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Call Center Controls Quick Reference

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The call center interfaces provide methods that queue and distribute calls within a call center. TAPI 3.x defines five main call center objects: ACDGroup, Agent, AgentHandler, AgentSession, and Queue. All of these objects can be extended to provide implementation-specific methods. In addition, the ITTAPICallCenter interface on the TAPI object provides methods to enumerate AgentHandler objects.

Call center interface Description
ITACDGroup Gets name and queue information for an ACD group.
ITACDGroupEvent Gets description of ACD group events.
ITAgent Provides methods to set and get information concerning an agent.
ITAgentEvent Notification interface for ITAgent.
ITAgentHandler Provides methods to create Agent objects and enumerate ACD groups.
ITAgentHandlerEvent Gets description of AgentHandler events.
ITAgentSession Provides methods to set and get information concerning an agent session.
ITAgentSessionEvent Notification interface for ITAgentSession.
ITQueue Gets and sets information concerning a queue.
ITQueueEvent Gets information concerning a queue event.
IEnumACDGroup Enumerates ITACDGroup.
IEnumAgent Enumerates ITAgent.
IEnumAgentHandler Enumerates ITAgentHandler.
IEnumAgentSession Enumerates ITAgentSession.
IEnumQueue Enumerates ITQueue.

 

The following interfaces enumerate TAPI 3.x elements according to COM standards. These interfaces constitute stand-alone objects, and are also summarized with their related objects.

Enumerator interface Description
IEnumACDGroup Enumerates ITACDGroup.
IEnumAgent Enumerates ITAgent.
IEnumAgentHandler Enumerates ITAgentHandler.
IEnumAgentSession Enumerates ITAgentSession.
IEnumQueue Enumerates ITQueue.

 

The event (notification) interfaces allow a TAPI 3.x application to respond to asynchronous events. You must call the ITTAPI::put_EventFilter method and set an event filter mask to enable reception of request events. If you do not call ITTAPI::put_EventFilter, your application will not receive any events.

Event interface Description
ITACDGroupEvent Retrieves the description of Automatic Call Distribution (ACD) group events.
ITAgentEvent Retrieves the description of agent events.
ITAgentHandlerEvent Retrieves the description of agent handler events.
ITAgentSessionEvent Retrieves the description of agent session events.