Package com.novomind.ecom.api.iagent.model

Interface Call

All Superinterfaces:
Issue, OptionalCategoryProvider, OptionalTenantProvider, StorageProvider
public interface Call extends Issue
A Call represents an existing Issue in the novomind iAGENT system and therefore has an Id, Storage, Tenant, etc. The difference to an ActiveCall is that an ActiveCall represents a call in the PBX while the associated Call object only exists in the novomind iAGENT system. A Call can provide some information of the ActiveCall that triggered the instantiation of the call. The ActiveCall associated with the Call object can either be a QueuedCall, an IncomingCall or an OutgoingCall. A QueuedCall is an ActiveCall that is queued in the backlog of the novomind iAGENT system and capable of being routed to an agent. An IncomingCall is an ActiveCall received on the phone device of a logged on agent and directly initiated by any other source. An OutgoingCall is an ActiveCall initiated by the phone device of a logged on agent and addressed to any other target.
Since:
11.14

  • Method Details

    • getCallId

      String getCallId()
      The unique id of the call, that has been assigned to the call by the PBX when the call has been received.
      Returns:
      the unique call id of the call assigned by the PBX
      Since:
      11.14

    • getDateStarted

      Date getDateStarted()
      The date when the call has been started.
      Returns:
      the date when the call has been started.
      Since:
      13.0

    • getDateEnqueued

      Optional<Date> getDateEnqueued()
      The enqueued date of this call. The optional will be empty if the call is not a queued call or has not been enqueued yet or has been finished before being enqueued. After a queued call has been received and has been passed the IVR the queued call is enqueued. From this moment a queued call may be routed to an agent.
      Returns:
      the optional enqueued date of this call.
      Since:
      11.14

    • getDateFirstRouted

      Optional<Date> getDateFirstRouted()
      The date of the first successful routing of this call to an agent. The optional will be empty if the call is not a queued call or has not been routed yet or has been finished before being routed.
      Returns:
      the optional first routed date of this call.
      Since:
      11.14

    • getDateFinished

      Optional<Date> getDateFinished()
      The finished date is when the call has ended. Any additional working after call time configured for the agent does not affect the finished date of the call. The optional will be empty if the call has not been finished yet.
      Returns:
      the optional finished date of this call.
      Since:
      11.14

    • getSourceId

      Optional<String> getSourceId()
      The optional sourceId is the caller identification or caller number of the call.
      Returns:
      the optional sourceId of this call.
      Since:
      11.4

    • getTargetId

      String getTargetId()
      The targetId is the call destination, e.g. called number of the call.
      Returns:
      the targetId of the call.
      Since:
      11.4

    • getTransactionCode

      Optional<TransactionCode> getTransactionCode()
      The transaction code assigned to the call when finished. The optional will be empty if the call has not been finished yet or if no transaction code has been assigned to the finished call.
      Returns:
      the optional transaction code of the call.
      Since:
      11.4

    • getCallState

      CallState getCallState()
      The current CallState of the call.
      Returns:
      the CallState of the call.
      Since:
      12.43

    • getCallType

      CallType getCallType()
      The type of the call.
      Returns:
      the CallType of the call.
      Since:
      12.43

    • getCallActivities

      List<CallActivity> getCallActivities()
      The method returns the course of a call as unmodifiable list of CallActivity elements ordered by date.
      Returns:
      an unmodifiable list of @link CallActivity} elements for the call.
      Since:
      13.4

    • hasRecording

      boolean hasRecording()
      The method returns true if the call has been recorded, otherwise false.
      Returns:
      true if the call has been recorded, otherwise false
      Since:
      12.4

    • isSilentMonitoringAllowed

      boolean isSilentMonitoringAllowed()
      The method returns true if silent monitoring for the call was allowed, otherwise false.
      Returns:
      true if silent monitoring is allowed, otherwise false
      Since:
      12.31