ITAgent interface (tapi3cc.h)
Agents are the heart of a call center. They are responsible for receiving and processing incoming calls and, at times, making outgoing calls to customers or prospects. The following methods create the ITAgent interface:
See About Call Center Controls for additional information.
Inheritance
The ITAgent interface inherits from the IDispatch interface. ITAgent also has these types of members:
Methods
The ITAgent interface has these methods.
| ITAgent::CreateSession The ITAgent::CreateSession method (tapi3cc.h) creates a new agent session for the input ACD group and address. |
| ITAgent::CreateSessionWithPIN The ITAgent::CreateSessionWithPIN method (tapi3cc.h) creates a new agent session for the input ACD group and address, with Personal Identification Number (PIN). |
| ITAgent::EnumerateAgentSessions The ITAgent::EnumerateAgentSessions method (tapi3cc.h) enumerates the current agent sessions. |
| ITAgent::get_AgentSessions The ITAgent::get_AgentSessions method (tapi3cc.h) creates a collection of current agent sessions. |
| ITAgent::get_ID The ITAgent::get_ID method (tapi3cc.h) gets an agent's ID. |
| ITAgent::get_MeasurementPeriod The ITAgent::get_MeasurementPeriod method (tapi3cc.h) gets the measurement period for which the switch and/or implementation stores and calculates information. |
| ITAgent::get_NumberOfACDCalls The ITAgent::get_NumberOfACDCalls method (tapi3cc.h) gets the number of ACD calls handled by this agent across all sessions. |
| ITAgent::get_NumberOfIncomingCalls The ITAgent::get_NumberOfIncomingCalls method (tapi3cc.h) gets the number of incoming non-ACD calls handled by this agent. |
| ITAgent::get_NumberOfOutgoingCalls The ITAgent::get_NumberOfOutgoingCalls method (tapi3cc.h) gets the number of outgoing non-ACD calls handled during by this agent. |
| ITAgent::get_OverallCallRate The ITAgent::get_OverallCallRate method (tapi3cc.h) gets an agent's call rate across all sessions. |
| ITAgent::get_State The ITAgent::get_State method (tapi3cc.h) gets the state of an agent session. |
| ITAgent::get_TotalACDCallTime The ITAgent::get_TotalACDCallTime method (tapi3cc.h) gets the number of seconds spent on ACD calls by this agent, across all sessions. |
| ITAgent::get_TotalACDTalkTime The ITAgent::get_TotalACDTalkTime method (tapi3cc.h) gets the number of seconds spent talking in ACD calls by this agent, across all sessions. |
| ITAgent::get_TotalWrapUpTime The ITAgent::get_TotalWrapUpTime method (tapi3cc.h) gets the number of seconds spent on ACD call wrap-up by this agent, across all sessions. |
| ITAgent::get_User The ITAgent::get_User method (tapi3cc.h) gets the agent user name, which is the same as the operating system user login or e-mail name. |
| ITAgent::put_MeasurementPeriod The ITAgent::put_MeasurementPeriod method (tapi3cc.h) sets the period (in seconds) for which the switch and/or implementation stores and calculates information. |
| ITAgent::put_State The ITAgent::put_State method (tapi3cc.h) sets the state of an agent session. |
Requirements
| Requirement | Value |
|---|---|
| Target Platform | Windows |
| Header | tapi3cc.h (include Tapi3.h) |