callcentoverview.html

JTAPI_html 用于JTAPI的HTML文档.

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<CENTER>
<H3>Agent Terminal States</H3>
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<P><IMG SRC="images/Agnstat.gif" HEIGHT=400 WIDTH=540></P>

<P>
<IMG SRC="images/cyan-ball.gif">
UNKNOWN: The AgentTerminal object enters the UNKNOWN state when the provider
is unable to determine the state of the AgentTerminal.
</P>

<P>
<IMG SRC="images/cyan-ball.gif">
LOG_IN: The AgentTerminal object enters the LOG_IN state when the AgentTerminal
is logged into an ACDAddress.
</P>

<p>
<IMG SRC="images/cyan-ball.gif">
LOG_OUT: The AgentTerminal object enters the LOG_OUT state when the 
AgentTerminal has logged out of an ACDAddress.
</P>

<P>
<IMG SRC="images/cyan-ball.gif">
NOT_READY: The AgentTerminal object enters the NOT_READY state when it is
busy with tasks other than servicing calls.
</p>

<P>
<IMG SRC="images/cyan-ball.gif">
READY: The AgentTerminal object enters the READY state when it is
ready to service calls.
</p>
<P>
<IMG SRC="images/cyan-ball.gif">
WORK_NOT_READY: The AgentTerminal object enters the WORK_NOT_READY state when 
it is disconnected from a call and is busy with tasks associated with
a call.
</p>
<P>
<IMG SRC="images/cyan-ball.gif">
WORK_READY: The AgentTerminal object enters the WORK_READY state when 
it is ready to resume the tasks associated with a call.
</p>

<p>
<IMG SRC="images/cyan-ball.gif">
BUSY: The AgentTerminal object enters the BUSY state when is is engaged in
a call and cannot handle other ACD calls.
</p>
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<p>
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<H3>
ACD Sample Code
</H3>
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<H3>AgentTest Java Source</H3>

<PRE>import java.applet.*;
import java.lang.*;
import java.util.*;
import java.telephony.*;
import java.telephony.callcenter.*;

public class AgentTest extends Applet {

        Provider myProvider;
        Terminal myTerminal;
        Address myAddress;
        AgentTerminal myAgentTerminal;
        ACDAddress myACDAddress;
        String agentID=&quot;&quot;;
        String agent_passwd = &quot;&quot;;
        Agent[] myAgents = new Agent[1];


        public void init() {

          /*
           * Create a provider by first obtaining the default implementation of
           * JTAPI and then the default provider of that implementation.
           */
           Provider myprovider = null;
           try {
               JtapiPeer peer = JtapiPeerFactory.getJtapiPeer(null);
               myprovider = peer.getProvider(null);
           } catch (Exception excp) {
               System.out.println("Can't get Provider: " + excp.toString());
               System.exit(0);
           }

        }

        public void start() {

            // if Terminal returned does not implement AgentTerminal return
            if (!(myTerminal instanceof AgentTerminal))
                return;
            // else cast it to AgentTerminal
            myAgentTerminal = (AgentTerminal)myTerminal;

            Address myAddress;
            try {
                myAddress = myProvider.getAddress(&quot;74444&quot;);
                // if Address is not an instance of ACDAddress return
                if (!(myAddress instanceof ACDAddress))
                   return;
                // else cast it to ACDAddress
                myACDAddress = (ACDAddress)myAddress;
                // prompt Agent for agent_passwd and agentID
                // log in to ACD group
                myAgents[0] = new Agent(Agent.LOG_IN,
                        agentID, myACDAddress,
                        myAddress, agent_passwd);
                myAgentTerminal.setAgents(myAgents);
             } catch (Exception e) {
                System.out.println(&quot;exception occured&quot;);
                return;
             }
        }

        public void stop() {

            if (myAgentTerminal != null)
            {
            try {
                // log out of ACD group
                myAgents[0].setState(Agent.LOG_OUT);
                myAgentTerminal.setAgents(myAgents);
            } catch (Exception e) {
                System.out.println(&quot;exception occured&quot;);
                return;
            }
            }
        }
}
</PRE>

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<CENTER>
<H3><BR>
AgentTest Application Objects</H3>
</CENTER>

<H3><IMG SRC="images/Agntest.gif" HEIGHT=363 WIDTH=500></H3>

<HR>

<H3>ACDTest Java Source</H3>

<PRE>
import java.applet.*;
import java.lang.*;
import java.util.*;
import telephony.*;
import telephony.events.AddressEvent;
import telephony.callcenter.*;
import telephony.callcenter.events.*;

public class ACDTest extends Applet {

        Provider myProvider;
        Address myAddress;
        ACDAddress myACDAddress;
        MyACDObserver myACDObserver;

        public void init() {

          /*
           * Create a provider by first obtaining the default implementation of
           * JTAPI and then the default provider of that implementation.
           */
           Provider myprovider = null;
           try {
               JtapiPeer peer = JtapiPeerFactory.getJtapiPeer(null);
               myprovider = peer.getProvider(null);
           } catch (Exception excp) {
               System.out.println("Can't get Provider: " + excp.toString());
               System.exit(0);
           }
    }

        public void start() {

            // if Address returned does not implement ACDAddress return
            if (!(myAddress instanceof ACDAddress))
                return;

        myACDAddress = (ACDAddress)myAddress;
        try {
                // add observer on my ACD Address
                myAddress.addObserver(myACDObserver);
                }
                catch (Exception e) {
                        System.out.println(&quot;exception occured&quot;);
                        return;
                }

    }

        public void stop() {

            if (myACDAddress != null)
            {
                // delete observer on my ACD Address
                try {
                    myAddress.removeObserver(myACDObserver);
                }
                catch (Exception e) {
                        System.out.println(&quot;exception occured&quot;);
                        return;
                    }

        }
    }

}

class MyACDObserver implements ACDAddressObserver
{
        public void addressChangedEvent(AddressEvent[] event)
        {
            if(!(event[0] instanceof CallCenterEvent))
                return;
            CallCenterEvent ccEvent = (CallCenterEvent) event[0];
            int eventType = ccEvent.getCallCenterType();

            switch(eventType)
            {
                case ACDEvent.ACD_LOGGEDON_EVENT:
                case ACDEvent.ACD_LOGGEDOFF_EVENT:
                case ACDEvent.ACD_NOTREADY_EVENT:
                case ACDEvent.ACD_READY_EVENT:
                case ACDEvent.ACD_WORKNOTREADY_EVENT:
                case ACDEvent.ACD_WORKREADY_EVENT:
                case ACDEvent.ACD_UNKNOWN_EVENT:
                // call a routine which tracks ACD Agents
                ACDAddressEvent aaEvent = (ACDAddressEvent) ccEvent;
                trackACDAgents((ACDAddress)aaEvent.getAddress(),
                        aaEvent.getAgentTerminal(),
                        aaEvent.getAgentID());
                    return;
                default:
                    return;
            }
        }

        public void trackACDAgents(ACDAddress acdGroup,
                                AgentTerminal agentTerminal,
                                String agentID)
        {
            // store information in global tables
            // use in a routing app to figure out destination
            return;
        }
}
</PRE>

<HR>
<CENTER>
<H3><BR>
ACDTest Application Objects</H3>
</CENTER>

<PRE><IMG SRC="images/Acdtest.gif" HEIGHT=397 WIDTH=500></PRE>

<HR>
<BR><BR><BR>

<H3>
ACD Manager
</H3>
<p>
Some Provider implementations have a more complex ACD feature in which a group of ACD Address can be managed logically as one Address. In order to support this function, the Call Center model has included another Address interface to handle this ACD Address group management. This interface is known as an ACDManagerAddress. It is an extension of an Address. Calls that are presented to an ACD Manager Address may be processed in several different ways. For example, the call may be queued at several different ACD Addresses before being distributed to an Agent Terminal, the call may be delivered immediately to one of the available Terminals associated with a given ACD Address in the group, or the call may be redirected to another ACD Manager Address or individual ACD Address.The Connection interface which represents the relationship between the ACD Manager Address and the Call is known as ACDManagerConnection.<p>
</a>
<CENTER>
<h3>ACD Manager Address Model</h3>
</CENTER>
<HR>
<center><img src="images/ACDMgrAd.gif"></center>
<HR>


<A NAME="PredCalling">
<H2>Predictive Call</H2>
<HR>

<P>Predictive Call is a key cornerstone of Call Center feature. An application
uses it when it wants to launch a call where the destination is connected
to the call first and the originator is connected only after the connection
to the destination is successful.</P>

<P>A typical application is one where an application wants to contact a
list of potential customers, about for example a newspaper subscription
promotion. The application has a list of telephone numbers that correspond
to the customers. The application picks one number at a time from this
list and makes a predictive call. If no one answers, the call is dropped.
If a customer answers, an attempt is made to connect the originating device.
The originating device may be an ACD group, in which case an ACD agent
anwers for the originating device. After this call is established the application
moves on to the next telephone number on the list and repeats its actions.</P>

<A NAME="AppData">
<H2>Application Data</H2>
<HR>

<P>Application Data allows application to associate application specific
data with a call. Methods on the CallCenterCall interface support setting
and getting application data. In addition an event, ApplicationDataEvent,
is sent when the set method is used or the provider associates data with
the call from another source.</P>

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