Package com.novomind.ecom.api.iagent.connector.call

Interface AgentDeviceControlConnector

All Superinterfaces:

PhoneSystemConnector

public interface AgentDeviceControlConnector
extends PhoneSystemConnector

The AgentDeviceControlConnector is an interface to provide additional functionality to control a remote agent device within the novomind iAGENT routing process. The AgentDeviceControlConnector offers service functions and also event handling by adding event listeners to react to specific agent device events. Please annotate your AgentDeviceControlConnector implementation with the PhoneSystemConnectorPlugin annotation.

Since:

11.27

Method Summary

Modifier and Type	Method	Description
void	answer(ConnectedAgentDevice connectedAgentDevice)	Answer an alerting call on the agent device.
PhoneDeviceState	getPhoneDeviceState(ConnectedAgentDevice connectedAgentDevice)	Retrieve the current PhoneDeviceState of the device.
void	hangup(ConnectedAgentDevice connectedAgentDevice)	Hang up the current call on the agent device.
void	init(AgentDeviceEventListener agentDeviceEventListener)	The init method is called to initialize an AgentDeviceControlConnector.
AgentDeviceLoginResult	loginAgent(AgentDeviceLoginRequest agentDeviceLoginRequest)	Log on an agent on a phone device connected to the phone system.
void	logoutAgent(ConnectedAgentDevice connectedAgentDevice)	Log out an agent from a connected device.
default OutgoingCall	startOutgoingCall(StartOutgoingCallRequest startOutgoingCallRequest)	Start an outgoing call by an agent

Methods inherited from interface com.novomind.ecom.api.iagent.connector.call.PhoneSystemConnector

configurationChanged, connect, init, release

Method Details

init

void init(AgentDeviceEventListener agentDeviceEventListener)

The init method is called to initialize an AgentDeviceControlConnector. The method will be called after a new instance of AgentDeviceControlConnector has been created.

Parameters:

agentDeviceEventListener - the agent device event listener for this AgentDeviceControlConnector

Since:

11.27

loginAgent

AgentDeviceLoginResult loginAgent(AgentDeviceLoginRequest agentDeviceLoginRequest)
                           throws AgentDeviceLoginException

Log on an agent on a phone device connected to the phone system. The method must ensure a correct authentication with the given credentials. The method must allow relogins if the agent is already logged on, but only on the same agent device. The method must not allow relogins on other devices than the currently logged on device. If any error occurs the plugin may throw an AgentLoginException. The error will be notified to the agent. Please note that after the loginAgent(AgentDeviceLoginRequest) method has been executed successfully, the agent phone device initial state will be PhoneDeviceState.DISCONNECTED. The agent will not receive calls until the PhoneDeviceState of the agent's phone device has been changed. (s. PhoneDeviceStateEventListener.phoneDeviceStateChanged(PhoneDeviceStateChangedEvent) )

Parameters:

agentDeviceLoginRequest - provides all required information and credentials to perform the login request.

Returns:

the AgentDeviceLoginResult containing additional information about the successful login.

Throws:

AgentDeviceLoginException - in case of operation failure or broken connection

Since:

11.27

logoutAgent

void logoutAgent(ConnectedAgentDevice connectedAgentDevice)
          throws AgentDeviceOperationException

Log out an agent from a connected device. If any error occurs the plugin may throw an AgentDeviceOperationException. In this case the logout procedure will not be interrupted and the error will not be reported to the agent.

Parameters:

connectedAgentDevice - provides the user and the deviceId to be logged off.

Throws:

AgentDeviceOperationException - in case of operation failure or broken connection

Since:

11.27

answer

void answer(ConnectedAgentDevice connectedAgentDevice)
     throws AgentDeviceOperationException

Answer an alerting call on the agent device.

Parameters:

connectedAgentDevice - the connected agent device to answer the alerting call

Throws:

AgentDeviceOperationException - in case of operation failure or broken connection

Since:

11.27

hangup

void hangup(ConnectedAgentDevice connectedAgentDevice)
     throws AgentDeviceOperationException

Hang up the current call on the agent device.

Parameters:

connectedAgentDevice - the connected agent device to hang up

Throws:

AgentDeviceOperationException - in case of operation failure or broken connection

Since:

11.27

getPhoneDeviceState

PhoneDeviceState getPhoneDeviceState(ConnectedAgentDevice connectedAgentDevice)
                              throws AgentDeviceOperationException

Retrieve the current PhoneDeviceState of the device. If the current PhoneDeviceState cannot be retrieved, the method throws an AgentDeviceOperationException.

Parameters:

connectedAgentDevice - the connected agent device

Returns:

the current PhoneDeviceState of the specified ConnectedAgentDevice

Throws:

AgentDeviceOperationException - in case of operation failure or broken connection

Since:

11.27

startOutgoingCall

default OutgoingCall startOutgoingCall(StartOutgoingCallRequest startOutgoingCallRequest)
                                throws AgentDeviceOperationException

Start an outgoing call by an agent

Parameters:

startOutgoingCallRequest - the StartOutgoingCallRequest contains all information to start an outgoing call

Returns:

the OutgoingCall

Throws:

AgentDeviceOperationException - in case of operation failure or broken connection

Since:

11.27