Avaya Interaction Center Avaya Agent Integration

Transcription

1 Avaya Interaction Center Avaya Agent Integration Reease 7.3.x October 2015

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4 Contents Chapter 1: Introduction Purpose Intended audience Reason for reissue Reated resources Documentation Training Viewing Avaya Mentor videos Support Chapter 2: Overview Integration tasks IC Scripts overview Component overview Defaut component ayout Customization steps Chapter 3: Avaya Agent basics Running Avaya Agent Keyboard navigation Specifying Avaya Agent properties Language impications Chapter 4: Customizing Avaya Agent The format of the CDL fie Setting goba options Specifying the ogin diaog Specifying Avaya Agent properties Specifying framework IC Scripts Specifying frames in your appication Specifying panes within a frame Specifying IC Scripts within a pane Specifying contros within a pane Specifying IC Scripts within a contro Ending the definition sections What are integration hooks? Information sent to the integration hook Start using integration hooks Exampe integration hook code Avaiabe integration hooks Avaya Agent Integration October

5 Contents Ex*map tabes Chapter 5: Initiaization and exit hooks Avaya Agent initiaization and exit hooks Reevant integration hooks Chapter 6: Contact handing Lifecyce of a contact Avaya Agent contact handing IC Scripts Unified Agent Directory Unified Agent Directory API SetSite (method) SetCustomTabFocus (method) CDL settings Reevant integration hooks Chapter 7: Core services Core contro Status contro Status states Status modes Retrieving and setting EDU data Bender cient contro CDL settings Reevant integration hooks Chapter 8: Contact viewing Active Contact Viewer CDL settings Reevant integration hooks EDU Viewer The EDU Viewer GUI The XSL styesheet XML script generation EDU containers EDU ifecyce CDL settings Reevant integration hooks Contact History Browser MS TabStrip contro Avaya Agent Integration October 2015

6 Contact History Fiter contro Exampe Configuring supporting servers and databases CDL settings Reevant integration hooks Chapter 9: Media channes The voice channe What is softphone? Voice channe terms and concepts Teephony programming overview CDL settings Reevant integration hooks The web agent CDL settings Reevant integration hooks The chat channe Web state event handing CDL settings Reevant integration hooks The emai channe Emai management channe terms and concepts Required components The Avaya Emai Management cient CDL settings Reevant integration hooks Chapter 10: Prompter cient integration Starting a fow on a prompter cient Fow construction basics CDL settings Reevant integration hooks Chapter 11: Contact wrapup WrapUp process WrapUpEngine WrapUpEngine API StartWrapUp (method) FinishWrapUp (function) RemoveWrapUp (method) Avaya Agent Integration October

7 Contents GetWrapUpObject (function) WrapUpObject API AddCodes (method) EDUId (read-ony property) MediaType (property) WrapTime (property) WrapUpDiaog Wrap-up WrapUp process with the wrap-up diaog Prompter wrap-up WrapUp process using the Prompter cient Setting the correct IC Script variabes Other pointers Other wrap-up Reevant integration hooks Appendix A: Troubeshooting Extra VTe session popping up when ogging onto Avaya Agent The modified eduviewer ayout is not showing up in the EDU window in Avaya Agent. 114 Cannot enter a non-us stye phone number in agent desktop appication Cannot og into components with an empty password Database ogin faied. Pease retry Error occurred at Line x, Coumn n whie parsing CDL fie Avaya Agent Error 11017: Cannot find ayout xxxxxx Softphone Logout Faied: xx The Avaya Agent configuration has changed Pease re-og into a components <name> Login Faied: <reason> Do you want to Retry? Avaya Agent exits without restoring the desktop area it occupied A visibe contro is in the CDL, but does not appear in Avaya Agent guest_xyz@company.com appears in the Origin fied of the Emai Task List Avaya Agent hangs on startup Get "Warning: Coud not get EDU for incoming contact" Get Invaid Emai Server from Web Agent when starting Avaya Agent Avaya Agent customization issues The Out of string space error Index Avaya Agent Integration October 2015

8 Chapter 1: Introduction Purpose The purpose of this guide is to provide detaied information about integrating the Avaya Agent framework into the Windows system that agent uses. Intended audience This guide is intended primariy for an administrator who is authorized to integrate the Avaya Agent framework for an agent to use. Reason for reissue Foowing section is added in the document: Unified Agent Directory API on page 59 Avaya Agent Integration October

9 Chapter 1: Introduction Reated resources Documentation See the foowing reated documents at Tite Use this document to: Audience Avaya Interaction Center and Avaya Operationa Anayst Overview and Specification IC Instaation Panning and Prerequisites IC Instaation and Configuration Agent User Guide Avaya Agent Web Cient get information about the new features and enhancements in Avaya Interaction Center. get information about the panning and third-party software required to depoy an Avaya Interaction Center system. get information about how to insta and configure an out-of-the-box Avaya Interaction Center. get agent-reated information about Avaya Interaction Center Agent. get information about Avaya Agent Web Cient. Saes Engineers Supervisors Business Partners Customers Business partners Customers Impementation engineers Saes Engineers Supervisors Business Partners Customers Business partners Customers Agents Supervisors Business partners Customers Agents Supervisors 6 Avaya Agent Integration October 2015

10 Reated resources Tite Use this document to: Audience IC Administration Guide Agent Web Cient Customization get information about Avaya Interaction Center (Avaya IC). This guide describes domain and server administration using Avaya IC Manager. get information about how to customize Avaya Agent Web Cient. Saes Engineers Supervisors Administrators Business Partners Customers Supervisors Administrators Business Partners Administrators Finding documents on the Avaya Support website Use this procedure to find product documentation on the Avaya Support website. 1. Use a browser to navigate to the Avaya Support website at 2. At the top of the screen, enter your username and password and cick Login. 3. Cick Documents. 4. In the Enter your Product Here search box, type the product name and then seect the product from the drop-down ist. 5. If there is more than one reease, seect the appropriate reease number from the Choose Reease drop-down ist. 6. Use the Content Type fiter on the eft to seect the type of document you are ooking for, or cick Seect A to see a ist of a avaiabe documents. For exampe, if you are ooking for user guides, seect User Guides in the Content Type fiter. Ony documents in the seected category wi appear in the ist of documents. 7. Cick Enter. Training The foowing courses are avaiabe on the Avaya Learning website at In the Search fied, enter the course code, and cick Go to search for the course. Course Code ATC01175WEN ATC01176IEN Course Tite IC and OA Overview Interaction Center Administration and Configuration Avaya Agent Integration October

11 Chapter 1: Introduction Course Code AUCC ATC Course Tite IC-Siebe Integration IC Siebe Integration, Instaation and Troubeshooting Viewing Avaya Mentor videos Avaya Mentor videos provide technica content on how to insta, configure, and troubeshoot Avaya products. Videos are avaiabe on the Avaya Support website, isted under the video document type, and on the Avaya-run channe on YouTube. To find videos on the Avaya Support website, go to and perform one of the foowing actions: - In Search, type Avaya Mentor Videos to see a ist of the avaiabe videos. - In Search, type the product name. On the Search Resuts page, seect Video in the Content Type coumn on the eft. To find the Avaya Mentor videos on YouTube, go to and perform one of the foowing actions: - Enter a key word or key words in the Search Channe to search for a specific product or topic. - Scro down Payists, and cick the name of a topic to see the avaiabe ist of videos posted on the website. Note: Note: Videos are not avaiabe for a products. Support Go to the Avaya Support website at for the most up-to-date documentation, product notices, and knowedge artices. You can aso search for reease notes, downoads, and resoutions to issues. Use the onine service request system to create a service request. Chat with ive agents to get answers to questions, or request an agent to connect you to a support team if an issue requires additiona expertise. 8 Avaya Agent Integration October 2015

12 Integration tasks Chapter 2: Overview The Avaya Agent is a framework that can host OLE contros for an agent to use. The framework is simiar to the Microsoft Windows taskbar, consisting of one or more QFrames (windows) that can be anchored to the eft, right, top, or bottom of the agent s screen. These frames contain tabbed QPanes on which the OLE contros reside. When agents aunch Avaya Agent, their desktop is resized and Windows prevents other appications from using the area occupied by the Avaya Agent frames. The rest of the agent s desktop is avaiabe for other appications, such as Microsoft Word. This section incudes the foowing sections: Integration tasks on page 9 IC Scripts overview on page 10 Component overview on page 10 Customization steps on page 12 Integration tasks As the system integrator for Avaya Agent, you define the agent s work environment by deciding what is dispayed. You need to determine: What contros you want dispayed. What ogica groups can be made from the contros these groups become your panes. How many Avaya Agent QFrames you need and where they wi appear. What QPanes you want in each QFrame. The size and position of the Avaya Agent QFrame(s), QPane(s), and contros. How the contros interact with each other and with any appication running in the desktop area, and which IC Scripts you need to run to make that interaction happen. Avaya Agent s ayout is written in an XML (extensibe Markup Language) specification fie caed the CDL (Consoe Definition Language) fie that you modify and save to the database. When an agent ogs in, the system accesses the stored ayout and sets up the agent s machine accordingy. Avaya Agent Integration October

13 Chapter 2: Overview When you insta the Avaya Agent design ayouts, you seect which configuration is the cosest match to what you intend to impement at your company. Then you use the defaut CDL fie as a starting point. For more information, see The format of the CDL fie on page 20. The interactions between contros, and between a contro and an appication, are governed by a set of IC Scripts you write or modify using Visua Basic for Appications (VBA) based IC Script methods provided by Avaya. For more information, see IC Scripts Language Reference. IC Scripts overview IC Scripts are VBA based subroutines that can be run either expicity or when an event is raised. Events can be raised by: Contros. Framework events such as pane activation or deactivation. For more information, see IC Scripts Language Reference. Mouse cicks or key cicks. These subroutines can do amost anything, from dispaying an aert for the agent to saving information into the database. For more information, see IC Scripts Language Reference. Information on how to change the behavior of Avaya Agent by writing IC Scripts that hande the avaiabe Integration Hooks is provided in Customizing Avaya Agent on page 19. Component overview Components are made up of a contro (or group of contros) and the corresponding IC Scripts used to integrate the contro(s) into Avaya Agent. Out-of-the-box, Avaya Agent has severa different types of components. This section ists the types of components with a brief description. Core Services: This component is the basis for the Avaya IC environment. It must be in pace before any Media Channe can be integrated. Media Channes: These are components used for handing media contacts in Avaya Agent. The foowing are incuded in Avaya Agent: Voice: Voice is provided through the Softphone, which is an eectronic interface to an agent's phone that contros a the standard teephony functions. It incudes: 10 Avaya Agent Integration October 2015

14 Component overview - Teephony aware buttons that support various operations such as answer ca, hang up, and make ca. - Informationa fieds that can dispay the agent or phone state. - A ca ist that shows a active ines. - A dia directory. Emai: Aows Customer Service Representatives (CSRs) to view and respond to emai messages that come into the contact center. Chat: Aows CSRs to interact with contacts that come into the contact center via Chat through the Web Agent Cient. Contact Viewing: These components can be used in conjunction with one or more Media components. The foowing are the Contact Viewing components incuded in Avaya Agent: EDU Viewer: A GUI interface to the information contained in an Eectronic Data Unit (EDU) that is associated with every contact. Contact History Browser, Contact History Fiter, and Active Contact Viewer: Aows CSRs to view a historica contacts for a given contact. Contact Wrapup: This component is used for wrapping up contacts across any media: Wrapup Diaog Contro. A diaog box that appears when a contact is competed that requests wrapup information from the agent. Standaone: These are components which can be used by themseves or with others. The foowing are incuded in Avaya Agent: PrompterCient: PrompterCient is a component used for running Prompter Fows in Avaya Agent. Avaya Agent Integration October

15 Chapter 2: Overview Defaut component ayout The foowing drawing shows the ocation of components in the out-of-the-box Avaya Agent ayout: Customization steps The Avaya Agent interface deveoper shoud compete the foowing tasks to produce a functioning contact center appication: 12 Avaya Agent Integration October 2015

16 Customization steps 1. Design the genera fow of the interface based on the components described in this manua. 2. Mock up the interface: ocation, customizabe components and appication. 3. Review the avaya_agent_en.cd fie found in IC_INSTALL_DIR\IC73\design\qconsoe for items to ater. This fie is created during instaation. Modify or remove items based on your design. 4. Modify those IC Scripts which interact with the components you have customized. You woud use IC Scripts to perform activities triggered by events in the Avaya Agent interface. Refer to IC Scripts Language Reference for more information. 5. Design Media workfows and Prompter scripts using Workfow Designer. In genera, you use these scripts to enforce business rues. You may use workfows to contro the fow of contacts entering your contact center. Prompter scripts are used to prompt and direct responses from agents in different scenarios. For more information, refer to the Avaya IC Media Workfow Reference and Agent Script Workfow Reference. 6. Save both modified IC Scripts and the avaya_agent_en.cd fie to the appication database via Database Designer. For more information, refer to IC Database Designer Appication Reference. Avaya Agent Integration October

17 Chapter 2: Overview 14 Avaya Agent Integration October 2015

18 Running Avaya Agent Chapter 3: Avaya Agent basics This chapter describes the basic eements of using Avaya Agent. It incudes how to run the appication, some of the fundamenta keystrokes required for navigating around Avaya Agent, how to specify Avaya Agent properties, and some of the anguage impications with Avaya Agent. This section incudes the foowing sections: Running Avaya Agent on page 15 Keyboard navigation on page 16 Specifying Avaya Agent properties on page 16 Language impications on page 18 Running Avaya Agent When you have created your CDL fie(s) and IC Scripts, you save them to the database as described in the IC Database Designer Appication Reference. When they are upoaded, you can have your agents access them by setting up a shortcut for each agent using the command ine arguments described beow. Note that shortcut keys ony work when Avaya Agent has the focus, not when the customer appication is focused. When you set up shortcuts for your agents, you can specify the foowing command ine arguments: Parameter Vaue Description -d[irectory] "fie_ocation" Directory where the temporary fies that are downoaded from the database are kept. If this entry is not mentioned the fies go to the system temp directory. -n[ame] "datasource_name" Name of the datasource mentioned in IC Manager. This information is put in the Datasource fied of the ogin diaog. -u[ser] "oginname" Login name of the user. If this parameter is specified aong with the -p option, Avaya Agent wi ogin automaticay. Avaya Agent Integration October

19 Chapter 3: Avaya Agent basics Parameter Vaue Description -p[assword] "password" Login password. If this parameter is specified aong with the -u option, Avaya Agent wi ogin automaticay. -ayout "ayout_name" The database name of the Avaya Agent ayout spec to use when the agent ogs into Avaya Agent. This name may be case sensitive depending on the database you are ogging into. This parameter overrides the entry for the agent property (Under Agent/Desktop Layout property has to be set) Note: Note: For a description of ADL fies, refer to IC Database Designer Appication Reference. Keyboard navigation In addition to any keyboard shortcuts you have defined for a pane, Avaya Agent incudes these standard shortcut keys: Key F6 <ctr Tab> Tab, <shift Tab> Function Navigate between QFrames. Navigate between tabbed QFrames, and the Avaya Agent button if there is one in the currenty active pane. Navigate between contros. Specifying Avaya Agent properties This section ets you specify name/vaue pairs that can be used by the IC Scripts associated with Avaya Agent. 16 Avaya Agent Integration October 2015

20 Specifying Avaya Agent properties The foowing tabe describes some of the IC Manager properties that are used by Avaya Agent. For more information on setting properties, see IC Administration Guide. Section Agent/Desktop Agent/Desktop/BendingMode Agent/Desktop/ContactSuspension Agent/Desktop/Directory Agent/Desktop/Directory/SkiProficiency Agent/Desktop/Directory/Voice Agent/Desktop/Emai Agent/Desktop/Emai/AertInfo/REQ Agent/Desktop/Emai/AertInfo/SME Agent/Desktop/Layout Agent/Desktop/Prompter Agent/Desktop/ScreenPop Agent/Desktop/Softphone Description This section contains the Agent's Desktop settings appicabe to Avaya Agent. This section contains properties for defining how Bending Mode works in the Agent s Desktop. This section contains properties for defining how Contact Suspension works in the Agent's Desktop. This section contains properties for defining the behavior of the Directory in the Agent's Desktop. This section contains Ski Proficiency-specific properties of the Directory in the Agent's Desktop. This section contains Voice-specific properties of the Directory in the Agent's Desktop. This section contains emai specific properties of the agent's desktop. This section contains properties for to the Aert Info to be set for Emais sent to a Customer requiring more info from the Agent's Desktop. This section contains properties for the Aert Info to be set for emais sent to a Subject Matter Expert from the Agent's Desktop. This section contains properties for associating a Consoe ayout to a workgroup/agent This section contains properties for defining the behavior of the Prompter in the Agent's Desktop. This section contains properties for defining how Screen Pops work in the Agent's Desktop. This section contains properties for defining the behavior of the Softphone in the Agent's Desktop. Avaya Agent Integration October

21 Chapter 3: Avaya Agent basics Section Agent/Desktop/WAC Agent/Desktop/WrapUpDiaog Description This section contains properties for defining the behavior of the Web Agent in the Agent s Desktop. This section contains properties for defining the behavior of the WrapUp Diaog in the Agent's Desktop. Language impications If you modified the standard CDL fie to customize your Avaya Agent ayout, this section describes how to specify anguage properties in this fie. Avaya IC provides standard CDL fies to enabe anguage properties. They are named Avaya Agent with a anguage suffix appended to the fiename. Some exampes of these fies are: avaya_agent_en.cd = Engish avaya_agent_jp.cd = Japanese avaya_agent_fr.cd = French You can use the syntax in these fies as exampes as you change your customized CDL to specify anguage properties. For this exampe, use "avaya_agent_yours.cd" as the name of your customized CDL fie. To specify anguage properties: 1. Make a copy of your customized CDL fie in the same directory. 2. Append a anguage suffix to the fiename. For exampe: avaya_agent_yours_en.cd. Refer to the IC Administration Guide for a compete ist of supported anguage suffixes. 3. Open the CDL fie and edit the <QConsoe name = > section to read the exact name of your customized CDL fie. For exampe: <QConsoe name = avaya_agent_yours_en.cd> 4. Save the changes to the fie. 5. Repeat steps 1 through 4 for each anguage you want to support changing the anguage suffix to the fiename and the fie text as appropriate. Avaya IC wi seect the appropriate CDL fie based on the setting of the UILanguage property in IC Manager. 18 Avaya Agent Integration October 2015

22 Chapter 4: Customizing Avaya Agent This chapter discusses the various ways you can customize Avaya Agent to meet your specific business requirements. Typicay, customizations to Avaya Agent fa into one of the foowing categories: Layout, Behavior, and Database. This section incudes the foowing topics: Customizing Avaya Agent ayout on page 20 Customizing Avaya Agent behavior on page 36 Connecting to an externa database on page 46 Avaya Agent Integration October

23 Chapter 4: Customizing Avaya Agent Customizing Avaya Agent ayout As discussed in Overview on page 9, Avaya Agent consists of one or more frames whose size, position, and contents you specify using a CDL fie written in XML. In those frames, you can incude one or more panes, and in each of those panes can embed one or more contros. Note: Note: Whie customizing the Avaya Agent interface, if you add or remove the UI contros or change the position of the UI contros, ensure that the UI contros are visibe on the user interface and do not overap. During the Avaya Agent designer instaation, the defaut CDL fie is saved in the IC_INSTALL_DIR\IC73\design\QConsoe\avaya_agent_en.cd directory. You can edit CDL fie using any text or XML editor, and then save it to the database using Database Designer. (For detais, refer to IC Database Designer Appication Reference.) The format of the CDL fie The CDL fie is buit from a series of tags. Some tags affect the appication as a whoe, whie others appy to just one pane or contro. The fie has a nested structure; each section starts with a beginning tag and ends with a cosing tag. 20 Avaya Agent Integration October 2015

24 The basic structure ooks ike this: Start QConsoe Login options Avaya Agent properties IC Script Fies Framework IC Scripts Frame 1 Pane 1 in Frame 1 IC Scripts for a pane Contros in the pane IC Scripts for the contro End Contros End Pane 1 Pane 2 in Frame 1 IC Scripts for a pane Contros in the pane IC Scripts for the contro End Contros End Pane 2 End Frame 1 Frame 2... Pane, IC Script, and Contro definitions... End Frame 2 End QConsoe The avaiabe tags are described in this chapter. To see exampes of how the out-of-the-box version of Avaya Agent ooks and functions when you put the entire system together, refer to Avaya Agent User Guide. A CDL tags have the format <tagname...attributes...> [optiona intermediate tags] </tagname> to show the start and end points for each tag. If a tag is ony one ine ong, you can aso use the format <tagname...attributes... /> to designate the start and end of a tag instead of using the fu </tagname>. Setting goba options <QConsoe>... </QConsoe> The first section in the CDL fie ets you set the goba options for Avaya Agent. Description The QConsoe tag ets you set goba Avaya Agent attributes. Syntax <QConsoe Name="Name" Version="Version" Description="Description"> October

25 Chapter 4: Customizing Avaya Agent...rest of the QConsoe definition statements... </QConsoe> Exampe Attribute Vaue Description Name Any text string The case-sensitive name of the CDL ayout in the database. Each ayout must have a unique name. Version Any text string The version number so you can keep track of changes. Description Any text string A description of the ayout that shoud indicate what the ayout is used for. <QConsoe Name="avaya_agent_en" Version="7.3" Description="Defaut Avaya Agent Layout Spec in Engish"> Specifying the ogin diaog <QLogin>... </QLogin> Description Syntax This section ets you specify which contros require ogin information and what information they need. It is buit from a series of tags that get increasingy more specific, and there is a cumuative exampe after the QFied tag to show what they ook ike when put together. For a detaied description of the ogin process, see Avaya Agent initiaization and exit hooks on page 52. The QLogin tag ets you specify which components need ogin information. <QLogin>...rest of the QLogin section statements... </QLogin> <QComponentDictionary>... </QComponentDictionary> Description The QComponentDictionary tag is a wrapper around a the components that require ogin information. 22 Avaya Agent Integration

26 Syntax <QLogin> <QComponentDictionary>...QComponent definition statements... </QComponentDictionary> </QLogin> <QComponent>... </QComponent> Description Syntax The QComponent tag provides a tab name that wi be used for a specific component and becomes a wrapper around the ogin fieds. You may add QFied tags within this tag; these fieds wi be added to the first Avaya Agent Login tab. <QLogin> <QComponentDictionary> <QComponent Name="Name" Visibe="Visibe">...fied definitions... </QComponent> </QComponentDictionary> </QLogin> Attribute Vaue Description Name Any text string The name of the component. This name is dispayed as the tab name in the Avaya Agent Login diaog box. Visibe True or Fase Whether the component is visibe or not. Defaut: True. Labe Any text string This is the name that is dispayed in the tab of the ogin. <QFied>... </QFied> Description Syntax The QFied tag ets you specify what ogin fieds to dispay for a specific component. <QLogin> <QComponentDictionary> <QComponent Name="sName"> October

27 Chapter 4: Customizing Avaya Agent Exampe <QFied Labe="Labe" Space="Space" Password="Password" /> </QComponent> </QComponentDictionary> </QLogin> Attribute Vaue Description Labe Any text string The fied abe. Space Any integer The number of bank ines to eave between the abe and the input fied. For exampe, to have the input fied on the same ine as the abe, you woud use Space="0" (zero). To have it on the foowing ine, use Space="1" (one). Defaut: Space="0" Password True or Fase Whether this fied is a password. If this is set to True, Avaya Agent repaces the user s input with asterisks (*). Defaut: Fase. <QLogin> <QComponentDictionary> <QComponent Name="Appication"> <QFied Labe="Login ID:" Space="0" Password="FALSE" /> <QFied Labe="Password:" Space="0" Password="TRUE" /> </QComponent> </QComponentDictionary> </QLogin> Specifying Avaya Agent properties This section ets you specify name/vaue pairs that can be used by the IC Scripts associated with Avaya Agent. <QPropertyDictionary>... </QPropertyDictionary> Description The QPropertyDictionary tag begins and ends the name/vaue pair definition section. 24 Avaya Agent Integration

28 Syntax <QSection>... </QSection> Description Syntax Exampe <QPropertyDictionary>...name/vaue statements... </QPropertyDictionary> The QSection tag ists the name/vaue pair (or pairs) you want to set for a given section. (You can think of each QSection as the equivaent of an appication Preferences section, where functionay-reated properties are grouped together under a common header.) <QPropertyDictionary> <QSection Name="Name" spairname="vaue" [spairname="vaue" spairname="vaue"... spairname="vaue"]> </QSection> </QPropertyDictionary> Attribute Vaue Description Name Any text string The name of the section whose name/ vaue pairs you want to set. PairName Any text string The name portion of the name/vaue pair. Vaue Any text string The vaue portion of the name/vaue pair. <QPropertyDictionary> <QSection Name="Genera" HasApp="Fase" HasSoftphone="Fase"/> <QSection Name="Appication" CommandLine=""/> <QSection Name="Softphone" ACD="Fase"/> </QPropertyDictionary> Specifying framework IC Scripts The next two sections are the: QScript Fie Dictionary, which is the coection of fies in which the Avaya Agent IC Scripts are stored. October

29 Chapter 4: Customizing Avaya Agent QScript Dictionary, which specifies what IC Scripts are to be run at the main Avaya Agent hook points. For detais, refer to IC Scripts Language Reference. <QScriptFieDictionary>... </QScriptFieDictionary> Description Syntax The QScriptFieDictionary tag begins and ends the ist of fies that contain the Avaya Agent IC Scripts. <QScriptFieDictionary>...IC Script fies... </QScriptFieDictionary> <QScriptFie>... </QScriptFie> Description Syntax Exampe The QScriptFie tag ists gives the name of an IC Script and specifies what fie it is in. The fie attribute is that fie name you open in Database Designer and save to the database. You shoud have a <QScriptFie> definition for each IC Script that your Avaya Agent appication wi run. <QScriptFieDictionary> <QScriptFie Name="Name" Fie="Fie"> </QScriptFie> </QScriptFieDictionary> Attribute Vaue Description Name Any text string The name of the IC Script. Fie Any text string The fie name in which the IC Script resides. This can be a fuy quaified fie name, or a name reative to the directory in which the CDL ayout (the one that you open in Database Designer and compied) is stored. Defaut is reative to the CDL ayout directory. <QScriptFieDictionary> <QScriptFie Name="QConsoe_BeforeLogin" Fie="qconsoe.qsc"/> <QScriptFie Name="QConsoe_Login" Fie="qconsoe.qsc"/> 26 Avaya Agent Integration

30 <QScriptFie Name="QConsoe_AfterLogin" Fie="qconsoe.qsc"/> <QScriptFie Name="QConsoe_BeforeExit" Fie="qconsoe.qsc"/> <QScriptFie Name="QConsoe_Exit" Fie="qconsoe.qsc"/> <QScriptFie Name="QConsoe_MouseDown" Fie="qconsoe.qsc"/> <QScriptFie Name="QConsoe_KeyDown" Fie="qconsoe.qsc"/> <QScriptFie Name="LM_BeforeNavigate2" Fie="istmanagement.qsc"/> </QScriptFieDictionary> <QScriptDictionary>... </QScriptDictionary> Description Syntax <QScript>... </QScript> Description Syntax The QScriptDictionary tag begins and ends the ist of hooks that wi aunch IC Scripts. You need to specify a separate QScriptDictionary section for the framework as whoe as we as for each pane and each contro that uses IC Scripts. <QScriptDictionary>...IC Script hooks... </QScriptDictionary> The QScript tag gives a hook and the associated IC Script. <QScriptDictionary> <QScript Hook="Hook" [Key="Key"] Name="QScriptName"> </QScript> </QScriptDictionary> Attribute Vaue Description Hook A text string The name of the hook point at which you want the IC Script to run. Key (optiona) Any key or a combination using: At+<any key> Ctr+<any key> Shift+<any key> The key or key combination that runs the script specified in Name. This is an optiona parameter that is ony used when the IC Scripts are being associated with a pane. October

31 Chapter 4: Customizing Avaya Agent Exampe Attribute Vaue Description QScriptName A text string The name of the IC Script you want to run. Labe Any text string This is the name that is dispayed in the GUI This exampe shows the QScript Dictionary for the framework. Exampes of pane and contro dictionaries can be found in those sections. <QScriptDictionary> <!-- Keyboard Acceerator Definitions for Avaya Agent--> <QScript Hook="KeyDown" Key="At+A" Name="QConsoe_KeyDown"/> <QScript Hook="KeyDown" Key="At+C" Name="QConsoe_KeyDown"/> <QScript Hook="KeyDown" Key="At+D" Name="QConsoe_KeyDown"/> <QScript Hook="KeyDown" Key="At+H" Name="QConsoe_KeyDown"/> <QScript Hook="KeyDown" Key="At+N" Name="QConsoe_KeyDown"/> <QScript Hook="KeyDown" Key="At+O" Name="QConsoe_KeyDown"/> <QScript Hook="KeyDown" Key="At+P" Name="QConsoe_KeyDown"/> <QScript Hook="KeyDown" Key="At+R" Name="QConsoe_KeyDown"/> <QScript Hook="KeyDown" Key="At+S" Name="QConsoe_KeyDown"/> </QScriptDictionary> Specifying frames in your appication The next sections define the frames that wi appear in Avaya Agent. You need one QFrame definition within this section for each frame in the appication. You can have up to four frames. <QFrameDictionary>... </QFrameDictionary> Description Syntax The QFrameDictionary tag begins and ends the ist of frames. <QFrameDictionary>...Frame definition statements... </QFrameDictionary> 28 Avaya Agent Integration

32 <QFrame>... </QFrame> Description Syntax The QFrame tag begins and ends each frame definition section. <QFrameDictionary> <QFrame Name="sName" [Width="Width" Height="Height"] Orientation="Orientation" Visibe="Visibe">... Pane and contro definition statements... </QFrame> </QFrameDictionary> Attribute Vaue Description Name Any text string The name of the Avaya Agent frame. Width or Height A numeric vaue If the orientation is Left or Right, use the Width attribute to specify the width in pixes. If the Orientation is Top or Bottom, use the Height attribute to specify the height in pixes. Orientation "Left", "Right", "Top", or "Bottom" Where the frame is anchored on the user s desktop. Visibe True or Fase Whether the frame is visibe. If not, none of the entities it contains wi be created and none of its associated IC Scripts wi be pushed to the database. Defaut: True. Labe Any text string This is the name that is dispayed in the GUI Exampe <QFrameDictionary> <QFrame Name="Right_Frame" Width="200" Orientation="RIGHT" Visibe="TRUE">... Pane and contro definition statements... </QFrame> </QFrameDictionary> October

33 Chapter 4: Customizing Avaya Agent <QStartMenu>... </QStartMenu> Description Syntax Exampe <QTab>... </QTab> Description The QStartMenu tag contros whether there is a Start menu button in the frame. <QStartMenu Visibe="Visibe"> </QStartMenu> Attribute Vaue Description Visibe True or Fase Whether the Avaya Agent menu is visibe or not. Defaut: True. Note: If a frames have the QStartMenu tag set to fase, or the tag is not defined for any Avaya Agent frame, then the appication forces QStartMenu="True" for the first visibe frame defined in the CDL fie. <QStartMenu Visibe="True" /> The QTab tag contros what the tabs for Avaya Agent ook ike. 30 Avaya Agent Integration

34 Syntax <QTab Wrap="Wrap" Appearance="Appearance"> </QTab> Attribute Vaue Description Wrap True or Fase Whether the tabs shoud wrap if they are onger than the pane is wide. If this is set to Fase and they do not fit on one row, the appication adds a scro bar to the frame. Defaut: True. Appearance "Tabs" or "Buttons" Whether the tab names ook ike standard tabs or buttons. Defaut: Tabs. Exampe <QTab Wrap="True" Appearance="Buttons"> </QTab> Specifying panes within a frame The next section is the Pane Dictionary that coects a the panes that are part of Avaya Agent. For each pane, you specify its name and the IC Scripts that shoud run at different points during execution. After you specify the IC Scripts, you create a Contro Dictionary that ists the OLE contros in the pane. (For more information, see Specifying contros within a pane on page 33.) <QPaneDictionary>... </QPaneDictionary> Description Syntax The QPaneDictionary tag begins and ends the ist of panes in the given frame. <QPaneDictionary>...Pane definition statements... </QPaneDictionary> October

35 Chapter 4: Customizing Avaya Agent <QPane>... </QPane> Description Syntax The QPane tag begins and ends each pane definition section. If you want to keep this pane in the CDL fie for reference or future use, set the Visibe option to Fase and it wi be ignored when the CDL fie is compied. <QPaneDictionary> <QPane Name="Name" Labe= Labe Visibe="Visibe">... Contro definition statements... </QPane> </QPaneDictionary> Exampe Attribute Vaue Description Name Any text string The name of the Avaya Agent pane. This name must be unique between a panes in a given frame because IC Script methods use the name to identify the pane. You can, however, have two panes with the same name if they are in different frames. Labe Any text string The abe that Avaya Agent dispays on the pane in the cient GUI. If this fied is omitted or set to Labe=, Avaya Agent uses the Name attribute as the abe. Visibe True or Fase Whether the pane is visibe. If not, it wi not be created and any associated IC Scripts wi not be pushed to the database. Defaut: True. <QPaneDictionary> <QPane Name="Contact" Labe="Contact" Visibe="TRUE">... Contro definition statements... </QPane> </QPaneDictionary> 32 Avaya Agent Integration

36 Specifying IC Scripts within a pane You can specify the IC Scripts within a pane using a QScript Dictionary section exacty the same as the one described for the framework on <QScriptDictionary>... </QScriptDictionary> on page 27. The foowing is an exampe of this dictionary for a pane: <QPaneDictionary> <QPane Name="Media" Visibe="True"> <QScriptDictionary> <QScript Hook="MouseDown" Name="QConsoe_MouseDown" /> <QScript Hook="KeyDown" Key="At+N" Name="QConsoe_KeyDown" /> <QScript Hook="KeyDown" Key="At+P" Name="QConsoe_KeyDown" /> <QScript Hook="KeyDown" Key="At+D" Name="QConsoe_KeyDown" /> <QScript Hook="KeyDown" Key="At+C" Name="QConsoe_KeyDown" /> </QScriptDictionary>... Contro definition statements </QPane> </QPaneDictionary> Specifying contros within a pane The next section is the Contro Dictionary. You need one contro dictionary section for each pane named above. This section is aso where you specify what IC Scripts runs in response to events raised by the contro. When you are setting up the contro dictionary, you must determine what events might be raised and how you want to hande them. Ensure that the event names you use match exacty with the names that the contro uses. <QControDictionary>... </QControDictionary> Description Syntax The QControDictionary tag begins and ends the ist of contros in the given pane. <QControDictionary>...Contro definition statements... </QControDictionary> October

37 Chapter 4: Customizing Avaya Agent <QContro>... </QContro> Description Syntax Exampe The QContro tag begins and ends each contro definition section. If you want to keep this contro in the CDL fie for reference or future use, set the Visibe option to Fase and it wi be ignored when the CDL fie is compied. <QControDictionary> <QContro Name="Name" ProgId="ProgID" Left="Left" Top="Top" Width="Width" Height="Height" Visibe="Visibe">... QScript definition statements... </QContro> </QControDictionary> Attribute Vaue Description Name Any text string The name of the contro. This name must be unique no matter what pane or frame the contro appears in. ProgId Any text string The ProgID of the OLE contro. (You can find this name in the documentation for the contro.) Left Top A numeric vaue, in pixes A numeric vaue, in pixes The ocation of eft-hand edge of the contro, reative to the eft edge of the pane (the X coordinate). The amount of space between the top of the pane and the top of the contro (the Y coordinate) Width A numeric vaue, The width of the contro in pixes. in pixes Height A numeric vaue, The height of the contro in pixes. in pixes Visibe True or Fase Whether the contro is created. If not, the contro is not used and the associated IC Scripts are not pushed to the database. Labe Any text string This is the name that is dispayed in the GUI. <QControDictionary> <QContro Name="StatusContro" ProgID="AvayaStatus.StatusCtr.73" Left="1" Top="1" Width="193" Height="51" Visibe="TRUE"/> 34 Avaya Agent Integration October 2015

38 ... QScript Definitions... </QContro> </QControDictionary> Specifying IC Scripts within a contro You can specify the IC Scripts within a contro using a QScript Dictionary section exacty the same as the one described for the framework on <QScriptDictionary>... </ QScriptDictionary> on page 27. IC Scripts can be attached to appication events to override or add to the defaut action, or to impement business rues. You can use IC Scripts with Avaya Agent: To pop a message when an agent is assigned a phone ca or emai. To determine which requests shoud get routed to which agents or queues. To store information entered by the agent into the Avaya Agent database. For information on creating, editing, and debugging IC Scripts, as we as information on how to save your IC Scripts to the database, refer to IC Database Designer Appication Reference. For information on the avaiabe IC Script methods and the event hooks that you can associate with IC Script programs, refer to IC Scripts Language Reference. The foowing is an exampe of this dictionary for a contro: <QControDictionary> <QContro Name="CaList" ProgID="AvayaSoftPhone.CaListCtr.73" Left="2" Top="55" Width="190" Height="43" Visibe="TRUE"> <QScriptDictionary> <QScript Event="OnActivate" Name="Shared_OnActivate"/> <QScript Event="OnSeect" Name="Shared_OnSeect"/> </QScriptDictionary> </QContro> </QControDictionary> Ending the definition sections When you are done defining the components in this pane, and then in Avaya Agent, you must end a the definition sections. </QPane> </QPaneDictionary> </QFrame> </QFrameDictionary> </QConsoe> Avaya Agent Integration October

39 Chapter 4: Customizing Avaya Agent Customizing Avaya Agent behavior As discussed in Overview on page 9, Avaya Agent IC Scripts contro the behavior of the Avaya Agent. These IC Scripts are the gue that binds contros within components as we as components to other components. IC Scripts are programmed to make the Avaya Agent act the way it does. You may need to modify the behavior of the Avaya Agent to suit your business requirements. This chapter describes how to do that. First, you must become famiiar with a concept caed Integration Hooks. What are integration hooks? Integration Hooks is the concept of running your custom code from the out-of-the-box IC Scripts. Paced in very key paces throughout the out-of-the-box IC Scripts, in very key paces, are hooks where a main Integration Hook IC Script is caed. The foowing diagram provides a visua depiction of the concept of Integration Hooks: 36 Avaya Agent Integration October 2015

40 In this diagram, cas from IC Scripts are made to the Avaya Agent Integration Hook. Inside the Avaya Agent Integration Hook, the ca is added to the Custom Integration Hook Hander. Everything on this haf of the diagram is your code. You can write code directy in the Custom Integration Hook Hander or you can ca individua Custom Handers for each of the Hooks you are handing. The atter is the preferred method, because it is easier to maintain as we as to understand what your impementation is composed of. Information sent to the integration hook When this Integration Hook IC Script is caed, the foowing parameters are passed with it: 1. Source name of the IC Script from which the main Integration Hook IC Script is being caed. Use Source to determine where in Avaya Agent the ca to your code is being made. 2. Source Object object that was part of the Source IC Script that is caing the Integration Hook. An exampe is the TeephonyChangeEvent Object. Most Integration Hooks do not contain a Source Object, however, if they do, you can use this object to perform processing in your Integration Hook Hander. 3. Source SeqCoupe parameter used to pass various pieces of data to (and sometimes from) the Integration Hook. Because the Integration Hook is caed from many, various paces in the Avaya Agent framework, it was determined that a sequence of coupes provided the easiest means of transporting this data. The actua names of the coupes within the Source SeqCoupe vary greaty by Integration Hook. 4. Cance Fag Integration Hooks exist to give the integrator the capabiity of changing the behavior of Avaya Agent (within reason). Some Integration Hooks have the capabiity to competey override the defaut behavior. Therefore, in order to signify to the caing IC Script, a Cance Fag is provided. This is a simpe Booean variabe, which can be set to Cance if necessary. Note that for Integration Hooks that DO provide this capabiity, care shoud be taken when taking advantage of this. The foowing is the syntax of the QConsoe_IntegrationHook routine: Sub QConsoe_IntegrationHook(sSource As String, isourceobject As Object, isourceseqcoupe As Object, bcance As Booean) Start using integration hooks Integration Hooks are not enabed with Avaya IC. If you must customize Avaya Agent in such a way that requires using them, perform the foowing steps: 1. In your CDL fie, turn on the Integration Hooks: a. Open your.cd fie in an editor. b. Find the foowing QProperty Section: Avaya Agent Integration October

41 Chapter 4: Customizing Avaya Agent <QSection Name="Genera" ScreenPopScript="ScreenPop" IntegrationHooksEnabed="Fase" /> c. Set IntegrationHooksEnabed = True. d. Save your.cd fie. e. Use Avaya Database Designer to push your.cd to the database. 2. Create an Integration Hook Hander: a. Copy the existing Avaya Agent Integration Hook Hander (QConsoe_IntegrationHook.qsc) to a new fie (for exampe: My_IntegrationHookHander.qsc) b. Inside My_IntegrationHookHander.qsc, rename a QConsoe_IntegrationHook to My_IntegrationHookHander. c. Save My_IntegrationHookHander.qsc. d. Use Avaya Database Designer to push My_IntegrationHookHander to the database. 3. Change the Avaya Agent Integration Hook to ca your Integration Hook Hander: a. Using Avaya Database Designer, ocate the QConsoe_IntegrationHook IC Script. b. Add your Integration Hook Hander to the QScript API Decarations section. c. Read and foow a comments inside QConsoe_IntegrationHook for very specific directions on where you shoud pace your ca to your Integration Hook Hander. d. Save QConsoe_IntegrationHook. e. Upoad QConsoe_IntegrationHook. The above steps bring you to a point where you have enabed the Integration Hooks and your Integration Hook Hander is caed every time an Integration Hook is run. Now, you must write a your individua hander IC Scripts that handes each of the Integration Hooks you wish to pug into. For each hander you write, you must change your Integration Hook Hander to ca the individua hander based on the Source parameter. Exampe integration hook code In order to hep jumpstart your customization effort, as we as give a rea face to the Integration Hook concept, an entire set of sampe Integration Hook code is incuded with your IC Design instaation. This code is ocated in the foowing directory: IC_INSTALL_DIR\IC73\design\ qconsoe\custom. In this directory, there is a compete assortment of IC Scripts that demonstrate the use of Integration Hooks from a perspective of doing a fu appication integration. To turn on this set of custom code to run in Avaya Agent: 38 Avaya Agent Integration October 2015

42 1. First enabe the IntegrationHooks in your.cd fie using step 1 from the previous Chapter. 2. Add the IC_INSTALL_DIR\IC73\design\qconsoe\custom to your ADL Incude Path of your appication.ad fie so that the custom IC Scripts wi be oaded into the Database a. In Database Designer, open the ccq.ad fie. b. Add IC_INSTALL_DIR\IC73\design\qconsoe\custom to the ADL Incude Path. c. Save the setting. d. Seect Fie > Generate Windows Appication (be sure to check IC Scripts and seect the "interaction_center" appication). 3. Set the Agent/Desktop.IntegratedAppication = Custom property in IC Manager. Refer to IC Administration Guide for instructions. When you run Avaya Agent, various diaogs are dispayed at different points doing startup/ shutdown. Right-cick on Avaya Agent to see the Context Menu Choices that were added. Everything you see running was accompished using Integration Hooks without changing any Base IC Scripts. Important:! Important: Read each of the IC Scripts incuded in the IC_INSTALL_DIR\IC73\design\ qconsoe\custom directory. They contain many ines of comments that describe everything that is possibe in a of the individua Handers. This set of IC Scripts can be used as a great starting point to get you on your way using Integration Hooks. Avaiabe integration hooks This section provides a compete ist and description of the Integration Hooks that are avaiabe within Avaya Agent. Be sure to ook at the sampe code provided IC_INSTALL_DIR\ IC73design\qconsoe\custom as each individua Integration Hook passes different data in the parameters than what is described in Information sent to the integration hook on page 37. BenderCient_ADUChange This Integration Hook is fired every time an ADU Fied that the BenderCient is monitoring changes. You can add additiona fieds to the Bender Cients monitor criteria. See the sampe code in IC_INSTALL_DIR\IC73\design\qconsoe\custom for an exampe of this. BenderCient_AgentStateEvent This Integration Hook is fired every time the Agent's state changes. This aows you to do custom coding for when an agent moves from one state to another. Avaya Agent Integration October

43 Chapter 4: Customizing Avaya Agent BenderCient_ChanneStateEvent This Integration Hook is fired every time the Agent's Channe state changes. This aows you to do custom coding for when an agent s channe moves from one state to another. CHBrowser_Initiaize This Integration Hook is fired when the CHBrowser is being Initiaized. This is a specia pace where you can perform additiona configuration on the CHBrowser. If you choose to, you can competey reconfigure the CHBrowser, then set the Cance fag of the routine to "True" so the out-of-the-box initiaization is not executed. CHBrowser_OnContactSeected This Integration Hook is fired when an item in the CHBrowser is seected. There are 3 things you can do with this Integration Hook: 1. Nothing, use the defaut behavior. 2. Using the Key, do the work to determine how to retrieve the mediainteraction record, and set the appropriate QBEKey and QBEVaue into the smediainteractionqbekey and the smediainteractionqbevaue fieds. 3. Customize to your specific requirements. You can do that by just doing what you want here and setting Cance fag to "True". 40 Avaya Agent Integration October 2015

44 MaiEngine_TaskDecined This Integration Hook is fired from the MaiEngine when an incoming emai is rejected. This is used to te if RONA occurred and/or if the agent manuay rejected an emai. Note: Note: The EDUID parameter is not aways fied. Many times this event is raised before the contact was actuay deivered to Avaya Agent. MaiEngine_TransferResponse This Integration Hook is fired from the MaiEngine in response to a Transfer request. It is used to determine if the Transfer request succeeded or faied and why. PhoneEngine_OnCoreStateChanged This Integration Hook is fired every time an EDU Fied changes that the Phone Engine is monitoring. You can add other fieds to the Phone Engine's ist of monitored fieds. See the sampe code for an exampe of this. PhoneEngine_OnTeephonyStateChanged This Integration Hook is fired whenever a change occurs in the Avaya Agent Softphone. This is a fu event source of a the Teephony Events you might need to use in a customization. QConsoe_AddContact This Integration Hook is fired for every contact that enters Avaya Agent. Here you woud do whatever needs to happen to your custom component when a contact is added to Avaya Agent. QConsoe_BuidActiveContactCriteria This Integration Hook is fired during the QConsoe_AddContact process. It is used for buiding the criteria that wi be used to fi the Active Contact Viewer with contacts reated to the one being handed. This Integration Hook and the one for QConsoe_BuidCHBrowserInfo go hand-in-hand. If you are doing something custom to retrieve historica records in the CHBrowser, then you woud probaby do something custom to fi the Contacts in the Active Contact Viewer. Like the choices found in QConsoe_BuidCHBrowserInfo, the foowing are options for what you can do with this Integration Hook. 1. Nothing, use the defaut behavior. 2. Fi the Criteria parameter with the criteria for finding the Active Contacts. Your criteria is mutuay excusive and an out-of-the-box criteria is not used (except for the vdu_id). 3. Customize to your specific requirements. You can do that by doing what you want here, set the Cance fag to "True", then fi the ActiveContactCriteria variabe with the *exact* VDU.Find criteria you want. Avaya Agent Integration October

45 Chapter 4: Customizing Avaya Agent QConsoe_BuidCHBrowserInfo This Integration Hook is fired during the QConsoe_AddContact process. It is used for buiding the information that wi go into the process of fiing the CHBrowser with records. The foowing are options for what you can do with this Integration Hook. 1. Nothing, use the defaut behavior. 2. Fi the CHBrowserFied parameter with a fied you want to use for backfiing records. In the CHBrowserVaue parameter, pace the vaue that wi be used to search in the CHBrowserFied. If you don't have a vaue to put into CHBrowserVaue parameter, eave the fied bank and fi the DummyCHBrowserVaue parameter with a vaue that wi cause the CHBrowser to retrieve no records. This is ony be used if nothing was found in the out-of-the-box code either. 3. Customize to your specific requirements. You can do that by just doing what you want here and setting Cance fag to "True". QConsoe_CompeteContact This Integration Hook is fired for a contact to compete it. This is after QConsoe_WrapContact and cas QConsoe_RemoveContact. You perform any Contact reated ceanup to your custom component. QConsoe_ExitComponents This Integration Hook is fired during the shutdown of Avaya Agent. Basicay, during shutdown, you og out of your custom component, then, if this succeeds, invoke additiona methods to competey shut your component down. QConsoe_InitiaizeComponents This Integration Hook is fired during the startup of Avaya Agent. It shoud be used for doing things ike setting properties and running methods on contros in your integration that are done once, at the beginning. Remember that anything you do here wi need to be "undone" in the QConsoe_Exit Integration Hook. Another thing that shoud be done here is the setting of properties on other contros within Avaya Agent. Because the Integration Hook that is fired for this routine is ast, you can change any properties that were set by the Components individua Initiaize routine. Remember that wherever possibe, try to use configuration either in the Agent Properties and/or in the.cd settings where avaiabe first. QConsoe_LoginComponents This Integration Hook is fired during the startup of Avaya Agent, but after a contros are initiaized. It shoud be used for doing things to your component (or other components) that can ony be done after they have been ogged into. 42 Avaya Agent Integration October 2015

46 QConsoe_MouseDown This Integration Hook is fired whenever someone right-cicks on Avaya Agent. This shoud be used to add additiona Context Menu options to Avaya Agent. These menu items can be added in any order as Avaya Agent automaticay sorts in the foowing way: None Component Items Aphabeticay, foowed by Component names Aphabeticay with sub menu items being sorted within component aphabeticay as we. QConsoe_PerformScreenPopFromEDU This Integration Hook is fired when a Contact has met the configured rue for being popped. When using Integration Hooks, the standard, configured ScreenPop IC Script is no onger run. It is up to you to do something here. QConsoe_RemoveContact This Integration Hook is fired when a contact is physicay being removed from Avaya Agent. This is typicay caed from QConsoe_CompeteContact. If your custom component has some reationship to the contact in Avaya Agent, you shoud update it here. QConsoe_ShowContact This Integration Hook is fired when a contact is being shown in Avaya Agent. If your custom component needs to be kept in synch with the currenty shown contact in Avaya Agent, you coud add code to do this here. QConsoe_WrapContact This Integration Hook is fired for every contact when it is entering the wrapped state. Note that this event hander wi ony be fired if the wrap-up state has been entered. If WrapUp is not enabed, or if the requirements for entering wrap-up are not met, this Integration Hook is not fired. Shared_OnActivate This Integration Hook is fired for contros that expose the OnActivate event. Those contros are the Chat List and Ca List. Shared_OnSeect This Integration Hook is fired for contros that expose the OnSeect event. Those contros are the Chat List and Ca List. Avaya Agent Integration October

47 Chapter 4: Customizing Avaya Agent Softphone_PaceCa This Integration Hook is fired whenever a ca is paced...just before pacing the ca. You have two options: 1. If you modify the sdestination variabe, this is used when the ca is paced. This is where you coud prepend Feature Access Codes (such as 9). 2. Since you have the EDUID, you can pace information into the EDU before the ca is paced. This ets you prepopuate the EDU with something that is needed when the ca is received somewhere. TaskList_Change This Integration Hook is fired whenever there is a change in the Avaya Agent TaskList. This is a fu event source of a the Emai Events you might need to use in a customization. TaskList_GuiActivate This Integration Hook is fired when there is a GUI Activation of a task in the TaskList. Gui Activation differs from Activation, as Active can be a state of a test. Gui Activate come on tasks that are doube-cicked or [Enter] hit on, regardess of their state. UAD_CanceContact This Integration Hook is fired when a contact is being canceed from the UAD. Sometimes you might need to do something in your own integration, ike update an interna state, as a resut of this. UAD_Initiaize This Integration Hook is fired when the UAD is being Initiaized. This is a specia pace where you can do extra configuration on the UAD. UAD_Login This Integration Hook is fired during ogin for the UAD. This is a specia pace where you can do extra configuration on the UAD that must be done after Login. This can be used to add additiona Contact Lists to the UAD based on Workgroup names. Note that when oading Contact ists, the UAD must be first oaded. Usuay, the UAD oads on the first showing (which is why it takes a few seconds to show the very first time). If you do not mind taking the hit at ogin, you may do the UAD.Load here (as we as add the Contact Lists). If oading at ogin is not an option then you can use the UAD_Show Integration Hook instead. UAD_Show This Integration Hook is fired just before the UAD is dispayed. You can use the Cance fag to prevent the UAD from being dispayed. Aso, as expained in the UAD_Login Integration Hook description, you might want to oad contact ists ony at the time the UAD is first dispayed. 44 Avaya Agent Integration October 2015

48 UAD_UADStateChange This Integration Hook is fired whenever something happens in the UAD. You can use this Integration Hook for taking action before the Avaya Agent handers run. This means you can do things ike manipuate the EDU or other things. WACEngine_AgentStateChanged This Integration Hook is fired from the Web Agent through the WACEngine as its various servers go through various state changes. WACEngine_ErrorOccurred This Integration Hook is fired from the Web Agent through the WACEngine when certain errors are encountered. WACEngine_PerformConsoeAction This Integration Hook is fired from the Web Agent through the WACEngine when it wants to request an action be done in Avaya Agent. Exampes of this is for Supervisor monitoring ("dispay_edu"/"remove_edu")...forcing windows to come to the top ("show_window")...and aunching URLs (dispay_ur). The action you wi most ikey find a need to hande is "sheexecute". This is sent when the Web Agent wants to open an attachment for an emai. In your impementation, you might want to aunch a custom app, or, as we have found with other fie types, fix the aunch to work propery. WebEngine_ActivateCaback This Integration Hook is fired whenever a caback is paced for a chat...just before pacing the ca. The number is coming from the Web Agent GUI. This wi (uness the agent changed) contain the origina spaces in the phonenumber as arranged on the website. You can use this to your advantage as the PhoneNumber variabe can be modified. Aso, this is where you coud potentiay pre-pend Feature Access Codes (such as 9), athough, Softphone_PaceCa is used to pace the ca, so that Integration Hook wi be hit as we. WebEngine_TaskDecined This Integration Hook is fired from the WebEngine when an arriving chat is rejected. This is used to te if RONA occurred and/or if the agent manuay rejected a chat. Note that the EDUID parameter is not aways fied. Many times this event is raised before the contact was actuay deivered to Avaya Agent. WebEngine_TransferResponse This Integration Hook is fired from the WebEngine in response to a Conference request. It is used to determine if it succeeded or faied and why. WebEngine_WebStateChanged This Integration Hook is fired whenever there is a change in the Avaya Agent WebEngine. This is a fu event source of a the Chat Events you might need to use in a customization. Avaya Agent Integration October

49 Chapter 4: Customizing Avaya Agent Connecting to an externa database When you depoy Avaya IC, you may need to ink records from a third party appication to record in the IC Repository. You can create the required inks with the mapping tabes (ex*map tabes) that are provided with IC Repository. In standard Avaya IC depoyments, the foowing records are typicay inked to third party appication records: Customers Organizations Contacts If you buid a reationship between the third party appication records and these Avaya IC records, you can perform reporting that inks IC Repository and the third party appication database. For exampe, if you reate a Customer record in the third party appication database with a Customer record in IC Repository, you can easiy perform database ookups to retrieve Customer information from the third party appication database. Ex*map tabes The ex*map tabes are the mapping tabes in IC Repository These tabes store the reationships between entities in IC Repository and third party appication databases. 46 Avaya Agent Integration October 2015

50 Structure and reationships of ex*map tabes The foowing diagram shows the structures/reationships of the mapping tabes: List of ex*map tabes The foowing ist defines the ex*map tabes: excontactmap - Used to map records in a third party appication to the contact s record in Avaya IC, which aows for an association between an Avaya IC contact and the business objects associated with that contact in the externa system. For exampe, you can ink an order, task, or other object that was used or created as a resut of the contact. The object can then be used to provide a ink back into the 3rd party appication for historica and reporting purposes. excustomermap - Used to map records in a third party appication to the customer record in Avaya IC. This aows for an association to the customer data without redirecting the customer tabe. The goa is to provide Avaya IC with the capabiity to store customer data for Avaya specific data. exorganizationmap - Used to map records in a third party appication to the organization record in Avaya IC. This aows for an association to the organization data without redirecting the organization tabe. The goa is to provide Avaya IC with the capabiity to store organization data for Avaya specific data. Avaya Agent Integration October

51 Chapter 4: Customizing Avaya Agent Each of these ex*map tabes have two fieds in common, the datasource coumn and the subdatasource coumn. The data sources are used to be abe to re-access the data inked to the tabe. By ooking at these fieds, a program can determine how to fetch the data when necessary to retrieve. Coumns in ex*map tabes The foowing ist defines the coumns in the ex*map tabes: datasource - The source for the system where the data is ocated. For exampe, if you integrate with a system caed abc, you woud set datasource to abc when you create records in each of the ex*map tabes. This is a text fied, so you can set this vaue to anything you need. subdatasource - The object within the datasource to which you are reating. If you are inking to a record from the Bar tabe in your "abc" system, you woud set subdatasource to Bar. This is a text fied, so you can set this vaue to anything you need. individua/organization/businessobject - The foreign key fieds of the ex*map tabes. Put the unique key from the datasource.subdatasource record you want to reate to the record in these fieds. This is a text fied, so you can set this vaue to anything you need. Popuating the Ex*map Tabes Each of the ex*map tabes are popuated differenty. The foowing tabe provides a ist of which methods can be used to popuate each of the ex*map tabes. These methods are defined in the section immediatey after this tabe. Tabe name excontactmap excustomermap exorganizationmap Methods used to popuated Direct access via SQL IC Script Workfow EDU (via Report Server) Direct access via SQL IC Script Workfow Direct access via SQL IC Script Workfow 48 Avaya Agent Integration October 2015

52 IC Script or workfow You can use an IC Script or a workfow to popuate the ex*map tabes. An IC Script or workfow can popuate the tabe when a contact is routed or quaified, when authentication is performed, or when an agent uses Avaya Agent. Direct access to database via SQL You can use SQL and the toos avaiabe with your database to directy oad records into the tabes. This method can be usefu if you need to maintain a constant reationship between Customer and Organization data in a third party appication database synchronized with IC Repository. EDU (via Report Server) For the excontactmap tabe ony, you can use an EDU to popuate this tabe. When an EDU retires, the Report Server takes the EDU and runs it through mapping rues to create and store records in IC Repository. Since the excontactmap tabe is reated to the IC Repository records, you can use the out-of-the-box mapping rues to create excontactmap records. IC Repository must have the proper structure to use this method. The required structure is: excontactmap.<n>.businessobject excontactmap.<n>.datasource excontactmap.<n>.subdatasource An exampe of this woud be for the abc system, Bar tabe, xyz exampe. To create a record in the excontactmap when the EDU retired, you must write: excontactmap.+.businessobject excontactmap.!.datasource excontactmap.!.subdatasource which, if the first excontactmap container written, is written as: excontactmap.1.businessobject excontactmap.1.datasource excontactmap.1.subdatasource Avaya Agent Integration October

53 Chapter 4: Customizing Avaya Agent 50 Avaya Agent Integration October 2015

54 Chapter 5: Initiaization and exit hooks This chapter discusses the Avaya Agent Initiaization and Exit Hooks that can be used for the initiaization and exit processing for your customizations. This section incudes the foowing topics: Avaya Agent initiaization and exit hooks on page 52 Reevant integration hooks on page 54 Avaya Agent Integration October

55 Chapter 5: Initiaization and exit hooks Avaya Agent initiaization and exit hooks The foowing fowchart shows the process when an agent ogs into, and eventuay out of, Avaya Agent. From this fowchart, you can te when the main IC Scripts hooks are run. After the agent has successfuy ogged into the database and before Avaya Agent downoads the CDL ayout fie specified on the command ine, Avaya Agent tries to execute the IC Script AfterLoginHook. If this IC Script exists, Avaya Agent waits for the IC Script to run. Out-of-the-box, this IC Script is used to read the Agent/Desktop/Layout property vaue, and, if needed, set into the SAppication.Layout property. When you change this property, it overrides the CDL fie specified on the command ine based on whatever parameters you choose. For detais about adding ayouts to the database, refer to IC Database Designer Appication Reference. 52 Avaya Agent Integration October 2015

56 Avaya Agent initiaization and exit hooks After the determination of which ayout to use, Avaya Agent compares the database ayout's modified time with the ayout fie cached on the agent s machine. If the database version is newer, the new ayout is retrieved and the agent is required to re-og in to any components specified in the Login section of the new CDL. Note: Note: It does not matter where the changes actuay are in the CDL fie the agent must og in every time a new CDL fie is retrieved from the database. When the agent has successfuy ogged in, Avaya Agent proceeds to initiaize the appications. If found, it runs the InitAppHook IC Script in the <appication>.qsc fie before it initiaizes and dispays the Avaya Agent contros and ogs into the other components specified in the CDL. Finay, when the agent seects Exit, Avaya Agent runs the ExitAppHook IC Script in the <appication>.qsc fie. You can use this IC Script to ensure that agents have wrapped up a open contacts before they can exit the appication. For detais about writing IC Scripts and a compete ist of the events emitted by the Avaya Interaction Center, refer to IC Scripts Language Reference. For a compete isting of IC Scripts used by Avaya Agent, and genera CDL settings, see IC Scripts on page 111. The foowing diagram iustrates the IC Scripts that are invoved during the initiaization and exit process: Avaya Agent Integration October

57 Chapter 5: Initiaization and exit hooks Reevant integration hooks The foowing integration hooks are directy reated to the Avaya Agent Initiaization and Exit process. You can use these hooks to enhance or modify the behavior of the Avaya Agent by creating Integration Hook Handers as described in Customizing Avaya Agent behavior on page 36. QConsoe_InitiaizeComponents QConsoe_LoginComponents QConsoe_ExitComponents 54 Avaya Agent Integration October 2015

58 Chapter 6: Contact handing As described in Chapter 2: Overview, the out-of-the-box Avaya Agent ayout has separate components for handing different types of media contacts. When they are integrated into the design, however, Avaya Agent treats a contacts uniformy so you can set up a singe strategy that can be appied to any and a media components. This chapter describes the way contacts are handed, and discusses the Avaya Agent IC Scripts that you coud use to integrate a new media channe if necessary. This section incudes the foowing topics: Lifecyce of a contact on page 56 Avaya Agent contact handing IC Scripts on page 56 CDL settings on page 60 Reevant integration hooks on page 60 Avaya Agent Integration October

59 Chapter 6: Contact handing Lifecyce of a contact The foowing diagram outines the ifecyce of a contact within Avaya Agent: ** For more information, see Chapter 11: Contact wrapup on page 103. The previous diagram shows that any media channe can be integrated with Avaya Agent if it emits events when a contact: comes in. is seected. is finished. Because a contacts are handed through IC Scripts, changing the contact handing behavior can be done easiy and uniformy. Avaya Agent contact handing IC Scripts In this section we wi take a ook at the IC Scripts that are used for handing contacts in Avaya Agent. The first of these IC Scripts is QConsoe_AddContact. 56 Avaya Agent Integration October 2015

60 Avaya Agent contact handing IC Scripts QConsoe_AddContact is run from a Event Hander of an incoming contact. It performs the foowing functions: 1. It activates the Avaya Agent Contact tab so information about the incoming contact can be dispayed. 2. It adds the information needed for handing the contact to the contact s EDU. This information incudes things ike media type, screen pop vaues, customer key information, and contact abeing. 3. It adds the contact to an interna store of contacts via ContactList_Add. This wi be used ater for accessing information about a contacts in Avaya Agent. 4. If there is ony one contact in Avaya Agent and Screen Pop is enabed, it performs a screen pop. (For detais, see Screen pop on page 58.) 5. It adds the contact to the EDU Viewer. (For detais, see EDU Viewer on page 70.) 6. Finay, it adds the contact to the Contact History Browser. Mutipe contacts can be added to Avaya Agent using QConsoe_AddContact. Whie the contact is sti active in Avaya Agent, the information about the contact remains in the Contact Tab. You can use QConsoe_ShowContact to seect a contact within one media, or to change to a contact in a different media. QConsoe_ShowContact automaticay refreshes any components dispaying information about the newy-seected contact. In the out-of-the-box ayout, this incudes both the EDU Viewer and Contact History Browser. To cose, or wrap up, a contact, you can use the QConsoe_WrapContact IC Script. Out-of-the-box, there are two different means of performing Contact WrapUp; through the WrapUp Diaog or Prompter. (For detais, see Chapter 11: Contact wrapup). When the WrapUp Process is competed, then the QConsoe_CompeteContact IC Script performs any ogic necessary to finish-up the contact. At the end of QConsoe_CompeteContact, QConsoe_RemoveContact removes information about the contact from the components in Avaya Agent, incuding the EDU Viewer and Contact History Browser. Avaya Agent Integration October

61 Chapter 6: Contact handing Screen pop This section provides an overview of how information about contacts coming into Avaya Agent is shown in the appication. An appication can retrieve reevant customer information for dispay on an agent s desktop just as a customer s contact arrives. This dispay of customer information is usuay referred to as a screen pop. As described above, when a contact comes into Avaya Agent, QConsoe_AddContact is run. In this IC Script, based on information in the EDU and type of contact, more information is put into the EDU so that a screen pop can be performed at any time. If the contact is associated with a known customer, then this information is the customer record s key. If not, then it is the identifier for the customer specific to the media the contact came in on. Avaya Agent uses the IC Script QConsoe_PerformsScreenPopFromEDU when a screen pop is done. This IC Script uses information put into the EDU by QConsoe_AddContact, then runs the ScreenPop IC Script. You can customize the Screen Pop behavior in either of the foowing ways: Invent a new IC Script that wi do the Screen Pop to your specifications. Set the name into the Genera/ScreenPopScript QProperty in the.cd. Note that to do this, your syntax of the Screen Pop Script you define must match that of the ScreenPop IC Script found in <appication>.qsc. Hook into the QConsoe_PerformScreenPopFromEDU Integration Hook. Note: Note: When you have enabed Integration Hooks, Option 1 above no onger appies. When you are using Integration Hooks (for other things), one side effect is that you MUST hande the QConsoe_PerformScreenPopFromEDU Integration Hook yoursef. Unified Agent Directory The Unified Agent Directory (UAD) is used for initiating new contacts and handing existing contacts though transfers, consutative conferences, or conferences. IC Scripts surround the initiaization, showing, hiding, and operating of the UAD. Therefore, if you want to impement custom behavior surrounding the UAD, you can do so by taking advantage of the various Integration Hooks that are fired from these IC Scripts. You may want to do things ike add Contact Lists, write extra data to the EDU, etc. A of these things can be accompished using the Integration Hook. 58 Avaya Agent Integration October 2015

62 Unified Agent Directory API Unified Agent Directory API This section describes the Unified Agent Directory (UAD) API. SetSite (method) Description Syntax This method sets the defaut site in the site drop down of the UAD to the vaue passed as parameter. Booean StartWrapUp(siteName As String) Vaue sitename Description Name of the site which shoud be seected by defaut when the UAD opens. The vaue is case sensitive and shoud exacty match with the site name configured using the IC manager. Returns The method returns a Booean. True is returned if AARC was abe to set the site, ese fase is returned and defaut site for the agent is set. In case the vaue of the defaut site to be seected in the site drop down has to be changed frequenty, a corresponding property can be decared in the IC manager and its vaue can be used in the scripts. The Administrator wi then not be required to redepoy the scripts each time the vaue is changed. For exampe, 'SiteSeection' property of Datatype string can be created in 'Avaya\Desktop\ Directory'. SetCustomTabFocus (method) Description This method sets the defaut focus on the tab whose vaue is passed as a parameter. The method returns true if the argument is vaid, ese fase is returned and defaut Tab is set for the agent. Avaya Agent Integration October

63 Chapter 6: Contact handing Syntax Booean SetCustomTabFocus (TabSe As Long) Vaue TabSe Description The corresponding ong vaue of the tab on which the focus shoud be set. For instance in OOTB AARC the vaue of Queues tab is 0 and Agents tab is 1. Returns The method returns a Booean. True is returned if the argument is vaid, ese fase is returned and defaut Tab is set for the agent. In case the vaue of the Tab to be focused has to be frequenty changed, a corresponding property can be decared in the IC manager and its vaue can be used in the scripts. The Administrator wi then not be required to redepoy the scripts each time the vaue is changed. For exampe, 'TabFocus' property of Datatype Integer can be created in 'Avaya\Desktop\ Directory'. CDL settings The foowing CDL settings are appicabe to Contact Handing: QSection Name Attribute(s) Description Genera ScreenPopScript the name of the IC Script that is used for screen popping. Reevant integration hooks The foowing Integration Hooks are directy reated to Contact Handing. Use them to either enhance or change the behavior by creating Integration Hook Handers as described in Customizing Avaya Agent behavior on page 36. QConsoe_AddContact QConsoe_CompeteContact QConsoe_PerformScreenPopFromEDU 60 Avaya Agent Integration October 2015

64 Reevant integration hooks QConsoe_RemoveContact QConsoe_ShowContact QConsoe_WrapContact UAD_CanceContact UAD_Initiaize UAD_Login UAD_Show UAD_UADStateChange Avaya Agent Integration October

65 Chapter 6: Contact handing 62 Avaya Agent Integration October 2015

66 Core contro Chapter 7: Core services The Core contro, the Status contro, and the Bender Cient contro make up the core services for Avaya Agent. This chapter discusses each of these contros in detai. This section incudes the foowing topics: Core contro on page 63 Status contro on page 63 Bender cient contro on page 66 CDL settings on page 66 Reevant integration hooks on page 66 Core contro The Core contro is the pivota point of a contact handing within Avaya Agent. The main responsibiity of Core is to provide EDU access to a of the Media Engines and IC Scripts in Avaya Agent. This contro is part of the Phone Engine. Status contro The Status contro is used to change the status of mutimedia channes and shows a visua indication of that status in Avaya Agent. It interacts with the invisibe QBenderCient contro, which performs the majority of the processing, and QCore services. Optionay, it may interact with the Async contro to provide status information of a ong-running operation externa to Avaya Agent. Such an operation may be an OLE Automation function, for exampe to perform a screen pop into an agent desktop appication. Avaya Agent Integration October

67 Chapter 7: Core services Status states The Status Contro can be in any of the foowing states: State avaiabe auxwork init auxwork Description The Agent is avaiabe to be assigned tasks in one or more channes. The Agent is not avaiabe to work on any tasks in any channe. (This is denoted by red Xs over the Agent and channe icons.) The Agent has requested a transition from Avaiabe to Unavaiabe, but there are sti open tasks that must be wrapped up before the transition can be competed. (This is denoted by a grey X over the Agent icon.) Simiary, each channe contro can be in one of these states: State avaiabe busy ogged out Description The channe is open and the agent can be assigned tasks of this type. The channe is cosed and no new tasks can be assigned. (This is denoted by a red X over the icon.) The channe is unavaiabe. (This is denoted by a grey X over the icon.) Status modes There are two modes of operation in the Status Contro, automatic and manua. In automatic mode, the maximum number of aowabe tasks/channe is set by the system, and any change the agent makes to his or her avaiabiity appies to a channes. In manua mode, the agent can set their own oad for each channe, and they can set Avaiabiity or Unavaiabiity separatey for each channe. Note: Note: The maximum number of aowabe tasks is controed by Bender Fows. For more information, see Avaya Workfow Designer User Guide, Bender Fows. You can prevent the agent from changing his oad eve, on a media by media basis. To do so, set a variabe in the agent s Agent Data Unit (ADU), media.privieges, via a Workfow. Set to "true" to enabe manua mode or set to "fase" (or omit the setting) to disabe manua mode. For more information on ADUs, see Agent Data Unit Server Programmer Guide. 64 Avaya Agent Integration October 2015

68 Status contro Automatic mode In automatic mode, ony the Agent icon ooks ike a button because changes affect a channes. The agent can togge between Avaiabe and Unavaiabe by cicking the Agent icon. If the Agent attempts to designate themseves as Unavaiabe whie they have an active task, Avaya Agent goes into the init auxwork state and dispays a message requesting that the agent wrap up any active tasks. When the ast active task is cosed, Avaya Agent goes into the auxwork state and the agent becomes Unavaiabe. At this point, Avaya Agent dispays a red X over the agent icon and each of the channe icons to indicate the agent is unavaiabe. Manua mode In manua mode, the agent may transition each of the media channes manuay from avaiabe to busy, or from busy to avaiabe. To indicate this, Avaya Agent dispays the channe icons as buttons. In addition, the agent may change the channe oad vaues that contro how many tasks the agent may have at any one time on a given media channe. Changing these oad vaues may ony be performed in manua mode. To go into manua mode, the agent: 1. Right-cicks Agent icon. 2. Seects Options from the pop-up menu. Avaya Agent dispays the Channe Load diaog box. 3. Seects the Manua Mode check box. Avaya Agent changes to manua mode and aows the agent to change the channe oads Retrieving and setting EDU data For each contact received by an agent there is an accompanying EDU that contains information throughout the ifetime of that contact. Among the information that can be contained within the EDU is the customer specific information such as Account Number or Service ID. EDU data is accessibe as name/vaue attribute pairs. To retrieve a vaue, methods exist to specify the attribute name (e.g., "account"). The vaue is returned in a string representation. In addition, methods exist that aow name/vaue attributes to be set in the EDU. Avaya Agent Integration October

69 Chapter 7: Core services Bender cient contro The Bender Cient contro is the contro that runs media bending within Avaya Agent. When ogging into CoreServices, the BenderCient assigns to the Bender server and ADU server. It processes ADU change events in order to set Agent avaiabiity. It aso is advised of a Media channe engines in Avaya Agent so that it may set avaiabiity. Note: Note: For a fu description of Bender processing, refer to Bender chapter in the Avaya Workfow Designer User Guide. CDL settings To use the Core services, set the foowing CDL parameters: QSection Name Attribute(s) Description CoreServices MakeChanneBusyWaitTime amount of time to wait (miiseconds) for the resut of the IC Script CoreServices_MakeChanneBusy. Core Services ServerRestartRetryCount number of times to retry to restart a faied server. Core Services ServerRestartRetryWaitTime number of seconds to wait between each try to restart a faied server. CoreServices ContextMenuKey the ASCII key combination that dispays the Context menu. This must be pressed when the Status Contro has focus. Reevant integration hooks The foowing Integration Hooks are directy reated to Core Services. Use them to either enhance or change the behavior by creating Integration Hook Handers as described in Customizing Avaya Agent behavior on page 36. BenderCient_ADUChange BenderCient_AgentStateEvent 66 Avaya Agent Integration October 2015

70 Reevant integration hooks BenderCient_ChanneStateEvent PhoneEngine_OnCoreStateChange Avaya Agent Integration October

71 Chapter 7: Core services 68 Avaya Agent Integration October 2015

72 Active Contact Viewer Chapter 8: Contact viewing There are three contros that show information about the contact. The Active Contact Viewer shows any active contacts reated to the customer of the current contact (such as emais in the system). The EDU Viewer shows information from the current contact's EDU. And finay, the Contact History Browser shows a of the previous contacts made by the customer of the current contact. This section incudes the foowing topics: Active Contact Viewer on page 69 EDU Viewer on page 70 Contact History Browser on page 76 Active Contact Viewer The Active Contact Viewer is a contro that ets you ook at any arbitrary set of existing EDUs using a given set of criteria, and it is represented by an icon that resides on the GUI. When criteria for EDU is given and found, the icon changes aowing you to cick and bring up a window containing an EDU Viewer dispaying a EDUs matching the criteria you specified. The Active Contact Viewer has been integrated with Avaya Agent s Contact History Browser in order to dispay the active contacts reated to the currenty seected customer. Avaya IC stores the EDU criteria for each contact in the Tag property of the Tabs in the ContactHistoryBrowser. When a tab is seected in the Contact History Browser, the criteria is pued from that Tab and appied to the Active Contact Viewer. Avaya Agent Integration October

73 Chapter 8: Contact viewing CDL settings To use the Active Contact Viewer, you need to set the foowing CDL parameters: QSection Name Attribute(s) Description ACViewer TabLabeEDUFied Specifies which EDU fied to use for the abe of the Tabs of the EDU Viewer in the Active Contact Viewer. ACViewer EDUFindScope Specifies the scope to use for finding reated EDU s. This matches the possibe vaues for EDU Monitoring. Reevant integration hooks The foowing Integration Hook is directy reated to the Active Contact Viewer. Use them to either enhance or change the behavior by creating Integration Hook Handers as described in Customizing Avaya Agent behavior on page 36. QConsoe_BuidActiveContactCriteria EDU Viewer For a incoming or outgoing contacts such as a teephone ca or an emai message, Avaya IC creates an EDU. The EDU consists of a sequence of name/vaue pairs caed coupes that contain information reating to the contact. A set of coupes is caed a sequence of coupes. For exampe, in an environment with teephony integration, each teephone ca arriving at or originating on the PBX triggers the creation of a permanent ca-detai record stored in the EDU. For exampe, a teephony-specific EDU may contain: The time the ca arrived at the PBX. VRU information entered by the caer. Transfers between agents. The time the ca concuded. The customer service actions performed by the agents. 70 Avaya Agent Integration October 2015

74 EDU Viewer In addition to uniquey identifying each contact, the EDU coects information about activity that is performed on behaf of the contact and updates that information as the contact traverses the contact center. The EDU Viewer is an ActiveX contro that dispays the information contained in the EDU. When a contact is routed to an agent s desktop, the EDU Viewer ooks at the styesheet name/vaue coupe in the EDU and retrieves the name of the associated Extensibe Stye Language (XSL) styesheet tempate. If it finds that styesheet in the database, it uses it to dispay the information in the EDU. Otherwise, it uses the defaut styesheet. If additiona contacts come in whie the agent is sti viewing the first one, Avaya Agent creates a tab for each contact so the agent can preview it before he or she actuay accepts communication with that contact. As the system integrator, you can use the defaut styesheet for a cas, emais, and chats that wi be dispayed in the EDU Viewer, or you can create a unique XSL styesheet for each type. If you want to have different styesheets, then you must aso ensure your EDU contains the name/ vaue coupe where name is "styesheet" and vaue is a string that uniquey identifies that styesheet. If you have Routing Engine, you can add the styesheet name/vaue coupe to the EDU as part of the ca fow. Otherwise, you can add the pair by invoking the VDU.Set method on the VDU server. For detais on using Routing Engine, refer to Avaya Workfow Designer User Guide. For detais on the VDI.Set method, refer to Eectronic Data Unit Server Programmer Guide. You may aso want to write IC Scripts that are run when various events are triggered in the EDU Viewer. For an in-depth discussion of how to write IC Scripts, as we as a ist of the genera methods that are avaiabe, refer to IC Scripts Language Reference. For information on creating, editing, and debugging IC Scripts, as we as information on how to save your IC Scripts to the database, refer to IC Database Designer Appication Reference. This chapter discusses the basics of the EDU Viewer, and how to create your stye sheets and save them to the database. For information about adding the EDU Viewer to your Avaya Agent framework, see Chapter 4: Customizing Avaya Agent. Avaya Agent Integration October

75 Chapter 8: Contact viewing In this diagram, XSL styesheets have been set using the AddTempate API. Core receives knowedge of a new contact through an EDU. The IC Script then tes the EDU Viewer to monitor that EDU. The EDU Viewer then creates an HTML page to dispay in the IE browser based on the XSL styesheet. The EDU Viewer GUI Here is a sampe of what the EDU Viewer contro might ook ike: If another contact comes into the agent's EDU viewer, then it creates a new tab showing that contact's information. Avaya Agent uses the ContactLabe property in the EDUFieds section of the CDL to retrieve EDU coupe that contains the tab abe. Using this vaue in the EDU, the IC Script cas SetTabLabe for that EDU. 72 Avaya Agent Integration October 2015