Package com.novomind.ecom.api.iagent.routing.event.call

Interface CallRoutingEventListener

  • public interface CallRoutingEventListener
    The CallRoutingEventListener is an interface that implements the callback event functions to be handled by a CallRoutingConnector. The CallRoutingEventListener can only be used within the novomind iAGENT routing process in conjunction with a CallRoutingConnector.
    Since:
    11.27

    • Method Detail

      • queuedCallReceived

        void queuedCallReceived​(QueuedCallReceivedEvent queuedCallReceivedEvent)
        Indicates that a new queued call has been received recently. At this time the call did not pass the IVR yet.
        Parameters:
        queuedCallReceivedEvent - provides all information about the received queued call
        Since:
        11.27

      • queuedCallEnqueued

        void queuedCallEnqueued​(QueuedCallEnqueuedEvent queuedCallEnqueuedEvent)
        Indicates that a queued call has been enqueued. The call now is now ready and waiting to be routed to an agent. Please note that a call may be enqueued again at a later time.
        Parameters:
        queuedCallEnqueuedEvent - provides all information about the queued call
        Since:
        11.27

      • queuedCallDequeued

        void queuedCallDequeued​(QueuedCallDequeuedEvent queuedCallDequeuedEvent)
        Indicates that a queued call must be dequeued from the backlog. The queued call still remains active but iAGENT will not take any routing decisions for this call until a new QueuedCallEnqueuedEvent event is received again.
        Parameters:
        queuedCallDequeuedEvent - provides all information about the queued call to be dequeued
        Since:
        11.27

      • queuedCallDelivered

        void queuedCallDelivered​(QueuedCallDeliveredEvent queuedCallDeliveredEvent)
        Indicates an alerting queued call on an agent device.
        Parameters:
        queuedCallDeliveredEvent - provides all information about the alerting queued call
        Since:
        11.27

      • queuedCallEstablished

        void queuedCallEstablished​(QueuedCallEstablishedEvent queuedCallEstablishedEvent)
        Indicates that a queued call on an agent device has been accepted by the agent and the connection has been established.
        Parameters:
        queuedCallEstablishedEvent - provides all information about the accepted queued call
        Since:
        11.27

      • queuedCallTransferred

        void queuedCallTransferred​(QueuedCallTransferredEvent queuedCallTransferredEvent)
        Indicates that a queued call on an agent device has been transferred by the agent to another agent device.
        Parameters:
        queuedCallTransferredEvent - provides all information about the transferred queued call
        Since:
        11.27

      • queuedCallRedirected

        void queuedCallRedirected​(QueuedCallRedirectedEvent queuedCallRedirectedEvent)
        Indicates that a queued call has been redirected to an external target.
        Parameters:
        queuedCallRedirectedEvent - provides all information about the redirected queued call
        Since:
        11.27

      • queuedCallDeliveryFailed

        void queuedCallDeliveryFailed​(QueuedCallDeliveryFailedEvent queuedCallDeliveryFailedEvent)
        Indicates that a queued call could not be delivered to the designated connected agent device.
        Parameters:
        queuedCallDeliveryFailedEvent - provides all information about the queued call
        Since:
        11.27

      • queuedCallRedirectFailed

        void queuedCallRedirectFailed​(QueuedCallRedirectFailedEvent queuedCallRedirectFailedEvent)
        Indicates that a queued call could not be redirected to the external target.
        Parameters:
        queuedCallRedirectFailedEvent - provides all information about the queued call
        Since:
        11.30

      • queuedCallFinished

        void queuedCallFinished​(QueuedCallFinishedEvent queuedCallFinishedEvent)
        Indicates that a queued call has finished.
        Parameters:
        queuedCallFinishedEvent - provides all information about the finished queued call
        Since:
        11.27

      • queuedCallDisconnected

        void queuedCallDisconnected​(QueuedCallDisconnectedEvent queuedCallDisconnectedEvent)
        Indicates that an established queued call has not finished yet but the call has been disconnected from the agent device and now remains in received state without being routed automatically.
        Parameters:
        queuedCallDisconnectedEvent - provides all information about the disconnected queued call
        Since:
        11.27

      • queuedCallChanged

        void queuedCallChanged​(QueuedCallChangedEvent queuedCallChangedEvent)
        Notifies the novomind iAGENT routing about a change of the queued call without any change of the CallState. The change will be persisted and visualized within the call course.
        Parameters:
        queuedCallChangedEvent - provides all information about the changed queued call
        Since:
        11.30