public interface InteractionI
The InteractionI
object represents a user's interaction with a contact in the Contact Center from the perspective of a
UserI
and ResourceI
that is associated with the current session.
A contact in the Contact Center represents a logical call of a specified ContactType
between one or more parties. The
InteractionI
object represents a view of this contact from this users perspective.
Invoking the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method requests the server to begin sending notifications to the application for
InteractionI
objects within the SessionI
.
The methods available on InteractionI
allow the application to retrieve all pertinent information related to this
interaction as well as controlling the interaction by invoking operations (such as answer an incoming interaction or placing an
interaction on hold). Many methods that allow the application to interact with the InteractionI
object have
corresponding capability methods to identify whether the operation can be invoked at this time (for example, the
canAnswer()
capability method identifies whether answer()
can be invoked).
Modifier and Type | Method and Description |
---|---|
void |
addAgentNote(java.lang.String note)
Requests that an agent note be added to the contact associated with this
InteractionI within the campaign. |
void |
addToDNC()
Requests that the
ContactNumberI associated with this InteractionI object be added to the Do Not Call (DNC)
list on the POM server. |
void |
answer()
Requests that an incoming ringing interaction be answered.
|
boolean |
canAddAgentNote() |
boolean |
canAddToDnc() |
boolean |
canAnswer() |
boolean |
canChangeConferenceOwner() |
boolean |
canCompleteConference() |
boolean |
canCompleteTransfer() |
boolean |
canCreateCallback() |
boolean |
canEmergency() |
boolean |
canEnd() |
boolean |
canEndConference() |
boolean |
canEndConsult() |
boolean |
canExtendWrapup() |
boolean |
canGetActivityCodes() |
boolean |
canGetAutoPhrases() |
boolean |
canGetCallbackDestinations() |
boolean |
canGetConsultDestinations() |
boolean |
canGetCustomerHistory() |
boolean |
canGetCustomFields() |
boolean |
canGetDispositionCodes() |
boolean |
canGetPagePushUrls() |
boolean |
canGetSkillsets() |
boolean |
canHold() |
boolean |
canInitiateConference() |
boolean |
canInitiateConferenceToDestination() |
boolean |
canInitiateTransfer() |
boolean |
canInitiateTransferToDestination() |
boolean |
canJoinConference() |
boolean |
canObserveDn() |
boolean |
canOpenMedia() |
boolean |
canPlayDTMF() |
boolean |
canPreviewCancel() |
boolean |
canPreviewDial() |
boolean |
canPreviewDialFreeForm() |
boolean |
canRedial() |
boolean |
canRefreshAgentNotes() |
boolean |
canSetActivityCode() |
boolean |
canSetUUI() |
boolean |
canTransferToDestination() |
boolean |
canUnhold() |
boolean |
canUpdateCustomerAddress() |
boolean |
canUpdateCustomerEmail() |
boolean |
canUpdateCustomerName() |
boolean |
canUpdateCustomerPhone() |
boolean |
canWrapup() |
boolean |
canWrapupWithCode() |
void |
changeConferenceOwner()
Requests that the owner of the conference be changed.
|
void |
completeConference()
Requests completion of a conference that was initiated by
initiateConference(java.lang.String) . |
void |
completeTransfer()
Requests completion of a supervised transfer initiated by
initiateTransfer(java.lang.String) . |
void |
consult(java.lang.String destination)
Initiate a consult between two agents.
|
void |
createCallback(DestinationI callbackDestination,
ContactNumberI contactNumber,
java.lang.String callbackTime,
java.lang.String callbackExpiryTime,
java.lang.String callbackNote)
Requests that the customer on this
InteractionI be called back on a known ContactNumberI (administered on
the POM server) by a callback DestinationI at a specified time. |
void |
createCallback(DestinationI callbackDestination,
java.lang.String externalNumber,
java.lang.String callbackTime,
java.lang.String callbackExpiryTime,
java.lang.String callbackNote)
Requests that the customer on this
InteractionI be called back on an unknown number (not administered on the POM
server) by a callback DestinationI at a specified time. |
void |
emergency()
Requests invocation of the emergency feature on this interaction.
|
void |
end()
Requests that an interaction be ended by dropping the associated user from the contact.
|
void |
end(java.lang.String closeReasonCode,
java.lang.String closingAgentNote,
boolean sendTranscript) |
void |
endConference()
Requests that a three participant conference represented by this
InteractionI be ended. |
void |
endConsult()
End a consult between two agents
|
void |
extendWrapup()
Requests that the time allowed to wrapup the
InteractionI object be extended. |
ContactCenterCodeI |
getActivityCode()
The activity code, if any, currently set on this interaction.
|
void |
getActivityCodes()
Requests retrieval of the administered activity codes in the Contact Center for this
InteractionI object. |
java.lang.String |
getAddress()
The address URI associated with the
ResourceI object that is handling this InteractionI object. |
java.lang.String |
getAddressName()
The name of the address returned by
getAddress() . |
java.util.List<java.lang.String> |
getAgentNotes()
The agent notes stored on the
InteractionI object. |
java.lang.String |
getAgentScriptUrl() |
void |
getCallbackDestinations(DestinationType callbackDestType)
Requests the
DestinationI objects of a specified DestinationType that are available for the user to setup
as the destination for a callback. |
java.util.List<DestinationType> |
getCallbackDestinationTypes()
A list of
DestinationType objects that define the possible argument values for the
getCallbackDestinations(com.avaya.ccs.api.enums.DestinationType) method. |
java.lang.String |
getCalledAddress()
The original destination address associated with this {code InteractionI}.
|
java.lang.String |
getCalledAddressName()
The name of the address returned by
getCalledAddress() . |
java.lang.String |
getCallingAddress()
The address that was the original source of this
InteractionI . |
java.lang.String |
getCallingAddressName()
The name of the address returned by
getCallingAddress() . |
java.lang.String |
getCampaignName()
The name of the POM campaign that caused this this
InteractionI object to be created. |
com.avaya.ccs.core.CloseReasonCode |
getClosedReasonCode()
A ClosedReasonCode may optionally be set as a field on an Interaction.
|
void |
getConsultDestinations(DestinationType consultDestType)
Requests the
DestinationI objects of a specified DestinationType that are available for the user to consult
with. |
void |
getConsultDestinationTypes()
A list of
DestinationType objects that define the possible argument values for the
getConsultDestinations(com.avaya.ccs.api.enums.DestinationType) method. |
java.lang.String |
getContactId()
The ID of the contact that this
InteractionI object represents. |
java.util.List<ContactNumberI> |
getContactNumbers()
A list of
ContactNumberI objects each representing an administered contact number for this customer. |
ContactType |
getContactType() |
CustomerDetailsI |
getCustomerDetails()
The
CustomerDetailsI of the customer being dialled. |
void |
getCustomFields()
Requests retrieval of the custom fields for this
InteractionI object. |
DataI |
getData()
Retrieves the attached data that is associated with the contact.
|
java.lang.String |
getId()
A unique identifier for the
InteractionI 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 that this InteractionI
object is associated with. |
java.lang.String |
getMainContactId()
If the Contact that this
InteractionI is associated with 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. |
com.avaya.ccs.core.Media |
getMedia()
A getter for the MediaI member of this InteractionI object.
|
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).
|
StateReason |
getParticipationReason()
Participation reason can be used to determine how a
UserI is participating in a contact. |
int |
getPreviewTimer()
Preview timer is the maximum time administered on the POM server that an interaction should remain in
InteractionState.Preview before dialing. |
java.util.List<RemoteParticipantI> |
getRemoteParticipants() |
java.lang.String |
getResourceId()
Identifies the
ResourceI object that this InteractionI object is associated with by its identifier. |
java.util.List<com.avaya.ccs.core.ScreenPop> |
getScreenPops()
Get the list of
ScreenPopI s associated with this Interaction. |
SessionI |
getSession() |
java.lang.String |
getSkillset()
For an
InteractionI object representing a Contact Center contact this will return the latest skillset that the
contact has been routed to. |
void |
getSkillsets()
Request the list of available email skillsets configured in AACC/ACCS that can be used as an originating
address for an ad-hoc email.
|
InteractionState |
getState()
The current
InteractionState of this InteractionI object. |
StateReason |
getStateReason()
The
StateReason that represents the cause of the latest state transition. |
java.lang.String |
getUserId()
Identifies the
UserI object that this InteractionI object is associated with by its identifier. |
java.lang.String |
getUUI()
Retrieves the user-user info (UUI) stored on the contact associated with this
InteractionI . |
java.lang.String |
getWebChatAgentLabel()
The Webchat label of the
UserI who received is processing this contact. |
boolean |
getWebChatCustomerConnected()
A customer in a web chat may temporarily lose their connection, for example if their internet connection drops
In this case, an Interaction Update will be sent to the client with WebChatCustomerConnected set to
false
If this contact isn't a {WebChatMediaI} contact, then this will be null |
int |
getWrapupTimer()
Wrapup time is the maximum time administered on the POM server that an interaction should remain in
InteractionState.Wrapup . |
void |
hold()
Requests that an active interaction be placed on hold.
|
void |
initiateConference(java.lang.String destination)
Requests initation of a conference to the specified destination.
|
void |
initiateConferenceToDestination(DestinationI destination)
Requests initation of a consult conference to the specified
DestinationI administered on the POM server. |
void |
initiateTransfer(java.lang.String destination)
Requests initation of a supervised transfer to the specified destination.
|
void |
initiateTransferToDestination(DestinationI destination)
Requests initiation of a consult transfer to the specified
DestinationI administered on the POM server. |
boolean |
isAutoAnswered()
This field shows that interaction was answered by the system
|
boolean |
isConference()
In a Conference, two agents are talking/messaging with a third party (the customer) who can hear/read what they are saying
|
boolean |
isConsult()
In a Consult, two agents are talking/messaging to each other while a third party (the customer) cannot hear/read what they are saying
|
boolean |
isMonitored() |
boolean |
isMultimedia() |
void |
joinConference(InteractionI otherInteraction)
Requests that two unrelated
InteractionI objects that share a common UserI be joined together bringing all
parties on the two interactions into a single conference. |
void |
openMedia()
Open the
MediaI channel for this Interaction. |
void |
playDTMF(java.lang.String digits)
Requests that dtmf tones be played into the media stream of the interaction.
|
void |
previewCancel()
Requests that the preview of a POM contact associated with this
InteractionI object be cancelled. |
void |
previewDial(ContactNumberI contactNumber)
Requests that a
ContactNumberI administered for the customer in the preview campaign be dialled. |
void |
previewDialFreeForm(java.lang.String destination)
Requests that a contact number not administered for the customer in the preview campaign be dialled.
|
void |
redial(ContactNumberI contact)
Requests that the
ContactNumberI of the preview campaign be redialled. |
void |
refreshAgentNotes()
Requests that the agent notes on the contact associated with this
InteractionI be refreshed. |
void |
removeData()
Requests that the attached data currently set on the contact that associated with this
InteractionI object be
removed. |
void |
removeIntrinsic(java.lang.String name)
Requests that an intrinsic specified by a name be removed from the contact.
|
void |
requestAutoPhrases()
Send the request to CCS for
AutoPhrasesI . |
void |
requestCustomerHistory()
Send the request to the server for the list of previous Interactions for this customer.
|
void |
requestCustomerInteractionMedia(java.lang.String contactId)
Requests the media (e.g.
|
void |
requestDispositionCodes()
Requests retrieval of the administered disposition codes.
|
void |
requestPagePushUrls()
Send the request to CCS for
PagePushUrlListI . |
void |
setActivityCode(java.lang.String code)
Requests that an activity code be set on the contact that this
InteractionI object represents. |
void |
setData(DataI data)
Requests that attached data be set on the contact that associated with this
InteractionI object. |
void |
setIntrinsic(java.lang.String name,
java.lang.String value)
Requests that the value of an existing intrinsic be modified or a new intrinsic be added to a contact.
|
void |
setMedia(com.avaya.ccs.core.Media interactionMedia)
A setter for the MediaI member of this InteractionI object.
|
void |
setUUI(java.lang.String uui)
Requests that new user-user-info (UUI) be set on the contact associated with this
InteractionI object. |
java.lang.String |
toJsonStringMaskSensitive() |
void |
transferToDestination(DestinationI destination)
Transfer to a destination.
|
void |
unhold()
Requests that a held interaction be taken off hold.
|
void |
updateClosedReasonCode(java.lang.String code)
Set or update the closed-reason code on the Interaction in CCS.
|
void |
updateCustomerAddress(PostalAddressListEntryI addressEntry)
Requests update of the postal address information that is associated with the customer on the
InteractionI . |
void |
updateCustomerEmail(EmailListEntryI emailEntry)
Requests update of the email information that is associated with the customer on the
InteractionI . |
void |
updateCustomerName(java.lang.String title,
java.lang.String firstName,
java.lang.String lastName)
Requests update of the name of the customer on the
InteractionI . |
void |
updateCustomerPhone(PhoneListEntryI phoneEntry)
Requests update of phone information that is associated with the customer on the
InteractionI . |
void |
wrapup()
Requests that the POM contact associated with this
InteractionI object be wrapped up. |
void |
wrapupWithCode(ContactCenterCodeI completionCode)
Requests that the POM contact associated with this
InteractionI object be wrapped up with a valid
ContactCenterCodeI object representing a POM completion code. |
boolean canObserveDn() throws ObjectInvalidException
true
if answer()
supervisor for this agent can observe DN calls, false
if it cannot.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canAnswer() throws ObjectInvalidException
true
if answer()
can be invoked at this time, false
if it cannot be invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canHold() throws ObjectInvalidException
true
if hold()
can be invoked at this time, false
if it cannot be invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canUnhold() throws ObjectInvalidException
true
if unhold()
can be invoked at this time, false
if it cannot be invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canEnd() throws ObjectInvalidException
true
if end()
can be invoked at this time, false
if it cannot be invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canInitiateTransfer() throws ObjectInvalidException
true
if initiateTransfer(java.lang.String)
can be invoked at this time, false
if it cannot be
invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canInitiateConference() throws ObjectInvalidException
true
if canInitiateConference()
can be invoked at this time, false
if it cannot
be invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canCompleteTransfer() throws ObjectInvalidException
true
if completeTransfer()
can be invoked at this time, false
if it cannot be
invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canCompleteConference() throws ObjectInvalidException
true
if completeConference()
can be invoked at this time, false
if it cannot be
invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canJoinConference() throws ObjectInvalidException
true
if joinConference(com.avaya.ccs.api.InteractionI)
can be invoked at this time, false
if it cannot be
invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canEmergency() throws ObjectInvalidException
true
if emergency()
can be invoked at this time, false
if it cannot be invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canPlayDTMF() throws ObjectInvalidException
true
if playDTMF(java.lang.String)
can be invoked at this time, false
if it cannot be invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canSetActivityCode() throws ObjectInvalidException
true
if setActivityCode(java.lang.String)
can be invoked at this time, false
if it cannot be
invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canGetActivityCodes() throws ObjectInvalidException
true
if getActivityCodes()
can be invoked at this time, false
if it cannot be
invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canGetCustomFields() throws ObjectInvalidException
true
if getCustomFields()
can be invoked at this time, false
if it cannot be
invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canGetSkillsets() throws ObjectInvalidException
true
if getSkillsets()
can be invoked at this time, false
if it cannot be invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canSetUUI() throws ObjectInvalidException
true
if setUUI(java.lang.String)
can be invoked at this time, false
if it cannot be invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canAddAgentNote() throws ObjectInvalidException
true
if addAgentNote(java.lang.String)
can be invoked at this time, false
if it cannot be
invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canRefreshAgentNotes() throws ObjectInvalidException
true
if refreshAgentNotes()
can be invoked at this time, false
if it cannot be
invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canGetCallbackDestinations() throws ObjectInvalidException
true
if getCallbackDestinations(com.avaya.ccs.api.enums.DestinationType)
can be invoked at this time, false
if it
cannot be invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canGetConsultDestinations() throws ObjectInvalidException
true
if getConsultDestinations(com.avaya.ccs.api.enums.DestinationType)
can be invoked at this time, false
if it cannot
be invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canGetDispositionCodes() throws ObjectInvalidException
true
if requestDispositionCodes()
can be invoked at this time, false
if it cannot be
invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canWrapup() throws ObjectInvalidException
true
if wrapup()
can be invoked at this time, false
if it cannot be invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canWrapupWithCode() throws ObjectInvalidException
true
if wrapupWithCode(com.avaya.ccs.api.ContactCenterCodeI)
can be invoked at this time, false
if it cannot be
invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canExtendWrapup() throws ObjectInvalidException
true
if extendWrapup()
can be invoked at this time, false
if it cannot be
invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canCreateCallback() throws ObjectInvalidException
true
if createCallback(com.avaya.ccs.api.DestinationI, com.avaya.ccs.api.ContactNumberI, java.lang.String, java.lang.String, java.lang.String)
can be invoked at this time, false
if it cannot be
invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canPreviewDialFreeForm() throws ObjectInvalidException
true
if previewDialFreeForm(java.lang.String)
can be invoked at this time, false
if it cannot be
invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canPreviewDial() throws ObjectInvalidException
true
if previewDial(com.avaya.ccs.api.ContactNumberI)
can be invoked at this time, false
if it cannot be
invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canPreviewCancel() throws ObjectInvalidException
true
if previewCancel()
can be invoked at this time, false
if it cannot be
invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canRedial() throws ObjectInvalidException
true
if redial(com.avaya.ccs.api.ContactNumberI)
can be invoked at this time, false
if it cannot be invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canInitiateTransferToDestination() throws ObjectInvalidException
true
if initiateTransferToDestination(com.avaya.ccs.api.DestinationI)
can be invoked at this time, false
if it
cannot be invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canInitiateConferenceToDestination() throws ObjectInvalidException
true
if initiateConferenceToDestination(com.avaya.ccs.api.DestinationI)
can be invoked at this time, false
if
it cannot be invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canChangeConferenceOwner() throws ObjectInvalidException
true
if changeConferenceOwner()
can be invoked at this time, false
if it cannot
be invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canEndConference() throws ObjectInvalidException
true
if endConference()
can be invoked at this time, false
if it cannot be
invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canEndConsult() throws ObjectInvalidException
true
if endConsult()
can be invoked at this time, false
if it cannot be
invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canUpdateCustomerName() throws ObjectInvalidException
true
if updateCustomerName(java.lang.String, java.lang.String, java.lang.String)
can be invoked at this time, false
if it cannot be
invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canUpdateCustomerAddress() throws ObjectInvalidException
true
if updateCustomerAddress(com.avaya.ccs.api.PostalAddressListEntryI)
can be invoked at this time, false
if it cannot
be invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canUpdateCustomerPhone() throws ObjectInvalidException
true
if updateCustomerPhone(com.avaya.ccs.api.PhoneListEntryI)
can be invoked at this time, false
if it cannot be
invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canUpdateCustomerEmail() throws ObjectInvalidException
true
if updateCustomerEmail(com.avaya.ccs.api.EmailListEntryI)
can be invoked at this time, false
if it cannot be
invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canAddToDnc() throws ObjectInvalidException
true
if addToDNC()
can be invoked at this time, false
if it cannot be invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canGetAutoPhrases() throws ObjectInvalidException
true
if requestAutoPhrases()
can be invoked at this time, false
if it cannot be invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canGetCustomerHistory() throws ObjectInvalidException
true
if requestCustomerHistory()
can be invoked at this time, false
if it cannot be invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canGetPagePushUrls() throws ObjectInvalidException
true
if requestPagePushUrls()
can be invoked at this time, false
if it cannot be invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canOpenMedia() throws ObjectInvalidException
true
if canOpenMedia()
can be invoked at this time, false
if it cannot be invoked.ObjectInvalidException
- if the InteractionI
object has been deletedboolean canTransferToDestination() throws ObjectInvalidException
true
if transferToDestination(DestinationI)
can be invoked at this time, false
if it cannot be invoked.ObjectInvalidException
- if the InteractionI
object has been deletedjava.lang.String getAddress() throws ObjectInvalidException
ResourceI
object that is handling this InteractionI
object. See
ResourceI.getAddress()
for details on the format.ResourceI
that is handling this InteractionI
ObjectInvalidException
- if the InteractionI
object has been deletedjava.lang.String getAddressName() throws ObjectInvalidException
getAddress()
. See ResourceI.getAddressName()
for details on
the format.ResourceI
that is handling this InteractionI
ObjectInvalidException
- if the InteractionI
object has been deletedjava.lang.String getCallingAddress() throws ObjectInvalidException
InteractionI
. See ResourceI.getAddress()
for details on the
format of the address.InteractionI
ObjectInvalidException
- if the InteractionI
object has been deletedjava.lang.String getCallingAddressName() throws ObjectInvalidException
getCallingAddress()
. See ResourceI.getAddressName()
for
details on the format.InteractionI
ObjectInvalidException
- if the InteractionI
object has been deletedjava.lang.String getCalledAddress() throws ObjectInvalidException
ResourceI.getAddress()
for details on
the format. In addition to this, if the original destination was a Contact Center Controlled Destination Number (CDN), then
this method may return the number of the CDN and not a full URI.InteractionI
ObjectInvalidException
- if the InteractionI
object has been deletedjava.lang.String getCalledAddressName() throws ObjectInvalidException
getCalledAddress()
. See ResourceI.getAddress()
for details on
the format. In addition to this, if getCalledAddress()
was a Contact Center Controlled Destination
Number (CDN), then both getCalledAddress()
and this method will return the name of the address.ObjectInvalidException
- if the InteractionI
object has been deletedContactCenterCodeI getActivityCode() throws ObjectInvalidException
The value returned is a ContactCenterCodeI
object representing the activity code that is currently set by the user
handling the interaction. Activity codes are set through the setActivityCode(java.lang.String)
method and are used to
categorize the type of work being performed by the user handling the interaction.
ContactCenterCodeI
that has been set on this interaction or null
if no code has been
set.ObjectInvalidException
- if the InteractionI
object has been deletedjava.lang.String getContactId() throws ObjectInvalidException
The ID of the contact that this InteractionI
object represents. The value of this is a string that identifies the
contact within the context of the underlying service provider. If two users were participants on the same contact in the
Contact Center, then each of their InteractionI
objects would represent their participation on this contact and
hence each interaction would have the same contact id.
The contents of the contact ID string depend on the underlying service provider, therefore the application should not rely on the ContactID string being of a particular format.
InteractionI
ObjectInvalidException
- if the InteractionI
object has been deletedContactType getContactType() throws ObjectInvalidException
ContactType
that is being handled by this InteractionI
objectObjectInvalidException
- if the InteractionI
object has been deletedDataI getData() throws ObjectInvalidException
The value returned is a DataI
object that represents the data attached to the contact. A value of null indicates
that no attached data exists for the contact.
DataI
object that represents the data attached to the contact or null
if no attached data exists
on the contact.ObjectInvalidException
- if the InteractionI
object has been deletedjava.lang.String getId()
InteractionI
object.
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 InteractionI
object.
InteractionI
objectcom.avaya.ccs.core.CloseReasonCode getClosedReasonCode()
java.util.List<IntrinsicI> getIntrinsics() throws ObjectInvalidException
IntrinsicI
objects that provide additional information about the contact that this InteractionI
object is associated with.IntrinsicI objects
ObjectInvalidException
- if the InteractionI
object has been deletedboolean isMonitored() throws ObjectInvalidException
true
if this InteractionI
is being observed by a supervisor (see
MonitoredInteractionI.observe()
)ObjectInvalidException
- if the InteractionI
object has been deletedboolean isMultimedia() throws ObjectInvalidException
true
if the InteractionI
has a multimedia ContactType
ObjectInvalidException
- if the InteractionI
object has been deletedStateReason getParticipationReason() throws ObjectInvalidException
UserI
is participating in a contact.
The participation reason is a subset of StateReason
. The possible values for participation reason are;
This property is only relevant for InteractionI
objects that are created as a result of a UserI
with
Role.Supervisor
invoking a supervisor operation on a MonitoredInteractionI
. For example if a supervisor
invokes MonitoredInteractionI.observe()
, an interaction will be created representing the observe participation of the
Supervisor on the contact.
If no participation reason is set, this property will return StateReason.Default
.
StateReason
of the UserI
that is related to this InteractionI
or
StateReason.Default
if no participation reason is setObjectInvalidException
- if the InteractionI
object has been deletedjava.util.List<RemoteParticipantI> getRemoteParticipants() throws ObjectInvalidException
RemoteParticipantI
objects identifying the remote participants on this InteractionI
or an
empty list if there are no remote participants yet or if this is an interaction with
ContactType.POM_Outbound
ObjectInvalidException
- if the InteractionI
object has been deletedjava.lang.String getResourceId() throws ObjectInvalidException
ResourceI
object that this InteractionI
object is associated with by its identifier. The
client application can retrieve the ResourceI
object by invoking SessionI.findResource(java.lang.String)
passing this id as
the argument.ResourceI
identifier if available on the InteractionI
object or null
if it is not (for
example, for InteractionI
objects with the ContactType.POM_Outbound
)ObjectInvalidException
- if the InteractionI
object has been deletedSessionI getSession() throws ObjectInvalidException
SessionI
object that this InteractionI
object is associated withObjectInvalidException
- if the InteractionI
object has been deletedjava.lang.String getSkillset() throws ObjectInvalidException
InteractionI
object representing a Contact Center contact this will return the latest skillset that the
contact has been routed to. A Contact Center contact is one that is under the control of the Contact Center application
script.null
if it has not been queued yet
or is a personal interactionObjectInvalidException
- if the InteractionI
object has been deletedInteractionState getState()
InteractionState
of this InteractionI
object.
The getStateReason()
can be queried to identify the reason that the interaction is in the current state.
This property is available for access after the application has received a NotificationType.DELETE
notification for
this InteractionI
object and will return InteractionState.Dropped
.
InteractionState
of the InteractionI
StateReason getStateReason()
StateReason
that represents the cause of the latest state transition.
This property is available for access after the application has received a NotificationType.DELETE
notification for
this InteractionI
object.
StateReason
of the InteractionI
java.lang.String getUUI() throws ObjectInvalidException
InteractionI
. UUI is contact related
data that can be transferred with a call through telephony signaling (ISDN, SIP etc).InteractionI
ObjectInvalidException
- if the InteractionI
object has been deletedjava.lang.String getUserId() throws ObjectInvalidException
UserI
object that this InteractionI
object is associated with by its identifier. The client
application can retrieve the UserI
object by invoking SessionI.findUser(java.lang.String)
passing this id as the argument.UserI
identifier if available on the InteractionI
objectObjectInvalidException
- if the InteractionI
object has been deletedjava.lang.String getMainContactId() throws ObjectInvalidException
InteractionI
is associated with 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.
The contents of the contact ID string depends on the underlying service provider, therefore the application should not rely on the string being in a particular format.
null
if the contact that is associated with this InteractionI
is not a consult contactObjectInvalidException
- if the InteractionI
object has been deletedjava.lang.String getOriginalDestination() throws ObjectInvalidException
The value is a string containing the phone number dialed to reach the system. If the dialed number cannot be determined by the service provider, then this property will be null.
In most cases the original destination should be available as soon as the contact is created. However, in the rare
situation where the value of the OriginalDestination property of the contact is changed following creation, changes to this
property will be provided in NotificationType.UPDATE
notifications.
InteractionI
ObjectInvalidException
- if the InteractionI
object has been deletedCustomerDetailsI getCustomerDetails() throws ObjectInvalidException
CustomerDetailsI
of the customer being dialled. This is only relevant for InteractionI
objects with
ContactType.POM_Outbound
CustomerDetailsI
representing the customer being dialed or null if this InteractionI
does not
have ContactType#POM_Outbound
ObjectInvalidException
- if the InteractionI
object has been deletedjava.util.List<com.avaya.ccs.core.ScreenPop> getScreenPops()
ScreenPopI
s associated with this Interaction. Screenpops are configured in CCMM AdministrationScreenPopI
s associated with this Interactionjava.lang.String getWebChatAgentLabel() throws ObjectInvalidException
UserI
who received is processing this contact. If this contact isn't a {WebChatMediaI} contact, then this will be nullObjectInvalidException
- if the InteractionI
object has been deletedboolean getWebChatCustomerConnected() throws ObjectInvalidException
false
If this contact isn't a {WebChatMediaI} contact, then this will be nullfalse
if the customer on a web chat has lost their connection. Otherwise returns true
.ObjectInvalidException
- if the InteractionI
object has been deletedjava.util.List<java.lang.String> getAgentNotes() throws ObjectInvalidException
InteractionI
object. To ensure the InteractionI
object has the most up to
date agent notes, invoke refreshAgentNotes()
which will force an NotificationType.UPDATE
notification if the agent notes on the server have changed. This is only relevant for InteractionI
objects with
ContactType.POM_Outbound
.InteractionI
object or
if this InteractionI
object does not have ContactType.POM_Outbound
ObjectInvalidException
- if the InteractionI
object has been deletedint getWrapupTimer() throws ObjectInvalidException
InteractionState.Wrapup
.
This is only relevant for InteractionI
objects with ContactType.POM_Outbound
.
If this property returns a value greater than 0, it is the responsibility of the client application to implement a timer
based on this administered time. The timer should be started when the interaction enters InteractionState.Wrapup
.
The client application should automatically wrapup the interaction if the wrapup timer expires and the interaction has not
already been wrapped up.
If the interaction is not in InteractionState.Wrapup
, this property will return -1. If this interaction does not
have ContactType.POM_Outbound
, then this property will return -1.
InteractionI
can remain in InteractionState.Wrapup
ObjectInvalidException
- if the InteractionI
object has been deletedint getPreviewTimer() throws ObjectInvalidException
InteractionState.Preview
before dialing.
This is only relevant for InteractionI
objects with ContactType.POM_Outbound
and is only relevant for
preview campaigns (identified by an interaction created in InteractionState.Preview
).
If this property returns a value greater than 0, it is the responsibility of the client application to implement a timer
based on this administered time. The timer should be started when the interaction enters InteractionState.Preview
and should be stopped when the interaction enters any other InteractionState
. The client application should
automatically preview dial the default contact number (identified by ContactNumberI.isDefault()
) if the preview time
is exceeded without a dial.
If the interaction enters InteractionState.Preview
and this property returns 0, then the client application should
immediately preview dial the default contact number (identified by ContactNumberI.isDefault()
).
If the interaction enters InteractionState.Preview
and this property returns -1, then the client application should
not start a timer and should not automatically preview dial the default contact number. This indicates that timed preview
is not administered on the campaign. If this interaction does not have ContactType.POM_Outbound
then this property
will also return -1.
InteractionI
can remain in InteractionState.Preview
ObjectInvalidException
- if the InteractionI
object has been deletedjava.lang.String getCampaignName() throws ObjectInvalidException
InteractionI
object to be created. This is only relevant for
InteractionI
objects with ContactType.POM_Outbound
.InteractionI
ObjectInvalidException
- if the InteractionI
object has been deletedjava.lang.String getAgentScriptUrl() throws ObjectInvalidException
null
if this InteractionI
object does not have
ContactType.POM_Outbound
ObjectInvalidException
- if the InteractionI
object has been deletedjava.util.List<ContactNumberI> getContactNumbers() throws ObjectInvalidException
ContactNumberI
objects each representing an administered contact number for this customer. This is only
relevant for InteractionI
objects with ContactType.POM_Outbound
. This is only populated for preview
interactions.ContactNumberI
objects or alternatively an empty list if there are no contact numbers or this
InteractionI
does not have ContactType.POM_Outbound
ObjectInvalidException
- if the InteractionI
object has been deletedvoid getConsultDestinationTypes() throws ObjectInvalidException
DestinationType
objects that define the possible argument values for the
getConsultDestinations(com.avaya.ccs.api.enums.DestinationType)
method. This is only relevant for InteractionI
objects with
ContactType.POM_Outbound
.ObjectInvalidException
- if the InteractionI
object has been deletedjava.util.List<DestinationType> getCallbackDestinationTypes() throws ObjectInvalidException
DestinationType
objects that define the possible argument values for the
getCallbackDestinations(com.avaya.ccs.api.enums.DestinationType)
method. This is only relevant for InteractionI
objects with
ContactType.POM_Outbound
.DestinationType
objects or an empty list if the InteractionI
does not have
ContactType.POM_Outbound
ObjectInvalidException
- if the InteractionI
object has been deletedvoid answer() throws ObjectInvalidException
This method may be invoked when the InteractionI
object is in InteractionState.Ringing
to answer the
interaction. If successful, the InteractionI
object will transition to InteractionState.Active
and a
NotificationType.UPDATE
notification for this interaction object will be sent to the client application. If a
failure occurs a NotificationType.ERROR
notification will be sent to the client application. These notifications
are sent to the InteractionListenerI
implementation that is supplied by the application as an argument to the
SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canAnswer()
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.InvalidInteractionState |
The interaction is not currently in InteractionState.Ringing . |
ErrorCode.OutOfService |
ObjectInvalidException
- if the InteractionI
object has been deletedvoid hold() throws ObjectInvalidException
This method may be invoked when the InteractionI
object is in InteractionState.Active
to hold the
interaction. If successful, the InteractionI
object will transition to InteractionState.Held
and a
NotificationType.UPDATE
notification for this interaction object will be sent to the client application. If a
failure occurs a NotificationType.ERROR
notification will be sent to the client application. These notifications
are sent to the InteractionListenerI
implementation that is supplied by the application as an argument to the
SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the canHold()
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.InvalidInteractionState |
The interaction is not currently in InteractionState.Active . |
ErrorCode.OutOfService |
ObjectInvalidException
- if the InteractionI
object has been deletedvoid unhold() throws ObjectInvalidException
This method may be invoked when the InteractionI
object is in InteractionState.Held
to hold the
interaction. If successful, the InteractionI
object will transition to InteractionState.Active
and a
NotificationType.UPDATE
notification for this interaction object will be sent to the client application. If a
failure occurs a NotificationType.ERROR
notification will be sent to the client application. These notifications
are sent to the InteractionListenerI
implementation that is supplied by the application as an argument to the
SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canUnhold()
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.InvalidInteractionState |
The interaction is not currently in InteractionState.Held . |
ErrorCode.OutOfService |
ObjectInvalidException
- if the InteractionI
object has been deletedvoid end() throws ObjectInvalidException
Ending the interaction may or may not cause the entire contact to be dropped. This is dependent on the implementation and the conditions present on the contact at the time of end being invoked (for example, if ending this interaction would leave only a single party left on the contact).
If successful, a NotificationType.DELETE
notification for this interaction object will be sent to the client
application. If a failure occurs a NotificationType.ERROR
notification will be sent to the client application.
These notifications are sent to the InteractionListenerI
implementation that is supplied by the application as an
argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canUnhold()
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.InvalidInteractionState |
The interaction is not currently in InteractionState.Active . |
ErrorCode.OutOfService |
ObjectInvalidException
- if the InteractionI
object has been deletedvoid end(java.lang.String closeReasonCode, java.lang.String closingAgentNote, boolean sendTranscript) throws ObjectInvalidException
ObjectInvalidException
void initiateTransfer(java.lang.String destination) throws ObjectInvalidException, InvalidArgumentException
If successful, the InteractionI
object will transition to InteractionState.Held
with
StateReason.TransferInitiated
or StateReason.ConsultInitiated
, dependent on the service provider
implementation. This interaction is known as the main interaction. A NotificationType.UPDATE
notification for this
InteractionI
object will be sent to the client application. In addition, a NotificationType.NEW
notification will be sent to the application containing a new InteractionI
object that represents the consultation
to the specified destination. This interaction is known as the consult interaction. This new InteractionI
object
will have the same getAddress()
as the held interaction. If a failure occurs, a
NotificationType.ERROR
notification will be sent to the client application. These notifications are sent to the
InteractionListenerI
implementation that is supplied by the application as an argument to the
SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
The new consult interaction will transition through the states in the same manner as an outgoing interaction resulting from
ResourceI.originateVoiceCall(java.lang.String, com.avaya.ccs.api.enums.ContactType)
invocation.
completeTransfer()
on the main interactioncompleteTransfer()
on the consult interaction
Possible errors for this method are listed below. Most errors can be prevented by querying the
canInitiateTransfer()
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.CommServerError |
A malformed destination was provided. |
ErrorCode.DestinationBusy |
|
ErrorCode.DestinationInvalid |
|
ErrorCode.DestinationOutOfService |
|
ErrorCode.DestinationStateInvalid |
|
ErrorCode.DestinationUnreachable |
|
ErrorCode.InvalidInteractionState |
The interaction is not currently in InteractionState.Active . |
ErrorCode.OperationNotSupported |
|
ErrorCode.OutOfService |
destination
- the target of the transfer initiationInvalidArgumentException
- if the mandatory destination argument is null
or emptyObjectInvalidException
- if the InteractionI
object has been deletedvoid initiateConference(java.lang.String destination) throws ObjectInvalidException, InvalidArgumentException
If successful, the InteractionI
object will transition to InteractionState.Held
with
StateReason.ConferenceInitiated
or StateReason.ConsultInitiated
, dependent on the service provider
implementation. This interaction is known as the main interaction. A NotificationType.UPDATE
notification for this
InteractionI
object will be sent to the client application. In addition, a NotificationType.NEW
notification will be sent to the application containing a new InteractionI
object that represents the consultation
to the specified destination. This interaction is known as the consult interaction. This new InteractionI
object
will have the same getAddress()
as the held interaction. If a failure occurs, a
NotificationType.ERROR
notification will be sent to the client application. These notifications are sent to the
InteractionListenerI
implementation that is supplied by the application as an argument to the
SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
The new consult interaction will transition through the states in the same manner as an outgoing interaction resulting from
ResourceI.originateVoiceCall(java.lang.String, com.avaya.ccs.api.enums.ContactType)
invocation.
completeConference()
on the main interactioncompleteConference()
on the consult interaction
Possible errors for this method are listed below. Most errors can be prevented by querying the
canInitiateConference()
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.CommServerError |
A malformed destination was provided. |
ErrorCode.DestinationBusy |
|
ErrorCode.DestinationInvalid |
|
ErrorCode.DestinationOutOfService |
|
ErrorCode.DestinationStateInvalid |
|
ErrorCode.DestinationUnreachable |
|
ErrorCode.InvalidInteractionState |
The interaction is not currently in InteractionState.Active . |
ErrorCode.OperationNotSupported |
|
ErrorCode.OutOfService |
destination
- the target of the conference initiationInvalidArgumentException
- if the mandatory destination argument is null
or emptyObjectInvalidException
- if the InteractionI
object has been deletedvoid completeTransfer() throws ObjectInvalidException
initiateTransfer(java.lang.String)
.
This method can be called either on the main interaction (which the transfer was initiated from) or on the consult
interaction (created as a result of initiateTransfer(java.lang.String)
).
InteractionState.Active
and the main interaction transitions to
InteractionState.Held
(if they are not already in those states). NotificationType.UPDATE
notifications for
these InteractionI
objects will be sent to the client applicationNotificationType.DELETE
notifications for the main and consult InteractionI
objects will be sent to the
client application.UserI
in a SessionI
then;
NotificationType.DELETE
notification for the InteractionI
representing the destination user on the
consult contact will be sent to the application in control of this SessionI
andInteractionI
object will be created for the destination user representing their participation in the main
contact. This interaction will be in the same InteractionState
as the users consult interaction at the time of
transfer complete. It will also have StateReason.TransferComplete
. A NotificationType.NEW
notification will
be sent to the application in control of this SessionI
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application. All these
notifications are sent to the InteractionListenerI
implementation that is supplied by the application as an
argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canCompleteTransfer()
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.InvalidInteractionState |
The interaction is not currently in either InteractionState.Active or InteractionState.Held . |
ErrorCode.InvalidRequest |
The interaction is not currently involved in a consultative relationship that can be completed as a transfer. |
ErrorCode.OperationNotSupported |
|
ErrorCode.OutOfService |
|
ErrorCode.TransferFeatureError |
ObjectInvalidException
- if the InteractionI
object has been deletedvoid completeConference() throws ObjectInvalidException
initiateConference(java.lang.String)
.
This method can be called either on the main interaction (which the conference was initiated from) or on the consult
interaction (created as a result of initiateConference(java.lang.String)
).
InteractionState.Active
and the main interaction transitions to
InteractionState.Held
(if they are not already in those states). NotificationType.UPDATE
notifications for
these InteractionI
objects will be sent to the client applicationNotificationType.DELETE
notification for the consult InteractionI
object will be sent to the client
application.InteractionState.Active
with StateReason.ConferenceComplete
. The
list of RemoteParticipantI
objects will be updated to include the destination. A NotificationType.UPDATE
notification for the main InteractionI
object will be sent to the client application.UserI
within a SessionI
or if the destination of the consult
(for example a Contact Center Controlled Destination Number) has added a UserI
within a SessionI
into the
consult then;
NotificationType.DELETE
notification for the InteractionI
representing the destination user on the
consult contact will be sent to the application in control of this users SessionI
andInteractionI
object will be created for the destination user representing their participation in the main
contact. This interaction will be in the same InteractionState
as the users consult interaction at the time of
conference complete. It will also have StateReason.ConferenceComplete
. A NotificationType.NEW
notification
will be sent to the application in control of this users SessionI
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application. All these
notifications are sent to the InteractionListenerI
implementation that is supplied by the application as an
argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canCompleteConference()
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.InvalidInteractionState |
The interaction is not currently in either InteractionState.Active or InteractionState.Held . |
ErrorCode.InvalidRequest |
The interaction is not currently involved in a consultative relationship that can be completed as a conference. |
ErrorCode.OperationNotSupported |
|
ErrorCode.OutOfService |
|
ErrorCode.ConferenceFeatureError |
ObjectInvalidException
- if the InteractionI
object has been deletedvoid joinConference(InteractionI otherInteraction) throws ObjectInvalidException, InvalidArgumentException
InteractionI
objects that share a common UserI
be joined together bringing all
parties on the two interactions into a single conference.
These two interactions must not be related to each other from a consultative perspective (one must not be a consult of the other). One of the two interactions survives after the operation and the other interaction will be destroyed after the other parties are moved over to the surviving contact.
If successful, the following actions will be carried out on the objects associated with the join operation;NotificationType.DELETE
notification for the other InteractionI
object that represents the user on
the dying contact will be sent to the client application.InteractionState.Active
with
StateReason.Join
. The list of RemoteParticipantI
objects will be updated to include the destination. A
NotificationType.UPDATE
notification for the surviving InteractionI
object will be sent to the client
application.UserI
within a SessionI
or if the destination of the
other interaction (for example a Contact Center Controlled Destination Number) has added a UserI
within a
SessionI
into the other contact then;
NotificationType.DELETE
notification for the InteractionI
representing the destination user on the
other contact will be sent to the application in control of this users SessionI
andInteractionI
object will be created for the destination user representing their participation in the
surviving contact. This interaction will be in the same InteractionState
as the users interaction with the other
contact at the time of conference complete. It will also have StateReason.Join
. A NotificationType.NEW
notification will be sent to the application in control of this users SessionI
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application. All the
notifications for this user are sent to the InteractionListenerI
implementation that is supplied by the application
as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canJoinConference()
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.InvalidInteractionState |
The interaction is not currently in either InteractionState.Active or InteractionState.Held . |
ErrorCode.InvalidParty |
The interaction specified by the "otherInteraction" argument is not a valid interaction for completing the join operation. Either it does not share a common communications end-point or it is already related to the current interaction (one is a consult of the other). |
ErrorCode.OperationNotSupported |
|
ErrorCode.OutOfService |
otherInteraction
- the InteractionI
object whose parties will be merged to this InteractionI
object. this is the
interaction that represents the dying contact.ObjectInvalidException
- if the InteractionI
object has been deletedInvalidArgumentException
- if the mandatory otherInteraction argument is null
void playDTMF(java.lang.String digits) throws ObjectInvalidException, InvalidArgumentException
Requests that dtmf tones be played into the media stream of the interaction. This is specific to interactions with
ContactType.Voice
.
This method may be invoked when the interaction is in InteractionState.Active
. If successful, no response or
notification is received. If a failure occurs, a NotificationType.ERROR
notification will be sent to the client
application via the InteractionListenerI
implementation that is supplied by the application as an argument to the
SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canPlayDTMF()
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.InvalidInteractionState |
The interaction is not currently in InteractionState.Active . |
ErrorCode.OperationNotSupported |
The interaction does not represent a voice contact. |
ErrorCode.OutOfService |
digits
- the set of tones to generate in the media of the voice contact. valid tones are represented by the characters
0..9, A..D, * and #. Note that not all switching platforms support the tones for A through D. Any unsupported
characters in the digit string are simply ignored.ObjectInvalidException
- if the InteractionI
object has been deletedInvalidArgumentException
- if the digits argument is null
or an empty stringvoid emergency() throws ObjectInvalidException
This operation will single step conference the user's supervisor into the Contact that this InteractionI
represents.
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application via the
InteractionListenerI
implementation that is supplied by the application as an argument to the
SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canEmergency()
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.InvalidInteractionState |
The interaction is not currently in InteractionState.Active . |
ErrorCode.OperationNotSupported |
|
ErrorCode.OutOfService |
ObjectInvalidException
- if the InteractionI
object has been deletedvoid getActivityCodes() throws ObjectInvalidException
InteractionI
object.
This is only relevant for an InteractionI
object that represents a Contact Center contact (that is a contact that
has been processed by the Contact Center application script and is queued to an Agent). This method returns immediately and
an asynchronous retrieval of the codes takes place.
If successful, a NotificationType.RESPONSE
notification will be sent to the client application. The
ResponseData
object in the received NotificationEventI
object contains the data requested. The
ResponseData
object will be an instanceof
CodeListI
in this case. To access the list, use the
instanceof
operator to compare the ResponseData
against the CodeListI
type and cast it to an
instance of CodeListI
. Invoking CodeListI.getCodeType()
will return CodeType.Activity
. A list of
ContactCenterCodeI
objects representing activity codes can be accessed by invoking CodeListI.getCodes()
.
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application with the
ErrorI
object containing details on the cause of the error.
These notifications will be sent to the application via the InteractionListenerI
implementation that is supplied by
the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canGetActivityCodes()
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.SecureCommunicationFailure |
ObjectInvalidException
- if the InteractionI
object has been deletedvoid setActivityCode(java.lang.String code) throws ObjectInvalidException, InvalidArgumentException
InteractionI
object represents.
Activity codes are used to report what type of work is being conducted on the contact by the UserI
that represents
a Contact Center Agent. The user is free to change the activity code at any time during the handling of the contact if the
type of work changes during the life of the contact. Note that activity codes can only be set on contacts associated with a
skillset (see getSkillset()
).
If successful, a NotificationType.UPDATE
notification will be sent to the application and the updated
InteractionI
object will contain the activity code that was set. This can be retrieved by invoking
getActivityCode()
on the updated object.
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application with the
ErrorI
object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI
implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canSetActivityCode()
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.InvalidInteractionState |
|
ErrorCode.InvalidParameter |
The "code" parameter specifies an invalid activity code (e.g. contains non-numeric characters). |
ErrorCode.InvalidRequest |
Attempted to set an activity code on a non-skillset contact. |
ErrorCode.OutOfService |
|
ErrorCode.ParameterOutOfRange |
The "code" parameter specifies an activity code that is too long. |
code
- the activity code to setObjectInvalidException
- if the InteractionI
object has been deletedInvalidArgumentException
- if the code argument is null
or an empty stringvoid getCustomFields() throws ObjectInvalidException
InteractionI
object.
This is only relevant for an InteractionI
object that represents a Contact Center contact (that is a contact that has
been processed by the Contact Center application script and is queued to an Agent). This method returns immediately and
an asynchronous retrieval of the fields takes place.
If successful, a NotificationType.RESPONSE
notification will be sent to the client application. The ResponseData
object
in the received NotificationEventI object contains the data requested. The ResponseData
object will be an instanceof
CustomFieldListI
in this case. To access the list, use the instanceof operator to compare the ResponseData
against the
CustomFieldListI
type and cast it to an instance of CustomFieldListI
. Invoking CustomFieldListI.getCustomFields()
will
return a list of CustomFieldI
objects representing custom fields.
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application with the ErrorI
object
containing details on the cause of the error.
These notifications will be sent to the application via the InteractionListenerI
implementation that is supplied by the
application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canGetCustomFields()
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.SecureCommunicationFailure |
ObjectInvalidException
IntrinsicI 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 InteractionI
object has been deletedInvalidArgumentException
- if the name argument is null
or an empty stringvoid setIntrinsic(java.lang.String name, java.lang.String value) throws ObjectInvalidException, InvalidArgumentException
The current intrinsics can be accessed through getIntrinsics()
.
If successful, a NotificationType.UPDATE
notification will be sent to the application and the updated
InteractionI
object will contain a list of IntrinsicI
objects with the modified or added intrinsic. This
can be retrieved by invoking getIntrinsics()
on the updated object.
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application with the
ErrorI
object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI
implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. 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.OutOfService |
|
ErrorCode.ReadonlyIntrinsic |
name
- the name of the intrinsic to add or changevalue
- the value to set on the specified intrinsicObjectInvalidException
- if the InteractionI
object has been deletedInvalidArgumentException
- if the name argument is null
or an empty stringvoid removeIntrinsic(java.lang.String name) throws ObjectInvalidException, InvalidArgumentException
The current intrinsic names and values can be determined through getIntrinsics()
If successful, a NotificationType.UPDATE
notification will be sent to the application and the updated
InteractionI
object will contain an updated list of IntrinsicI
objects. This can be retrieved by invoking
getIntrinsics()
on the updated object.
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application with the
ErrorI
object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI
implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. 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.OutOfService |
|
ErrorCode.ReadonlyIntrinsic |
name
- the name of the intrinsic to removeObjectInvalidException
- if the InteractionI
object has been deletedInvalidArgumentException
- if the name argument is null
or an empty stringvoid setData(DataI data) throws ObjectInvalidException, InvalidArgumentException
InteractionI
object. A DataI
object can be created by invoking one of the three static factory methods;
The current value of the contact's attached data is available via getData()
. Setting new data on the
contact associated with this interaction will overwrite any attached data currently existing on the contact.
If successful, a NotificationType.UPDATE
notification will be sent to the application and the updated
InteractionI
object will contain the updated DataI
object. This can be retrieved by invoking
getData()
on the updated object.
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application with the
ErrorI
object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI
implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. 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.OutOfService |
|
ErrorCode.ParameterOutOfRange |
The size of the data being set exceeds the maximum allowed. |
data
- a DataI
object representing the new attached data the application wishes to set on the interactions
contactObjectInvalidException
- if the InteractionI
object has been deletedInvalidArgumentException
- if the DataI
argument is null
void removeData() throws ObjectInvalidException
InteractionI
object be
removed.
The current value of the contact's attached data is available via getData()
.
If successful, a NotificationType.UPDATE
notification will be sent to the application and
InteractionI#getData
will now return null
.
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application with the
ErrorI
object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI
implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. 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.OutOfService |
ObjectInvalidException
- if the InteractionI
object has been deletedvoid setUUI(java.lang.String uui) throws ObjectInvalidException, InvalidArgumentException
InteractionI
object.
Binary data can be set as UUI on the contact as long as it is passed to this method as a base-64 (radix-64) encoded string.
The current value of the contact's UUI is available via getUUI()
.
To clear UUI that is currently on the contact, an empty string can be passed to this method.
If successful, a NotificationType.UPDATE
notification will be sent to the application and the updated
InteractionI
object will contain the updated uui. This can be retrieved by invoking getUUI()
on
the updated object.
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application with the
ErrorI
object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI
implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canSetUUI()
capability 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.OutOfService |
|
ErrorCode.OperationNotSupported |
uui
- the new uui data to be set on the interactions contactObjectInvalidException
- if the InteractionI
object has been deletedInvalidArgumentException
- if the uui argument is null
void addToDNC() throws ObjectInvalidException
ContactNumberI
associated with this InteractionI
object be added to the Do Not Call (DNC)
list on the POM server.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canAddToDnc()
capability 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.OutOfService |
|
ErrorCode.InvalidInteractionState |
The interaction is not currently in InteractionState.Active |
ObjectInvalidException
- if the InteractionI
object has been deletedvoid addAgentNote(java.lang.String note) throws ObjectInvalidException, InvalidArgumentException
InteractionI
within the campaign.
If successful, a NotificationType.UPDATE
notification will be sent to the application and the updated
InteractionI
object will contain the updated agent notes. This can be retrieved by invoking
getAgentNotes()
on the updated object. If another UserI
(for example, a second Agent) is a
participant in this POM contact also, they must invoke refreshAgentNotes()
to get the latest updated
agent notes.
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application with the
ErrorI
object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI
implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canAddAgentNote()
capability 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.OutOfService |
note
- the note to add to the contactObjectInvalidException
- if the InteractionI
object has been deletedInvalidArgumentException
- if the note argument is null or emptyvoid refreshAgentNotes() throws ObjectInvalidException
InteractionI
be refreshed.
If another UserI
(for example, a second Agent) is also on this POM contact and they have added agent notes, then
the UserI
associated with this InteractionI
should invoke this method to receive the most up to date agent
notes (any agent notes added by the second Agent).
If successful, a NotificationType.UPDATE
notification will be sent to the application and the updated
InteractionI
object will contain the updated agent notes. This can be retrieved by invoking
getAgentNotes()
on the updated object.
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application with the
ErrorI
object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI
implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canRefreshAgentNotes()
capability 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.SecureCommunicationFailure |
ObjectInvalidException
- if the InteractionI
object has been deletedvoid getConsultDestinations(DestinationType consultDestType) throws ObjectInvalidException, InvalidArgumentException
DestinationI
objects of a specified DestinationType
that are available for the user to consult
with.
A list of valid values for DestinationType
for consult can be retrieved by invoking
getConsultDestinationTypes()
.
If successful, a NotificationType.RESPONSE
notification will be sent to the client application. The
ResponseData
object in the received NotificationEventI
object contains the data requested. The
ResponseData
object will be an instanceof
DestinationListI
in this case. To access the list, use
the instanceof
operator to compare the ResponseData
against the DestinationListI
type and cast it
to an instance of DestinationListI
. Invoking DestinationListI.getListType()
will return
DestinationListType.Consult
. A list of DestinationI
objects representing the consult destinations can be
accessed by invoking DestinationListI.getDestinations()
.
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application with the
ErrorI
object containing details on the cause of the error.
These notifications will be sent to the application via the InteractionListenerI
implementation that is supplied by
the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canGetConsultDestinations()
capability method to determine when it is possible to invoke this method.
consultDestType
- the type of DestinationI
objects that are to be returnedObjectInvalidException
- if the InteractionI
object has been deletedInvalidArgumentException
- if the mandatory DestinationType
argument is null
or DestinationType.Unknown
void getCallbackDestinations(DestinationType callbackDestType) throws ObjectInvalidException, InvalidArgumentException
DestinationI
objects of a specified DestinationType
that are available for the user to setup
as the destination for a callback.
A list of valid values for DestinationType
for callback can be retrieved by invoking
getCallbackDestinationTypes()
.
If successful, a NotificationType.RESPONSE
notification will be sent to the client application. The
ResponseData
object in the received NotificationEventI
object contains the data requested. The
ResponseData
object will be an instanceof
DestinationListI
in this case. To access the list, use
the instanceof
operator to compare the ResponseData
against the DestinationListI
type and cast it
to an instance of DestinationListI
. Invoking DestinationListI.getListType()
will return
DestinationListType.Callback
. A list of DestinationI
objects representing the callback destinations can be
accessed by invoking DestinationListI.getDestinations()
.
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application with the
ErrorI
object containing details on the cause of the error.
These notifications will be sent to the application via the InteractionListenerI
implementation that is supplied by
the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canGetCallbackDestinations()
capability method to determine when it is possible to invoke this method.
callbackDestType
- the type of DestinationI
objects that are to be returnedObjectInvalidException
- if the InteractionI
object has been deletedInvalidArgumentException
- if the mandatory DestinationType
argument is null
or DestinationType.Unknown
void requestDispositionCodes() throws ObjectInvalidException
Disposition Codes are only relevant for Multimedia InteractionI
objects (i.e. those that extend MediaI
, and for ContactType.POM_Outbound
contacts..
For Multimedia contacts, Disposition codes are called Closed Reason codes and are administered in the CCMM Administration tool. In POM,
Disposition codes are known as completion codes and are administered on the POM server).
This method returns immediately and an asynchronous retrieval of the disposition codes takes place.
If successful, a NotificationType.RESPONSE
notification will be sent to the client application. The
ResponseData
object in the received NotificationEventI
object contains the data requested. The
ResponseData
object will be an instanceof
CodeListI
in this case. To access the list, use the
instanceof
operator to compare the ResponseData
against the CodeListI
type and cast it to an
instance of CodeListI
. Invoking CodeListI.getCodeType()
will return CodeType.Disposition
. A list of
ContactCenterCodeI
objects representing disposition codes can be accessed by invoking CodeListI.getCodes()
.
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application with the
ErrorI
object containing details on the cause of the error.
These notifications will be sent to the application via the InteractionListenerI
implementation that is supplied by
the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canGetDispositionCodes()
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.SecureCommunicationFailure |
ObjectInvalidException
- if the InteractionI
object has been deletedvoid requestAutoPhrases() throws ObjectInvalidException
AutoPhrasesI
. See {link AutoPhrasesI} for more details.ObjectInvalidException
void requestPagePushUrls() throws ObjectInvalidException
PagePushUrlListI
. See {link PagePushUrlListI} for more details.ObjectInvalidException
void requestCustomerHistory() throws ObjectInvalidException
CustomerHistoryI
for more detailsObjectInvalidException
- if the InteractionI object has been deleted
if the InteractionI
object has been deletedvoid requestCustomerInteractionMedia(java.lang.String contactId)
InteractionI.requestCustomerHistory
}contactId
- - the contact ID of the media object to be requestedvoid previewDial(ContactNumberI contactNumber) throws ObjectInvalidException, InvalidArgumentException
ContactNumberI
administered for the customer in the preview campaign be dialled.
A list of ContactNumberI
objects can be retrieved from the getContactNumbers()
. The
InteractionI#previewDial
method is only valid for interactions with ContactType.POM_Outbound
.
If successful, the InteractionI
object will tranisition to InteractionState.Dialing
. A
NotificationType.UPDATE
notification will be sent to the application and the updated InteractionI
object
will contain the updated state. This can be retrieved by invoking getState()
on the updated object.
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application with the
ErrorI
object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI
implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canPreviewDial()
capability 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.InvalidInteractionState |
The interaction is not currently in InteractionState.Active . |
ErrorCode.OutOfService |
contactNumber
- the ContactNumberI
representing the party to dialObjectInvalidException
- if the InteractionI
object has been deletedInvalidArgumentException
- if the mandatory ContactNumberI
argument is nullvoid previewDialFreeForm(java.lang.String destination) throws ObjectInvalidException, InvalidArgumentException
The InteractionI#previewDialFreeForm
method is only valid for interactions with ContactType.POM_Outbound
.
If successful, the InteractionI
object will tranisition to InteractionState.Dialing
. A
NotificationType.UPDATE
notification will be sent to the application and the updated InteractionI
object
will contain the updated state. This can be retrieved by invoking getState()
on the updated object.
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application with the
ErrorI
object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI
implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canPreviewDialFreeForm()
capability 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.InvalidInteractionState |
The interaction is not currently in InteractionState.Active . |
ErrorCode.OutOfService |
destination
- the manually entered target destination for the preview dialObjectInvalidException
- if the InteractionI
object has been deletedInvalidArgumentException
- if the mandatory argument is null
or emptyvoid previewCancel() throws ObjectInvalidException
InteractionI
object be cancelled.
The previewCancel()
method is only valid for interactions with ContactType.POM_Outbound
.
If successful, the InteractionI
object will tranisition to InteractionState.Wrapup
. A
NotificationType.UPDATE
notification will be sent to the application and the updated InteractionI
object
will contain the updated state. This can be retrieved by invoking getState()
on the updated object. The
interaction should now be dispositioned by invoking wrapup()
or wrapupWithCode(com.avaya.ccs.api.ContactCenterCodeI)
.
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application with the
ErrorI
object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI
implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canPreviewCancel()
capability 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.InvalidInteractionState |
The interaction is not currently in InteractionState.Active . |
ErrorCode.OutOfService |
ObjectInvalidException
- if the InteractionI
object has been deletedvoid redial(ContactNumberI contact) throws ObjectInvalidException, InvalidArgumentException
ContactNumberI
of the preview campaign be redialled.
The redial(com.avaya.ccs.api.ContactNumberI)
method is only valid for interactions with ContactType.POM_Outbound
.
If successful, the InteractionI
object will tranisition to InteractionState.Dialing
. A
NotificationType.UPDATE
notification will be sent to the application and the updated InteractionI
object
will contain the updated state. This can be retrieved by invoking getState()
on the updated object. The
interaction should now be dispositioned by invoking wrapup()
or wrapupWithCode(com.avaya.ccs.api.ContactCenterCodeI)
.
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application with the
ErrorI
object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI
implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canPreviewCancel()
capability 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.InvalidInteractionState |
The interaction is not currently in InteractionState.Active . |
ErrorCode.OutOfService |
contact
- the ContactNumberI
representing the party to dialObjectInvalidException
- if the InteractionI
object has been deletedInvalidArgumentException
- if the mandatory ContactNumberI
argument is nullvoid wrapup() throws ObjectInvalidException
InteractionI
object be wrapped up.
The wrapup()
method is only valid for interactions with ContactType.POM_Outbound
. This can only
be invoked when an interaction is in InteractionState.Wrapup
. This state occurs when a preview interaction is
cancelled or an interaction has been ended.
The purpose of InteractionState.Wrapup
is to provide the user processing a POM contact with time to complete any
work associated with the contact after it has ended before being queued the next contact in the campaign. Once the work is
completed, this method should be invoked.
The getWrapupTimer()
returns the maximum time administered on the POM server that an interaction should
remain in InteractionState.Wrapup
. It is the responsibility of the client application to implement a timer based on
this administered time. The timer should be started when the interaction enters InteractionState.Wrapup
. The wrapup
timer can be reset back to the maximum time by invoking extendWrapup()
. The wrapup timer can be extended
a maximum number of times (administered on the POM server). When the maximum number of extensions is exceeded,
canExtendWrapup()
will return false
. If the wrapup timer expires without the interaction being
wrapped up, it is the responsibility of the client application to automatically wrapup the interaction.
If successful, a NotificationType.DELETE
notification will be sent to the application for this InteractionI
object. If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application with the
ErrorI
object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI
implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canWrapup()
. 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.InvalidInteractionState |
|
ErrorCode.OutOfService |
ObjectInvalidException
- if the InteractionI
object has been deletedvoid wrapupWithCode(ContactCenterCodeI completionCode) throws ObjectInvalidException, InvalidArgumentException
InteractionI
object be wrapped up with a valid
ContactCenterCodeI
object representing a POM completion code.
The wrapupWithCode(com.avaya.ccs.api.ContactCenterCodeI)
method is only valid for interactions with ContactType.POM_Outbound
. This
can be invoked when an interaction is in InteractionState.Wrapup
or InteractionState.Active
.
The purpose of InteractionState.Wrapup
is to provide the user processing a POM contact with time to complete any
work associated with the contact after it has ended before being queued the next contact in the campaign. Once the work is
completed, this method should be invoked.
The getWrapupTimer()
returns the maximum time administered on the POM server that an interaction should
remain in InteractionState.Wrapup
. It is the responsibility of the client application to implement a timer based on
this administered time. The timer should be started when the interaction enters InteractionState.Wrapup
. The wrapup
timer can be reset back to the maximum time by invoking extendWrapup()
. The time can be extended a
maximum number of times (administered on the POM server). When the maximum number of extensions is exceeded,
canExtendWrapup()
will return false
.
The purpose of the wrapupWithCode(com.avaya.ccs.api.ContactCenterCodeI)
method is to allow a user processing a POM contact categorize the type of work
associated with the contact they have processed or are processing. This categorization is defined by
ContactCenterCodeI
objects of type CodeType.Disposition
which are adminmistered as completion codes on the
POM server.
If successful, a NotificationType.DELETE
notification will be sent to the application for this InteractionI
object. If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application with the
ErrorI
object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI
implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canWrapupWithCode()
and by obtaining the list of valid disposition codes by invoking
requestDispositionCodes()
. 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.InvalidInteractionState |
|
ErrorCode.OutOfService |
completionCode
- the ContactCenterCodeI
object that represents the completion codeObjectInvalidException
- if the InteractionI
object has been deletedInvalidArgumentException
- if the mandatory ContactCenterCodeI
argument is null or not of type CodeType.Disposition
void extendWrapup() throws ObjectInvalidException
InteractionI
object be extended.
The extendWrapup()
method is only valid for interactions with ContactType.POM_Outbound
. See
wrapup()
for information on wrapup and wrapup timers.
The time can be extended a maximum number of times (administered on the POM server). When the number of extension is
exceeded, canExtendWrapup()
will return false
. At this point the client application should
automatically wrapup the InteractionI
to prevent InteractionI
objects remaining in
InteractionState.Wrapup
for long periods of time.
ObjectInvalidException
- if the InteractionI
object has been deletedvoid createCallback(DestinationI callbackDestination, ContactNumberI contactNumber, java.lang.String callbackTime, java.lang.String callbackExpiryTime, java.lang.String callbackNote) throws ObjectInvalidException, InvalidArgumentException
InteractionI
be called back on a known ContactNumberI
(administered on
the POM server) by a callback DestinationI
at a specified time.
This method is only valid for interactions with ContactType.POM_Outbound
.
A list of available callback destinations can be retrieved from getCallbackDestinations(com.avaya.ccs.api.enums.DestinationType)
. The callback
DestinationI
selected from this list is the destination administered in the POM server that will process the
callback to the customer (for example, this could be a campaign or an agent). A list of ContactNumberI
objects for
this customer can be retrieved from getContactNumbers()
.
If successful, a callback will be scheduled for the time specified. The final DestinationI
of the callback will
directly or indirectly (callback through a campaign) be a UserI
within a SessionI
. At the specified
callback time, a new InteractionI
object will be created for this UserI
with the
StateReason.Callback
. The callback notes parameter will be received as an agent note on the new callback
interaction. Please see getAgentNotes()
for more details on agent notes. A NotificationType.NEW
notification for this InteractionI
object will be sent to the application that is in control of this users
SessionI
. This notification will be sent to this application via 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 sent to the client application with the
ErrorI
object containing details on the cause of the error. This notification will be sent to the application via
the InteractionListenerI
implementation that is supplied by the application as an argument to the
SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
canCreateCallback()
capability method.getCallbackDestinations(com.avaya.ccs.api.enums.DestinationType)
.getContactNumbers()
.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.InvalidInteractionState |
|
ErrorCode.OutOfService |
callbackDestination
- the DestinationI
selected that will process the callbackcontactNumber
- the ContactNumberI
that represents the customer's number that will be dialled in the callbackcallbackTime
- the UTC time that the callback will occur at (for example, 2016/05/10 02:30)callbackExpiryTime
- the time in minutes after which the callback will expirecallbackNote
- an agent note that will be added to the callback interaction when received by the callback destinationObjectInvalidException
- if the InteractionI
object has been deletedInvalidArgumentException
- if the mandatory DestinationI
or ContactNumberI
arguments are null
void createCallback(DestinationI callbackDestination, java.lang.String externalNumber, java.lang.String callbackTime, java.lang.String callbackExpiryTime, java.lang.String callbackNote) throws ObjectInvalidException, InvalidArgumentException
InteractionI
be called back on an unknown number (not administered on the POM
server) by a callback DestinationI
at a specified time.
This method is only valid for interactions with ContactType.POM_Outbound
.
A list of available callback destinations can be retrieved from getCallbackDestinations(com.avaya.ccs.api.enums.DestinationType)
. The callback
DestinationI
selected from this list is the destination administered in the POM server that will process the
callback to the customer (for example, this could be a campaign or an agent).
If successful, a callback will be scheduled for the time specified. The final DestinationI
of the callback will
directly or indirectly (callback through a campaign) be a UserI
within a SessionI
. At the specified
callback time, a new InteractionI
object will be created for this UserI
with the
StateReason.Callback
. The callback notes parameter will be received as an agent note on the new callback
interaction. Please see getAgentNotes()
for more details on agent notes. A NotificationType.NEW
notification for this InteractionI
object will be sent to the application that is in control of this users
SessionI
. This notification will be sent to this application via 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 sent to the client application with the
ErrorI
object containing details on the cause of the error. This notification will be sent to the application via
the InteractionListenerI
implementation that is supplied by the application as an argument to the
SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
canCreateCallback()
capability method.getCallbackDestinations(com.avaya.ccs.api.enums.DestinationType)
.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.InvalidInteractionState |
|
ErrorCode.OutOfService |
callbackDestination
- the DestinationI
selected that will process the callbackexternalNumber
- the number to use for the customers callback, this number is not known or administered on the POM servercallbackTime
- the UTC time that the callback will occur at (for example, 2016/05/10 02:30)callbackExpiryTime
- the time in minutes after which the callback will expirecallbackNote
- an agent note that will be added to the callback interaction when received by the callback destinationObjectInvalidException
- if the InteractionI
object has been deletedInvalidArgumentException
- if the DestinationI
argument is null
or if the external number argument is null
or an
empty stringvoid initiateTransferToDestination(DestinationI destination) throws ObjectInvalidException, InvalidArgumentException
DestinationI
administered on the POM server.
This method is only valid for interactions with ContactType.POM_Outbound
.
A list of available consult destinations can be retrieved from getConsultDestinations(com.avaya.ccs.api.enums.DestinationType)
. The callback
DestinationI
selected from this list is the destination administered in the POM server that will process the
callback to the customer (for example, this could be a campaign or an agent).
InteractionI
object (known as the main interaction) will transition to InteractionState.Held
with
StateReason.ConsultInitiated
. A NotificationType.UPDATE
notification for this InteractionI
object
will be sent to the client application.InteractionI
object (known as the consult interaction) that represents the consultation to the specified
DestinationI
. A NotificationType.NEW
notification for this new InteractionI
object will be sent to
the application. This InteractionI
object will have the same getAddress()
as the held
interaction. If the target DestinationI
is currently busy, then this new InteractionI
will be in
InteractionState.Pending
until the destination becomes available else it will be in InteractionState.Active
.DestinationI
is a UserI
in a SessionI
, then the following actions will occur;
InteractionI
object for the destination user on the consult will be created. If the user is currently
busy then this interaction will be in InteractionState.Pending
with StateReason.ConsultInitiated
else it
will be in InteractionState.Active
with StateReason.ConsultInitiated
. A NotificationType.NEW
notification for this new InteractionI
object will be sent to the application that is in control of this session.
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application. These
notifications are sent to the InteractionListenerI
implementation that is supplied by the application as an
argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
The transfer can be completed by invoking completeTransfer()
on the consult interaction. The consult
interaction must be in InteractionState.Active
to complete the transfer.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canInitiateTransferToDestination()
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.CommServerError |
|
ErrorCode.DestinationBusy |
|
ErrorCode.DestinationInvalid |
|
ErrorCode.DestinationOutOfService |
|
ErrorCode.DestinationStateInvalid |
|
ErrorCode.DestinationUnreachable |
|
ErrorCode.InvalidInteractionState |
The interaction is not currently in InteractionState.Active . |
ErrorCode.OperationNotSupported |
|
ErrorCode.OutOfService |
destination
- the target DestinationI
of the consultative transferObjectInvalidException
- if the InteractionI
object has been deletedInvalidArgumentException
- if the mandatory DestinationI
argument is null
void transferToDestination(DestinationI destination) throws ObjectInvalidException, InvalidArgumentException
destination
- the target DestinationI
of the consultative transferObjectInvalidException
- if the InteractionI
object has been deletedInvalidArgumentException
- if the mandatory DestinationI
argument is null
void initiateConferenceToDestination(DestinationI destination) throws ObjectInvalidException, InvalidArgumentException
DestinationI
administered on the POM server.
This method is only valid for interactions with ContactType.POM_Outbound
.
A list of available consult destinations can be retrieved from getConsultDestinations(com.avaya.ccs.api.enums.DestinationType)
. The callback
DestinationI
selected from this list is the destination administered in the POM server that will process the
callback to the customer (for example, this could be a campaign or an agent).
InteractionI
object (known as the main interaction) will transition to InteractionState.Held
with
StateReason.ConsultInitiated
. A NotificationType.UPDATE
notification for this InteractionI
object
will be sent to the client application.InteractionI
object (known as the consult interaction) that represents the consultation to the specified
DestinationI
. A NotificationType.NEW
notification for this new InteractionI
object will be sent to
the application. This InteractionI
object will have the same getAddress()
as the held
interaction. If the target DestinationI
is currently busy, then this new InteractionI
will be in
InteractionState.Pending
until the destination becomes available else it will be in InteractionState.Active
.DestinationI
is a UserI
in a SessionI
, then the following actions will occur;
InteractionI
object for the destination user on the consult will be created. If the user is currently
busy then this interaction will be in InteractionState.Pending
with StateReason.ConsultInitiated
else it
will be in InteractionState.Active
with StateReason.ConsultInitiated
. A NotificationType.NEW
notification for this new InteractionI
object will be sent to the application that is in control of this session.
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application. These
notifications are sent to the InteractionListenerI
implementation that is supplied by the application as an
argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
The conference can be completed by invoking completeConference()
on the consult interaction. The consult
interaction must be in InteractionState.Active
to complete the conference.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canInitiateConferenceToDestination()
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.CommServerError |
|
ErrorCode.DestinationBusy |
|
ErrorCode.DestinationInvalid |
|
ErrorCode.DestinationOutOfService |
|
ErrorCode.DestinationStateInvalid |
|
ErrorCode.DestinationUnreachable |
|
ErrorCode.InvalidInteractionState |
The interaction is not currently in InteractionState.Active . |
ErrorCode.OperationNotSupported |
|
ErrorCode.OutOfService |
destination
- the target DestinationI
of the consultative conferenceObjectInvalidException
- if the InteractionI
object has been deletedInvalidArgumentException
- if the mandatory DestinationI
argument is null
void updateCustomerEmail(EmailListEntryI emailEntry) throws ObjectInvalidException, InvalidArgumentException
InteractionI
.
This method is only valid for interactions with ContactType.POM_Outbound
.
A list of the current EmailListEntryI
objects that are associated with this customer can be accessed by retrieving
getCustomerDetails()
and then CustomerDetailsI.getEmailList()
. To modify the email address, the
client application should invoke EmailListEntryI.setEmailAddress(java.lang.String)
with the updated email address and then invoke
this method passing in the modified EmailListEntryI
object.
If successful, a NotificationType.UPDATE
notification will be sent to the application and the updated
InteractionI
object will contain the updated EmailListEntryI
object. This can be retrieved by invoking
getCustomerDetails()
and then CustomerDetailsI.getEmailList()
on the updated object.
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application with the
ErrorI
object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI
implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canUpdateCustomerEmail()
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.OutOfService |
|
ErrorCode.InvalidInteractionState |
emailEntry
- the modified EmailListEntryI
object to be updated on the serverObjectInvalidException
- if the InteractionI
object has been deletedInvalidArgumentException
- if the mandatory EmailListEntryI
argument is null
void updateCustomerPhone(PhoneListEntryI phoneEntry) throws ObjectInvalidException, InvalidArgumentException
InteractionI
.
This method is only valid for interactions with ContactType.POM_Outbound
.
A list of the current PhoneListEntryI
objects that are associated with this customer can be accessed by retrieving
getCustomerDetails()
and then CustomerDetailsI.getPhoneList()
. To modify details associated with
the phone entry, the client application should call the appropriate setter methods on PhoneListEntryI
object and
then invoke this method passing in the modified PhoneListEntryI
object.
If successful, a NotificationType.UPDATE
notification will be sent to the application and the updated
InteractionI
object will contain the updated PhoneListEntryI
object. This can be retrieved by invoking
getCustomerDetails()
and then CustomerDetailsI.getPhoneList()
on the updated object.
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application with the
ErrorI
object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI
implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canUpdateCustomerPhone()
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.OutOfService |
|
ErrorCode.InvalidInteractionState |
phoneEntry
- the modified PhoneListEntryI
object to be updated on the serverObjectInvalidException
- if the InteractionI
object has been deletedInvalidArgumentException
- if the mandatory PhoneListEntryI
argument is null
void updateCustomerAddress(PostalAddressListEntryI addressEntry) throws ObjectInvalidException, InvalidArgumentException
InteractionI
.
This method is only valid for interactions with ContactType.POM_Outbound
.
A list of the current PostalAddressListEntryI
objects that are associated with this customer can be accessed by
retrieving getCustomerDetails()
and then CustomerDetailsI.getPostalAddressList()
. To modify details
associated with the postal address entry, the client application should call the appropriate setter methods on the
PostalAddressListEntryI
object and then invoke this method passing in the modified PostalAddressListEntryI
object.
If successful, a NotificationType.UPDATE
notification will be sent to the application and the updated
InteractionI
object will contain the updated PostalAddressListEntryI
object. This can be retrieved by
invoking getCustomerDetails()
and then CustomerDetailsI.getPostalAddressList()
on the updated object.
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application with the
ErrorI
object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI
implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canUpdateCustomerAddress()
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.OutOfService |
|
ErrorCode.InvalidInteractionState |
addressEntry
- the modified PostalAddressListEntryI
object to be updated on the serverObjectInvalidException
- if the InteractionI
object has been deletedInvalidArgumentException
- if the mandatory PostalAddressListEntryI
argument is null
void updateCustomerName(java.lang.String title, java.lang.String firstName, java.lang.String lastName) throws ObjectInvalidException, InvalidArgumentException
InteractionI
.
This method is only valid for interactions with ContactType.POM_Outbound
.
The customer name can be accessed by retrieving getCustomerDetails()
and then
CustomerDetailsI.getTitle()
, CustomerDetailsI.getFirstName()
and CustomerDetailsI.getLastName()
. To
modify any of the name properties of the customer, the client application can pass appropriate arguments to this method.
If successful, a NotificationType.UPDATE
notification will be sent to the application and the updated
InteractionI
object will contain the updated customer name. This can be retrieved by invoking
getCustomerDetails()
on the updated object and then CustomerDetailsI.getTitle()
,
CustomerDetailsI.getFirstName()
or CustomerDetailsI.getLastName()
.
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application with the
ErrorI
object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI
implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canUpdateCustomerName()
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.OutOfService |
|
ErrorCode.InvalidInteractionState |
title
- the title of the customer to updatefirstName
- the first name of the customer to updatelastName
- the last name of the customer to updateObjectInvalidException
- if the InteractionI
object has been deletedInvalidArgumentException
- if all of the arguments are either null
or emptyvoid endConference() throws ObjectInvalidException
InteractionI
be ended.
This method is only valid for interactions with ContactType.POM_Outbound
. This method is only available for the
conference owner.
If successful, the third party is dropped out of the conference bring this back to a two party interaction between the
conference owner and the customer. A NotificationType.UPDATE
notification will be sent to the application with the
updated InteractionI
object.
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application with the
ErrorI
object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI
implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canEndConference()
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.InvalidInteractionState |
The interaction is not currently in either InteractionState.Active . |
ErrorCode.InvalidRequest |
The interaction is not currently involved in a consultative relationship that can be completed as a conference. |
ErrorCode.OperationNotSupported |
|
ErrorCode.OutOfService |
|
ErrorCode.ConferenceFeatureError |
ObjectInvalidException
- if the InteractionI
object has been deletedvoid changeConferenceOwner() throws ObjectInvalidException
This method is only valid for interactions with ContactType.POM_Outbound
. This method is only valid for the
UserI
that is the current conference owner. It is also only valid if there is a UserI
representing another
agent on this conference.
If successful, the UserI
representing the other agent on the three party conference becomes the conference owner. A
NotificationType.UPDATE
notification will be sent to the application with the updated InteractionI
object
which will have reduced capabilities for this user on the conference (due to relinquishing ownership of the conference). If
a conference owner wishes to drop themselves out of a three party conference via end()
, they must change
conference owner first.
If a failure occurs, a NotificationType.ERROR
notification will be sent to the client application with the
ErrorI
object containing details on the cause of the error.
All these notifications will be sent to the application via the InteractionListenerI
implementation that is
supplied by the application as an argument to the SessionI.openInteractions(com.avaya.ccs.api.InteractionListenerI)
method.
Possible errors for this method are listed below. Most errors can be prevented by querying the
canChangeConferenceOwner()
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.InvalidInteractionState |
The interaction is not currently in either InteractionState.Active . |
ErrorCode.OutOfService |
ObjectInvalidException
- if the InteractionI
object has been deletedvoid openMedia() throws ObjectInvalidException
Open the MediaI
channel for this Interaction.
MediaI
objects convey the media for a contact; usually text-based contacts. Examples are web chat messages and email content. For example, a typical web chat
contact flow might work like this. A client using the API has an Alerting
Interaction
. If Answered
, an Interaction Update
will be sent to the
client specifying that this is a Web Chat message; and specifying a new capability: canOpenMedia
.
At this stage, the client would call openMedia()
. This will result in a NEW MediaI
object being sent from CCS, which will be deserialized to
a WebChatMediaI
object. New web chat messages from the agent will now be sent using the established Media path; and new web chat messages
sent from the customer will arrive as new MediaI
notifications.
Before opening a media session on the Interaction
, first check that it is possible to do so by calling canOpenMedia()
See MediaI
for more details on multimedia contacts.
ObjectInvalidException
- if the InteractionI
object has been deletedvoid setMedia(com.avaya.ccs.core.Media interactionMedia)
interactionMedia
- the Media object to setcom.avaya.ccs.core.Media getMedia()
MediaI
member of this Interactionjava.lang.String toJsonStringMaskSensitive()
boolean isConference() throws ObjectInvalidException
ObjectInvalidException
- if the InteractionI
object has been deletedboolean isConsult() throws ObjectInvalidException
ObjectInvalidException
- if the InteractionI
object has been deletedboolean isAutoAnswered()
void endConsult() throws ObjectInvalidException
ObjectInvalidException
- if the InteractionI
object has been deletedvoid consult(java.lang.String destination) throws ObjectInvalidException, InvalidArgumentException
destination
- the target of the consult initiationObjectInvalidException
- if the InteractionI
object has been deletedInvalidArgumentException
- if the argument is either null
or emptyvoid updateClosedReasonCode(java.lang.String code) throws ObjectInvalidException
code
- closedReasonCodeObjectInvalidException
- if the InteractionI
object has been deletedvoid getSkillsets() throws ObjectInvalidException
ObjectInvalidException