Understanding JSMCAPI Classes

This chapter discusses the JavaScript MultiChannel Application Programming Interface (JSMCAPI) classes.

Understanding JSMCAPI

This section introduces the JSMCAPI, a JavaScript-based API used to build custom applications, such as MultiChannel consoles, or to enable MultiChannel functionality on the PeopleSoft Pure Internet Architecture page. The API is built upon the REN server JavaScript client and is a pure JavaScript API.

JSMCAPI is the interface through which the application developer accesses the JSMCAPI functionalities. JSMCAPI provides a set of objects such as User, Address, Group, and so on. The PSMC, a global object, provides all those methods called to send agent requests to the server; it also provides an event handler callback method for the PeopleSoft MultiChannel Application Programming Interface (PSMCAPI) call backs for events coming from the CTI server.

The JSMCAPI communicates with the PSMCAPI through the REN server using MCP (Multi-Channel Protocol). MCP includes topic and event definition. In general, JSMCAPI:

• Sends agent requests to the MultiChannel Server.

  The requests can be agent state requests such as login, logout, set ready, and so on. Requests can also be call requests such as dial-out, answer the call, transfer/conference, and so on.

• Receives PBX/Switch events from the CTI server.

  Events can be the agent state change such as event ready, not ready, and so on. Events can also be call events such as incoming call, call released, call transferred, and so on.

Understanding JSMCAPI Classes

This sections gives an overview of all the JSMCAPI classes.

The following class diagrams explain all the classes, fields, and the methods.

Class diagram Part 1

Class diagram Part 2

Class diagram Part 3

Class diagram Part 4

PSMC

PSMC is the base class that an application accesses to start an instance of JSMCAPI. The application can access all JSMCAPI functionality through this object. A session object is created from this class.

The following diagram explains the relationship of PSMC with all other classes.

PSMC base class-part 1

PSMC base class-part 2

See Also

PSMC Class Constructor

Server

The Server class refers to the routing server and can execute events for specific server states. Three types of servers are available, CTI, queue server, and MultiChannel server. The constants are CTI, UQ and MCS respectively.

See Also

Server Class Constructor

RENServer

The RENServer cluster is represented in the RENServer class. It provides the URL and the server status (active or shutdown).

See Also

RenServer Class Constructor

Session

Sessions are set for users registering with the Server. Addresses, buddies, and groups are registered for the user with the session. The connection between the server and JSMCAPI is a session. There is only one session object per PSMC object.

See Also

Session Class Constructor

_Address

The _Address class identifies the user with a unique ID. The ID identifies the user to the routing system and is unique for each channel or mediatype.

The subclasses of _Address class are:

• Extension

• _UQAddress

• A2AchatAddress

Further delineation of address by media type is provided by:

• ChatAddress

• EmailAddress

• GenericAddress

ChatAddress, EmailAddress, and GenericAddress classes extend _UQAddress.

See Also

Extension Class Constructor

_UQAddress Class Constructor

A2AChatAddress Class Constructor

ChatAddress Class Constructor

EmailAddress Class Constructor

GenericAddress Class Constructor

Line

Line class describes the line of the extension for a call task. This version supports one extension with two lines and two extensions with one line in each.

See Also

Line Class Constructor

Connection

Tasks are routed to agents through a connection. Email, chat and generic have a dedicated connection class, like EmailConnection, ChatConnection, and GenericConnection. These connections provide task specific manipulation functions.

See Also

ChatConnection Class Constructor

EmailConnection Class Constructor

Group

The group class defines the group or queue information. There are one or more groups objects per session.

See Also

Group Class Constructor

Task

This is an abstract base class that defines a unit of work. The classes that extend task per media type are:

• Call

• Email

• Chat

• A2AChat

• GenericTask

See Also

Call Class Constructor

Email Class Constructor

Chat Class Constructor

A2AChat Class Constructor

GenericTask Class Constructor

_User

_User is a base class. The subclasses are User and Buddy. These classes define the properties that pertain to the user such as the addresses, languages or presence. _User is a virtual class and should not be instantiated.

See Also

_User Class Constructor

MediaType

This class defines the media that an agent can handle.

See Also

MediaType Class Constructor

Reason

The Reason class defines the message or error message that accompanies an event or request. Globalization of the messages is implemented. Furthermore extra data can be passed in this object for providing a detailed message.

See Also

Reason Class Constructor

Statistics

Statistics are provided by the routing server for agent, call, task, group, and user. The following classes describe the statistics for each component:

• AgentStatistics

• CallStatistics

• TaskStatistics

• GroupStatistics

• GroupStatistics1

• GroupStatistics2

• UserStatistics1

• UserStatistics2

See Also

AgentStatistics Class Constructor

CallStatistics Class Constructor

TaskStatistics Class Constructor

GroupStatistics Constructor

GroupStatistics1 Class Constructor

GroupStatistics2 Class Constructor

UserStatistics1 Class Constructor

UserStatistics2 Class Constructor

Data

When a task is introduced to the system, data pertaining to the task is defined in the following classes:

• CallData

• EmailData

• ChatData

• GenericData

Application specific data is provided for task via the AppData class. Similarly, user data is defined in UserData.

See Also

CallData Class Constructor

EmailData Class Constructor

ChatData Class Constructor

GenericData Class Constructor

Globals

This class defines functions that are used universally.

See Also

GLOBALS Class Fields

MCEvent

Events passed to the application handler are defined by MCEvent.

See Also

MCEvent Class Constructor

Caps

Capabilities define the ability or allowed actions for a component. The following classes define specific capabilities:

• ChatConnectionCaps

• EmailConnectionCaps

• GenericConnectionCaps

• ExtensionCaps

• LineCaps

• ChatConnectionCaps

• EmaiConnectionCaps

• GenericConnectionCaps

• UserCaps

See Also

ChatConnectionCaps Class Constructor

EmailConnectionCaps Class Constructor

GenericConnectionCaps Class Constructor

ExtensionCaps Class Constructor

LineCaps Class Constructor

ForwardMode

ForwardMode describes various forward modes that can be used while setting the forwarding mode for a Address.

See Also

ForwardMode Class Constructor

_Address Class Hierarchy

The _Address class can be extended by other subclasses. The following flowchart shows the different subclasses, and how they interrelate.

Do not instantiate _Address or _UQAddress class objects. Instead, use the child classes.

_Address class hierarchy

See Also

_Address Class Constructor

_UQAddress Class Constructor

A2AChatAddress Class Constructor

Extension Class Constructor

ChatAddress Class Constructor

EmailAddress Class Constructor

GenericAddress Class Constructor

_Address Class Constructor

The following is the _Address class constructor.

_Address

Syntax

_Address()

Description

Creates an _Address object that describes the address.

Parameters

None.

Returns

An _Address object.

_Address Class Fields

In this section we discuss the JSMCAPI _Address class fields. These fields are described in alphabetical order.

caps

Description

The capacities of the address.

Type: object.

id

Description

The ID of the address.

Type: string.

_Address Class Callback Event Method

The following is the callback event method used with a JSMCAPI _Address object.

onError

Syntax

onError(event)

Description

Fires on the event of an address error.

_UQAddress Class Constructor

The following is the UQAddress class constructor.

_UQAddress

Syntax

_UQAddress()

Description

Creates a _UQAddress object, which is the base for the various addresses associated with the universal queue server.

Parameters

None.

Returns

A universal queue address object.

_UQAddress Class Fields

The _UQAddress class inherits the following fields from the _Address class.

• caps

• id

See _Address Class Fields.

The following are the _UQAddress class fields.

Tasks

Description

The associative array of the tasks on the queue managed by the address.

_UQAddress Methods

The following are the _UQAddress methods.

acceptTask

Syntax

acceptTask(task, reason)

Description

Sends a request to the universal queue server to signal that the client has accepted the task.

Parameters

Returns

None.

dequeueTask

Syntax

dequeueTask(task)

Description

Sends a request to the universal queue server to remove the task from its queue.

Parameters

Returns

None.

_UQAddress Class Callback Event Methods

The _UQAddress class inherits the onError callback event method from the _Address class.

See _Address Class Callback Event Method.

The following are the callback event methods used with a JSMCAPI universal queue address object. The callback event methods are described in alphabetical order.

onAccepted

Syntax

onAccepted(event)

Description

Fires when the task is accepted.

onAcceptingTask

Syntax

onAcceptingTask(event)

Description

Fires as the task is being accepted.

onDequeueingTask

Syntax

onDequeueingTask(event)

Description

Fires as the task is being dequeued.

onNotify

Syntax

onNotify(event)

Description

Fires on task notification.

onTaskAdded

Syntax

onTaskAdded(event)

Description

Fires when the task is added to the addressed queue.

onTaskRemoved

Syntax

onTaskRemoved(event)

Description

Fired when the task is removed

onUnassigned

Syntax

onUnassigned(event)

Description

Fired when the task is unassigned.

_User Class Hierarchy

The _User class can be extended by other subclasses. The following flowchart shows the different subclasses, and how they interrelate:

_User class hierarchy

See Also

Buddy Class Constructor

User Class Constructor

_User Class Constructor

The following is the _User class constructor.

_User

Syntax

_User()

Description

Describes the base class of user/agent.

Parameters

None.

Returns

A _User object.

_User Class Fields

The following are the fields associated with the JSMCAPI _User class. These fields are discussed in alphabetical order.

agentID

Description

The agent's agent ID.

Type: string.

caps

Description

The agent capabilities on each group.

Type: associative array.

id

Description

The agent's PeopleSoft user ID.

Type: string.

name

Description

The agent's user name.

Type: string.

presences

Description

The agent's presence on each group.

Type: associative array.

states

Description

Agent state on each group.

Type: associative array, including the constants beginning with ST_*.

These constants must be accessed from an instantiated object.

ST_LOGGEDIN

Description

The agent is logged in.

ST_LOGGEDOUT

Description

The agent is logged out.

ST_NOTREADY

Description

The agent is not ready.

ST_READY

Description

The agent is ready.

ST_UNKNOWN

Description

The agent's state is unknown.

ST_WORKNOTREADY

Description

The agent is in the work not ready state.

ST_WORKREADY

Description

The agent is in the work ready state.

statistics

Description

Agent statistics for CTI.

Type: AgentStatistics object.

See Also

AgentStatistics Class Constructor.

statistics1

Description

Agent statistics for the universal queue server.

Type: UserStatistics1 object.

See Also

UserStatistics1 Class Constructor.

statistics2

Description

Agent statistics for the universal queue server.

Type: UserStatistcs2 object.

See Also

UserStatistics2 Class Constructor.

A2AChat Class Constructor

The following is the A2AChat class constructor.

A2AChat

Syntax

A2AChat(event,address,chatType) 
            

Description

Creates an agent-to-agent chat object.

The chat is related to the A2AChatAddress. It does not extend Task as it is not generated or tracked by the universal queue server. Construction occurs inside the A2AChatAddress.

Parameters

Returns

An agent-to-agent chat object.

A2AChat Class Fields

The following are the A2AChat fields.

address

Description

The address containing the agent-to-agent chat.

Type: A2AChatAddress object.

See Also

A2AChatAddress Class Constructor

agentID

Description

The associated agent's ID.

Type: string.

agentName

Description

The associated agent's name.

Type: string.

appData

Description

The application data that is provided to the client with the notification event.

Type: AppData object.

See Also

AppData Class Constructor

chatType

Description

The type of chat, either A2AChat.TYPE_CONSULT or A2AChat.TYPE_ANSWER.

Type: string, with one of the following constants:

Example

The A2AChat.TYPE_* can only be accessed as in the following example:

var value = A2AChat.TYPE_CONSULT;

See Also

GLOBALS Class Fields

customerName

Description

The name of the customer in the ongoing chat.

Type: object.

id

Description

The ID of this chat.

Type: string.

isConference

Description

A flag to check whether it is conference or not.

Type: object.

jr

Description

JournalRoute

Type: string.

question

Description

Question that is asked when customer initiates chat.

Type: object.

subject

Description

Subject of the chat. Customer will provide this subject when he initiates chat.

Type: object.

type

Description

The task type, chat.

Type: string.

uniqueueId

Description

The unique ID.

Type: string.

A2AChat Class Method

The following is the A2AChat class method.

getURL

Syntax

getURL(defaultURL)

Description

Returns the URL for the given task.

Parameters

Returns

The URL associated with this task.

A2AChatAddress Class Constructor

The following is the A2AChatAddress constructor.

A2AChatAddress

Syntax

A2AChatAddress()

Description

Agent-to-agent chat address. Handles the creation of agent-to-agent chats for incoming and outgoing chat communication.

Parameters

None.

Returns

An A2AChatAddress object.

A2AChatAddress Class Fields

The A2AChatAddress class inherits the following fields from the _Address class:

• id

• caps

See _Address Class Fields.

The following are the fields associated with the A2AChatAddress class.

id

Description

The address ID.

Type: string.

tasks

Description

The array of A2AChats associated with this address.

Type: associative array.

See Also

GLOBALS Class Fields

A2AChatAddress Class Method

The following is the A2AChatAddress class method.

initiateChat

Syntax

initiateChat(agentId)

Description

Initializes the A2AChatAddress by creating an A2AChat task.

Parameters

Returns

None.

A2AChatAddress Class Callback Event Methods

The A2AChatAddress class inherits the onError callback event method from the _Address class.

See _Address Class Callback Event Method.

The following are the A2AChatAddress class callback methods:

onChatEnded

Syntax

onChatEnded(event)

Description

This event gets called when an agent to agent chat is closed.

onInitiatingChat

Syntax

onInitiatingChat(event)

Description

This event gets called when chat is getting initiated.

onNotify

Syntax

onNotify(event)

Description

This event gets called when there is a new A2Achat notification.

AgentStatistics Class Constructor

The following is the AgentStatistics class constructor.

AgentStatistics

Syntax

AgentStatistics()

Description

The agent statistics information.

Parameters

None.

Returns

An AgentStatistics object.

AgentStatistics Class Fields

The following are the AgentStatistics class fields.

averageCallDuration

Description

The average call duration, in seconds, for an agent.

Type: number

averageHoldDuration

Description

The average hold duration, in seconds, for an agent.

Type: number.

callsHandled

Description

The total number of calls handled by an agent.

Type: number.

data

Description

An associative array of key value pairs that includes all agent statistics.

Type: associative array.

percentIdleTime

Description

The percentage of time for which the agent is idle.

Type: number

percentTimeAvailable

Description

The percentage of time for which the agent is in ready state.

Type: number

percentTimeInCurrentState

Description

The percentage of time in current state.

Type: number

percentTimeUnavailable

Description

The percentage of time for which the agent is in not ready state.

Type: number

timeCurrentLogin

Description

The time since login for the agent.

Type: number.

timeWorking

Description

The time spent working on tasks.

Type: number.

totalTaskAcceptedLogin

Description

The number of tasks accepted since login time

Type: number

totalTaskDoneLogin

Description

Number of tasks done by the agent since login time i.e. current login.

Type: number.

totalTaskUnassignedLogin

Description

Number of tasks unassigned since login time

Type: number.

unavailableDuration

Description

The total time for which an agent is unavailable.

Type: string.

waitDuration

Description

The total time an agent has to wait for a call.

Type: string.

AppData Class Constructor

The following is the AppData class constructor.

AppData

Syntax

AppData()

Description

The AppData object describes the key-value pairs of the data received on the agent-to-agent chat event.

Parameters

None.

Returns

Type: AppData object.

AppData Class Fields

The following are the AppData class fields.

data

Description

An associative array of the data in name value pairs.

Type: associative array.

groupId

Description

The group ID passed in by the notify event.

Type: string.

jr

Description

The JournalRoute.

Type: string.

question

Description

The initial question of the task.

Type: string.

strData

Description

The raw application data as a string.

Type: string.

subject

Description

The subject of the task.

Type: string.

uniqueId

Description

The unique ID.

Type: string.

url

Description

The URL passed in by the AppData.

Type: string with the following constant:

userId

Description

The agent's user ID.

Type: string.

username

Description

The agent's user name.

Type: string.

wizUrl

Description

The wizard URL that is used for popping up new task window.

Type: string.

AppData Class Method

The following is the AppData class method.

addKeyValue

Syntax

addKeyValue(key, value)

Description

Add the key value pair to the AppData object.

Parameters

Returns

None.

Buddy Class Constructor

The Buddy class extends the _User class.

See _User Class Constructor.

The following is the Buddy class constructor.

Buddy

Syntax

Buddy()

Description

Describes the buddy. An agent can register buddies and is notified of state changes.

Parameters

None.

Returns

A Buddy object.

Buddy Class Fields

The Buddy class inherits the following fields from the _User class:

• agentID

• caps

• id

• name

• presences

• states

• statistics

• statistics1

• statistics2

See _User Class Constructor.

Buddy Class Callback Event Methods

The following are the Buddy class callback event methods.

onStat1

Syntax

onStat1(event)

Description

Fires when statistics1 is received.

onStat2

Syntax

onStat2(event)

Description

Fires when statistics2 is received.

onState

Syntax

onState(event)

Description

Fires when the state event is received.

Call Class Constructor

The Call class extends the Task class.

See Task Class Constructor.

The following is the Call class constructor.

Call

Syntax

Call(strCall)

Description

The Call object describes the call task information associated with the line.

Parameters

Returns

A Call object.

Call Class Fields

The Call class inherits the following fields from the Task class:

• caseid

• cost

• customerid

• group

• id

• onStat

• priority

• type

• urlAbs

• urlRel

See Task Class Fields.

The following are additional Call class fields.

line

Description

The line object that is associated with this call.

Type: line object.

See Also

Line Class Constructor

statistics

Description

Call statistics object associated with the call.

Type: CallStatistics object.

See Also

CallStatistics Class Constructor.

CallData Class Constructor

The following is the CallData class constructor.

CallData

Syntax

CallData()

Description

The CallData object describes the key-value pairs of the call data with the call object.

Parameters

None.

Returns

A CallData object.

CallData Class Fields

The following are the CallData class fields:

ani

Description

The ANI caller id.

Type: string.

callId

Description

The call ID.

Type: string.

callType

Description

The call type.

Type: string.

data

Description

The key value pairs of the call data.

Type: string.

dnis

Description

The DNIS callee ID.

Type: string.

CallData Class Method

The following is the CallData class method.

addKeyValue

Syntax

addKeyValue(key), value

Description

Add key value to the CallData object.

Parameters

Returns

None.

CallStatistics Class Constructor

The following is the CallStatistics class constructor.

CallStatistics

Syntax

CallStatistics()

Description

The call statistics information.

Parameters

None.

Returns

A CallStatistics object.

CallStatistics Class Fields

The following are the CallStatistics class fields.

data

Description

An associative array of key-value pairs that includes all statistics.

Type: associative array.

holdTime

Description

Duration that the call is on hold.

Type: string.

queueTime

Description

Duration that this call has been in the queue.

Type: string.

talkTime

Description

Duration that the call is established.

Type: string.

Chat Class Constructor

The Chat class extends the Task class.

See Task Class Constructor.

The following is the Chat class constructor.

Chat

Syntax

Chat(event, address)

Description

The Chat object describes the task information for tasks associated with the ChatAddress.

Parameters

Returns

A Chat object.

Chat Class Fields

The Chat class inherits the following fields from the Task class:

• caseid

• cost

• customerid

• group

• id

• onStat

• priority

• type

  The task type for chat that is Task.TYPE_CHAT.

• urlAbs

• urlRel

See Task Class Fields.

The following are the additional Chat class fields.

address

Description

The address containing the agent-to-agent chat.

Type: A2AChatAddress object.

See Also

A2AChatAddress Class Constructor

agentId

Description

The agent's ID.

Type: string.

appData

Description

The application data that is provided to the client with the notification event.

Type: AppData object.

See Also

AppData Class Constructor

chatconnection

Description

The chat connection object associated with this call.

Type: line object

chatType

Description

Type of chat, for example consulting chat or answering chat

Type: string

customerName

Description

The customer username.

Type: string.

groupId

Description

The group ID.

Type: string.

question

Description

The question for this chat.

Type: string.

subject

Description

The subject of the chat.

Type: string.

statistics

Description

The chat statistics object that associated with this chat.

Type: string.

userData

Description

The user data associated with the chat.

Type: object.

Chat Class Method

The Chat class extends the Task class.

See Task Class Constructor.

The following is the Chat class method.

gettpUrl

Syntax

gettpUrl(defaultUrl)

Description

Returns the URL for the given task for a third-party routing server.

Parameters

Returns

Returns the URL associated with this task.

getUrl

Syntax

getUrl(defaultUrl)

Description

Returns the URL for the given task.

Parameters

Returns

Returns the URL for the chat.

ChatAddress Class Constructor

The ChatAddress class extends the _UQAddress class.

See _UQAddress Class Constructor.

The following is the ChatAddress class constructor.

ChatAddress

Syntax

ChatAddress()

Description

Handles the creation of customer chat tasks.

Parameters

None.

Returns

A ChatAddress object.

ChatAddress Class Fields

The ChatAddress class inherits the following fields from the _Address class:

• id

  The address's ID is equal to Task.TYPE_CHAT.

• caps

See _Address Class Fields.

The ChatAddress class inherits the following field from the _UQAddress class:

tasks

See _UQAddress Class Fields.

The following are ChatAddress class fields.

chatconnections

Description

List of ChatConnection objects that are associated with chat address.

Type: chatconnection object.

ChatAddress Class Methods

The ChatAddress class inherits the following methods from the _UQAddress class:

• acceptTask

• dequeueTask

See _UQAddress Methods.

The following are ChatAddress class methods.

chat

Syntax

chat(agentId,buddyId,reason  )

Description

Sends a request to initiate a new chat.

Parameters

Returns

None.

getChatconnectionByConnectionId

Syntax

getChatconnectionByConnectionId(connectionId)

Description

Get the chatconnection object with the chatconnection Id.

Parameters

Returns

Line object, null if there is no connection with that chatconnection id.

getChatconnectionindexByConnectionId

Syntax

getChatconnectionindexByConnectionId
(connectionId)

Description

Get the chatconnection index with the chatconnection Id.

Parameters

Returns

index, −1 if there is no connection with that chatconnection id.

getFreeChatconnection

Syntax

getFreeChatconnection()

Description

Get the free chatconnection object. A connection is free if there is no activity on this line.

Returns

Returns chatconnection object, null if there is no free line.

getFreeChatconnectionIndex

Syntax

getFreeChatconnectionIndex()

Description

Get the free chatconnection index. A connection is free if there is no activity on this line.

Returns

Returns chatconnection index, null if there is no free line.

ChatAddress Callback Event Methods

The ChatAddress class inherits the onError callback event method from the _Address class.

See _Address Class Callback Event Method.

The ChatAddress class inherits the following callback event methods from the _UQAddress class:

• onAccepted

• onAcceptingTask

• onDequeueingTask

• onNotify

• onTaskAdded

• onTaskRemoved

• onUnassigned

See _UQAddress Class Fields.

The following are ChatAddress callback event methods:

onCapabilitiesChanged

Syntax

onCapabilitiesChangedevent

Description

Fires when ChatAddress capabilities change

ChatConnection Class Constructor

The following is the chatconnection class constructor.

ChatConnection

Syntax

ChatConnection()

Description

Chat connection object.

Parameters

None

Returns

Returns a chatconnection object.

ChatConnection Class Fields

The following are chatconnection class fields:

caps

Description

The capabilities of the ChatConnection.

chat

Description

Chat task associated with the connection.

Type: string

connectionId

Description

The connection Id.

Type: string

id

Description

The constant representing ChatConnection Id.

Type: string

state

Description

The connection state.

Type: string

ChatConnection Class Methods

The following are chatconnection class methods:

answer

Syntax

answer(agentId,reason )

Description

Answer a chat request.

Parameters

Returns

None

conference

Syntax

conference(agentId,reason )

Description

Conference a chat with another agent.

Parameters

Returns

None.

forward

Syntax

forward(fromagentId,toagentId, qid, userdata, chatdata, reason)

Description

Forward chat to another agent or another queue.

Parameters

Returns

None.

gethistory

Syntax

gethistory(agentId,noofLines, reason )

Description

Request chat history by specifying number of lines of chat history needed.

Parameters

Returns

None.

getUrl

Syntax

getUrl(defaultURL)

Description

Get the URL for screen popup.

Parameters

Returns

Returns a URL string.

message

Syntax

message(agentId,message, reason )

Description

Send a chat message while chatting.

Parameters

Returns

None.

pushURL

Syntax

pushURL(URL)

Description

Request to push a URL to the customer.

Parameters

Returns

None.

reject

Syntax

reject(agentId,reason )

Description

Reject a chat.

Parameters

Returns

None.

release

Syntax

release(agentId,reason )

Description

Release a chat.

Parameters

Returns

None.

typing

Syntax

typing(agentId,reason )

Description

Indicates typing in a chat conversation by one party.

Parameters

Returns

None.

ChatConnection Class Callback Event Methods

The following are ChatConnection class callback event methods.

onAccepted

Syntax

onAccepted(event)

Description

Fires when chat is accepted by a agent.

onAnswering

Syntax

onAnswering(event)

Description

Fires when answering the chat.

onCapabilitiesChanged

Syntax

onCapabilitiesChanged(event)

Description

Fires when chat capabilities change.

onChatdataChanged

Syntax

onChatdataChanged(event)

Description

Fires when there is a change in chat data.

onConferencing

Syntax

onConferencing(event)

Description

Fires when conferencing the chat.

onDialing

Syntax

onDialing(event)

Description

Fires when chat is in the process of connecting.

onDropped

Syntax

onDropped(event)

Description

Fires when chat is dropped.

onError

Syntax

onError(event)

Description

Fires when a there is a chat connection error.

onForwarded

Syntax

onForwarded(event)

Description

Fires when chat is forwarded.

onForwardError

Syntax

onForwardError(event)

Description

Fires when there is error in forwarding the task.

onForwarding

Syntax

onForwarding(event)

Description

Fires when forwarding the chat.

onHistory

Syntax

onHistory(event)

Description

Fires when agent receives chat history.

onIncomingChat

Syntax

onIncomingChat(event)

Description

Fires when ChatConnection state is changed to INCOMING.

onMessage

Syntax

onMessage(event)

Description

Fires when there is incoming message.

onPartyAdded

Syntax

onPartyAdded(event)

Description

Fires when a new chat party is added.

onPartyChanged

Syntax

onPartyChanged(event)

Description

Fires when the chat party changes.

onPartyRemoved

Syntax

onPartyRemoved(event)

Description

Fires when a chat party is removed.

onProperties

Syntax

onProperties(event)

Description

Fires when a agent receives chat properties.

onPushURL

Syntax

onPushURL(event)

Description

Fires when a routing system push URL.

onRejected

Syntax

onRejected(event)

Description

Fires when a chat is rejected.

onReleased

Syntax

onReleased(event)

Description

Fires when a chat is released.

onReleasing

Syntax

onReleasing(event)

Description

Fires when conferencing the chat.

onRevoked

Syntax

onRevoked(event)

Description

Fires when a chat is revoked.

onTalking

Syntax

onTalking(event)

Description

Fires when an agent/customer is in the state of talking.

onTyping

Syntax

onTyping(event)

Description

Fires when typing in a chat conversation.

onUserdataChanged

Syntax

onUserdataChanged(event)

Description

Fires when there is a change in user data.

ChatConnectionCaps Class Constructor

The following is the chatconnectioncaps class constructor.

ChatConnectionCaps

Syntax

ChatConnectionCaps(strCaps)

Description

Describes the ChatConnection capabilities.

Parameters

Returns

Returns a chatconnection object.

ChatConnectionCaps Class Fields

The following are the ChatConnectionCaps class fields.

canAnswer

Description

Answer capability.

Type: boolean

canConference

Description

Conference capability.

Type: boolean

canConferenceSingle

Description

Conference single capability.

Type: boolean

canForward

Description

Forward capability.

Type: boolean

canIndicateTyping

Description

Indicate Typing capability.

Type: boolean

canPushURL

Description

PushURL capability.

Type: boolean

canReject

Description

Reject capability.

Type: boolean

canSendMessage

Description

SendMessage capability.

Type: boolean

ChatData Class Constructor

The following is ChatData class constructor.

ChatData

Syntax

ChatData()

Description

The ChatData object describes the key-value pairs of the chat data with the chat object.

ChatData Class Fields

The following is ChatData class field.

data

Description

Key value pairs that includes data.

Type: object.

ChatData Class Methods

The following is ChatData class method.

addKeyValue

Syntax

addKeyValue(key, value )

Description

Add key value to the chatdata object.

Parameters

Email Class Constructor

The Email class extends the Task class.

See Task Class Constructor.

The following is the email class constructor.

Email

Syntax

Email(event)

Description

The Email object describes the task information for tasks associated with the EmailAddress.

Parameters

Returns

Returns an Email object.

Email Class Fields

The Chat class inherits the following fields from Task class:

• caseid

• cost

• customerid

• group

• id

• onStat

• priority

• type

  The task type is equal to Task.TYPE_EMAIL.

• urlAbs

• urlRel

See Task Class Fields.

The following are the additional Email class fields.

address

Description

The address containing the A2AChat.

agentId

Description

The agent's ID.

appData

Description

The application data that is provided to the client with the notification event.

Type: AppData object.

See Also

Task Class Fields

customerName

Description

The customer username.

Type: string.

emailconnection

Description

The emailconnection object that associated with this email.

Type: line object.

emailId

Description

The unique email id generated from an Enqueue. It identifies the email stored in the database ie. it serves as a key to the data stored in the database.

Type: string.

groupId

Description

The group id.

Type: string.

question

Description

The question for this email.

Type: string.

statistics

Description

The statistics object that is associated with this email.

Type: object.

subject

Description

The subject of this email.

Type: string.

userData

Description

The user data that is associated with this email.

Type: object.

Email Class Method

The following are the Email class methods:

gettpUrl

Syntax

gettpUrl(defaultUrl)

Description

Returns the URL for the given task for third-party routing.

Parameters

Returns

The URL associated with this task.

getUrl

Syntax

getURL(defaultUrl)

Description

Returns the URL for the given task.

Parameters

Returns

The URL associated with this task.

EmailAddress Class Constructor

The EmailAddress class extends the _UQAddress class.

See _UQAddress Class Constructor.

The following is the EmailAddress class constructor.

EmailAddress

Syntax

EmailAddress()

Description

Handles the creation of email tasks.

Parameters

None.

Returns

An EmailAddress object.

EmailAddress Class Fields

The EmailAddress class inherits the following fields from the _Address class:

• id

  The address's ID is equal to Task.TYPE_EMAIL.

• caps

See _Address Class Fields.

The EmailAddress class inherits the tasks field from the _UQAddress class.

See _UQAddress Class Fields.

The following are EmailAddress class fields.

agent

Description

The agent id of this email address.

emailconnections

Description

Describes the EmailConnection object.

EmailAddress Class Methods

The EmailAddress class inherits the following fields from the _UQAddress class:

• acceptTask

• dequeueTask

See _UQAddress Methods.

getEmailconnectionByConnectionId

Syntax

getEmailconnectionByConnectionId(connectionId)

Description

Get the emailconnection object with the emailconnection id.

Parameters

Returns

Returns line object, null if there is no connection with that emailconnection id.

getEmailconnectionindexByConnectionId

Syntax

getEmailconnectionindexByConnectionId(connectionId)

Description

Get the emailconnection index with the emailconnection id.

Parameters

Returns

Returns index, -1 if there is no connection with that emailconnection id.

getFreeEmailconnection

Syntax

getFreeEmailconnection()

Description

Get the free email connection object. A connection is free if there is no activity on this line.

Returns

Returns emailconnection object, null if there is no free line.

EmailAddress Callback Event Methods

The EmailAddress class inherits the onError callback event method from the _Address class.

See _Address Class Callback Event Method.

The EmailAddress class inherits the following callback event methods from the _UQAddress class:

• onAccepted

• onAcceptingTask

• onDequeueingTask

• onNotify

• onTaskAdded

• onTaskRemoved

• onUnassigned

See _UQAddress Class Callback Event Methods.

EmailConnection Class Constructor

The following is EmailConnection class constructor.

EmailConnection

Syntax

EmailConnection()

Description

Handles email connection.

EmailConnection Class Fields

The following are EmailConnection class fields.

caps

Description

The capabilities of the EmailConnection.

connectionId

Description

The email connection Id.

Type: string

email

Description

Email task id associated with this email connection.

Type: string with following constants:

id

Description

The id of the EmailConnection.

Type: string

state

Description

The connection state.

Type: string

EmailConnection Class Methods

The following are the EmailConnection class methods:

abandon

Syntax

abandon(reason)

Description

Abandon email task without completing the task .

Parameters

Returns

None.

answer

Syntax

answer(reason)

Description

Answer/Accept the email assignment.

Parameters

Returns

None.

complete

Syntax

complete(reason)

Description

Send task completion notification.

Parameters

Returns

None.

forward

Syntax

forward(fromagentId,toagentId, qid, userdata, emaildata, reason)

Description

Forward email to another agent or to another queue.

Parameters

Returns

None.

reject

Syntax

reject(reason)

Description

Reject email assignment.

Parameters

Returns

None.

withdraw_RES

Syntax

withdraw_RES
(reason)

Description

Send response for the request of (Withdraw of Email) by routing server. This is the response from the agent to the routing system.

Parameters

Returns

None.

EmailConnection Class Callback Event Methods

The following are EmailConnection class callback event methods:

onAnswering

Syntax

onAnswering(event)

Description

Fires when email task is getting answered.

onCapabilitiesChanged

Syntax

onCapabilitiesChanged(event)

Description

Fires when there is a change in connection capabilities.

onCompleted

Syntax

onCompleted(event)

Description

Fires when EmailConnection state is changed to COMPLETED.

onDropped

Syntax

onDropped(event)

Description

Fires when EmailConnection state is changed to DROPPED.

onEmaildataChanged

Syntax

onEmaildataChanged(event)

Description

Fires when there is a change in email data.

onError

Syntax

onError(event)

Description

Fires when a there is a email connection error.

onForwarded

Syntax

onForwarded(event)

Description

Fires when email is forwarded to another queue or to another agent.

onForwardError

Syntax

onForwardError(event)

Description

Fires when there is error in forwarding the task.

onForwarding

Syntax

onForwarding(event)

Description

Fires when forwarding the email.

onIncoming

Syntax

onIncoming(event)

Description

Fires when EmailConnection state is changed to INCOMING.

onProcessing

Syntax

onProcessing(event)

Description

Fires when EmailConnection state is changed to PROCESSING.

onRejected

Syntax

onRejected(event)

Description

Fires when email task is rejected by agent and the routing system acknowledges the same.

onRevoked

Syntax

onRevoked(event)

Description

Fires when email is revoked by routing system before agent accepts that.

onUserdataChanged

Syntax

onUserdataChanged(event)

Description

Fires when there is a change in user data.

onWithdraw_REQ

Syntax

onWithdraw_REQ(event)

Description

Fires when there is a request for email withdraw from routing server. This is a request from routing server to the agent.

EmailConnectionCaps Class Constructor

The following is EmailConnectionCaps class constructor:

EmailConnectionCaps

Syntax

EmailConnectionCaps(strCaps)

Description

Describes the EmailConnection capabilities.

Parameters

Returns

Returns EmailConnection object.

EmailConnectionCaps Class Fields

The following are the EmailConnectionCaps class fields.

canAnswer

Description

Answer/Accept an email capability.

Type: boolean

canComplete

Description

Capability to complete an assigned email.

Type: boolean

canForward

Description

Capability to forward an email.

Type: boolean

canReject

Description

Capability to reject an email.

Type: boolean

EmailData Class Constructor

The following is EmailConnectionCaps class constructor.

EmailData

Syntax

EmailData()

Description

The EmailData object describes the key-value pairs of the email data with the Email object.

Returns

Returns EmailData object.

EmailData Class Fields

The following is EmailData class field.

data

Description

Key value pairs that includes email data.

Type: object.

EmailData Class Methods

The following is EmailData class method.

addKeyValue

Syntax

addKeyValue(key, value )

Description

Add key value to the emaildata object.

Parameters

Extension Class Constructor

The Extension class extends the _Address class.

See _Address Class Constructor.

The following is the Extension class constructor.

Extension

Syntax

Extension(numOfLines)

Description

The Extension object describes the CTI address.

Parameters

Returns

An Extension object.

Extension Class Fields

The Extension class inherits the following fields from the _Address class:

• caps

• id

See _Address Class Fields.

The following are the Extension class fields.

forwardMode

Description

The forward mode of the extension.

Type: forwardMode object.

See Also

ForwardMode Class Constructor

isDnd

Description

Flag for Do Not Disturb.

Type: boolean.

lines

Description

List of line objects associated with this extension.

Type: list.

numOfLines

Description

The number of lines for this extension.

Type: number.

Extension Class Methods

The Extension class inherits the onError method from the Address class.

The following are the Extension class methods.

cancelDnd

Syntax

cancelDnd(reason)

Description

Cancel the DND (do not disturb).

Parameters

Returns

None.

cancelForwardSet

Syntax

cancelForwardSet(reason)

Description

Cancel the forward.

Parameters

Returns

None.

forwardSet

Syntax

forwardSet(number, mode, reason)

Description

Forward the call to another number/extension.

Parameters

Returns

None.

getDialingLine

Syntax

getDialingLine()

Description

Get the dialing line object.

Parameters

None

Returns

Returns a line object. Null if there is no dialing line.

See Also

Line Class Constructor

getFreeLine

Syntax

getFreeLine()

Description

Get the free line object. A line is free if there is no activity on this line.

Parameters

None

Returns

Returns a line object. It returns null if there is no free line.

getLineByConnectionId

Syntax

getLineByConnectionId(connectionID)

Description

Get the line object with the call.

Parameters

Returns

Returns a Line object. Returns null if there is no line with that call.

See Also

Line Class Constructor

getOffHookLine

Syntax

getOffHookLine()

Description

Get the offhook line object.

Parameters

None.

Returns

Returns a Line object. Returns null if there is no offhook line.

See Also

Line Class Constructor

setDnd

Syntax

setDnd(reason)

Description

Fires when setting DND (do not disturb).

Parameters

Returns

None.

Extension Class Callback Event Methods

The following are the Extension class callback event methods.

onCancelingDnd

Syntax

onCancelingDnd(event)

Description

Fires when canceling DND (do not disturb).

onCancelingForward

Syntax

onCancelingForward(event)

Description

Fires when canceling forward.

onDnd

Syntax

onDnd(event)

Description

Fires when DND (Do Not Disturb) is requested and processed.

onDndCanceled

Syntax

onDndCanceled(event)

Description

Fires when DND is cancelled.

Parameters

Returns

None.

onForwardCanceled

Syntax

onForwardCanceled(event)

Description

Fires when forward is canceled.

onForwarded

Syntax

onForwarded(event)

Description

Fires when call is forwarded.

onForwarding

Syntax

onForwarding(event)

Description

Fires when forwarding the call.

onSettingDnd

Syntax

onSettingDnd(event)

Description

Fires when setting DND (do not disturb).

ExtensionCaps Class Constructor

The following is the Extension class constructor.

ExtensionCaps

Syntax

ExtensionCaps(strCaps)

Description

Describes the extension's capabilities.

Parameters

Returns

An ExtensionCaps object.

ExtensionCaps Class Fields

The following are the Extension class fields.

canCancelDnd

Description

This extension can cancel DND (do not disturb).

Type: boolean.

canDial

Description

This extension can dial out.

Type: boolean.

canFwdBusy

Description

This extension can forward calls if busy.

Type: boolean.

canFwdBusyNoAnswer

Description

This extension can forward calls if busy/no answer.

Type: boolean.

canFwdCancelForward

Description

This extension can cancel forward.

Type: boolean.

canFwdDefault

Description

This extension can forward.

Type: boolean.

canFwdNoAnswer

Description

This extension can forward if no answer.

Type: boolean.

canFwdUnconditional

Description

This extension can forward unconditionally.

Type: boolean.

canRefreshState

Description

This extension can refresh state.

Type: boolean.

canSetDnd

Description

This extension can set DND (do not disturb).

Type: boolean.

ForwardMode Class Constructor

The following is the ForwardMode class constructor.

ForwardMode

Syntax

ForwardMode()

Description

Describes various forward modes that can be used while setting the forwarding mode for an Address.

Parameters

None.

Returns

A ForwardMode object.

ForwardMode Class Field

The following is the ForwardMode class field.

mode

Description

The current forwarding mode.

Type: string of the following constants.

GenericAddress Class Constructor

The GenericAddress class extends the _UQAddress class.

The following is the GenericAddress class constructor.

GenericAddress

Syntax

GenericAddress()

Description

Handles the creation of generic tasks.

Parameters

None.

Returns

A GenericAddress object.

GenericAddress Class Fields

The GenericAddress class inherits the following fields from the _Address class.

• caps

• id

  The address's ID is equal to Task.TYPE_GENERIC.

See _Address Class Fields.

The GenericAddress class inherits the tasks field from the _UQAddress class.

See _UQAddress Class Fields.

The following are GenericAddress class fields:

agent

Description

The agent id of this generic address owner.

Type: object

genericconnections

Description

List of GenericConnections.

Type: genericconnectionobject

GenericAddress Class Methods

The GenericAddress class inherits the following methods from the _UQAddress class:

• acceptTask

• dequeueTask

See _UQAddress Methods.

The following are GenericAddress own class methods.

getFreeGenericconnection

Syntax

getFreeGenericconnectio()

Description

Get the free generic connection object. A connection is free if there is no activity on this line.

Parameters

None.

Returns

Returns genericconnection object, null if there is no free line.

getGenericconnectionByConnectionId

Syntax

getFreeGenericconnectio(connectionId)

Description

Get the genericconnection object with the genericconnection id.

Parameters

Returns

Returns line object, null if there is no connection with that genericconnection id.

getGenericconnectionindexByConnectionId

Syntax

getGenericconnectionindexByConnectionId(connectionId)

Description

Get the genericconnection index with the genericconnection id.

Parameters

Returns

Returns index, -1 if there is no connection with that genericconnection id.

GenericAddress Class Callback Event Methods

The GenericAddress class inherits the onError callback event method from the _Address class.

See _Address Class Callback Event Method.

The GenericAddress class inherits the following callback event methods from the _UQAddress class:

• onAcceptingTask

• onDequeueingTask

• onTaskAdded

• onTaskRemoved

• onNotify

• onAccepted

• onUnassigned

See _UQAddress Class Callback Event Methods.

GenericConnection Class Constructor

The following is the GenericConnection class constructor.

GenericConnection

Syntax

GenericConnection()

Description

Handles Generic connection.

Parameters

None.

Returns

A genericconnection object.

GenericConnection Class Fields

The following are GenericConnection class fields:

caps

Description

The capabilities of the GenericConnection.

connectionId

Description

The generic connection Id.

Type: string

generic

Description

The generic task id associated with this generic connection.

Type: string

id

Description

The id of the GenericConnection.

Type: string

state

Description

The connection state.

Type: string with following constants:

GenericConnection Class Methods

The following are the GenericConnection class methods:

abandon

Syntax

abandon(reason)

Description

Abandon generic task.

Parameters

Returns

None.

answer

Syntax

answer(reason)

Description

Answer/Accept the generic task assignment.

Parameters

Returns

None.

complete

Syntax

complete(reason)

Description

Send task completion notification.

Parameters

Returns

None.

forward

Syntax

forward(fromagentId,toagentId, qid, userdata, genericdata, reason)

Description

Forward generic task to another Agent or to another queue.

Parameters

Returns

None.

reject

Syntax

reject(reason)

Description

Reject generic task assignment.

Parameters

Returns

None.

withdraw_RES

Syntax

withdraw_RES
(reason)

Description

Send response for the request of (Withdraw of Generic task) by routing server. This is the response from the agent to the routing system.

Parameters

Returns

None.

GenericConnection Class Callback Event Methods

The following are ChatConnection class callback event methods:

onCapabilitiesChanged

Syntax

onCapabilitiesChanged(event)

Description

Fires when there is a change in GenericData.

onCompleted

Syntax

onCompleted(event)

Description

Fires when GenericConnection state is changed to COMPLETED.

onDropped

Syntax

onDropped(event)

Description

Fires when GenericConnection state is changed to DROPPED.

onError

Syntax

onError(event)

Description

Fires when a there is a generic connection error.

onForwarded

Syntax

onForwarded(event)

Description

Fires when generic task is forwarded.

onForwardError

Syntax

onForwardError(event)

Description

Fires when there is error in forwarding the generic task.

onForwarding

Syntax

onForwarding(event)

Description

Fires when forwarding the generic task.

onGenericdataChanged

Syntax

onGenericdataChanged(event)

Description

Fires when there is a change in GenericData.

onIncoming

Syntax

onIncoming(event)

Description

Fires when GenericConnection state is changed to INCOMING.

onProcessing

Syntax

onProcessing(event)

Description

Fires when GenericConnection state is changed to PROCESSING.

onRejected

Syntax

onRejected(event)

Description

Fires when generic task is rejected by agent and the routing system acknowledges the same.

onRevoked

Syntax

onRevoked(event)

Description

Fires when generic task is revoked by routing system before agent accepts that.

onUserdataChanged

Syntax

onUserdataChanged(event)

Description

Fires when there is a change in user data.

onWithdraw_REQ

Syntax

onWithdraw_REQ(event)

Description

Fires when there is a request for generic task withdraw from routing server. This is a request from routing server to the agent.

GenericConnectionCaps Class Constructor

The following is GenericConnectionCaps class constructor.

GenericConnectionCaps

Syntax

GenericConnectionCaps(strCaps)

Description

Describes the GenericConnection capabilities.

Parameters

Returns

Returns GenericConnection object.

GenericConnectionCaps Class Fields

The following are the GenericConnectionCaps class fields

canAnswer

Description

Answer/Accept a generic task capability.

Type: boolean

canComplete

Description

Complete an assigned generic task capability.

Type: boolean

canForward

Description

Forward a generic task capability.

Type: boolean

canReject

Description

Reject a generic task capability.

Type: boolean

GenericData Class Constructor

The following is GenericConnectionCaps class constructor:

GenericData

Syntax

GenericData()

Description

The GenericData object describes the key-value pairs of the generic data with the generic object

Returns

Returns GenericData object.

GenericData Class Fields

The following is GenericData class field:

data

Description

Key value pairs that includes data.

Type: object.

GenericData Class Methods

The following is GenericData class method:

addKeyValue

Syntax

addKeyValue(key, value )

Description

Add key value to the genericdata object.

Parameters

GenericTask Class Constructor

The GenericTask class extends the Task class.

The following is the GenericTask class constructor

GenericTask

Syntax

GenericTask(event)

Description

The GenericTask object describes the generic task information for tasks associated with the GenericAddress object.

Parameters

Returns

A GenericTask object.

GenericTask Class Fields

The GenericTask class inherits the following fields from the Task class:

• caseid

• cost

• customerid

• group

• id

• onStat

• priority

• type

  The task type for generic task that is Task.TYPE_GENERIC.

• urlAbs

• urlRel

See Task Class Fields.

The following are the additional GenericTask class fields.

address

Description

The address containing the A2AChat.

agentId

Description

The agent id to whom this task is assigned.

Returns a string.

appData

Description

The application data that is provided to the client with the notification event.

Type: AppData object.

See Also

AppData Class Constructor

customerName

Description

The customer username.

Type: string.

genericconnection

Description

The generic connection object that associated with this Generic task.

Type: line

genericId

Description

The unique generic id generated from an Enqueue. It identifies the data in the database associated with the generic task.

Type: string.

groupId

Description

The group id for which task is initiated.

Type: string.

question

Description

The question of this generic task which is raised by customer.

Type: string.

statistics

Description

Task statistics of the generic task.

Type: object.

subject

Description

The subject of the generic task.

Type: string.

userdata

Description

User data object that is associated with this generic task.

Type: object.

GenericTask Class Method

The following is the GenericTask class method.

gettpUrl

Syntax

gettpUrl(defaultUrl)

Description

Returns the URL for the given task for the third-party routing.

Parameters

Returns

Returns the URL for the given task.

getUrl

Syntax

getUrl(defaultUrl)

Description

Returns the URL for the given task.

Parameters

Returns

Returns the URL for the given task.

GLOBALS Class Fields

The following are global fields, which may be accessed without instantiating an object. They are accessed as shown.

A2AChat.PS_JR

Description

The Journal Routing constant.

Example

A2AChat.PS_JR = "ps_jr";

A2AChat.TYPE_ANSWER

Description

The constant representing an A2AChat type of answer.

This type is generated when a different user wants this user to answer an A2AChat.

Example

A2AChat.TYPE_ANSWER = "answer";

A2AChat.TYPE_CONSULT

Description

The constant representing an A2AChat type of consult.

This type is generated when this user wants to consult a different user.

Example

A2AChat.TYPE_CONSULT = "consult";

Server.TYPE_CTI

Description

The constant representing a CTI server.

Example

Server.TYPE_CTI = "CTI";

Server.TYPE_UQ

Description

The UQ server type.

Example

Server.TYPE_UQ = "UQ";

Task.TYPE_A2ACHAT

Description

The constant representing an A2AChat.

Example

Task.TYPE_A2ACHAT = "A2ACHAT";

Task.TYPE_CHAT

Description

The constant representing a chat task.

Example

Task.TYPE_CHAT = "CHAT";

Task.TYPE_CTI

Description

The constant representing a CTI task.

Example

Task.TYPE_CTI = "CTI";

Task.TYPE_EMAIL

Description

The constant representing an email task.

Example

Task.TYPE_EMAIL = "EMAIL";

Task.TYPE_GENERIC

Description

The constant representing a generic task.

Example

Task.TYPE_GENERIC = "GENERIC";

GLOBALS Class Methods

The following are the GLOBALS class methods.

initJSMCAPI

Syntax

initJSMCAPI()

Description

The initialization function of the JSMCAPI. This is the first function should be called by application.

Parameters

None.

Returns

None. Initializes JSMCAPI.

isValid

Syntax

isValid(obj)

Description

Returns true if an object is not undefined and not null. Obj can be any JavaScript object or literal. This method is a convenience method to check that an object is both not null and not undefined.

Parameters

Returns

Returns a boolean.

Returns true if an object is not undefined and not null.

MCFBroadcast

Syntax

MCFBroadcast(cluster, queue, task, state, presence, message, securitylevel, importancelevel, senderid, NameValuePairString )

Description

Broadcast a message to any queue, cluster, or only agents.

Parameters

Returns

None

Group Class Constructor

The following is the Group class constructor.

Group

Syntax

Group()

Description

The Group object describes the group information.

Parameters

None.

Returns

A Group object.

Group Class Fields

The following are the Group class fields.

id

Description

The group ID.

Type: string.

name

Description

The group name.

Type: string.

registered

Description

True if the Group is registered on the server.

Type: boolean.

statistics

Description

The group statistics for CTI.

Type: GroupStatistics object

See Also

GroupStatistics1 Class Constructor

statistics1

Description

The group statistics for the queue server.

Type: GroupStatistics1 object.

See Also

GroupStatistics1 Class Constructor

statistics2

Description

The group statistics for the queue server.

Type: GroupStatistics2 object.

See Also

GroupStatistics2 Class Constructor

Group Class Callback Event Methods

The following are the Group class callback event methods.

onStat

Syntax

onStat(event)

Description

Fires when there is new statistics going to this group.

onStat1

Syntax

onStat1(event)

Description

Fires when statistics1 is received.

onStat2

Syntax

onStat2(event)

Description

Fires when statistics2 is received.

onTaskAdded

Syntax

onTaskAdded(event)

Description

Fires when a task added to this group.

onTaskRemoved

Syntax

onTaskRemoved(event)

Description

Fires when a task is removed from this group.

GroupStatistics Constructor

The following is the GroupStatistics class constructor.

GroupStatistics

Syntax

GroupStatistics()

Description

The group statistics information.

Parameters

None.

Returns

A GroupStatistics object.

GroupStatistics Fields

The following are the GroupStatistics class fields.

data

Description

Key value pairs that include all statistics.

listOfTasksInTheQueueByTaskType

Description

Denotes the task type, task state and the time for which the task is in the system.

maxTaskCompletionTime

Description

Longest wait time for a task in the queue.

newestTask

Description

Time elapsed for the most recent task.

newestTaskCompletionTime

Description

Difference between queue time and the time when task is done.

numberOfAbandoned

Description

Number of tasks that are abandoned.

numberOfLoggedIn

Description

Number of agents that are logged in the queue.

numberOfQueued

Description

Number of tasks that are queued.

numUnassignedTasks

Description

Number of unassigned tasks.

queuedWaitTime

Description

The average wait time, in seconds, of a queued task.

queueUpTime

Description

Time since the queue is available on the system (startup/boot time).

relativeQueueLoad

Description

Relative queue load.

timeElapsedOldestTask

Description

Time elapsed for the oldest task (difference between current time and en-queue time).

GroupStatistics1 Class Constructor

The following is the GroupStatistics1 class constructor.

GroupStatistics1

Syntax

GroupStatistics1(data)

Description

UQ Group statistics sent on group refresh 1.

Parameters

Returns

A GroupStatistics1 object.

GroupStatistics1 Class Fields

The following are the GroupStatistics1 class fields.

mostRecentTaskDone

Description

The most recently done task in the group.

Type: string.

mostRecentTaskDoneData

Description

The data for the most recent task done.

Type: string.

mostRecentTaskEnqueued

Description

The most recently enqueued task in the group.

Type: string.

mostRecentTaskEnqueuedData

Description

The data for the most recently enqueued task.

Type: string.

numAgentsAvailable

Description

Number of agents available in the group.

Type: string.

numAgentsLoggedIn

Description

Number of agents logged in on the group.

Type: string.

numEscalation

Description

Number of escalated tasks in the group.

Type: string.

numOverflow

Description

Number of overflowed tasks in the group.