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public interface Place
Representation of a place, which is a set of media (chat and e-mail) and DNs.
To get a Place interface, you can either:
AilFactory.getPlace(java.lang.String) method.
Agent.getDefaultPlace() method to get the interface for the agent's default place.
Agent.getPlace() method to get the agent's place.
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:
DnEvent and PlaceEvent events.
InteractionEvent events.
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
//...
}
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 |
|---|
void addPlaceListener(PlaceListener _listener)
Place.
void removePlaceListener(PlaceListener _listener)
Place.
java.util.Collection getDns()
Dns that are in this place.
Collection of Dnjava.util.Collection getPlaceGroups()
PlaceGroups to which this Place belongs as a
Collection of PlaceGroup.
java.util.Map login(java.lang.String login_code,
java.lang.String pwd,
java.lang.String queue,
Dn.Workmode workmode,
java.util.Map reasons)
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)
Dns of this place. It is assumed that all the
Dns can be logged in using the same login ID.
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.
Map containing for each Dn of this Place, a
pair (String, RequestFailedException). Dn ID. 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. Dn.login(java.lang.String, java.lang.String, java.lang.String, com.genesyslab.ail.Dn.Workmode, java.util.Map)java.util.Map logout()
logout(String, Map, Map) with default parameters.
java.util.Map logout(java.lang.String queue,
java.util.Map reasons)
logout(String, Map, Map).
java.util.Map logout(java.lang.String queue,
java.util.Map reasons,
java.util.Map tExtensions)
Dns of this place.
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.
Map containing for each Dn of this Place, a
pair (String, RequestFailedException). Dn ID. Dn was logged out successfully, the value is
null. Otherwise it is the exception that was thrown when attempting to log this
Dn out. Dn.logout(java.lang.String, java.util.Map, java.util.Map)java.util.Map ready()
ready(String, Dn.Workmode, Map, Map) with default parameters.
java.util.Map ready(java.lang.String queue,
Dn.Workmode workmode,
java.util.Map reasons)
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)
Dns of this place.
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.
Map containing for each Dn of this Place, a
pair (String, RequestFailedException). Dn
ID. Dn was successfully made ready, the value is
null. Otherwise it is the exception that was thrown when attempting to make this
Dn ready. Dn.ready(java.lang.String, com.genesyslab.ail.Dn.Workmode, java.util.Map, java.util.Map)java.util.Map notReady()
notReady(String, Dn.Workmode, Map, Map) with default parameters.
java.util.Map notReady(java.lang.String queue,
Dn.Workmode workmode,
java.util.Map reasons)
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)
Dns of this place.
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.
Map containing, for each Dn of this Place, a
pair (String, RequestFailedException). Dn
ID. 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. Dn.notReady(java.lang.String, com.genesyslab.ail.Dn.Workmode, java.util.Map, java.util.Map)java.util.Map afterCallWork()
afterCallWork(String, Map, Map) with default parameters.
java.util.Map afterCallWork(java.lang.String queue,
java.util.Map reasons)
afterCallWork(String, Map, Map).
java.util.Map afterCallWork(java.lang.String queue,
java.util.Map reasons,
java.util.Map tExtensions)
Dns of this place. notReady() with the option Dn.Workmode.AFTER_CALL_WORK.
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.
Map containing, for each Dn of this Place, a
pair (String, RequestFailedException). 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'.Dn.afterCallWork(java.lang.String, java.util.Map, java.util.Map)
java.util.Map loginMultimedia(Agent agent,
java.util.Collection mediaList,
java.lang.String reason,
java.lang.String reason_description)
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.
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.
java.util.Map logoutMultimedia(java.util.Collection mediaList,
java.lang.String reason,
java.lang.String reason_description)
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.
String for the media name.
and the value an Exception for an error or null
if the operation is successful.
java.util.Map readyMultimedia(java.util.Collection mediaList,
java.lang.String reason,
java.lang.String reason_description)
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.
String for the media name
and the value an Exception for an error or null
if the operation is successful.
java.util.Map notReadyMultimedia(java.util.Collection mediaList,
java.lang.String reason,
java.lang.String reason_description)
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.
String for the media name and the value an
Exception for an error or null if the operation is successful.
void setDNDMultimedia(boolean enable)
throws RequestFailedException
enable - set to true to activate DND or false to turn it off.
IsServiceException - if the operation could not be performed on the Interaction
Server.
RequestFailedExceptionboolean getDNDStatusMultimedia()
true if the DND is on, false otherwise.
Interaction createInteraction(Dn.Media media,
Interaction parent)
throws RequestFailedException
createInteraction(MediaType, Interaction, String).
RequestFailedException
Interaction createInteraction(MediaType media_type,
Interaction parent,
java.lang.String queue)
throws RequestFailedException
Dn of this place. Dn will be affected when you call makeCall().MediaType.CHAT in
parameters. For further details, see IMInteractionContext.
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.
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
Interaction createInteraction(Interaction.Type interactionType,
Interaction parent)
throws RequestFailedException
InteractionMultimedia.submit to submit it to the workflow.Interaction.Type.EMAILOUT_REPLY and Interaction.Type.EMAILOUT.InteractionChat,
InteractionMailIn, or null if no parent.
interactionType - Interaction.Type.EMAILOUT_REPLY or Interaction.Type.EMAILOUTparent - Interaction, null if the interaction to create is a new outbound e-mail.
RequestFailedException - exception thrown if some parameters are invalid.
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
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.
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.
RequestFailedException
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
submitInQueue(com.genesyslab.ail.InteractionMultimedia, java.lang.String, java.lang.String, java.lang.String) to put it into workflow.
RequestFailedExceptioncreateInteractionOpenMedia(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)
void submitInQueue(InteractionMultimedia interaction,
java.lang.String queue,
java.lang.String reason,
java.lang.String reason_description)
throws RequestFailedException
interaction - the interaction to submitqueue - the queue into which put the interactionreason - the reason of this actionreason_description - the description of this reason
RequestFailedExceptionjava.util.Collection getInteractions()
Interaction currently active on this place.
Collection of Interaction.OutboundService getOutboundService()
OutboundService object associated with this place. It will be used to
handle everything about the outbound feature.
CallbackService getCallbackService()
CallbackService object associated with this place. It will be used to
handle everything about callback feature.
InteractionMultimedia openInteraction(java.lang.String interaction_id)
throws RequestFailedException
Place in TALKING state.
interaction_id - the ID of the interaction to open.
InteractionMultimedia, or null if this ID is
incorrect.
RequestFailedException
InteractionMultimedia openInteraction(java.lang.String interaction_id,
java.lang.String reason,
java.lang.String reason_description)
throws RequestFailedException
Place in TALKING state.
interaction_id - the ID of the interaction to open.reason - the reason of this action.reason_description - the description of this reason.
InteractionMultimedia, or null if this ID is
incorrect.
RequestFailedException
java.util.Collection findInteractions(java.lang.String column,
java.lang.String value,
int number)
throws RequestFailedException
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.
Collection of InteractionMultimediaSummary matching this criterion.
RequestFailedExceptionopenInteraction(String, String, String)
InteractionMultimedia openInteraction(java.lang.String column,
java.lang.String value,
java.lang.String reason,
java.lang.String reason_description)
throws RequestFailedException
Place in TALKING state.
column - the name of the columnvalue - the value to search for in this columnreason - the reason of this actionreason_description - the description of this reason
InteractionMultimedia, or
null if no interaction was found.
RequestFailedExceptionfindInteractions(java.lang.String, java.lang.String, int)
java.util.Collection findInteractions(java.lang.String whereStatement,
java.lang.Object[] parameters,
int maxResults)
throws RequestFailedException
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.
Collection of InteractionMultimediaSummary matching this criterion.
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
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
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 actionreason_description - the description of this reason
Collection of InteractionMultimediaSummary matching this criterion.
InvalidParameterException - if a parameteris not a String or a Number, or if the number of question marks does not match the number of parameters
RequestFailedExceptionfindInteractions(String, Object[], int)WorkbinManager getWorkbinManager()
WorkbinManager object associated with this place. It will be used to
handle everything about Workbins and Queues.
java.util.Map getMedia()
Place.
Map of ( String media name, Media)boolean isEnabled()
Place object in the Configuration Layer.
true if the Place object is enabled.
void moveToWorkbin(java.lang.String interactionId,
Workbin workbin)
throws RequestFailedException
interactionId - an interaction identifier.workbin - the destination workbin.
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
void moveToWorkbin(java.lang.String interactionId,
Workbin workbin,
java.lang.String reason,
java.lang.String reason_description)
throws RequestFailedException
interactionId - the interaction identifier.workbin - the destination workbin.reason - this action's reason.reason_description - the reason's description.
DatabaseServiceException - exception thrown if the request could not be performed.
InvalidParameterException - exception thrown if the method's parameters are invalid.
RequestFailedException
void moveToWorkbin(java.lang.String interactionId,
Workbin workbin,
java.lang.String reason,
java.lang.String reason_description,
java.util.Map attached_data)
throws RequestFailedException
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
DatabaseServiceException - exception thrown if the request could not be performed.
InvalidParameterException - exception thrown if the method's parameters are invalid.
RequestFailedExceptionWorkflowStatus getInteractionWorkflowStatus(HistoryItem history_item)
WorkflowStatus.UNKNOWN for all
the interactions that are not routed by the Interaction Server.
WorkflowStatus getInteractionWorkflowStatus(InteractionMultimedia interaction)
WorkflowStatus.UNKNOWN for all
the interactions that are not routed by the Interaction Server.
java.lang.Integer getTenantId()
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