Interface Call
- All Superinterfaces:
Issue
,OptionalCategoryProvider
,OptionalTenantProvider
,StorageProvider
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 Summary
Modifier and TypeMethodDescriptionThe unique id of the call, that has been assigned to the call by the PBX when the call has been received.The currentCallState
of the call.The type of the call.The enqueued date of this call.The finished date is when the call has ended.The date of the first successful routing of this call to an agent.The date when the call has been started.The optional sourceId is the caller identification or caller number of the call.The targetId is the call destination, e.g.The transaction code assigned to the call when finished.boolean
The method returns true if the call has been recorded, otherwise false.boolean
The method returns true if silent monitoring for the call was allowed, otherwise false.Methods inherited from interface com.novomind.ecom.api.iagent.model.Issue
getDateReceived, getId, getLocale, getLocation, getRoutingTags, getTenant
Methods inherited from interface com.novomind.ecom.api.iagent.provider.OptionalCategoryProvider
getCategory
Methods inherited from interface com.novomind.ecom.api.iagent.provider.StorageProvider
getStorage
-
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
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
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
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
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 currentCallState
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
-
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
-