usupervisor-com.pdf

uSupervisor COM API

Developer Developer Series Ser ies Altitude uCI 7

Altitude Software Tel. +351-21-4129800 Fax. +351-21-4129890 [email protected] www.altitude.com

First released: 2003-09 Last revised: 2009-02 Published: 2010-03-31

Contents What is the uSupervisor COM API......................................................... API............................................................................... ......................8 8 What is an application.......................................................................................................................8 What is a wallboard driver....................................... driver.................................................................................................................9 ..........................................................................9 What is a property page.....................................................................................................................9 Wallboard Connector architecture.............................................................................. architecture...................................................................................................10 .....................10

New functionality................. functionality....................................... ............................................. ............................................. ............................................ .......................11 .11 New functionality in Altitude uCI 7................................................................................................11 New functionality in Altitude uCI 6.2.............................................................................................12 New functionality in Altitude uCI 6.1.............................................................................................13

How to upgrade programs................................ programs...................................................... ............................................ ......................................16 ................16 How to upgrade from Altitude uCI 6.2 to Altitude uCI 7.1.............................................................16 How to upgrade from Easyphone 5.1 to Altitude uCI 6.1...............................................................16

How to use the t he uSupervisor COM API........................................ API.............................................................. ...............................18 .........18 How to install the uSupervisor COM API.......................................................................................18 API.......................................................................................18 How to create an application project...............................................................................................18 How to create a wallboard driver project.........................................................................................19 How to create a property pages project...........................................................................................19 How to add a project reference to UCIPresentation........................................................................19 How to handle exceptions............................................................................................................ exceptions................................................................................................................20 ....20 What are RegDirectory paths...........................................................................................................21 paths...........................................................................................................21 How to handle the shutdown event..................................................................................................21 event..................................................................................................21 How to run a wallboard driver................................. driver.........................................................................................................21 ........................................................................21 How to display a property page.......................................................................................................22 How to install wallboards................................................................................................................22

Examples of applications...................................... applications............................................................ ............................................ ..................................24 ............24 How to set the Assisted Server of fline.............................................................................................24 How to suspend all active campaigns..............................................................................................25 How to modify a value stored in the Assisted Server registry.........................................................26 How to copy the agent and team assignments to a second campaign.............................................26 How to count the number of rejected contacts................................................................................27 How to add or change a contact phone............................................................................................28 phone............................................................................................28 How to add or change a contact attribute........................................................................................28 How to create a new contact............................................................................................................29

Sample wallboard driver...................................... driver............................................................ ............................................ ..................................31 ............31 How to create the sample wallboard driver.....................................................................................31 driver.....................................................................................31 Sample wallboard driver code.........................................................................................................31 How to run the sample wallboard driver.................................. driver..........................................................................................34 ........................................................34

Sample property page....................................... page............................................................. ............................................ ......................................35 ................35 How to create the sample property page..................................................................................... page..........................................................................................35 .....35 Sample property page code........................................................................ code..............................................................................................................35 ......................................35 How to display the sample property page.................................................................................... page........................................................................................37 ....37

Reference........................ Referenc e.............................................. ............................................ ............................................ ............................................. ..............................38 .......38

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Contents What is the uSupervisor COM API......................................................... API............................................................................... ......................8 8 What is an application.......................................................................................................................8 What is a wallboard driver....................................... driver.................................................................................................................9 ..........................................................................9 What is a property page.....................................................................................................................9 Wallboard Connector architecture.............................................................................. architecture...................................................................................................10 .....................10

New functionality................. functionality....................................... ............................................. ............................................. ............................................ .......................11 .11 New functionality in Altitude uCI 7................................................................................................11 New functionality in Altitude uCI 6.2.............................................................................................12 New functionality in Altitude uCI 6.1.............................................................................................13

How to upgrade programs................................ programs...................................................... ............................................ ......................................16 ................16 How to upgrade from Altitude uCI 6.2 to Altitude uCI 7.1.............................................................16 How to upgrade from Easyphone 5.1 to Altitude uCI 6.1...............................................................16

How to use the t he uSupervisor COM API........................................ API.............................................................. ...............................18 .........18 How to install the uSupervisor COM API.......................................................................................18 API.......................................................................................18 How to create an application project...............................................................................................18 How to create a wallboard driver project.........................................................................................19 How to create a property pages project...........................................................................................19 How to add a project reference to UCIPresentation........................................................................19 How to handle exceptions............................................................................................................ exceptions................................................................................................................20 ....20 What are RegDirectory paths...........................................................................................................21 paths...........................................................................................................21 How to handle the shutdown event..................................................................................................21 event..................................................................................................21 How to run a wallboard driver................................. driver.........................................................................................................21 ........................................................................21 How to display a property page.......................................................................................................22 How to install wallboards................................................................................................................22

Examples of applications...................................... applications............................................................ ............................................ ..................................24 ............24 How to set the Assisted Server of fline.............................................................................................24 How to suspend all active campaigns..............................................................................................25 How to modify a value stored in the Assisted Server registry.........................................................26 How to copy the agent and team assignments to a second campaign.............................................26 How to count the number of rejected contacts................................................................................27 How to add or change a contact phone............................................................................................28 phone............................................................................................28 How to add or change a contact attribute........................................................................................28 How to create a new contact............................................................................................................29

Sample wallboard driver...................................... driver............................................................ ............................................ ..................................31 ............31 How to create the sample wallboard driver.....................................................................................31 driver.....................................................................................31 Sample wallboard driver code.........................................................................................................31 How to run the sample wallboard driver.................................. driver..........................................................................................34 ........................................................34

Sample property page....................................... page............................................................. ............................................ ......................................35 ................35 How to create the sample property page..................................................................................... page..........................................................................................35 .....35 Sample property page code........................................................................ code..............................................................................................................35 ......................................35 How to display the sample property page.................................................................................... page........................................................................................37 ....37

Reference........................ Referenc e.............................................. ............................................ ............................................ ............................................. ..............................38 .......38

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UCIPresentation interface......................................................... interface................................................................................................................38 .......................................................38 Instances..............................................................................................................................38 setClientProcessID...............................................................................................................38 setClientProcessID32...........................................................................................................38 Version.................................................................................................................................38 PropertyPages interface............................................................ interface...................................................................................................................39 .......................................................39 UCIDesign...........................................................................................................................39 MiddleDriver interface....................................................................................................................39 BootWallboard.....................................................................................................................39 ClassTerminate....................................................................................................................40 UCIAgent interface................................................................... interface..........................................................................................................................40 .......................................................40 Code.....................................................................................................................................40 Name....................................................................................................................................40 PositionID............................................................................................................................41 Idle.......................................................................................................................................41 UCIAgents interface................................................................. interface........................................................................................................................41 .......................................................41 Count...................................................................................................................................41 Item......................................................................................................................................41 UCICampaign interface............................................................ interface...................................................................................................................42 .......................................................42 Activate................................................................................................................................42 AssignAgent........................................................................................................................42 AssignedAgents...................................................................................................................43 AssignTeam.........................................................................................................................43 AssignedTeams....................................................................................................................43 AvgIdleTime........................................................................................................................44 Close....................................................................................................................................44 Code.....................................................................................................................................44 Contacts...............................................................................................................................44 DeAssignAgent....................................................................................................................45 DeAssignTeam.....................................................................................................................45 DialRule...............................................................................................................................45 EmailAlertingInteractions...................................................................................................46 EmailAlertingInteractionsAlarmLevel................................................................................46 EmailAlertingTime..............................................................................................................46 EmailAverageW EmailAverageWaitingTime........................................................ aitingTime..................................................................................................46 ..........................................46 EmailInboundHandledInteractions......................................................................................47 EmailInteractionsInQueue...................................................................................................47 EmailInteractionInQueueAlarmLevel.................................................................................47 EmailOfferedInteractions....................................................................................................47 EmailOldestWaitingInteraction...........................................................................................47 EmailOldestWaitingInteractionAlarmLevel........................................................................48 EmailOutboundHandledInteractions...................................................................................48 EmailProfiles.......................................................................................................................48 EmailServiceLevel...............................................................................................................48 EmailServiceLevelAlarmLevel............................................................................................48 ForeseenEnd........................................................................................................................49

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ForeseenStart.......................................................................................................................49 MoveContactsToCampaign.................................................................................................49 Name....................................................................................................................................49 Open.....................................................................................................................................50 OutEMailGateway...............................................................................................................50 OutEMailSenderAddress ....................................................................................................50 PM_InboundRate.................................................................................................................50 PM_NuisanceForceType......................................................................................................51 PM_PacingMode.................................................................................................................51 PM_PowerDialPause...........................................................................................................52 PM_ReqNuisanceLevel.......................................................................................................52 PM_ReqNuisanceRatio.......................................................................................................52 PM_RonaTimeoutPreview...................................................................................................53 PM_WrapupTimeoutPreview..............................................................................................53 ReadyAgents .......................................................................................................................53 ReadyAgentsAlarmLevel....................................................................................................53 RescheduleContact..............................................................................................................54 ResubmitContact.................................................................................................................55 SetAgentNotReady..............................................................................................................56 SetAgentReady....................................................................................................................56 Status...................................................................................................................................57 Suspend................................................................................................................................57 TelephonyAlertingInteractions............................................................................................58 TelephonyAlertingInteractionsAlarmLevel.........................................................................58 TelephonyAlertingTime.......................................................................................................58 TelephonyAverageWaitingTime..........................................................................................58 TelephonyDialedInteractions...............................................................................................58 TelephonyInboundAbandonedInteractions..........................................................................59 TelephonyInboundHandledInteractions...............................................................................59 TelephonyInteractionsInQueue............................................................................................59 TelephonyInteractionsInQueueAlarmLevel.........................................................................59 TelephonyNuisanceInteractions...........................................................................................59 TelephonyOfferedInteractions.............................................................................................60 TelephonyOldestWaitingInteraction....................................................................................60 TelephonyOldestWaitingInteractionAlarmLevel.................................................................60 TelephonyOutboundHandledInteractions............................................................................60 TelephonyServiceLevel........................................................................................................60 TelephonyServiceLevelAlarmLevel....................................................................................61 WebCollaborationAlertingInteractions................................................................................61 WebCollaborationAlertingInteractionsAlarmLevel.............................................................61 WebCollaborationAlertingTime..........................................................................................61 WebCollaborationAverageWaitingTime..............................................................................62 WebCollaborationInboundHandledInteractions..................................................................62 WebCollaborationInteractionsInQueue...............................................................................62 WebCollaborationInteractionsInQueueAlarmLevel............................................................62 WebCollaborationOfferedInteractions.................................................................................62

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WebCollaborationOldestWaitingInteraction........................................................................63 WebCollaborationOldestWaitingInteractionAlarmLevel....................................................63 WebCollaborationServiceLevel...........................................................................................63 WebCollaborationServiceLevelAlarmLevel........................................................................63 UCICampaigns interface.................................................................................................................64 Count...................................................................................................................................64 Clone....................................................................................................................................64 Item......................................................................................................................................65 UCIClientAttribute interface...........................................................................................................65 Name....................................................................................................................................65 Type.....................................................................................................................................65 Value....................................................................................................................................66 UCIClientAttributes interface..........................................................................................................66 Count...................................................................................................................................66 Item......................................................................................................................................66 UCIContact interface.......................................................................................................................67 easyCode..............................................................................................................................67 CampaignShortName...........................................................................................................67 AgentUserName..................................................................................................................67 DialRuleName.....................................................................................................................68 Phones..................................................................................................................................68 ClientAttributes....................................................................................................................68 Moment................................................................................................................................68 Priority.................................................................................................................................69 Status...................................................................................................................................69 UCIContacts interface.....................................................................................................................69 CreateContact......................................................................................................................70 Get.......................................................................................................................................70 Insert....................................................................................................................................70 Update..................................................................................................................................71 Delete...................................................................................................................................71 Count...................................................................................................................................72 UCIDialRules interface...................................................................................................................72 Count...................................................................................................................................72 Item......................................................................................................................................73 UCIEmailProfile interface...............................................................................................................73 Code.....................................................................................................................................73 EMailAddress......................................................................................................................73 EmailGateway......................................................................................................................73 password..............................................................................................................................74 userName.............................................................................................................................74 UCIEmailProfiles interface.............................................................................................................74 Count...................................................................................................................................74 Delete...................................................................................................................................74 Insert....................................................................................................................................74 Item......................................................................................................................................75

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UCIInstance interface......................................................................................................................75 ServiceName........................................................................................................................76 Login....................................................................................................................................76 Logout..................................................................................................................................76 IsOnline...............................................................................................................................77 SetOf fline.............................................................................................................................77 SetOnline.............................................................................................................................77 DateAndTime......................................................................................................................78 Agents..................................................................................................................................78 Campaigns...........................................................................................................................78 CentralRegistry....................................................................................................................78 DialRules.............................................................................................................................79 NotReadyReasons................................................................................................................79 PhoneTypes..........................................................................................................................79 Teams...................................................................................................................................79 Event ShutDownWallboard.................................................................................................80 UCIInstances interface....................................................................................................................80 Count...................................................................................................................................80 Item......................................................................................................................................80 UCINotReadyReasons interface......................................................................................................81 Count...................................................................................................................................81 Item......................................................................................................................................81 UCIPhoneTypes interface................................................................................................................82 Count...................................................................................................................................82 Item......................................................................................................................................82 UCIPhone interface.........................................................................................................................82 Name....................................................................................................................................82 Number................................................................................................................................83 UCIPhones interface........................................................................................................................83 Count...................................................................................................................................83 Item......................................................................................................................................83 UCITeam interface...........................................................................................................................84 Code.....................................................................................................................................84 Name....................................................................................................................................84 AssignAgent........................................................................................................................84 AssignedAgents...................................................................................................................85 DeAssignAgent....................................................................................................................85 UCITeams interface.........................................................................................................................85 Count...................................................................................................................................85 Item......................................................................................................................................86 RegDirectory interface.....................................................................................................................86 WorkingDirectory................................................................................................................86 ChangeDirectory..................................................................................................................86 OpenDirectory.....................................................................................................................87 MakeDirectory.....................................................................................................................87 ListDirectories.....................................................................................................................88

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ListKeys...............................................................................................................................88 GetValue..............................................................................................................................88 SetValue...............................................................................................................................89

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What is the uSupervisor COM API The uSupervisor COM API is aimed at Visual Basic developers that must develop property pages and wallboard drivers, or automate contact and campaign management. The uSupervisor COM API can be used by applications written in Visual Basic or other languages that support the COM standard. The API provides access to campaign indicators, contact data, and management operations. The Wallboard connector uses property pages within uSupervisor to con figure a wallboard driver. The property pages use the API to store wallboard con figuration data on the uCI Repository. The wallboard driver uses the API to read campaign indicators and then displays the indicators on the wallboard.

Developer requirements This document assumes technical knowledge of the following: • •

Visual Basic programming language uSupervisor concepts.

What is an application A contact management application is a Windows application written in Visual Basic or other language that supports the COM standard. Typically the application uses the uSupervisor COM API to do the following: • • • •

Create or modify contacts in a campaign. Assign agents to campaigns. Set the Assisted Server online or of fline. Open, activate, suspend, or close campaigns.

Applications typically use the following object classes from the uSupervisor COM API:  (page 38) Starting point of the uSupervisor interface that exports the uSupervisor entities.

UCIPresentation

 (page 75) Represents an Assisted Server instance. You must log in to the Assisted Server instance to access the campaigns and the central registry. You can set the instance online and of fline.

UCIInstance

 (page 42) Represents a campaign at the Assisted Server. Use this object to retrieve information about a particular campaign, such as the service level, the number of alerting calls, and so on. You can also activate and suspend campaigns, and assign agents to work in the campaign.

UCICampaign

 (page 69) Represents the contacts of a campaign at the Assisted Server. You can add and modify contacts, and you can count how many contacts have a given state.

UCIContacts

RegDirectory   (page

86) Represents the registry of the uCI Repository, a structure similar to the Windows registry with directories and keys. Applications can use the registry for persistent storage, or to communicate with other applications.

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What is a wallboard driver A wallboard driver is a Windows application written in Visual Basic or other language that supports the COM standard. Typically the wallboard driver uses the uSupervisor COM API to do the following: • •

Read configuration data from the uCI Repository. Read campaign indicators from the Assisted Server instance.

The application must be registered on the computer running the wallboard manager. When the supervisor executes the operation Boot over a speci fic wallboard, the Windows service launches the wallboard driver through the function BootWallboard in the public class MiddleDriver. The function typically performs the following operations: • • • •

Searches for the name of the instance Logs in to the instance Retrieves the parameters speci fic to the wallboard configuration Initializes the wallboard hardware.

Wallboard drivers use the following object classes from the uSupervisor COM API:  (page 38) Starting point of the uSupervisor interface that exports the uSupervisor entities.

UCIPresentation

 (page 75) Represents an Assisted Server instance. You must log in to the Assisted Server instance to access the campaigns and the central registry.

UCIInstance

 (page 42) Represents a campaign at the Assisted Server. Use this object to retrieve information about a particular campaign, such as the service level, the number of alerting calls, and so on.

UCICampaign

RegDirectory   (page

86) Represents the registry of the uCI Repository, a structure similar to the Windows registry with directories and keys. Property pages typically use the registry to communicate with the wallboard driver.

What is a property page A property page is a COM server DLL with a class PropertyPages that implements the method UCIDesign. uSupervisor uses property pages to con figure a wallboard driver. uSupervisor calls the method UCIDesign to display the property pages in the wallboard panel. The property pages are displayed by a Windows DLL written in Visual Basic or other language that supports the COM standard. The DLL uses the uSupervisor COM API to store wallboard con figuration data on the uCI Repository. The DLL must be registered on the uSupervisor computer. The wallboard driver can read the con figuration data. You can use property pages to define the following: • • • •

What kind of information you want to display in the wallboard. The information includes text and campaign attributes. How the information is displayed. The format depends on the characteristics of each wallboard. How long the information is displayed. The port number to connect the wallboard.

Property pages use the following object classes from the uSupervisor COM API:

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 (page 42) Represents a campaign at the Assisted Server.

UCICampaign

RegDirectory   (page

86) Represents the registry of the uCI Repository, a structure similar to the Windows registry with directories and keys. Property pages typically use the registry to store wallboard con figuration data.

Wallboard Connector architecture The Wallboard Connector can run on a supervisor workstation or on a separate computer. Wallboards are connected to the host computer of the Wallboard Connector. To use wallboards other than DataLine wallboards requires the development of a custom wallboard driver and, optionally, a custom property page.

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New functionality This section describes the new functionality introduced in Altitude uCI releases. The section does not describe small changes to the API that do not introduce improved functionality. All new functionality introduced in Altitude uCI 7.1 was back-ported to Altitude uCI 6.2.

New functionality in Altitude uCI 7 Since Altitude uCI 7 patch 435 the uSupervisor COM API allows moving contacts between campaigns, rescheduling failed contacts, resubmitting contacts, and setting additional properties of campaigns. The class UCICampaign has the following new methods:  MoveContactsToCampaign

Moves contacts from the campaign to a different campaign. The two campaigns must share the same ct_  table. RescheduleContact

Reschedules a failed outbound contact. ResubmitContact

Resubmits a contact of the campaign. The class UCICampaign has the following new properties:  AvgIdleTime

Returns the average idle time of the campaign, in tenths of a second. DialRule

Returns or sets the dial rule of the campaign. EmailProfiles

Returns a collection of UCIEmailProfile objects that represents the email pro files for the mailboxes of  the campaign. ForeseenEnd 

Returns or sets the foreseen end date of the campaign. ForeseenStart

Returns or sets the foreseen start date of the campaign. OutEMailGateway

Returns or sets the outbound email gateway of the campaign. OutEMailSenderAddress

Returns or sets the sender email address of the campaign. PM_InboundRate

Returns or sets the estimated inbound rate of the campaign. PM_NuisanceForceType

Returns or sets the nuisance enforcement policy of the campaign. PM_PacingMode

Returns or sets the pacing mode of the campaign. PM_PowerDialPause

Returns or sets the power dial pause of the campaign, in tenths of a second.

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PM_ReqNuisanceLevel

Returns or sets the requested service level of the campaign. PM_ReqNuisanceRatio

Returns or sets the requested nuisance ratio of the campaign. PM_RonaTimeoutPreview

Returns or sets the redirect on no answer timeout of the campaign, in tenths of a second. PM_WrapupTimeoutPreview

Returns or sets the wrap-up timeout of the campaign for preview dial, in tenths of a second. The new class EmailProfile has the following properties: Code

Returns the code of the email pro file. EMailAddress

Returns or sets the email address of the email pro file. EmailGateway

Returns or sets the code of the email gateway used by the email pro file.  password 

Returns the password of the POP3 account used by the email pro file. userName

Returns or sets the user name of the POP3 account used by the email pro file. Since Altitude uCI 7 patch 418 the uSupervisor COM API allows setting agents ready or not r eady to work in campaigns. The class UCICampaign has the following new methods: SetAgentReady

Sets an agent ready to work in the campaign. SetAgentNotReady

Sets an agent not ready to work in the campaign. If the agent is not ready the method changes the not ready reason of the agent. The class UCIInstance has the following new property:  NotReadyReasons

Returns a collection of not ready reasons de fined on the Assisted Server instance. Since Altitude uCI 7.1 patch 376 the class UCIAgent has the following new property: Idle

Returns the idle time of the agent, in tenths of a second.

New functionality in Altitude uCI 6.2 Most new functionality was back-ported to Altitude uCI 6.1. However, the class UCIAgent has the following new property: PositionID

Position of the agent in the ACD of the telephony switch. Read-write property.

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New functionality in Altitude uCI 6.1 Compared to the old class Instance, the class UCIInstance has the following new properties and methods:  Agents

Returns a collection of UCIAgent objects that represent the agents de fined on the Assisted Server instance. Each UCIAgent object has a Code and a Name. DialRules

Returns a collection with the names of the dial rules de fined on the Assisted Server instance. PhoneTypes

Returns a collection with the names of the phone types de fined on the Assisted Server instance. Teams

Returns a collection of UCITeam objects that represent the teams of agents de fined on the Assisted Server instance. SetOnline

Sets the Assisted Server instance online. SetOffline

Sets the Assisted Server instance of fline. Compared to the old class Campaigns, the class UCICampaigns has the following new method: Clone

Copies the speci fied Assisted Server campaign to another campaign with a new name. Compared to the old class Campaign, the class UCICampaign has new properties for emails and Web collaborations corresponding to the telephony indicators. For example, the old class Campaign has the property AlertingCalls, while the class UCICampaign has the properties TelephonyAlertingInteractions, WebCollaborationAlertingInteractions, and EmailAlertingInteractions. Compared to the old class Campaign, the class UCICampaign has the following new properties and methods: Code

Code of the campaign in the Assisted Server. Contacts

Object UCIContacts that represent the contact list.  AssignedAgents

Returns a collection of UCIAgent objects that represent the campaign agents. Each UCIAgent object has a Code and a Name.  AssignAgent

Assigns an agent to the campaign. DeAssignAgent

Removes an agent from the campaign.  AssignedTeams

Returns a collection of UCITeam objects that represent the campaign teams.  AssignTeam 

Assigns a team to the campaign. DeAssignTeam 

Removes a team from the campaign. Open

Opens the campaign.

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Close

Closes a suspended campaign. Suspend 

Suspends an open campaign.  Activate

Activates a suspended campaign. The new class UCIContacts has the following methods: Get

Retrieves a speci fic contact from the Assisted Server as a UCIContact object. CreateContact

Creates a new UCIContact object for a speci fic campaign. Insert

Adds a new contact to the campaign, represented as a UCIContact object. Returns the easycode of the inserted contact. Update

Updates the contact represented by a UCIContact object on the Assisted Server. Delete

Deletes a contact on the Assisted Server. Count

Counts the number of campaign contacts with the speci fied state. The new class UCIContact has the following properties: easyCode

Code of the contact in the campaign. CampaignShortName

Short name of the campaign. Read-only. Contacts created or retrieved cannot change to another campaign.  AgentUserName

Name of the agent that will handle the contact. DialRuleName

Name of the dial rule associated with the contact. Phones

Collection of UCIPhone objects that represent the phones of the contact. Each UCIPhone object has a Name and a string Number. ClientAttributes

Collection of UCIClientAttribute objects that represent the contact attributes. Each UCIClientAttribute object has a Name, a Type, and a string Value.  Moment

Date and time to make the contact. Priority

Priority of the contact. Status

State of the contact in the campaign. The possible states are Start, Exec, Stop, Done, AbortAgentDeath, Invalid, Rejected, Created, Lock, InAnalysis, Cached, Abort. However, you can only change the state of the contact to Start, Stop, or Created. The new class UCITeam has the following properties and methods:

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Code

Code of the agent.  Name

Short name of the agent.  AssignedAgents

Returns a collection of UCIAgent objects that represent the team members. Each UCIAgent object has a Code and a Name.  AssignAgent

Assigns an agent to the team. DeAssignAgent

Removes an agent from the team.

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How to upgrade programs To upgrade programs that use the uSupervisor COM API, you must revise and recompile your programs as described in this topic. The revised programs maintain functionality, but do not use the new functionality introduced in later releases. To upgrade from Altitude uCI 6.1 to Altitude uCI 6.2, you need only to recompile your program.

How to upgrade from Altitude uCI 6.2 to Altitude uCI 7.1 If you need to access the API for Altitude uCI 6.2 and Altitude uCI 7.1 simultaneously, you can use the object UCIPresentation71 instead of UCIPresentation. Change the handling of exceptions as follows: SERVER_ERROR 

Replace with the exception GENERIC_ERROR. Err.Description will typically describe the error with more detail. UNHANDLED_ERROR 

Replace with the exception GENERIC_ERROR. Err.Description will typically describe the error with more detail.

How to upgrade from Easyphone 5.1 to Altitude uCI 6.1 You can continue to use the Presentation interface from Easyphone 5.1. However, to use the new functionality you must convert your program to use the new UCIPresentation. Rename the classes as follows: Campaign

Rename to UCICampaign. Campaigns

Rename to UCICampaigns. Instance

Rename to UCIInstance. Instances

Rename to UCIInstances. Presentation

Rename to UCIPresentation. Rename calls to the old Campaign methods as follows:  AlertingCalls

Rename to TelephonyAlertingInteractions.  AlertingTime

Rename to TelephonyAlertingTime.  AverageWaitingTime

Rename to TelephonyAverageWaitingTime. CallsInQueue

Rename to TelephonyInteractionsInQueue.

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DialedCalls

Rename to TelephonyDialedInteractions. InboundAbandonedCalls

Rename to TelephonyInboundAbandonedInteractions. InboundHandledCalls

Rename to TelephonyInboundHandledInteractions.  NuisanceCalls

Rename to TelephonyNuisanceInteractions. OfferedCalls

Rename to TelephonyOfferedInteractions. OldestCallInQueue

Rename to TelephonyOldestInteractionInQueue. OldestCallInQueueAlarmLevel

Rename to TelephonyOldestInteractionInQueueAlarmLevel. OutboundHandledCalls

Rename to TelephonyOutboundHandledInteractions. ServiceLevel

Rename to TelephonyServiceLevel. ServiceLevelAlarmLevel

Rename to TelephonyServiceLevelAlarmLevel. Remove calls to old Campaign methods as follows: Close

The UCICampaign method Close closes the campaign instead of stopping to retrieve information about the campaign. To maintain functionality, remove calls to the method. Open

The UCICampaign method Open opens the campaign instead of starting to retrieve information about the campaign. The UCICampaign methods retrieve campaign information automatically. To maintain functionality, remove calls to the method. Attention: Remove calls to the old methods Open and Close!

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How to use the uSupervisor COM API To use the uSupervisor COM API, you must i nstall uSupervisor and then create an appropriate project on the Visual Basic IDE. You must check for errors whenever you call the API, or your application, wallboard driver, or property page may misbehave. Wallboard drivers and property pages must be properly registered to be recognized by uSupervisor or by the Wallboard Connector.

How to install the uSupervisor COM API To develop with the uSupervisor COM API, the Windows development workstation should have the following: • • • • •

Visual Basic 6.0. uSupervisor to install and r egister the uSupervisor COM API. uSupervisor to configure the wallboard using the property page and to boot the wallboard. Wallboard Connector for testing the wallboard driver. Altitude Developer to access the source code of the wallbo ard driver and property page for the DatLine wallboard.

The files required to use the uSupervisor COM API are typically located at C:\Program Files\Altitude\Altitude uCI 7.1\Altitude uSupervisor. The files are as follows: ESupOLE.tlb

Describes the types exported by the uSupervisor COM API. ESupOLE.exe

Provides the uSupervisor COM API.

How to create an application project 1. Create a project in Visual Basic 6 with the following characteristics: Project Type Choose ActiveX EXE. This enables you to launch the driver using the command line without using uSupervisor. Project Name The project name is the name of the wallboard in the Windows registry and also in uSupervisor. For example, SimpleApplication. Start Mode The start mode must be Standalone. 2. Add a reference to the library ESupOLE UCIPresentation. The classes, methods, and constants of the API are now available in the Visual Basic IDE.

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How to create a wallboard driver project 1. Create a project in Visual Basic 6 with the following characteristics: Project Type Choose ActiveX EXE. This enables you to launch the driver using the command line without using uSupervisor. Project Name The project name is the name of the wallboard in the Windows registry and also in uSupervisor. For example, SimpleWalboard. Start Mode The start mode must be Standalone. 2. Add a reference to the library ESupOLE UCIPresentation. The classes, methods, and constants of the API are now available in the Visual Basic IDE. 3. Insert a public class module with the name MiddleDriver.cls and the instancing SingleUse. 4. Implement the method BootWallboard  (page 39) to boot the wallboard.

How to create a property pages project 1. Create a project in Visual Basic 6 with the following characteristics: Project Type For ef ficiency reasons, the application is implemented as a DLL. You should choose ActiveX DLL. Project Name The project name is regarded as the name of the wallboard in the Windows registry and also in uSupervisor. For example, SimpleWallboard. 2. Add a reference to the library ESupOLE UCIPresentation. The classes, methods, and constants of the API are now available in the Visual Basic IDE. 3. Insert a class module with the name PropertyPages.cls. 4. Implement the function UCIDesign to launch the dialog of the property page.

How to add a project reference to UCIPresentation To use the uSupervisor COM API on Visual Basic, choose References from the menu Project to open the dialog box below. Then, check the box ESupOLE UCIPresentation. The classes, methods, and constants of the API are now available in the Visual Basic IDE.

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How to handle exceptions When the uSupervisor COM API generates an exception, the error description is returned in Err.Description. If there is no error, Err.Description is an empty string ( ""). You should catch exceptions. You should protect all the invocation methods and property access. The exceptions are the following: Enum enumErrors INVALID_ENTITY ENTITY_ALREADY_ASSIGNED ENTITY_NOT_ASSIGNED INDEX_INVALID_TYPE INVALID_INDEX_VALUE LARGE_ENTITY_INDEX SERVER_ERROR UNHANDLED_ERROR GENERIC_ERROR INSTANCE_NOT_LOGGED_IN AGENT_ALREADY_LOGGED_IN AGENT_ALREADY_LOGGED_OUT INVALID_AGENT_STATE CAMPAIGN_IS_OPENED CAMPAIGN_IS_SUSPENDED CAMPAIGN_IS_CLOSED CAMPAIGN_IS_TERMINATED CONTACT_INVALID_EASY_CODE CONTACT_ALREADY_EXISTS_IN_DATABASE   CONTACT_DOESNT_EXIST_IN_DATABASE CONTACT_CREATION_ERROR CONTACT_INVALID_AGENT CONTACT_INVALID_DIAL_RULE CONTACT_INVALID_MOMENT CONTACT_NOT_POSSIBLE_TO_UPDATE CONTACT_PHONE_MARKED_FOR_DELETE CLIENT_ATTRIBUTE_INVALID_VALUE End Enum

= = = = = = = = = = = = = = = = = = = = = = = = = = =

100, 101, 102, 103, 104, 105, 106, 107, 108, 110, 120, 121, 122, 130, 131, 132, 133, 140, 141, 142, 143, 144, 145, 146, 147, 148, 150

Related topics

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 How to copy the agent and team assignments to a second campaign (page 26)

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 How to add or change a contact phone (page 28)

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 How to add or change a contact attribute (page 28)

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 How to create a new contact  (page 29)

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Sample wallboard driver code (page 31)

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Sample property page code (page 35)

What are RegDirectory paths RegDirectory paths follow the syntax of Unix directories: •

Directories in paths are separated with slashes ( /). For example, wallboards/127.

• •

Absolute paths start with a slash ( /). For example, /wallboards/127. The root directory is slash ( /).

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Two dots (..) go up one level from the current directory. For example, ../wallboards/128.

Related topics • • •

 How to modify a value stored in the Assisted Server registry (page 26) Sample wallboard driver code (page 31)  RegDirectory interface (page 86) The RegDirectory object accesses values stored on the uCI Repository. The values are organized as

keys in directories. •

Sample property page code (page 35)

How to handle the shutdown event The wallboard driver must handle two different shutdown situations: •

When the Assisted Server shuts down, the event is passed to the method ShutDownWallboard() through a programmer-defined object that is passed during Login.

•

When a supervisor uses uSupervisor to shut down a wallboard, the Windows service Wallboard Connector releases the wallboard driver. In Visual Basic, the driver must react to the release by implementing the method ClassTerminate().

Both methods should log out from the Assisted Server instance and shut down the wallboard hardware. An application must also define an object with the method ShutDownWallboard() and pass an instance of that object during Login. uSupervisor will not release some resources unless the application handles the shutdown event. Related topics •

 Login (page 76)

Logs in the Assisted Server instance. •

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 Event ShutDownWallboard  (page 80) The UCIInstance object sends this event when the supervisor shuts down the wallboard. ClassTerminate  (page 40)

Invoked when the Windows service releases the wallboard driver. •

 How to suspend all active campaigns (page 25)

How to run a wallboard driver To run a wallboard driver, you just have to register the Windows application on the computer running the wallboard manager, as shown below. SimpleWallboard /REGSERVER

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How to display a property page For uSupervisor to display the property pages you must create one entry in the Windows registry at HKEY_LOCAL_MACHINE\SOFTWARE\Altitude\Altitude uCI 7.1\Altitude uSupervisor\Wallboards\SimpleWallboard, replacing SimpleWallboard with the program id of the DLL.

For example, create a file SimpleWallboard.reg with the following on a single long line: HKEY_LOCAL_MACHINE\SOFTWARE\Altitude\Altitude uCI 7.1\ Altitude uSupervisor\Wallboards\SimpleWallboard

The DLL implementing the property pages must be registered on the uSupervisor computer with the tool RegSvr32.

How to install wallboards Connect the wallboards to the host computer and install the Wallboard Connector. You must de fine the wallboard driver and property page. You must then use uSupervisor to add the wallboard to the Assisted Server.

Connect the wallboards Connect the wallboards to the host computer of the Wallboard Connector. You must connect the wallboards in accordance with the instructions supplied by manufacturer.

Install the Wallboard Connector Log in as a user with administrative privileges and run the program setup.exe in the directory WallboardConnector. During the installation, you must de fine the following: Destination directory Enter the directory to install the Wallboard Connector. TCP/IP services Enter the service name and port number of the wallboard driver. Use the default values if possible. Password Enter the password used by the wallboard driver to log in to the Assisted Server. Confirm the password. Windows account Enter the account and domain of the Windows service. The Windows service Altitude uCI 7.1xx Wallboard Connector starts up automatically.

Install the wallboard driver The developer of the custom wallboard driver must provide the wallboard driver. For example, SimpleWallboard.exe. Install the wallboard dr iver on the computer running the Wallboard Connector as follows: Copy the wallboard driver to the Wallboard Connector directory. For example, C:\Program Files\Altitude\Altitude uCI 7.1\Altitude Wallboard Connector\Wallboard\SimpleWallboard.exe.

Register the compiled wallboard driver on the computer running the wallboard connector. For example, register the executable SimpleWallboard.exe as follows: SimpleWallboard /REGSERVER

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Install the property page The developer of the custom wallboard driver may provide a property page DLL. For example, SimpleWallboard.dll. You must install the property page on every computer running uSupervisor that may be used to configure the wallboard. Install the property page as follows: Copy the property page to the uSupervisor directory. For example, C:\Program Files\Altitude\Altitude uCI 7.1\Altitude uSupervisor\SimpleWallboard.dll. Use RegSrv32 to register the property page DLL. For example, register the SimpleWallboard.dll as follows: RegSvr32 SimpleWallboard.dll

Add a key to the Windows registry at HKEY_LOCAL_MACHINE\SOFTWARE\Altitude\Altitude uCI 7.1\Altitude uSupervisor\Wallboards\SimpleWallboard, replacing SimpleWallboard with the program id of the DLL. For example, the driver developer may provide a registry file SimpleWallboard.reg with the required registry key. Install the registry key as follows: regedit SimpleWallboard.reg

Define the wallboards on the Assisted Server Use uSupervisor to define the wallboard to the Assisted Server. If you have several wallboards connected to the same port, enter different names for each wallboard, but keep the same password, TCP/IP name, and port number. To add wallboards, select the command Insert new from the menu Wallboards and enter the following information: Name Enter the name of the wallboard. For example, West_wall. Password Enter the password of the wallboard driver. The password must be the same as the password defined during the installation of the Wallboard Connector. Default access level Enter the default access level of supervisors. Model Select the model of the wallboard. For example, SimpleWallboard. Host Enter the host name and port number of the Wallboard Connector subsystem, separated by a colon (:). For example, pcwest:12094 for the subsystem pcwest at port 12094.

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Examples of applications This section provides several small examples of how to use the uSupervisor COM API.

How to set the Assisted Server offline The example subroutine does the following: • • •

Logs the agent called me with password mypassword into the Assisted Server instance at the computer server, port 1500. If the instance is online, sets the instance of fline. Logs out and ignores possible errors.

Sub SetOffline() Dim presentation As UCIPresentation Dim assistedServer As UCIInstance Dim assistedServerAddress On Error GoTo HandleError Set presentation = New UCIPresentation Set assistedServerAddress = "server:1500" Set assistedServer = _    presentation.Instances(assistedServerAddress) assistedServer.Login "me", "mypassword", Nothing If assistedServer.IsOnline Then   assistedServer.SetOffline End If   assistedServer.Logout HandleError: Exit Sub End Sub

Related topics •

UCIPresentation interface (page 38) The UCIPresentation object is the entry to the Automation server. The object checks the access of t he client to uSupervisor and allows the access to the object that provides a collection of Assisted Server instances.

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UCIInstance interface (page 75) Each UCIInstance object represents one Assisted Server instance. After logging in, the object provides the collection of campaigns, and a set of values organized as keys and server directories.

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 Instances (page 38) Returns a collection of UCIInstance objects in the local Windows registry.

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 Login (page 76) Logs in the Assisted Server instance.

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 IsOnline (page 77) Returns true if the Assisted Server instance is online.

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•

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SetOf   fl ine (page 77) Sets the Assisted Server instance of fline.  Logout  (page 76) Logs out from the Assisted server instance.

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How to suspend all active campaigns The example subroutine does the following: • • • •

Logs the agent called me with password mypassword into the Assisted Server instance at the computer server, port 1500. If the Assisted Server is online, iterates over all campaigns. If a campaign is running, suspends the campaign. Reacts to an unexpected shut down of the Assisted Server by ending the program.

Sub SuspendAll() Dim presentation As UCIPresentation Dim assistedServer As UCIInstance Dim campaign As UCICampaign Dim assistedServerAddress Dim eventsHandler As Object Set presentation = New UCIPresentation Set assistedServerAddress = "server:1500" Set assistedServer = _    presentation.Instances(assistedServerAddress) Set eventsHandler = New MyEvents assistedServer.Login "me", "mypassword", eventsHandler If assistedServer.IsOnline Then For Each campaign In assistedServer.Campaigns If campaign.Status = Running Then   campaign.Suspend End If   Next End If   assistedServer.Logout End Sub

The class module MyEvents defines the following method: Sub ShutDownWallboard() End End Sub

Related topics •

UCIPresentation interface (page 38) The UCIPresentation object is the entry to the Automation server. The object checks the access of t he client to uSupervisor and allows the access to the object that provides a collection of Assisted Server instances.

•

UCIInstance interface (page 75) Each UCIInstance object represents one Assisted Server instance. After logging in, the object provides the collection of campaigns, and a set of values organized as keys and server directories.

•

 Instances (page 38) Returns a collection of UCIInstance objects in the local Windows registry.

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 Login (page 76) Logs in the Assisted Server instance.

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 IsOnline (page 77) Returns true if the Assisted Server instance is online.

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Campaigns (page 78) Returns the collection of campaigns of the Assisted Server instance.

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Status (page 57) Returns the state of the campaign at the Assisted Server.

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Suspend  (page 57) Suspends an active campaign at the Assisted Server.

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 Logout  (page 76) Logs out from the Assisted server instance.

•

 How to handle the shutdown event  (page 21)

How to modify a value stored in the Assisted Server registry Registry keys at the Assisted Server are typically used for a configuration page to pass con figuration parameters to a wallboard driver. The example subroutine does the following: • • • • •

Ensures that the root is really the root and not an arbitrary directory. Tries to create the directory. Changes to the directory, which by now should exist. Retrieves the value of the key. If the key does not exist, uses 0. Increments the value and sets the key to the new value, creating the key if necessary.

Sub IncRegistry(root As RegDirectory, _  dir As String, _  key As String) Dim value As Integer root.ChangeDirectory "/" root.MakeDirectory Dir root.ChangeDirectory Dir Set value = root.GetValue(key, "0") Set value = value + 1 root.SetValue key, value End Sub

Related topics • •

•

•

What are RegDirectory paths (page 21)  RegDirectory interface (page 86) The RegDirectory object accesses values stored on the uCI Repository. The values are organized as keys in directories. ChangeDirectory (page 86) Changes the server directory associated to the directory object.  MakeDirectory (page 87) Creates a server directory.

•

GetValue (page 88) Returns the value associated to a key, or a default value.

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SetValue (page 89) Associates a value to a key.

How to copy the agent and team assignments to a second campaign The example subroutine does the following: • • •

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Iterates over all the assigned agents of the campaign source, and assigns the agents to the campaign destination. Iterates over all the assigned teams of the campaign source, and assigns the teams to the campaign destination. If an agent or team is already assigned to the campaign destination, ignore the resulting error ENTITY_ALREADY_ASSIGNED.

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Propagate other errors to the caller.

Sub AssignAll(source As UCICampaign, _  destination As UCICampaign) Dim agent As UCIAgent Dim team As UCITeam On Error GoTo HandleError For Each agent In source.AssignedAgents destination.AssignAgent agent.Name   Next For Each team In source.AssignedTeams destination.AssignTeam team.Name   Next Exit Sub HandleError: If Err.Number = ENTITY_ALREADY_ASSIGNED Then Resume Next End If On Error GoTo 0   Err.Raise End Sub

Related topics •

UCICampaign interface (page 42) After the UCICampaign object is open, the object returns statistical information about the campaign.

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 AssignedAgents (page 43) Returns a collection of UCIAgents objects representing the agents assigned to the campaign.

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 AssignAgent  (page 42) Assigns an agent to work on this campaign.

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 AssignedTeams (page 43) Returns a collection of UCITeam objects representing the teams assigned to the campaign.

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 AssignTeam (page 43) Assigns a team to work on this campaign.

•

 How to handle exceptions (page 20)

How to count the number of rejected contacts This short function retrieves the number of contacts in a campaign with the status Rejected. Function CountRejected(campaign As UCICampaign) As Long Set countRejected = campaign.Contacts.Count(Rejected) End Function

Related topics •

UCIContacts interface (page 69) The UCIContacts object allows a set of management operations to contacts. You cannot enumerate all the contacts of a campaign.

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Contacts (page 44) Returns the list of contacts of the campaign.

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Count  (page 72) Counts the number of campaign contacts with the speci fied state.

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How to add or change a contact phone The example subroutine does the following: • • •

Retrieves the campaign contact with the speci fied code. Adds or changes the phone number. Updates the campaign contact and ignores the result.

Sub SetPhone(campaign As UCICampaign, _  easyCode As Long, _  phone As Variant, _  number As String) Dim contact As UCIContact Dim x As Long Set contact = campaign.Contacts.Get(easyCode) On Error GoTo HandleError Set contact.Phones(phone).Number = number Set x = campaign.Contacts.Update(contact) Exit Sub HandleError: On Error GoTo 0 If Err.Number != INVALID_INDEX_VALUE Then   Err.Raise End If End Sub

Related topics •

UCIContact interface (page 67) The UCIContact object accesses information about a contact in the Assisted Server.

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UCIContacts interface (page 69) The UCIContacts object allows a set of management operations to contacts. You cannot enumerate all the contacts of a campaign.

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Get  (page 70) Retrieves a speci fic contact from the Assisted Server as a UCIContact object.

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Phones (page 68) Returns the collection of UCIPhone objects associated to the contact.

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•

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 Number  (page 83) Returns or sets the phone number assigned to the UCIPhone object. Read-write property. Update (page 71) Updates the contact on the Assisted Server and returns the easyCode.  How to handle exceptions (page 20)

How to add or change a contact attribute The example subroutine does the following: • • •

Retrieves the campaign contact with the speci fied code. Adds or changes the attribute. Updates the campaign contact and ignores the result.

Sub SetAttribute(campaign As easyCode As name As value As Dim contact As UCIContact Dim x As Long

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uSupervisor COM API

Set contact = campaign.Contacts.Get(easyCode) On Error GoTo HandleError Set contact.ClientAttributes(name).Value = value Set x = campaign.Contacts.Update(contact) Exit Sub HandleError: On Error GoTo 0 If Err.Number != INVALID_INDEX_VALUE Then   Err.Raise End If End Sub

Related topics •

UCIContact interface (page 67) The UCIContact object accesses information about a contact in the Assisted Server.

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UCIContacts interface (page 69) The UCIContacts object allows a set of management operations to contacts. You cannot enumerate all the contacts of a campaign.

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Get  (page 70) Retrieves a speci fic contact from the Assisted Server as a UCIContact object.

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ClientAttributes (page 68) Returns the collection of UCIClientAttribute objects assigned to the contact.

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Value (page 66) Returns or sets the value of the contact attribute. Read-write property.

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Phones (page 68) Returns the collection of UCIPhone objects associated to the contact.

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 Number  (page 83) Returns or sets the phone number assigned to the UCIPhone object. Read-write property.

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 Insert  (page 70) Adds a new contact to the campaign.

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 How to handle exceptions (page 20)

How to create a new contact The example function does the f ollowing: • • • • •

Creates a new empty contact. Iterates over the array of names received as argument. Tries first to create an attribute with the name, then tries to create a phone. Raises an error if the name can neither be an attribute nor a phone. After processing all the names, inserts the contact and returns its easycode.

Function CreateContact(campaign As UCICampaign, _  names() As String, _  values() As String) As Long Dim contact As UCIContact Dim attr As UCIClientAttribute Dim phone As UCIPhone On Error Resume Next Set contact = campaign.Contacts.CreateContact() For i = 0 To Len(names) Set attr = contact.ClientAttributes(names(i)) If attr <> Nothing Then Set attr.Value = values(i)   Else Set phone = contact.Phones(Names(i)) If phone <> Nothing Then

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Set phone.Number = values(i) Else On Error GoTo 0 Err.Raise 1, , _  "Name must be a phone or a campaign attribute" End If End If Next i Set createContact = campaign.Contacts.Insert(contact) End Function  

Related topics •

UCIContact interface (page 67) The UCIContact object accesses information about a contact in the Assisted Server.

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UCIContacts interface (page 69) The UCIContacts object allows a set of management operations to contacts. You cannot enumerate all the contacts of a campaign.

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CreateContact  (page 70) Creates and returns a new UCIContact object.

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ClientAttributes (page 68) Returns the collection of UCIClientAttribute objects assigned to the contact.

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Value (page 66) Returns or sets the value of the contact attribute. Read-write property.

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Update (page 71) Updates the contact on the Assisted Server and returns the easyCode.

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 How to handle exceptions (page 20)

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Sample wallboard driver The sample wallboard driver displays the service level of the campaign on the form WallboardWindow, and updates the value every 10 seconds. The method BootWallboard in the class MiddleDriver.cls boots the wallboard as follows: • •

Logs in to the Assisted Server instance. Sets a new object of the class Events.cls to handle the shutdown.

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Retrieves the campaign from the CentralRegistry of the uCI Repository.

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Opens the campaign. Calls the Timer for the first time.

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The Timer form displays the current service level on the form WallboardWindow, and sets the timer interval to 10 seconds. The method ShutDownWallboard in the class Events.cls handles the shutdown by stopping the Timer and hiding the WallboardWindow.

Related topics •

•

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 BootWallboard  (page 39) Boots the wallboard. CentralRegistry  (page 78) Returns the central RegDirectory object.  Event ShutDownWallboard  (page 80) The UCIInstance object sends this event when the supervisor shuts down the wallboard.

How to create the sample wallboard driver 1. Create an ActiveX EXE project with the name SimpleWallboard. 2. Insert a public class module with the name MiddleDriver.cls and the instancing SingleUse. Implement the method BootWallboard to boot the wallboard. 3. Create the form Timer, with the property Visible set to False. Insert a timer on the form. 4. Create the form WallboardWindow, as shown below.

5. Enter the code for the wallboard driver as described in the topic Sample wallboard driver code (page 31).

Sample wallboard driver code The example wallboard driver displays the service level of the campaign on the form WallboardWindow, and updates the value every 10 seconds.

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Global variables Declare the following variables in the module MainModule.bas: Dim ESupAutomation As UCIPresentation Dim InstanceItem As UCIInstance Dim CampaignItem As UCICampaign

Boot the wallboard Define the function BootWallboard in the module MiddleDriver.cls, as shown below. Public Function BootWallboard(InstanceName As String, _  WallboardUser As String, _  WallboardCode As Long, _  ByRef ErrorMsg As Variant) As Boolean Dim RegDirectoryItem As RegDirectory Dim EventsHandler As Object Set EventsHandler = New Events On Error Resume Next BootWallboard = False

 

 

 

 

 

 

 

Set ESupAutomation = New UCIPresentation Set InstanceItem = _  ESupAutomation.Instances(InstanceName) If (InstanceItem Is Nothing) Then ErrorMsg = "Error while getting instance" & _  InstanceName Exit Function End If InstanceItem.Login WallboardUser, UserPassword, _  EventsHandler If (Err.Description <> "") Then ErrorMsg = Err.Description Exit Function End If Set RegDirectoryItem = InstanceItem.CentralRegistry Call RegDirectoryItem.ChangeDirectory("/") Call RegDirectoryItem.ChangeDirectory("Wallboard" & _  WallboardCode) If (Err.Description <> "") Then ErrorMsg = "You must configure the wallboard" InstanceItem.Logout Exit Function End If CampaignName = RegDirectoryItem.GetValue("Campaign", _  "") CampaignItem = InstanceItem.Campaigns(CampaignName) If (Err.Description <> "") Then ErrorMsg = "Campaign " & CampaignName & _  " does not exist." InstanceItem.Logout Exit Function End If WallboardWindow.Show Call TimerTick_Time

BootWallboard = True ErrorMsg = "The wallboard was booted with success" End Function

Display the service level Define the function for the timer on the form Timer, as shown below. Private Sub TimerTick_Time() TimerTick.Enabled = False

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On Error Resume Next Dim Message As String

 

WallboardWindow.Campaign.Caption = CampaignItem.Name WallboardWindow.TelephonyServiceLevel.Caption = _  CampaignItem.TelephonyServiceLevel If (Err.Description <> "") Then Call ShutDownWallboard End If

TimerTick.Interval = 10000 TimerTick.Enabled = True End Sub

Shut down the wallboard Define the method ShutDownWallboard in the class module Events.cls, as shown below. Public Sub ShutDownWallboard()

 

TimerTick.Enabled = False WallboardWindow.Hide

  InstanceItem.Logout End Sub

The method ClassTerminate is called when the Windows service Wallboard Connector stops. Define the method ClassTerminate in the class module MiddleDriver.cls, as shown below. Private Sub ClassTerminate()  

ShutDownWallboard End End Sub

Related topics •

UCICampaign interface (page 42) After the UCICampaign object is open, the object returns statistical information about the campaign.

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UCICampaigns interface (page 64) The UCICampaigns object is a collection of Assisted Server campaigns. Use the collection with simple Visual Basic iterators, such as For Each... In... Next.

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UCIInstance interface (page 75) Each UCIInstance object represents one Assisted Server instance. After logging in, the object provides the collection of campaigns, and a set of values organized as keys and server directories.

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UCIInstances interface (page 80) The UCIInstances object is a representation of Assisted Server instance names in the visual interface of uSupervisor.

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UCIPresentation interface (page 38) The UCIPresentation object is the entry to the Automation server. The object checks the access of t he client to uSupervisor and allows the access to the object that provides a collection of Assisted Server instances.

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 RegDirectory interface (page 86) The RegDirectory object accesses values stored on the uCI Repository. The values are organized as keys in directories.

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 BootWallboard  (page 39) Boots the wallboard.

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CentralRegistry  (page 78) Returns the central RegDirectory object.

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ChangeDirectory (page 86) Changes the server directory associated to the directory object.

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GetValue (page 88) Returns the value associated to a key, or a default value.

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 Name (page 49) Returns the short name of the campaign.

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 Login (page 76) Logs in the Assisted Server instance.

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 Logout  (page 76) Logs out from the Assisted server instance.

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 Event ShutDownWallboard  (page 80) The UCIInstance object sends this event when the supervisor shuts down the wallboard.

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TelephonyServiceLevel  (page 60) Returns the service level of inbound calls in the last immediate period.

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What are RegDirectory paths (page 21)

•

 How to handle exceptions (page 20)

How to run the sample wallboard driver To run the compiled wallboard driver on a computer, you must do the following: • •

Install the Altitude Wallboard Connector. Register the executable SimpleWallboard.exe, as shown below.

SimpleWallboard /REGSERVER

To distribute the wallboard driver, create a batch file setup-driver.bat as follows. The batch file copies the executable to the folder Program Files, and registers the executable. set DEST="c:\Program Files\SimpleWallboard" mkdir %DEST% copy SimpleWallboard.exe %DEST% %DEST%\SimpleWallboard.exe /REGSERVER

Distribute the two files SimpleWallboard.exe and setup-driver.bat.

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Sample property page The sample property page allows the supervisor to select a campaign. The sample property page stores the selected campaign on the uCI Repository. The function UCIDesign of the class PropertyPages.cls displays the form PropertyPage. The button Save of the form PropertyPage stores the name of the selected campaign on the uCI Repository.

How to create the sample property page 1. Create an ActiveX DLL project with the name SimpleWallboard. 2. Insert a class module with the name PropertyPages.cls. Implement the function UCIDesign to launch the dialog of the property page. 3. Create the form PropertyPage, as shown below.

4. Enter the code for the property pageas described in the topic Sample property page code (page 35).

Sample property page code The sample property page allows the supervisor to select a campaign. The sample property page stores the selected campaign on the uCI Repository.

Global variables Declare the following variables to store the infor mation sent by the Automation server in the module MainModule.bas, as shown below. Dim Dim Dim Dim

RegDirectoryItem CampaignsList As WallboardUser As WallboardCode As

As RegDirectory UCICampaigns String Long

Initialize the property page The function UCIDesign stores the objects in the appropriate variables and displays the property page. De fine the function UCIDesign in the class module PropertyPages.cls, as shown below. Public Function UCIDesign(RegistryObject As Object, _  CampaignsListObject As Object, _  WbUser As String, _  WbCode As Long) Set RegDirectory = RegistryObject Set CampaignList = CampaignListObject WallboardUser = WbUser WallboardCode = WbCode PropertyPage.Show (1)

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End Function

The property page displays the list of available campaigns. De fine the method Form_Load of the form PropertyPage to display the list of campaigns. Private Sub Form_Load() Dim CampaignItem As UCICampaign For Each CampaignItem In CampaignList CampaignCombobox.AddItem CampaignItem.Name Next CampaignItem End Sub

Save the information on the uCI Repository After selecting the campaign in the property page, the supervisor must save the information on the uCI Repository registry. The wallboard driver reads the information fr om the uCI Repository registry and displays the message in the wallboard. Define the code for the button Save of the form PropertyPage, as shown below. Private Sub SaveButton_Click()

     

On Error GoTo ERRORMSG Call RegDirectoryItem.ChangeDirectory("/") Call RegDirectoryItem.MakeDirectory("Wallboard" & _  WallboardCode) Call RegDirectoryItem.ChangeDirectory("Wallboard" & _  WallboardCode) Call RegDirectoryItem.SetValue("Campaign", _  CampaignCombobox) Exit Sub

ERRORMSG: MsgBox "Unable to save information in the registry!!" End Sub

Related topics •

UCICampaign interface (page 42) After the UCICampaign object is open, the object returns statistical information about the campaign.

•

UCICampaigns interface (page 64) The UCICampaigns object is a collection of Assisted Server campaigns. Use the collection with simple Visual Basic iterators, such as For Each... In... Next.

•

UCIDesign (page 39) Displays the property pages.

•

•

ChangeDirectory (page 86) Changes the server directory associated to the directory object.

•

 MakeDirectory (page 87) Creates a server directory.

•

 Name (page 49) Returns the short name of the campaign.

•

• •

36

 RegDirectory interface (page 86) The RegDirectory object accesses values stored on the uCI Repository. The values are organized as keys in directories.

SetValue (page 89) Associates a value to a key.  How to handle exceptions (page 20) What are RegDirectory paths (page 21)

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How to display the sample property page To display the compiled property page on a computer running uSupervisor, you must: •

Register the DLL SimpleWallboard.dll, as shown below. RegSvr32 SimpleWallboard.dll

•

Use regedit to set the key HKEY_LOCAL_MACHINE\SOFTWARE\Altitude\Altitude uCI 7.1\Altitude uSupervisor\Wallboards\SimpleWallboard.

To simplify the creation of the key at the Windows registry, create a file SimpleWallboard.reg with the following on a single long line: REGEDIT4 [HKEY_LOCAL_MACHINE\SOFTWARE\Altitude\Altitude uCI 7.1\ Altitude uSupervisor\Wallboards\SimpleWallboard]

Create a batch file setup-property.bat as follows. The batch file copies the DLL to the folder Program Files, registers the DLL, and creates the key at the Windows registry. set DEST="c:\Program Files\SimpleWallboard" mkdir %DEST% copy SimpleWallboard.dll %DEST% RegSvr32 %DEST%\SimpleWallboard.dll regedit SimpleWallboard.reg

Distribute the three files SimpleWallboard.dll, SimpleWallboard.reg and setup-property.bat.

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Reference The interfaces used as entry points to the API are listed first, followed by all other interfaces in alphabetical order.

UCIPresentation interface The UCIPresentation object is the entry to the Automation server. The object checks the access of the client to uSupervisor and allows the access to the object that provides a collection of Assisted Server instances. You must boot the OLE server after adding new UCIInstances  (page 80) object to the local Windows registry to access the created instances. If you wish to use the uSupervisor COM APIs of Altitude uCI 6.2 and Altitude uCI 7.1 simultaneously, you can also access the object as UCIPresentation71. Related topics •

 How to set the Assisted Server of   fl ine (page 24)

•

 How to suspend all active campaigns (page 25)

•

Sample wallboard driver code (page 31)

Instances Returns a collection of UCIInstance objects in the local Windows registry. Instances As UCIInstances

Related topics •

 How to set the Assisted Server of   fl ine (page 24)

•

 How to suspend all active campaigns (page 25)

setClientProcessID Informs the COM server of the process ID of the COM client. Calling this method allows the COM server to recover gracefully if the COM client terminates abruptly. setClientProcessID(processID As Integer)

Parameters  processID

Process ID of the COM client. For process IDs greater than 32767 use the method setClientProcessID32.

setClientProcessID32 Informs the COM server of the process ID of the COM client. Calling this method allows the COM server to recover gracefully if the COM client terminates abruptly. setClientProcessID32(processID As Long)

Parameters  processID

Process ID of the COM client.

Version Returns the version of the uSupervisor COM API.

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Version As String

PropertyPages interface To create a property page that con figures a wallboard inside uSupervisor, the developer must implement a public class PropertyPages with the public method UCIDesign.

UCIDesign Displays the property pages. Public Function UCIDesign(RegistryObject As Object, CampaignsListObject As Object, WbUser As String, WbCode As Long)

uSupervisor calls this function to display the property pages in the wallboard panel.

Parameters RegistryObject

Registry on the uCI Repository of the Assisted Server instance, a RegDirectory (page 86) object. CampaignsListObject

Collection of campaigns in the Assisted Server instance, a UCICampaigns (page 64) object.  WbUser

Wallboard user name.  WbCode

Unique code identifying the wallboard on the Assisted Server instance. Related topics •

Sample property page code (page 35)

MiddleDriver interface To create a wallboard driver, the developer must implement a public class MiddleDriver with the public method BootWallboard.

BootWallboard Boots the wallboard. Public Function BootWallboard( InstanceName As String, WallboardUser As String, WallboardCode As Long, ByRef ErrorMsg As Variant) As Boolean

The method returns true if the wallboard boots successfully.

Parameters InstanceName

Name of the Assisted Server instance where the wallboard is de fined.  WallboardUser

Name of the wallboard user.

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 WallboardCode

Unique code identifying the wallboard on the Assisted Server instance. ErrorMsg

String describing success or failure of the boot operation. Related topics •

Sample wallboard driver code (page 31)

•

Sample wallboard driver  (page 31)

ClassTerminate Invoked when the Windows service releases the wallboard driver. Private Sub ClassTerminate()

When a supervisor uses uSupervisor to shut down a wallboard, the Windows service Wallboard Connector releases the wallboard driver. In Visual Basic, the driver must react to the release by implementing the method ClassTerminate. Otherwise, the wallboard driver shuts down without shutting down the wallboard hardware. The wallboard driver should also handle the event ShutDownWallboard  (page 80). ClassTerminate is a functionality speci fic to Visual Basic. If you are using a different language to develop the

wallboard driver, you must use the equivalent mechanism provided by your development environment. Attention: ClassTerminate is specific to Visual Basic.

Related topics •

 How to handle the shutdown event  (page 21)

UCIAgent interface The UCIAgent object accesses information about each agent on the Assisted Server.

Code Returns the easycode of the agent. Code As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

Name Returns the short name of the agent. Name As String

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

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PositionID Position of the agent in the ACD of the telephony switch. Read-write property. PositionID As String

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INVALID_AGENT_STATE = 122

You cannot change the position I D of an agent that is logged in and already has a position ID.

Idle Returns the idle time of the agent, in tenths of a second. Idle As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

UCIAgents interface The UCIAgents object is a collection of UCIAgent objects that implements all standard operations to use the simple Visual Basic iterators, such as For Each... In... Next.

Count Returns the number of UCIAgent objects in the collection. Count As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

Item Returns a speci fic UCIAgent object. Item(index As Variant) As UCIAgent

Parameters index

The user name of a UCIAgent object, or a number between 1 and the number of UCIAgent objects in the collection.

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Errors The method may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INVALID_ENTITY = 100

The named agent does not exist. LARGE_ENTITY_INDEX = 105

The agent requested by number does not exist. INDEX_INVALID_TYPE = 103

The index was neither a string nor a number.

UCICampaign interface After the UCICampaign object is open, the object returns statistical information about the campaign. Related topics •

 How to copy the agent and team assignments to a second campaign (page 26)

•

Sample wallboard driver code (page 31)

•

Sample property page code (page 35)

Activate Activates a suspended campaign at the Assisted Server. Activate()

Errors The method may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. CAMPAIGN_IS_OPENED = 130

The campaign is already activated. CAMPAIGN_IS_CLOSED = 132

The campaign is closed. You must open the campaign before activation.

AssignAgent Assigns an agent to work on this campaign. AssignAgent(agentName As String) As UCIAgents

Returns a collection (page 41) of UCIAgents (page 40) objects with the agents assigned to the campaign.

Parameters agentName

Short name of the agent.

Errors The method may throw the following errors:

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INVALID_ENTITY = 100

The specified agent does not exist or cannot be assigned to the campaign. ENTITY_ALREADY_ASSIGNED = 101

The specified agent is already assigned to the campaign. GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. Related topics •

 How to copy the agent and team assignments to a second campaign (page 26)

AssignedAgents Returns a collection of UCIAgents objects representing the agents assigned to the campaign. AssignedAgents As UCIAgents

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. Related topics •

 How to copy the agent and team assignments to a second campaign (page 26)

AssignTeam Assigns a team to work on this campaign. AssignTeam(teamName As String) As UCITeams

Returns a collection (page 85) of UCITeam (page 84) objects with the teams assigned to the campaign.

Parameters teamName

Short name of the team.

Errors The method may throw the following errors: INVALID_ENTITY = 100

The specified team does not exist or cannot be assigned to the campaign. ENTITY_ALREADY_ASSIGNED = 101

The specified team is already assigned to the campaign. GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. Related topics •

 How to copy the agent and team assignments to a second campaign (page 26)

AssignedTeams Returns a collection of UCITeam objects representing the teams assigned to the campaign. AssignedTeams As UCITeams

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Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. Related topics •

 How to copy the agent and team assignments to a second campaign (page 26)

AvgIdleTime Returns the average idle time of the campaign for the immediate period, in tenths of a second. AvgIdleTime As Long

Close Closes a suspended campaign at the Assisted Server. Close()

Errors The method may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. CAMPAIGN_IS_OPENED = 130

The campaign is opened. You must suspend the campaign first. CAMPAIGN_IS_CLOSED = 132

The campaign is already closed.

Code Displays the internal code of the campaign. Code As String

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

Contacts Returns the list of contacts of the campaign. Contacts As UCIContacts

You cannot enumerate all the contacts of a campaign.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

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Related topics •

 How to count the number of rejected contacts (page 27)

DeAssignAgent Removes the agent from working on this campaign. DeAssignAgent(agentName As String) As UCIAgents

Returns a collection (page 41) of UCIAgent  (page 40) objects with the agents assigned to the campaign. If any other type of object is passed, the method throws an exception that describes the error.

Parameters agentName

Short name of the agent.

Errors The method may throw the following errors: INVALID_ENTITY = 100

The specified agent does not exist. ENTITY_NOT_ASSIGNED = 102

The specified agent is not assigned to the campaign. GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

DeAssignTeam Removes the team from working on t his campaign. DeAssignTeam(teamName As String) As UCITeams

Returns a collection (page 85) of UCITeam  (page 84) objects with the teams assigned to the campaign. If any other type of object is passed, the method throws an exception that describes the error.

Parameters teamName

Short name of the team.

Errors The method may throw the following errors: INVALID_ENTITY = 100

The specified team does not exist. ENTITY_NOT_ASSIGNED = 102

The specified team is not assigned to the campaign. GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

DialRule Returns or sets the dial rule of the campaign. Read-write property. DialRule As Long

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Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. CONTACT_INVALID_DIAL_RULE = 145

The specified dial rule does not exist.

EmailAlertingInteractions Returns the number of emails alerting at agent workstations. EmailAlertingInteractions As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

EmailAlertingInteractionsAlarmLevel Returns the alarm level of emails alerting at agent workstations. EmailAlertingInteractionsAlarmLevel As Integer

The alarm level is a number between 0 and 5. 0 stands for no alarm, and 5 is the highest alarm level.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

EmailAlertingTime Returns the average alerting time of emails in the last immediate period, in tenths of a second. EmailAlertingTime As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

EmailAverageWaitingTime Returns the average waiting time of emails in the last immediate period, in tenths of a second. EmailAverageWaitingTime As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

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EmailInboundHandledInteractions Returns the number of handled inbound emails in the last immediate period. EmailInboundHandledInteractions As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

EmailInteractionsInQueue Returns the number of emails waiting in the campaign queue. EmailInteractionsInQueue As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

EmailInteractionInQueueAlarmLevel Returns the alarm level for the number of emails in the campaign queue. EmailInteractionInQueueAlarmLevel As Integer

The alarm level is a number between 0 and 5. 0 stands for no alarm, and 5 is the highest alarm level.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

EmailOfferedInteractions Returns the number of emails offered to the campaign in the last immediate period. EmailOfferedInteractions As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

EmailOldestWaitingInteraction Returns the waiting time of the oldest email in the campaign queue, in tenths of a second. EmailOldestInteractionInQueue As Long

Errors The property may throw the following errors:

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GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

EmailOldestWaitingInteractionAlarmLevel Returns the alarm level for the oldest email in the campaign queue. EmailOldestInteractionInQueueAlarmLevel As Integer

The alarm level is a number between 0 and 5. 0 stands for no alarm, and 5 is the highest alarm level.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

EmailOutboundHandledInteractions Returns the number of handled outbound emails in the last immediate period. EmailOutboundHandledInteractions As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

EmailProfiles Returns a collection of UCIEmailProfile objects that represents the email pro files for the mailboxes of the campaign. EmailProfiles As UCIEmailProfiles

Errors The property may throw the following errors: INSTANCE_NOT_LOGGED_IN = 110

The program is not logged in to the Assisted Server instance.

EmailServiceLevel Returns the service level of inbound emails in the last immediate period. EmailServiceLevel As Long

The service level is a number between 0 and 100.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

EmailServiceLevelAlarmLevel Returns the alarm level for the service level of emails. EmailServiceLevelAlarmLevel As Long

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The alarm level is a number between 0 and 5. 0 stands for no alarm, and 5 is the highest alarm level.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

ForeseenEnd Returns or sets the foreseen end date of the campaign. Read-write property. ForeseenEnd As Variant

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

ForeseenStart Returns or sets the foreseen start date of the campaign. Read-write property. ForeseenStart As Variant

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

MoveContactsToCampaign Moves contacts from this campaign to a different campaign. Internal function. MoveContactsToCampaign(contactFilter As String, destinationCampaignId As Long, destinationForceRefresh As Long) As Long

Attention: This function is internal to Altitude Software. Do not use this function unless speci fically directed by Altitude Software.

Name Returns the short name of the campaign. Name As String

The short name is unique within each Assisted Server instance.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. Related topics •

Sample wallboard driver code (page 31)

•

Sample property page code (page 35)

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Open Opens a closed campaign at the Assisted Server. Open()

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. CAMPAIGN_IS_OPENED = 130

The campaign is already opened. CAMPAIGN_IS_SUSPENDED = 131

The campaign is suspended. CAMPAIGN_IS_TERMINATED = 133

The campaign is ended. The campaign will probably not be used anymore.

OutEMailGateway Returns or sets the outbound email gateway of the campaign. Read-write property. OutEMailGateway As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INVALID_OUTBOUND_EMAILGW = 159

The specified outbound email gateway does not exist.

OutEMailSenderAddress Returns or sets the sender email address of the campaign. Read-write property. OutEMailSenderAddress As String

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INVALID_EMAIL_ADDRESS_FORMAT = 164

The specified email address is invalid.

PM_InboundRate Returns or sets the estimated inbound rate of the campaign. Read-write property. The campaign must be a blended campaign in predictive dialing. PM_InboundRate As Integer

Errors The property may throw the following errors:

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GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INVALID_PACING_MODE = 152

The pacing mode of the campaign is not predictive dial. INVALID_CAMPAIGN_TYPE = 156

The campaign is not a blended campaign.

PM_NuisanceForceType Returns or sets the nuisance enforcement policy of the campaign. Read-write property. The pacing mode of the campaign must be predictive dial. PM_NuisanceForceType As Long

The nuisance enforcement policy is an enumerated type with the following possibilities.  NO_FORCE_NUISANCE = 1

Lifetime FORCE_IMMEDIATELY_NUISANCE = 2

Daily FORCE_AFTER_N_MIN_NUISANCE = 3

Daily after warm up

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INVALID_PACING_MODE = 152

The pacing mode of the campaign is not predictive dial. INVALID_NUISANCE_FORCE_TYPE = 155

The specified nuisance enforcement policy is invalid.

PM_PacingMode Returns or sets the pacing mode of the campaign. Read-write property. PM_PacingMode As Integer

The pacing mode is an enumerated type with the following possibilities. PACING_POWER = 0

Power dial PACING_EXTENDED_KEY = 1

Predictive agent-based (obsolete) PACING_AVERAGE_IGNORE = 2

Predictive average talk time PACING_NODE_IGNORE = 3

Predictive automatic PACING_PREVIEW = 4

Preview dial

Errors The property may throw the following errors:

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GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INVALID_PACING_MODE = 152

The specified pacing mode is invalid. INVALID_PACING_MODE_FOR_INB_CP = 153

The specified pacing mode is invalid for the inbound campaign. INVALID_PACING_MODE_FOR_BLEND_CP = 154

The specified pacing mode is invalid for the blended campaign.

PM_PowerDialPause Returns or sets the power dial pause of the campaign, in tenths of a second. Read-write property. The pacing mode of the campaign must be power dial. PM_PowerDialPause As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INVALID_PACING_MODE = 152

The pacing mode of the campaign is not power dial.

PM_ReqNuisanceLevel Returns or sets the requested service level of the campaign. Read-write property. The campaign must be a blended campaign in predictive dialing. PM_ReqNuisanceLevel As Double

The requested service level is a number between 0 and 100.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INVALID_PACING_MODE = 152

The pacing mode of the campaign is not predictive dial. INVALID_CAMPAIGN_TYPE = 156

The campaign is not a blended campaign.

PM_ReqNuisanceRatio Returns or sets the requested nuisance ratio of the campaign. Read-write property. The pacing mode of the campaign must be predictive dial. PM_ReqNuisanceRatio As Double

The nuisance ratio is a number between 0 and 100.

Errors The property may throw the following errors:

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GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INVALID_PACING_MODE = 152

The pacing mode of the campaign is not predictive dial.

PM_RonaTimeoutPreview Returns or sets the redirect on no answer (RONA) timeout of the preview dial campaign, in tenths of a second. Read-write property. The pacing mode of the campaign must be preview dial. The redirect on no answer timeout must be equal or greater than 30 seconds. PM_RonaTimeoutPreview As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INVALID_PACING_MODE = 152

The pacing mode of the campaign is not preview dial. INVALID_PREVIEW_RONA_TIMEOUT = 158

The specified redirect on no answer timeout is invalid.

PM_WrapupTimeoutPreview Returns or sets the wrap-up time of the campaign, in tenths of a second. Read-write property. The pacing mode of the campaign must be preview dial. PM_WrapupTimeoutPreview As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INVALID_PACING_MODE = 152

The pacing mode of the campaign is not preview dial. INVALID_PREVIEW_WRAPUP_TIMEOUT = 157

The specified wrap-up time is invalid.

ReadyAgents Returns the number of agents ready in the campaign. ReadyAgents As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

ReadyAgentsAlarmLevel Returns the alarm level of the agents ready in the campaign.

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ReadyAgentsAlarmLevel As Long

The alarm level is a number between 0 and 5. 0 stands for no alarm, and 5 is the highest alarm level.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

RescheduleContact Reschedules a failed outbound contact. The campaign must be open to reschedule a failed outbound contact. RescheduleContact(contactId As Long, reasonId As enumFailReason)

Parameters contactId 

The easycode of the contact to reschedule. reasonId 

Reason for the failure of the attempt to call the contact. The parameter reasonId is an enumerated type with the following possibilities: RESCHED_FAILED_BUSY = 0

The call resulted in busy. RESCHED_FAILED_MACHINE = 1

The call resulted in machine. RESCHED_FAILED_MODEM = 2

The call resulted in modem. RESCHED_FAILED_FAX = 3

The call resulted in fax. RESCHED_FAILED_NO_ANSWER = 4

The call resulted in no answer. RESCHED_FAILED_NUISANCE = 5

The call resulted in nuisance. RESCHED_FAILED_ABANDONED = 7

The call resulted in abandoned. RESCHED_FAILED_REJECTED = 8

The call resulted in rejected. RESCHED_FAILED_INVALID_NUMBER = 9

The call resulted in invalid number.

Errors The method may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. CAMPAIGN_IS_CLOSED = 132

The campaign is closed.

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CONTACT_INVALID_FAIL_REASON = 139

The specified failure reason is invalid. CONTACT_INVALID_DIAL_RULE = 145

The contact does not have an assigned dial rule. CONTACT_INVALID_STATUS = 149

The contact is in the states Aborted, Recovering from executing, In analysis, Locked, or Recovering from locked. CONTACT_UNK_IN_CAMPAIGN = 161

The specified contact does not exist or does not belong to the campaign. INVALID_RESCHEDULE_REASON = 162

The specified failure reason is invalid. DATABASE_ERROR = 163

Error accessing the database.

ResubmitContact Resubmits a contact of the campaign. ResubmitContact(contactId newMoment newMomentAction newAgent newAgentAction newDialRule newDialRuleAction newPriority newPriorityAction isSpecialFlag newIsPecialFlagAction

As As As As As As As As As As As

Long, Variant, Integer, Long, Integer, Long, Integer, Long, Integer, Long, Integer) As Long

The method returns true if the contact was resubmitted successfully.

Parameters contactId 

The easycode of the contact to resubmit. newMoment

New moment to call the contact. newAgent

Internal code of the new agent to handle the call to the contact. newDialRule

Internal code of the new dial rule of the contact. newPriority

New priority of the contact. isSpecialFlag

New value of the field is special of the contact. The possible values are 1 for true and 0 for false. The parameters with the suf fix Action are enumerate types with the following possibilities to update the corresponding contact fields. RSBTA_keep = 0

Keep the current value for the field, regardless of the parameter value. RSBTA_change = 1

Update the field with the new parameter value. RSBTA_nullify = 2

Clear or reset the field to the default value.

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Errors The method may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. ENTITY_NOT_ASSIGNED = 102

The new agent to handle the call of the contact is not assigned to the campaign. CONTACT_INVALID_DIAL_RULE = 145

The specified dial rule does not exist. INVALID_RESUBMIT_ACTION = 160

A specified update action is invalid. CONTACT_UNK_IN_CAMPAIGN = 161

The specified contact does not exist or does not belong to the campaign.

SetAgentNotReady Sets an agent not ready to work in this campaign. If the agent is not ready the method changes the not ready reason of the agent. SetAgentNotReady(agentId As Long, notReadyReason As String)

Parameters agentId 

Internal code of the agent. notReadyReason

Not ready reason to send to the Assisted Server.

Errors The method may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.  AGENT_FEATURE_FAILED = 151

The operation failed or invalid not ready reason. SS_ALREADY_IN_STATE = 79

The agent is already in the speci fied state.

SetAgentReady Sets an agent ready to work in this campaign. SetAgentReady(agentId As Long)

Parameters agentId 

Internal code of the agent.

Errors The method may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

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 AGENT_FEATURE_FAILED = 151

The operation failed. SS_ALREADY_IN_STATE = 79

The agent is already in the state ready.

Status Returns the state of the campaign at the Assisted Server. Status As enumCampaignStatus

The return value is an enumerated type with the following possibilities. Closed = 2

The campaign is not prepared to run. Open (page 50) the campaign to change the state to Open. Running = 0

The campaign is active. Suspend  (page 57) the campaign to change the state to Suspended. Suspended = 1

The campaign suspended. Activate (page 42) the campaign to change the state to Running, or Close (page 44) the campaign to change the state to Closed. Terminated = 3

The outbound campaign does not have contacts remaining to call. OutboundTerminated = 4

The campaign ended. Wallboards typically display statistics for running campaigns.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. Related topics •

 How to suspend all active campaigns (page 25)

Suspend Suspends an active campaign at the Assisted Server. Suspend()

Errors The method may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. CAMPAIGN_IS_SUSPENDED = 131

The campaign is already suspended. CAMPAIGN_IS_CLOSED = 132

The campaign is closed. CAMPAIGN_IS_TERMINATED = 133

The campaign is terminated. The campaign will probably not be used anymore.

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Related topics •

 How to suspend all active campaigns (page 25)

TelephonyAlertingInteractions Returns the number of calls alerting at agent workstations. TelephonyAlertingInteractions As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

TelephonyAlertingInteractionsAlarmLevel Returns the alarm level of calls alerting at agent workstations. TelephonyAlertingInteractionsAlarmLevel As Long

The alarm level is a number between 0 and 5. 0 stands for no alarm, and 5 is the highest alarm level.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

TelephonyAlertingTime Returns the average alerting time of calls alerting at agent workstations. TelephonyAlertingTime As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

TelephonyAverageWaitingTime Returns the average waiting time of calls in the last immediate period, in tenths of a second. TelephonyAverageWaitingTime As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

TelephonyDialedInteractions Returns the number of dialed calls in the last immediate period. TelephonyDialedInteractions As Long

Errors The property may throw the following errors:

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GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

TelephonyInboundAbandonedInteractions Returns the number of abandoned calls in the last immediate period. TelephonyInboundAbandonedInteractions As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

TelephonyInboundHandledInteractions Returns the number of handled inbound calls in the last immediate period. TelephonyInboundHandledInteractions As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

TelephonyInteractionsInQueue Returns the number of calls waiting in the campaign queue. TelephonyInteractionsInQueue As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

TelephonyInteractionsInQueueAlarmLevel Returns the alarm level for the number of calls in the campaign queue. TelephonyInteractionsInQueueAlarmLevel As Integer

The alarm level is a number between 0 and 5. 0 stands for no alarm, and 5 is the highest alarm level.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

TelephonyNuisanceInteractions Returns the number of predictive calls that resulted in nuisance calls in the last immediate period. TelephonyNuisanceInteractions As Long

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Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

TelephonyOfferedInteractions Returns the number of calls offered to the campaign in the last immediate period. TelephonyOfferedInteractions As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

TelephonyOldestWaitingInteraction Returns the waiting time of the oldest call in the campaign queue, in tenths of a second. TelephonyOldestInteractionInQueue As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

TelephonyOldestWaitingInteractionAlarmLevel Returns the alarm level for the oldest call in the campaign queue. TelephonyOldestInteractionInQueueAlarmLevel As Integer

The alarm level is a number between 0 and 5. 0 stands for no alarm, and 5 is the highest alarm level.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

TelephonyOutboundHandledInteractions Returns the number of handled outbound calls in the immediate period. TelephonyOutboundHandledInteractions As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

TelephonyServiceLevel Returns the service level of inbound calls i n the last immediate period. TelephonyServiceLevel As Long

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The service level is a number between 0 and 100.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. Related topics •

Sample wallboard driver code (page 31)

TelephonyServiceLevelAlarmLevel Returns the alarm level for the service level of calls. TelephonyServiceLevelAlarmLevel As Long

The alarm level is a number between 0 and 5. 0 stands for no alarm, and 5 is the highest alarm level.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

WebCollaborationAlertingInteractions Returns the number of Web collaborations alerting at agent workstations. WebCollaborationAlertingInteractions As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

WebCollaborationAlertingInteractionsAlarmLevel Returns the alarm level of Web collaborations alerting at agent workstations. WebCollaborationAlertingInteractionsAlarmLevel As Integer

The alarm level is a number between 0 and 5. 0 stands for no alarm, and 5 is the highest alarm level.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

WebCollaborationAlertingTime Returns the average alerting time of a Web collaboration in the last immediate period, in tenths of a second. WebCollaborationAlertingTime As Long

Errors The property may throw the following errors:

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GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

WebCollaborationAverageWaitingTime Returns the average waiting time of a Web collaboration in the last immediate period, in tenths of a second. WebCollaborationAverageWaitingTime As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

WebCollaborationInboundHandledInteractions Returns the number of handled Web collaborations in the last immediate period. WebCollaborationInboundHandledInteractions As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

WebCollaborationInteractionsInQueue Returns the number of Web collaborations waiting in the campaign queue. WebCollaborationInteractionsInQueue As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

WebCollaborationInteractionsInQueueAlarmLevel Returns the alarm level for the number of Web collaborations in the campaign queue. WebCollaborationInteractionsInQueueAlarmLevel As Integer

The alarm level is a number between 0 and 5. 0 stands for no alarm, and 5 is the highest alarm level.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

WebCollaborationOfferedInteractions Returns the number of Web collaborations offered to the campaign in the last immediate period. WebCollaborationOfferedInteractions As Long

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Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

WebCollaborationOldestWaitingInteraction Returns the waiting time of the oldest Web collaboration in the campaign queue. WebCollaborationOldestInteractionInQueue As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

WebCollaborationOldestWaitingInteractionAlarmLevel Returns the alarm level for the oldest Web collaboration in the campaign queue. WebCollaborationOldestInteractionInQueueAlarmLevel As Integer

The alarm level is a number between 0 and 5. 0 stands for no alarm, and 5 is the highest alarm level.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

WebCollaborationServiceLevel Returns the service level of Web collaborations in the last immediate period. WebCollaborationServiceLevel As Long

The service level is a number between 0 and 100.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

WebCollaborationServiceLevelAlarmLevel Returns the alarm level for the service level of Web collaborations. WebCollaborationServiceLevelAlarmLevel As Long

The alarm level is a number between 0 and 5. 0 stands for no alarm, and 5 is the highest alarm level.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

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UCICampaigns interface The UCICampaigns object is a collection of Assisted Server campaigns. Use the collection with simple Visual Basic iterators, such as For Each... In... Next. Related topics •

Sample wallboard driver code (page 31)

•

Sample property page code (page 35)

Count Returns the number of UCICampaign objects in the collection. Count As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

Clone Copies the speci fied Assisted Server campaign to another campaign with a new name. Clone(originalCampaignName As String, cloneName As String)

The new campaign does not copy the following from the original campaign: • • • • • • • •

Assigned agents Assigned teams Campaign record values Campaign telephony gateways Contacts Email addresses Logging information Permissions.

Parameters originalCampaignName

Name of the campaign to be copied. cloneName

Name of the new campaign.

Errors The property may throw the following errors: INVALID_ENTITY = 100

The named campaign does not exist. GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

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Item Returns a speci fic UCICampaign object. Item(index As Variant) As UCICampaign

Parameters index

The short name of a UCICampaign object, or a number between 1 and the number of UCICampaign objects in the collection.

Errors The method may throw the following errors: INVALID_ENTITY = 100

The named campaign does not exist. INDEX_INVALID_TYPE = 103

The index was neither a string nor a number. LARGE_ENTITY_INDEX = 105

The campaign requested by number does not exist. GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

UCIClientAttribute interface The UCIClientAttribute object accesses information about each contact attribute.

Name Returns the name of the contact attribute. Name As String

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

Type Returns or sets the type of the contact attribute. Read-write property. Type As enumClientAttributeType

The types of attribute are the following: Enum enumClientAttributeType CharType = 0 NumberType = 1 DateType = 2 TimeType = 3 DateTimeType = 4 IntegerType = 5 ShortType = 6 End Enum

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Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

Value Returns or sets the value of the contact attribute. Read-write property. Value As String

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. CLIENT_ATTRIBUTE_INVALID_VALUE = 150

The value does not match the type of the attribute. Related topics •

 How to add or change a contact attribute (page 28)

•

 How to create a new contact  (page 29)

UCIClientAttributes interface The UCIClientAttributes object is a collection of contact attributes stored on the contact table of a campaign. Use the collection with simple Visual Basic iterators, such as For Each... In... Next.

Count Returns the number of UCIClientAttribute objects in the collection. Count As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

Item Returns a speci fic UCIClientAttribute object. Item(index As Variant) As UCIClientAttribute

Parameters index

The name of a UCIClientAttribute object, or a number between 1 and the number of  UCIClientAttribute objects in the collection.

Errors The method may throw the following errors:

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GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INVALID_ENTITY = 100

The named attribute does not exist. INDEX_INVALID_TYPE = 103

The index was neither a string nor a number. LARGE_ENTITY_INDEX = 105

The attribute requested by number does not exist.

UCIContact interface The UCIContact object accesses information about a contact in the Assisted Server. Related topics •

 How to add or change a contact phone (page 28)

•

 How to add or change a contact attribute (page 28)

•

 How to create a new contact  (page 29)

easyCode Returns the easycode of the contact. easyCode As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

CampaignShortName Returns the short name of the campaign to which this contact is assigned. CampaignShortName As String

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

AgentUserName Returns or sets the user name of the agent responsible for calling the contact. Read-write property. AgentUserName As String

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

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CONTACT_INVALID_AGENT = 144

The specified agent does not exist or cannot be assigned to the contact.

DialRuleName Returns or sets the name of the dial rule assigned to the contact. Read-write property. DialRuleName As String

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. CONTACT_INVALID_DIAL_RULE = 145

The specified dial rule does not exist or cannot be assigned to the contact.

Phones Returns the collection of UCIPhone objects associated to the contact. Phones As UCIPhones

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. Related topics •

 How to add or change a contact phone (page 28)

•

 How to add or change a contact attribute (page 28)

ClientAttributes Returns the collection of UCIClientAttribute objects assigned to the contact. ClientAttributes As UCIClientAttributes

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. Related topics •

 How to add or change a contact attribute (page 28)

•

 How to create a new contact  (page 29)

Moment Returns or sets the date and time when the contact should be called. Read-write property. Moment As Variant

Errors The property may throw the following errors:

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GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. CONTACT_INVALID_MOMENT = 146

The specified value cannot be converted to a valid date and time.

Priority Returns or sets the priority assigned to this contact. Read-write property. Priority As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

Status Returns or sets the status of the contact. Read-write property. Status As Long

The status of the contact is as follows: Enum enumContactStatus Start = 0 Exec = 1 Stop = 2 Done = 3 AbortAgentDeath = 6 Invalid = 8 Rejected = 9 Created = 10 InAnalisys = 15 Cached = 16 Abort = 17 Lock = 11 End Enum

However, you can only set the contact to the states Start, Stop, and Created.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

UCIContacts interface The UCIContacts object allows a set of management operations to contacts. You cannot enumerate all the contacts of a campaign. Related topics •

 How to count the number of rejected contacts (page 27)

•

 How to add or change a contact phone (page 28)

•

 How to add or change a contact attribute (page 28)

•

 How to create a new contact  (page 29)

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CreateContact Creates and returns a new UCIContact object. CreateContact() As UCIContact

Errors The method may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. CONTACT_CREATION_ERROR = 143

Cannot create a new contact. Related topics •

 How to create a new contact  (page 29)

Get Retrieves a speci fic contact from the Assisted Server as a UCIContact object. Get(easyCode As Long) As UCIContact

Parameters easyCode

Identifier of the contact.

Errors The method may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. CONTACT_DOESNT_EXIST_IN_DATABASE = 142

The specified contact does not exist in the Assisted Server database. Related topics •

 How to add or change a contact phone (page 28)

•

 How to add or change a contact attribute (page 28)

Insert Adds a new contact to the campaign. Insert(contact As UCIContact) As Long

Parameters contact

The UCIContact  (page 67) object to insert.

Errors The method may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

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INVALID_ENTITY = 100

The specified contact cannot be inserted. The contact was not a new contact created by the method  (page 70). CreateContact  (page Related topics •

 How to add or change a contact attribute (page 28)

Update Updates the contact on the Assisted Server and returns the easyCode. Update(contact As UCIContact) As Long

Parameters contact

The UCIContact  (page 67) object, containing the new changes, to update.

Errors The method may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. CONTACT_DOESNT_EXIST_IN_DATABASE = 142

The specified contact does not exist in the Assisted Server database. CONTACT_NOT_POSSIBLE_TO_UPDATE = 147

The specified contact is locked by another supervisor and cannot be updated. CONTACT_INVALID_STATUS = 149

The contact is in the transient states CALL_EXEC, CALL_LOCK, CALL_EXEC_RECOVER, or CALL_LOCK_RECOVER. Related topics •

 How to add or change a contact phone (page 28)

•

 (page 29)  How to create a new contact  (page

Delete Deletes a contact on the Assisted Server and returns the easyCode. Delete(easyCode As Long) As Long

Parameters easyCode

The easycode of the contact to delete.

Errors The method may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. CONTACT_DOESNT_EXIST_IN_DATABASE = 142

The specified contact does not exist in the Assisted Server database.

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CONTACT_INVALID_STATUS = 149

The contact is in the transient states CALL_EXEC, CALL_LOCK, CALL_EXEC_RECOVER, or CALL_LOCK_RECOVER.

Count Counts the number of campaign contacts with the speci fied state. Count(Status As enumContactStatus) As Long

Parameters Status

Status of the campaign. The status of the contacts are as follows: Enum enumContactStatus Start = 0 Exec = 1 Stop = 2 Done = 3 AbortAgentDeath = 6 Invalid = 8 Rejected = 9 Created = 10 InAnalisys = 15 Cached = 16 Abort = 17 Lock = 11 End Enum

Errors The method may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. Related topics •

 How to count the number of rejected contacts (page 27)

UCIDialRules interface The UCIDialRules object is a collection of dial rule names on the Assisted Server. Use the collection with simple Visual Basic iterators, such as For Each... In... Next Next..

Count Returns the number of dial rule names in the collection. Count As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

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Item Returns the name of a speci fic dial rule. Item(index As Variant) As String

Parameters index

A number between 1 and the number of dial rule names in the collection.

Errors The method may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INVALID_ENTITY = 100

The named dial rule does not exist. LARGE_ENTITY_INDEX = 105

The dial rule requested by number does not exist. INDEX_INVALID_TYPE = 103

The index was neither a string nor a number.

UCIEmailProfile UCIEmailProfile interface The UCIEmailProfile object accesses information about each email profile.

Code Returns the code of the email pro file. Code As Long

EMailAddress Returns or sets the email address of the email pro file. Read-write property. EMailAddress As String

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INVALID_EMAIL_ADDRESS_FORMAT = 164

The specified email address is invalid.

EmailGateway Returns or sets the code of the email gateway used by the email pro file. Read-write property. EmailGateway As Long

Errors The property may throw the following errors:

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GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INVALID_OUTBOUND_EMAILGW = 159

The specified outbound email gateway does not exist.

password Sets the password of the POP3 account used by the email pro file. password As String

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

userName Returns or sets the user name of the POP3 account used by the email pro file. Read-write property. userName As String

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

UCIEmailProfiles interface The UCIEmailProfiles object is a collection of email profiles for the mailboxes of a campaign. Use the collection with simple Visual Basic iterators, such as For Each... In... Next.

Count Returns the number of UCIEmailProfile objects in the collection. Count As Long

Delete Deletes an email profile on the Assisted Server. Delete(Code As Long) As Long

Parameters Code

The code of the email pro file to delete.

Insert Adds a new email profile to the campaign. Returns the code of the inserted email pro file. Insert(EMailAddress password userName EmailGateway

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Parameters EMailAddress

Email address of the email pro file.  password 

Password of the POP3 email account. userName

User name of the POP3 email account. EmailGateway

Code of the email gateway used by the email profile.

Errors The method may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INVALID_OUTBOUND_EMAILGW = 159

The specified outbound email gateway does not exist. INVALID_EMAIL_ADDRESS_FORMAT = 164

The specified email address is invalid.

Item Returns a speci fic UCIEmailProfile object. Item(index As Variant) As UCIEmailProfile

Parameters index

The code of a UCIEmailProfile object, or a number between 1 and the number of UCIEmailProfile objects in the collection.

Errors The method may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INVALID_ENTITY = 100

The index was not a number. INDEX_INVALID_TYPE = 103

The index was neither a string nor a number. LARGE_ENTITY_INDEX = 105

The email profile requested by number does not exist.

UCIInstance interface Each UCIInstance object represents one Assisted Server instance. After logging in, t he object provides the collection of campaigns, and a set of values organized as keys and server directories. Related topics •

 How to set the Assisted Server of   fl ine (page 24)

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• •

 How to suspend all active campaigns (page 25) Sample wallboard driver code (page 31)

ServiceName Returns the local name of the UCIInstance object. ServiceName As String

You can always retrieve the local name of an UCIInstance object.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic unexpected error.

Login Logs in the Assisted Server instance. Login(userName As String, password As String, sink As Object)

You must log in to retrieve information from the Assisted Server instance.

Parameters userName

Name of the wallboard user.  password 

Password of the wallboard user. sink

Optional object that defines the event ShutDownWallboard  (page 80).

Errors The method may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.  AGENT_ALREADY_LOGGED_IN = 120

The agent is already logged in to the Assisted Server. Related topics •

 How to set the Assisted Server of   fl ine (page 24)

•

 How to suspend all active campaigns (page 25)

• •

Sample wallboard driver code (page 31)  How to handle the shutdown event  (page 21)

Logout Logs out from the Assisted server instance. Logout()

After you log out, you can only log in or retrieve the local name of the UCIInstance object.

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Errors The method may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.  AGENT_ALREADY_LOGGED_OUT = 121

The agent is not logged in to the Assisted Server. Related topics •

 How to set the Assisted Server of   fl ine (page 24)

•

 How to suspend all active campaigns (page 25)

•

Sample wallboard driver code (page 31)

IsOnline Returns true if the Assisted Server instance is online. IsOnline As Boolean

If false, the Assisted Server instance is in the mode administration.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INSTANCE_NOT_LOGGED_IN = 110

The program is not logged in to the Assisted Server instance. Related topics •

 How to set the Assisted Server of   fl ine (page 24)

•

 How to suspend all active campaigns (page 25)

SetOffline Sets the Assisted Server instance of fline. SetOffline()

Errors The method may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INSTANCE_NOT_LOGGED_IN = 110

The program is not logged in to the Assisted Server instance. Related topics •

 How to set the Assisted Server of   fl ine (page 24)

SetOnline Sets the Assisted Server instance online. SetOnline()

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Errors The method may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INSTANCE_NOT_LOGGED_IN = 110

The program is not logged in to the Assisted Server instance.

DateAndTime Returns the date and time of the Assisted Server instance with a precision of a second. DateAndTime As Variant

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INSTANCE_NOT_LOGGED_IN = 110

The program is not logged in to the Assisted Server instance.

Agents Returns the collection of agents defined on the Assisted Server instance. Agents As UCIAgents

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INSTANCE_NOT_LOGGED_IN = 110

The program is not logged in to the Assisted Server instance.

Campaigns Returns the collection of campaigns of the Assisted Server instance. Campaigns As UCICampaigns

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INSTANCE_NOT_LOGGED_IN = 110

The program is not logged in to the Assisted Server instance. Related topics •

 How to suspend all active campaigns (page 25)

CentralRegistry Returns the central RegDirectory object. CentralRegistry As RegDirectory 

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Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INSTANCE_NOT_LOGGED_IN = 110

The program is not logged in to the Assisted Server instance. Related topics •

Sample wallboard driver code (page 31)

•

Sample wallboard driver  (page 31)

DialRules Returns the collection of dial rules of the Assisted Server instance. DialRules As UCIDialRules

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INSTANCE_NOT_LOGGED_IN = 110

The program is not logged in to the Assisted Server instance.

NotReadyReasons Returns the collection of not ready reasons de fined on the Assisted Server instance. NotReadyReasons As UCINotReadyReasons

Errors The property may throw the following errors: INSTANCE_NOT_LOGGED_IN = 110

The program is not logged in to the Assisted Server instance.

PhoneTypes Returns the collection of phone types of the Assisted Server instance. PhoneTypes As UCIPhoneTypes

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INSTANCE_NOT_LOGGED_IN = 110

The program is not logged in to the Assisted Server instance.

Teams Returns the collection of teams de fined on the Assisted Server instance. Teams As UCITeams

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Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INSTANCE_NOT_LOGGED_IN = 110

The program is not logged in to the Assisted Server instance.

Event ShutDownWallboard The UCIInstance object sends this event when the supervisor shuts down the wallboard. Event ShutDownWallboard()

To receive the event, define a class with the method ShutDownWallboard that closes all wallboard activities. Pass an object of the class to the method  Login (page 76). The wallboard driver should also implement the method ClassTerminate  (page 40). Related topics •

Sample wallboard driver code (page 31)

•

Sample wallboard driver  (page 31)

•

 How to handle the shutdown event  (page 21)

UCIInstances interface The UCIInstances object is a representation of Assisted Server instance names in the visual interface of uSupervisor. All UCIInstances objects displayed in uSupervisor belong to this object. You can add more UCIInstances objects to this collection using uSupervisor. The UCIInstances object is a collection of Assisted Server instances that implements all standard operations t o use the simple Visual Basic iterators, such as For Each... In... Next. Related topics •

Sample wallboard driver code (page 31)

Count Returns the number of UCIInstance objects in the collection. Count As Long

Errors The property may throw the following error: GENERIC_ERROR = 108

Generic unexpected error.

Item Returns or creates a speci fic UCIInstance object. Item(index As Variant) As UCIInstance

Parameters index

A number or a string. The method has different behaviors depending on the type and syntax of the parameter:

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Numeric A number between 1 and the number of UCIInstance  (page 75) objects in the collection. Returns the corresponding member of the UCIInstances object collection, or empty if the number is out of range. Assisted Server instance The address of an Assisted Server instance, using the syntax host:port. The host is the IP address or the TCP/IP name. The port is the service name or the numeric port number. In a firewall environment, the address of the client proxy replaces the address of the Assisted Server instance. The address of the client proxy uses the syntax @host:proxy_instance. Returns a new UCIInstance  (page 75) object that tries to connect to the speci fied port and address.

Errors The method may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INVALID_ENTITY = 100

The named server does not exist. LARGE_ENTITY_INDEX = 105

The server requested by number does not exist. INDEX_INVALID_TYPE = 103

The index was neither a string nor a number.

UCINotReadyReasons interface The UCINotReadyReasons object is a collection of the not ready reasons on the Assisted Server. Use the collection with simple Visual Basic iterators, such as For Each...In...Next.

Count Returns the number of not ready reasons in the collection. Count As Long

Item Returns the short name of a speci fic not ready reason. Item(index As Variant) As String

Parameters index

A number between 1 and the number of not ready reasons in the collection.

Errors The method may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INDEX_INVALID_TYPE = 103

The index was neither a string nor a number.

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LARGE_ENTITY_INDEX = 105

The not ready reason requested by number does not exist.

UCIPhoneTypes interface The UCIPhoneTypes object is a collection of phone type names on the Assisted Server. Use the collection with simple Visual Basic iterators, such as For Each...In...Next.

Count Returns the number of phone names in the collection. Count As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

Item Returns the name of a speci fic phone type. Item(index As Variant) As String

Parameters index

A number between 1 and the number of phone type names in the collection.

Errors The method may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INDEX_INVALID_TYPE = 103

The index was neither a string nor a number. LARGE_ENTITY_INDEX = 105

The phone type requested by number does not exist.

UCIPhone interface The UCIPhone object accesses information about each contact phone.

Name Returns or sets the phone type, such as Home or Work. Read-write property. Name As String

Setting the phone name (page 82) to an empty string ( "") deletes the phone.

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Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

Number Returns or sets the phone number assigned to the UCIPhone object. Read-write property. Number As String

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. Related topics •

 How to add or change a contact phone (page 28)

•

 How to add or change a contact attribute (page 28)

UCIPhones interface The UCIPhones object is a collection of contact phones. Use the collection with simple Visual Basic iterators, such as For Each... In... Next.

Count Returns the number of UCIPhone objects in the collection. Count As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

Item Returns a speci fic UCIPhone object. Item(index As Variant) As UCIPhone

Parameters index

The phone type name of a UCIPhone object, or a number between 1 and the number of UCIPhone objects in the collection.

Errors The method may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

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INDEX_INVALID_TYPE = 103

The index was neither a string nor a number. LARGE_ENTITY_INDEX = 105

The phone requested by number does not exist.

UCITeam interface The UCITeam object accesses information about each team.

Code Returns the code of the team. Code As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

Name Returns the user name of the team. Name As String

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

AssignAgent Assigns an agent with the given name to this team. AssignAgent(agentName As String) As UCIAgents

Returns a collection (page 41) of UCIAgent  (page 40) objects containing the resulting agents assigned to the team.

Parameters agentName

Short name of the agent.

Errors The method may throw the following errors: INVALID_ENTITY = 100

The specified agent does not exist or cannot be assigned to the campaign. ENTITY_ALREADY_ASSIGNED = 101

The specified agent is already assigned to the team.

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GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

AssignedAgents Returns a collection containing the UCIAgent assigned to this UCITeam object. AssignedAgents As UCIAgents

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

DeAssignAgent Removes the assigned agent with the given name from this team. DeAssignAgent(agentName As String) As UCIAgents

Returns a collection (page 41) of UCIAgent  (page 40) object containing the resulting collection of the agents assigned to the team. If any other type of object is passed, the method throws an exception.

Parameters agentName

Short name of the agent.

Errors The method may throw the following errors: INVALID_ENTITY = 100

The specified agent does not exist. ENTITY_NOT_ASSIGNED = 102

The specified agent is not assigned to the team. GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

UCITeams interface The UCITeams object is a collection of teams. Use the collection with simple Visual Basic iterators, such as For Each... In... Next.

Count Returns the number of UCITeam objects in the collection. Count As Long

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

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Item Returns a speci fic UCITeam object. Item(index As Variant) As UCITeam

Parameters index

The user name of a UCITeam object, or a number between 1 and the number of UCITeam objects in the collection.

Errors The method may throw the following errors: INVALID_ENTITY = 100

The named team does not exist. INDEX_INVALID_TYPE = 103

The index was neither a string nor a number. LARGE_ENTITY_INDEX = 105

The team requested by number does not exist. GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance.

RegDirectory interface The RegDirectory object accesses values stored on the uCI Repository. The values are organized as keys in directories. Related topics •

 How to modify a value stored in the Assisted Server registry (page 26)

•

Sample wallboard driver code (page 31)

•

What are RegDirectory paths (page 21)

•

Sample property page code (page 35)

WorkingDirectory Returns the path of the working directory. WorkingDirectory As String

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INSTANCE_NOT_LOGGED_IN = 110

The program is not logged in to the Assisted Server instance.

ChangeDirectory Changes the server directory associated to the directory object. ChangeDirectory(pathName As String)

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Parameters  pathName

Absolute or relative path of the server directory.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INSTANCE_NOT_LOGGED_IN = 110

The program is not logged in to the Assisted Server instance. Related topics •

 How to modify a value stored in the Assisted Server registry (page 26)

•

Sample wallboard driver code (page 31)

•

Sample property page code (page 35)

OpenDirectory Creates a directory object associated to a server directory. OpenDirectory(pathName As String) As RegDirectory

Parameters  pathName

Absolute or relative path of the server directory.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INSTANCE_NOT_LOGGED_IN = 110

The program is not logged in to the Assisted Server instance.

MakeDirectory Creates a server directory. MakeDirectory(dirName As String)

Parameters dirName

Absolute or relative path of the server directory.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INSTANCE_NOT_LOGGED_IN = 110

The program is not logged in to the Assisted Server instance.

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Related topics • •

 How to modify a value stored in the Assisted Server registry (page 26) Sample property page code (page 35)

ListDirectories Returns the subdirectories of the directory object. ListDirectories() As String()

The return value is an array of strings.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INSTANCE_NOT_LOGGED_IN = 110

The program is not logged in to the Assisted Server instance.

ListKeys Returns the keys in a directory object. ListKeys() As String()

The return value is an array of strings.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INSTANCE_NOT_LOGGED_IN = 110

The program is not logged in to the Assisted Server instance.

GetValue Returns the value associated to a key, or a default value. GetValue(key As String, defaultValue As String) As String

Parameters key

Key to retrieve in the server directory. defaultValue

Value to return if the key does not exist in the server directory.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INSTANCE_NOT_LOGGED_IN = 110

The program is not logged in to the Assisted Server instance.

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Related topics • •

 How to modify a value stored in the Assisted Server registry (page 26) Sample wallboard driver code (page 31)

SetValue Associates a value to a key. SetValue(key As String, value As String)

Parameters key

Key to create or change in the server directory. value

Value to associate with the key.

Errors The property may throw the following errors: GENERIC_ERROR = 108

Generic error or error communicating with the Assisted Server instance. INSTANCE_NOT_LOGGED_IN = 110

The program is not logged in to the Assisted Server instance. Related topics • •

 How to modify a value stored in the Assisted Server registry (page 26) Sample property page code (page 35)

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Index A Abort 69, 72 AbortAgentDeath 69, 72 Activate 42 Agent 40, 41 AssignAgent 26, 42, 84 AssignedAgents 26, 43, 85 DeAssignAgent 45, 85 Instance 78 SetAgentNotReady 56 SetAgentReady 56 AGENT_ALREADY_LOGGED_IN 20, 76 AGENT_ALREADY_LOGGED_OUT 20, 76 AGENT_FEATURE_FAILED 56 AgentUserName 67 AlertingInteractions 46, 58, 61 AlarmLevel 46, 58, 61 AlertingTime 46, 58, 61 AssignAgent 26, 42, 84 AssignedAgents 26, 43, 85 AssignedTeams 26, 43 AssignTeam 26, 43 AverageWaitingTime 46, 58, 62 AvgIdleTime 44

B

Contact (continued) ResubmitContact 55 Update 28, 70 CONTACT_ALREADY_EXISTS_IN_DATABASE 20 CONTACT_CREATION_ERROR 20, 70 CONTACT_DOESNT_EXIST_IN_DATABASE 20, 70, 71 CONTACT_INVALID_AGENT 20, 67 CONTACT_INVALID_DIAL_RULE 20, 68 CONTACT_INVALID_EASY_CODE 20 CONTACT_INVALID_MOMENT 20, 68 CONTACT_INVALID_STATUS 71 CONTACT_NOT_POSSIBLE_TO_UPDATE 20, 71 CONTACT_PHONE_MARKED_FOR_DELETE20 ContactStatus 69, 72 Count Agent 41 Campaign 64 ClientAttribute 66 Contact 27, 72 DialRule 72 EmailProfile 74 Instance 80 NotReadyReasons 81 Phone 83 PhoneType 82 Team 85 CreateContact 29, 70 Created 69, 72

BootWallboard 39

D C Cached 69, 72 Campaign 25, 42, 64 Instance 78 CAMPAIGN_IS_CLOSED 20, 42, 44, 57 CAMPAIGN_IS_OPENED 20, 42, 44, 50 CAMPAIGN_IS_SUSPENDED 20, 50, 57 CAMPAIGN_IS_TERMINATED 20, 50, 57 CampaignShortName 67 CampaignStatus 57 CEKResubmitAction 55 CentralRegistry 78 ChangeDirectory 26, 86 CharType 65 ClassTerminate 21, 40 CLIENT_ATTRIBUTE_INVALID_VALUE 20 ClientAttribute 28, 29, 65, 66, 68 ClientAttributeType 65 Clone 64 Close 44 Closed 57 Code 40, 44, 73, 84 Contact 67, 69 Campaign 44 Count 27, 72 CreateContact 29, 70 RescheduleContact 54

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DateAndTime 78 DateTimeType 65 DateType 65 DeAssignAgent 45, 85 DeAssignTeam 45 Delete 71 EmailProfile 74 Design 19, 39 DialedInteractions 58 DialRule 45, 72, 79 DialRuleName 68 Done 69, 72

E easyCode 67 EMailAddress 73 EmailGateway 73 EmailProfile 73 EmailProfiles 48, 74 ENTITY_ALREADY_ASSIGNED 20, 26, 42, 43, 84 ENTITY_NOT_ASSIGNED 20, 45, 85 enumCampaignStatus 57 enumClientAttributeType 65 enumContactStatus 69, 72 enumErrors 20 enumFailReason 54

uSupervisor COM API

Exec 69, 72

ForeseenEnd 49 ForeseenStart 49

NotReadyReasons 81 Instance 79 NUISANCE_FORCE_TYPE 51 NuisanceInteractions 59 Number 28, 29, 83 NumberType 65

G

O

GENERIC_ERROR 20 Get 28, 70 GetValue 26, 88

OfferedInteractions 47, 60, 62 OldestInteractionInQueue 47, 60, 63 AlarmLevel 48, 60, 63 Open 50 OpenDirectory 87 OutboundHandledInteractions 48, 60 OutboundTerminated 57 OutEMailGateway 50 OutEMailSenderAddress 50

F

I Idle 41 InAnalisys 69, 72 InboundAbandonedInteractions 59 InboundHandledInteractions 47, 59, 62 INDEX_INVALID_TYPE 20 Insert 29, 70 EmailProfile 74 Instance 24, 25, 38, 75, 80 INSTANCE_NOT_LOGGED_IN20 IntegerType 65 InteractionsInQueue 47, 59, 62 AlarmLevel 47, 59, 62 Invalid 69, 72 INVALID_AGENT_STATE 20, 41 INVALID_ENTITY 20 INVALID_INDEX_VALUE 20, 28 IsOnline 24, 25, 77 Item Agent 41 Campaign 65 ClientAttribute 66 DialRule 73 EmailProfile 75 Instance 80 NotReadyReasons 81 Phone 83 PhoneType 82 Team 86

L LARGE_ENTITY_INDEX 20 ListDirectories 88 ListKeys 88 Lock 69 Login 24, 25, 76 Logout 24, 25, 76

M MakeDirectory 26, 87 MiddleDriver 19, 31, 39 Moment 68

N Name 40, 49, 65, 82, 84

P PACING_MODE 51 password 74 Phone 28, 29, 68, 82, 83 PhoneType 79, 82 PM_InboundRate 50 PM_NuisanceForceType 51 PM_PacingMode 51 PM_PowerDialPause 52 PM_ReqNuisanceLevel 52 PM_ReqNuisanceRatio 52 PM_RonaTimeoutPreview 53 PM_WrapupTimeoutPreview 53 PositionID 41 Presentation 24, 25, 38 Priority 69 PropertyPages 19, 39

R ReadyAgents 53 AlarmLevel 54 RegDirectory 21, 26, 78, 86, 87 Rejected 69, 72 RescheduleContact 54 ResubmitContact 55 Running 25, 57

S SERVER_ERROR 16 ServiceLevel 48, 60, 63 AlarmLevel 48, 61, 63 ServiceName 76 SetAgentNotReady 56 SetAgentReady 56 setClientProcessID 38 setClientProcessID32 38 SetOf fline 24, 77 SetOnline 77 SetValue 26, 89 ShortType 65 ShutDownWallboard 21, 25, 80

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