Avaya Client Services API Reference (Windows)
Avaya Client Services API Reference (Windows)
Avaya.ClientServices
AgentService Class
AgentService Properties
AgentService Methods
AgentService Events

# AgentService Class

The AgentService object is accessible from the User object, providing access to agent features.
Inheritance Hierarchy
System
Object
Avaya.ClientServices
AgentService

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

    public class AgentService

The AgentService type exposes the following members.

Properties

| Name | Description
--- | --- | ---
| AgentInformation | Gets current agent information. Whenever agent work mode or configuration is changed new AgentInformation object is available via AgentInformationUpdated event.
| AgentState | Gets current state of the agent. The agent state change is reported via AgentStateChanged event.
| AgentWorkMode | Gets current work mode of the agent.
| AllowedAuxiliaryWorkModeReasonCodes | Gets the list of administered auxiliary work mode reason codes available for the agent to change in to auxiliary work mode.
| AutoLogoutReasonCode | 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.
| AvailableAgentFeatures | Gets the list of available agent features.
| ChangeSkillCapability | Returns an indication as to whether the change skill is available.
| ForcedLogoutOverrideCapability | Gets an indication whether the agent can override force logout and cancel auto-logout operation.
| IsServiceAvailable | Returns true if the agent service is available.
| QueueStatisticsList | 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, AgentService AgentServiceCompletionHandler).
| SendCallWorkCodeCapability | Gets an indication as to whether the work code can be sent over the existing call.
| ViewStatisticsCapability | Gets an indication whether the agent can view statistics.

Top
Methods

| Name | Description
--- | --- | ---
| AddSkill | Request to add a skill to the skills assigned to an agent.
| CallSupervisor | Requests for supervisor assistance based on skill.
| ConsultSupervisor | Requests for supervisor assistance based on active call.
| ExitViewStatistics | Clear the ViewStatistics(Int32, String, AgentService AgentServiceCompletionHandler) display preference. The requested statistics entity is not considered active anymore.
| GetCallSupervisorCapability | Returns an indication as to whether the supervisor assistance is available based on skill.
| GetConsultSupervisorCapability | Returns an indication as to whether the supervisor assistance is available for active call.
| IsAgentFeatureAvailable | Returns whether a specific agent feature is available or not.
| IsAgentWorkModeAllowed | Returns an indication as to whether the agent work mode indicated by eAgentWorkMode is allowed for use.
| Login | Starts agent login process with the signalling servers.
| Logout | Starts agent logout process with the signalling servers. Use '0' as default reason code if reason code is not available.
| QueueStatisticsMonitoringCapability | Returns an indication whether queue statistics monitoring feature is available for particular skill or not.
| RefreshAllViewStatistics | Refresh all active ViewStatistics(Int32, String, AgentService AgentServiceCompletionHandler) entities. View statistics entity counts as active if it was requested via ViewStatistics(Int32, String, AgentService AgentServiceCompletionHandler) and no ExitViewStatistics(Int32, AgentService AgentServiceCompletionHandler) was called on it afterwards. This action is not available if SetViewStatisticsRefreshInterval(Int32, AgentService AgentServiceCompletionHandler) is set to non-zero.
| RemoveSkill | Request to remove (unassign) a skill that is assigned to an agent.
| SendCallWorkCode | Sends the specified call work code.
| SetAgentWorkMode | Sets agent work mode. The updated work mode is notified via AgentWorkModeChanged event.
| SetLabelForAgentFeature | Updates agent feature with a personalized label given by user.
| SetOverrideForcedLogout | 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.
| SetQueueStatisticsRefreshInterval | Sets refresh interval for queue statistics.
| SetViewStatisticsRefreshInterval | Set the refresh interval for ViewStatistics(Int32, String, AgentService AgentServiceCompletionHandler). Active statistics entities will be requested periodically once in the given amount of seconds.
| StartQueueStatisticsMonitoring | Starts queue statistics monitoring. It provides information about particular skill or queue for the agent as administered on signalling server.
| StopQueueStatisticsMonitoring | Stops queue statistics monitoring operation.
| ViewStatistics | 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.

Top
Events

| Name | Description
--- | --- | ---
| AgentAutoLoginFailed | Occurs when the automatic agent login attempt failed.
| AgentAutoLoginSucceeded | Occurs when the automatic agent login attempt is successful.
| AgentAutoLogoutFailed | Occurs when the automatic agent logout attempt failed.
| AgentAutoLogoutSucceeded | Occurs when the automatic agent logout attempt is successful.
| AgentCapabilitiesChanged | 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.
| AgentFeatureListChanged | Occurs when the agent feature list is changed.
| AgentInformationUpdated | Occurs when the agent information is updated.
| AgentLoggedIn | Occurs when the agent login attempt is successful.
| AgentLoggedOut | Occurs when the agent logout attempt is successful.
| AgentServiceAvailable | Occurs when the agent service becomes available.
| AgentServiceUnavailable | Occurs when the agent service becomes unavailable.
| AgentStateChanged | Occurs when a state of the agent is changed.
| AgentWorkModeChanged | Occurs when a work mode is updated for the agent.
| QueueStatisticsListChanged | Occurs when the entire queue statistics list is changed.
| StatisticsDataReceived | Occurs when statistics data is received.

Top
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

#### Reference

Avaya.ClientServices Namespace

© 2017 Avaya LLC. All Rights Reserved.