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public interface AilFactory
The main entry point of the Agent Interaction Layer. This class gives you access to the objects of the AIL.
To get an instance of the AilFactory interface, call the AilLoader.getAilFactory() static method, as shown in the following code snippet:
AilFactory myAilFactory = AilLoader.getAilFactory();
Use the AilFactory interface to access the main interfaces for managing agent features, that is, the Agent, Place, and Dn interfaces.
For instance:
Agent exampleAgent = (Agent) myAilFactory.getPerson("my_Agent_ID");
Use the AilFactory interface to get the following services and managers:
ContactManager: Creates, modifies, and accesses contacts.
HistoryManager: Accesses contacts’ interaction history.
InteractionManager: Provides information for managing interactions.
SRLManager: Accesses the standard response library (SRL).
ResourceManager: Accesses resource information for customizing your agent application.
ActionCodeManager: Accesses the available action codes defined in the Configuration Layer.
For instance:
ContactManager myContactManager = myAilFactory.getContactManager();
Note: If the DATABASE service is not available, that is, if UCS is not connected,
you cannot get features associated with UCS, that is, the ContactManager,
the SRLManager, the ResourceManager, the InteractionManager and the HistoryManager
interfaces.
| Method Summary | |
|---|---|
boolean |
addServiceListener(ServiceStatus.Type service_type,
ServiceListener listener)
Adds a listener for the status of the services. |
EmailAddress |
createEmailAddress(java.lang.String emailAddress)
Creates an EmailAddress from a string. |
EmailAddress |
createEmailAddress(java.lang.String personal,
java.lang.String address)
Creates an EmailAddress from two strings. |
EmailAddress[] |
createEmailAddresses(java.lang.String emailAddresses)
Creates a table of e-mail addresses from a String. |
java.util.Collection |
getAbstractDnSummaries(java.lang.String switch_name,
AbstractDn.Type type)
Returns the list of all the DNs of this type on this switch. |
AbstractDnSummary |
getAbstractDnSummary(java.lang.String id)
Returns the AbstractDnSummary with this ID on the tenant of the application. |
ActionCodeManager |
getActionCodeManager()
Returns the object that manages action codes. |
AgentConfigView |
getAgentConfigView(java.lang.String agent_id)
Returns the AgentConfigView with this agent ID. |
AgentGroupSummary |
getAgentGroupSummary(java.lang.String id)
Returns the AgentGroupSummary with this ID on the tenant of the application. |
java.util.Collection |
getAgentSummaries()
Returns all the existing agents as a Collection of
PersonSummary. |
ApplicationInfo |
getApplicationInfo()
Returns information about the application currently in use in the Configuration Layer. |
AttachmentManager |
getAttachmentManager()
Returns the AttachmentManager. |
ContactManager |
getContactManager()
Returns the ContactManager. |
Dn |
getDn(java.lang.String id)
Returns the Dn with this ID. |
DnRoutingPoint |
getDnRoutingPoint(java.lang.String id)
Returns the DnRoutingPoint with this ID if it
exists and the license is OK. |
Enumerator |
getEnumerator(java.lang.String id)
Returns the Enumerator with this ID. |
HistoryManager |
getHistoryManager()
Returns the HistoryManager. |
IMInteractionContext |
getIMInteractionContext(InteractionVoice interaction)
Returns the Instant Messaging Context associated with this interaction. |
EmailAddress |
getIncomingAddress(java.lang.String mailbox)
Returns the e-mail address through which incoming e-mails may reach this contact center according to their mailbox |
java.util.Collection |
getIncomingAddresses()
Returns the e-mail addresses through which incoming e-mails may reach this contact center. |
Interaction |
getInteraction(java.lang.String id)
Returns the interaction with this ID. |
Interaction |
getInteractionArchive(java.lang.String archive_id)
Returns the interaction with this DBID in the Contact Server Archive database, if such an interaction exists. |
InteractionManager |
getInteractionManager()
Returns the InteractionManager. |
KwService |
getKwService()
Returns a Knowledge Worker Service for additional functionalities. |
java.util.Collection |
getLoggedAgents()
Returns the Agents currently logged in this
AIL. |
java.util.Map |
getLoggedDns()
Returns the DNs currently logged in this AIL. |
Monitor |
getMonitor()
Returns the Monitor instance which provides real-time information
such as agent status. |
Person |
getPerson(java.lang.String user_name)
Returns the Person with this user name. |
java.lang.String |
getPersonNameFromLoginID(java.lang.String loginID,
java.lang.String switchName)
Returns the user name of a Person from a login ID on a switch. |
PersonSummary |
getPersonSummary(java.lang.String id)
Returns the PersonSummary with this ID on the tenant of the application. |
Place |
getPlace(java.lang.String id)
Returns the Place with this ID. |
PlaceSummary |
getPlaceSummary(java.lang.String id)
Returns the PlaceSummary with this ID on the tenant of the application. |
Queue |
getQueue(java.lang.String id)
Returns the Queue with this ID on the tenant of the application. |
ResourceManager |
getResourceManager()
Returns the Resource Manager. |
RoutingInteraction |
getRoutingInteraction(java.lang.String id)
Returns the RoutingInteraction with this ID. |
DnRoutingPoint |
getRoutingPoint(java.lang.String id)
Returns the DnRoutingPoint with this ID if it
exists and the license is OK. |
java.util.Map |
getServices()
Returns all the services on which the AIL relies. |
java.util.Map |
getServices(ServiceStatus.Type service_type)
Returns all the services of this type as a Map of (String service name,
ServiceStatus). |
SkillSummary |
getSkillSummary(java.lang.String id)
Returns the SkillSummary with this ID on the tenant of the application. |
SRLManager |
getSRLManager()
Returns the manager for the Standard Response Library. |
Switch |
getSwitch(java.lang.String name)
Returns the Switch with this name. |
java.util.Map |
getTimeZones()
Returns all the time zones defined in the Configuration Layer. |
WorkbinSummary |
getWorkbinSummary(java.lang.String id)
Returns the WorkbinSummary with this ID on the tenant of the application. |
AbstractInteraction |
lookupInteraction(java.lang.String dn,
java.lang.String connId)
Returns the AbstractInteraction with these parameters, or null if not found. |
void |
removeServiceListener(ServiceStatus.Type service_type,
ServiceListener listener)
Removes a listener for the status of the services of a given type. |
void |
setLogFileOptions(java.lang.String _option)
Sets options for the log file. |
| Method Detail |
|---|
Switch getSwitch(java.lang.String name)
Switch with this name.
ActionCodeManager getActionCodeManager()
ActionCodeManager gives you access to the
ActionCodes.
java.util.Collection getAbstractDnSummaries(java.lang.String switch_name,
AbstractDn.Type type)
Collection of
AbstractDnSummary. The AbstractDnSummaries
of type VIRTUAL_ROUTING_POINT,
ROUTING_POINT or QUEUE, can be used
in InteractionVoice.singleStepTransfer(java.lang.String, java.lang.String, java.lang.String, java.util.Map).
switch_name - the name of the switch.type - the type of DN that is required.
java.util.Collection getAgentSummaries()
Collection of
PersonSummary. You can get the Person object
from its name with PersonSummary.getPerson().
java.util.Map getLoggedDns()
Map of (String DN,
String agent_name) containing the Dns
that were logged through this AilFactory and the
user name of the agent. The map is empty if no DN was logged
through this AIL.
Dns currently logged in this instance
of the AILjava.util.Collection getLoggedAgents()
Agents currently logged in this
AIL. The returned object is a Collection of
String representing the user names of the logged
agents. The collection is empty if no agent has logged through
this AIL.
Agents currently logged in this
instance of the AIL.Person getPerson(java.lang.String user_name)
Person with this user name. Returns
null if there is no Person with this
user name.
user_name - the user name of the person (also called ID)
Person with this user name, or
null.
java.lang.String getPersonNameFromLoginID(java.lang.String loginID,
java.lang.String switchName)
Person from a login ID on a switch.
loginID - a login ID on a switch.switchName - the switch name. Can be null if the login ID is unique
in the Configuration Layer.
getPerson(java.lang.String); otherwise, null if no
user name could be found or if more than one user name was found.Place getPlace(java.lang.String id)
Place with this ID. Returns
null if no Place with this ID exists.
id - the ID of the Place. It is called 'name'
in the Configuration Layer.
Place with this ID, or
null.Dn getDn(java.lang.String id)
Dn with this ID. Returns
null if no Dn with this ID exists.
The returned DN is always registered to the T-Server.
id - the ID of the Dn. This ID is formatted
as [number]@[switch name], which is what
Dn.getId() returns.
Dn with this ID, or nullDnRoutingPoint getDnRoutingPoint(java.lang.String id)
DnRoutingPoint with this ID if it
exists and the license is OK. The returned
DnRoutingPoint is always registered to the
T-Server.
id - the ID of the DnRoutingPoint. (see
getDn(java.lang.String))
DnRoutingPoint if the ID and the
license are correct, otherwise null.
DnRoutingPoint getRoutingPoint(java.lang.String id)
throws RequestFailedException
DnRoutingPoint with this ID if it
exists and the license is OK.
DnRoutingPoint with this ID, or
null if it was not found.
RequestFailedException - in case of license problem
Interaction getInteraction(java.lang.String id)
throws RequestFailedException
id - the ID of the Interaction in AIL.
Interaction with this ID, or null if it was not
found.
RequestFailedException - in case of license problem
Interaction getInteractionArchive(java.lang.String archive_id)
throws RequestFailedException
archive_id - the Interaction ID in the Contact Server Archive
database. Also called DBID.
Interaction with this DBID; or null if no interaction was
found.
RequestFailedException - exception thrown in case of a license problem.HistoryManager
RoutingInteraction getRoutingInteraction(java.lang.String id)
throws RequestFailedException
RoutingInteraction with this ID.
id - the ID of the RoutingInteraction in AIL.
RoutingInteraction with this ID, or
null if it does not exist.
RequestFailedException
AbstractInteraction lookupInteraction(java.lang.String dn,
java.lang.String connId)
throws RequestFailedException
AbstractInteraction with these parameters, or null if not found.
dn - the full directory number (number@switch).connId - the connection Id.
AbstractInteraction with this connId
RequestFailedException
java.util.Collection getIncomingAddresses()
throws ConfigServiceException
EmailAddress, or null if this application has no
connection to the config server.
ConfigServiceException - if there is a problem with the
Configuration Layer.
EmailAddress getIncomingAddress(java.lang.String mailbox)
throws ConfigServiceException
ConfigServiceExceptionInteractionMailIn.getMailbox()SRLManager getSRLManager()
SRLManager allows you to see all
StandardResponses by category, and manage the
favorite StandardResponses.
Note: If the DATABASE service is not available, that is, if UCS is not connected,
do not call this method.
Enumerator getEnumerator(java.lang.String id)
Enumerator with this ID. Returns
null if no Enumerator with this
ID exists.
id - the ID of the Enumerator.
Enumerator with this ID, or
null.java.util.Map getServices()
Map of (String service
name, ServiceStatus). This Map includes
unavailable services.
Map containing all services and their
statuses.java.util.Map getServices(ServiceStatus.Type service_type)
Map of (String service name,
ServiceStatus). This Map includes
unavailable services.
service_type - the type of service to return. Use
null to get all services at once.
boolean addServiceListener(ServiceStatus.Type service_type,
ServiceListener listener)
service_type - the type of service to listen. Use
null to register all services at once.listener - the listener to register.
true if there is at least one service
of this type, otherwise false.
void removeServiceListener(ServiceStatus.Type service_type,
ServiceListener listener)
service_type - the type of services to stop listening. Use
null to unregister from all services at once.listener - the listener to unregister.
EmailAddress createEmailAddress(java.lang.String personal,
java.lang.String address)
EmailAddress from two strings.
personal - the personal part of the e-mail address. It must
be compliant with the recommendations of the RFC 822.address - the address. It must be compliant with the
recommendations of the RFC 822.
EmailAddress createEmailAddress(java.lang.String emailAddress)
throws RequestFailedException
EmailAddress from a string.
emailAddress - the address that will be created. It may
contain a personal part according to the recommendations of the
RFC 822
InvalidParameterException - if the parameter is not an
e-mail address.
RequestFailedException
EmailAddress[] createEmailAddresses(java.lang.String emailAddresses)
throws RequestFailedException
emailAddresses - a String representation of the addresses. As specified in the
recommendation of the RFC 822, the
different addresses must be separated by commas.
InvalidParameterException - if the parameter is not a
list of e-mail addresses.
RequestFailedExceptionApplicationInfo getApplicationInfo()
ApplicationInfo object with info about
this application.KwService getKwService()
ContactManager getContactManager()
ContactManager. The
ContactManager offers the possibility to search,
create, and modify contacts.
Note: If the DATABASE service is not available, that is, if UCS is not connected,
do not call this method.
ResourceManager getResourceManager()
Resource Manager. The
ResourceManager can be used to manage an agent's
personal data.
Note: If the DATABASE service is not available, that is, if UCS is not connected,
do not call this method.
InteractionManager getInteractionManager()
InteractionManager. The
InteractionManager namely gives access to InteractionAttributeMetaData and CustomAttachedData.
Note: If the DATABASE service is not available, that is, if UCS is not connected,
do not call this method.
HistoryManager getHistoryManager()
HistoryManager. The
HistoryManager gives access to the
history of a contact.
Note: If the DATABASE service is not available, that is, if UCS is not connected,
do not call this method.
AttachmentManager getAttachmentManager()
AttachmentManager. The
AttachmentManager gives access to the
management of attachment files of SRL, Interaction and so on.
Note: If the DATABASE service is not available, that is, if UCS is not connected,
do not call this method.
void setLogFileOptions(java.lang.String _option)
Use the same syntax than for setting the "file" option of the
"log" section defined for this application in the Configuration Layer.
The syntax is " level, file_name, file_size, file_number [,zip]
", where:
level can be one of the following strings: debug,
info, warn, or error. file_name is the root file name including its absolute or relative path. file_size is the maximum file size. For instance, 20MB is a valid value file_number is the maximum number of files to be saved. zip: If this option is specified, log files are zipped.If you do not specify a "log/file" option in your application template,
the created log files will be named according to the following rule:
"file name"."date"_"time"[.i].log[.zip]
_option - a String defining options to be set.Monitor getMonitor()
Monitor instance which provides real-time information
such as agent status.
Monitor object or null if there is no connection to Statistics Server.
AgentConfigView getAgentConfigView(java.lang.String agent_id)
throws RequestFailedException
AgentConfigView with this agent ID. If agent_id is null,
returns an AgentConfigView with the rights of the application. In SERVER mode,
the rights of the application are defined in LogOnAs section ; in CLIENT mode, it is the
rights of the user provided at startup.
RequestFailedException
AbstractDnSummary getAbstractDnSummary(java.lang.String id)
throws RequestFailedException
AbstractDnSummary with this ID on the tenant of the application.
RequestFailedException
AgentGroupSummary getAgentGroupSummary(java.lang.String id)
throws RequestFailedException
AgentGroupSummary with this ID on the tenant of the application.
RequestFailedException
PersonSummary getPersonSummary(java.lang.String id)
throws RequestFailedException
PersonSummary with this ID on the tenant of the application.
RequestFailedException
PlaceSummary getPlaceSummary(java.lang.String id)
throws RequestFailedException
PlaceSummary with this ID on the tenant of the application.
RequestFailedException
SkillSummary getSkillSummary(java.lang.String id)
throws RequestFailedException
SkillSummary with this ID on the tenant of the application.
RequestFailedException
Queue getQueue(java.lang.String id)
throws RequestFailedException
Queue with this ID on the tenant of the application.
RequestFailedException
WorkbinSummary getWorkbinSummary(java.lang.String id)
throws RequestFailedException
WorkbinSummary with this ID on the tenant of the application.
RequestFailedExceptionjava.util.Map getTimeZones()
IMInteractionContext getIMInteractionContext(InteractionVoice interaction)
null
if the interaction is not on an IM-enabled switch.
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