The AgentService object is accessible from the User object, providing access to a set of APIs that allow application developers to implement SIP contact center agent features.
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#import <CSAgentService.h>
Inherits NSObject.
The AgentService object is accessible from the User object, providing access to a set of APIs that allow application developers to implement SIP contact center agent features.
The client application is notified about status updates on agent features reported by the agent service through handlers that the application has registered on the AgentService object. These updates may be the result of local operations on the AgentService object as well as remote changes initiated by either the service/server or other end users.
- (void) addSkill: |
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(CSAgentSkill *) |
skill |
forAgentId: |
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(NSString *) |
agentId |
completionHandler: |
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(void(^)(CSButtonLampState lampState, NSError *error)) |
handler |
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Request to add a skill to the skills assigned to an agent.
- Parameters
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skill | The skill to be added. |
agentId | The extension of the agent the change applies to. |
handler | Completion handler instance that receives the result of the operation. If not provided, failure feedback cannot be provided. |
- (void) callSupervisor: |
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(NSInteger) |
skillId |
completionHandler: |
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(void(^)(CSCall *supervisorCall, NSError *error)) |
handler |
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Requests for supervisor assistance based on skill.
If supervisor assistance is requested based on skill id then new call will be placed for supervisor.
- Parameters
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skillId | The skill id for which supervisor assistance is required. |
handler | Completion handler instance that receives the result of the operation. If not provided, failure feedback cannot be provided. |
- (CSCapability *) callSupervisorCapability: |
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(NSInteger) |
skillId |
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Returns an indication as to whether the supervisor assistance is available based on skill.
- Parameters
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skillId | The skill id for which supervisor assistance is required. |
- Returns
- Capability object describing whether the supervisor assistance is available.
Returns an indication as to whether the change skill is available.
- Returns
- Capability object describing whether the change skill is available.
- (void) consultSupervisor: |
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(void(^)(CSCall *supervisorCall, NSError *error)) |
handler |
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Requests for supervisor assistance for active call.
If active call is in progress then existing call will go in hold state and the agent connects to the skill supervisor. The caller hears nothing or music on hold but the agent and the supervisor can talk with each other. After speaking with the supervisor, the agent can drop the call with supervisor and return to the ACD call, set up a conference call with the supervisor and the calling party, or transfer the call to the supervisor.
Result is notified via completion handler. This completion handler is invoked as soon as call with supervisor has been successfully initiated, not when the call is established with the supervisor.
- Parameters
-
handler | Completion handler instance that receives the result of the operation. If not provided, failure feedback cannot be provided. |
Returns an indication as to whether the supervisor assistance is available for active call.
- Returns
- Capability object describing whether the supervisor assistance is available.
- (void) exitViewStatistics: |
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(NSInteger) |
buttonNumber |
completionHandler: |
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(void(^)(NSError *error)) |
handler |
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Clear the viewStatistics display preference.
The requested statistics entity is not considered active anymore.
- Parameters
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buttonNumber | Configured button number of the requested statistics type. |
handler | Completion handler instance that receives the result of the operation. If not provided, failure feedback cannot be provided. |
Returns whether the agent feature indicated by featureType is available for the application.
- Parameters
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featureType | Type of agent feature. |
- Returns
- A boolean value indicating whether the agent feature indicated by featureType is available for the application.
Returns an indication as to whether the agent work mode indicated by workModeType is allowed for use.
- See also
- CSAgentWorkMode
- Parameters
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workMode | Type of agent work mode. |
- Returns
- A boolean value indication whether the agent work mode is allowed for use.
- (void) loginWithCompletionHandler: |
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(void(^)(NSError *error)) |
handler |
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Starts agent login process with the communications servers.
Feedback is provided via the AgentServiceCompletionHandler object.
- Parameters
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handler | An object that wants to learn about result of login operation i.e., whether it was successful. |
- (void) logoutWithReasonCode: |
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(NSInteger) |
reasonCode |
completionHandler: |
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(void(^)(NSError *error)) |
handler |
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Stops agent services including logout with reason code from the signalling servers.
Use '0' as default reason code if reason code is not available. Feedback is provided via the AgentServiceCompletionHandler object.
With reason codes, staffed agents can enter a numeric 1-digit or 2-digit code that describes the reason for logging out of the system. Reason codes give call center managers information about how agents spend time.
- Parameters
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reasonCode | Reason code for agent logout. Minimum value - 0, Maximum value - 9, Default value - 0. Reason code policy is administered on signalling server. The provisioning of these reason codes are not passed down to the clients. The agents are told by their supervisor what these codes are, and the agents are used to enter these integer numbers. |
handler | An object that wants to learn about result of logout operation i.e., whether it was successful. |
- (CSCapability *) queueStatisticsMonitoringCapabilityForSkillId: |
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(NSInteger) |
skillId |
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Returns an indication whether queue statistics monitor feature is available for particular skill or not.
- Parameters
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skillId | The hunt group/skill number associated with the button. |
- Returns
- Capability object describing whether the queue status statistics feature is available.
- (void) refreshAllViewStatistics: |
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(void(^)(NSError *error)) |
handler |
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Refresh all active viewStatistics entities.
View statistics entity counts as active if it was requested via viewStatistics() and no exitViewStatistics() was called on it afterwards.
- Parameters
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handler | Completion handler instance that receives the result of the operation. If not provided, failure feedback cannot be provided. |
- (void) removeSkill: |
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(CSAgentSkill *) |
skill |
forAgentId: |
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(NSString *) |
agentId |
completionHandler: |
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(void(^)(CSButtonLampState lampState, NSError *error)) |
handler |
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Request to remove (unassign) a skill that is assigned to an agent.
- Parameters
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skill | The skill to be removed. |
agentId | The extension of the agent the change applies to. |
handler | Completion handler instance that receives the result of the operation. If not provided, failure feedback cannot be provided. |
- (void) sendCallWorkCode: |
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(NSString *) |
callWorkCode |
completionHandler: |
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(void(^)(NSError *error)) |
handler |
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Sends the specified call work code.
Result is notified via callbacks defined in AgentServiceCompletionHandler object.
When the agent is on an ACD call, at any time he or she can invoke the work code feature and enter the digits (max 16 digits) for the code.
To use call work code feature, an agent must be on an ACD call or in the After Call Work (ACW) mode. Example: The agent is on a call and half way through he or she realize that the call is a sales call. Agent would invoke work-code feature and enter 250 (if this is the number for the code). This will register in the Call Management System (CMS) and record the data.
- Parameters
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callWorkCode | The work code to send. |
handler | An Object that wants to learn about the result of work code send operation i.e., whether it was successful. |
- (void) setAgentWorkMode: |
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(CSAgentWorkMode) |
newAgentWorkMode |
withReasonCode: |
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(NSInteger) |
reasonCode |
completionHandler: |
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(void(^)(NSError *error)) |
handler |
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Sets agent work mode.
Result is notified by callbacks defined in AgentServiceCompletionHandler object. The updated work mode is notified by AgentServiceListener::onAgentWorkModeChanged(AgentService, User, AgentWorkMode) callback.
- See also
- CSAgentWorkMode
- Parameters
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newAgentWorkMode | New work mode for agent |
reasonCode | The reason code in case of changing to auxiliary work mode, for other modes use '0' as default code. |
handler | An Object that wants to learn about result of setting work mode operation i.e., whether it was successful. |
- (void) setLabel: |
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(NSString *) |
label |
forAgentFeature: |
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(CSAgentFeature *) |
agentFeature |
completionHandler: |
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(void(^)(NSError *error)) |
handler |
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Updates agent feature with a personalized label given by user.
- Parameters
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label | The personalized label to be set. |
agentFeature | The agent feature. |
handler | An object that wants to learn about result of logout operation i.e., whether it was successful. |
- (void) setOverrideForcedLogoutWithCompletionHandler: |
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(void(^)(NSError *error)) |
handler |
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Enables or disables agent's forced logout override operation.
- Parameters
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handler | Completion handler instance that receives the result of the operation. |
- (void) setQueueStatisticsRefreshInterval: |
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(NSInteger) |
refreshInterval |
ccompletionHandler: |
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(void(^)(NSError *error)) |
handler |
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Sets refresh interval for queue statistics.
- Parameters
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refreshInterval | The refresh interval in seconds. Minimum value: 0 (i.e. no refresh), maximum value: 3600 (i.e. 1 hour). |
handler | A block to be called when the operation is completed.
error If the operation was successful this parameter is nill. If an error occurred it contains an object describing the error.
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- (void) setViewStatisticsRefreshInterval: |
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(NSInteger) |
refreshInterval |
completionHandler: |
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(void(^)(NSError *error)) |
handler |
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Set the refresh interval for viewStatistics.
Active statistics entities will be requested periodically once in the given amount of seconds.
- Parameters
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refreshInterval | Refresh interval in seconds. Minimum value: 0 (i.e. no refresh), maximum value: 3600 (i.e. 1 hour). |
handler | Completion handler instance that receives the result of the operation. If not provided, failure feedback cannot be provided. |
- (void) startMonitoringForQueueStatistics: |
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(CSQueueStatistics *) |
queueStatistics |
completionHandler: |
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(void(^)(NSError *error)) |
handler |
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Starts queue statistics monitoring.
It provides information about particular skill or queue for the agent as administered on signalling server.
For example: Queue statistics provides various queue statistics parameters like the number of calls in a queue, the time the oldest call has been in queue as well as alerts when particular thresholds are met or exceeded. Note: Though agent login is not required to invoke monitor operation but sip user login is required.
- Parameters
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queueStatistics | The QueueStatistics information object for which to start monitor operation. |
handler | A block to be called when the operation is completed.
error If the operation was successful this parameter is nill. If an error occurred it contains an object describing the error.
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- (void) stopMonitoringForForQueueStatistics: |
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(CSQueueStatistics *) |
queueStatistics |
completionHandler: |
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(void(^)(NSError *error)) |
handler |
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Stops queue statistics monitoring operation.
- Parameters
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queueStatistics | The QueueStatistics information object for which to start monitor operation. |
handler | A block to be called when the operation is completed.
error If the operation was successful this parameter is nill. If an error occurred it contains an object describing the error.
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- (void) viewStatistics: |
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(NSInteger) |
buttonNumber |
withResourceId: |
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(NSString *) |
resourceId |
completionHandler: |
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(void(^)(NSError *error)) |
handler |
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Request display of the statistics for agents, splits or skills, VDNs and trunk groups in accordance to the VuStats button configuration.
The statistics reflects information collected during the configured interval, since the agent logged in, since the day began, or historical data accumulated over an administered number of intervals. The information is limited to 40 characters displayed at a time. Statistics request can provide information to display on demand or update it periodically depending on the server settings for the given statistics type.
The requested statistics entity is considered active.
- Parameters
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buttonNumber | Configured button number of the requested statistics type. |
resourceId | Optional resource id representing a skill (1 - 8000), a trunk (1 - 2000), a VDN or an agent id (extension). If null or empty value is provided, then statistics will be requested for the resource id from the button configuration (if any). |
handler | Completion handler instance that receives the result of the operation. If not provided, failure feedback cannot be provided. |
Returns current agent information.
Whenever agent work mode or configuration is changed new AgentInformation object is available through AgentServiceListener::onAgentInformationUpdated(AgentService, User, AgentInformation) method.
- Returns
- An AgentInformation object which provides current agent state, work mode and configuration information.
- See also
- CSAgentState
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CSAgentWorkMode
- Exceptions
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IllegalStateException | if this method is called before the agent logged in. |
- (BOOL) agentServiceAvailable |
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readnonatomicassign |
Indicates whether agent service is available or not.
- Returns
- True if agent service available. False otherwise.
Returns current agent state.
The agent state change is reported via AgentServiceListener::onAgentStateChanged(AgentService, User, AgentState) method.
- Returns
- An AgentState enumeration which represents agent availability.
- Exceptions
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IllegalStateException | if this method is called before the agent logged in. |
Gets an agent current work mode.
- Returns
- An AgentWorkMode enumeration which represents agent current work mode.
- (NSArray*) allowedAuxiliaryWorkModeReasonCode |
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readnonatomicassign |
Returns list of administered auxiliary work mode reason codes available for an agent to change in to auxiliary work mode.
Note: Application developers can also use availableAgentFeatures property to get full list of features available for an application.
- See also
- CSAgentService::availableAgentFeatures
- Returns
- An array of auxiliary work mode reason codes as an Integers or null otherwise.
- (NSInteger) autoLogoutReasonCode |
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readwritenonatomicassign |
Current logout reason code for automatic agent logout.
The property is initialized with the value from AgentConfiguration and can be used for updating logout reason code after startup.
- (NSArray*) availableAgentFeatures |
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readnonatomicassign |
Returns list of available agent features or feature buttons administered on signalling server for the registered SIP user.
- Returns
- An array of AgentFeatures or null otherwise.
Returns an indication as to whether the forced logout override is available.
- Returns
- Capability object describing whether the forced logout override is available.
- (NSArray*) queueStatisticsList |
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readnonatomicassign |
Returns a queue statistics collection that is available to an agent, this information can be used by an agent to monitor skill based queue statistics using method -[CSAgentService startMonitoringForQueueStatistics:] Note: Application developers can also use AgentService::getAvailableAgentFeatures() method to get full list of features available for an application.
- Returns
- An array of CSQueueStatistics objects or null otherwise.
Returns an indication as to whether the work code can be sent over the existing call.
- Returns
- CSCapability object describing whether the work code can be sent over the existing call.
The delegate responsible for agent service state events.
The delegate responsible for agent service status events.
Returns an indication whether the agent can view statistics.
- Returns
- Capability object describing whether the agent can view statistics.
The documentation for this class was generated from the following file: