public interface MonitoredInteractionI
MonitoredInteractionI object represents an InteractionI at a UserI that is being monitored by a
supervisor in the Contact Center (from the supervisors point of view).
The MonitoredInteractionI object shares a subset of properties with the InteractionI object and only provides
properties and methods that are appropriate for a supervisor who is monitoring their assigned users interactions. The
MonitoredInteractionI objects methods allow the supervisor to invoke supervisor operations on the interactions that
they are monitoring.
| Modifier and Type | Method and Description |
|---|---|
void |
bargeIn()
Requests that the Supervisor Barge-In on the contact that is represented by this
MonitoredInteractionI object. |
boolean |
canBargeIn() |
boolean |
canObserve() |
boolean |
canWhisper() |
ContactCenterCodeI |
getActivityCode()
The activity code that is currently set on the
InteractionI that is represented by this
MonitoredInteractionI. |
java.lang.String |
getAddress()
The address URI of the
UserI associated with the InteractionI object that is represented by this
MonitoredInteractionI object. |
java.lang.String |
getAddressName()
The name of the address returned by
getAddress(). |
java.lang.String |
getCalledAddress()
The original destination address of the {code InteractionI} that is represented by this
MonitoredInteractionI. |
java.lang.String |
getCalledAddressName()
The name of the address returned by
getCalledAddress(). |
java.lang.String |
getCallingAddress()
The address that was the original source of the
InteractionI that is represented by this
MonitoredInteractionI. |
java.lang.String |
getCallingAddressName()
The name of the address returned by
getCallingAddress(). |
java.lang.String |
getContactId()
The ID of the contact associated with the
InteractionI that is represented by this MonitoredInteractionI
object. |
ContactType |
getContactType() |
DataI |
getData()
Retrieves the attached data that is associated with the contact of the
InteractionI that is represented by this
MonitoredInteractionI. |
java.lang.String |
getId()
A unique identifier for the
MonitoredInteractionI object. |
IntrinsicI |
getIntrinsic(java.lang.String name)
Performs a lookup on the list returned from
getIntrinsics() for an IntrinsicI object
that matches the name supplied. |
java.util.List<IntrinsicI> |
getIntrinsics()
A list of
IntrinsicI objects that provide additional information about the contact associated with the
InteractionI object that is represented by this MonitoredInteractionI. |
java.lang.String |
getMainContactId()
If the contact associated with this
MonitoredInteractionI object was created as the result of a consult operation
(transfer or conference initiate), this method provides the ID of the main contact that is associated with this consult
contact. |
java.lang.String |
getMonitoredUserId() |
java.lang.String |
getOriginalDestination()
The original destination address used by the caller to reach the system, sometimes referred to as the DNIS (Dialed Number
Identification Service).
|
java.lang.String |
getSkillset()
The skillset if present of the
InteractionI that is represented by this MonitoredInteractionI. |
InteractionState |
getState()
|
StateReason |
getStateReason()
The
StateReason that represents the cause of the latest state transition that occurred on the InteractionI
that is represented by this MonitoredInteractionI. |
java.lang.String |
getSupervisorId() |
java.lang.String |
getUUI()
Retrieves the user-user info (UUI) stored on the contact associated with the
InteractionI that is represented by
this MonitoredInteractionI. |
boolean |
isMonitored() |
boolean |
isMultimedia() |
void |
observe()
Requests that the Supervisor observe the contact represented by this
MonitoredInteractionI object. |
void |
whisper()
Requests that the Supervisor begin whispering to the
UserI they are monitoring on the contact that is represented
by this MonitoredInteractionI object. |
boolean canObserve()
throws ObjectInvalidException
true if the MonitoredInteractionI can be observed by the supervisor invoking the
observe() method.ObjectInvalidException - if the MonitoredInteractionI object has been deletedboolean canBargeIn()
throws ObjectInvalidException
true if the supervisor can barge in to the MonitoredInteractionI by the invoking the
bargeIn() method.ObjectInvalidException - if the MonitoredInteractionI object has been deletedboolean canWhisper()
throws ObjectInvalidException
true if the supervisor can whisper to (coach) the user that is being monitored on this
MonitoredInteractionI by invoking the whisper() method.ObjectInvalidException - if the MonitoredInteractionI object has been deletedjava.lang.String getId()
MonitoredInteractionI object.
This identifier will be the same as the InteractionI object at the UserI that is being monitored by this
Supervisor. Identifier values are only guaranteed to be unique among objects of the same type. Client applications should
not rely on the value of the ID property for anything other than uniquely identifying an instance of a particular object
type, as the actual value of the ID property may be changed in future releases.
This property is available for access after the application has received a NotificationType.DELETE notification for
this MonitoredInteractionI object.
MonitoredInteractionI objectjava.lang.String getAddress()
throws ObjectInvalidException
UserI associated with the InteractionI object that is represented by this
MonitoredInteractionI object. Please see InteractionI.getAddress() for further details on the format.ResourceI handling the InteractionI that is represented by
this MonitoredInteractionIObjectInvalidException - if the MonitoredInteractionI object has been deletedjava.lang.String getAddressName()
throws ObjectInvalidException
getAddress(). Please see
InteractionI.getAddressName() for further details on the format.ResourceI handling the InteractionI that is
represented by this MonitoredInteractionIObjectInvalidException - if the MonitoredInteractionI object has been deletedjava.lang.String getCallingAddress()
throws ObjectInvalidException
InteractionI that is represented by this
MonitoredInteractionI. Please see InteractionI.getCallingAddress() for further details on the address format.InteractionI represented by this MonitoredInteractionIObjectInvalidException - if the MonitoredInteractionI object has been deletedjava.lang.String getCallingAddressName()
throws ObjectInvalidException
getCallingAddress(). Please see
InteractionI.getCallingAddressName() for further details on the address name format.InteractionI represented by this
MonitoredInteractionIObjectInvalidException - if the MonitoredInteractionI object has been deletedjava.lang.String getCalledAddress()
throws ObjectInvalidException
MonitoredInteractionI.
Please see InteractionI.getCalledAddress() for further details on the address format.InteractionI represented by this
MonitoredInteractionIObjectInvalidException - if the MonitoredInteractionI object has been deletedjava.lang.String getCalledAddressName()
throws ObjectInvalidException
getCalledAddress(). Please see
InteractionI.getCalledAddressName() for further details on the address name format.InteractionI represented by this
MonitoredInteractionIObjectInvalidException - if the MonitoredInteractionI object has been deletedContactCenterCodeI getActivityCode() throws ObjectInvalidException
InteractionI that is represented by this
MonitoredInteractionI. Please see InteractionI.getActivityCode() for further details on activity codes.ContactCenterCodeI that has been set on this interaction or null if no code has been
set.ObjectInvalidException - if the MonitoredInteractionI object has been deletedjava.lang.String getContactId()
throws ObjectInvalidException
InteractionI that is represented by this MonitoredInteractionI
object. Please see InteractionI.getContactId() for further details on the contact identifier.InteractionI that is represented by this MonitoredInteractionIObjectInvalidException - if the MonitoredInteractionI object has been deletedContactType getContactType() throws ObjectInvalidException
ContactType that is being handled by the InteractionI that is represented by this
MonitoredInteractionIObjectInvalidException - if the MonitoredInteractionI object has been deletedDataI getData() throws ObjectInvalidException
InteractionI that is represented by this
MonitoredInteractionI. Please see InteractionI.getData() for further details.DataI object that represents the data attached to the contact or null if no attached data exists
on the contact.ObjectInvalidException - if the MonitoredInteractionI object has been deletedjava.util.List<IntrinsicI> getIntrinsics() throws ObjectInvalidException
IntrinsicI objects that provide additional information about the contact associated with the
InteractionI object that is represented by this MonitoredInteractionI.IntrinsicI objectsObjectInvalidException - if the MonitoredInteractionI object has been deletedboolean isMonitored()
throws ObjectInvalidException
true if this InteractionI that is represented by this MonitoredInteractionI
is being observed by a supervisorObjectInvalidException - if the MonitoredInteractionI object has been deletedboolean isMultimedia()
throws ObjectInvalidException
true if the InteractionI that is represented by this MonitoredInteractionI has a multimedia
ContactTypeObjectInvalidException - if the MonitoredInteractionI object has been deletedjava.lang.String getSkillset()
throws ObjectInvalidException
InteractionI that is represented by this MonitoredInteractionI. Please see
InteractionI.getSkillset() for further details.MonitoredInteractionI has been queued by the Contact
Center, null if it has not been queued yet or is a personal interactionObjectInvalidException - if the MonitoredInteractionI object has been deletedInteractionState getState()
InteractionState of the InteractionI that is represented by this MonitoredInteractionI.
Please see InteractionI.getState() for further details. This property is available for access after the application
has received a NotificationType.DELETE notification for this MonitoredInteractionI object and will return
InteractionState.Dropped.
InteractionState of the InteractionI that is represented by this
MonitoredInteractionIStateReason getStateReason() throws ObjectInvalidException
StateReason that represents the cause of the latest state transition that occurred on the InteractionI
that is represented by this MonitoredInteractionI.
This property is available for access after the application has received a NotificationType.DELETE notification for
this MonitoredInteractionI object.
StateReason of the InteractionI that is represented by this
MonitoredInteractionI.ObjectInvalidException - if the MonitoredInteractionI object has been deletedjava.lang.String getUUI()
throws ObjectInvalidException
InteractionI that is represented by
this MonitoredInteractionI. Please see InteractionI.getUUI() for further details.InteractionI that is represented by this MonitoredInteractionIObjectInvalidException - if the MonitoredInteractionI object has been deletedjava.lang.String getMainContactId()
throws ObjectInvalidException
MonitoredInteractionI object was created as the result of a consult operation
(transfer or conference initiate), this method provides the ID of the main contact that is associated with this consult
contact. Please see InteractionI.getMainContactId() for further details.null if the contact associated with this
MonitoredInteractionI object is not a consult contactObjectInvalidException - if the MonitoredInteractionI object has been deletedjava.lang.String getOriginalDestination()
throws ObjectInvalidException
InteractionI.getOriginalDestination() for further details.InteractionI that is represented by this MonitoredInteractionIObjectInvalidException - if the MonitoredInteractionI object has been deletedIntrinsicI getIntrinsic(java.lang.String name) throws ObjectInvalidException, InvalidArgumentException
getIntrinsics() for an IntrinsicI object
that matches the name supplied.name - the name of the intrinsic to returnIntrinsicI object that matches the name argument or null if no intrinsic matches the nameObjectInvalidException - if the MonitoredInteractionI object has been deletedInvalidArgumentException - if the name argument is null or an empty stringjava.lang.String getSupervisorId()
throws ObjectInvalidException
UserI.getId() for the Supervisors UserI objectObjectInvalidException - if the MonitoredInteractionI object has been deletedjava.lang.String getMonitoredUserId()
throws ObjectInvalidException
MonitoredUserI#getId of the MonitoredUserI that is associated with this
MonitoredInteractionI objectObjectInvalidException - if the MonitoredInteractionI object has been deletedvoid observe()
throws ObjectInvalidException
MonitoredInteractionI object.
An observe operation adds the Supervisor as an observing participant into an existing contact so they can observe an
InteractionI of one of their assigned users. The Supervisor will be in receive only or listen only mode. They are
not an active participant in the contact.
If successful, a NotificationType.NEW notification will be received by the application indicating that a new
InteractionI object has been created that represents the Supervisors observe participation in the contact. The
InteractionI.getParticipationReason() of this new InteractionI will return StateReason.Observe. The
InteractionI.isMonitored() property is set to true to indicate that the contact represented by this
interaction is now being monitored. This notification is sent to the InteractionListenerI implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
If the UserI that is being observed by the Supervisor is within a SessionI then the InteractionI at
the UserI that is represented by this MonitoredInteractionI will have InteractionI.isMonitored()
property set to true identifying that the contact is being monitored. The
InteractionI.getRemoteParticipants() of this InteractionI will be updated to reflect that the Supervisor
UserI is now observing the contact. A NotificationType.UPDATE notification is sent to the
InteractionListenerI implementation that is supplied by the application that is in control of this users
SessionI.
If a failure occurs a NotificationType.ERROR notification will be received. This notification is sent to the
MonitoredInteractionListenerI implementation that is supplied by the application as an argument to the
MonitoredUserI.monitorInteractions(com.avaya.ccs.api.MonitoredInteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canObserve() capability method to determine when it is possible to invoke this method. If the
meaning of the error code in the context of this method differs significantly from the generic description given for that
error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.DestinationStateInvalid |
The MonitoredInteractionI is not in a state that allows observing of the contact |
ErrorCode.InvalidRequest |
The MonitoredInteractionI represents a non-skillset contact but the supervisor has not been granted permission
to observe non-skillset contacts |
ErrorCode.MissingContactType |
The MonitoredInteractionI has a ContactType that the Supervisor is not administered with |
ErrorCode.NoAgentPresent |
The Supervisor is not logged in to the Contact Center |
ErrorCode.OperationNotSupported |
|
ErrorCode.OutOfService |
ObjectInvalidException - if the MonitoredInteractionI object has been deletedvoid bargeIn()
throws ObjectInvalidException
MonitoredInteractionI object.
The Barge-In operation is only possible on MonitoredInteractionI objects that the Supervisor is currently either;
The Barge-In operation upgrades the Supervisor to a full active participant on the contact that they were either observing or whispering into.
If successful, a NotificationType.UPDATE notification will be received by the application indicating that the
InteractionI object that represented the Supervisors observe or whisper participation has been updated to reflect
the Supervisors barge-in participation on the contact. The InteractionI.getParticipationReason() of the updated
InteractionI will return StateReason.BargeIn. This notification is sent to the InteractionListenerI
implementation that is supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
If a failure occurs a NotificationType.ERROR notification will be received. This notification is sent to the
MonitoredInteractionListenerI implementation that is supplied by the application as an argument to the
MonitoredUserI.monitorInteractions(com.avaya.ccs.api.MonitoredInteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canBargeIn() capability method to determine when it is possible to invoke this method. If the
meaning of the error code in the context of this method differs significantly from the generic description given for that
error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.InvalidRequest |
The MonitoredInteractionI represents a non-skillset contact but the supervisor has not been granted permission
to barge-in on non-skillset contacts |
ErrorCode.MissingContactType |
The MonitoredInteractionI has a ContactType that the Supervisor is not administered with |
ErrorCode.NoAgentPresent |
The Supervisor is not logged in to the Contact Center |
ErrorCode.OperationNotSupported |
|
ErrorCode.OutOfService |
ObjectInvalidException - if the MonitoredInteractionI object has been deletedvoid whisper()
throws ObjectInvalidException
UserI they are monitoring on the contact that is represented
by this MonitoredInteractionI object.
A Whisper operation is only possible on MonitoredInteractionI objects that the Supervisor is currently observing.
The Whisper operation allows the Supervisor to communicate with the UserI that they have been observing on the
contact. This is also known as coaching. The Supervisor cannot communicate with other parties present on the contact.
If successful, a NotificationType.UPDATE notification will be received by the application indicating that the
InteractionI object that represented the Supervisors observe participation has been updated to reflect the
Supervisors whisper participation on the contact. The InteractionI.getParticipationReason() of the updated
InteractionI will return StateReason.Whisper. This notification is sent to the InteractionListenerI
implementation that is supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI) method.
If a failure occurs a NotificationType.ERROR notification will be received. This notification is sent to the
MonitoredInteractionListenerI implementation that is supplied by the application as an argument to the
MonitoredUserI.monitorInteractions(com.avaya.ccs.api.MonitoredInteractionListenerI) method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canWhisper() capability method to determine when it is possible to invoke this method. If the
meaning of the error code in the context of this method differs significantly from the generic description given for that
error code, then a context-specific meaning is given.
| Error Codes | Context Specific Meaning / Notes |
|---|---|
ErrorCode.FeatureError |
The observe() API was not invoked before whisper() |
ErrorCode.MissingContactType |
The MonitoredInteractionI has a ContactType that the Supervisor is not administered with |
ErrorCode.NoAgentPresent |
The Supervisor is not logged in to the Contact Center |
ErrorCode.OperationNotSupported |
|
ErrorCode.OutOfService |
ObjectInvalidException - if the MonitoredInteractionI object has been deleted