Call Center Controls Quick Reference

The call center interfaces provide methods that queue and distribute calls within a call center. TAPI 3.x defines five main call center objects: ACDGroup, Agent, AgentHandler, AgentSession, and Queue. All of these objects can be extended to provide implementation-specific methods. In addition, the ITTAPICallCenter interface on the TAPI object provides methods to enumerate AgentHandler objects.

Call center interface	Description
ITACDGroup	Gets name and queue information for an ACD group.
ITACDGroupEvent	Gets description of ACD group events.
ITAgent	Provides methods to set and get information concerning an agent.
ITAgentEvent	Notification interface for ITAgent.
ITAgentHandler	Provides methods to create Agent objects and enumerate ACD groups.
ITAgentHandlerEvent	Gets description of AgentHandler events.
ITAgentSession	Provides methods to set and get information concerning an agent session.
ITAgentSessionEvent	Notification interface for ITAgentSession.
ITQueue	Gets and sets information concerning a queue.
ITQueueEvent	Gets information concerning a queue event.
IEnumACDGroup	Enumerates ITACDGroup.
IEnumAgent	Enumerates ITAgent.
IEnumAgentHandler	Enumerates ITAgentHandler.
IEnumAgentSession	Enumerates ITAgentSession.
IEnumQueue	Enumerates ITQueue.

 

The following interfaces enumerate TAPI 3.x elements according to COM standards. These interfaces constitute stand-alone objects, and are also summarized with their related objects.

Enumerator interface	Description
IEnumACDGroup	Enumerates ITACDGroup.
IEnumAgent	Enumerates ITAgent.
IEnumAgentHandler	Enumerates ITAgentHandler.
IEnumAgentSession	Enumerates ITAgentSession.
IEnumQueue	Enumerates ITQueue.

 

The event (notification) interfaces allow a TAPI 3.x application to respond to asynchronous events. You must call the ITTAPI::put_EventFilter method and set an event filter mask to enable reception of request events. If you do not call ITTAPI::put_EventFilter, your application will not receive any events.

Event interface	Description
ITACDGroupEvent	Retrieves the description of Automatic Call Distribution (ACD) group events.
ITAgentEvent	Retrieves the description of agent events.
ITAgentHandlerEvent	Retrieves the description of agent handler events.
ITAgentSessionEvent	Retrieves the description of agent session events.