Interaction SDK
(Web Services)

Service: ExpertService


Provides the expert contact feature service.
Attribute Summary
com.genesyslab.ail.ws.expert.ExpertContextAction[] expert:actionsPossible
           The possible actions.
String expert:customerNumber
           The customer number.
String expert:interactionId
           The voice interaction associated with this context.
com.genesyslab.ail.ws.expert.ExpertContextReason expert:reason
           The reason for the status of this interaction context.
com.genesyslab.ail.ws.expert.ExpertContextStatus expert:status
           The status of this interaction context.

Method Summary
void accept
           When an agent processes a expert preview, sends the request to the expert contact server to accept the call.
void confirmStatus
           Confirms that the agent is effectively handling this interaction.
com.genesyslab.ail.ws.expert.ExpertContextDTO getExpertContextDTO
           Retrieves the requested attributes from the interaction context associated with the given interaction if it is an expert contact interaction.
void onCall
           Tells the CTI-less T-Server that the agent is in communication.
void reject
           Rejects this expert contact worker preview. For an agent who does not want to process an expert contact interaction preview that was previously presented to his or her desktop.
void rejectStatus
           Confirms that the agent is not handling this interaction anymore.
void reroute
           Reroutes the interaction.

Event Summary
ExpertEvent
           Expert contact feature event.

Attribute Detail

Attributes of domain expert

Expert contact attributes definition


actionsPossible

Type: com.genesyslab.ail.ws.expert.ExpertContextAction[]
The possible actions.
Properties: read event


customerNumber

Type: String
The customer number.
Properties: read event


interactionId

Type: String
The voice interaction associated with this context.
Properties: read read-default event-default event


reason

Type: com.genesyslab.ail.ws.expert.ExpertContextReason
The reason for the status of this interaction context.
Properties: read read-default event-default event


status

Type: com.genesyslab.ail.ws.expert.ExpertContextStatus
The status of this interaction context.
Properties: read read-default event-default event


Method Detail

accept

When an agent processes a expert preview, sends the request to the expert contact server to accept the call.
Parameters:

  interactionId  String
   The interaction identifier.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.expert.ExpertServiceNotInitialized

  error.expert.BadInteractionId

  error.expert.BadInteractionType

  error.expert.ExpertContextNotFound


confirmStatus

Confirms that the agent is effectively handling this interaction.
Parameters:

  interactionId  String
   The interaction identifier.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.expert.ExpertServiceNotInitialized

  error.expert.BadInteractionId

  error.expert.BadInteractionType

  error.expert.ExpertContextNotFound


getExpertContextDTO

Retrieves the requested attributes from the interaction context associated with the given interaction if it is an expert contact interaction.
Parameters:

  interactionId  String
   The interaction identifier.

  attributes  String[]
   The attributes to retrieve (expert:*).

Returns:

  Type:  com.genesyslab.ail.ws.expert.ExpertContextDTO

   The attributes from the interaction context if found, otherwise return null.

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.expert.ExpertServiceNotInitialized

  error.expert.BadInteractionId

  error.expert.BadInteractionType


onCall

Tells the CTI-less T-Server that the agent is in communication.
Parameters:

  dnId  String
   The DN identifier.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.expert.ExpertServiceNotInitialized

  error.expert.BadDnId


reject

Rejects this expert contact worker preview. For an agent who does not want to process an expert contact interaction preview that was previously presented to his or her desktop.
Parameters:

  interactionId  String
   The interaction identifier.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.expert.ExpertServiceNotInitialized

  error.expert.BadInteractionId

  error.expert.BadInteractionType

  error.expert.ExpertContextNotFound


rejectStatus

Confirms that the agent is not handling this interaction anymore.
Parameters:

  interactionId  String
   The interaction identifier.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.expert.ExpertServiceNotInitialized

  error.expert.BadInteractionId

  error.expert.BadInteractionType

  error.expert.ExpertContextNotFound


reroute

Reroutes the interaction.
Parameters:

  interactionId  String
   The interaction identifier.

  reason  String
   A reason submitted by the user for this transfer. This reason will be appended at the end of the notepad.

  TReasons  com.genesyslab.ail.ws.KeyValue[]
   User-defined reasons for rerouting this interaction. The value of the key-value can be a string, an int, a byte[] or com.genesyslab.ail.ws.KeyValue[] type.

Returns:

  void

Errors:

  error.common.AilFactoryNotInitialized

  error.common.RequestFailed

  error.expert.ExpertServiceNotInitialized

  error.expert.BadInteractionId

  error.expert.BadInteractionType

  error.expert.ExpertContextNotFound


Event Detail

ExpertEvent

Expert contact feature event.
Available attributes:  expert:*

Filters:

Triggers:

  Key: AGENT   Value: agentId  -  Subscribes on this agent

  Key: PLACE   Value: placeId  -  Subscribes on this place

  Key: DN   Value: agentId  -  Subscribes on this DN


Interaction SDK
(Web Services)