Table of Content

About Agent Interaction SDK Services

• Overview
  
• Components
  
• Platform Requirements
  
• Scope of Use
  
• Architecture
  

About Proxies and Examples

• Generating a SOAP Proxy
  
• Using the .NET Proxy
  
• Using the Java Proxy
  
• API Overview
  

Data Transfer Object

• Introduction
  
• DTOs in the Service API
  
• DTOs Handling
  

The Event Service

• Event Service Overview
  
• Understanding the Event Service
  
• Handling Topics Objects
  
• Getting Events
  
• Event Notification in Java
  

The Agent Service

• Introduction
  
• Agent Service Essentials
  
• Forms and Agent Actions
  

Place, DNs, and Media

• Introduction
  
• Understanding Place, DNs, and Media
  
• Using the Place Service
  
• Using the DN Service
  

The Interaction Service

• Introduction
  
• Using IInteractionService
  
• Handling Interaction DTOs
  
• Opening a Workbin Interaction
  
• Attached Data
  

Voice Interactions

• Introduction
  
• Voice Interaction Essentials
  
• Making and Answering Voice Calls
  
• Transferring Voice Calls
  

E-Mail Interactions

• Introduction
  
• E-Mail Essentials
  
• Common E-Mail Management
  
• Collaboration Essentials
  
• Collaboration Handling
  

Chat Interactions

Introduction
Chat Interaction Essentials
Managing a Chat Session
Transferring a Chat Interaction

The Contact Service

• Introduction
  
• Contact Information
  
• Retrieving Contact Information
  
• Searching Contacts
  
• Managing Contacts
  

The Callback Service

• Introduction
  
• Callback Essentials
  
• Records Management
  

The SRL Service

• Introduction
  
• Using Standard Responses and Categories
  
• Getting Categories and Standard Responses
  
• Managing Favorites
  
  

The Outbound Service

• Introduction
  
• Outbound Campaigns
  
• Outbound Chains and Records
  
• Outbound Campaign in Preview Mode
  
• Outbound Campaign in Predictive Mode
  

Expert Contact

• Introduction
  
• Expert Contact Essentials
  
• Using Expert Contact Features
  

Additional Services

• The History Service
  
• The Workflow Service
  
• The System Service
  
• The Resource Service
  
• The Monitor Service
  

Best Coding Practices

• Introduction
  
• Avoid Wildcards
  
• Tips for Events Processing
  
• Tips for DTOs
  
• Tips for High Availability
  

The Agent Status Example

• Introduction
• Agent Status Architecture
  
• Agent Status Classes
  
• Managing Agent Status Data
  
• Handling Events