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

Public Member Functions

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. More...

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. More...

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

More...

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

More...

void hidePopup ()

Close the inbound item popup window previously created by Item.showPopup(). More...

void accept ()

Accept the item. More...

void stop ()

Reject the inbound item without accepting. More...

void complete ()

Complete the item. Once this request is called, the item is completed and Item object is destroyed. More...

void activate ()

Activate the item. Only one item can be active at any single moment; activating an item automatically deactivates currently active item. More...

void flag (bool flagged)

Set or clear flag on the item for reporting. More...

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

Set disposition for an item. More...

ResultCode sendScreenPop (KVList data)

Send screenpop information More...

Properties
string	id `[get]`
	Unique item ID. More...

string	globalInteractionId `[get]`
	Global Interaction ID. More...

DateTime	startTime `[get]`
	Item stat time. More...

string	stepId `[get]`
	ID of the interaction step currently associated with the item. More...

bool	wasAnswered `[get]`
	Specifies if the item was answered (accepted) by user. More...

bool	isFlagged `[get]`
	Specifies if the item is flagged by user. More...

ItemState	state `[get]`
	Specifies the current item's state. More...

Direction	direction `[get]`
	Item direction. More...

string?	callId `[get]`
	ID of the Call object associated with an item, if any. More...

Call	call `[get]`
	Reference to the Call object associated with an item, if any. More...

KVList	screenPopData `[get, set]`
	Screenpop data. This is KVList, actual content is defined by server and client implementation. More...

MediaType	mediaType `[get]`
	Item's media type. More...

InteractionType	interactionType `[get]`
	Item's interaction type. More...

string	serviceId `[get]`
	ID of the service associated with an item, if any. More...

Service?	service `[get]`
	Reference to the Service object associated with an item, if any. More...

string	dispositionId `[get]`
	ID of the disposition set for an item, if any. More...

string	dispositionNotes `[get]`
	Disposition notes for an item. More...

DateTime?	reschFrom `[get]`
	For rescheduling, the start of the reschedule time frame. More...

DateTime?	reschTo `[get]`
	For rescheduling, the end of the reschedule time frame. More...

string	reschPhone `[get]`
	For rescheduling, the phone number the call should be initiated to when rescheduled. More...

string	reschTZ `[get]`
	For rescheduling, the timezone for the reschedule time frame. More...

int	deliveredDuration `[get]`
	Returns the duration of the active media phase of the item (in seconds). More...

bool	isQm `[get]`
	Specifies if the item is a Quality Management (agent monitoring). Supervisors only. More...

bool	isRecordingBanned `[get]`
	Specifies if call recording is banned by caller. More...

bool	isMonitoringBanned `[get]`
	Specifies if call monitoring is banned by caller. More...

bool	isMonitored `[get]`
	Specifies if an item is being monitored by the supervisor. More...

string	monitorMode `[get]`
	Specifies the monitoring mode (only when isQm is True). More...

string	monitoredItemId `[get]`
	Specifies the ID of the item being monitored (only when isQm is True). More...

string	workitemId `[get]`
	ID of the workitem associated with and item. More...

Workitem?	workitem `[get]`
	Workitem object associated with and item. Only available after ItemWorkitemDataReadyCallback More...

KVList	applicationData `[get]`
	??? More...

KVList	attachedData `[get]`
	Application data associated with an item. Actual content is specified by server's scenario's Attach Data blocks. More...

KVList	desktopData `[get]`
	Client (desktop) data. More...

KVList	extChatData `[get]`
	The web/mobile chat data. Defined by chat scenario and only applicable to items of Chat media. More...

bool	userPromptPlaying `[get]`
	Specifies if user defined promtp is being playing on the item (voice media only). More...

string	failedItemId `[get]`
	??? More...

string	priorItemId `[get]`
	For related items, specifies the ID of the previous item in chain. More...

Detailed Description

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

Member Function Documentation

◆ accept()

void ADAPI.Item.accept ( )

Accept the item.

◆ activate()

void ADAPI.Item.activate ( )

Activate the item. Only one item can be active at any single moment; activating an item automatically deactivates currently active item.

◆ complete()

void ADAPI.Item.complete ( )

Complete the item. Once this request is called, the item is completed and Item object is destroyed.

◆ 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

◆ hidePopup()

void ADAPI.Item.hidePopup ( )

Close the inbound item popup window previously created by Item.showPopup().

◆ 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

◆ stop()

void ADAPI.Item.stop ( )

Reject the inbound item without accepting.

◆ updatePopupButton()

void ADAPI.Item.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

◆ updatePopupLine()

void ADAPI.Item.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

Property Documentation

◆ applicationData

KVList ADAPI.Item.applicationData

get

???

◆ attachedData

KVList ADAPI.Item.attachedData

get

Application data associated with an item. Actual content is specified by server's scenario's Attach Data blocks.

◆ call

Call ADAPI.Item.call

get

Reference to the Call object associated with an item, if any.

◆ callId

string? ADAPI.Item.callId

get

ID of the Call object associated with an item, if any.

◆ deliveredDuration

int ADAPI.Item.deliveredDuration

get

Returns the duration of the active media phase of the item (in seconds).

◆ desktopData

KVList ADAPI.Item.desktopData

get

Client (desktop) data.

◆ direction

Direction ADAPI.Item.direction

get

Item direction.

◆ dispositionId

string ADAPI.Item.dispositionId

get

ID of the disposition set for an item, if any.

◆ dispositionNotes

string ADAPI.Item.dispositionNotes

get

Disposition notes for an item.

◆ extChatData

KVList ADAPI.Item.extChatData

get

The web/mobile chat data. Defined by chat scenario and only applicable to items of Chat media.

◆ failedItemId

string ADAPI.Item.failedItemId

get

???

◆ globalInteractionId

string ADAPI.Item.globalInteractionId

get

Global Interaction ID.

◆ id

string ADAPI.Item.id

get

Unique item ID.

◆ interactionType

InteractionType ADAPI.Item.interactionType

get

Item's interaction type.

◆ isFlagged

bool ADAPI.Item.isFlagged

get

Specifies if the item is flagged by user.

◆ isMonitored

bool ADAPI.Item.isMonitored

get

Specifies if an item is being monitored by the supervisor.

◆ isMonitoringBanned

bool ADAPI.Item.isMonitoringBanned

get

Specifies if call monitoring is banned by caller.

◆ isQm

bool ADAPI.Item.isQm

get

Specifies if the item is a Quality Management (agent monitoring). Supervisors only.

◆ isRecordingBanned

bool ADAPI.Item.isRecordingBanned

get

Specifies if call recording is banned by caller.

◆ mediaType

MediaType ADAPI.Item.mediaType

get

Item's media type.

◆ monitoredItemId

string ADAPI.Item.monitoredItemId

get

Specifies the ID of the item being monitored (only when isQm is True).

◆ monitorMode

string ADAPI.Item.monitorMode

get

Specifies the monitoring mode (only when isQm is True).

◆ priorItemId

string ADAPI.Item.priorItemId

get

For related items, specifies the ID of the previous item in chain.

◆ reschFrom

DateTime? ADAPI.Item.reschFrom

get

For rescheduling, the start of the reschedule time frame.

◆ reschPhone

string ADAPI.Item.reschPhone

get

For rescheduling, the phone number the call should be initiated to when rescheduled.

◆ reschTo

DateTime? ADAPI.Item.reschTo

get

For rescheduling, the end of the reschedule time frame.

◆ reschTZ

string ADAPI.Item.reschTZ

get

For rescheduling, the timezone for the reschedule time frame.

◆ screenPopData

KVList ADAPI.Item.screenPopData

getset

Screenpop data. This is KVList, actual content is defined by server and client implementation.

◆ service

Service? ADAPI.Item.service

get

Reference to the Service object associated with an item, if any.

◆ serviceId

string ADAPI.Item.serviceId

get

ID of the service associated with an item, if any.

◆ startTime

DateTime ADAPI.Item.startTime

get

Item stat time.

◆ state

ItemState ADAPI.Item.state

get

Specifies the current item's state.

◆ stepId

string ADAPI.Item.stepId

get

ID of the interaction step currently associated with the item.

◆ userPromptPlaying

bool ADAPI.Item.userPromptPlaying

get

Specifies if user defined promtp is being playing on the item (voice media only).

◆ wasAnswered

bool ADAPI.Item.wasAnswered

get

Specifies if the item was answered (accepted) by user.

◆ workitem

Workitem? ADAPI.Item.workitem

get

Workitem object associated with and item. Only available after ItemWorkitemDataReadyCallback

◆ workitemId

string ADAPI.Item.workitemId

get

ID of the workitem associated with and item.

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

Branches/5.5.1/Client/AgentDesktopApi/ADAPI/AuxClasses.cs

Public Member Functions

Properties

Detailed Description

Member Function Documentation

◆ accept()

◆ activate()

◆ complete()

◆ disposition()

◆ flag()

◆ hidePopup()

◆ sendScreenPop()

◆ showPopup()

◆ showPopupV2()

◆ stop()

◆ updatePopupButton()

◆ updatePopupLine()

Property Documentation

◆ applicationData

◆ attachedData

◆ call

◆ callId

◆ deliveredDuration

◆ desktopData

◆ direction

◆ dispositionId

◆ dispositionNotes

◆ extChatData

◆ failedItemId

◆ globalInteractionId

◆ id

◆ interactionType

◆ isFlagged

◆ isMonitored

◆ isMonitoringBanned

◆ isQm

◆ isRecordingBanned

◆ mediaType

◆ monitoredItemId

◆ monitorMode

◆ priorItemId

◆ reschFrom

◆ reschPhone

◆ reschTo

◆ reschTZ

◆ screenPopData

◆ service

◆ serviceId

◆ startTime

◆ state

◆ stepId

◆ userPromptPlaying

◆ wasAnswered

◆ workitem

◆ workitemId