ADAPI.Item Class Reference

Class describes one item (interaction) assigned to the user. This maybe phone call, chat session etc. More...

Public Member Functions
void	requestVariables (params string[] varNames)
	Creates and sends "agent_get_scenario_variables" message.
void	setVariable (string varName, KVList value, bool autoFlush=true)
	Sets KVList of variables.
void	setVariable (string varName, string value, bool autoFlush=true)
	Sets single KV Pair variable.
void	flushVariables ()
	Composes and sends the “agent_set_scenario_variables” message.
void	showPopup (string title, string parentTitle, string line1, string line2, string line3, string line4, string labelAnswer, string labelScreen, string labelHangup)
	Show the inbound item popup window. The window has the icon reflecting its media type, four lines of text and threee buttons.
void	showPopupV2 (string title, string parentTitle, string[] lines, string labelAnswer, string labelScreen, string labelHangup, ContactSource source, CustomerSegment segment, string photoUrl)
	Show the inbound item popup window (v2). The window has the icon reflecting its media type, up to 6 lines of text, customer photo, segment and source and threee buttons.
void	updatePopupLine (int lineId, string text)
	Update the inbound item popup window line text. Parameters lineId ID of the line to be updated; 0 to 3 text New content of the text line .
void	updatePopupButton (PopupAction button, string label, bool show)
	Update the inbound item popup window button status and label. Parameters button ID of the button to update label New text label of the button show Boolean flag specifying if button should be shown or hidden .
void	hidePopup ()
	Close the inbound item popup window previously created by Item.showPopup().
void	accept ()
	Accept the item.
void	stop ()
	Reject the inbound item without accepting.
void	complete ()
	Complete the item. Once this request is called, the item is completed and Item object is destroyed.
void	activate ()
	Activate the item. Only one item can be active at any single moment; activating an item automatically deactivates currently active item.
void	flag (bool flagged)
	Set or clear flag on the item for reporting.
ResultCode	disposition (string dispositionId, string notes, DateTime? reschFrom, DateTime? reschTo, string reschPhone, string reschTZ, bool bVoiceSignature)
	Set disposition for an item.
ResultCode	sendScreenPop (KVList data)
	Send screenpop information.

Properties
string	id [get]
	Unique item ID.
string	globalInteractionId [get]
	Global Interaction ID.
DateTime	startTime [get]
	Item stat time.
string	stepId [get]
	ID of the interaction step currently associated with the item.
bool	wasAnswered [get]
	Specifies if the item was answered (accepted) by user.
bool	isFlagged [get]
	Specifies if the item is flagged by user.
ItemState	state [get]
	Specifies the current item's state.
Direction	direction [get]
	Item direction.
string	callId [get]
	ID of the Call object associated with an item, if any.
Call	call [get]
	Reference to the Call object associated with an item, if any.
KVList	screenPopData [get, set]
	Screenpop data. This is KVList, actual content is defined by server and client implementation.
MediaType	mediaType [get]
	Item's media type.
InteractionType	interactionType [get]
	Item's interaction type.
string	serviceId [get]
	ID of the service associated with an item, if any.
Service	service [get]
	Reference to the Service object associated with an item, if any.
string	dispositionId [get]
	ID of the disposition set for an item, if any.
string	dispositionNotes [get]
	Disposition notes for an item.
DateTime?	reschFrom [get]
	For rescheduling, the start of the reschedule time frame.
DateTime?	reschTo [get]
	For rescheduling, the end of the reschedule time frame.
string	reschPhone [get]
	For rescheduling, the phone number the call should be initiated to when rescheduled.
string	reschTZ [get]
	For rescheduling, the timezone for the reschedule time frame.
int	deliveredDuration [get]
	Returns the duration of the active media phase of the item (in seconds).
bool	isQm [get]
	Specifies if the item is a Quality Management (agent monitoring). Supervisors only.
bool	isRecordingBanned [get]
	Specifies if call recording is banned by caller.
bool	isMonitoringBanned [get]
	Specifies if call monitoring is banned by caller.
bool	isMonitored [get]
	Specifies if an item is being monitored by the supervisor.
string	monitorMode [get]
	Specifies the monitoring mode (only when isQm is True).
string	monitoredItemId [get]
	Specifies the ID of the item being monitored (only when isQm is True).
string	workitemId [get]
	ID of the workitem associated with and item.
Workitem	workitem [get]
	Workitem object associated with and item. Only available after ItemWorkitemDataReadyCallback.
KVList	applicationData [get]
	???
KVList	attachedData [get]
	Application data associated with an item. Actual content is specified by server's scenario's Attach Data blocks.
KVList	desktopData [get]
	Client (desktop) data.
KVList	extChatData [get]
	The web/mobile chat data. Defined by chat scenario and only applicable to items of Chat media.
bool	userPromptPlaying [get]
	Specifies if user defined promtp is being playing on the item (voice media only).
string	failedItemId [get]
	???
KVList	scenarioVariables [get]
	KVList container for scenario variables.
string	priorItemId [get]
	For related items, specifies the ID of the previous item in chain.

Detailed Description

Class describes one item (interaction) assigned to the user. This maybe phone call, chat session etc.

Member Function Documentation

disposition()

ResultCode ADAPI.Item.disposition	(	string	dispositionId,
		string	notes,
		DateTime?	reschFrom,
		DateTime?	reschTo,
		string	reschPhone,
		string	reschTZ,
		bool	bVoiceSignature )

Set disposition for an item.

Parameters

dispositionId	Disposition ID. Should be one of dispositions configured for the item's service
notes	Disposition notes
reschFrom	For rescheduling, the start of the reschedule time frame
reschTo	For rescheduling, the end of the reschedule time frame
reschPhone	For rescheduling, the phone number for the next call
reschTZ	For rescheduling, the reschedule time frame time zone
bVoiceSignature	Marks item as having voice signature

Returns

Result code

flag()

void ADAPI.Item.flag

(

bool

flagged

)

Set or clear flag on the item for reporting.

Parameters

flagged

Set flag if True, clear flag is False

sendScreenPop()

ResultCode ADAPI.Item.sendScreenPop

(

KVList

data

)

Send screenpop information.

Parameters

data	Screenpop data

Returns

Result code

showPopup()

void ADAPI.Item.showPopup	(	string	title,
		string	parentTitle,
		string	line1,
		string	line2,
		string	line3,
		string	line4,
		string	labelAnswer,
		string	labelScreen,
		string	labelHangup )

Show the inbound item popup window. The window has the icon reflecting its media type, four lines of text and threee buttons.

Parameters

title	Title for the popup window
parentTitle	Title of the popup parent window.
line1	Content of the first text line
line2	Content of the second text line
line3	Content of the third text line
line4	Content of the fourth text line
labelAnswer	Label for the "Answer" button. Clicking this button closes the popup and raises the AgentPlace.itemPopupClosedCallback event.
labelScreen	Label for the "See Screen" button. Clicking this button attempts to bring the popup/s parent window on top.
labelHangup	Label for the "Hangup" button. Clicking this button closes the popup and raises the AgentPlace.itemPopupClosedCallback event.

showPopupV2()

void ADAPI.Item.showPopupV2	(	string	title,
		string	parentTitle,
		string[]	lines,
		string	labelAnswer,
		string	labelScreen,
		string	labelHangup,
		ContactSource	source,
		CustomerSegment	segment,
		string	photoUrl )

Show the inbound item popup window (v2). The window has the icon reflecting its media type, up to 6 lines of text, customer photo, segment and source and threee buttons.

Parameters

title	Title for the popup window
parentTitle	Title of the popup parent window.
lines	Array of up to 6 text lines
labelAnswer	Label for the "Answer" button. Clicking this button closes the popup and raises the AgentPlace.itemPopupClosedCallback event.
labelScreen	Label for the "See Screen" button. Clicking this button attempts to bring the popup/s parent window on top.
labelHangup	Label for the "Hangup" button. Clicking this button closes the popup and raises the AgentPlace.itemPopupClosedCallback event.
source	Customer source
segment	Customer segment
photoUrl	Customer photo URL

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The documentation for this class was generated from the following file:

• /Users/avl/projects/GitHub/BrightPattern/5.36.0/Client/AgentDesktopApi/ADAPI/AuxClasses.cs