All Classes and Interfaces

Class
Description
 
This class is used to display custom menu entries in the backlog menu of the novomind iAGENT Supervisor or Desk frontend.
Instances of this class are used to build a custom tab with a name, displayName and an url.
Represents an Account object
This enumeration describes the type of an account.
Represents a customized AccountConnectorTab
A AccountConnectorTabProvider is used to provide a custom AccountConnectorTab.
A AccountConnectorTabViewContext provide an AccountModifier which is used to change the subjacent Account}.
Defines an API to modify an instance of type Account
Represents an object, that has an account
The interface represents an active call existing within the PBX.
The ActiveCallEvent is the basic interface for active call related events.
Represents an object, that provides an ActiveCall.
This handler provides information about the agent's state and functions to perform specific actions for the agent.
Represents the agent availability states for specific module.
An AgentAvailabilityChangedEvent is an event triggered due to an agent availability change.
The AgentAvailabilityEventListener is an interface that implements the callback event functions triggered due to agent availability changes.
This interface is used to provide view context specific information for mails within the agent application displaying inquiries and forwarded or resubmitted tickets for this agent.
This class is used to display a custom backlog message menu in the novomind iAGENT Desk frontend.
This interface represents all agent actions concerning a call.
 
 
This is an extension point for validation of actions on calls performed by agents.
This action represents all call close actions by an agent.
This interface is used to provide view context specific information within the novomind iAGENT Desk application for dialogs opened on call close action validation faults.
The AgentCallInfo provides information about a delivered or established ActiveCall that is currently attached to the agent's phone device.
This event is triggered when a Call has been recategorized by an agent.
This class contains all possible visibilities for the categories in the role agent
This class represents an agent visibility context for a category
This interface represents all agent actions concerning a chat The interface provides the chat and the user performing the action.
 
Signals that a Validation Exception for an AgentChatAction has occurred.
This is an extension point for validation of actions on chats performed by agents.
This action is performed when an agent is closing a chat within the novomind iAGENT chat process.
This interface is used to provide view context specific information within the novomind iAGENT Chat Agent application for dialogs opened on chat close action validation faults.
This event is triggered when a chat has been closed by an agent.
Represents an operation to close a chat as an agent.
An AgentChatCloseOperationFailedException is thrown by an AgentChatCloseOperation if the operation execution has failed.
This interface represents the result of a successful AgentChatCloseOperation
This class is used to customize the appearance of the agent's chat editor within the novomind iAGENT Chat Agent application.
An AgentChatEditorAppearanceProvider is used to customize the appearance of the agent's chat editor.
This interface is used to provide view context specific information for chats opened in the chat agent editor.
This interface provides information about the agent chat pool.
This interface is used to provide view context specific information for chats within the personal agent's folder.
This event is triggered asynchronously after a chat has been joined by an agent.
This event is triggered when a chat has been quit by an agent.
This event is triggered when a chat has been recategorized by an agent.
This event is triggered when a chat has been queued again after being assigned to an agent.
This event is triggered when a chat has been resubmitted by an agent.
This event is triggered when a chat has been routed to an agent.
AgentChatSession represents the chat session of an agent.
This action is performed when an agent is uploading an attachment to a chat within the novomind iAGENT chat process.
An AgentDevice is a hard phone or soft phone or any other device providing capabilities to accept calls.
The AgentDeviceControlConnector is an interface to provide additional functionality to control a remote agent device within the novomind iAGENT routing process.
An AgentDeviceEvent is an event related to a ConnectedAgentDevice
The AgentDeviceEventListener is an interface that implements the callback event functions triggered due to agent device events.
Signals that an exception has occurred during agent device login procedure.
The reasons for agent device login faults
An AgentDeviceLoginRequest provides all credentials for an agent to log in on a device.
An AgentDeviceLoginResult provides all information about the successful agent login on an agent device.
Signals that an exception has occurred during agent device operation.
This interface provides information about the agent device state.
An AgentDeviceStateChangedEvent is an event triggered due to a state change of an AgentDevice The event is triggered by the novomind iAGENT routing process.
The AgentDeviceStateEventListener is an interface that implements the callback event functions triggered due to agent device state changes.
This interface is used to provide view context specific information for draft mails within the Agent application only
Represents a MailMessage in the personal drafts folder of an agent.
A AgentDraftMessageInfo object provides information about an AgentDraftMessage.
This interface is used to provide specific functions to be called on the currently active agent's editor for the selected message.
Represents an object that "knows" or can provide a AgentEditorController
This interface is used to provide view context specific information within the iAGENT agent application only, for mails within the personal agent's folder.
This event is triggered when a message associated with a ticket has been successfully sent to an external recipient by an agent within the novomind iAGENT core process and the ticket has been closed.
This event is triggered when a message associated with a ticket has been successfully sent to an external recipient by an agent within the novomind iAGENT core process.
This event is triggered when a message associated with a ticket has been successfully sent to an external recipient by an agent within the novomind iAGENT core process.
This event is triggered when a message associated with a ticket has been successfully sent to an external recipient due to an inquiry operation triggered by an agent within the novomind iAGENT core process.
This interface provides information about the agent folder.
Represents an AgentGroup object
 
Instances of this class are used as return values of AgentHomeTabProvider to display custom tabs in the home section of the novomind iAGENT Desk UI.
The interface defines several behaviors of an AgentHomeTab
 
An AgentHomeTabProvider is used to provide a custom AgentHomeTab in the home section of the novomind iAGENT Desk UI.
This interface provides information and functionality for view context sensitive data and operations to render an AgentHomeTab.
The AgentIncomingCallInfo provides information about a delivered or established IncomingCall that is currently attached to the agent's phone device.
An AgentInfo is the interface to get non persistent informations of agent user entities.
Handler to access non persistent agent information.
This event is triggered when an intermediate message associated with a ticket has been successfully sent by an agent within the novomind iAGENT core process.
This event is triggered when a ticket has been routed to an agent due to an internal forward operation by another agent.
This interface provides information about the agent login state at the novomind iAGENT Desk.
An AgentLoginStateChangedEvent is an event triggered due to an agent login state change.
The AgentLoginStateEventListener is an interface that implements the callback event functions triggered due to agent login state changes.
This class is used to customize the appearance of the agent's mail editor within the novomind iAGENT Desk application.
A AgentMailEditorAppearanceProvider is used to customize the appearance of the agent's editor.
An AgentMailEditorTextModuleListManipulator is used to manipulate the list of text module first level group items offered to an agent within the novomind iAGENT Desk editor.
An AgentMailEditorTextModuleManipulationInput provides all information to manipulate the List of text module first level group items offered to an agent in the novomind iAGENT Desk mail editor.
This interface is used to provide view context specific information within the novomind iAGENT Desk application, for mails selected within the personal agent's folder and displayed within the agent's editor.
This interface is used to provide view context specific information for mails within the personal agent's folder.
Represents a MailMessage in the personal folder of an agent.
This event is triggered when a message in the agent's personal inbox folder of the novomind iAGENT Desk has been deselected by an agent.
An AgentMessageFilterMenuItemProvider is used to build a custom menu to display a view of filtered messages in the novomind iAGENT Desk frontend.
This interface provides information and view context sensitive data to display a AbstractMessageFilterMenuItem in the novomind iAGENT Desk.
An AgentMessageInfo object provides information about an AgentMessage.
This event is triggered when a message has been selected by an agent in the agent's personal inbox folder of the novomind iAGENT Desk.
This event is triggered when a message has been selected or deselected by an agent in the agent's personal inbox folder of the novomind iAGENT Desk.
The AgentMessageSelectionEventListener is an interface that implements the event functions to be called on message selection changes triggered by the agent in the novomind iAGENT Desk process and processed in the novomind iAGENT routing process.
This event is triggered when a message associated with a ticket has been successfully sent by an agent within the novomind iAGENT core process.
The AgentOutgoingCallInfo provides information about a delivered or established OutgoingCall that is currently attached to the agent's phone device.
This event is triggered asynchronously when an outgoing message chatstep has been sent by an agent.
This interface is used to provide view context specific information for sent mails within the Agent application only
This class is used to display a custom outgoing message menu in the novomind iAGENT Desk frontend.
This interface provides information about the agent pause state and also provides the optional PauseReason when an agent is paused.
An AgentPauseStateChangedEvent is an event triggered due to a agent pause state change.
The AgentPauseStateEventListener is an interface that implements the callback event functions triggered due to agent pause state changes.
The AgentPhoneSystemInfo provides the PhoneSystem that has been used to connect the phone device of an agent during the agent's login procedure.
This interface provides information of a phone ticket of an agent.
This event is triggered within the novomind iAGENT routing process when a phone ticket has been created.
This class is used to customize the appearance of the agent's mail editor for a PhoneTicket within the novomind iAGENT Desk application.
An AgentPhoneTicketMailEditorTextModuleManipulationInput provides all information to manipulate the list of text module first level group items offered to an agent in the novomind iAGENT Desk mail editor for a phone ticket.
This interface is used to provide view context specific information within the novomind iAGENT Desk application, for the agent's editor displayed for a PhoneTicket.
This interface is used to provide view context specific information for mails within the agent application displaying a phone ticket for this agent.
Represents an operation to start a phone ticket for an agent.
This interface represents the result of a successful AgentPhoneTicketStartOperation
This interface provides information about the agent post processing state and also provides the optional Call object regarding to this post processing time.
An AgentPostProcessingStateChangedEvent is an event triggered due to a agent post processing state change.
The AgentPostProcessingStateEventListener is an interface that implements the callback event functions triggered due to agent post processing state changes.
This event is triggered when the associated ticket has been closed by an agent and an external message is about to be sent to an external recipient within the novomind iAGENT core process.
This event is triggered when an external message is about to be sent to an external recipient within the novomind iAGENT core process due to an external forward operation of the associated ticket by an agent.
This event is triggered when an external message is about to be sent to an external recipient within the novomind iAGENT core process due to an external forward operation of the associated ticket by an agent.
This event is triggered when an external message is about to be sent to an external recipient within the novomind iAGENT core process due to an inquiry operation of the associated ticket by an agent.
This event is triggered when an intermediate message associated with a ticket is about to be sent by an agent within the novomind iAGENT core process.
This event is triggered when a message associated with a ticket is about to be sent by an agent within the novomind iAGENT core process.
The AgentQueuedCallInfo provides information about a delivered or established QueuedCall that is currently attached to the agent's phone device.
This interface provides information of a quick case of an agent.
Represents an operation to cancel a quick case for an agent.
This interface represents the result of a successful AgentQuickCaseCancelOperation
This class is used to customize the appearance of the agent's mail editor for a QuickCase within the novomind iAGENT Desk application.
An AgentQuickCaseMailEditorTextModuleManipulationInput provides all information to manipulate the list of text module first level group items offered to an agent in the novomind iAGENT Desk mail editor for a quick case.
This interface is used to provide view context specific information within the novomind iAGENT Desk application, for the agent's editor displayed for a QuickCase.
This interface is used to provide view context specific information for mails within the agent application displaying a quick case tickets for this agent.
This interface provides specific builders to build operations to start and cancel a quick case for an agent.
 
 
Represents an operation to start a quick case for an agent.
This interface represents the result of a successful AgentQuickCaseStartOperation
This interface represents all agent actions concerning a quick case The interface provides the Ticket and the User performing the action.
This action is performed when an agent is creating a quick case and closing it without answer within the novomind iAGENT Desk process.
This action is performed when an agent is creating a quick case and keeping it in his personal inbox within the novomind iAGENT Desk process.
This action is performed when an agent is creating a quick case and forwarding it to be routed within the novomind iAGENT Desk process.
This event is triggered within the novomind iAGENT routing process when a quick case ticket has been created.
This action is performed when an agent is creating a quick case with an answer to be sent and closing it within the novomind iAGENT Desk process.
This event is triggered when a ticket has been routed to an agent due to a previous resubmit operation that has been triggered by the agent itself and has exceeded its due date.
Represents a custom sidebar to be displayed within an iframe in the novomind iAGENT Desk and also within the novomind iAGENT Chat frontend.
Defines toggle events to open or close the sidebar automatically, when the specified event occurs.
An AgentSidebarContentProvider is used to provide a custom AgentSidebarContent in the novomind iAGENT Desk and novomind iAGENT Chat frontend.
This interface provides information and functionality for view context sensitive data and operations to render an AgentSidebarContent.
This class contains all possible visibilities for the tenants in the role agent
This class represents an agent visibility context for a tenant
This interface represents all agent actions concerning a ticket The interface provides the Ticket and the User performing the action.
 
 
This is an extension point for validation of actions on tickets performed by agents.
This event is triggered when a ticket has been answered by an agent and now is waiting for clearance before being sent.
This event is triggered when a ticket has been answered by an agent and now is waiting to be sent to the customer in the next step.
This event is triggered when a previously assigned ticket changes the state to TicketState.CLEARANCE_REQUIRED.
This action represents all ticket close actions by an agent.
This interface is used to provide view context specific information within the novomind iAGENT Desk application for dialogs opened on ticket close action validation faults.
This event is triggered when a ticket has been closed by an agent within the novomind iAGENT Desk process without being answered.
This action is performed when an agent is closing the ticket without answer within the novomind iAGENT Desk process.
Represents an operation to close a ticket as an agent.
An AgentTicketCloseOperationFailedException is thrown by an AgentTicketCloseOperation if the operation execution has failed.
This interface represents the result of a successful AgentTicketCloseOperation
This action is performed when an agent is forwarding and closing a ticket without answer within the novomind iAGENT Desk process.
This action is performed when an agent is forwarding a ticket and closing the ticket and related tickets without answer within the novomind iAGENT Desk process.
This event is triggered when a ticket has been forwarded and closed by an agent within the novomind iAGENT Desk process without being answered.
This event is triggered when a ticket has been internally forwarded by an agent to another agent manually within the novomind iAGENT routing process.
This event is triggered when a ticket has been pulled by an agent manually within the novomind iAGENT routing process.
This action represents all ticket close actions by an agent which also closed tickets related to the closed ticket.
This action is performed when an agent is closing a ticket and related tickets without answer within the novomind iAGENT Desk process.
This action represents a ticket recategorize action by an agent.
This event is triggered when a ticket has been recategorized by an agent.
 
 
This event is triggered within the novomind iAGENT routing process when a previously assigned ticket has been queued again by the same agent, that had been assigned to the ticket.
This event is triggered when a ticket has been resubmitted by an agent manually within the novomind iAGENT routing process.
This action is performed when an agent is sending the answer to a ticket within the novomind iAGENT Desk process.
This interface is used to provide view context specific information within the novomind iAGENT Desk application for dialogs opened on ticket send and close action validation faults.
This action is performed when an agent is sending the answer to a ticket and closing the ticket and related tickets within the novomind iAGENT Desk process.
This action is performed when an agent is sending an intermediate reply to a ticket within the novomind iAGENT Desk process.
This interface provides additional information and functionality for an AgentTicketAction that sends a message with an optional or required clearance authorization.
This action is performed when an agent is uploading an attachment within the novomind iAGENT Desk process.
This handler provides the visibility information for online agents.
Represents an operation to display an alert window notification to a user.
A AnalyzerDecision made by an implementor of IncomingMessageAnalyzer
The AnswerType specifies the different operation types available during outgoing message processing.
Represents an App object
Represents an object, that can provide an app
This interface is used to provide view context specific information for calls, that are not present in the backlog any more and are accessed by a database or archive lookup.
This interface is used to provide view context specific information for chats, that have been retrieved directly via an archive access.
This interface is used to provide view context specific information for tickets, that has been retrieved directly via an archive access.
An Attachment is a common facade for all types of attachments.
An AttachmentDataSource provides information and access to the binary data of an attachment.
An AttachmentDataSourceProvider is used to retrieve attachments from external sources as document management systems or CRM systems.
The AttachmentFilterContext has all required information to provide a list of suitable attachments for the current issue and the current user.
Signals that an exception has occurred accessing the InputStream of an AttachmentDataSource.
An AttachmentListManipulator is used to manipulate the list of attachments that can be selected and attached by the agent.
Signals that a permanent error has occurred accessing the InputStream of an AttachmentDataSource.
Signals that an temporary error has occurred accessing the InputStream of an AttachmentDataSource.
This is an extension point for validation of attachments that are supposed to be uploaded.
Represents an operation to recategorize a Call automatically.
An AutoCallRecategorizationOperationFailedException is thrown by an AutoCallRecategorizationOperation if the operation execution has failed.
This interface represents the result of a successful AutoCallRecategorizationOperation
This event is triggered when a Call has been recategorized automatically.
This event is triggered when a message associated with a ticket has been successfully sent to an external recipient due to an automatic external forward and close operation within the novomind iAGENT core process.
This event is triggered when a message associated with a ticket has been successfully sent to an external recipient due to an automatic external forward operation within the novomind iAGENT core process.
This event is triggered when automatic intermediate reply message associated with a ticket has been successfully sent within the novomind iAGENT core process.
This event is triggered when a ticket has been routed to an agent due to an automatically triggered internal forward operation.
This event is triggered when an automatically generated message associated with a ticket has been successfully sent and the associated ticket has been closed within the novomind iAGENT core process.
This event is triggered when the associated ticket has been closed automatically and an external message is about to be sent to an external recipient within the novomind iAGENT core process.
This event is triggered when an external message is about to be sent to an external recipient automatically within the novomind iAGENT core process due to an automatic external forward operation of the associated ticket.
This event is triggered when automatic intermediate reply message associated with a ticket is about to be sent within the novomind iAGENT core process.
This event is triggered when an automatically generated message associated with a ticket is about to be sent and the associated ticket is about to be closed within the novomind iAGENT core process.
This event is triggered when a ticket has been routed to an agent due to a previous resubmit operation that has been triggered automatically and has exceeded its due date.
Represents an operation to change the routing tags of an issue.
An AutoRoutingTagOperationFailedException is thrown by an AutoRoutingTagOperation if the operation execution has failed.
This interface represents the result of a successful AutoRoutingTagOperation
This event is triggered when a ticket has been answered automatically and now is waiting for clearance before being sent.
This event is triggered when a ticket has been answered automatically and now is waiting to be sent to the customer in the next step.
This event is triggered when a ticket has been closed automatically e.g.
This event is triggered when a ticket has been forwarded and closed automatically e.g.
This event is triggered when a ticket has been internally forwarded automatically within the novomind iAGENT routing process.
Represents an operation to internally forward a ticket automatically.
An AutoTicketInternalForwardOperationFailedException is thrown by an AutoTicketInternalForwardOperation if the operation execution has failed.
This interface represents the result of a successful AutoTicketInternalForwardOperation
Represents an operation to recategorize a ticket automatically.
An AutoTicketRecategorizationOperationFailedException is thrown by an AutoTicketRecategorizationOperation if the operation execution has failed.
This interface represents the result of a successful AutoTicketRecategorizationOperation
This event is triggered when a ticket has been recategorized automatically.
This event is triggered within the novomind iAGENT routing process when a previously assigned ticket has been queued again automatically.
Represents an operation to re-queue a ticket automatically.
An AutoTicketRequeueOperationFailedException is thrown by an AutoTicketRequeueOperation if the operation execution has failed.
This interface represents the result of a successful AutoTicketRequeueOperation
This event is triggered when a ticket has been resubmitted automatically within the novomind iAGENT routing process.
This event is triggered when a ticket has been routed automatically to an agent.
A BacklogCallInfo object provides information about a Call in the backlog.
This interface is used to provide view context specific information for calls in the backlog
A BacklogChatInfo provides non persistent information for a chat in the backlog.
This interface is used to provide view context specific information for backlog chats
This handler provides access to issues within the backlog in the novomind iAGENT routing process.
This interface is used to provide view context specific information for backlog mails
Represents a MailMessage in the central backlog.
A BacklogMessageInfo object provides information about a BacklogMessage.
Represents an operation to display a banner notification to a user.
This event is triggered when a chat has been closed by a bot.
This event is triggered when a chat has been recategorized by a bot.
This event is triggered when a chat has been queued again after being assigned to a bot.
This event is triggered when a chat has been routed to a bot.
BotChatSession represents the chat session of a chatbot.
This event is triggered asynchronously when an outgoing message chatstep has been sent by a chatbot.
Represents a business hour object
A BusinessHourInfo is the interface to get non persistent informations of BusinessHour entities.
Handler to access non persistent business hour information.
This handler is only available in the novomind iAGENT routing process.
Represents a business hour time slot object
A Call represents an existing Issue in the novomind iAGENT system and therefore has an Id, Storage, Tenant, etc.
This handler provides access to all Call objects in the backlog associated with a QueuedCall and created by the IVR.
A CallChangedEvent can be triggered, when an ActiveCall has changed without any change of the CallState.
A CallDeliveredEvent is triggered, when a call is ringing (alerting) on an agent device.
A CallEstablishedEvent is triggered, when a call has been established on an agent device.
This interface represents all events concerning a Call The interface provides the Call object.
A CallFinishedEvent is triggered, when a call has been disconnected and finished.
Represents all types of finish causes for calls.
Represents the origin that finished the call.
This handler provides access to all currently active Call objects including calls associated with a QueuedCall and also an IncomingCall or OutgoingCall.
A CallInfo object provides additional information about a Call.
Instances of this class are used as return values of CallInfoTabProvider to define and display custom tabs in the call info view (Supervisor and Agent)
A CallInfoTabProvider is used to build a custom call info tab.
This interface provides information and functionality for view context sensitive data and operations.
Signals that a specified call does not exist or could not be found.
Signals that an exception has occurred during an operation on a call.
This interface represents the result of a successful call operation.
Represents an object, that provides a Call
This interface represents the result of a successful recategorization operation on a Call.
This event is triggered when a call has been recategorized.
This interface is an extension point to take any action after a Call has been recategorized automatically or by an agent or supervisor.
A CallRedirectedEvent is triggered, when a call has been transferred to an external target which is not a connected agent device within the novomind iAGENT application.
The CallRoutingConnector is an interface to provide call related functions of a remote PBX and also event handling by adding event listeners to react to specific call events within the novomind iAGENT routing process.
The CallRoutingEventListener is an interface that implements the callback event functions to be handled by a CallRoutingConnector.
The interface CallRoutingInfo provides additional information about the routing of a Call.
Represents all types of call states.
This event is triggered when the CallState of a call has changed.
The CallStateEventListener is an interface that implements the event functions to be called on changes of the call state.
A CallTransferredEvent is triggered, when a call has been transferred from a device to another logged on agent device.
This enumeration describes the type of a Call
Represents a Category object
A AnalyzerDecision containing a Category.
 
 
A CategoryConfigTabProvider is used to provide a custom CategoryConfigTab.
A CategoryConfigViewContext provides a CategoryModifier which is used to change the subjacent Category}.
 
This action is performed when a supervisor is uploading a global attachment.
Represents a Channel
Represents a chat
Runtime annotation used to mark plugins for the novomind iAGENT chat agent process.
This handler provides access to all Chat objects within the backlog.
Represents a chatbot
Defines an API to modify an instance of type ChatBot
Represents an object, that has a chatbot
Represents a chat channel
This event is triggered when a chat has been closed.
This interface represents the result of a successful chat close operation.
This event is triggered when a chat has been enqueued in the chat backlog after it has been started.
This interface represents all events concerning a chat The interface provides the Chat object.
Represents an info tab within a chat info view
A ChatInfoTabProvider is used to build a custom chat info tab.
This interface provides information and functionality for view context sensitive data and operations.
This interface is an extension point to take any action within the novomind iAGENT routing process after a chat has been joined by an agent.
This event is triggered asynchronously after a chat has been offered to an agent.
This interface is an extension point to take any action within the novomind iAGENT routing process after a chat has been offered to an agent.
Generic exception to be used for all kinds of errors during API operations with a chat
This interface represents the result of a successful ChatOperation
Represents an object that "knows" or can provide a Chat
This event is triggered when a chat has been queued in the chat backlog.
This event is triggered when a chat has been quit.
This event is triggered when a rating was received for a related chat.
This event is triggered when a chat has been recategorized.
This interface is an extension point to take any action within the novomind iAGENT routing process after a chat has been recategorized.
This event is triggered when a chat has been queued again after being assigned to an agent or bot.
This event is triggered when a chat has been resubmitted.
This event is triggered when a chat has been routed.
A ChatRoutingRequest is done by the novomind iAGENT routing engine and sent to an external routing.
ChatSession represents a chat session.
This event is triggered when a new chat has been started.
Represents all types of chat states.
This interface represents all chat events causing a change of the ChatState.
The ChatStateEventListener is an interface that implements the event functions to be called on changes of the chat state.
ChatStep represents an event in the chat history.
This enumeration describes the origin of a chat step.
This interface is used to provide view context specific information for tickets displayed by iCLAIM
The CloseOperationBuilder provides specific builders to build a close operation on a ticket or chat.
 
 
 
 
 
 
 
 
 
This event is triggered when a ticket is about to be closed.
This event is triggered when a confirmation message associated with a ticket has been successfully sent within the novomind iAGENT core process.
A ConnectedAgentDevice is an AgentDevice connected and exclusively used by an agent, as long the agent is logged on at the novomind iAGENT Desk.
The interface ConnectedAgentDeviceProvider provides a ConnectedAgentDevice.
Represents a contact object associated with an Issue
 
This handler provides access to Contact objects.
A ContactIdentifier is an object containing information which will be normally used as secondary search criteria while searching an existing contact if the primary search criterion does not find a contact.
Defines an API to modify an instance of type Contact
Defines an API to modify the contact relation of a source contact of type Contact
ContactRelationHandler.JoinStrategy.MOVE move source contact to target contact ContactRelationHandler.JoinStrategy.UNION move all joined source contacts to target contact
Runtime annotation used to mark plugins for the novomind iAGENT core process.
Represents an operation to create a new ticket.
This interface provides a builder to build operations to create a new ticket.
 
 
 
 
A CreateTicketOperationFailedException is thrown by a CreateTicketOperation if the operation has failed.
This interface represents the result of a successful CreateTicketOperation
Runtime annotation used to specify custom channels.
Runtime annotation used to specify custom channels
Runtime annotation used to specify custom chat channels.
Represents the message format which the MessengerTextMessages of a CustomChatChannel should use.
Represents a formatting element that is supported by a CustomChatChannel.
This event is triggered when a chat has been quit by a customer.
CustomerChatSession represents the chat session of a customer.
The CustomEvent is an object that can be used to be sent as event between different apps and plugins even between different processes.
Runtime annotation used to specify events handled by a CustomEventListener.
This handler is used to raise a CustomEvent to be processed by any CustomEventListener that has the CustomEventFilter annotation and is listening to the specific event name.
The CustomEventListener is an interface that can be implemented to take any actions on a CustomEvent raised by the CustomEventHandler.raiseEvent(CustomEvent) method.
Provides all required information to deliver a QueuedCall to an agent device.
Represents an incoming MailMessage that is a delivery failure notification.
A DeliveryFailureMessageInfo object provides information about a delivery failure message.
The DeliveryFailureMessageReceivedEvent is an object to transport all relevant data for the extension point DeliveryFailureMessageReceivedEventListener.
This plugin is only available in the novomind iAGENT core process and can be used to modify the handling of delivery failure messages.
The DeliveryFailureMessageReceivedResult can be used to determine the handling of the delivery failure message by the novomind iAGENT system.
The DeliveryFailureAction specifies the different actions that are available in the novomind iAGENT system for the handling of delivery failure messages.
Provides all required information to dequeue a QueuedCall.
Represents an operation to display a desktop notification to a user.
Globals Handler to access MasterEntities
This is the basic interface for all kinds of events in the novomind iAGENT system.
Wraps a Message and provides additional information during messages retrieval by the ExtendedMessageConnector.
This interface is an extension point to implement message retrieval from different sources to the iAGENT system.
This event is triggered when a message associated with a ticket has been externally forwarded within the novomind iAGENT core process and the associated ticket has been closed.
This event is triggered when a message associated with a ticket has been successfully sent to an external recipient due to an external forward operation within the novomind iAGENT core process.
This event is triggered when a message associated with a ticket has been successfully sent to an external recipient due to an external forward operation within the novomind iAGENT core process.
Represents an object, that has an external id
This event is triggered when a message associated with a ticket has been answered by an external recipient and successfully been sent and the associated ticket has been closed within the novomind iAGENT core process.
Represents an object, that has an external receiver
This interface is used to provide view context specific information for external reply messages, returning from 2nd level.
Represents an incoming MailMessage that has been received by the external 2nd-Level-reply account as answer to a previously sent inquiry.
A ExternalReplyMessageInfo object provides information about an ExternalReplyMessage.
An ExternalReplyManipulationInput contains all information to manipulate an ExternalReplyMessage.
Represents the result of the optional external reply message manipulation by an ExternalReplyMessageManipulator.
This plugin allows to manipulate the reply message of an external inquiry or forward operation before being processed.
This event is triggered when an external reply message has been received.
This interface is an extension point to take any action after a reply message of an external inquiry or forward operation has been received.
Represents an object, that has an external reply to id
An ExternalRouting provides all required information and configuration for an ExternalRoutingConnector.
The ExternalRoutingConnector is an interface to provide functionality of an external routing in order to delegate the routing responsibility of issues to an external platform.
Runtime annotation used to mark an ExternalRoutingConnector
Represents a customized ExternalRoutingConnectorTab
An ExternalRoutingConnectorTabProvider is used to provide a custom ExternalRoutingConnectorTab.
An ExternalRoutingConnectorTabViewContext provides an ExternalRoutingModifier which is used to change the underlying ExternalRouting.
Signals that an exception has occurred in connection with an ExternalRoutingConnector.
Defines an API to modify an instance of type ExternalRouting
An error has occurred during the attempt to start a routing request.
Represents an object, that has an external sender
This event is triggered when a ticket has been answered by an external clerk and now is waiting for clearance before being sent.
This event is triggered when a ticket has been answered by an external clerk and now is waiting to be sent to the customer in the next step.
This event is triggered when a ticket has been closed by an external recipient within the novomind iAGENT routing process without being answered.
Provides all required information to disconnect and finish a QueuedCall.
Represents all available types of available finish causes.
This class represents a component in the frontend of the novomind iAGENT app.
This interface is used to provide specific functions to be called on the frontend of the novomind iAGENT app.
This class represents a message in the frontend of the novomind iAGENT app.
This enum represents the severity of the frontend message.
This class represents a script, that can be executed in the frontend of the novomind iAGENT app.
Represents a Group object
 
Represents a privilege object
This handler provides access to group privileges.
Represents an operation to display a growl notification to a user.
Represents a holiday object
This interface provides information about an incoming message containing an attachment that is supposed to be uploaded.
This interface provides typed key-value-pair mappings for the incoming message process.
Represents an object that "knows" or can provide an IncomingBindings object.
The interface represents an incoming direct call from any source device to an agent device.
An IncomingCallDeliveredEvent is triggered, when an IncomingCall is ringing (alerting) on an agent device.
An IncomingCallEstablishedEvent is triggered, when an IncomingCall has been established on an agent device.
An IncomingCallFinishedEvent indicates that an IncomingCall has been finished.
Represents an object, that provides an IncomingCall.
An IncomingCallRedirectedEvent is triggered, when an IncomingCall has been transferred to an external target which is not a connected agent device within the novomind iAGENT application.
An IncomingCallStateChangedEvent is a state change event related to an IncomingCall
An IncomingCallTransferredEvent is triggered, when an IncomingCall has been transferred from a device to another logged on agent device.
This plugin allows to manipulate the incoming chat message before being processed.
This interface is an extension point to validate a new chat message before further processing.
Represents a ChatStep that has been received.
 
This interface is used to provide view context specific information for incoming mails
Represents an incoming MailMessage that has been received by an incoming account
This interface is an extension point to analyze an IncomingMessage after the message has been received but before it is pushed to the central backlog.
The result of an analysis contains several types of AnalyzerDecisions.
The extension point is also able to cancel the message processing by throwing an exception.
Represents the current IncomingMessageAnalyzerData, containing several Decisions made by preceding Apps.
The IncomingMessageAnalyzerInput is an object to transport all relevant data for the extension point IncomingMessageAnalyzer.
The IncomingMessageAnalyzerResult is the returned object of the extension point IncomingMessageAnalyzer.
This handler provides functionality to append a Message to the incoming queue for a specific Account to be processed by the novomind iAGENT Core process.
A IncomingMessageInfo object provides information about an IncomingMessage.
The IncomingMessageInput is an object to provide all relevant data for the specific extension points in the novomind iAGENT core process called during incoming message processing.
An IncomingMessageManipulationInput contains all information to manipulate an IncomingMessage.
Represents the result of the optional incoming message manipulation by an IncomingMessageManipulator.
This plugin allows to manipulate the incoming message before being processed.
This event is triggered when a message has been received and before it is being processed by the knowledge base within the novomind iAGENT core process.
This interface is an extension point to take any action after a message has been received but before being processed by the knowledge base to be categorized and pushed to the central backlog.
This interface is used to provide view context specific information for incoming messages
Represents an audio data messenger message that has been retrieved from an external source by a MessengerConnector.
Represents an audio url messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a typing status that has been retrieved from an external source by a MessengerConnector.
Represents a file data messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a file url messenger message that has been retrieved from an external source by a MessengerConnector.
Represents an image data messenger message that has been retrieved from an external source by a MessengerConnector.
Represents an image url messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a media data messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a media url messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a messenger message that has been retrieved from an external source by a MessengerConnector.
Represents an incoming raw messenger message that has been retrieved from an external source by a MessengerConnector.
A IncomingMessengerRawMessageAgentViewContext provides information about the incoming raw messenger message to be displayed in the agent view.
A IncomingMessengerRawMessageArchiveAccessViewContext provides information about the incoming raw messenger message to be displayed for a chat retrieved directly via an archive access.
A IncomingMessengerRawMessageBacklogViewContext provides information about the incoming raw messenger message to be displayed in the backlog view.
A IncomingMessengerRawMessageSearchResultViewContext provides information about the incoming raw messenger message to be displayed in the search result view.
Represents a text messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a video data messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a video url messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a received audio data messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a received audio url messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a received file data messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a received file url messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a received image data messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a received image url messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a received media data messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a received media url messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a received messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a received raw messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a received text messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a received video data messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a received video url messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a sent audio data messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a sent audio url messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a sent file data messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a sent file url messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a sent image data messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a sent image url messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a sent media data messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a sent media url messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a sent messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a sent raw messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a sent text messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a sent video data messenger message that has been retrieved from an external source by a MessengerConnector.
Represents a sent video url messenger message that has been retrieved from an external source by a MessengerConnector.
An IncomingTextChatMessageManipulationInput contains all information to manipulate an incoming text chat message.
Represents the result of the optional incoming text chat message manipulation by an IncomingChatMessageManipulator.
Represents a info tab within a info tab view
The interface defined several behaviors of a info tab
 
 
The interface represents different kinds of notifications of an InfoTabBehavior A notification is displayed as a visual mark within the tab's label.
 
 
This enum represents the different value types for an IntermediateStorage.
 
An InternalForwardListManipulator is used to manipulate the list of users that can be selected as target for forwarding of tickets and chats by a supervisor.
The InternalForwardOperationBuilder provides specific builders to build an internal forward operation on a ticket.
 
 
 
 
 
Represents an issue
The IssueInternalForwardFilterContext has all required information to provide a list of suitable users for the selected issues.
Represents a text note that has been applied to an Issue by an User An IssueNote always represents a snapshot, that means the current state of the note.
Represents a collection of IssueNote associated with an Issue
This interface represents the result of a successful IssueOperation
Represents an object that "knows" or can provide an Issue
The IssueRecategorizationFilterContext has all required information to provide a list of suitable categories for the current user and the selected issues.
An IssueRecategorizationOperationFailedException is thrown by a recategorization operation on an Issue if the operation execution has failed.
This interface represents the result of a successful issue recategorization operation.
The interface IssueRoutingInfo provides additional information about the routing of an Issue.
This interface represents the result of a successful issue routing tag operation.
This interface is used to provide view context specific information for an issue.
A AnalyzerDecision containing a Locale.
Represents an object with a localized description
Represents an object with a localized display name
Represents a Location object
A AnalyzerDecision containing a Location.
 
Runtime annotation used to mark plugins for the novomind iAGENT mail agent process.
Instances of this class are used as return values of MailInfoTabProvider to define and display custom tabs in the mail info view (Supervisor and Agent)
A MailInfoTabProvider is used to build a custom mail info tab.
This interface provides information and functionality for view context sensitive data and operations.
Represents an object, that has a jakarta.mail.Message
An Entity is a persistent object, that holds master data.
The MenuItemProvider provides connection points to the supervisor menu.
Signals that a message access validation exception has occurred.
The MessageAccessValidator is an extension point used to validate access to a message.
This interface provides information for message access validator context sensitive data.
An MessageAttachmentDataSource additionally provides a content id of the attachment.
This interface is an extension point to implement message retrieval from different sources to the iAGENT system and also the delivery of the messages back to the source, after the message has been answered by the iAGENT system.
Runtime annotation used to mark a MessageConnector.
This interface is used to display custom menu entries in the backlog menu of the novomind iAGENT Supervisor or Desk frontend.
This interface provides information and view context sensitive data to display a AbstractMessageFilterMenuItem in the frontend.
 
This handler provides basic functionality to access and handle messages.
A MessageInfo object provides information about a message
A MessageIterator is provided by a MessageConnector and is used to retrieve and process messages from an external source and also to remove them from the underlying source after being processed successfully.
This event is triggered when a message associated with a ticket has been successfully sent and the ticket has been closed within the novomind iAGENT core process.
This event is triggered when a message has been successfully sent within the novomind iAGENT core process.
This interface is an extension point to take any action immediately after a message has been sent successfully.
This event is triggered when a message associated with a ticket has been successfully sent within the novomind iAGENT core process.
 
A MessageTabProvider is used to build a custom message tab.
Represents a template.
This enumeration describes the type of a MessageTemplate.
Represents an assignment of a MessageTemplate to a Category for a specific MessageTemplateCategoryAssignmentType.
This enumeration describes the type of association between a MessageTemplate and a Category.
This interface provides information and functionality for view context sensitive data and operations.
Represents a messenger account
Represents a customized MessengerAccountConnectorTab
A MessengerAccountConnectorTabProvider is used to provide a custom MessengerAccountConnectorTab.
A MessengerAccountConnectorTabViewContext provides a MessengerAccountModifier which is used to change the subjacent MessengerAccount.
Defines an API to modify an instance of type MessengerAccount
A persistency handler to create, update or delete instances of MessengerAccount
Represents an audio data messenger message that has been sent to or retrieved from an external source by a MessengerConnector.
A MessengerAudioDataMessageReceivedEvent provides all information about the received audio data message.
A MessengerAudioDataMessageSentEvent provides all information about the audio data message sent by an external system.
Represents an audio url messenger message that has been sent to or retrieved from an external source by a MessengerConnector.
A MessengerAudioUrlMessageReceivedEvent provides all information about the received audio url message.
A MessengerAudioUrlMessageSentEvent provides all information about the audio url message sent by an external system.
This interface is an extension point to implement message retrieval from different sources to the novomind iAGENT system and also the delivery of the messages back to the source, after the message has been answered by the novomind iAGENT system.
The MessengerConnectorConversationTypingEventListener is an interface that implements the callback event functions triggered due to a previously received conversation typing event.
The MessengerConnectorEventListener is an interface that implements the callback event functions triggered due to a received messenger message and handled by the novomind iAGENT system.
Signals that an exception has occurred during the processing of a messenger connector event.
The MessengerConnectorMessageReceivedStatusEventListener is an interface that implements the callback event functions triggered due to the previously received messenger message.
The MessengerConnectorMessageSender is an interface that implements the callback event functions triggered when messages need to be sent.
Signals that a permanent exception has occurred during the sending of a messenger connector event.
Runtime annotation used to mark a MessengerConnector.
The MessengerConnectorStatusReceivedEventListener is an interface that implements the callback event functions triggered due to the previously received messenger status.
The MessengerConnectorStatusSender is an interface that implements the callback event functions triggered when statuses need to be sent.
Signals that a temporary exception has occurred during the sending of a messenger connector event.
A MessengerConversationTypingEvent signals that someone started or stopped typing in a messenger conversation.
A MessengerConversationTypingReceivedFailedEvent provides all information about a conversation typing event that was not received successfully.
A MessengerConversationTypingReceivedSuccessfulEvent provides all information about a conversation typing event that was received successfully.
Represents a typing status has been sent to or retrieved from an external source by a MessengerConnector.
Represents the typing status type.
A MessengerDeletedMessageEvent signals that a specific messenger message has been deleted.
A MessengerDeliveredMessageEvent signals that a specific messenger message has been delivered.
A MessengerEditedMessageEvent signals that a specific messenger message has been edited.
Represents a file data messenger message that has been sent to or retrieved from an external source by a MessengerConnector.
A MessengerFileDataMessageReceivedEvent provides all information about the received file data message.
A MessengerFileDataMessageSentEvent provides all information about the file data message sent by an external system.
Represents a file url messenger message that has been sent to or retrieved from an external source by a MessengerConnector.
A MessengerFileUrlMessageReceivedEvent provides all information about the received file url message.
A MessengerFileUrlMessageSentEvent provides all information about the file url message sent by an external system.
Represents an image data messenger message that has been sent to or retrieved from an external source by a MessengerConnector.
A MessengerImageDataMessageReceivedEvent provides all information about the received image data message.
A MessengerImageDataMessageSentEvent provides all information about the image data message sent by an external system.
Represents an image url messenger message that has been sent to or retrieved from an external source by a MessengerConnector.
A MessengerImageUrlMessageReceivedEvent provides all information about the received image url message.
A MessengerImageUrlMessageSentEvent provides all information about the image url message sent by an external system.
Represents a media data messenger message with binary data that has been sent to or retrieved from an external source by a MessengerConnector.
Represents a media messenger message that has been sent to or retrieved from an external source by a MessengerConnector.
Represents a media url messenger message with an url that has been sent to or retrieved from an external source by a MessengerConnector.
Represents a messenger message that has been sent to or retrieved from an external source by a MessengerConnector.
A MessengerMessageEvent provides all information about a messenger message event.
A MessengerMessageReceivedEvent provides all information about a received messenger message event.
A MessengerMessageReceivedFailedEvent provides all information about a messenger message that was not received successfully.
A MessengerMessageReceivedSuccessfulEvent provides all information about a messenger message that was received successfully.
A MessengerMessageSentEvent provides all information about a sent messenger message event.
A MessengerMessageStatusEvent signals that a message status has been received.
Represents a raw messenger message that has been sent to or retrieved from an external source by a MessengerConnector.
A MessengerRawMessageAgentViewContext provides information about the raw messenger message to be displayed in the agent view.
A MessengerRawMessageArchiveAccessViewContext provides information about the raw messenger message to be displayed for a chat retrieved directly via an archive access.
A MessengerRawMessageBacklogViewContext provides information about the raw messenger message to be displayed in the backlog view.
Represents a component to diplay a raw messenger message.
A MessengerRawMessageComponentProvider is used to provide a raw MessengerRawMessageComponent for a MessengerRawMessageViewContext which represents a raw messenger message to be displayed.
A MessengerRawMessageReceivedEvent provides all information about the received raw message.
A MessengerRawMessageSearchResultViewContext provides information about the raw messenger message to be displayed in the search result view.
A MessengerRawMessageSentEvent provides all information about the raw message sent by an external system.
A MessengerRawMessageViewContext provides information about the raw messenger message to be displayed.
A MessengerReadMessageEvent signals that a specific messenger message has been read.
A MessengerSendMessageFailedEvent provides all information about a messenger message that failed to be sent.
A MessengerSentMessageEvent signals that a specific messenger message has been sent.
A MessengerStatusReceivedFailedEvent provides all information about a messenger status event that was not received successfully.
A MessengerStatusReceivedSuccessfulEvent provides all information about a messenger status event that was received successfully.
Represents a text messenger message that has been sent to or retrieved from an external source by a MessengerConnector.
A MessengerTextMessageReceivedEvent provides all information about the received text message.
A MessengerTextMessageSentEvent provides all information about the text message sent by an external system.
Represents a video data messenger message that has been sent to or retrieved from an external source by a MessengerConnector.
A MessengerVideoDataMessageReceivedEvent provides all information about the received video data message.
A MessengerVideoDataMessageSentEvent provides all information about the video data message sent by an external system.
Represents a video url messenger message that has been sent to or retrieved from an external source by a MessengerConnector.
A MessengerVideoUrlMessageReceivedEvent provides all information about the received video url message.
A MessengerVideoUrlMessageSentEvent provides all information about the video url message sent by an external system.
Represents the agent availability states for specific module and allows to change it.
This interface provides information about the agent pause state and also allows to change it.
This interface provides information about the agent post processing state and also allows to change it.
Represents a Collection of IssueNote associated with an Issue Allows to add new notes to the issue.
Defines an API to modify an instance of type MasterEntity
This interface provides additional information during message retrieval for a MessageIterator.
This class contains all possible visibilities for the tenants in the role online agent
This class represents an online agent visibility context for a category
This class contains all possible visibilities for the tenants in the role online agent
This class represents an online agent visibility context for a tenant
Represents an executable operation.
Generic exception to be used for all kinds of errors during API operations
This interface represents the result of a successfully executed Operation
A OptionalBacklogMessageInfo object provides optional information about a BacklogMessage.
Represents an object that optionally provides a Category.
Represents an object, that optionally has an external event id
Represents an object that optionally provides a Location.
A OptionalSentMessageInfo object provides optional information about a SentMessage.
Represents an object that optionally provides a Tenant.
The interface represents an outgoing call from an agent device to any target.
An OutgoingCallDeliveredEvent is triggered, when an OutgoingCall initiated by an agent is ringing (alerting) on the target device.
An OutgoingCallEstablishedEvent is triggered, when an OutgoingCall initiated by an agent has been established between the agent and the target device.
An OutgoingCallFinishedEvent indicates that an OutgoingCall has been finished.
Represents an object, that provides an OutgoingCall.
An OutgoingCallRedirectedEvent is triggered, when an OutgoingCall has been transferred to an external target which is not a connected agent device within the novomind iAGENT application.
An OutgoingCallStateChangedEvent is a state change event related to an OutgoingCall
An OutgoingCallTransferredEvent is triggered, when an OutgoingCall initiated by an agent has been transferred from the agent device to another agent device.
This plugin allows to manipulate the outgoing chat message before being processed and sent.
Represents an outgoing message ChatStep that will be sent.
 
This event is triggered asynchronously when an outgoing message chatstep has been sent.
This interface is an extension point to take any action immediately after an outgoing message chatstep has been sent.
This interface is used to provide view context specific information for outgoing mails
Represents a MailMessage that has been answered and is waiting to be processed e.g.
This handler provides functionality to append a Message to the central outgoing message folder to be sent by a specific Account.
Represents options to send a message
A OutgoingMessageInfo object provides information about an OutgoingMessage.
Represents an audio data messenger message that is to be sent to an external source by a MessengerConnector.
An OutgoingMessengerAudioDataMessageInfo object provides information about an OutgoingMessengerAudioDataMessage.
Represents a typing status that is to be sent to an external source by a MessengerConnector.
An OutgoingMessengerConversationTypingStatusInfo object provides information about an OutgoingMessengerConversationTypingStatus.
Represents a file data messenger message that is to be sent to an external source by a MessengerConnector.
An OutgoingMessengerFileDataMessageInfo object provides information about an OutgoingMessengerFileDataMessage.
Represents an image data messenger message that is to be sent to an external source by a MessengerConnector.
An OutgoingMessengerImageDataMessageInfo object provides information about an OutgoingMessengerImageDataMessage.
Represents a media data messenger message that is to be sent to an external source by a MessengerConnector.
Represents a messenger message that is to be sent to an external source by a MessengerConnector.
An OutgoingMessengerMessageInfo object provides information about an OutgoingMessengerMessage.
Represents a read status that is to be sent to an external source by a MessengerConnector.
An OutgoingMessengerMessageReadStatusInfo object provides information about an OutgoingMessengerMessageReadStatus.
Represents a raw messenger message that is to be sent to an external source by a MessengerConnector.
A OutgoingMessengerRawMessageAgentViewContext provides information about the outgoing raw messenger message to be displayed in the agent view.
A OutgoingMessengerRawMessageArchiveAccessViewContext provides information about the outgoing raw messenger message to be displayed for a chat retrieved directly via an archive access.
A OutgoingMessengerRawMessageBacklogViewContext provides information about the outgoing raw messenger message to be displayed in the backlog view.
An OutgoingMessengerRawMessageInfo object provides information about an OutgoingMessengerRawMessage.
A OutgoingMessengerRawMessageSearchResultViewContext provides information about the outgoing raw messenger message to be displayed in the search result view.
Represents a text messenger message that is to be sent to an external source by a MessengerConnector.
An OutgoingMessengerTextMessageInfo object provides information about an OutgoingMessengerTextMessage.
Represents a video data messenger message that is to be sent to an external source by a MessengerConnector.
An OutgoingMessengerVideoDataMessageInfo object provides information about an OutgoingMessengerVideoDataMessage.
An OutgoingTextChatMessageManipulationInput contains all information to manipulate an outgoing text chat message.
Represents the result of the optional outgoing text chat message manipulation by an OutgoingChatMessageManipulator.
A PauseReason represents the reason for a pause of an agent.
The exception represents a permanent error during message processing
Signals that a Persistency Exception has occurred.
A Handler to create, update or delete instances of MasterEntity
Represents the types of phone device states
A PhoneDeviceStateChangedEvent is an event triggered due to a state change of an AgentDevice.
The PhoneDeviceStateEventListener is an interface that implements the callback event functions triggered due to phone device state changes.
A PhoneSystem provides all required information and configuration for a PhoneSystemConnector.
The PhoneSystemConnector is an abstract interface to provide life cycle functionality to the client side phone system connector implementations within the novomind iAGENT routing process.
Runtime annotation used to mark a PhoneSystemConnector.
Represents a customized PhoneSystemConnectorTab
A PhoneSystemConnectorTabProvider is used to provide a custom PhoneSystemConnectorTab.
A PhoneSystemConnectorTabViewContext provides a PhoneSystemModifier which is used to change the underlying PhoneSystem.
Generic exception to be used for all kinds of errors related to a PhoneSystemConnector
Defines an API to modify an instance of type PhoneSystem
A PhoneSystemStateChangedEvent is an event triggered due to a general state change of the remote system of a PhoneSystemConnector
Represents all types of phone system states.
The PhoneSystemStateEventListener is an interface that implements the callback event functions to be called on phone system state changes e.g.
This interface represents all events concerning the lifecycle of a plugin bundle.
This interface is an extension point to take any action on plugin bundle lifecycle events.
The PostIncomingMessageEvent is an event providing all relevant data for the extension point PostIncomingMessageListener.
This interface is an extension point to take any action after a message has been received and successfully pushed to the central backlog.
This event is triggered after a plugin bundle was started.
Represents a message immediately before being sent to the outgoing queue by an agent.
A PreSendAgentMessageInfo object provides information about a PreSendAgentMessage.
This event is triggered when a confirmation message associated with a ticket is about to be sent within the novomind iAGENT core process.
This event is triggered when the associated ticket has been closed and an external message is about to be sent to an external recipient within the novomind iAGENT core process.
This event is triggered when an external message is about to be sent to an external recipient within the novomind iAGENT core process due to an external forward operation of the associated ticket.
This event is triggered when an external message is about to be sent to an external recipient within the novomind iAGENT core process due to an external forward operation of the associated ticket.
This event is triggered when a message associated with a ticket has been answered by an external recipient and is about to be sent and the associated ticket is about to be closed within the novomind iAGENT core process.
Represents a message immediately before being sent.
This event is triggered when a message associated with a ticket is about to be sent and the ticket will be closed within the novomind iAGENT core process.
This event is triggered when a message is about to be sent.
This interface is an extension point that is called before a message is send.
A PreSendMessageInfo object provides information about a PreSendMessage.
This interface is an extension point to manipulate the message before being sent.
This event is triggered when a message associated with a ticket is about to be sent.
This interface provides information about a chat that is to be started.
This interface is an extension point to validate a new chat before being started and routed to an agent.
This event is triggered before a plugin bundle is about to be stopped.
This interface represents an app specific privilege in the novomind iAGENT system
This handler is used for registering, removing and reading app specific privileges.
A process represents a collection of Tickets
Represents an object that "knows" or can provide a Process
The interface represents a call that has been received and queued by the PBX.
A QueuedCallChangedEvent is triggered, when a QueuedCall has changed without any change of the CallState.
A QueuedCallDeliveredEvent is triggered, when a QueuedCall is ringing (alerting) on an agent device.
A QueuedCallDeliveryFailedEvent is triggered, when the delivery of a QueuedCall to a ConnectedAgentDevice has failed.
Represents all types of fail causes for calls failing to connect to an agent device.
A QueuedCallDequeuedEvent is triggered, when a previously enqueued QueuedCall has been dequeued from the central backlog.
A QueuedCallDisconnectedEvent is triggered, when a previously connected QueuedCall has been disconnected from a ConnectedAgentDevice without being finished.
An QueuedCallEnqueuedEvent is triggered, when a previously received QueuedCall has been enqueued in the central backlog to be routed to an agent.
A QueuedCallEstablishedEvent is triggered, when a QueuedCall has been established on an agent device.
A QueuedCallFinishedEvent indicates that a QueuedCall has been disconnected and finished.
Represents an object, that provides a QueuedCall.
A QueuedCallReceivedEvent is triggered, when a QueuedCall has been been received, before being routed or processed e.g.
A QueuedCallRedirectedEvent is triggered, when a QueuedCall has been transferred to an external target which is not a connected agent device within the novomind iAGENT application.
A QueuedCallRedirectFailedEvent is triggered, when the redirect of a QueuedCall to an external target has failed.
Represents all types of fail causes for calls failing to redirect to an external target.
A QueuedCallStateChangedEvent is a state change event related to a QueuedCall
A QueuedCallTransferredEvent is triggered, when a QueuedCall has been transferred from one agent device to another.
Represents a quick case message.
A QuickCaseMessageInfo object provides information about a QuickCaseMessage.
Represents the rating data
This enumeration defines 10 indexes for separate ratings.
This event is triggered when a rating was received.
The RatingReceivedEventListener is an interface that implements the callback event functions triggered when a customer rating is received.
An RecategorizationListManipulator is used to manipulate the list of categories that can be selected as target for a recategorization of issues by an agent or a supervisor.
The RecategorizationOperationBuilder provides specific builders to build a recategorization operation on a ticket.
 
 
 
 
 
 
 
 
Provides all required information to redirect a QueuedCall to an external target.
The RequeueOperationBuilder provides specific builders to build a re-queue operation on a ticket.
 
 
 
Provides all required information to reroute a QueuedCall.
The ResubmitOperationBuilder provides specific builders to build a resubmit operation on a ticket.
 
 
 
The RoutingOperationBuilder provides specific builders for all operations available within the novomind iAGENT routing process.
Runtime annotation used to mark plugins for the novomind iAGENT routing process.
A RoutingTag is an Object that can be added to an Issue.
Defines an API to create an instance of type RoutingTag
The RoutingTagOperationBuilder provides specific builders to build a routing tag operation on an issue.
 
 
 
 
A RoutingWorkItem is an object owned by an external routing representing an Issue in the novomind iAGENT backlog that is expected to be routed to an agent an waiting for a routing decision of the external routing.
The RoutingWorkItemDecisionEventListener is an interface that implements the callback event functions for routing decisions triggered by the external routing engine and handled by the novomind iAGENT system.
A RoutingWorkItemDecisionFailedEvent indicates that a routing decision by the external routing for a RoutingWorkItem has failed.
A RoutingWorkItemDecisionSuccessfulEvent indicates that a routing decision by the external routing for a RoutingWorkItem has been successful.
A RoutingWorkItemDeliveryFailedEvent provides all information about a RoutingWorkItem that could not be delivered to the desired agent and therefore the routing decision made by the external routing previously could not be fulfilled.
A RoutingWorkItemDeliverySuccessfulEvent provides all information about a RoutingWorkItem that has been delivered successfully to the desired agent and therefore the routing decision made by the external routing previously could be fulfilled.
A RoutingWorkItemEvent is an event related to a RoutingWorkItem.
Signals that a specified RoutingWorkItem does not exist or could not be found.
Signals that an exception has occurred during an operation on a RoutingWorkItem.
The interface RoutingWorkItemProvider provides a RoutingWorkItem.
Represents all types of states of a RoutingWorkItem within the remote routing system.
This interface is used to provide view context specific information for calls, that have been accessed by a call search.
This interface is used to provide view context specific information for displaying a chat that has been retrieved by a search request.
This interface is used to provide view context specific information for displaying a ticket, that has been retrieved by a search request.
Represents a MailMessage that has been sent successfully
A SentMessageInfo object provides information about a SentMessage.
This interface is used to provide view context specific information for sent messages
Represents an audio data messenger message that has been sent to an external source by a MessengerConnector.
Represents a file data messenger message that has been sent to an external source by a MessengerConnector.
Represents an image data messenger message that has been sent to an external source by a MessengerConnector.
Represents a media data messenger message that has been sent to an external source by a MessengerConnector.
Represents a messenger message that has been sent to an external source by a MessengerConnector.
Represents a raw messenger message that has been sent to an external source by a MessengerConnector.
Represents a text messenger message that has been sent to an external source by a MessengerConnector.
Represents a video data messenger message that has been sent to an external source by a MessengerConnector.
A ServiceLevelRatioCalculator is an interface that can be used to override the default algorithm that calculates the individual service level ratio for an Issue.
A ServiceLevelRatioCalculatorInput is an object providing all required information for the Function returned by a ServiceLevelRatioCalculator to override the default algorithm that calculates the individual service level ratio for an Issue.
Represents a mail object that has been retrieved from an external source by a MessageConnector
This interface is an extension point to implement message retrieval from different source to the iAGENT system.
Provides all required information to start an OutgoingCall.
This interface handles the storage of StorageProviders KeyValue pairs.
A Handler for getting a Storage for Tickets
Represents an object, that provides a Storage
This class represents a sub menu item for the entry points in the Supervisor menu.
This class is used to display a custom backlog message menu in the novomind iAGENT Supervisor frontend.
Represents an operation to recategorize a Call for a supervisor.
A SupervisorCallRecategorizationOperationFailedException is thrown by a SupervisorCallRecategorizationOperation if the operation execution has failed.
This interface represents the result of a successful SupervisorCallRecategorizationOperation
This event is triggered when a Call has been recategorized by a supervisor.
This class contains all possible visibilities for the categories in the role supervisor
This class represents a supervisor visibility context for a category
This event is triggered when a chat has been closed by a supervisor.
Represents an operation to close a chat as a supervisor.
A SupervisorChatCloseOperationFailedException is thrown by a SupervisorChatCloseOperation if the operation execution has failed.
This interface represents the result of a successful SupervisorChatCloseOperation
This event is triggered when a chat has been recategorized by a supervisor.
This event is triggered when a message associated with a ticket has been successfully sent to an external recipient by a supervisor within the novomind iAGENT core process and the ticket has been closed.
This event is triggered when a message associated with a ticket has been successfully sent to an external recipient by a supervisor within the novomind iAGENT core process.
This event is triggered when a message associated with a ticket has been successfully sent to an external recipient by a supervisor within the novomind iAGENT core process.
This event is triggered when a ticket has been routed to an agent due to an internal forward operation by a supervisor.
This class is used to display a custom message filter menu in the novomind iAGENT Supervisor frontend.
A SupervisorMessageFilterMenuItemProvider is used to build a custom menu to display a view of filtered messages in the novomind iAGENT Supervisor frontend.
This interface provides information and view context sensitive data to display a AbstractMessageFilterMenuItem in the novomind iAGENT Supervisor.
This interface represents all supervisor actions concerning multiple tickets.
 
This is an extension point for validation of actions on multiple tickets performed by supervisors.
This interface is used to provide view context specific information within the novomind iAGENT Routing application for dialogs opened on tickets action validation faults.
This interface represents all supervisor ticket close actions concerning multiple tickets.
This interface is used to provide view context specific information within the novomind iAGENT Routing application for dialogs opened on tickets close action validation faults.
This class is used to display a custom outgoing message menu in the novomind iAGENT Supervisor frontend.
This event is triggered when the associated ticket has been closed by a supervisor and an external message is being sent to an external recipient within the novomind iAGENT core process.
This event is triggered when an external message is about to be sent to an external recipient within the novomind iAGENT core process due to an external forward operation of the associated ticket by a supervisor.
This event is triggered when an external message is about to be sent to an external recipient within the novomind iAGENT core process due to an external forward operation of the associated ticket by a supervisor.
Represents an operation to change the routing tags of an issue by a supervisor.
A SupervisorRoutingTagOperationFailedException is thrown by a SupervisorRoutingTagOperation if the operation execution has failed.
This interface represents the result of a successful SupervisorRoutingTagOperation
This class contains all possible visibilities for the tenants in the role supervisor
This class represents a supervisor visibility context for a tenant
This interface represents all supervisor actions concerning a ticket.
 
This interface represents all supervisor close actions concerning a ticket.
This event is triggered when a ticket has been closed by a supervisor within the novomind iAGENT routing process without being answered.
Represents an operation to close a ticket as a supervisor.
A SupervisorTicketCloseOperationFailedException is thrown by a SupervisorTicketCloseOperation if the operation execution has failed.
This interface represents the result of a successful SupervisorTicketCloseOperation
This event is triggered when a ticket has been forwarded and closed by a supervisor within the novomind iAGENT routing process without being answered.
This event is triggered when a ticket has been internally forwarded by a supervisor to an agent manually within the novomind iAGENT routing process.
Represents an operation to internal forward a ticket to an agent by a supervisor.
An SupervisorTicketInternalForwardOperationFailedException is thrown by a SupervisorTicketInternalForwardOperation if the operation execution has failed.
This interface represents the result of a successful SupervisorTicketInternalForwardOperation
This event is triggered when a ticket has been pushed to an agent by a supervisor manually within the novomind iAGENT routing process.
Represents an operation to recategorize a ticket for a supervisor.
An SupervisorTicketRecategorizationOperationFailedException is thrown by a SupervisorTicketRecategorizationOperation if the operation execution has failed.
This interface represents the result of a successful SupervisorTicketRecategorizationOperation
This event is triggered when a ticket has been recategorized by a supervisor.
This event is triggered within the novomind iAGENT routing process when a previously assigned ticket has been queued again by a supervisor.
Represents an operation to re-queue a ticket by a supervisor.
A SupervisorTicketRequeueOperationFailedException is thrown by a SupervisorTicketRequeueOperation if the operation execution has failed.
This interface represents the result of a successful SupervisorTicketRequeueOperation
This event is triggered when a chat has been closed by the system.
Represents a SystemGroup object
Represents an object which is assigned to system groups
 
This event is triggered asynchronously when an outgoing message chatstep has been sent automatically by the system.
Represents a tab within a tab view
Represents a MailMessage used as template e.g.
A TemplateMessageManipulationInput contains all information to manipulate the template message with a TemplateMessageManipulator
Represents the result of the template message manipulation by a TemplateMessageManipulator.
This plugin provides a hook to manipulate the template message before being pushed to the routing incoming queue.
The exception represents a temporary error during message processing
Represents an Tenant object
 
A TenantConfigTabProvider is used to provide a custom TenantConfigTab.
A TenantConfigViewContext provides a TenantModifier which is used to change the subjacent Tenant}.
Defines an API to modify an instance of type Tenant
Represents an object, that has a tenant
A TextChatMessage object provides information about a text message in a chat.
Represents a TextModule object
Represents a TextModule first level group object.
Represents the classification of a textmodule first level group
Represents a persistent or non persistent text module first level group item.
Defines an API to modify an instance of type TextModuleFirstLevelGroup
Represents a TextModule group object.
Defines an API to modify an instance of type TextModuleGroup
Defines an API to modify an instance of type TextModule
Represents a TextModule node object.
Defines an API to modify an instance of type TextModuleNode
Represents a TextModule root object.
Defines an API to modify an instance of type TextModuleRoot
Represents a TextModule second level group object.
Defines an API to modify an instance of type TextModuleSecondLevelGroup
Represents a customer ticket
Signals that a ticket access validation exception has occurred.
The TicketAccessValidator is an extension point used to validate access to a ticket.
This interface provides information for ticket access validator context sensitive data.
This event is triggered when a ticket has been answered.
This handler provides access to all Ticket objects within the backlog.
This event is triggered when a ticket changes the state to TicketState.CLEARANCE_REQUIRED.
This event is triggered when a ticket has been closed without being answered.
This interface represents the result of a successful ticket close operation.
This event is triggered within the novomind iAGENT routing process when a ticket has been created.
This event is triggered within the novomind iAGENT routing process when a ticket has been enqueued in the central backlog after it has been created.
This interface represents all events concerning a ticket The interface provides the Ticket and the IncomingMessageInfo object.
This event is triggered when a ticket has been internally forwarded within the novomind iAGENT routing process.
This interface represents the result of a successful ticket internal forward operation.
The TicketOperationBuilder provides specific builders for ticket operations available within the novomind iAGENT Routing process, the novomind iAGENT Desk process and the novomind iAGENT Chat Agent process.
This interface represents the result of a successful TicketOperation
Represents an object that "knows" or can provide a Ticket
This event is triggered within the novomind iAGENT routing process when a ticket has been queued in the central backlog.
This event is triggered when a rating was received for a related ticket.
This interface represents the result of a successful ticket recategorization operation.
This event is triggered when a ticket has been recategorized.
This interface is an extension point to take any action after a ticket has been recategorized automatically or by an agent or supervisor.
This event is triggered within the novomind iAGENT routing process when a ticket has been queued again e.g.
This interface represents the result of a successful ticket re-queue operation.
Represents an operation to resubmit a ticket.
An TicketResubmitOperationFailedException is thrown by a TicketResubmitOperation if the operation execution has failed.
This interface represents the result of a successful ticket resubmit operation.
This event is triggered when a ticket has been resubmitted.
This event is triggered within the novomind iAGENT routing process when a ticket has been routed to an agent.
The interface TicketRoutingInfo provides additional information about the routing of a Ticket.
A TicketRoutingRequest is done by the novomind iAGENT routing engine and sent to an external routing.
Represents all types of ticket states.
This interface represents all ticket events causing a change of the TicketState.
The TicketStateEventListener is an interface that implements the event functions to be called on changes of the ticket state within the novomind iAGENT routing process.
Represents a custom TopHeaderContent
A TopHeaderContentProvider is used to provide a custom TopHeaderContent.
 
Represents a transaction code object
 
A TransactionCodeConfigTabProvider is used to provide a custom TransactionCodeConfigTab.
A TransactionCodeConfigViewContext provides a TransactionCodeModifier which is used to change the subjacent TransactionCode}.
Defines an API to modify an instance of type TransactionCode
 
Represents a registered user
This enumeration describes the category visibility mode for a user
Represents an assignment of an User to an AgentGroup
This interface represents the result of a successful call operation triggered by an user.
This event is triggered when a Call has been recategorized by an User.
This interface represents the result of a successful chat operation triggered by a user.
This event is triggered when a chat has been recategorized by a user.
This event is triggered when a ticket is about to be closed by an user.
 
A UserConfigTabProvider is used to provide a custom UserConfigTab.
A UserConfigViewContext provides a UserModifier which is used to change the subjacent User}.
This interface represents the result of a successful issue operation triggered by an user.
 
This interface provides specific builders to build operations to display a notification to a user.
This interface represents a specific builder to display a alert popup notification to a user.
This interface represents a specific builder to display a alert popup notification with a html message to a user.
This interface represents a specific builder to display a alert popup notification with a plain text message to a user.
This interface represents a specific builder to display a alert popup notification with a message to a user.
This interface represents a specific builder to display a banner notification on the top of the browser to a user.
This interface represents a specific builder to display a banner notification on the top of the browser to a user.
This interface represents a specific builder to display a banner notification on the top of the browser to a user.
This interface represents a specific builder to display a native desktop notification to a user.
This interface represents a specific builder to display a desktop notification with a plain text message to a user.
This interface represents a specific builder to display a native desktop notification with a message to a user.
This interface represents a specific builder to display a growl notification to a user.
This interface represents a specific builder to display a growl notification with a html message to a user.
This interface represents a specific builder to display a growl notification with a plain text message to a user.
This interface represents a specific builder to display a growl notification with a message to a user.
Specifies the different types of notifications.
This interface represents a specific builder to display a notification with an option to be closed by the user.
This interface represents a specific builder to display a notification with dimensions.
This interface represents a specific builder to display a notification with a duration.
This interface represents a specific builder to display a notification with a custom html icon.
This interface represents a specific builder to display a notification with a title.
This interface represents a specific builder to display a notification with a UserNotificationOperationBuilder.Type.
This interface represents a specific builder to display a notification with a user profile image as icon.
This interface represents the result of a successful user notification operation.
Represents an object, that has a user
This event is triggered when a ticket has been closed by a user without being answered.
This interface represents all events concerning a ticket and a user.
This event is triggered when a ticket has been internally forwarded by an user to an agent manually within the novomind iAGENT routing process.
This interface represents the result of a successful ticket operation triggered by an user.
This event is triggered when a ticket has been recategorized by an user.
This event is triggered within the novomind iAGENT routing process when a previously assigned ticket has been queued again due to a user operation.
This event is triggered when a ticket has been routed to an agent by a user manually.
Signals that a Validation Exception has occurred.
A ViewContext object is passed as method parameter for UI plugins and provides information about the current view context.
This interface represents the visibility context of certain entities
This handler provides the visibility information This handler is only available in the supervisor application
Signals that a wrong parameter has been passed.
Signals that a wrong type has been used.