Common media API
The common media API methods and properties are applicable to the EmailCall object, CallbackCall object, and the VoicemailCall object.
|
Property name |
Accessibility |
Applies to |
Description |
|---|---|---|---|
|
AccountName |
Read/Write |
All |
Allow to set or get associated account name. |
|
CallDirection |
Read |
All |
Call direction type:
|
|
Read |
All |
Provides access to the CallerInfo object. |
|
|
CallId |
Read |
All |
The call ID. |
|
CallType |
Read |
All |
Media type of call: |
|
LastError |
Read |
All |
Gets the last known error code. |
|
Message |
Read/Write |
All |
The caller's message to display to the agent. Previously known as CallerMessage. |
|
Read |
ACD calls |
Contains ACD-related routing properties. |
|
|
TenantID |
Read |
All |
The tenant ID. |
|
Terminate |
Read/Write |
All |
Set to true to terminate the call on script completion. |
|
Read |
Email/Voicemail |
Contains TTS-related information. |
RoutingProperties
RoutingProperties contains ACD-related routing properties. It is applied on all MCS media (email, callbacks, and voicemail).
|
Property name |
Accessibility |
Description |
|---|---|---|
|
AgentSelectionMode |
Read/Write |
Defines whether skill weighting is being used (when call arrives) and how:
|
|
AssignedPriority |
Read/Write |
Affects HardPriority. |
|
CallRejectedCounter |
Read |
How many times the call was rejected. |
|
DirectRouteAgentId |
Read/Write |
AgentID where this call should be routed to. |
|
Maturity |
Read/Write |
The current arrival time bias. Arrival time bias is used to offset TQOS by adding bias to the arrival time. |
|
Read |
Returns Optional Parameters collection. |
|
|
QueueName |
Read/Write |
The name of the queue for this call. |
|
Read |
Provides a way to override the default setting for the routing mechanism in different modes. |
|
|
Read |
Provides access to the skills collection. |
RoutingModes
RoutingProperties.RoutingMode provides a way to override the default setting for the routing mechanism in different modes:
- 0 = Default
- 1 = Route
- 2 = Queue
- 3 = Reject
|
Property name |
Accessibility |
Description |
|---|---|---|
|
AgentsBusy |
Read/Write |
Controls routing when all applicable agents are busy. |
|
AgentsLoggedOff |
Read/Write |
Controls routing when all applicable agents are logged off. |
|
AgentsUnavailable |
Read/Write |
Controls routing when all applicable agents are unavailable. |
Skills collection
RoutingProperties.Skills provides access to the skills collection.
|
Property name |
Accessibility |
Description |
|---|---|---|
|
Count |
Read |
Size of collection. |
|
Item(id) |
Read |
Gets skill name by index. This method is used internally for collection traversal. |
|
SetItem(Id, name) |
Write |
Sets skill name at given index. This method is used internally for collection traversal. |
|
Add |
Write |
By name (compressed – case insensitive). |
|
Remove(name) |
Write |
Removes skill from collection by name. |
|
RemoveByIndex(index) |
Write |
Removes skill from collection by index. This method is used internally. |
|
Clear |
Write |
Clears container. |
|
Contains |
Read |
Checks if given item (by name) exists. |
CallerInfo object
The CallerInfo object has the following properties.
|
Property name |
Accessibility |
Description |
|---|---|---|
|
Name |
Read/Write |
Caller's name. |
|
ANI |
Read |
Caller's address. |
|
DNIS |
Read |
Designated address used by caller. |
|
IvrDigits |
Read |
Only for callbacks and voicemail. |
ErrorInfo
The ErrorInfo property contains detailed error information.
|
Property name |
Type |
Description |
|---|---|---|
|
ErrorCode |
Read |
Enumeration varies per script and media. |
|
ErrorMessage |
Read |
The error message. |
|
ErrorLevel |
Read |
Error level types:
|
Optional parameters collection
The Optional Parameters property provides access to the optional parameters collection.
|
Property name |
Accessibility |
Description |
|---|---|---|
|
Count |
Read |
Size of collection. |
|
Item(id) |
Read |
Gets optional parameter name by index. This method is used internally for collection traversal. |
|
SetItem(Id, name) |
Write |
Sets optional parameter name at given index. This method is used internally for collection traversal. |
|
Add |
Write |
By name (compressed – case insensitive). |
|
Remove(name) |
Write |
Removes optional parameter from collection by name. |
|
RemoveByIndex(index) |
Write |
Removes optional parameter from collection by index. This method is used internally. |
|
Clear |
Write |
Clears container. |
|
Contains |
Read |
Checks if given item (by name) exists. |
ItemInfo object
The ItemInfo object is available to email, callback and voicemail call types and includes the following properties.
|
Property name |
Type |
Description |
|---|---|---|
|
ItemId |
Read |
Returns item’s unique identifier. |
|
Read |
Provides access to the FolderInfo object. |
The FolderInfo object is available to email, callback and voicemail call types and includes the following properties.
|
Property name |
Type |
Description |
|---|---|---|
|
Name |
Read |
The folder's name. |
|
Id |
Read |
The folder's unique identifier. |
|
EmailAddress |
Read |
The folder's email address. |
TtsInfo object
The TtsInfo object is available to transferrable media types (email and voicemail) and includes the following properties.
|
Property name |
Type |
Description |
|---|---|---|
|
ApplicationId |
Read |
Returns associated EntryPoint application ID. |
|
BlockName |
Read |
Returns associated EntryPoint block name. |
|
Parameter |
Read |
Returns associated EntryPoint parameter name. |
|
ScriptName |
Read |
Returns associated EntryPoint script name. |