com.genesyslab.ail
Interface Place

All Superinterfaces:
ConfigObject, IdObject, Possible

public interface Place
extends Possible, ConfigObject

Representation of a place, which is a set of media (chat and e-mail) and DNs.

To get a Place interface, you can either:

The following code snippet shows how to get a Place interface using your application's AilFactory instance.

public class SimplePlaceExample {
    public Place examplePlace;
    public SimplePlaceExample(AilFactory myAilFactory)
    {
        // Getting the Place
        examplePlace = myAilFactory.getPlace("my_place_ID");
    }
}

Call the Place methods to:

To access MCR services or Media objects, first log your agent into the place.

To determine whether an interaction's creation is possible at a certain time, test the corresponding Place.Action by calling the isPossible method. For example, use the inherited Possible methods to activate/deactivate buttons that make call to the corresponding Place methods.

Changes in the place's DN state, media, and associated interactions generate events. For example, these events propagate the place status (that is, DN and media status) or interactions' status. Your application can listen for these events and update its state accordingly.

Create and add a PlaceListener to this Place interface to:

The following code snippet shows how to add a PlaceListener to the Place interface:

public class SimplePlaceExample implements PlaceListener {
    public SimplePlaceExample (Place examplePlace)
    {
        //Adding the listener
        examplePlace.addPlaceListener(this);
    }
    //Implementation of the listener methods
    //...
}

See Also:
Dn, Media, Interaction, PlaceEvent, PlaceEventMediaAdded, PlaceEventMediaRemoved, PlaceEventMediaStatusChanged, DnEvent, InteractionEvent

Nested Class Summary
static class Place.Action
          Actions that are possible on a place.
 
Nested classes/interfaces inherited from interface com.genesyslab.ail.IdObject
IdObject.ObjectType
 
Method Summary
 void addPlaceListener(PlaceListener _listener)
          Registers a listener for the events on this Place.
 java.util.Map afterCallWork()
          Calls afterCallWork(String, Map, Map) with default parameters.
 java.util.Map afterCallWork(java.lang.String queue, java.util.Map reasons)
          Deprecated. since 7.0. Please use afterCallWork(String, Map, Map).
 java.util.Map afterCallWork(java.lang.String queue, java.util.Map reasons, java.util.Map tExtensions)
          Sets in 'after call work' state all the Dns of this place.
 Interaction createInteraction(Dn.Media media, Interaction parent)
          Deprecated. since 7.0. Please use createInteraction(MediaType, Interaction, String).
 Interaction createInteraction(Interaction.Type interactionType, Interaction parent)
          Creates a new InteractionMultimedia without submitting it.
 Interaction createInteraction(MediaType media_type, Interaction parent, java.lang.String queue)
          Creates a new interaction on a Dn of this place.
 Interaction createInteractionOpenMedia(java.lang.String mediaType, java.lang.String interactionType, java.lang.String interactionSubtype, java.lang.String id, java.lang.String queue, java.lang.String subject, Interaction parent, java.util.Map userData)
          Creates a new Open Media interaction without submitting it.
 Interaction createInvisibleInteractionOpenMedia(java.lang.String mediaType, java.lang.String interactionType, java.lang.String interactionSubtype, java.lang.String id, java.lang.String queue, java.lang.String subject, Interaction parent, java.util.Map userData)
          Creates a new Open Media interaction without submitting it, and without generating any InteractionEvent.
 java.util.Collection findInteractions(java.lang.String whereStatement, java.lang.Object[] parameters, int maxResults)
          Finds multimedia interactions in the Interaction Server based on complex search criteria.
 java.util.Collection findInteractions(java.lang.String column, java.lang.String value, int number)
          Finds multimedia interactions in the Interaction Server based on the given attribute.
 CallbackService getCallbackService()
          Returns the CallbackService object associated with this place.
 boolean getDNDStatusMultimedia()
          Returns the status of the Do-Not-Disturb feature for multimedia.
 java.util.Collection getDns()
          Returns the Dns that are in this place.
 java.util.Collection getInteractions()
          Returns all the Interaction currently active on this place.
 WorkflowStatus getInteractionWorkflowStatus(HistoryItem history_item)
          Returns the status of this interaction in the Interaction Server.
 WorkflowStatus getInteractionWorkflowStatus(InteractionMultimedia interaction)
          Returns the status of this interaction in the Interaction Server.
 java.util.Map getMedia()
          Returns the list of Media available on this Place.
 OutboundService getOutboundService()
          Returns the OutboundService object associated with this place.
 java.util.Collection getPlaceGroups()
          Returns the PlaceGroups to which this Place belongs as a Collection of PlaceGroup.
 java.lang.Integer getTenantId()
          Returns the identifier of the Tenant to which this place beongs.
 WorkbinManager getWorkbinManager()
          Returns the WorkbinManager object associated with this place.
 boolean isEnabled()
          Returns the status of the Place object in the Configuration Layer.
 java.util.Map login(java.lang.String login_code, java.lang.String pwd, java.lang.String queue, Dn.Workmode workmode, java.util.Map reasons)
          Deprecated. since 7.0. Please use login(String, String, String, Dn.Workmode, Map, Map).
 java.util.Map login(java.lang.String login_id, java.lang.String pwd, java.lang.String queue, Dn.Workmode workmode, java.util.Map reasons, java.util.Map tExtensions)
          Logs an agent on all the Dns of this place.
 java.util.Map loginMultimedia(Agent agent, java.util.Collection mediaList, java.lang.String reason, java.lang.String reason_description)
          Logs in this agent on the specified media.
 java.util.Map logout()
          Calls logout(String, Map, Map) with default parameters.
 java.util.Map logout(java.lang.String queue, java.util.Map reasons)
          Deprecated. since 7.0. Please use logout(String, Map, Map).
 java.util.Map logout(java.lang.String queue, java.util.Map reasons, java.util.Map tExtensions)
          Logs out all the Dns of this place.
 java.util.Map logoutMultimedia(java.util.Collection mediaList, java.lang.String reason, java.lang.String reason_description)
          Logs out the specified media.
 void moveToWorkbin(java.lang.String interactionId, Workbin workbin)
          Pulls an interaction, then puts it in the specified workbin.
 void moveToWorkbin(java.lang.String interactionId, Workbin workbin, java.lang.String reason, java.lang.String reason_description)
          Pulls an interaction, then puts it in the specified workbin and specifies a reason with its description for this action.
 void moveToWorkbin(java.lang.String interactionId, Workbin workbin, java.lang.String reason, java.lang.String reason_description, java.util.Map attached_data)
          Pulls an interaction, then puts it in the specified workbin and specifies a reason with its description for this action.
 java.util.Map notReady()
          Calls notReady(String, Dn.Workmode, Map, Map) with default parameters.
 java.util.Map notReady(java.lang.String queue, Dn.Workmode workmode, java.util.Map reasons)
          Deprecated. since 7.0. Please use notReady(String, Dn.Workmode, Map, Map).
 java.util.Map notReady(java.lang.String queue, Dn.Workmode workmode, java.util.Map reasons, java.util.Map tExtensions)
          Sets not ready all the Dns of this place.
 java.util.Map notReadyMultimedia(java.util.Collection mediaList, java.lang.String reason, java.lang.String reason_description)
          Sets the specified media to not ready.
 InteractionMultimedia openInteraction(java.lang.String interaction_id)
          Opens a multimedia interaction for being processed by this agent.
 InteractionMultimedia openInteraction(java.lang.String interaction_id, java.lang.String reason, java.lang.String reason_description)
          Opens a multimedia interaction for being processed by this agent and specifies a reason with its description for this action.
 InteractionMultimedia openInteraction(java.lang.String column, java.lang.String value, java.lang.String reason, java.lang.String reason_description)
          Opens a multimedia interaction for being processed by this agent and specifies a reason with its description for this action.
 java.util.Collection openInteractions(java.lang.String whereStatement, java.lang.Object[] parameters, int maxResults, java.lang.String reason, java.lang.String reason_description)
          Opens multimedia interactions from the Interaction Server based on complex search criteria.
 java.util.Map ready()
          Calls ready(String, Dn.Workmode, Map, Map) with default parameters.
 java.util.Map ready(java.lang.String queue, Dn.Workmode workmode, java.util.Map reasons)
          Deprecated. since 7.0. Please use ready(String, Dn.Workmode, Map, Map).
 java.util.Map ready(java.lang.String queue, Dn.Workmode workmode, java.util.Map reasons, java.util.Map tExtensions)
          Sets ready all the Dns of this place.
 java.util.Map readyMultimedia(java.util.Collection mediaList, java.lang.String reason, java.lang.String reason_description)
          Sets the specified media to ready.
 void removePlaceListener(PlaceListener _listener)
          Unregisters a listener for the events on this Place.
 void setDNDMultimedia(boolean enable)
          Turns Do-Not-Disturb feature on or off on this place for multimedia.
 void submitInQueue(InteractionMultimedia interaction, java.lang.String queue, java.lang.String reason, java.lang.String reason_description)
          Submits this interaction and immediately place it into a queue without being notified any InteractionEvent.
 
Methods inherited from interface com.genesyslab.ail.Possible
arePossible, isPossible
 
Methods inherited from interface com.genesyslab.ail.IdObject
getId, getObjectType
 
Methods inherited from interface com.genesyslab.ail.ConfigObject
exists
 

Method Detail

addPlaceListener

void addPlaceListener(PlaceListener _listener)
Registers a listener for the events on this Place.


removePlaceListener

void removePlaceListener(PlaceListener _listener)
Unregisters a listener for the events on this Place.


getDns

java.util.Collection getDns()
Returns the Dns that are in this place.

Returns:
a Collection of Dn

getPlaceGroups

java.util.Collection getPlaceGroups()
Returns the PlaceGroups to which this Place belongs as a Collection of PlaceGroup.


login

java.util.Map login(java.lang.String login_code,
                    java.lang.String pwd,
                    java.lang.String queue,
                    Dn.Workmode workmode,
                    java.util.Map reasons)
Deprecated. since 7.0. Please use login(String, String, String, Dn.Workmode, Map, Map).


login

java.util.Map login(java.lang.String login_id,
                    java.lang.String pwd,
                    java.lang.String queue,
                    Dn.Workmode workmode,
                    java.util.Map reasons,
                    java.util.Map tExtensions)
Logs an agent on all the Dns of this place. It is assumed that all the Dns can be logged in using the same login ID.

Parameters:
login_id - the login ID of this agent.
pwd - the password for this login ID.
queue - the queue where to log in.
workmode - the workmode.
reasons - user defined reasons for loggin in.
tExtensions - additional data that take into account switch-specific features.
Returns:
a Map containing for each Dn of this Place, a pair (String, RequestFailedException).
  • The key is the Dn ID.
  • If the Dn was successfully logged in, the value is null. Otherwise the value is the exception that was thrown when attempting to log this Dn in.
See Also:
Dn.login(java.lang.String, java.lang.String, java.lang.String, com.genesyslab.ail.Dn.Workmode, java.util.Map)

logout

java.util.Map logout()
Calls logout(String, Map, Map) with default parameters.


logout

java.util.Map logout(java.lang.String queue,
                     java.util.Map reasons)
Deprecated. since 7.0. Please use logout(String, Map, Map).


logout

java.util.Map logout(java.lang.String queue,
                     java.util.Map reasons,
                     java.util.Map tExtensions)
Logs out all the Dns of this place.

Parameters:
queue - the queue from which to log out.
reasons - user defined reasons for logging out.
tExtensions - additional data that take into account switch-specific features.
Returns:
a Map containing for each Dn of this Place, a pair (String, RequestFailedException).
  • The key is the Dn ID.
  • If the Dn was logged out successfully, the value is null. Otherwise it is the exception that was thrown when attempting to log this Dn out.
See Also:
Dn.logout(java.lang.String, java.util.Map, java.util.Map)

ready

java.util.Map ready()
Calls ready(String, Dn.Workmode, Map, Map) with default parameters.


ready

java.util.Map ready(java.lang.String queue,
                    Dn.Workmode workmode,
                    java.util.Map reasons)
Deprecated. since 7.0. Please use ready(String, Dn.Workmode, Map, Map).


ready

java.util.Map ready(java.lang.String queue,
                    Dn.Workmode workmode,
                    java.util.Map reasons,
                    java.util.Map tExtensions)
Sets ready all the Dns of this place.

Parameters:
queue - the queue where to apply the 'ready' action.
workmode - the workmode.
reasons - user defined reasons for getting ready.
tExtensions - additional data that take into account switch-specific features.
Returns:
a Map containing for each Dn of this Place, a pair (String, RequestFailedException).
  • The key is the Dn ID.
  • If the Dn was successfully made ready, the value is null. Otherwise it is the exception that was thrown when attempting to make this Dn ready.
See Also:
Dn.ready(java.lang.String, com.genesyslab.ail.Dn.Workmode, java.util.Map, java.util.Map)

notReady

java.util.Map notReady()
Calls notReady(String, Dn.Workmode, Map, Map) with default parameters.


notReady

java.util.Map notReady(java.lang.String queue,
                       Dn.Workmode workmode,
                       java.util.Map reasons)
Deprecated. since 7.0. Please use notReady(String, Dn.Workmode, Map, Map).


notReady

java.util.Map notReady(java.lang.String queue,
                       Dn.Workmode workmode,
                       java.util.Map reasons,
                       java.util.Map tExtensions)
Sets not ready all the Dns of this place.

Parameters:
queue - the queue where to apply the 'not ready' action.
workmode - the workmode.
reasons - user defined reasons for getting not ready.
tExtensions - additional data that take into account switch-specific features.
Returns:
a Map containing, for each Dn of this Place, a pair (String, RequestFailedException).
  • The key is the Dn ID.
  • If the Dn was successfully made not ready, the value is null. Otherwise it is the exception that was thrown when attempting to make this Dn not ready.
See Also:
Dn.notReady(java.lang.String, com.genesyslab.ail.Dn.Workmode, java.util.Map, java.util.Map)

afterCallWork

java.util.Map afterCallWork()
Calls afterCallWork(String, Map, Map) with default parameters.


afterCallWork

java.util.Map afterCallWork(java.lang.String queue,
                            java.util.Map reasons)
Deprecated. since 7.0. Please use afterCallWork(String, Map, Map).


afterCallWork

java.util.Map afterCallWork(java.lang.String queue,
                            java.util.Map reasons,
                            java.util.Map tExtensions)
Sets in 'after call work' state all the Dns of this place.
This method has the same effect as calling notReady() with the option Dn.Workmode.AFTER_CALL_WORK.

Parameters:
queue - the queue where to apply the 'after call work' action.
reasons - user defined reasons for getting after call work.
tExtensions - additional data that take into account switch-specific features.
Returns:
a Map containing, for each Dn of this Place, a pair (String, RequestFailedException).
The key is the Dn ID and the value is the exception that was thrown when attempting to make this Dn 'after call work' or null if the Dn was successfully made 'after call work'.
See Also:
Dn.afterCallWork(java.lang.String, java.util.Map, java.util.Map)

loginMultimedia

java.util.Map loginMultimedia(Agent agent,
                              java.util.Collection mediaList,
                              java.lang.String reason,
                              java.lang.String reason_description)
Logs in this agent on the specified media.

Parameters:
agent - the agent to log in.
mediaList - a Collection of String containing the names of each media to log in. null logs in all the available media of this agent.
reason - the reason for logging in.
reason_description - a String describing this reason.
Returns:
a Map where the key is a String for the media name and the value an Exception for an error or null if the operation is successful.

logoutMultimedia

java.util.Map logoutMultimedia(java.util.Collection mediaList,
                               java.lang.String reason,
                               java.lang.String reason_description)
Logs out the specified media. If mediaList is null, the place is also logged out of the Interaction Server. Otherwise, the place is still considered as 'logged in' in the Interaction Server, though it may no longer have any media logged in.

Parameters:
mediaList - a collection of String containing the names of each media to log out. null logs out all the media of this agent.
reason - the reason for logging out.
reason_description - a String describing this reason.
Returns:
a map where the key is a String for the media name. and the value an Exception for an error or null if the operation is successful.

readyMultimedia

java.util.Map readyMultimedia(java.util.Collection mediaList,
                              java.lang.String reason,
                              java.lang.String reason_description)
Sets the specified media to ready.

Parameters:
mediaList - a collection of String for each media name. null sets ready all the available media of this agent.
reason - the reason for getting ready.
reason_description - a String describing this reason.
Returns:
a map where the key is a String for the media name and the value an Exception for an error or null if the operation is successful.

notReadyMultimedia

java.util.Map notReadyMultimedia(java.util.Collection mediaList,
                                 java.lang.String reason,
                                 java.lang.String reason_description)
Sets the specified media to not ready.

Parameters:
mediaList - a collection of String for each media name, or null for all the available media of this agent.
reason - the reason for getting not ready.
reason_description - a String describing this reason.
Returns:
a map where the key is a String for the media name and the value an Exception for an error or null if the operation is successful.

setDNDMultimedia

void setDNDMultimedia(boolean enable)
                      throws RequestFailedException
Turns Do-Not-Disturb feature on or off on this place for multimedia.

Parameters:
enable - set to true to activate DND or false to turn it off.
Throws:
IsServiceException - if the operation could not be performed on the Interaction Server.
RequestFailedException

getDNDStatusMultimedia

boolean getDNDStatusMultimedia()
Returns the status of the Do-Not-Disturb feature for multimedia.

Returns:
true if the DND is on, false otherwise.

createInteraction

Interaction createInteraction(Dn.Media media,
                              Interaction parent)
                              throws RequestFailedException
Deprecated. since 7.0. Please use createInteraction(MediaType, Interaction, String).

Throws:
RequestFailedException

createInteraction

Interaction createInteraction(MediaType media_type,
                              Interaction parent,
                              java.lang.String queue)
                              throws RequestFailedException
Creates a new interaction on a Dn of this place.

Parameters:
media_type - the type of interaction to create. Valid media are MediaType.VOICE, MediaType.EMAIL, MediaType.CHAT.
parent - the new interaction will be threaded to this parent interaction. This parameter is valid for MediaType.EMAIL media. The contact ID is also put in the new interaction.
queue - the queue on which this interaction must be created. Can be null for voice interactions.
Throws:
InvalidParameterException - If this media_type does not allow a new interaction to be created.
IsServiceException - If there is a problem with the Interaction Server while creating the interaction.
DatabaseServiceException - If there is a problem with the Contact Server while creating the interaction.
RequestFailedException

createInteraction

Interaction createInteraction(Interaction.Type interactionType,
                              Interaction parent)
                              throws RequestFailedException
Creates a new InteractionMultimedia without submitting it. Use InteractionMultimedia.submit to submit it to the workflow.

createInteractionOpenMedia

Interaction createInteractionOpenMedia(java.lang.String mediaType,
                                       java.lang.String interactionType,
                                       java.lang.String interactionSubtype,
                                       java.lang.String id,
                                       java.lang.String queue,
                                       java.lang.String subject,
                                       Interaction parent,
                                       java.util.Map userData)
                                       throws RequestFailedException
Creates a new Open Media interaction without submitting it. Use InteractionMultimedia.submit(java.lang.String) to put it into workflow.

AIL tests the specified media type. If AIL is connected to UCS (Universal Contact Server), it checks whether the mediaType belongs to the value list of the multimedia/open-media-saved-list option of your application's configuration template. If this is true, AIL saves the created open media interaction in UCS.

If the ID is null, and if UCS is connected, UCS creates an interaction ID for this new interaction. Otherwise, AIL creates a random ID.

Note: You cannot use predefined Genesys media types - that is, email or chat - to create your Open Media interaction.

Parameters:
mediaType - a media type defined in the "Business Attributes/Media Type" section of the Configuration Layer. Do not use email or chat values.
interactionType - an interaction type defined in the "Business Attributes/Interaction Type" section of the Configuration Layer.
interactionSubtype - an interaction subtype defined in the "Business Attributes/Interaction Subtype" values.
id - the customer interaction ID when the interaction is received from a customer server, not a Genesys server.
queue - - parameter is ignored -
subject - the interaction subject.
parent - the parent interaction; or null if there is no parent.
userData - the customer data or useful additional data. Can be null.
Returns:
the new interaction.
Throws:
RequestFailedException

createInvisibleInteractionOpenMedia

Interaction createInvisibleInteractionOpenMedia(java.lang.String mediaType,
                                                java.lang.String interactionType,
                                                java.lang.String interactionSubtype,
                                                java.lang.String id,
                                                java.lang.String queue,
                                                java.lang.String subject,
                                                Interaction parent,
                                                java.util.Map userData)
                                                throws RequestFailedException
Creates a new Open Media interaction without submitting it, and without generating any InteractionEvent. Use submitInQueue(com.genesyslab.ail.InteractionMultimedia, java.lang.String, java.lang.String, java.lang.String) to put it into workflow.

Returns:
the new interaction.
Throws:
RequestFailedException
See Also:
createInteractionOpenMedia(java.lang.String, java.lang.String, java.lang.String, java.lang.String, java.lang.String, java.lang.String, com.genesyslab.ail.Interaction, java.util.Map)

submitInQueue

void submitInQueue(InteractionMultimedia interaction,
                   java.lang.String queue,
                   java.lang.String reason,
                   java.lang.String reason_description)
                   throws RequestFailedException
Submits this interaction and immediately place it into a queue without being notified any InteractionEvent.

Parameters:
interaction - the interaction to submit
queue - the queue into which put the interaction
reason - the reason of this action
reason_description - the description of this reason
Throws:
RequestFailedException

getInteractions

java.util.Collection getInteractions()
Returns all the Interaction currently active on this place.

Returns:
a Collection of Interaction.

getOutboundService

OutboundService getOutboundService()
Returns the OutboundService object associated with this place. It will be used to handle everything about the outbound feature.


getCallbackService

CallbackService getCallbackService()
Returns the CallbackService object associated with this place. It will be used to handle everything about callback feature.


openInteraction

InteractionMultimedia openInteraction(java.lang.String interaction_id)
                                      throws RequestFailedException
Opens a multimedia interaction for being processed by this agent. Once the interaction was opened, it goes onto this Place in TALKING state.

Parameters:
interaction_id - the ID of the interaction to open.
Returns:
the pulled InteractionMultimedia, or null if this ID is incorrect.
Throws:
RequestFailedException
Since:
7.0

openInteraction

InteractionMultimedia openInteraction(java.lang.String interaction_id,
                                      java.lang.String reason,
                                      java.lang.String reason_description)
                                      throws RequestFailedException
Opens a multimedia interaction for being processed by this agent and specifies a reason with its description for this action. Once the interaction is opened, it goes onto this Place in TALKING state.

Parameters:
interaction_id - the ID of the interaction to open.
reason - the reason of this action.
reason_description - the description of this reason.
Returns:
the pulled InteractionMultimedia, or null if this ID is incorrect.
Throws:
RequestFailedException
Since:
7.1

findInteractions

java.util.Collection findInteractions(java.lang.String column,
                                      java.lang.String value,
                                      int number)
                                      throws RequestFailedException
Finds multimedia interactions in the Interaction Server based on the given attribute.

Parameters:
column - the name of the column. This name must correspond to a column in the Interaction Server database. CustomAttachedData are good candidates.
value - the value to search for.
number - the maximum number of interactions to return.
Returns:
a Collection of InteractionMultimediaSummary matching this criterion.
Throws:
RequestFailedException
Since:
7.6.4
See Also:
openInteraction(String, String, String)

openInteraction

InteractionMultimedia openInteraction(java.lang.String column,
                                      java.lang.String value,
                                      java.lang.String reason,
                                      java.lang.String reason_description)
                                      throws RequestFailedException
Opens a multimedia interaction for being processed by this agent and specifies a reason with its description for this action. Once the interaction is opened, it goes onto this Place in TALKING state.

Parameters:
column - the name of the column
value - the value to search for in this column
reason - the reason of this action
reason_description - the description of this reason
Returns:
the pulled InteractionMultimedia, or null if no interaction was found.
Throws:
RequestFailedException
Since:
7.6.4
See Also:
findInteractions(java.lang.String, java.lang.String, int)

findInteractions

java.util.Collection findInteractions(java.lang.String whereStatement,
                                      java.lang.Object[] parameters,
                                      int maxResults)
                                      throws RequestFailedException
Finds multimedia interactions in the Interaction Server based on complex search criteria.

Parameters:
whereStatement - a statement that follows the SQL syntax for a WHERE clause. The literal values must be replaced by question marks as in parent_id = '?' AND state = ?. Don't . In order to prevent SQL injection, the parameters are checked for semicolons and double-dash.
parameters - the literal values that must replace the question marks of the whereStatement. Strings and Numbers are allowed.
maxResults - the maximum number of interactions to return.
Returns:
a Collection of InteractionMultimediaSummary matching this criterion.
Throws:
InvalidParameterException - if a parameteris not a String or a Number, or if the number of question marks does not match the number of parameters
RequestFailedException
Since:
7.6.5

openInteractions

java.util.Collection openInteractions(java.lang.String whereStatement,
                                      java.lang.Object[] parameters,
                                      int maxResults,
                                      java.lang.String reason,
                                      java.lang.String reason_description)
                                      throws RequestFailedException
Opens multimedia interactions from the Interaction Server based on complex search criteria.

Parameters:
whereStatement - a statement that follows the SQL syntax for a WHERE clause. The literal values must be replaced by question marks as in parent_id = '?' AND state = ?. Don't . In order to prevent SQL injection, the parameters are checked for semicolons and double-dash.
parameters - the literal values that must replace the question marks of the whereStatement. Strings and Numbers are allowed.
maxResults - the maximum number of interactions to return.
reason - the reason of this action
reason_description - the description of this reason
Returns:
a Collection of InteractionMultimediaSummary matching this criterion.
Throws:
InvalidParameterException - if a parameteris not a String or a Number, or if the number of question marks does not match the number of parameters
RequestFailedException
Since:
7.6.5
See Also:
findInteractions(String, Object[], int)

getWorkbinManager

WorkbinManager getWorkbinManager()
Returns the WorkbinManager object associated with this place. It will be used to handle everything about Workbins and Queues.


getMedia

java.util.Map getMedia()
Returns the list of Media available on this Place.

Returns:
a Map of ( String media name, Media)
Since:
7.0

isEnabled

boolean isEnabled()
Returns the status of the Place object in the Configuration Layer.

Returns:
true if the Place object is enabled.

moveToWorkbin

void moveToWorkbin(java.lang.String interactionId,
                   Workbin workbin)
                   throws RequestFailedException
Pulls an interaction, then puts it in the specified workbin.

Parameters:
interactionId - an interaction identifier.
workbin - the destination workbin.
Throws:
DatabaseServiceException - exception thrown if the request could not be performed.
InvalidParameterException - exception thrown if the method's parameters are invalid.
NoPlaceException - exception thrown if the agent has no current place.
RequestFailedException

moveToWorkbin

void moveToWorkbin(java.lang.String interactionId,
                   Workbin workbin,
                   java.lang.String reason,
                   java.lang.String reason_description)
                   throws RequestFailedException
Pulls an interaction, then puts it in the specified workbin and specifies a reason with its description for this action.

Parameters:
interactionId - the interaction identifier.
workbin - the destination workbin.
reason - this action's reason.
reason_description - the reason's description.
Throws:
DatabaseServiceException - exception thrown if the request could not be performed.
InvalidParameterException - exception thrown if the method's parameters are invalid.
RequestFailedException

moveToWorkbin

void moveToWorkbin(java.lang.String interactionId,
                   Workbin workbin,
                   java.lang.String reason,
                   java.lang.String reason_description,
                   java.util.Map attached_data)
                   throws RequestFailedException
Pulls an interaction, then puts it in the specified workbin and specifies a reason with its description for this action.

Parameters:
interactionId - the interaction identifier.
workbin - the destination workbin.
reason - this action's reason.
reason_description - the reason's description.
attached_data - data to add or update while moving this interaction into the workbin
Throws:
DatabaseServiceException - exception thrown if the request could not be performed.
InvalidParameterException - exception thrown if the method's parameters are invalid.
RequestFailedException

getInteractionWorkflowStatus

WorkflowStatus getInteractionWorkflowStatus(HistoryItem history_item)
Returns the status of this interaction in the Interaction Server.
A call to this method returns WorkflowStatus.UNKNOWN for all the interactions that are not routed by the Interaction Server.


getInteractionWorkflowStatus

WorkflowStatus getInteractionWorkflowStatus(InteractionMultimedia interaction)
Returns the status of this interaction in the Interaction Server.
A call to this method returns WorkflowStatus.UNKNOWN for all the interactions that are not routed by the Interaction Server.


getTenantId

java.lang.Integer getTenantId()
Returns the identifier of the Tenant to which this place beongs.