Call Center Controls Quick Reference
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. |