Package com.genesyslab.ail

Provides interfaces to manage all base objects like agents, places, interactions.

See:
          Description

Interface Summary
AbstractDn The base class of all DNs, including agent and routing DNs.
AbstractDnSummary Light static representation of a DN (in the Config Layer acception).
AbstractInteraction The base of all interactions, including agent and routing interactions.
ActionCode A code for agent actions.
ActionCodeManager Manages action codes.
Agent An agent.
AgentConfigView Returns the configuration objects that an agent is allowed to see according to his or her permissions defined in the Security tab of the Person object for that agent in the Configuration Layer.
AgentGroup A group of agents, as defined in the configuration layer.
AgentGroupSummary A group of agents, as defined in the Configuration Layer.
AilFactory The main entry point of the Agent Interaction Layer.
Attachment A file attached to an e-mail.
AttachmentManager Manages the attachments of the Contact Server.
CallbackRecord A callback record that can be associated with a call.
CallbackService Provides the callback service.
ChatMessage A chat message is one message that is sent by one party.
ChatParty The ChatParty is use to record information about party that is present in an InteractionChat.
ConfigObject Interface for all the objects that are present in the Configuration Layer.
Contact Contact contains information and methods for handling customer data.
ContactAttributeMetaData ContactAttributeMetaData is a facility for application to add new information in Contact (customer data) for specific purposes.
ContactAttributeValue ContactAttributeValue contains a value for a specific ContactAttributeMetaData.
ContactManager Manager of contacts.
CustomAttachedData CustomAttachedData is a set of keys for interaction attached data.
CustomAttachedDataValue A preset value for a CustomAttachedData.
Dn Representation of a DN, that is, a switch resource (of type voice) that is typically associated with an agent.
DnFunction The "physical" operations and states of a DN.
DnRoutingPoint This interface represents routing DNs.
EmailAddress An e-mail address.
Enumerator An Enumerator object, defined in the Configuration Layer.
EnumValue A value for an Enumerator object, defined in the Configuration Layer.
FilterLeaf A contact filter leaf used in SearchContactTemplate.
FilterNode A filter node that defines a filter in SearchContactTemplate.
FilterTreeElement FilterTreeElement is used to define the filter in SearchContactTemplate.
History The history of a contact, which is stored in the Universal Contact Server database.
HistoryItem An element of the History of a Contact.
HistoryManager Manager of the contact histories stored in UCS database.
IdObject A base class for all the objects that have an ID of type String.
IdObject.ObjectType Interface containing the object type constants.
IMInteractionContext Provides an interaction with Instant Messaging capabilities.
Interaction Representation of an interaction in the Agent Interaction Layer.
InteractionAttributeMetaData InteractionAttributeMetaData is a facility for application to add new information in interaction for specific purposes.
InteractionAttributeValue Defines a value for a specific InteractionAttributeMetaData.
InteractionCallbackRequest An interaction created by the Callback Server in order to store data about a callback request.
InteractionChat A chat interaction with a customer.
InteractionCoBrowse A CoBrowse interaction.
InteractionMail An e-mail exchanged between a customer and the Call Center.
InteractionMailIn This interface is for managing an inbound e-mail.
InteractionMailOut This interface is for managing an outbound e-mail.
InteractionManager This class provides tools for managing interactions.
InteractionMultimedia A multimedia interaction handled by the Call Center.
InteractionMultimediaSummary Summary information for a multimedia interaction.
InteractionOpenMedia Manages an open media interaction.
InteractionOpenMediaSummary Deprecated. Use InteractionMultimediaSummary.
InteractionSummary Summary information for an interaction.
InteractionVoice A voice interaction.
InteractionVoiceCallback A voice interaction dedicated to process callback requests.
InteractionVoiceOutbound Deprecated. You should use the OutboundChain interface.
InteractionWebcallback A request for callback sent through the web
KwInteractionContext An interface providing additional methods to process Knowledge Worker requests and events.
KwService Provides Knowledge Worker Service.
LoginId The login ID of an agent on a switch.
Media This class represents a Media that is on a Place.
MergeContactDetail Contains information about the last merge action performed on a contact.
OutboundCampaignInfo This class describes an outbound campaign that is active in an OutboundService.
OutboundChain Represents an outbound chain—a list of chained records associated with a contact.
OutboundRecord Describes the contact of an outbound campaign.
OutboundService The OutboundService interface represents the extra features for handling outbound requests of a particular agent or place.
Person Representation of a person in the Agent Interaction Layer.
PersonSummary Summary information about a person.
Place Representation of a place, which is a set of media (chat and e-mail) and DNs.
PlaceGroup A group of places, as defined in the configuration layer.
PlaceSummary Summary information about a place.
Possible This interface defines functions that can determine whether a request is possible or not.
PsdkConfigBridge.Listener This listener interface allows you to receive the messages that AIL gets through its ConfServerProtocol instance.
PsdkVoiceBridge.Listener This listener interface allows you to get messages that the AIL receives through its TServerProtocol instance.
ResourceManager Manager of agent resources.
ResourceProperty A resource is an agent's element for configuration purpose Example: dictionary, color of background and so on.
RoutingInteraction A call processed by a routing DN.
Savable Interface for all the objects of the Agent Interaction Layer that are represented in the Contact Server.
SearchContactTemplate This class defines the template for contact searches.
SearchInteractionTemplate A template for interactions searches.
Skill A skill of an agent and its level.
SkillSummary Summary information about a skill.
SortableContactAttribute SortableContactAttribute is a container for a contact attribute and its sort status.
SortableInteractionAttribute SortableInteractionAttribute is a container for an interaction attribute and its sort status.
Switch Representation of a switch.
ViewSummary Summary information about a view.
WorkbinSummary Summary information about a workbin.
WorkflowStatus Representation of the Interaction Server status available for a multimedia history item.
 

Class Summary
AbstractDn.Status Enum for the possible DN status.
AbstractDn.Type Enum for the possible types of DNs.
AbstractInteraction.AbstractCallType Constants describing the different types of phone call.
AbstractInteraction.Status Constants for interaction statuses, common to all media.
ActionCode.Type Possible action types.
AilLoader Main entry point into the Agent Interaction Layer.
AilLoader.ApplicationType Constants for types of application.
ApplicationInfo Structure that contains information from the Configuration Layer about an application.
CallbackRecord.Action Enum for the possible actions on a callback record.
CallbackRecord.CallbackOrigin  
CallbackRecord.CallbackStatus  
CallbackRecord.CallbackType  
CallbackRecord.CallResult Enum for the possible results of the call handling.
CallbackRecord.Reason Enum for the possible reasons of the CallbackRecord.Status.
CallbackRecord.Status Enum for the possible status of a callback record.
ChatParty.Type Constants for possible party types.
ChatParty.Visibility Possible constants for the visibility of a party.
CoBrowseParameters Parameters for a co-browse session.
CoBrowseURL An URL in a co-browse session.
ContactAttributeMetaData.Type Constants that describe the possible types of ContactAttributeMetaData.
ContactAttributeValue.Type Constants that describe the types of ContactAttributeValue.
CustomAttachedData.Type Constants that describe the types of CustomAttachedData.
Dn.Action Enum for the possible actions to take on a DN.
Dn.Media Deprecated. A DN is now only of type VOICE.
Dn.Status Enum for the possible statuses.
Dn.Workmode Enum for the work modes.
DnFunction.Action Enum for the possible actions.
DnFunction.Status Enum for the status of the feature.
DnFunction.Type Enum for the available features or DN functions.
DnRoutingPoint.Status Enum for the possible status of a routing DN.
DnRoutingPoint.Type Enum for the possible types of routing DNs.
Enum The base class for the enumerated types.
Enumerator.Type Constants for the different enumerator types.
FilterLeaf.LeafOperator Constants for the possible operators in filter leaves.
FilterLeaf.LeafWildcard Constants for the possible wildcards in filter leaves.
FilterNode.NodeOperator Constants for the possible operators on filter nodes.
Interaction.Action Constants for the possible actions on interactions, common for all media.
Interaction.Status Constants for interaction statuses, common for all media.
Interaction.Type Constants that describe the possible types of interactions.
InteractionAttributeMetaData.Type Constants that describe the possible types of InteractionAttributeMetaData.
InteractionAttributeValue.Type Constants that describe the diferent types of InteractionAttribute.
InteractionChat.Action Interaction chat actions.
InteractionMail.Action Interaction mail actions.
InteractionMailIn.Action Actions possible on incoming e-mails.
InteractionMailOut.Action Actions possible on outgoing e-mails.
InteractionMultimedia.StopProcessingReason Constants that describe stop processing reasons.
InteractionVoice.Action Enum for the actions that are possible on this interaction.
InteractionVoice.CallType Enum for the type of the phone call.
InteractionVoice.MakeCallType Enum for the type of phone call to make.
InteractionVoice.NetworkStatus Enum the possible network status of an interaction.
InteractionVoiceCallback.Action Deprecated. since 7.0
InteractionVoiceCallback.CallbackStatus Enum for the callback-oriented status of this interaction.
InteractionVoiceOutbound.Action Deprecated. You should use the OutboundChain interface.
InteractionVoiceOutbound.OutboundStatus Deprecated. You should use the OutboundChain interface.
InteractionVoiceOutbound.TreatmentType Deprecated. You should use the OutboundChain interface.
InteractionWebcallback.Action To be used in the methods of the interface Possible.
InteractionWebcallback.WcbStatus Constants for Webcallback statuses.
InteractionWebcallback.WcbType Constants for Webcallback types.
KwInteractionContext.Action Actions that are possible on a KwInteractionContext.
KwInteractionContext.Reason Constants for the reason associated with the status of a KwInteractionContext.
KwInteractionContext.Status Constants for the status of a KwInteractionContext.
Media.Action Constants that describe actions on Media.
Media.Reason Constants that describe possible reasons for PlaceEventMediaStatusChanged.
Media.Status Constants that describe possible statuses for the Media.
MediaType Representation of a Dn dedicated to a Media in the Agent Interaction Layer.
OutboundCampaignInfo.Action Actions that are possible on campaigns.
OutboundCampaignInfo.Mode Constants for the different modes of a campaign.
OutboundCampaignInfo.Status Constants for the different statuses of a campaign.
OutboundChain.Reason Lists the possible reasons for getting an PlaceEventOutboundChainInfo event.
OutboundChain.TreatmentType Lists the possible types of treatment that exists for an outbound call.
OutboundRecord.Action Actions that are possible on an outbound record.
OutboundRecord.CallbackType Constants for the different types of callback.
OutboundRecord.CallResult Enum for the possible results of the call handling.
OutboundRecord.PhoneType Constants for the phone types.
OutboundRecord.Status Constants describing the status of a record.
OutboundService.Action Actions that are possible on the outbound service.
Place.Action Actions that are possible on a place.
PsdkConfigBridge Retrieves the ConfServerProtocol instance that the AIL uses to access the Configuration Server.
PsdkVoiceBridge Retrieves the TServerProtocol class instance associated with a given switch.
RoutingInteraction.CallType Enum for the possible types of phone call that this interaction is representing.
RoutingInteraction.Status Enum for the possible statuses of the interaction.
RoutingInteraction.TreatmentType Enum for the possible treatment types that can apply to this interaction.
RoutingInteraction.Type Enum for the possible types of this interaction.
ServiceStatus Describes the status of a service along with some connection information.
ServiceStatus.Status Constants for the statuses of the services.
ServiceStatus.Type Constants for the types of services.
Switch.Type Enum for the switch types.
WorkflowStatus.Status This enum lists the possible statuses for multimedia history items.
 

Package com.genesyslab.ail Description

Provides interfaces to manage all base objects like agents, places, interactions.