com.genesyslab.ail
Interface KwInteractionContext

All Superinterfaces:
IdObject, Possible

public interface KwInteractionContext
extends Possible

An interface providing additional methods to process Knowledge Worker requests and events. It is tightly coupled with an InteractionVoice. Use KwService.getContext to get a KwInteractionContext from an Interaction and getInteraction to get an Interaction from a KwInteractionContext.


Nested Class Summary
static class KwInteractionContext.Action
          Actions that are possible on a KwInteractionContext.
static class KwInteractionContext.Reason
          Constants for the reason associated with the status of a KwInteractionContext.
static class KwInteractionContext.Status
          Constants for the status of a KwInteractionContext.
 
Nested classes/interfaces inherited from interface com.genesyslab.ail.IdObject
IdObject.ObjectType
 
Method Summary
 void accept()
          Signals the CTI-Less T-Server that the knowledge worker accepts to handle this interaction.
 void addKwInteractionContextListener(KwInteractionContextListener listener)
          Registers a listener for this KwInteractionContext's events.
 void confirmStatus()
          Signals the CTI-Less T-Server that the knowledge worker is effectively handling this interaction.
 java.lang.String getCustomerNumber()
          Returns the customer phone number.
 InteractionVoice getInteraction()
          Returns the InteractionVoice associated with this KwInteractionContext.
 KwInteractionContext.Reason getReason()
          Gets the reason of the status of this KwInteractionContext.
 KwInteractionContext.Status getStatus()
          Gets the status of this KwInteractionContext.
 void reject()
          Signals the CTI-Less T-Server that the knowledge worker will not handle this interaction.
 void rejectStatus()
          Signals the CTI-Less T-Server that the knowledge worker is not handling this interaction anymore.
 void removeKwInteractionContextListener(KwInteractionContextListener listener)
          Removes a listener for this KwInteractionContext's events.
 void reroute(java.lang.String reason, java.util.Map reasons)
          Reroutes the interaction.
 
Methods inherited from interface com.genesyslab.ail.Possible
arePossible, isPossible
 
Methods inherited from interface com.genesyslab.ail.IdObject
getId, getObjectType
 

Method Detail

addKwInteractionContextListener

void addKwInteractionContextListener(KwInteractionContextListener listener)
Registers a listener for this KwInteractionContext's events.

Parameters:
listener - a listener interface that will handle the events.

removeKwInteractionContextListener

void removeKwInteractionContextListener(KwInteractionContextListener listener)
Removes a listener for this KwInteractionContext's events.

Parameters:
listener - a listener that was previously added.

getStatus

KwInteractionContext.Status getStatus()
Gets the status of this KwInteractionContext.

Returns:
the status of the interaction context.

getReason

KwInteractionContext.Reason getReason()
Gets the reason of the status of this KwInteractionContext.


accept

void accept()
            throws RequestFailedException
Signals the CTI-Less T-Server that the knowledge worker accepts to handle this interaction. The CTI-Less T-Server is awaiting an answer as the interaction is in PREVIEW state.

Throws:
RequestFailedException - if the request failed.

reject

void reject()
            throws RequestFailedException
Signals the CTI-Less T-Server that the knowledge worker will not handle this interaction. The CTI-Less T-Server is awaiting an answer as the interaction is in PREVIEW state.

Throws:
RequestFailedException - if the request failed.

reroute

void reroute(java.lang.String reason,
             java.util.Map reasons)
             throws RequestFailedException
Reroutes the interaction. The interaction is sent to the CTI-Less T-Server for rerouting and closed.

Parameters:
reason - A reason submitted by the user for this transfer. This reason is appended at the end of the notepad.
reasons - User defined reasons for rerouting this interaction.
Throws:
RequestFailedException - If reroute is unavailable or some error occured.

confirmStatus

void confirmStatus()
                   throws RequestFailedException
Signals the CTI-Less T-Server that the knowledge worker is effectively handling this interaction. The CTI-Less T-Server is awaiting an answer as the interaction is in STATUS_REQUEST state.

Throws:
RequestFailedException - if the request failed.

rejectStatus

void rejectStatus()
                  throws RequestFailedException
Signals the CTI-Less T-Server that the knowledge worker is not handling this interaction anymore. The CTI-Less T-Server is awaiting an answer as the interaction is in STATUS_REQUEST state.

Throws:
RequestFailedException - if the request failed.

getCustomerNumber

java.lang.String getCustomerNumber()
Returns the customer phone number.


getInteraction

InteractionVoice getInteraction()
Returns the InteractionVoice associated with this KwInteractionContext.