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