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AgentService Class

The AgentService object is accessible from the User object, providing access to agent features.
Inheritance Hierarchy
SystemObject
  Avaya.ClientServicesAgentService

Namespace:  Avaya.ClientServices
Assembly:  AvayaClientServices (in AvayaClientServices.dll) Version: 550.0.60.0
Syntax
C#
public class AgentService

The AgentService type exposes the following members.

Properties
  NameDescription
Public propertyAgentInformation
Gets current agent information. Whenever agent work mode or configuration is changed new AgentInformation object is available via AgentInformationUpdated event.
Public propertyAgentState
Gets current state of the agent. The agent state change is reported via AgentStateChanged event.
Public propertyAgentWorkMode
Gets current work mode of the agent.
Public propertyAllowedAuxiliaryWorkModeReasonCodes
Gets the list of administered auxiliary work mode reason codes available for the agent to change in to auxiliary work mode.
Public propertyAutoLogoutReasonCode
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.
Public propertyAvailableAgentFeatures
Gets the list of available agent features.
Public propertyChangeSkillCapability
Returns an indication as to whether the change skill is available.
Public propertyForcedLogoutOverrideCapability
Gets an indication whether the agent can override force logout and cancel auto-logout operation.
Public propertyIsServiceAvailable
Returns true if the agent service is available.
Public propertyQueueStatisticsList
Returns a queue statistics collection that is available for the user, this information can be used by the agent to monitor skill based queue statistics using method. StartQueueStatisticsMonitoring(QueueStatistics, AgentServiceAgentServiceCompletionHandler).
Public propertySendCallWorkCodeCapability
Gets an indication as to whether the work code can be sent over the existing call.
Public propertyViewStatisticsCapability
Gets an indication whether the agent can view statistics.
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Methods
  NameDescription
Public methodAddSkill
Request to add a skill to the skills assigned to an agent.
Public methodCallSupervisor
Requests for supervisor assistance based on skill.
Public methodConsultSupervisor
Requests for supervisor assistance based on active call.
Public methodExitViewStatistics
Clear the ViewStatistics(Int32, String, AgentServiceAgentServiceCompletionHandler) display preference. The requested statistics entity is not considered active anymore.
Public methodGetCallSupervisorCapability
Returns an indication as to whether the supervisor assistance is available based on skill.
Public methodGetConsultSupervisorCapability
Returns an indication as to whether the supervisor assistance is available for active call.
Public methodIsAgentFeatureAvailable
Returns whether a specific agent feature is available or not.
Public methodIsAgentWorkModeAllowed
Returns an indication as to whether the agent work mode indicated by eAgentWorkMode is allowed for use.
Public methodLogin
Starts agent login process with the signalling servers.
Public methodLogout
Starts agent logout process with the signalling servers. Use '0' as default reason code if reason code is not available.
Public methodQueueStatisticsMonitoringCapability
Returns an indication whether queue statistics monitoring feature is available for particular skill or not.
Public methodRefreshAllViewStatistics
Public methodRemoveSkill
Request to remove (unassign) a skill that is assigned to an agent.
Public methodSendCallWorkCode
Sends the specified call work code.
Public methodSetAgentWorkMode
Sets agent work mode. The updated work mode is notified via AgentWorkModeChanged event.
Public methodSetLabelForAgentFeature
Updates agent feature with a personalized label given by user.
Public methodSetOverrideForcedLogout
Enables or disables agent's logout override operation. The signalling server configuration allows it to forcefully logout an agent after a pre-configured time duration. The agent has the capability to override the forced logout operation by using this method.
Public methodSetQueueStatisticsRefreshInterval
Sets refresh interval for queue statistics.
Public methodSetViewStatisticsRefreshInterval
Set the refresh interval for ViewStatistics(Int32, String, AgentServiceAgentServiceCompletionHandler). Active statistics entities will be requested periodically once in the given amount of seconds.
Public methodStartQueueStatisticsMonitoring
Starts queue statistics monitoring. It provides information about particular skill or queue for the agent as administered on signalling server.
Public methodStopQueueStatisticsMonitoring
Stops queue statistics monitoring operation.
Public methodViewStatistics
Request display of the statistics for agents, splits or skills, VDNs and trunk groups in accordance to the VuStats button configuration. The statistics reflect 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.
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Events
  NameDescription
Public eventAgentAutoLoginFailed
Occurs when the automatic agent login attempt failed.
Public eventAgentAutoLoginSucceeded
Occurs when the automatic agent login attempt is successful.
Public eventAgentAutoLogoutFailed
Occurs when the automatic agent logout attempt failed.
Public eventAgentAutoLogoutSucceeded
Occurs when the automatic agent logout attempt is successful.
Public eventAgentCapabilitiesChanged
Occurs when agent capabilities is changed. The application can query the Agent Service object to find out about the capability that changed. The capabilities changed notification is tied to the features supported by the call center server.
Public eventAgentFeatureListChanged
Occurs when the agent feature list is changed.
Public eventAgentInformationUpdated
Occurs when the agent information is updated.
Public eventAgentLoggedIn
Occurs when the agent login attempt is successful.
Public eventAgentLoggedOut
Occurs when the agent logout attempt is successful.
Public eventAgentServiceAvailable
Occurs when the agent service becomes available.
Public eventAgentServiceUnavailable
Occurs when the agent service becomes unavailable.
Public eventAgentStateChanged
Occurs when a state of the agent is changed.
Public eventAgentWorkModeChanged
Occurs when a work mode is updated for the agent.
Public eventQueueStatisticsListChanged
Occurs when the entire queue statistics list is changed.
Public eventStatisticsDataReceived
Occurs when statistics data is received.
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Remarks
The AgentService object provides a set of APIs that allow application developers to implement SIP contact center agent features.

In general, administered agent features can be invoked depending upon the current state of the system.

The client application is notified about status updates on features reported by the agent service through event handlers that the application has registered on the AgentService object's events. 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.

In order to retrieve a list of available agent features, call AvailableAgentFeatures property. This should be done after AgentServiceAvailable event is received.

See Also