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Using UCMA 3.0 BackToBackCall: Tips and Conclusion (Part 4 of 4)

Summary:   The BackToBackCall class is an important addition to Microsoft Unified Communications Managed API (UCMA) 3.0. Part 4 provides some tips that might be useful to you, and concluding remarks.

Applies to:   Microsoft UCMA 3.0 SDK | Microsoft Lync Server 2010

Published:   May 2011 | Provided by:   Mark Parker, Microsoft | About the Author

Contents

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This article is the last in a four-part series of articles on how to use the BackToBackCall class.

If you write an application that uses a BackToBackCall object, consider the following tips.

  • Lync 2010 should not be running on the computer that acts as the back-to-back agent. If Lync 2010 is running, it will accept the incoming call and prevent the UCMA 3.0 application from accepting the incoming call.

  • The BackToBackCallSettings class has two constructors. The BackToBackCallSettings constructor with one argument must be used for the incoming call. The BackToBackCallSettings constructor should be used for the outgoing call, for which you must provide a URI.

  • The BackToBackCall constructor takes two arguments of type BackToBackCallSettings. The first argument holds the settings of the incoming call leg, and the second argument holds the settings of the outgoing call leg. You must provide the URI for the outgoing call.

  • The outgoing call must be in the Idle state before the BackToBackCall constructor is called. This means that the outgoing call must exist, but its BeginEstablish method should not yet have been called.

The UCMA 3.0BackToBackCall class is the basis of a Helpdesk application. This class establishes connectivity between a customer and an agent or group of agents, with a BackToBackCall instance acting as the intermediary. The BackToBackCall class enforces agent anonymity: the URI that the customer sees is that of the user on whose behalf the application runs.

After the back-to-back call is established, mid-call control operations can be performed, such as placing the incoming call on hold, transferring the call to another agent, and playing music to a customer on hold.

Mark Parker is a programming writer at Microsoft Corporation. His principal responsibility is the UCMA SDK documentation.

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