profile.

skills - Optional agent skills required to handle the interaction. This parameter will be ignored if the skillProfileName is specified.

onlyIfAgentAvailable - If true, only enqueue the call if an agent is available.

maxExpectedWaitingTime - Maximum expected waiting time.

synchronous - If true, the method is synchronous.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

extend

void extend(String agentName,
 String campaignName,
 int directoryId,
 int contactProfileId,
 Attribute[] attributes,
 byte[] blindData,
 boolean synchronous)
     throws Exception,
altitude.integrationServer.exceptions.ISException

Extends the interaction.

Parameters:

agentName - Name of the agent.

campaignName - Name of the campaign.

directoryId - Identifier of the directory.

contactProfileId - Identifier of the contact profile.

attributes - Attributes to send with the extended interaction.

blindData - Blind data.

synchronous - If true, the method is synchronous.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getAgentWebChatData

AgentWebChatData getAgentWebChatData()
                              throws Exception,
altitude.integrationServer.exceptions.ISException

Data used to open a web chat control for agent to handle Instant Messaging interactions.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getAllowedOperations

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

Allowed operations.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getBlindData

byte[] getBlindData()
             throws Exception,
altitude.integrationServer.exceptions.ISException

Blind data.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getData

InstantMessagingInteractionData getData()
                                 throws Exception,
altitude.integrationServer.exceptions.ISException

Data of the instant messaging interaction.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getDnis

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

Number dialed by the customer.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getFromAddress

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

ANI of the remote party talking to the agent. For inbound calls, specifies the caller ANI.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getFromAgent

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

User name of the remote agent.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getInteractionKey

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

The interaction key.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getIsEnqueued

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

True if the interaction is enqueued.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getIsRecording

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

True if the interaction is being recorded.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getJoinUrl

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

URL of the HTTP server of the instant messaging gateway.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getPrimaryParties

InteractionParties getPrimaryParties()
                              throws Exception,
altitude.integrationServer.exceptions.ISException

Primary interaction parties.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getQueueStatus

QueueStatus getQueueStatus()
                    throws Exception,
altitude.integrationServer.exceptions.ISException

Gets the queue status of the instant messaging interaction.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getSecondaryParties

InteractionParties getSecondaryParties()
                                throws Exception,
altitude.integrationServer.exceptions.ISException

Secondary interaction parties.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

getState

InstantMessagingInteractionState getState()
                                   throws Exception,
altitude.integrationServer.exceptions.ISException

State of the instant messaging interaction.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

resumeEnqueue

void resumeEnqueue()
            throws Exception,
altitude.integrationServer.exceptions.ISException

Requests to resume the enqueue.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

retrieve

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

Retrieves the interaction.

Parameters:

synchronous - If true, the method is synchronous.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

sendMessage

void sendMessage(String message,
 InteractionLevel interactionLevel,
 boolean synchronous)
          throws Exception,
altitude.integrationServer.exceptions.ISException

Sends a message in the interaction.

Parameters:

message - The message to send.

interactionLevel - Interaction level.

synchronous - If true, the method is synchronous.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

suspendEnqueue

void suspendEnqueue()
             throws Exception,
altitude.integrationServer.exceptions.ISException

Requests to suspend the enqueue.

Throws:

Exception

altitude.integrationServer.exceptions.ISException

transfer

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

Transfers the interaction.

Parameters:

synchronous - If true, the method is synchronous.

Throws:

Exception

altitude.integrationServer.exceptions.ISException