Agent Interaction SDK Services Developer Guide

Welcome to the Agent Interaction SDK Services Developer’s Guide. This document introduces you to the concepts, terminology, and procedures relevant to the Agent Interaction Service Proxy Libraries.

This guide presents an overview of the architecture and communication protocols, the setup procedures for client development, and the product’s API capabilities via Genesys Interface Server (GIS).

Warning

This document is valid only for the 7.6.6 release(s) of this product.

The Agent Interaction Service Proxy Library for .NET provides you with access to the Agent Interaction Layer (AIL) Java API through the Genesys Interface Server (GIS).

Intended Audience

This document, primarily intended for developers who are familiar with Simple Object Access Protocol (SOAP), Hypertext Transfer Protocol (HTTP), XML (Extensible Markup Language) technologies, assumes that you have a basic understanding of:

• Computer-telephony integration (CTI) concepts, processes, terminology, and applications.
  
• Network design and operation.
  
• Your own network configurations.
  

You should also be familiar with these tools:

• XML Schema
  
• SOAP (Simple Object Access Protocol)
  
• WSDL (Web Services Description Language)
  

Depending on the technology choice for client development, working knowledge of Java or of some other Web Services client-side programming language may be required.
Developers should be familiar with the Genesys Framework and with the AIL library.

Chapter Summaries

In addition to this preface, this document contains the following chapters:

• About Agent Interaction SDK Services. This chapter provides an overview of the Agent Interaction SDK Services architecture.
  
• About the Examples. This chapter introduces techniques for developing your application based on code snippets in the documentation.
  
• Data Transfer Object. This chapter discusses the use of Data Transfer Objects (DTO).
  
• The Event Service. This chapter discusses the management of events.
  
• The Agent Service. This chapter discusses agent features and management.
  
• Place, DNs, and Media. This chapter covers how media are working in a place with the services, how to monitor them and how to deal with the specific voice media, that is DNs.
  
• The Interaction Service. This chapter presents the management for characteristics common to all interactions, no matter their media.
  
• Voice Interactions. This chapter discusses voice interactions’ management.
  
• E-Mail Interactions. This chapter discusses e-mail and collaboration features.
  
• Chat Interactions. This chapter discusses chat interactions’ management.
  
• The Contact Service. This chapter discusses the management of contacts.
  
• The Callback Service. This chapter covers the management of callback records.
  
• The SRL Service. This chapter presents how to provide agents with standard responses to help them process interactions.
  
• The Outbound Service. This chapter covers the management of outbound campaigns.
  
• Expert Contact. This chapter covers the management of expert features.
  
• Additional Services. This chapter covers the management of additional services.
  
• Best Coding Practices. This chapter reviews the rules you would otherwise find throughout this book for developing a high-performance application on top of the Agent Interaction Services.
  
• The Agent Status Example. This chapter covers the implementation of the agent status example.