Table of Contents

Agent Interaction SDK Java Developer’s Guide

• Intended Audience
  
• Chapter Summaries
  

About Agent Interaction (Java API)

• Library Overview
  
• Architecture
  
• API Overview
  

About the Code Examples

• Setup for Development
  
• Application Development Design
  
• Application Essentials
  

Writing Server Applications

• Five Rules to Build an AIL Server Application
  
• Agent Server
  

Voice Interactions

• Voice Interaction Design
  
• Six Steps to an AIL Client Application
  
• SimplePlace
  
• SimpleVoiceInteraction
  
• MultipartyVoiceInteraction
  
• Instant Messaging
  
• SIP Preview
  

Switch Facilities

• Switch Design
  
• Switch and DN Management
  
• Switch Tuning
  

PSDK Bridges

• Guidelines
  
• Steps for Integrating PSDK Config Bridge
  

E-Mail Interactions

• SimpleEmailInteraction
  
• Handling an E-Mail Interaction
  
• Handling Collaborative E-Mail Interactions
  
• Handling Workflow
  

Chat Interactions

• Chat Interaction Design
  
• SimpleChatInteraction
  
• Handling a Chat Interaction
  

Open Media Interactions

• Open Media Design
  
• SimpleOpenMediaInteraction
  

Contact

• Contact Information
  
• Contact History
  

Standard Responses

• SRL Design
  
• Using the SRL Manager
  
• Handling Suggested Categories
  

Outbound Service

• Outbound Design
  
• Steps for Writing an Outbound Application
  
• Preview Outbound Interactions
  
• Predictive Outbound Interactions
  
• Handle Outbound Chains
  

Routing Points

• Routing Point Design
  
• Steps for Monitoring Routing Points
  

Service Status and Connection

• Service Status Design
  
• Steps for Listening to Service Status
  

Voice Callback

• Callback Design
  
• Steps for Writing a Callback Application
  

Expert Contact

• Expert Contact Design
  
• Steps for Writing an Expert Contact Application
  

Additional Details

• Attached Data
  
• Event-AIL Data
  
• Log Management
  

 

Voice Sequence Diagrams

• Make a Phone Call
  
• Answer a Phone Call
  
• Conferencing
  
• Transferring a Phone Call
  
• Handling a Callback Phone Call